«The Power of Productivity» withMicrosoft Dynamics CRM

Chris Kahl, CRM Solutions Architect, Microsoft Corporation

Welcome KTL User Group!

Unprecedented Change In The MarketDramatic change concurrently on multiple vectors

The Power ofThe Cloud

New Economic Reality

New Generation Workforce

Geopolitical Change

Mobile Revolution

Technology Innovation

Our Mission: Driving Productivity by Enabling the “Dynamic Business”

We help companies transform into

dynamic businesses by impassioning

and equipping the individuals in their

organizations.

Enterprise & Consumer

Cloud on Your Terms

One Microsoft

Modern App Architecture

Via A Commitment to Simplicity and Agility With:

Productivity Key to Success in Sea of ChangeBusiness Success Begins with Empowered and Productive People

Contextually Proactive

Visual, Intuitive, Natural UI

Data to Insight to Action

Pervasively Connected

Driving Productivity Across Sales, Service & MarketingHolistic Set of Productivity Tools

COLLABORATION AND

KNOWLEDGE SHARING

RICH DATA AND DOCUMENT

MANAGEMENT

SEAMLESS COMMUNICATION & TRACKING

REAL-TIME IM AND PRESENCE

MARKETING EFFECTIVENESS

SALES PRODUCTIVITY

CUSTOMER CARE

EXTENDED CRM (XRM)

Relationships

Interactions

Pro

cesses

Insig

hts

Docu

men

ts

eMails

Real-T

ime

Com

ms.

Knowledge Sharing

PER YEAR+200K +50%

Sales conversion

SERVICESALES

+16HOURS PER

MONTH

IT

Amplifying Productivity with Microsoft Dynamics CRM

Forrester’s Total Economic Impact™ Study, May 2011

MARKETING

15% savings in labor costs

Forrester’s Total Economic Impact™ Study, May 2011

“Based on the study’s findings, companies looking to implement Microsoft Dynamics CRM

2011 can anticipate significant productivity gains and cost savings.”

Microsoft Dynamics CRM 2011 delivers an average 243% ROI and Payback

period of 4.1 months.

Total Economic Impact

PC Browser Mobile

Marketing Effectiveness

Sales Productivity

Customer Care

Extended CRM Applications

RELATIONSHIPS | INTERACTIONS | PROCESS | INSIGHTS

xRM Framework

Microsoft Dynamics CRM: The End-to-End Solution

Great sales people are achievers

FocusON THE RIGHT OPPORTUNITIESCloseDEALS FASTERExceedYOUR SALES GOALS

Sales Productivity: Dynamics CRM Puts People at the Center

Your Business

Starts with DelightedCustomers

FocusON PROFITABLE CUSTOMERSCloseSERVICE CASES FASTERExceedYOUR CUSTOMER LOYALTY GOALS

Customer Care: Dynamics CRM Puts Customers at the Center

Rapidly Extend the Power of

CRM (xRM)

PersonalizeTAILOR CRM TO YOUR UNIQUE NEEDS ConnectSEAMLESSLY INTEGRATE CRM TO

EXISTING SYSTEMSBuildRAPIDLY BUILD OTHER LOB APPLICATIONS

Extended CRM:Dynamics CRM Puts Innovation at the Center

Developer symmetry between our cloud and on-premises

Regional datacenters in the Americas, EMEA, and APAC

Multi-tenant architecture for cloud and on-premises

Over 1,200 partner listings on the new Dynamics Marketplace

Over 1,200 partners with CRM competency

Over 2,000,000

users in more than 80

countries &40 languages

Over 30,000 customers from small to

enterprise

Over 100 service

providers hosting Dynamics

CRM

Over 65%of new CRM customer adds are Online

Microsoft Dynamics CRM At a Glance

Gartner SFA Magic Quadrant

Forrester CRM Wave Report

Retail & Hospitality

Health & Life Sciences

Travel & Entertainment

Public Sector

ManufacturingProfessional ServicesFinancial Services

Driving Success Around the Globe

“With Microsoft Dynamics CRM, we’ll be able to keep up with 20% annual increases in customer inquiry volume without having to increase staff on our Customer Care team.”

- Davonne Minshew, Customer Care Manager at Hard Rock International

Productivity Benefits Across the Organization

End-to-End Business Visibility

Opportunity Management

Our strategy and approach to Social CRM

Case Handling

Rapid Development

Lead Management

Service Excellence

Campaign Management

Account Management

• Pinpoint campaigns and offers• 1,000 new customers in 1 campaign• 93% season ticket holder renewal

• Increased leads to dealers by 60%

• Leads to sales conversion up 30%

• Upselling conversion up by 15%

• Time to create opportunity 30m→1m• Cross-sell opportunities up by 210%• “Friendly fire” incidents down by 90%

• Holistic customer view across org.• Avg. contribution rate up by 43%• Avg. problem resolution time 75%

• Improved customer satisfaction• Reduced customer churn • Identified new opportunities

• Improved bottom line by 20%• Improved 1st issue resolution• Consolidated data / applications

• Created over 12 applications• Education, contractor and auditing• Reduced development time 75%

• Rapid customization• Real estate and FSI solutions• End-to-end business visibility

Higher Return on

InvestmentMore Value

Industry Leading CRM

Capabilities

Power of ChoiceDeployment, access and

pricing options

Familiar and Natural

User Experience

Why Customers Choose Microsoft Dynamics CRM

FlexibilityEase of customization,

integration & development

Learn More

30 day free trial, open to all customers

http://crm.dynamics.com/trial

Find out more about Microsoft Dynamics

CRM

http://crm.dynamics.com

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, the Microsoft Dynamics logo, and [list other trademarks] are trademarks of the Microsoft group of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation.

Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Data explosion

Cloud computing

Social computing

Ecosystem of computers

Personal devices in the workplace

Ubiquitous connectivity

Natural interaction

Why Microsoft?Microsoft is

embracing theconsumerization

of ITWe have broad and deep

experience inenterprise and consumer market

segmentsThe only vendor to

span devices,traditional software,

and cloud services… …and bring you

security, management and a

unified application development environment

Browser Based Apps

$9 Billion Annual R&D Investment

Enterprise & Consumer

New World of Devices

Cloud on Your Terms

One Microsoft

World Class Partner Ecosystem

Identity FederationDisaster RecoveryIndustry Certifications

Enterprise Cloud

Activity FeedsWindows Phone Activity Feeds App

Social Productivity

New BI CapabilitiesEnhanced DialogsEnhanced Data Cleansing

Feature Enhancements

Unified ProvisioningUnified BillingUnified Administration

Unified Office 365 Experience

Microsoft Dynamics CRM November 2011 Service Update “R7”

R8: CRM Anywhere

Microsoft Confidential 20

SQL Server 2012

SocialMobility

CertificationsIndustry

Templates

Browser Flexibility

CRM Online and Office 365: Value vs. Salesforce.com

* based on Office 365 E3 plan

Professional Edition$65/user/month

Enterprise Edition$125/user/month

Unlimited Edition$250/user/month

$68/user/month

Salesforce.com

Microsoft

What You Get Salesforce.com Microsoft

CRM Suite Extensible Platform Microsoft Office client & web SharePoint collaboration Lync Unified Communications Exchange Email Management Price per user per month $65-250 $68

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