WHY YOUR CUSTOMER MANAGEMENT STRATEGY HINGES ON THE CLOUD

By 2012, 40% of enterprises

will adopt a blend of cloud and on premises…

to meet their UC needs Gartner

AMI forecasts a 25% CAGR

in hosted business application services

spending through 2014AMI-Partners

SaaS is forecasted to grow 17.7% CAGR

Gartner

THE MARKET IS MOVING TO THE CLOUD

“By 2012, 80% of Fortune 1000 enterprises will be using some cloud computing services, 20% of businesses will own no IT assets.”

“Cloud computing heralds an evolution of business — no less influential than the era of e-business — in positive and negative ways.”

SIMPLIFIED MANAGEMENT

NEW ECONOMICS

INCREASED PRODUCTIVITY

Pay for what you useLower and predictable costsShift from cap-ex and op-exAccelerated time to value

No patching, maintenanceFaster deploymentRobust multi-layered securityReliability and fault-tolerance

Latest software for usersInternet collaboration Anywhere accessInstant self-provisioning

POWER OF THE CLOUD

Customer Service Providers Global Providers

Software

Platform

Infrastructure

Machines, wires & racks with Operating Systems

Application Frameworks and management infrastructure on top of the machines & Operating Systems

Applications that run on these frameworks and Operating Systems & management infrastructure

CLOUD COMPUTING LANDSCAPE

Customer Service Providers Global Providers

Software

Platform

Infrastructure

Machines, wires & racks with Operating Systems

Application Frameworks and management infrastructure on top of the machines & Operating Systems

Applications that run on these frameworks and Operating Systems & management infrastructure

PRIVATE

PUBLIC

Move to the CloudSoftware as a Service (SaaS)

Use the CloudPlatform as a Service (PaaS)

Be a CloudInfrastructure as a Service (IaaS)

CLOUD COMPUTING LANDSCAPE

Customer Service Providers Global Providers

Software

Platform

Infrastructure

Machines, wires & racks with Operating Systems

Application Frameworks and management infrastructure on top of the machines & Operating Systems

Applications that run on these frameworks and Operating Systems & management infrastructure

PRIVATE

PUBLIC

Move to the CloudSoftware as a Service (SaaS)

Use the CloudPlatform as a Service (PaaS)

Be a CloudInfrastructure as a Service (IaaS)

Microsoft offers the entire landscape

Allowing your business to have flexibility and control on how you manage the transition based on your business

needs and priorities

CLOUD COMPUTING LANDSCAPE

Software Services on demandOffice 365

CRM Online

Develop your applicationWindows Azure

SQL Azure

Develop your own Cloud“Azure Appliance”

Dynamic Datacenter

Use the Cloud

Move to the Cloud

Be a Cloud

Consistent and familiar interfaceacross many devices

ANNOUNCING MICROSOFT OFFICE 365

BRINGING TOGETHER CLOUD VERSIONS OF OUR MOST TRUSTED COMMUNICATIONS AND COLLABORATION PRODUCTS WITH THE LATEST VERSION OF OUR DESKTOP SUITE FOR

BUSINESSES OF ALL SIZES. 

THE FUTURE OF PRODUCTIVITY

9

The cloud on your terms

Best productivity experience

across PC, phone, and browser

Online

On-premises

Business Intelligence

Enterprise Content

ManagementCollaboration Enterprise

SearchUnified

Communications

MICROSOFT DYNAMICS CRM WITH CLOUD POWER HELPS YOU:

Improve Customer Care

Accelerate Sales Productivity

Customise and Scale as Needed

Rapidly Deploy Solutions Broadly

Sales Productivity

Customer Care

Marketing Effectivenes

s

Extended CRM

Applications

Relationships • Interactions • Process • InsightsxRM Framework

On-premisesCloud

PC Browser Phone

Leader in Forrester Wave ratings for CRM Suites (Large & Midsized)

Leader in Forrester Wave rating for CRM Suites, Customer Service

Leader in the Gartner Customer Service MQ

Leader in Gartner Sales Force MQ

WHY MICROSOFT CLOUD POWER FOR CRM?

Connected

IntelligentFamiliar

Flexible

CHALLENGE:IMPROVING SALES AND SERVICE MANAGEMENT

• Traditional CRM systems can’t be customised for company’s needs

• On-premises CRM requires downtime for deployment and maintenance

• Critical business intelligence is in silos

• Processes are inconsistent across the company

?HOW CAN YOU OVERCOME THESE

BARRIERS TO BETTER SALES,

SERVICE,

AND RELATIONSHIP MANAGEMENT?

CRM WITH CLOUD POWER:

• Works with and like widely familiar software• Turns disconnected data into accessible business

intelligence• Allows you to develop and deploy custom

applications rapidly

SALES CHALLENGES

• Sales cycle too long, close rate too low

• Sales chain is disconnected from supply

• Current CRM tools limit sales expansion

?HOW CAN YOU ACCELERATE SALES

PRODUCTIVITY ACROSS YOUR

COMPANY?

CRM WITH CLOUD POWER LETS YOU:

• Rapidly deploy sales automation to increase conversion rates

• Flexibly connect systems and customise them easily• Expand quickly across divisions and around the

world

CUSTOMER SUCCESS: TRION

Challenge ResultsSolution

“Our efficiency has soared by well over 100 percent with Microsoft Dynamics CRM Online… I don’t have to pull our IT resources away from other tasks to tend to the CRM system.”

Jeff Kiely, Vice President of Sales and Marketing, Trion

• Trion, an employee-benefits consultant company, needed to improve sales-team productivity and collaboration.

• Challenge: Find a sales-automation system that reduced task duplication, was easy to use, and supported sales-team collaboration.

• With Microsoft Dynamics CRM Online, Trion deployed a CRM system that fit their budget and business needs—within weeks.

• Because it works with and like Microsoft Outlook®, which their sales team already used, employees learned and adopted the solution quickly.

• 100 percent improvement in sales efficiency

• Fast deployment and user adoption

• Improved business insight• Low implementation and

maintenance cost • Improved collaboration• Higher ROI on marketing

campaigns

SERVICE CHALLENGES

• Customer service processes are inconsistent, unreliable

• Customer can’t access key information securely

• Customer experience is disconnected

?HOW CAN YOU PROVIDE SERVICE

EXCELLENCE WITHOUT HIGH CUSTOMER

CARE COSTS?

CRM WITH CLOUD POWER LETS YOU:

• Uninterrupted customer service with consistent processes• Keep data reliable and secure leveraging Microsoft expertise• Connected customer experience, role-based via web-based

apps

?

CUSTOMISATION CHALLENGES

• Hard to tailor to my business • Line-of-business and industry-

specific applications are not accessible

• Multiple systems can’t be connected

How can you create, deploy, and

connect customised applications quickly

and affordably?

EXTENDED CRM (xRM) WITH CLOUD POWER:

• Tailor applications to a line of business or industry• Connect apps to software that your people know how

to use• Deploy applications rapidly across the enterprise

CUSTOMER SUCCESS: CENTURY PAYMENTS

Challenge ResultsSolution

“The efficiencies around the software-plus-service model are very compelling and enables us to tap into the world-class infrastructure that Microsoft has built up and continues to invest in.”

Joel Friedman, CIO, Century Payments

• Century Payments is a fast growing financial services firm that offers innovative payment-processing services to retailers.

• Eager to equip its expanding sales force with CRM tools, Century Payments needed a more affordable solution than Salesforce.com, which the company had been using for one year.

• Century Payments worked with a Microsoft Gold Certified Partner to switch to Microsoft Dynamics CRM Online for sales force automation functions.

• Encouraged by its success, Century Payments built a more complex solution that automated workflows for the merchant on-boarding process involving a risk analysis and verification process.

• Grew from 50 to 160 users resulting in $150,000 in annual savings

• 35 percent faster merchant approvals

• New applications built in just weeks using xRM Framework

• Reliable service for mission-critical applications

BUSINESS APPS COLLABORATIONCOMMUNICATIONS IDENTITYDESKTOP MGMT PLATFORMDATABASEPRODUCTIVITY

PLATFORMBUSINESS USERSBUSINESS APPS

ON-PREMISES & HOSTERS

$2.3B invested in cloud infrastructureGeo-replicated customer dataPublic and private cloud flexibility30,000 engineers working on cloud services

Financially-backed uptime guaranteesISO 27001:2005 and SAS 70 Type II compliantCarbon footprint innovationRapid innovation model

CLOUD SERVICES FOR BUSINESSES

DATA CENTRE INNOVATION

MICROSOFT DYNAMICS CRM ONLINEENTERPRISE CLASS CRM SERVICE, DELIVERED IN THE CLOUD, HOSTED

BY MICROSOFT

Familiar Experience

• Easy to learn and use

• Browser, Outlook, or phone

• Get data on the go

• Increased productivity

High Value

• Get more for less

• Low up-front cost

• Managed by Microsoft

• 99.9 percent uptime SLA

Instant Online Access

• Rapid deployment

• Accessible anywhere

• Try before you buy

• Real-time sales insight

Available in Australia in January 2011

CRM BETTER TOGETHER WITH

RAPIDLY DELIVER CUSTOM SOLUTIONS

OFFICE BASED STAFF

FIELD BASED SELLERS

CUSTOMER FACING WEBSITES & PORTALS

APPLICATIONDEVELOPERS DYNAMICS

CRM ONLINE

START YOUR PATH TO THE FUTURE.

HARNESS CLOUD POWER.

SPECIAL OFFER TO ATTENDEES:

Get Ready for Microsoft Dynamics CRM Online• If you would like to:

• Better understand business roadblocks/challenges in your IT investments

• Have a clearer picture of your current IT state• Know the common outcomes from your key business stakeholders• Get a roadmap of how to overcome any business or technical pain

points• Learn how a Microsoft Dynamics CRM and a cloud solution could

benefit your business needs

• Then…• HP are offering a complimentary Microsoft Dynamics CRM Online

Business Analysis*Slide 29* Subject to terms & conditions

A great value offer from HP comprising of:1) Pre-interview your business & IT stakeholders (up to 4) to understand

current challenges2) ½ day business stakeholder workshop where HP present the interview

findings, identify your current IT state, and gain agreement from stakeholders on the common desired business outcomes from IT

3) Identification of common business and technical pain points and articulate an IT roadmap demonstrating how Microsoft Dynamics CRM and a Cloud solution fit

THE HP MICROSOFT DYNAMICS CRM ONLINE BUSINESS ANALYSIS*

* Terms and Conditions

• Limited to the first 10 customers in Sydney, Melbourne and Brisbane• Customers must apply by Friday December 17, 2010 by email to luke.mathers@hp.com

• Customers must agree to undertake a pre workshop survey, supplied by HP Australia

© Copyright 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

NEXT STEPS• Microsoft in the data centre:

www.globalfoundationservices.com• Evaluate Microsoft Dynamics CRM Online:

www.crm2011beta.com

Slide 32

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

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.