A Day-in-the-Life with

Microsoft Dynamics CRM 2011

The Future of Productivity

2

Overall Microsoft Strategy

Platform

Cloud

Unified Communication and

Collaboration

CRM

Typical Technology Silos

Unified Communications

Exchange

Unified Messaging

Enterprise Voice

Dynamics CRM

Sales

Marketing

Customer Service

Managed Services

Help Desk

Tier II

Tier III

The Microsoft Solution Offering

On-Premises In the Cloud

Desktop

Windows 7

App-V

SCCM

Server Platform System

Management

Active Directory

Cloud Strategy

Data Center

Portals and Collaboration

Portals

Workflow

Search

Virtualization

Server

SCVMM

High Availability

Structured Process Management

CRM ERP

Communications Platform

Lync PBX

Exchange 2010

Platform

SharePoint Server

Presentation

ExtraNets IntraNets Dashboards Analytic Views Scorecards Workflow

Remote

Access Virtualization Integration

Services

SQL Server Monitoring Security

CIM/Contact Center

Lync

Microsoft Integrated Business Technology

1. The “Power of Productivity”

2. The Sales Conversation

3. The Customer Care Conversation

4. The Extended CRM Conversation

5. Summary

Agenda

The Power of Productivity

Customers have unparalleled access to product information

Barriers to switching rapidly eroding

Staff reductions mandate organizations do more with less

Positive customer experience key to success

A Competitive Landscape

92%

flat or declining 8.1%

increasing

“As product and price

differentiation erodes, businesses

are turning to customer

experience to gain market share

over their competitors.”

Customer Service Wave Report

Forrester Research

STAFF CHANGE OPINIONS % OF

RESPONDANTS

Cutting IT Headcount by 1%-15% 50.3

Cutting IT Headcount >15% 12.4

Increasing IT Headcount 1%-5% 7.6

Increasing IT Headcount >15% 0.5

No headcount Increase/Decrease 29.2

“Adopting a productivity focus that changes the way we work is the

only path to lock in productivity gains and earnings. Achieving

productivity gains requires changing the way people work so they

work smarter, achieve more, deliver greater quality and realize the

value of their efforts.”

Mark McDonald, GVP

Gartner

Renewed Focus on Productivity

“Power of Choice” Productivity”

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

* Access the full analyst

kit via Partner Source

The Extended CRM

Conversation

The Evolution from CRM To Extended CRM

Partner Relationship Management

Distributor Relationship Management

Patient Relationship Management

Employee Relationship Management

Contractor Relationship Management

Supplier Relationship Management

Asset Management

Property Management

Fleet Management

Land Management

Task Management

Event Management

Extended CRM leverages the flexible xRM Framework which allows organizations to easily configure and extend the capabilities of Microsoft Dynamics CRM.

Extended CRM is additive to core CRM and allows organizations to track and maximize the value of other relationship and assets and in turn extend the power of CRM.

The Sales Conversation

Productivity Is Key to Profitability

Sales Efficiency Sales Effectiveness

“High performing sales organizations

spend 30% less time throughout the year

on administrative tasks”

“High performing sales organizations

spend 40% more time each year

with their best potential customers”

Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on

Sales Effectiveness © 2008 Watson Wyatt Worldwide

Spending more time

with the right customers and prospects

Efficient, effective selling drives acquisition, retention of profitable customers

Differentiators

“Lead to Cash”

Native Outlook Client

Robust workflow

Insightful analytics

Mobile productivity

SFA Capabilities Today

• Office Fluent

User Interface

• Next-gen Outlook

experience

• RoleTailored

forms and views

• Advanced

personalization

Familiar Experiences

Real-Time Filtering: Reduced

Busy Work

Allows sales staff to instantly zero-

in on needed data

For example can use filters to display

only opportunities of last two months

Excel-like filters for each column

Conditional Formatting: Instant

Lead Scoring

Lead Scoring example: High

probability leads in green font

Guided Wizard for

easy rules creation

Formatting rules can be

applied against any entity

Excel Export/Import:

Improved Data Quality

True bi-directional sync with Excel

Sales person can work opportunities, export to

marketing group where they make changes to lead

and then import changes back into Microsoft Dynamics

CRM

Changes made in Excel

automatically incorporated in

Microsoft Dynamics CRM

Team Ownership: Better Team Selling

Account ownership of Records

For example, you could have a “Large

Account” team made of account managers,

sales reps., sales manager, CSS agents, etc.

Team security roles and

roll-up reporting

Contextual Docs: Streamlined

Proposals

Embedded document management

capabilities of SharePoint

Check-in/Check-out and lock-down

capability

For example, sale team can create central

repository of quotes and proposals for

faster proposal creation

Inline Visualization: Improved KPI

Tracking

Instant visualization of data most

relevant to sales person

Can use pre-defined

charts like Sales Pipeline

Built-in drill down capability

Can instantly create

custom charts via

guided wizard

Flexible Dashboards: Gleaning Insight

Can use multiple pre-built dashboards

Or can create personal dashboards via drag-n-drop controls

Easily bring in outside data like

maps, financial data, etc.

The Customer Care

Conversation

Reduction in call center resources

Agents saddled by multi-task environment

Mounting demands for operational efficiency

Increasing customer expectations

Customer Care Challenges

“On average, 40% of customers who suffer through

bad experiences stop doing business with the

offending company.”

What Service Customers Really Want by Dave Dougherty and Ajay Murthy –

Harvard Business Review, Sept 2009

Increase time

with customers

Achieve real-time

insight

Improve

conversion and

close rates

Delight your customers and strengthen the bottom line

Shorten sales

cycles

Contain costs

without sacrificing

service

Streamline

issue resolution

Microsoft’s Promise of Customer Care

Contain costs

without sacrificing

service

Boost operational

efficiencies

Arm each action

with insight

Differentiators:

360 customer view

Easy case handling

Built-in KB

Service scheduling

Streamlined processes

Customer Care Capabilities Today

Customer Care Productivity with 2011

1. Right data at fingertips

2. Faster Problem Resolution

3. Simplified work management

4. End-to-end KPI tracking

Most Recently Used Lists and

Record Pinning: Minimizing Clicks

New features dramatically reduce clicks and windows

which is huge time saver for call center reps.

Most Recently Used items

displayed just with a click

Can pin most often used records

(contacts, cases, accounts, etc.)

Pre-defined homepage

presents most relevant info.

Flat UI: Simplified Case

Tracking

New Flat UI dramatically reduces windows and

tabbing back and forth and in turn reduce call time

Can easily scroll down for

needed info.

Still have left-

hand Nav. for

users that want to

jump to specific

data point

Contextual sub-grids

Custom Activities: Improved Field

Service

Now have complete

flexibility to create any

activity

For example, can create “Onsite Repair”

activity and other Field Service related

activities

Can instantly add new tasks,

resources and resource

groups to activity

Support for re-occurring

appointments

Guided Dialogs: Guided

Problem Resolution

Guided Dialogs provide robust call scripting capabilities

Can create many types of

scripts. Multiple response

example to left

Can enforce actions/tasks

based on pre-defined rules Troubleshooting script

example

Queues: Streamlined Work

Management

Can create queue against any entity in

the database

Can create individual or

team queues

Can lock-down queues until action is complete for sequential work management

For example, can create case escalation

queue for important customers

Auditing: Improved Accountability

System-wide auditing

Important for call

centers who have

strict SLAs

Can see all changes made at record

or field level

Can create pre-defined

auditing rules

The Extended CRM

Conversation

The Evolution from CRM To Extended CRM

Partner Relationship Management

Distributor Relationship Management

Patient Relationship Management

Employee Relationship Management

Contractor Relationship Management

Supplier Relationship Management

Asset Management

Property Management

Fleet Management

Land Management

Task Management

Event Management

Extended CRM leverages the flexible xRM Framework which allows organizations to easily configure and extend the capabilities of Microsoft Dynamics CRM.

Extended CRM is additive to core CRM and allows organizations to track and maximize the value of other relationship and assets and in turn extend the power of CRM.

Increase time

with customers

Achieve real-time

insight

Improve solution relevance and business impact

Shorten sales

cycles

Contain costs

without sacrificing

service

Enhance value of

all relationships

Microsoft’s Promise of Extended CRM

Improve

business fit

Drive operational

excellence

Increase

business agility

Differentiators:

Robust workflow engine

Multi-channel communications

Powerful BI capabilities

Point-and-click configuration

Powerful partner solutions

Extended CRM Capabilities Today

xRM Framework

Extended CRM Productivity with 2011

1. Impactful connections

2. Role-tailored experience

3. Greater industry relevance

4. Value-add solutions

Connections: Influencing the

Influencers

Can create any kind of role and

apply to any entity

Especially useful in sales cycle where

there are multiple influencers (lawyers,

consultants, tax experts, etc.)

Key enabler of Extended

CRM

Each role can have

distinct attributes

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© 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.