Quick Introductions

Dynamic CRM 2011 Overview

xRM Overview

Amplify Dynamic CRM 2011 with Cloud

Today and Tomorrow

FAQ

"The purpose of business

is to create and keep

a customer.“ – Peter Drucker

The role of IT is:

Increase productivity

Grow the business

Reduce costs

– Microsoft Dynamics® CRM

Business applications using familiar Microsoft® Outlook® and other Office productivity tools.

Integrated collaboration and real-time communications tool, for example Microsoft SharePoint® and Microsoft Lync™.

Powerful systems management tools.

Rapid development using Microsoft Visual Studio® and .NET.

Leverage Microsoft Office tool Use Microsoft Word Mail Merge.

Use Outlook for messaging, appointment and task feature

Visualize business data with real-time dashboards. Use Microsoft Excel® capabilities to

analyze data.

Uncover deeper customer insights with Microsoft SQL Server.

Benefit from rapid customization and extensibility.

Quickly automate business process.

Track and optimize team performance.

Maximize hardware return on investment (ROI).

Look for the possibility to take advantage of the power of the cloud.

• Office ribbon

• Reading pane

• Follow-up flags and reminders

• Native email & meeting forms

• Conditional formatting

• CRM Tracking pane

• Rich forms and views

• Preview panes

• Enhanced performance and synchronization

• Multiple role-tailored dashboards

• Visualizations displayed within any data grid

• Click-through to visually analyze and navigate

• Real-time updating

• Common chart types, inline grids, iFrame, web resources (i.e. maps)

• Dynamic

Marketing Lists

• Mail Merge

integration

• Total record count

• Bulk email

attachments

• Rich-text emails

• Define the steps necessary to automate specific business processes, task with defined condition

• Manual or Auto run

• Guided flow and prompts

• Embeddable tips, queues, and hyperlinks

-Outlook Integration -Dashboard -Import Data and Marketing List

64-bit Windows 2008 SP2 or 2008 R2

IIS7 (for web based server role)

.NET 4.0

64-bit SQL Server 2008 or 2008 R2

64-bit Windows 2008 SP2 or 2008 R2

Win7, Vista, XP (32 bit & 64 bit)

Internet Explorer 7.0+

Office 2003, 2007, 2010 (32 bit and 64

bit)

SQL Server Express 2008

.NET 4.0

Exchange 2007, 2010, Online (12 and

14)

SMTP or POP3 server

Used By

To Manage

Automates

Tracks

Provides

Integrates with

Used By

To Manage

Automates

Tracks

Provides

Baseline Definition (CRM)

Marketing, Sales and

Customer Service Teams

Customer Relationships

Mktg, Sales and Service

Business Processes

Interactions, Activities,

Tasks, and 360 History

Customer-centric Analytics

C = Customer

Integrates with

ERP applications

Used By

To Manage

Automates

Tracks

Provides

Baseline Definition (CRM) XRM

Marketing, Sales and

Customer Service Teams “Any” Team

Customer Relationships “Any” Relationship

Mktg, Sales and Service

Business Processes “Any” Relevant Process

Interactions, Activities,

Tasks, and 360 History Interactions, Activities, Tasks

and 360 History of “X”

Customer-centric Analytics “X”-centric Analytics

X = Any C = Customer

Integrates with

ERP applications ERP and CRM applications

Interactions & Activities

Business Processes

Task Automation

Maintenance Automation

Recruiting Automation

Departments / Groups…

Organizations Relationships

“Anything” (x) Relationship Management

People (dealers, vendors, employees…)

Places (properties, locations, real-estate…)

Things (assets, animals, displays, franchise…)

Interactions & Activities

Business Processes

Task Automation

Maintenance Automation

Recruiting Automation

Departments / Groups…

Organizations Relationships

“Anything” (x) Relationship Management

People (dealers, vendors, employees…)

Places (properties, locations, real-estate…)

Things (assets, animals, displays, franchise…)

Development

Tools

Development

Frameworks

Packaged

Applications

Build Buy

Development

Tools

Development

Frameworks

Packaged

Applications

Build Buy

Application

Framework

Database

Services

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

Metadata

Services

Database

Services

Application

Definition

Portable

Application

Model

Release &

Upgrade

Mgmt

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

Business Logic

Services

Metadata

Services

Database

Services

Granular

role-based

Security

Business

Process

Modeling

Windows

Workflow

Foundation

Application

Definition

Portable

Application

Model

Release &

Upgrade

Mgmt

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

User Experience Services

Business Logic

Services

Metadata

Services

Database

Services

Granular

role-based

Security

Business

Process

Modeling

Windows

Workflow

Foundation

Application

Definition

Portable

Application

Model

Release &

Upgrade

Mgmt

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

Online/

Offline

Mobile/

Portal/Custom

Custom User

Features Microsoft Office/

Outlook

Extensibility

Services

User Experience Services

Business Logic

Services

Metadata

Services

Database

Services

Granular

role-based

Security

Business

Process

Modeling

Windows

Workflow

Foundation

Application

Definition

Portable

Application

Model

Release &

Upgrade

Mgmt

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

Visual Studio

.NET Assemblies

Client-side Jscript

ASP.NET Custom

Forms

Custom Workflow

Actions

Event Framework/

Dynamic Code Plug-

ins

Server SDK

Offline SDK

Online/

Offline

Mobile/

Portal/Custom

Custom User

Features Microsoft Office/

Outlook

Integration

Services

Extensibility

Services

User Experience Services

Business Logic

Services

Metadata

Services

Database

Services

Granular

role-based

Security

Business

Process

Modeling

Windows

Workflow

Foundation

Application

Definition

Portable

Application

Model

Release &

Upgrade

Mgmt

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

Visual Studio

.NET Assemblies

Client-side Jscript

ASP.NET Custom

Forms

Custom Workflow

Actions

Event Framework/

Dynamic Code Plug-

ins

Server SDK

Offline SDK

Enterprise Mash-ups/

Composite

Applications

Embedded User

Interfaces/ IFrames

Business Logic/

Process Orchestration

Data & Metadata APIs

Prebuilt Connectors

Online/

Offline

Mobile/

Portal/Custom

Custom User

Features Microsoft Office/

Outlook

Integration

Services

Extensibility

Services

User Experience Services

Business Logic

Services

Metadata

Services

Database

Services

Analytical

Services

Granular

role-based

Security

Business

Process

Modeling

Windows

Workflow

Foundation

Application

Definition

Portable

Application

Model

Release &

Upgrade

Mgmt

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

Dashboards

KPIs Reporting/

OLAP

Data Mining/

Predictive

Visual Studio

.NET Assemblies

Client-side Jscript

ASP.NET Custom

Forms

Custom Workflow

Actions

Event Framework/

Dynamic Code Plug-

ins

Server SDK

Offline SDK

Enterprise Mash-ups/

Composite

Applications

Embedded User

Interfaces/ IFrames

Business Logic/

Process Orchestration

Data & Metadata APIs

Prebuilt Connectors

Online/

Offline

Mobile/

Portal/Custom

Custom User

Features Microsoft Office/

Outlook

Service-Oriented Architecture

Integration

Services

Extensibility

Services

User Experience Services

Business Logic

Services

Metadata

Services

Database

Services

Analytical

Services

Granular

role-based

Security

Business

Process

Modeling

Windows

Workflow

Foundation

Application

Definition

Portable

Application

Model

Release &

Upgrade

Mgmt

Declarative

Data

Modeling

Referential

integrity /

relationship

Dynamic

Ripple Effect

Dashboards

KPIs Reporting/

OLAP

Data Mining/

Predictive

Visual Studio

.NET Assemblies

Client-side Jscript

ASP.NET Custom

Forms

Custom Workflow

Actions

Event Framework/

Dynamic Code Plug-

ins

Server SDK

Offline SDK

Enterprise Mash-ups/

Composite

Applications

Embedded User

Interfaces/ IFrames

Business Logic/

Process Orchestration

Data & Metadata APIs

Prebuilt Connectors

Enterprise-class

scalability &

performance

Platform

Management

Tools

Developer Tools Multi-tenancy

Multi-lingual

Multi-currency

Online/

Offline

Mobile/

Portal/Custom

Custom User

Features Microsoft Office/

Outlook

• Usability through Microsoft Office/Outlook

• Flexibility through Dynamic Application Services

• Choice through various delivery and usage options

• Productivity through point & click and Microsoft

• Fits people, business, environment and budget

• Enterprise-class scalability, availability and performance

Microsoft Dynamics Marketplace

Find, try, and buy high-quality

applications and services

Optimized search logic to

quickly find relevant solutions

Tested and certified

applications

Customer ratings and

reviews

Integrated into

Microsoft Dynamics CRM

2011

Available today in more than

29 countries

- Create form field - Form publishing - Workflow walkthrough

Increased Agility New Economics Reduced Management

Pay for what you use

Predictable costs

Shift from capital expenses to operating expenses

Accelerate speed to value

Latest software for users

Internet collaboration

Anywhere access

Instant self-provisioning

No maintenance

Faster deployment

Instant upgrades

Multilayered security framework and backup

The benefits of deploying technologies through cloud services to drive

productivity and increase efficiencies are proving out every day.

Microsoft Dynamics CRM Online delivers powerful

business applications.

Windows Azure™ adds general-purpose cloud computing platform.

Microsoft Exchange Online for email and messaging.

Office 365 offers cloud versions of Office software:

Office Professional Plus.

Microsoft SharePoint® Online for document management and

portal capabilities.

Microsoft Lync Online for Live Meeting and unified messaging.

Microsoft Office

Web Apps

Rich

document

management

Document management and portal capabilities

Collaboration

and knowledge

sharing

Real-time

IM and

presence

Live Meeting and

Unified Messaging

Integrated

Outlook email

Seamless

communications

and tracking

Microsoft Office

Web Apps

Rich

document

management

Document management and portal capabilities

Collaboration

and knowledge

sharing

Real-time

IM and

presence

Live Meeting and

Unified Messaging

Integrated

Outlook email

Seamless

communications

and tracking

Microsoft

Confidential 39

Microsoft

Confidential 40

Over 65% of new CRM customer adds are Online

Update package or “Release” every 6 months / New Version every 24 months

Current Release = R7 (Q4, 2011)

Next Release = R8 (Q2, 2012)