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A sneak preview of the busy road ahead for Microsoft Dynamics CRM, with eight new releases scheduled for 2014 alone. Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
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Steven Foster, Dynamics CRM Product and Marketing Manager, @FozzyNZDylan Haskins, Dynamics CRM Solution Architect, @thexrmguru
CRM Track
CRM Roadmap
15+ years CRM experience
CRM Evangelist
Microsoft CRM MVP & Microsoft Partner seller
@FozzyNZ
www.nakedcrm.com
Steve FosterCRM Product and Marketing Manager
15+ years CRM experience
CRM Technical God
Microsoft CRM MVP & Microsoft Partner seller
@thexrmguru
www.thexrmguru.com
Dylan HaskinsCRM Solution Architect
PRESENTERS - THE TEAM
Our Agenda
CRM Roadmap and what’s next
Questions
CRM 2013/2015 Demo
Intergen’s CRM Year
CRM Track – CRM Roadmap | 4
Intergen’s CRM YearA rollercoaster of projects
Dynamics CRM Scale: 5+ new consultants added to the team
New Customers: 30+ new CRM customers
CRM Engagements: 130+ CRM Project Engagements at varying levels across 79 Customers
Largest Deployment since last Dynamics Day: 300+ Seats
Number of CRM MVPs: 2, that is 2 of the 64 worldwide CRM MVPs, a great achievement
Top Industries by Activity: Professional Services, Education, Retail, Financial and Insurance
CRM Online and Hosted: This year has seen a rise in uptake of CRM online, with a high
proportion of customers moving or evaluating the fit.
New Partner Add-ons: Resco Mobile
Partner Accolade's: Top 5 ClickDimensions Global Partner, Fozzy recently presented at the Idea
Global Conference attended by 1700 people
Microsoft Activity: Continue to innovate with the Dynamics CRM team within our Seattle office
CRM Track – CRM Roadmap | 5
CRM Roadmap
CRM Track – CRM Roadmap | 6
Question: How many releases of
Dynamics CRM will there by in 2014?
8
CRM Track – CRM Roadmap | 7
Q1 CY 2014 Q2 CY 2014 Q3 CY 2014 Q4 CY 2014 H1 CY 2015
Microsoft Dynamics Marketing “Mira”
Microsoft Dynamics Marketing “Electra”
CRM
Social
Marketing
Parature
Microsoft Social Listening
“Subra”
Microsoft Social Listening “Hydra”
Microsoft Dynamics CRM “Libra”
Microsoft Dynamics CRM “Vega”Microsoft Dynamics
CRM “Leo”
Acquisition Integration v1
SPR
ING
WAV
E
FALL
WAV
E
CRM Track – CRM Roadmap | 8
CRM
Social
Marketing
Parature
Microsoft Dynamics Marketing “Spica”
Microsoft Social Listening “Corvus”
Microsoft Dynamics CRM “Carina”
Taurus
SPR
ING
RE
LEA
SE
Q1 CY 2015 Q2 CY 2015 Q3 CY 2015
CRM Track – CRM Roadmap | 9
Spring Wave Recap
CRM Track – CRM Roadmap | 10
Mobile
Case updates on MOCA infrastructure
Unified Service Desk Agent desktop for integrating different channels and applications
Email Enhancements
Automatic conversion of email to case
Social Care
Generic framework to create social activity & case
Case Management
State of art case management , parent-child,
merge
Multi-Geo
Ability to set up different customer service schedules by geo
Profit Center
DifferentiatedService Effortless
Seamless ConsistentExperience
Channel Expansion Customers ValueCore Service
Entitlements
Ability to define entitlements by channel, product
Service Level Agreements
Flexible tracking service For different KPIs
Queuing
Public & Private Queues and Routing rules
Customer Care : A Big Step Forward….
Q2 CY14 – Standalone Social Listening and analytics
Twitter fire hose
Common UX across CRM 2013, Dynamics Marketing, and Social Listening
INSIGHTS AND UX
Microsoft compliant
Running on Windows and SQL Azure
Enterprise Ready
Office 365 Provisioning
OFFICE 365 GENERAL SOCIAL LISTENING AVAILABILITYPLATFORM
MSL: mockup, not necessarily what will ship!
MSL: mockup, not necessarily what will ship!
Mobility Story Advancement - LeoFar East Android Compatibilit
yRe-configure
84% of
organizations have remote workers
95% of Fortune 500
companies will deploy mobile applications soon
Always on --Consumers usean average of 4 devices
every day
Productivity Enhancements
EXCHANGE SYNC ONLINE
Server Side Synchronization for online to online scenario
Reduced Cost
SharePoint Server SYNC Server Side Synchronization for CRM
Online & SharePoint online
Platform Enhancements
PROCESS ENHANCEMENTS
Workflow Enhancements
State Model
Async Scaling
Timer Control
LIFECYCLE MANAGEMENT
Export as
Visual Studio Toolkit Enhancements
Package Deployment Tool
Update Plugin registration
Configuration Migration Tool
Sandbox Availability for online
Prod Test
Dev1
Dev2
Reset
Copy
Snapshot
CRM Track – CRM Roadmap | 16
Fall Wave Sneak Preview (Q4 Nov/Dec)
CRM Track – CRM Roadmap | 17
Lots of new features … Microsoft Dynamics CRM “Vega”
Hierarchies Calculated Fields Rollup Fields
Branching Business Processes
Server Side Business Rules Global Search Navigation bar
Search
Product Attributes, Families, Versions
Product Suggestions
Field Level Security on
System Fields
Offline Mobile (draft state)
Hierarchical Security
Enhanced SLAs Pause and Resume
Enhanced Data Sync with Outlook
Outlook Configuration Wizard update
Mobile Client Draft Mode
CRM Track – CRM Roadmap | 18
Calculated Fields in one slide
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Roll-up Fields in one slide
CRM Track – CRM Roadmap | 20
Microsoft Social Listening Social Engagement vs Social Listening
Microsoft Social Listening “Hydra”
Microsoft Social Listening
Social CRMMultiple LanguagesSentiment AnalysisMultiple SourcesTrends
Spring Wave - Listen
Brand awarenessCompetitor noiseMonitor Influencers, Advocates and Detractors
Fall Wave - Engage
Track in CRMSocial Customer CareTask Management
H2 CY14 – Social insights and engagement
Social insights available for CRM forms and dashboards
Geo location / heat maps
Topic maps
Entity extraction
INSIGHTS
Additional data sources (TBD)
Additional languages for UX and sentiment analysis (TBD)
Public API’s
Widget API
Power BI connector
Track in CRM: Create social activity, case, lead, opportunity, … in CRM
Social customer care
Threaded conversations
Task management, workflows
ENGAGEMENT
EXTENDING THE PLATFORM
MULTIPLE RELEASES DURING H2 CY14
CONFIGURABLE SOCIAL INSIGHTS IN FORMS AND DASHBOARDS
NEW ANALYSIS CAPABILITIES
SOCIAL CUSTOMER CARE SCENARIOS
MSL: mockup, not necessarily what will ship!
CRM Track – CRM Roadmap | 22
CRM2015 Supported and Discontinued support
A glimpse of the future
Thank You
Steve FosterCRM Product and Marketing [email protected]@FozzyNZwww.nakedcrm.com
Dylan HaskinsCRM Solution [email protected]@thexrmguruwww.thexrmguru.com
