Intergen - Dynamics CRM Roadmap and Social Media

Steven Foster September 2011

Dynamics CRM Update, Roadmap and Social Media

Dynamics CRM Update and Roadmap

Introduction

Dynamics CRM Update (10mins)

Dynamics CRM Roadmap (10mins)

Social Media and CRM (15mins)

Lets see it in Action! (5mins)

Questions

Agenda


Steven Foster: CRM Product Manager

My role is to drive the Microsoft CRM business, delivery and partner relationships

People call me passionate about CRM and even an evangelist!

I have been working in the field of CRM for over 12 years, implemented many CRM and xRM solutions and have experience across a broad range of CRM technologies, industries and countries.

http://www.vector.co.nz/ /

http://www.chapmantripp.com/Pages/default.aspx

Dynamics CRM Update


Is a flexible business application that helps organisations increase

business productivity and drive connections across people, processes

and ecosystems

xRM Framework

Core CRM

Sales Productivity Customer Care Marketing

Extended CRM

Industry Solutions – Grants 360

Custom Applications


Microsoft Dynamics CRM 2011 delivers The Power of

Productivity through familiar, intelligent and connected

experiences for people inside and outside an

organisation

The focus of CRM 2011

Familiar – natural and personal

Intelligent – insight and actionable

Connected –

collaborative and integrated


Business at a Glance

Over 2,00,000 users in more than 80 countries with 40+ languages

Over 30,000 customers from small to enterprise

Over 1,200 software and services partners with Dynamics CRM competency

Over 100 service providers hosting Dynamics CRM solutions

Regional datacenters in the Americas, EMEA, and APAC

Multi-tenant architecture for cloud and on-premises deployment

Developer symmetry between our cloud and on-premises assets for integration and extensibility

More value for less helps customers make the most of their investments


FORRESTER -Medium

“Microsoft Dynamics

CRM shines by offering

flexibility for large and

midsized organisations.”

~ Bill Band


Lots of Features ...

Business Process Management

• Business org. modeling

• Tree based designer

• Hyperlink support in prompts

• Static & dynamic response types for prompts

• Custom workflow activity

• Import/export process definition

• AppFabric integration

• Interactive workflow

Content Management

• Track changes

• Version control

• Automatic folder creation

• Secure file sharing

• Quick preview

• Simultaneous editing

• Single sign-in

• Text search with documents

User Experience

• Native Outlook search experience

• Column filters

• email template support

• Outlook Social Connector

• Record counts

• Re-occurring meetings

• Meetings bi-directional synch

• Context menus

• Accessibility compliance

• Voice recognition tools support

• Outlook follow-up/reminders

• Outlook categories on CRM records

• Data cleansing enhancements

• Data mapping

Personalization

• Multiple application use/switching

• Intelligent choice controls

• Dynamic forms

• Navigation shortcuts

• Flexible filtering and search

• View selection persistence

• Personalized synch folders

• Personalized reading pane

Customer Care

• Custom activities

• Customer care dashboard

• Case modeling

• KB article customization

• Workload management

• Flexible queues

• Business/contact center goals

• System-wide auditing

Sales

• Quota management

• Team selling capabilities

• Connections

• Custom currency

• Sales dashboard

• Write-in products

• Negative price support

Marketing

• Marketing dashboard

• Dynamic Marketing Lists

• Bulk update

• Rich CRM emails

• Improved Data Import Wizard

Customization and Extensibility

• Forms designer

• System views

• Visualization Designer

• Customizable dashboards

• “Any to Any” relationships

• Multi-factor authentication

• Interactive override for Field Level Security

• Global Jscript libraries

• HIPAA certifiable

Management and Administration

• Multi-nation setup

• Claims based set-up configuration

• Server admin automation

• Organization management automation

• Simple Internet-facing deployment

• MUI upgrades

• Org. update/upgrade

• Tenant by tenant upgrade migration

• Server farm updates

• Deployment Web-Services

Integration

• Azure Service Bus integration

• Firewall tunneling

• Bulk data load

Solution Management

• Solutions hosting

• Solution lifecycle management

• Managed properties

• Community rankings

• Listings details and management

• Search and navigation

Over 500 enhancements

Microsoft CRM 2011

Roadmap


Microsoft is committed to the “power of choice”

allowing flexibility with deployment

Microsoft Dynamics CRM will continue to “harness and

surface” the collaboration capabilities from Microsoft

SharePoint, Microsoft Lync, and Microsoft Office.

Improved provisioning and evaluation of Microsoft

Dynamics Marketplace solutions

Roadmap May 2011 Highlights


Summary of Dynamics CRM Online Q4 2011 Update

Unified Office 365 Experience*

Unified Provisioning

Unified Billing**

Unified Administration

Enterprise Cloud

Identity Federation

In-Region Disaster

Recovery

Industry Certifications

Feature Enhancements

New BI Capabilities

Enhanced Dialogs

Enhanced Data Cleansing

Social (Wave 1)

Activity Feeds

Windows Phone 7 Activity Feeds App


Social Media – Micro Blogging Glimpse


Social Media and CRM: A Practical Approach

Social Media and CRM

What is Social Media and why does it matter?

How does Social Media relate to your organisation?

Microsoft Dynamics CRM and Social Media

Summary, discussion, and questions

Agenda

What is Social Media?

The term social media refers to the use of web-based and mobile technologies to turn communication into interactive dialogue.


Image Courtesy of Espresso










People talk, just as they breath, eat and sleep

People also listen

An extension of the dinner table conversation

Same rules

Same behaviour

But: It’s Just People


Social CRM

Whether organizations like it or not, customers are

going to utilize social technologies to participate in

conversations, post thoughts and observations or

complain about your products and services

You can choose to listen and engage customers

through these new channels or ignore them

Conventional wisdom says that the former is the

preferred option


Casual Professional

Pri

vate

P

ub

lic

Blogs


Customer intelligence

Reputation monitoring

Lead generation

Customer service

Public relations

Campaign management

What can you get out of Social Media?

+ Effort + Risk + Reward

Reputation Monitoring Tips


What do you do when your Social CRM Tool detects a

mention?

OMG! A Mention!


Each network has its own tone

Unwritten rules and expectations

E.g. Twitter: don’t auto-tweet other feeds

Don’t auto-DM new followers

Tone


Lurk before wading in

This means being engaged and online BEFORE an

event

Example: BP Gulf oil spill PR

Result: @BPGlobalPR

Detecting Tone


@BpGlobalPR


@BpGlobalPR


@BpGlobalPR


AKA “Network Effect”

I tell 10 friends, who each tell 10 more.

Inverse law: the harder you try, the less likely it will

happen.

Due to bullshit detection?

Viral Effect


Beware of the Streisand Effect


Don’t over react.

What would you do if someone made an incorrect

statement at a dinner party?

What if they were angry?

What about if someone was obviously an idiot?

Reaction


REACTION

http://www.wired.com/dangerroom/2009/01/usaf-blog-respo/






Social Media in Dynamics CRM


Customer intelligence

Reputation monitoring

Lead generation

Customer service

Public relations

Campaign management

What can you get out of Social Media?

+ Effort + Risk + Reward


Managing Social Interactions


Account level profiling

Contact management awareness

Campaign Event – Connecting to more than just your

known contacts

3rd Party extensions – InsideView

What does it look like?


It doesn't have to be difficult

Add a lot of value with some simple configuration

Expand your network with a connected approach

Take Outs

Questions

Thank you

Technology

Intergen - Dynamics CRM Roadmap and Social Media