Microsoft Dynamics CRM - new choices for
customers, new opportunities for partners
Paul Bowkett
CRM Business Manager
Microsoft New Zealand
pbowkett@microsoft.com
Wed17th Sept 2007
• What’s your business’s main focus:
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Information worker
BI
Infrastructure
Dynamics ERP
Other Biz Apps
• Do you use Microsoft Dynamics CRM?
• Are you interesting in reselling or providing
services around CRM
• Or are you just here to see some really cool
software?
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Solution overview
Microsoft investment/Next Release Update
What is the market opportunity for Partners?
How can Partners capitalise on the opportunity?
Partner resources and Next Steps
Integral Technology
• Finance
Gen-i
• Healthcare
Intergen
• Education/Government
Complete Solutions
• Primary Industry
Intergen
• Property
• Over 11,400 customers
• Over 475,000 users
Microsoft CRM
Customer Growth Worldwide
• Full suite of marketing,
sales, and service
+100%
• Native Office experience
• Web services
architecture
+100%
• Fast, flexible, and
affordable
• Available in
22 languages
FY’04
FY’05
FY’06
Small Businesses
Midsized Companies
Large Enterprises
In Midmarket:
• Forrester Research
• February, 2007
In Enterprise:
• Gartner Inc.
• June, 2007
• Magic Quadrant for Sales Force Automation
• #3 among all vendors for enterprise sales
• Moved strongly “up and to the right” from
Niche last year to edge of Leader quadrant
A tremendous user
experience
• It’s about user adoption
and productivity
The ability to drive
business agility
• It’s about the process
and analytics
The most flexible
solution in the
market
• It’s about our platform
& our partners
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Solution overview
Microsoft investment/Next Release Update
What is the market opportunity for Partners?
How can Partners capitalise on the opportunity?
Partner resources and Next Steps
• New CRM Mobile Express application
-- shipped in Q3 2006 (as open source)
• New connectors to ERP and CRM systems
-- shipped in Q4 2006
• New Office 2007 &Vista release (“v3c”)
-- shipped in Q1 2007
• New Analytics Foundation package
-- shipped in Q1 2007 (as open source)
• New industry templates
-- Available now (as open source)
• Two key industries
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Manufacturing
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Municipal Government
• Available now!
• Shared Source
• Upgradeable to Titan
• Key Deliverables
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Data model, Workflows, Roles
& UI, Demo Data, Demo Script,
Collateral, Presentation
• Our next major CRM release:
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Codenamed “Titan”
Will be released as Microsoft Dynamics CRM V4
• Major new capabilities include:
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Platform development enhancements
Multi-tenancy enables more efficient hosting
Multi-language on one server
Multi-currency on one server
Windows workflow enables cross-process workflow
Performance optimisation (network and server)
Dozens of other enhancements & improvements
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Outlook - Auto update Outlook client, more offline configuration, “Most
recently used” list for email tagging, Sync all activity types to outlook (phone
call, letter, task, etc.), Tracking token gone, Mail-merge improvements
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Business Intelligence – Multi-entity data views provides more enhanced
reporting, report wizard and scheduled reports , snapshot reporting, dynamic
Excel reports gain a new level of richness
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Workflow – built on Windows Workflow foundation, Workflow designer
available in web UI, more entities/events, processes, More robust
expressions and branching
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Customisation - Entity-to-entity relationship improvements, Many:Many, More
UI Nav Control, new import/export functions (roles, security, workflow)…
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Data Management - Duplicate record detection, Bulk Import enhancements,
Support for all entities, including custom, update from import, Migration tools,
purge….
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Administration – Internet Facing Deployments, Org mgr, User Import wizard,
Environment diagnostics and much more……
On Premise and Hosted
“Traditional IT” “Software + Services” “Pure-Play SaaS”
On-Premise
Software
Hosted
Services
Control and ownership
Infrastructure TCO
Strategic capabilities
External dependencies
Customization, compliance
Time to market
Choose how you use it
Dynamics CRM
On-Premise
Outlook, browser, mobile
Choose how you get it
Software or service
Dynamics CRM
Partner Hosted
Dynamics Live
CRM
Choose how you buy it
“Own it” or “rent it”
Global
On-Demand
North America
2H 2007
or “rent to own”
This example shows CRMLive – www.crmlive.com
Internet-facing
deployments
• Support remote users without a VPN
Simplified
administration
• Reduced hardware cost / complexity with multi-tenancy support
• Auto-update for the Outlook client
• Simplified setup for Citrix / TS environments
Better scale out
support
Better manageability
Better performance
and scale
• Role-based setup
• Improved tracing, logging, and monitoring
• Significantly reduced page sizes
• Fewer HTTP requests per page
• Improved performance for offline sync
Q3, 2007
Q4, 2007
Q1, 2008
Titan
Roadmap
Live CRM
Early Access
Titan
RTM & RTW
Titan Available in
20+ Languages
Titan
Activities
Titan Customer
Showcase
Global Readiness
Tour Nov Akld
Global Launch
Tour Events
(On-premise and
hosted deployments)
(Titan Sales, Marketing
& Technical Training)
(Titan Launch events
and activities)
All dates are per current plans and subject to change.
The global readiness tour and Partner Launch tour is coming to NZ Nov
21st. We will have key people from MS Corporate to cover V4 in depth:
Global Readiness Tour and Titan Partner Launch Tour
Keynote (Roadmap Update, Software + SaaS, Choice)
What's New (Titan themes, Core Messages, Core Scenarios)
Learn to Demo Titan (Core story line and demo)
Business Track
(marketing, sales & pre-sales)
Technical Track
(consultants, developers , BA's, Implementors)
Titan Messaging/Value Prop
Architecture & Configuration
(Scenarios, Enterprise, Contact Center)
(Multi's, how to configure…)
Competing with Titan
Customization & Workflow
(Prospecting, ROI, Competitive)
(entities, workflow, offline…)
Detailed Scenario Demos (understand features how to demo)
Data & Systems Management
(upgrade, de-dup, migration…)
Wrap-up, Q&A, etc.
Build a tailored CRM system now on 3.0;
Move to V4 when you’re ready!
Base
CRM 3.0 system
Automated
migration:
Now
Customised
CRM 3.0 system
Configuration &
Customisation:
• User interface
• Business logic
• Data model
• User interface
• Business logic
• Data model
Later
Customised
V4 system
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Solution overview
Microsoft investment/Next Release Update
What is the market opportunity for Partners?
How can Partners capitalise on the opportunity?
Partner resources and Next Steps
55.4
$56
$54
51.9
$52
$50
47.9
$48
$46
$44
CRM
2008
Source: Gartner
"Services, Worldwide, 2005-Forecast: Enterprise CRM, ERP and SCM Solution
Implementation 2010", 23 October 2006, Matthew Goldman et. Al
Forecast: CRM Software, Asia/Pacific and Japan, 2006-2011 April07. Sharon A. Mertz et al
2009
2010
“How interested are you in adopting software-as-a-service?”
59%
Not at all interested
41%
31%
Interested or planning to pilot
46%
10%
11%
Already using or currently piloting
0%
SMB*
10%
20%
30%
40%
50%
Enterprise**
*Base: 772 decision-makers at North American and European SMBs (six to 999 employees)
**Base: 667 decision-makers at North American and European enterprises (1,000 or more employees)
(percentages may not total 100 because of rounding)
Source: Forrester Research
* Business
September 2006 North American And European SMB Software Survey
•** Business Technographics September 2006 North American And European Enterprise Software Survey
Technographics®
60%
In CRM
Forrester:
:
In ERP :
“In which vendor’s CRM
software will you invest?”
Forrester:
“In which vendor’s ERP
software will you invest?”
Vendor
Vendor
Microsoft
%
42%
Microsoft
%
44%
Salesforce.com
7%
Oracle
16%
Oracle
7%
SAP
8%
SAP
6%
Sage Group
6%
In house
6%
Other
34%
16%
Other
21%
Don’t know
Don’t know
24%
Source: Forrester June 15, 2007, US-MB (100-1000
employees) measuring Purchase Intention
Source : Forrester June 2007. US SMBs,
Purchase Intention for 2007
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Solution overview
Microsoft investment/Next Release Update
What is the market opportunity for Partners?
How can Partners capitalise on the opportunity?
Partner resources and Next Steps
Different Paths to Partner Success
Bigger
Projects
Smaller
Projects
• Larger deployments
• Higher complexity
Initial deals
• Repeatable
methodology
• Packaged IP
Low
Volume
Higher
Volume
Empower
Your
Customers
Deliver unprecedented choice to customers:
Where it runs: On-premise, on-demand, or both
How you pay for it: perpetual license or subscription
How you use it: Outlook, browser, mobile, portal…
Empower
Increase
Your
Customers
Your
Reach
Address new opportunities:
Geographic reach: in person or “in the cloud”
Segment reach: lower-cost sales and service
Industry reach: packaged IP in target industries
Empower
Increase
Accelerate
Your
Customers
Your
Reach
Your
Business
Build your competencies to compete:
Process expertise: workflow and analysis
Technical expertise: install, configure, customise
Sales and marketing : new models = new strategies
• Resell
• Host
• Refer
• Customise
• Design
• Consulting
and Develop
• Support
and Training
PARTNER
FRAMEWORK
Partner Driven Innovation !
Customer
Segment
Small
Business
Core
MidMarket
Upper
MidMarket
Enterprise
# of CRM Users
10
70
300
700
Industry
High-Tech
Life Sciences
Manufacturing
Pro
Services
Sales Cycle
30 days
30 days
2 months
6 months
Implementation
Time
1 week
60 days
3 months
9 months
CSA Fees
$1,200
$20,500
$64,500
$120,000
Services Revenue
$15,000
$150,000
$215,000
$300k+
Total Partner
Revenue
$16,700 +
recurring
services
$170,500
$279,500
$421,800
Break-even around 9-18 months
Range of initial investments is approximately $20k to $50k
Annual ROI of 33% (of expenses) in 2nd year and beyond
“Titan is the technology that underpins and is used for building
Dynamics Live CRM…
In the case of Titan there's an opportunity for you to build
applications that would literally run on our servers. You have to
use the kind of declarative programming model, workflow
model on which our own CRM product is built, but you can, of
course, write your own Titan applications either on-premise,
hosted or hosted in our datacenter.”
Steve Ballmer
CEO, Microsoft Corporation
Worldwide Partner Conference, July, 2007
Outlook, Web
& Mobile
Clients
Configurable
Schema, Forms
and Workflow
Rich Analytics
Reporting &
Dashboards
Integrate with
existing
LOB Systems
Example Solutions
• Case Management
• Response Call Center
• Contracts Mgmt
• Incident Mgmt
• Grant Management
• Inspections/Audits
• Application tracking
• Investment Mgmt
• Finance/Advisor
• Mobile Case Workers
• Tracking Solutions
• Analytics
• Performance Mgmt
• G2C & G2B Solutions
• Custom LOB
• Recruitment/HR
• Event Mgmt
• Loyalty Programs
• Legal Mgmt....
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Solution overview
Microsoft investment/Next Release Update
What is the market opportunity for Partners?
How can Partners capitalise on the opportunity?
Partner resources and Next steps
Determine your focus and approach
• ‘Artisan’ or ‘Manufacturer’?
• On Premise Delivery Focus?
• Partner Hosted Delivery Focus?
• CRM specialist, Data centre specialist, Or both?
Become a Dynamics CRM Certified Partner
• Earn CRM Certified Advisor (CSA) Fees (up to 35% margin)
• Minimum of two staff passing total of three different CRM exams
• Work with Hosting partners
• Put CRM in your business plan with your Partner manager
Get Started
• Contact Paul Bowkett pbowkett@microsoft.com and sign up for our monthly newsletter
• Visit www.microsoft.com/crm and http://partner.microsoft.com/dynamicscrm
• Watch demos and test drive CRM at www.solutiondemo.net/demodynamics
• Download the Virtual Demo Environment from ms.com
• Use Microsoft Dynamics CRM – as a partner you get it free!
- Your Feedback Is Very Important - Please complete the evaluation forms
- To receive our monthly newsletter please email pbowkett@microsoft.com
- To see CRM in action with Sharepoint attend the session on Thur at 1.50
Paul Bowkett
CRM Business Manager
Microsoft New Zealand
pbowkett@microsoft.com
Wed17th Sept 2007