SOLUTIONS Microsoft Dynamics CRM Solution Overview Name Title Microsoft Corporation Microsoft CRM | At A Glance • • • • • • • • Over 6,000 customers Over 150,000 users Over 1,500 partners Full suite of marketing, sales, and service Native Office experience Web services architecture Fast, flexible, and affordable Available in 22 languages* * Version 3.0 through mid-2006 Microsoft CRM Customer Growth Worldwide +100% +100% FY 03 Information current as of March 2006 FY 04 FY 05 What Is CRM? How does it differ from simple “contact management”? • Customer-facing – Sales, service, and marketing activities • Process-focused – Workflow drives consistent execution • Team-oriented – Collaborate with others inside and outside of the organization Major Problems With “First-generation” CRM A 2004 AMR Research study found that • 28 percent of CRM projects failed to go live • 33 percent had serious user adoption problems A 2005 Forrester Research study found that • Two-thirds of respondents were unhappy with the ease of use of their CRM system • More than half of respondents were not satisfied with their CRM system's return on investment (ROI) What Do Businesses Need From A CRM System? • Reliable user adoption – If people won’t use it, it has no value • Great business fit – Consistent processes and real-time visibility • Fast, flexible, and affordable technology – Quick to deploy and easy to manage Microsoft CRM | The Next Wave Sales Service A complete CRM suite that leverages the power and productivity of the Microsoft platform Marketing Works the Way You Do • Native Office and Outlook experience • Full range of mobile solutions Works the Way Your Business Does • Easily adapts to each company’s needs • Powerful workflow and analytics Works the Way Technology Should • Fast to deploy and easy to manage • Powerful Web services architecture Microsoft CRM | Works The Way You Do • Native Microsoft Outlook Folders and Command Bar • Automatic calendar, contact, task and email synchronization • Quick views of relevant information Microsoft CRM | Works The Way Your Business Does New Lead Received Existing Account? Y Create New Oppty N Create New Acct Assign to Telesales • Powerful reporting via SRS • Take data into Excel while maintaining a live data link • Secure, roles-based access at the database level Alert Sales Rep • Create workflow based on standard and custom entities • Evaluate conditions and actions across systems Microsoft CRM | Works The Way Technology Should • Use Outlook, browser, or mobile device Roles-Based User Experience • Get just the right tasks to each user • Intelligent links to Microsoft Office • Drive more consistent process execution Business Workflow and Visibility • Tailor the system to fit your business • Get instant visibility and alerts • Web services architecture Integration and Extensibility • Connect multiple systems in real-time • Easily import and export data Microsoft CRM | Thousands Of Customers, Including… Small Businesses Midsized Companies Large Enterprises Microsoft CRM | Global Investment, Global Reach Worldwide availability in more than 20 languages Arabic Danish Finnish Greek Italian Polish Portuguese Spanish Chinese Dutch French Hebrew Japanese Portuguese (Iberian) Swedish Czech English (international) German Hungarian Norwegian (Brazilian) Russian Turkish Languages for version 3.0 Microsoft CRM | Next Steps • Choose Microsoft CRM for the technology and platform to drive CRM success for your business – Outstanding user experience and user adoption – Great business fit and visibility into results – Scalable and secure platform with great extensibility • Define a complete CRM solution and plan that includes people, process, and technology – Microsoft and its global network of partners are committed to your success © 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary. What’s New Microsoft CRM | What’s New In Version 3.0? Hundreds of new features, including: Native Outlook Experience New CRM Modules • Roles-based user interface • Marketing Automation, including Quick Campaigns • Dynamic help and suggestions • Pervasive mobile capabilities • High performance sync • Service Automation • SQL Reporting Services Platform Flexibility Installation and Upgrade • Custom entities • Installation diagnostics • Extensible workflow engine • Automatic Web Services • Real-time app integration • New security model • Easy portal integration • Metadata import/export Segment Specific Slides – Insert As Needed Microsoft CRM | For Small Businesses Small Businesses • Microsoft CRM Small Business Edition (SBE) is optimized for small businesses • Complete CRM suite installs in 10 clicks or less • Quick customization to specific business needs through the “Consultant in a Box” wizard • Tightly integrated with Microsoft Small Business Server Premium 2003 capabilities – Fax server integration – Integrated system management • Built-in migration of data from Microsoft Office Business Contact Manager (BCM) Microsoft CRM | For Midsized Companies Midsized Companies • Microsoft CRM fits the business and technology needs of midsized companies • It delivers all of the power of an high-end CRM system through a familiar Microsoft Office and Outlook interface • Complete CRM suite with sales, service, and marketing • Flexible options for online, offline, and mobile access • Simplified installation and maintenance • Highly configurable without writing any code • Easy integration to external system and data Microsoft CRM | For Large Enterprises Large Enterprises • Microsoft CRM puts powerful CRM capabilities into a familiar Microsoft Office and Outlook experience – Complete CRM suite with sales, service, and marketing – Flexible options for online, offline, and mobile access – Powerful service-oriented platform based on Web services and Microsoft technology – Highly configurable and extensible data model – High scalability for large user deployments – Easy integration to external apps and data – Highly secure environment to protect sensitive data Background Information For Customers On Logo Slide Backup Slides Microsoft CRM | Reinventing CRM To Drive Success Works the Way You Do Works the Way Your Business Does Works the Way Technology Should More productivity In day-to-day CRM tasks Better management control and visibility Reduced load on IT implementers and operations Common user experience with Office and Outlook Powerful workflow drives consistent processes Simplified installation and maintenance Reduced click counts for every task Automated alerts and exception handling Common configuration and customization tools Complete capabilities in the office and on the road Closed-loop tracking and reporting Integrates easily via Web services © 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.