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    Microsoft dynamics crm_online_buyers_guide Microsoft dynamics crm_online_buyers_guide Document Transcript

    • Microsoft Dynamics CRM Online Buyer’s Guide ®Driving sales, marketing,and service results withoutthe hassle of ITVERSION 1.0 – JUNE 2011
    • IntroductionBUSINESS IMPACTS—THE BASICS OF CRM IN THE CLOUDMomentum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3The Microsoft cloud computing experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Evaluating the cloud option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5IS THE CLOUD RIGHT FOR YOU?Three ways to build your cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Comprehensive choices with Microsoft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Key principles in cloud computing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7MEETING YOUR NEEDS WITH MICROSOFT DYNAMICS CRM ONLINEIntroducing Microsoft Dynamics CRM Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Selling more and keeping customers happy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Delivering peace of mind and convenience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Key technical benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Datacenter facilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Backup and recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13WORKING WITH MICROSOFT DYNAMICS CRM ONLINEService operation and management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Change management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Release cycle and roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Partner-powered CRM enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15NEXT STEPSAPPENDIXGeographic coverage and language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Awards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Pricing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Microsoft Dynamics CRM Online Buyer’s Guide 2
    • Business impacts—the basics of CRM in the cloudMOMENTUMCloud computing continues to dominate the IT narrative. At the most basic definition, cloud Businessescomputing delivers fast access to computing resources without investing in and maintaining that choose to run businessinfrastructure. In many cases, cloud solutions reduce staff training and simplify the labyrinth of applications in thesoftware licensing. cloud can help reduce energy costsAccording to a recent Gartner survey1: by 30–90 percent Cloud-computing services are estimated to account for 10.2 percent of the total spending compared with in- on external IT services this year. house, on-premises infrastructure. Thirty-nine percent of IT budget managers indicated that cloud computing is a key initiative for their organization. Forty-six percent plan to increase the use of cloud services. In another survey conducted by Gartner of CTOs and CIOs, over 76 percent of respondents fully expected that CRM and productivity workloads would be procured from the cloud. A CASE FOR GREATER VISIBILITY COREFINO United States, financial services Situation: Wanted a cloud solution to measure and track performance Solution: Using Microsoft Dynamics CRM Online for sales and marketing Benefits: Instant visibility into sales and marketing processes and tighter execution of sales and marketing activities With Microsoft Dynamics CRM Online, Taylor IGH saw a remarkable 595 percent return on investment and a 245 percent increase in user adoption. The company was also able to generate real-time integration with their back- office solutions—something their previous CRM system could not do, at any price.1 Gartner Survey Shows Cloud-Computing Services Represents 10 Percent of Spending on External IT Services in 2010, September 2010.3 Microsoft Dynamics CRM Online Buyer’s Guide
    • Flexibility and cost benefits of cloud solutions will continue to drive these trends. Gartner predicts that by 2012, 20 percent of all businesses will own no IT assets as they benefit from cloud-enabled services, server and desktop virtualization, and increased use of employee- owned PCs operating on corporate networks.2 This movement toward cloud computing is driven by the promise of benefits for consumers, businesses, and also for the environment: For consumers, the cloud promises a better-connected world, where their information is available anytime and anywhere they are online. For businesses, the cloud promises new economic benefits: – Better control over budgets, – Eliminating the need to run and maintain large, costly datacenters. The cloud can also power business innovation. Combining improved access to information with tremendous processing power opens the door to new business models, new markets, and new categories of customer experiences. For the environment, cloud computing has the potential to significantly reduce the energy use and carbon footprint associated with running business applications. Economic, operating, and environmental benefits of cloud computing have shifted the discussion from “whether or not” to “what’s the best solution for my business?”2 Gartner Highlights Key Predictions for IT Organizations and Users in 2010 and Beyond, January 2010. Microsoft Dynamics CRM Online Buyer’s Guide 4
    • THE MICROSOFT CLOUD COMPUTING EXPERIENCEMicrosoft has been running enterprise-class, highly reliable cloud services for 15 years.Millions of Microsoft customers use communications (email, meetings), collaboration Every year, Microsoft(document storage, sharing, workflow), advertising, business applications (CRM, business cloud services reach:productivity), storage, management, and infrastructure solutions. These services are • Over 1delivered via subscription, managed by Microsoft in our datacenters, and sold either directly billion usersor through partners. • 20 millionEach business has unique IT demands, and Microsoft cloud services offer the flexibility to businessestailor a solution to the customer’s business, including: • 50% of the Fortune 500 Public cloud solutions • 500+ government Private cloud solutions agencies worldwide Partner cloud solutions together with certified Microsoft partners Hybrid on-premises and online solutionsMicrosoft cloud offerings are deployed and supported by over 16,000 partners worldwidewho can help enable the cloud for our customers. For more information about our completecloud offering, please visit www.microsoft.com/en-us/cloud/default.aspx.EVALUATING THE CLOUD OPTIONThis buyer’s guide was developed to share the insights Microsoft has gained through ouryears of experience and that of our customers. We encourage you to take advantage of theseexperiences and the key buying criteria of customers featured in the guide in evaluatingMicrosoft Dynamics® CRM Online. Please note that the focus of this guide is Software as aService (SaaS) and Microsoft Dynamics CRM Online in particular.A CASE FOR GREATER STANDARDIZATIONINTO HIS HARVESTCanada, education and ministrySituation: Disparate administrative systems were too taxing, labor-intensive, and uncoordinatedSolution: Implemented Microsoft Dynamics CRM Online and customized xRM solutionBenefits: A new level of administrative efficiency and the ability to capture information via their web portal BioMedix Medical Solutions was able to gain seamless productivity between Microsoft Dynamics CRM Online and Microsoft® SharePoint® Online and increase user adoption by an amazing 300 percent.5 Microsoft Dynamics CRM Online Buyer’s Guide
    • Is the cloud right for you?CLOUD OPTIONS THREE WAYS TO BUILD YOUR CLOUDPublic cloud— Cloud computing platforms offer substantial flexibility to meet the needs of your usersexternally hosted and achieve your business objectives. A variety of factors contribute to decision-makingsubscription SaaS process, including:in which resourcesare shared among Current infrastructuremany customers(multi-tenant) IT governance modelsPrivate cloud— Regulatory and compliance considerationsexternally or on-premises hosted SaaS Budgetary impact 1in which resourcesare private (not Public cloudshared) but at a A public cloud represents computing resources that are hosted by an externalhigher price point service provider, but shared with other organizations (multi-tenant). The serviceHybrid provided in a public cloud is consistent across all customers as the serviceenvironment— provider manages the infrastructure and pools resources to meet any customer’sa mix of cloud requirements. Customer data in a public cloud is not co-mingled in the sense thatSaaS and on-premises software one customer can see another customer’s data; each company’s information isdeployment to best secure and separate.meet the needs oforganizations’ Public clouds typically charge a subscription, pay-as-you-go usage fee. Microsoft provides customers with a highly configurable, standardized service that complies with security policies and regulations in the markets in which the service is offered. 2 Private cloud Specific computing resources are dedicated to the customer, not shared by several customers. Computing power can be located on-premises or provided by a hosting service. Scaling the private cloud is as simple as adding another server to the pool—then the self-managing architecture expands the cloud by adding performance and capacity. Private clouds offer the scalability and shared resource benefits of cloud computing for your environment—however, at a higher price point than public clouds. 3 Hybrid environment Many enterprise customers will entertain hybrid solutions, that is, a mix of applications running in the cloud and others staying on-premises. Hybrid solutions offer flexibility to selectively migrate applications, user groups, or business units in a fashion best suited to the business. For example, a regional hospital system with multiple locations can select Microsoft Dynamics CRM Online for patient relationship management, and integrate it with their on-premises healthcare information system. Microsoft Dynamics CRM Online Buyer’s Guide 6
    • COMPREHENSIVE CHOICES WITH MICROSOFTOur vision is to help organizations execute on their business Microsoft has been offering public and private cloudvision and technology roadmap by delivering services offerings for several years, and has helped organizationson their terms—be it online, on-premises, or in a hybrid establish completely cloud-based or hybrid environments,environment. When it comes to guiding customers on the in addition to our long-standing on-premises softwaremost optimal solution for them, Microsoft believes that implementations.choice is key. KEY PRINCIPLES IN CLOUD COMPUTING When choosing a public cloud offering such as Microsoft Dynamics CRM Online, it is helpful to understand the guiding “cloud principles.” Because the same public cloud standard service is delivered to many customers worldwide, these principles cannot be modified. 1 4 Public cloud services are highly configurable, but Microsoft’s liability is capped at 12 months’ different from dedicated hosted deployments. services fees. Microsoft offers a set of standard online services that Microsoft provides a solution with an enterprise-class are supplied consistently to all Microsoft customers. security program that is very often more robust than Customers can mix and match services to meet their what customers may be able to support today on requirements, but Microsoft cannot accommodate their own. However, Microsoft cannot provide an change requests or custom service features that insurance policy for any risks associated with data deviate from our standard Microsoft Dynamics CRM losses. Our liability is limited to direct damages, Online service definition. If customer-specific service which means the damages that are directly linked to features are required to solve the business problem, an act by Microsoft and were foreseeable. 5 an on-premises or partner-hosted solution might Microsoft’s public cloud delivers the provide a better customer fit. latest technology. 2 Cloud services are provided under one Having access to the latest technology is a key security policy. advantage of cloud services. As part of our constant When considering cloud computing solutions, product improvements, Microsoft periodically organizations list security, privacy, reliability, and releases updates and patches that are required operational control as key concerns. In the public for all deployments. Customers can schedule cloud, a service provider offers the same consistent the deployment of new major releases at their service to all their customers worldwide. As a convenience, provided that the timing falls within 12 practical matter only one policy can be followed. months of the general availability of the release. 6 Microsoft has applied state-of-the-art technology Migrating to the cloud involves migration and and processes to maintain reliable access, security, deployment work. and privacy for every user. While it is certain that cloud services can lower 3 Customers can receive independent overall IT costs, the complexity of infrastructure and third-party reports. business requirements varies considerably from one Given the number of customers who subscribe to organization to another. Comprehensive migration the service, Microsoft cannot provide customers the planning prior to deployment of Microsoft Dynamics right to audit its datacenters. Microsoft datacenters CRM Online assures the smoothest possible transition and the infrastructure layer on which our services and can accelerate time-to-value. Engaging a rely upon are audited and certified against a qualified Microsoft partner to conduct appropriate comprehensive set of controls covering both SAS 70 technical and requirements assessments creates a Type II and ISO 27001. Audits and certifications are foundation for an effective migration. performed by credible independent third parties at least annually, and made available to customers.7 Microsoft Dynamics CRM Online Buyer’s Guide
    • Meeting your needs with Microsoft Dynamics CRM OnlineINTRODUCING MICROSOFT DYNAMICS SELLING MORE AND KEEPINGCRM ONLINE CUSTOMERS HAPPYMicrosoft Dynamics CRM delivers access to customer Companies that need to manage marketing, salesinformation through the familiar Microsoft Outlook® productivity, and customer relationships are choosingexperience ensuring rapid user adoption and realization Microsoft Dynamics CRM Online to streamline andof business results. With Microsoft Dynamics CRM Online, automate those functions. Customers have access to ayou get the same powerful CRM software delivered as a large partner community of experts skilled at deployingcloud service from Microsoft, enabling instant-on anywhere Microsoft Dynamics CRM Online, and developingaccess, predictable pay-as-you-go pricing, and a financially integration with other business systems.backed service level agreement (SLA). Maximize your marketing dollars.Microsoft Dynamics CRM Online delivers on the power of Improve your organization’s marketing effectivenessproductivity with a CRM solution that is: with Microsoft Dynamics CRM Online. Provide marketing Familiar—software that empowers people through professionals with flexible segmentation tools, simplified natural, productive, and insightful experiences campaign management capabilities, intuitive response tracking, and insightful analytics to improve your Intelligent—real-time analytics and streamlined marketing effectiveness. business processes that enable informed decisions and operational efficiencies Help your salespeople win more deals. Connected—connections across people, processes, Spend more time on selling and less time on and ecosystems that allow businesses to maximize administrative tasks with Microsoft Dynamics CRM Online. the value of relationships and systems Take advantage of full lead-to-cash visibility, lead and opportunity tracking, streamlined approvals, and real-time sales forecasts to drive increased sales output and higher close rates. Create lifetime customers with attentive service. Provide compelling customer service experiences that build customer loyalty with Microsoft Dynamics CRM Online. Empower your people with tools that simplify case management, streamline escalations, improve knowledge sharing, and enable more effective account management—all while helping to contain service costs. Optimize business relationships with extended CRM. Use the inherent flexibility and extensibility of Microsoft Dynamics CRM Online to maximize the value of all Drive productivity and adoption with a native Outlook experience relationships. Quickly create custom business applications and real-time dashboards in Microsoft Dynamics CRM Online. and industry solutions without compromising on capabilities, budget, or delivery time—right from within Microsoft Dynamics CRM Online. Microsoft Dynamics® CRM Online Buyer’s Guide 8
    • DELIVERING PEACE OF MIND AND CONVENIENCEDeep operational expertise and an impressive global footprintMicrosoft Dynamics CRM Online is operated by Microsoft Global Foundation Services—a DATAdedicated organization responsible for the strategy and platform delivery of Microsoft cloud PROTECTIONservices, Microsoft Online Services, and Microsoft Live Services. This group focuses solely on Customers suchproviding a trusted experience to customers and partners through operations management, as American Express anddata security, infrastructure optimization, and environmental sustainability. It supports over GlaxoSmithKline,200 services for consumers and businesses worldwide with a perpetual emphasis on datacenter both from highlyinnovation and network advances to deliver operational excellence. regulated industries, have performedMicrosoft is committed to cloud services such as Microsoft Dynamics CRM Online—we’ve extensive securityinvested $2.3B in 13 global datacenters across North America, Europe, and Asia, with more than audits at our20 new datacenters coming online by the end of 2011. We provide 99.9 percent uptime with datacenters, andone of the industry’s ONLY financially backed service level agreement (SLA). determined that we can protectSecurity, privacy, and compliance are a top concern for customers who move to the cloud, and their data as wellwe’ve made it our top priority as well. Microsoft datacenters are ISO accredited, with SAS 70 or better than they could within theirType I and Type II attestations. own datacenter environments. Cost savings and flexible payment options Microsoft Dynamics CRM Online is an affordable solution with payment options that allow users to forecast costs over time. Pay-as-you-go pricing combined with cloud deployments allow customers to avoid capital investments in hardware and datacenter management, freeingup budgeted dollars for business operations. Customers have the flexibility to increase ordecrease the number of users, and add additional online storage as the needs arise. Combiningrapid user adoption with immediate availability of computing capacity, customers realizequicker time-to-value as Microsoft Dynamics CRM Online drives rapid business impact.The licensing options for Microsoft Dynamics CRM Online are simple, flexible, and affordableand include attractive pricing opportunities for migrating current on-premises or hostedcustomers, plus options to increase storage capacity. Learn more at http://crm.dynamics.com.9 Microsoft Dynamics CRM Online Buyer’s Guide
    • Choice of deployment Customers have the option of deploying Microsoft Dynamics CRM in the public cloud (Microsoft Dynamics CRM Online), running it on-premises on their infrastructure, or having aTHE CLOUD ON service provider host the solution on their behalf (private cloud). Organizations benefit fromYOUR TERMS this flexibility across all Microsoft Online Services.Customer demandsvary, and Microsoft Whether you have an on-premises Microsoft SharePoint implementation, Microsoft Office 365delivers the cloud solution, or some other combination, the ability of Microsoft to accommodate hybridarray of choices:public cloud environments offers you ultimate flexibility. Knowing that business of all sizes have unique needs,computing, private Microsoft cloud solutions are not one-size-fits-all. This flexibility extends to devices as well,cloud solutions, because Microsoft Dynamics CRM Online is available through a variety of hardware interfaces.on-premisesdeployments, andhybrids drawingfrom all threeconfigurations.Our vision is toprovide theseservices tocustomers ontheir terms—tosuit their business. Microsoft Dynamics CRM Online offers choice in deployment options to more effectively support your business objectives. You determine which components you want hosted in the cloud. KEY TECHNICAL BENEFITS Management simplicity Minimize your need to manage multiple support resources thanks to ongoing application monitoring and maintenance. Deployment is managed remotely, so new versions or updates to the software are easily distributed to users, without the interruption and management of costly patching and upgrades. By helping your IT staff focus less on hardware, upgrades, and maintenance, they can focus more on supporting the priorities of your business. Flexible configuration models Microsoft Dynamics CRM offers the power of choice. You can implement in the cloud, on- premises, or have your solution privately hosted by one of our partners. With Microsoft Dynamics CRM Online, you can also scale the number of users up and down as often as monthly, or add/subtract additional storage as needed. You can even change your deployment type if your needs change. Microsoft Dynamics CRM Online Buyer’s Guide 10
    • Microsoft Security Development LifecycleMulti-layer security Additionally, the application itself uses the standardMicrosoft Dynamics CRM Online has an end-to-end security features of the Microsoft infrastructure on whichapproach to security that begins with the development Microsoft Dynamics CRM runs (for example: Windowsof the application through to the service’s operations and Server®, Microsoft SQL Server®, and Microsoftmanagement. Microsoft Dynamics CRM Online follows the Exchange Server).Microsoft Security Development Lifecycle (SDL). This is the Individual tenant administrationprocess by which we take services from the design through Customer and user administration features are designedthe build and implementation and release phases of its to increase self-reliance. Customers have completelifecycle, and consider security from all aspects. control over all aspects of data structure, user experience,Safeguards are applied on multiple fronts, including: business intelligence, and business process management. Securing the web application with SSL Regulatory compliance features Custom-defined security roles governing user access Meeting increasingly complex regulatory requirements is and the actions they can perform eased with ISO 27001-2 and SAS 70 Type II credentials for Microsoft datacenters. Field-level security Full business data auditing Mobility device support Microsoft Dynamics CRM Online provides a configurable Stringent physical security of Microsoft datacenters, mobile client that allows users to consume and update including building and system/database access CRM information on a wide range of mobile devices. A CASE FOR MOBILITY SOLUTIONS SCOTTS PROFESSIONAL The Netherlands, manufacturing Situation: Difficulty getting up-to-date reports quickly Solution: Using Microsoft Dynamics CRM Online and offline versions for sales and marketing Benefits: One view of the information, even offline, then upload changes later for most accurate data11 Microsoft Dynamics® CRM Online Buyer’s Guide
    • Microsoft datacenters are located throughout the world and managed by Microsoft directly.DATACENTER FACILITIES Environmental sustainability—continually usingDatacenters are managed by Microsoft Global Foundation smart tools (such as SCRY and Genome) to monitorServices, providing: power usage and network utilization, while seeking continued efficiency and improvement to reduce Infrastructure services—the physical infrastructure costs, waste, and our carbon footprint of the cloud (datacenters, servers, and network) for 15 years Microsoft stores customer data in-region, at a local hosting datacenter. From the outside, the facility is Security and compliance—for both the physical and anonymous, with no signs or logos to give away its logical cloud infrastructure at Microsoft, including purpose. Vehicles arrive at a secure perimeter and must many platform services be positively identified by security personnel before Global scale—localizing over 100 services in up to 63 gaining admittance to a second perimeter, which requires languages, with worldwide operation sites deploying, successful authentication with a security card. monitoring, and managing services around the globe and around the clock A CASE FOR GREATER EFFICIENCY GEMCO GROUP HOLDINGS, LTD. Australia, construction Situation: Existing CRM solution too simple, and couldn’t be extended or customized Solution: Moved to Microsoft Dynamics CRM Online for all sales, service delivery, and customer follow-up processes Benefits: Automated sales processes, gained greater efficiency over old system of tracking in 3–4 places Microsoft Dynamics CRM Online Buyer’s Guide 12
    • SECURITY for security vulnerabilities and intrusion using monitoringComputing in the cloud raises questions about security, and detection systems on an uninterrupted, around-the-data protection, privacy, and data ownership. Our services, clock basis. Monitoring tools route any issues, warnings,physically hosted in Microsoft-operated datacenters around and problems directly to service engineers.the world, are designed to meet the performance, scalability, The service has multiple layers of monitoring in place.security, and service levels business customers expect. The infrastructure/platform layer is monitored usingWe have applied state-of-the-art technology, culture, Microsoft System Center Operations Manager (SCOM).and processes to maintain consistent and reliable access, SCOM monitors for events related to provisioning, servicesecurity, and privacy for every user. Microsoft Dynamics failures, and threshold attainment (such as memoryCRM Online has built-in capabilities for compliance with consumption). Transaction monitoring to simulate criticala wide range of regulations and privacy mandates. These customer scenarios is accomplished with a third-partycapabilities are regularly scrutinized, assessed, and audited monitoring solution. This third-party solution monitors forto ensure the highest security and privacy standards are events related to the CRM portal, trial sign-up, applicationmaintained. We have developed our offerings around the sign-in, and availability.following core principles: Microsoft tells you where your data is and you are BACKUP AND RECOVERY the owner of your data. Many aspects of the Microsoft Dynamics CRM Online Microsoft will never use the data housed in the system are configured in an N+1 redundant configuration, Microsoft cloud for data mining purposes. to eliminate single points of failure. As a precaution against catastrophic failure of multiple systems, full data Microsoft Online Services are certified ISO 27001, backup to tape is done on a daily basis. Microsoft Data SAS 70, and EU Safe Harbor Framework.3 Protection Services (DPS) encrypts all data prior to itWhen transferring data, Microsoft follows applicable being written to tape. DPS uses an encryption appliancelaws, and in the EU, that includes transferring data only in with a central key management system. The encryptionaccordance with EU Safe Harbor provisions. process is a standard procedure in all MicrosoftThe Microsoft Dynamics CRM Online application and datacenters and is FIPS4 compliant.website are continuously monitored for reliability andperformance. The Operations group monitors the network A CASE FOR CENTRALIZATION INTEGRATED DNA TECHNOLOGIES (IDT) United States, biotechnology Situation: No way to view comprehensive correspondence with customers Solution: Implemented Microsoft Dynamics CRM Online and its tight integration with Microsoft Outlook messaging and collaboration client Benefits: Better visibility and a central repository of customer information, with the ability to capture and document daily customer conversations3 Certifications are assessed at the datacenter and application levels separately. Check with the specific online service to determine certification status.4 The Federal Information Processing Standard 140-1 (FIPS 140-1) and its successor FIPS 140-2 are United States Government standards that provide a benchmark for implementingcryptographic software. They specify best practices for implementing crypto algorithms, handling key material and data buffers, and working with the operating system. Both IPSecand the Encrypting Files System (EFS) in Windows® 2000, Windows Server 2003, and Windows XP use the FIPS-140-1 evaluated Kernel Mode Cryptographic Module to encrypt thetraffic packet data and file contents respectively if configured appropriately with the selections of FIPS compliant algorithms.13 Microsoft Dynamics CRM Online Buyer’s Guide
    • Working with Microsoft Dynamics CRM OnlineSERVICE OPERATION AND MANAGEMENT SUPPORTMicrosoft operates datacenters around the world, each Our first line of support is the Microsoft Operationshousing highly reliable equipment that hosts customers’ Center—globally distributed with failover capabilities, andCRM instances and delivers 99.9 percent uptime. Unlike staffed 24/7/365 with engineers able to triage, mitigate,other hosted CRM solutions, there is no co-mingling of and escalate issues as they occur in real time.customer data. Each customer is provisioned with their own Support is included as part of the monthly subscription feecustomer database to maximize the security and integrity to Microsoft Dynamics CRM Online. (Premier support is alsoof their data. available for an extra charge.) All Microsoft Dynamics CRMThe Microsoft Dynamics CRM Online architecture provides Online customers receive access to Microsoft Dynamicscustomers with complete autonomy over how they operate, CustomerSource, an exclusive, password-protected sitemanage, configure, and secure their CRM solution. For for customers to find unlimited online training, searchexample, customers can configure their own data schema, a robust Knowledge Base, download updates, and finduser interface, business processes, and security model other information at any time. Customer-designatedfor their specific instance. This provides full control over “administrators” can contact the customer service andthe application and its functionality as if it were running technical support teams through eSupport or by telephone.on-premises. And because of continuous synchronizationcapability, users have seamless access to their CRM system CHANGE MANAGEMENTfrom a wide range of devices, whether they are inside their Microsoft Dynamics CRM Online has a well-definedcorporate network or utilizing CRM from the Internet. change control process to provide applicable patches and/or upgrades. This includes deployment and verification of patches in a pre-production environment, scheduled maintenance windows for production deployment, and a defined notification processes to help minimize interruption of the service. Microsoft Dynamics CRM Online notifies customers (administrators and in some cases users) through various methods including the website, application, and email of scheduled or unscheduled updates and changes to the service. For planned service interrupting events (such as service maintenance), customers are notified five days in advance.Microsoft Dynamics CRM Onlinescalable infrastructure With Microsoft Dynamics CRM, JLL experienced an astounding $40,985,000 in productivity savings, leading to dramatic improvements in profitability. Microsoft Dynamics CRM Online Buyer’s Guide 14
    • RELEASE CYCLE AND ROADMAP Next stepsTo provide customers with more frequent innovation, Now that you’ve had a chance to review the buyer’s guideMicrosoft Dynamics CRM Online releases updates to the for Microsoft Dynamics CRM Online, there are many waysservice two times per year. In general there is one minor to get started.release followed by one major release each year. The minor 4 Start your FREE 30-day trial.release will offer updated product capabilities and will be No credit card information is required. No softwaredelivered through an automatic update to the service. Minor installation is needed. And you can access your trialreleases will cause minimal, if any, disruption to customers. through a web browser or Microsoft Outlook. Go toThe major releases may include updated product capabilities http://crm.dynamics.com to sign up now.as well as platform updates. Using a convenient schedulingwizard, customers will have a 12-month window to schedule 4 Find a Microsoft Dynamics CRM specialist.and opt-in to a major release upgrade. An experienced partner can make your migration smooth and trouble-free. To find a partner in yourPARTNER-POWERED CRM ENHANCEMENTS area, visit www.microsoft.com/dynamics/marketplace.The Microsoft worldwide partner ecosystem is continuouslybuilding custom third-party applications to complement 4 Check out the Microsoft Dynamics Marketplace forand increase the business value of your Microsoft Dynamics custom CRM applications and add-ons.CRM Online solution. Customers can find applications to Browse by business need, industry focus, andimprove lead management, email marketing, customization more for partner-extended solutions atof complex quotes, or other solutions tailored to specific www.microsoft.com/dynamics/marketplace.industries, including financial services, healthcare, 4 Review Microsoft Dynamics CRM case studies forengineering, and many others. more information. Organizations all over the world have experienced the business value of Microsoft Dynamics CRM. You can find many of their stories at http://crm.dynamics.com/en-ca/search. Find, try, and buy high-quality applications and services. By switching from Salesforce.com Quickly find relevant solutions via optimized search logic. to Microsoft Dynamics CRM Online, Century Payments saved over Benefit from applications that are tested and certified. $300,000 while increasing userFind Microsoft Dynamics partner solutions to enhance and adoption by 200 percent.customize your Microsoft Dynamics CRM Online solution atthe Microsoft Dynamics Marketplace: www.microsoft.com/dynamics/marketplace15 Microsoft Dynamics CRM Online Buyer’s Guide
    • AppendixGEOGRAPHIC COVERAGE AND LANGUAGE SUPPORTMicrosoft Dynamics CRM Online is offered in 40 countries and in 41 languages. Microsoft Dynamics CRM Online Availability Americas Europe Asia Pacific Brazil Austria Israel Australia Canada Belgium Italy Hong Kong Colombia Cyprus Luxembourg India Japan Costa Rica Czech Republic Netherlands Malaysia Chile Denmark Norway New Zealand Mexico Finland Poland Singapore Peru France Portugal Puerto Rico Germany Romania Trinidad and Tobago Greece Spain United States Hungary Sweden Ireland Switzerland United Kingdom Microsoft Dynamics CRM Online Languages Arabic Estonian Korean Spanish Basque Finnish Latvian Swedish Bulgarian French Lithuanian Thai Turkish Chinese (Hong Kong) Galician Norwegian Ukrainian Chinese (PRC) German Polish Chinese (Taiwan) Greek Portuguese (Br) Catalan Hebrew Portuguese (Ptg) Croatian Hindi Romanian Czech Hungarian Russian Danish Italian Serbian (Latin) Dutch Japanese Slovak English Kazakh Slovenian Microsoft Dynamics CRM Online Buyer’s Guide 16
    • AWARDSMicrosoft Dynamics CRM has been recognized for industry leadership and product quality numerous times. • Nucleus ROI Awards, 2011: Top ROI – Data Reduction Systems • Nucleus Research: CRM Technology Value Matrix, 2011: Best Usability • Gartner 1:1 Excellence Award, 2011: Enterprise Efficiency Silver Winner – Jones Lang LaSalle • Gartner CRM Excellence Award, 2010: Efficiency and Overall Winner – Mitsubishi Caterpillar Forklift Europe • CRM Magazine Market Leader Award, 2009: Enterprise Suite CRM • CRM Magazine Market Leader Award, 2009: Midmarket Suite CRM • CRM Magazine Market Leader Award, 2009: Sales Force Automation • CRM Magazine One to Watch Award, 2009: Business Intelligence • Nucleus ROI Awards, 2009: Outstanding ROI – ISS Belgium • CRM Magazine Elite Awards, 2009: Outstanding CRM Implementation – ISS Belgium • CRM Magazine Elite Rewards, 2008: Outstanding CRM Implementation – Toledo Mud Hens • CRM Magazine Elite Awards, 2008: Outstanding CRM Implementation – Vision Share • Gartner 1:1 Excellence Award, 2008: Sales Optimization Gold Winner – Equinox Fitness Clubs • Gartner 1:1 Excellence Award, 2008: Sales Optimization Silver Winner – The Linc GroupPRICINGWe offer three flexible payment options: • Credit card • Invoice • Volume licensingFor local pricing information, visit http://crm.dynamics.com/ and choose your country/language.Different pricing is available to Microsoft volume licensing customers. Consult your Microsoftpartner or Microsoft account manager for more detailed information.17 Microsoft Dynamics CRM Online Buyer’s Guide © 2011 Microsoft Corporation.