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CRM Customer Keynote - David Brown, Microsoft
- 1. CRM Customer Keynote David Brown, Microsoft
- 13. TRENDS Connection Insight Simplicity OPPORTUNITY
- 16. Remember these? In 2009, Cisco acquired Pure Digital Technologies – makers of the popular Flip Video device for $590M USD. 16
- 17. Remember these? In 2011, Cisco announced that it was discontinuing the Flip line – largely due to advancements in smartphone technology. . 17
- 18. Or these? In 2007, RIM held 35% market share amongst enterprise professionals who needed real-time access to email while working on the road. 18
- 19. Or these? In 2011, study of users in large enterprises found that 30% of Blackberry users would switch to a new platform within 12 months. 19
- 20. What will happen to our business applications? In 2003, Microsoft pioneered delivery of CRM insights within everyday productivity software. 20
- 21. What will happen to our business applications? In 2011, we began to think different about how we bring people together and deliver insight to our users. We’re just getting started. 21
- 22. Find out more 30 day FREE about trial, open to all Microsoft customers Dynamics CRM http://www.exploredynamicscrm http://crm.dynamics.com /trial
- 23. Find out more For you! about 60 day FREE Microsoft trial, open to all Dynamics attendees! CRM http://www.exploredynamicscrm http://crm.dynamics.com /trial
Editor's Notes
- @DavidsBrown
- So all that is great perspective for grand challenges.Bring it home to our mission of enabling Dynamic Businesses. This mission is broader than just Microsoft Dynamics CRM, it’s an overarching mission for Microsoft Dynamics and for Business Solutions from Microsoft.Our mission is to help our customers become dynamic businesses by impassioning and equipping the individuals within their organizations to be more connected and forward looking. Now lets break this down to one simple concept: its about transformation of business through how people work. Its as simple as that. And we are driving SO HARD on this. I want YOU to think really hard about how differently we work today compared to the story I shared with you from when I was a teenager cutting my teeth on IT. Or from your first job – even if that job was a year or two ago. We spend our time HUGELY working through technology. Now think back to that opening video…how we at Microsoft are helping technology more seamlessly integrate into day-in and day-out productivity and life.Your business and the environment surrounding it will change. Faster than it did over the last five years. Perhaps even faster than over the last 12 months. It’s NOT ENOUGH to simply say it is about being SOCIAL. Let me repeat that. It is NOWHERE NEAR ENOUGH to suggest that social is the answer. The answer has to be a comprehensive focus on how people work today and how they will be equipped to show up and be produtive to help your business drive change…not just react to it. technology change, generational change in the workforce, a new economic reality, geo-political change and consumerization of IT, just to name a few…So simply put - Dynamic Businesses are organizations that thrive in this highly competitive, and ever changing world. And our core belief – our calling – is that we have the responsibility and opportunity to be the source for those businesses. For your businesses.And it all starts with YOU…But I don’t want you to simply take my word for it. We are continually working with customers to understand how we can do better. What the challenges are to great success. What success looks like. Current Issue of Harvard Business Review makes a strong argument for the LINK BETWEEN PRODUCTION AND INNOVATION. INNOVATION LEADS TO POSSIBILITIESThere is a fascinating article in the current issue of the Harvard Business Review about the reinvention of America. A really important question is raised. Does America need manufacturing? Does any country? The answer is absolutely YES. Production is linked to innovation. The value of integrating R&D and production is extraordinarily high for many technologies to gain long-range strategic advantage. You can't acquire your way in an expect lasting value. Your core DNA must be about frequent and deeply integrated processes between R&D and production. THAT is Microsoft. That is Dynamics CRM. That is why the $9B R&D spend Microsoft invests is helping us drive a huge long-range advantage in CRM.
- Call to Action 3 steps to Dynamic Relationship management1. Focus Everything on Your Customer. This is both cultural and based on technology.Push yourselves and Microsoft to re-think our pro-active Applications in the context of customer engagement. Answer these questions:What will our customers encounter?How can you get ahead of that? How can we listen better? Respond faster? How can you act on that?2. Position yourself to leverage the futureAllow people to work the way they want toUse the devices they want (BYOD)Be prepared. Be connected.3. Think Externally. Social. Go beyond old ways of internal collaboration think externally. Think how to package information and make it actionable. Help people make decisions
- Microsoft Designs with People in MindOur approach for delivering business applications that impassion individuals and equip them to contribute more fully to both their organizations’ and their personal success is built on three core principles:Proactive applications – systems that are intuitive enable people to move beyond gathering data about past events to prompting them to look ahead with, for example, cross-selling suggestions, ideas for streamlining processes, or possible next steps on projects. For instance, we are providing Business Insight for the collections person in receivables that guides the user through a prescribed sequence, employing predictive analytics to identify accounts likely to fall into arrears and provide a follow-up process before the accounts become delinquent.Workloads and suites – by becoming category agnostic, and letting go of labels like “ERP” and “CRM”, we can enable customers to put the right technology in their people’s hands quickly and easily – based on their needs, not traditional categories. Systems with modules that can be turned on and off, depending upon what people need for their jobs, will enable shorter, less expensive implementation cycles. A workload can be an individual business process – for example, expense management – a subsidiary or acquisition, or the operational requirements of a manufacturing or retail operation. Large organizations, especially, need the flexibility to adapt and change their business systems one workload at a time. This is why Microsoft designs its business applications as complete solutions seamlessly composed of separately deployable services. Customers can deploy as much or as little as they need but, together, the workloads offer the synergy of a suite. Connected organizations – bringing together internal and external data, resources, processes and people in context and eliminating noise fuels effectiveness and growth. In addition, employing social tools creates a more productive, more personal experience; this includes integrating Lync, SharePoint, SQL Server and other Microsoft technologies. Dynamics also provides customers with unique connected capabilities for specific industries, such as an end-to-end retail solution that links the entire value chain from the POS device to the ERP backend; and the ability to bring together and model discrete, process and lean manufacturing in a single instance with consistent planning and costing for all three.Across these three principles, simplicity and agility are the underlying foundation of everything we do. This is a revolutionary idea in business applications, an industry known for complexity, difficult implementations, and inflexible solutions. In getting into this business ten years ago, we made a clear decision that we needed to offer customers something different: applications that made them smile rather than groan; systems that supported their businesses as they grew and changed, rather than froze them in time with no easy way to adapt their applications to their continuously evolving marketplace.Our commitment to simplicity and agility applies to the individual experience, with regard to both how we design our UI and how we enable our customers to support their users’ needs and demands. As a CIO told us recently, “Our people want everything their way, now and perfect,” and he said this not as a complaint, but as a requirement. Our customers want to deliver “now and perfect” to their users, and we are in a unique position to help them reach that goal.
- Lets have a quick look around your neighborhood. Our customer momentum continues to expand across customer segments, geographical areas and across industries. Our biggest Industries in terms of revenue are:financial servicesprofessional servicesManufacturingand public sectorAnd we are also seeing strong growth in:RetailHospitalityhealth and life sciences, and travel and entertainment.<<David – we need some interesting trends here. Something that every customer can say “that is cool” about>>And we are growing significantly on a global basis. We’ve worked hard to find and employ some of the best talent around the globe to find, win, and take care of customers just like you.>>>>>>Let’s shift gears a bit. There is a specific question I get asked more and more these days. It has to do with this journey we are on together. That question is as follows: what is my and Microsoft’s vision for Dynamics CRM…<next slide>
- The world has changed.We are interconnected – globally and in real-time.Companies and People publish mountains of insight like never beforeThe challengesof big data are affecting everyone. It can either paralyze you with sheer volume, or be leveraged for better, richer insight and better decision making.Harnessed, this information is a treasure trove – unlocking dramatic competitive advantage and productivityIn order for social data to be useful it must be:Easily accessibleReal-timeAccurateMeaningful and purposefulRelevantThe data is available from many sources: cloud services, social networks, RSS feeds and many moreThe key and our goal is to make it contextually relevant to drive actionable insight. E.g. give me full insight into a prospect, contact or account immediately by “mashing up” information from all these data sources and present it to me in a way I can understand and determine actions – make CRM my trusted advisor!At Microsoft we’re making significant investments in these areas:Azure datamarketSQL Azure Labs codename “Social Analytics”Future Social Experiences (FUSE) LabsOutlook Social ConnectorWe also have relationships with key social networks and data providers:LinkedInFacebookTwitterInsideViewAnd many othersToday we’ll show you some practical examples of how social intelligence embedded in CRM can drive better insight and decision making which positively impacts productivity
- I love customer stories. No two are alike. No two can really be compared. Yes. Some may share industries …and even customers. Yes, there are many common needs. But the absolute USE CASE? Totally unique. I LOVE THAT. And the individuals that help drive each use case? Totally unique. I LOVE THAT.So our Mission is to enable Dynamic Businesses, my belief is to focus on the Impassioned Individual, and our Strategy is to Reimagine CRM: We AIM TO TRANSFORM YOUR WORLD OF OPPORTUNITY AND CUSTOMER EXPERIENCE. There are 6 core pillars to the strategy. 1. Business Productivity2. Common, familiar experiences. Or Consumer ExperiencesWith the Consumerization of IT, and a whole new world of devices, comes the opportunity for technology vendors, and really the expectation from users - for modern business applications that work with and like their favorite consumer technologies. Our strategy is to take advantage of these new consumer technologies in a way that was unimaginable just a few years agoThis includes things like social networkingSearch engines such as Bing and GoogleIn context collaboration, anywhere, on any device, Visual, intuitive & natural User interfaces including touch and speechAnd even gamificationWith Microsoft’s broader focus on Consumer technologies, we have the opportunity to take advantage of innovations such as Windows 8, Windows Phone, Bing, Skype and even Xbox Kinect in addition to the innovations we will make around social, mobile and new user interfaces<<Is this supposed to be “Procress & Industry Solutions”? >>Differentiated CRM Workloads – is about continuing to invest in the very best workload capabilities across Sales, Marketing and Customer Service. It’s easy to get distracted by adjacent technology areas such as broad Enterprise Collaboration or Cloud platform, but with Microsoft Dynamics CRM, we will differentiate by delivering immersive social and collaborative experiences for Sales, Marketing and Customer Service. For example, helping organizations:Leverage the exploding number of channels to connect with customers when and where they wantExtending internal collaboration to include customers and partnersEvolve from individual customer interactions to leveraging crowdsourcing Industry relevance – The reality is that customers, especially enterprise customers, want to buy from vendors and partners who understand their business. That means we need to continue to deliver industry specific functionality and templates for our priority verticals, and continue to have the absolute best platform for partners to extend and tailor solutions for specific industries and verticals.Proactivity – I’ll be very candid with you. Seems like there are weeks at a time when the most pro-active thing I can do is call my administrative assistant and say (how can I help you with my schedule?!?). It is absolutely crazy what we do to drive this business forward. It is the law of the 25th hour. Meaning …we’ve got to find more time ‘cause there’s so much good stuff to do!!! And that is a FORWARD LOOKING stance. We all need that. Yes, looking back teaches us how we performed and what should and should not be repeated for success. And here is another key believe. We MUST help you always drive hard towards forward looking applications that are intelligent and insightful. It’s a shift from “WHAT DID I DO?” to “WHAT SHOULD I DO?”And I’ll drop a bit of a dirty bomb right here and right now. I BELIEVE we have the best rear-view mirror in the world. The analytics capabilities we provide for CRM-based data from this release forward are absolutely untouchable. Hold me to that. Invest in this, gang. I’ve got two degrees in statistics and I drooool over what we can provide in simple-to-use analysis tools. You’ll see more of this in a few moments…It includes things like predictive analytics, and Big Data. Volume – Big data comes in one size: large. Enterprises are awash with data, easily amassing terabytes and even petabytes of information. Velocity – Often time-sensitive, big data must be used as it is streaming in to the enterprise in order to maximize its value to the business. Variety – Big data extends beyond structured data, including unstructured data of all varieties: text, audio, video, click streams, log files and more. Or BI mash ups that bring together demographic info and social data joined with application data.6. Next is Cloud on your terms – Cloud computing isn’t just about a new deployment model, outsourcing IT or driving down costs, it’s also about enabling new scenarios and new forms of collaboration. We will continue to double down on investments in Enterprise Cloud as well as continue to give customers a choice and a path to adopt Cloud at their own pace.Which comes to our Partner ecosystem – it would be impossible for any single company to match the breadth and depth of innovation that Microsoft plus our thousands of partners deliver every day, and that innovation is evident by the incredible solutions that are now available on the Microsoft Dynamics Marketplace. My team and I had lunch with one of the most well respected CRM analysts and influencers …he is known as the Godfather of CRM. He says …you have the best partner ecosystem and program in the business. Do you know what that means? Do you have any idea how important that is to our future together? Listen. I’ll make this real transparent. There is huge value to us all for professionals to be focused and devoted to Microsoft solutions but not have a Microsoft employee ID. They can be brutally honest with us. They can be mighty warriors on our behalf. And they bring great ideas and perspective to the equation. I have great respect for every soul in our partner community and do me a favor …if you meet one give them a pat on the shoulder. They work extremely hard to be the best in the business.Finally is “All of Microsoft” – or…EVERYTHING MICROSOFT CAN MUSTER. At the end of the day this is our biggest asset – for you and me. Microsoft invests over $9B a year in R&D, more than any other technology company. Think about that. $9B. That is more than the XX economies <<RESEARCH>>.Even if we only grabbed a tiny, minute portion of that for you it would be a win. But we grab a HUGE amount of it. Office …and with it Sharepoint, Lync for unified communications, Exchange and Outlook, SQL server and Windows Azure. Excel. , and our customers get to take advantage of those innovations as part of their CRM solution – whether it’s Office 365 and SharePoint for productivity and collaboration, Exchange and Lync for Unified Communications - or SQL and Windows Azure for Cloud computing, or Skype and Windows Phone – there are so many ways that Microsoft can help Sales, Marketing and Customer Service professionals become impassioned individualsSo you’ve got to hold me to this. “All of Microsoft” fuels CRM. There is not a single other product on the face of the planet that leverages more R&D than what you have at your disposal in Dynamics CRM!
- Notes:So to get started, we invite you to learn more about Microsoft Dynamics CRM on our website located here. On that same website you can get started quickly and easily with a free 30-day trial of Microsoft Dynamics CRM Online. If you need help, you can identify and work with the appropriate Microsoft partner. In addition, we also invite you to visit the Microsoft Dynamics Marketplace to find, discover, and try new solutions built from Microsoft Dynamics CRM Online all delivered through the power of this new online service. Again, the website address is located at the bottom of the screen, and we wish you the best of luck in trying and exploring this new solution for your organization.
- Notes:So to get started, we invite you to learn more about Microsoft Dynamics CRM on our website located here. On that same website you can get started quickly and easily with a free 30-day trial of Microsoft Dynamics CRM Online. If you need help, you can identify and work with the appropriate Microsoft partner. In addition, we also invite you to visit the Microsoft Dynamics Marketplace to find, discover, and try new solutions built from Microsoft Dynamics CRM Online all delivered through the power of this new online service. Again, the website address is located at the bottom of the screen, and we wish you the best of luck in trying and exploring this new solution for your organization.