Steven Foster presented a Dynamics CRM update and roadmap. He discussed Microsoft's positioning of Dynamics CRM as a flexible business application that helps organizations increase productivity through connections across people, processes, and ecosystems. Foster then reviewed highlights of the Dynamics CRM 2011 roadmap, including a focus on delivering familiar, intelligent, and connected experiences. He demonstrated several new features aimed at improving the user experience, sales, marketing, and customization capabilities.

1. Dynamics CRM Update
and Roadmap
Steven Foster and Paul Bowkett
10 August 2011

2. Dynamics CRM Update and Roadmap
Agenda
 Introduction
 Dynamics CRM Positioning (10 mins)
 Dynamics CRM Roadmap (10 mins)
 Top 10 (ish) Features (15 mins)
 Questions

3. Dynamics CRM Update and Roadmap
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.

4. Dynamics CRM
Positioning

5. Dynamics CRM Update and Roadmap
Is a flexible business application that helps organisations increase
business productivity and drive connections across people, processes
and ecosystems
Industry Custom
Sales Productivity Customer Care Marketing
Solutions - Grants Applications
Core CRM Extended CRM
xRM Framework

6. Dynamics CRM Update and Roadmap
Business at a Glance
Over 2,00,000 users in more Regional datacenters in the
than 80 countries with 40+ Americas, EMEA, and APAC
languages
Multi-tenant architecture for
Over 30,000 customers from cloud and on-premises
small to enterprise deployment
Over 1,200 software and Developer symmetry between
services partners with Dynamics our cloud and on-premises assets
CRM competency for integration and extensibility
Over 100 service providers More value for less helps
hosting Dynamics CRM customers make the most of their
solutions investments

7. Dynamics CRM Update and Roadmap
FORRESTER -Medium
“Microsoft Dynamics
CRM shines by offering
flexibility for large and
midsized organisations.”
~ Bill Band

8. Dynamics CRM Update and Roadmap
The focus of CRM 2011
 Microsoft Dynamics CRM 2011 delivers The Power of
Productivity through familiar, intelligent and connected
experiences for people inside and outside an
organisation
Familiar – natural and
personal
Intelligent – insight and
actionable Connected –
collaborative and
integrated

9. Microsoft CRM 2011
Roadmap

10. Dynamics CRM Update and Roadmap
Roadmap May 2011 Highlights
 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

11. Dynamics CRM Update and Roadmap
Summary of Dynamics CRM Online Q4 2011 Update
Unified Office Enterprise Feature Social
365 Experience* Cloud Enhancements (Wave 1)
Unified Identity New BI Capabilities Activity
Provisioning Federation Feeds
Enhanced Dialogs
Unified Billing** In-Region Windows Phone 7
Disaster Enhanced Data Activity Feeds App
Unified Recovery Cleansing
Administration
Industry
Certifications

12. Dynamics CRM Update and Roadmap
Social Media – Micro Blogging Glimpse

13. Dynamics CRM Update and Roadmap

14. Demo - Familiar,
Intelligent and Connected
drives productivity

15. Dynamics CRM Update and Roadmap Over 500
enhancements
Lots of Features ...
Business Process Management
Personalization
• Multiple application use/switching
• Intelligent choice controls
Customization and Extensibility
• Forms designer
• System views
• Business org. modeling • Dynamic forms • Visualization Designer
• Tree based designer • Navigation shortcuts • Customizable dashboards
• Hyperlink support in prompts • Flexible filtering and search • “Any to Any” relationships
• Static & dynamic response types for prompts • View selection persistence • Multi-factor authentication
• Custom workflow activity • Personalized synch folders • Interactive override for Field Level Security
• Import/export process definition • Personalized reading pane • Global Jscript libraries
• AppFabric integration • HIPAA certifiable
• Interactive workflow Customer Care
• Custom activities Management and Administration
Content Management • Customer care dashboard • Multi-nation setup
• Track changes • Case modeling • Claims based set-up configuration
• Version control • KB article customization • Server admin automation
• Automatic folder creation • Workload management • Organization management automation
• Secure file sharing • Flexible queues • Simple Internet-facing deployment
• Quick preview • Business/contact center goals • MUI upgrades
• Simultaneous editing • System-wide auditing • Org. update/upgrade
• Single sign-in • Tenant by tenant upgrade migration
• Text search with documents Sales • Server farm updates
• Quota management • Deployment Web-Services
• Team selling capabilities
User Experience
• Connections Integration
• Native Outlook search experience
• Custom currency • Azure Service Bus integration
• Column filters
• Sales dashboard • Firewall tunneling
• email template support
• Write-in products • Bulk data load
• Outlook Social Connector
• Negative price support
• Record counts
Solution Management
• Re-occurring meetings
Marketing • Solutions hosting
• Meetings bi-directional synch
• Marketing dashboard • Solution lifecycle management
• Context menus
• Dynamic Marketing Lists • Managed properties
• Accessibility compliance
• Bulk update • Community rankings
• Voice recognition tools support
• Rich CRM emails • Listings details and management
• Outlook follow-up/reminders
• Improved Data Import Wizard • Search and navigation
• Outlook categories on CRM records
• Data cleansing enhancements
• Data mapping

16. Dynamics CRM Update and Roadmap
Feature List Top 10 (ish) demo
 Outlook Client  Role Based Forms
 Reading Panel  Sub Grids
 Multiple Views  Connections
 Native Outlook features  Auditing and Security
 Tracked CRM Pane Enhancements
 Access to CRM Fields from  Contextual Ribbon
Outlook activity records  Mobile Express
 Charts and Dashboards  User Interface
 Dynamic Marketing lists Configuration

17. Questions

18. Thank you