The document discusses Microsoft Dynamics CRM 2011 and how it enables productivity through integrated business technology. It highlights key capabilities of Dynamics CRM 2011 like the sales conversation features that help improve sales efficiency and effectiveness through familiar Outlook-like experiences, real-time filtering and conditional formatting for instant lead scoring, Excel export/import for improved data quality, and team ownership for better team selling. The document also discusses the extended CRM conversation and how Dynamics CRM leverages the flexible xRM framework to track additional relationships and assets.

1. A Day-in-the-Life with
Microsoft Dynamics CRM 2011

2. The Future of Productivity
2

3. The Microsoft Solution Offering
Typical Technology Silos
Server Platform
Dynamics CRM Virtualization System Portals and Managed
Unified Desktop Collaboration Services
Communications Management
Server Active Directory
Sales Help Desk
SCVMM Cloud Strategy
Marketing Tier II
High Availability Windows 7 Data Center
Customer Service Portals Tier III
Overall Microsoft Strategy
App-V Workflow
Platform
Exchange SCCM Search
Cloud
Unified Messaging
Enterprise Voice Unified Communication and
Collaboration
CRM
On-Premises In the Cloud

4. Microsoft Integrated Business Technology
Presentation
SharePoint Server
ExtraNets IntraNets Dashboards Analytic Scorecards Workflow
Views
Structured Process Management
CIM/Contact Center
CRM ERP
Communications Platform
Lync Lync PBX
Exchange 2010
Platform
Integration Remote
Virtualization SQL Server Monitoring Security Access
Services

5. Agenda
1. The “Power of Productivity”
2. The Sales Conversation
3. The Customer Care Conversation
4. The Extended CRM Conversation
5. Summary

6. The Power of Productivity

7. A Competitive Landscape
 Customers have unparalleled access to product information
 Barriers to switching rapidly eroding
 Staff reductions mandate organizations do more with less
 Positive customer experience key to success
% OF
STAFF CHANGE OPINIONS
RESPONDANTS
“As product and price
Cutting IT Headcount by 1%-15% 50.3
differentiation erodes, businesses
are turning to customer Cutting IT Headcount >15% 12.4
experience to gain market share Increasing IT Headcount 1%-5% 7.6
over their competitors.” Increasing IT Headcount >15% 0.5
No headcount Increase/Decrease 29.2
Customer Service Wave Report
Forrester Research 92% 8.1%
flat or declining increasing

8. Renewed Focus on Productivity
“Adopting a productivity focus that changes the way we work is the
only path to lock in productivity gains and earnings. Achieving
productivity gains requires changing the way people work so they
work smarter, achieve more, deliver greater quality and realize the
value of their efforts.”
Mark McDonald, GVP
Gartner
“Power of Choice”
Productivity”

9. Leader in Forrester
Wave ratings for
CRM Suites
(Large & Midsized)
Leader in Forrester
Wave rating for CRM
Suites, Customer
Service
Leader in the
Gartner Customer
Service MQ
Leader in Gartner
Sales Force MQ
* Access the full analyst
kit via Partner Source

10. The Extended CRM
Conversation

11. The Evolution from CRM To Extended CRM
Partner Relationship
Asset Management
Extended CRM leverages the Management
flexible xRM Framework
which allows organizations to Distributor Relationship Property Management
easily configure and extend Management
the capabilities of Microsoft
Dynamics CRM.
Patient Relationship Fleet Management
Management
Extended CRM is additive to Employee Relationship
Land Management
Management
core CRM and allows
organizations to track and
Contractor Relationship
maximize the value of other Management
Task Management
relationship and assets and in
turn extend the power of
Supplier Relationship
CRM. Event Management
Management

12. The Sales Conversation

13. Productivity Is Key to Profitability
Efficient, effective selling drives acquisition, retention of profitable customers
Sales Efficiency Sales Effectiveness
“High performing sales organizations “High performing sales organizations
spend 30% less time throughout the year spend 40% more time each year
on administrative tasks” with their best potential customers”
Spending more time
with the right customers and prospects
Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on
Sales Effectiveness © 2008 Watson Wyatt Worldwide

14. SFA Capabilities Today
Differentiators
 “Lead to Cash”
 Native Outlook Client
 Robust workflow
 Insightful analytics
 Mobile productivity

15. Familiar Experiences
• Office Fluent
User Interface
• Next-gen Outlook
experience
• RoleTailored
forms and views
• Advanced
personalization

16. Real-Time Filtering: Reduced
Busy Work
Allows sales staff to instantly zero-
in on needed data
Excel-like filters for each column
For example can use filters to display
only opportunities of last two months

17. Conditional Formatting: Instant
Lead Scoring
Formatting rules can be
applied against any entity
Lead Scoring example: High
probability leads in green font
Guided Wizard for
easy rules creation

18. Excel Export/Import:
Improved Data Quality
True bi-directional sync with Excel
Changes made in Excel
automatically incorporated in
Microsoft Dynamics CRM
Sales person can work opportunities, export to
marketing group where they make changes to lead
and then import changes back into Microsoft Dynamics
CRM

19. Team Ownership: Better Team Selling
Account ownership of Records
For example, you could have a “Large
Account” team made of account managers,
sales reps., sales manager, CSS agents, etc.
Team security roles and
roll-up reporting

20. Contextual Docs: Streamlined
Proposals
Embedded document management
capabilities of SharePoint
For example, sale team can create central
repository of quotes and proposals for
faster proposal creation
Check-in/Check-out and lock-down
capability

21. Inline Visualization: Improved KPI
Tracking
Instant visualization of data most
relevant to sales person
Can use pre-defined
charts like Sales Pipeline
Built-in drill down capability
Can instantly create
custom charts via
guided wizard

22. Flexible Dashboards: Gleaning Insight
Can use multiple pre-built dashboards
Or can create personal dashboards via drag-n-drop controls
Easily bring in outside data like
maps, financial data, etc.

23. The Customer Care
Conversation

24. Customer Care Challenges
 Reduction in call center resources
 Agents saddled by multi-task environment
 Mounting demands for operational efficiency
 Increasing customer expectations
“On average, 40% of customers who suffer through
bad experiences stop doing business with the
offending company.”
What Service Customers Really Want by Dave Dougherty and Ajay Murthy –
Harvard Business Review, Sept 2009

25. Microsoft’s Promise of Customer Care
Delight your customers and strengthen the bottom line
Contain costs
Improve
Streamline time
Increase Contain costs
with customers conversion and
without sacrificing
issue resolution without sacrificing
close rates
service
service
Shorten sales Achieve real-time
cycles
Boost operational insight
Arm each action
efficiencies with insight

26. Customer Care Capabilities Today
Differentiators:
 360 customer view
 Easy case handling
 Built-in KB
 Service scheduling
 Streamlined processes

27. Customer Care Productivity with 2011
1. Right data at fingertips
2. Faster Problem Resolution
3. Simplified work management
4. End-to-end KPI tracking

28. Most Recently Used Lists and
Record Pinning: Minimizing Clicks
New features dramatically reduce clicks and windows
which is huge time saver for call center reps.
Most Recently Used items
displayed just with a click
Can pin most often used records
(contacts, cases, accounts, etc.)
Pre-defined homepage
presents most relevant info.

29. Flat UI: Simplified Case
Tracking
New Flat UI dramatically reduces windows and
tabbing back and forth and in turn reduce call time
Still have left-
hand Nav. for
users that want to
jump to specific
data point Can easily scroll down for
needed info.
Contextual sub-grids

30. Custom Activities: Improved Field
Service
Now have complete
flexibility to create any
activity
For example, can create “Onsite Repair”
activity and other Field Service related
activities
Can instantly add new tasks,
resources and resource Support for re-occurring
groups to activity appointments

31. Guided Dialogs: Guided
Problem Resolution
Guided Dialogs provide robust call scripting capabilities
Can enforce actions/tasks Troubleshooting script
based on pre-defined rules example
Can create many types of
scripts. Multiple response
example to left

32. Queues: Streamlined Work
Management
Can create queue against any entity in
the database
Can create individual or
team queues
For example, can create case escalation
queue for important customers
Can lock-down queues until action is complete for sequential work management

33. Auditing: Improved Accountability
System-wide auditing
Important for call
centers who have
strict SLAs
Can see all changes made at record
or field level
Can create pre-defined
auditing rules

34. The Extended CRM
Conversation

35. The Evolution from CRM To Extended CRM
Partner Relationship
Asset Management
Extended CRM leverages the Management
flexible xRM Framework
which allows organizations to Distributor Relationship Property Management
easily configure and extend Management
the capabilities of Microsoft
Dynamics CRM.
Patient Relationship Fleet Management
Management
Extended CRM is additive to Employee Relationship
Land Management
Management
core CRM and allows
organizations to track and
Contractor Relationship
maximize the value of other Management
Task Management
relationship and assets and in
turn extend the power of
Supplier Relationship
CRM. Event Management
Management

36. Microsoft’s Promise of Extended CRM
Improve solution relevance and business impact
Increase time
Enhance value of Contain costs
Improve
with customers without sacrificing
business fit
all relationships
service
Shorten sales Achieve real-time
cycles
Drive operational insight
Increase
excellence business agility

37. Extended CRM Capabilities Today
Differentiators:
 Robust workflow engine
 Multi-channel communications
 Powerful BI capabilities
 Point-and-click configuration
xRM Framework
 Powerful partner solutions

38. Extended CRM Productivity with 2011
1. Impactful connections
2. Role-tailored experience
3. Greater industry relevance
4. Value-add solutions

39. Connections: Influencing the
Influencers
Key enabler of Extended Especially useful in sales cycle where
CRM there are multiple influencers (lawyers,
consultants, tax experts, etc.)
Each role can have
distinct attributes
Can create any kind of role and
apply to any entity

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of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation.
Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee
the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.