xRM is the natural evolution of CRM. Businesses are expanding their use of new generation CRM solutions to manage a wider range of scenarios, including asset management, prospect management, citizen management, and many more. Microsoft CRM sits on the .NET platform and because of that, it is much more than a traditional CRM product. Instead, think of Microsoft CRM is as a rapid development application with out of the box CRM functionality. The purpose of this session is to understand Microsoft's CRM strategy and how you get to market first with world class business solutions.

2. xRM as an Evolution of CRM Catherine Eibner Microsoft Australia, Developer Platform Group ceibner@microsoft.com http://blogs.msdn.com/ceibner , www.twitter.com/ceibner

4. Key Success DriversHow do you define success? 4 “Products and services can be copied. Our business processes and our business models are our differentiators.” CEO – Global Enterprise 66% of CEOs believe their organizations need to introduce fundamental/ radical changes in the next 2 years Rapid Innovation is a Key Mandate Business process innovation as key competitive advantage Business productivity innovation is needed now more than ever Flexibility to rapidly implement global innovation is a key enabler

5. Key IT ChallengesChallenges with delivering sustainable business value 5 Too much time and money is required to efficiently develop, deploy and maintain custom applications Identifying the right application is costly. Maintaining applications from multiple vendors is cumbersome Deliver and Demonstrate Business Value Difficult to deliver business ROI and differentiators Limited budget and resources Too many issues with buying and building apps Not equipped to rapidly respond to business change

6. Usabilitythrough Microsoft Office/Outlook Flexibility through Dynamic Application Services Choice through various delivery and usage options Productivity through point & click and Microsoft Fits people, business, environment and budget Enterprise-class scalability, availability and performance XRM Delivers BenefitsXRM provides both innovation and operational benefits

7. xRM Architecture OverviewDeclarative Application Services User Experience Services Custom User Features Mobile/ Portal/Custom Microsoft Office/ Outlook Online/ Offline Integration Services Extensibility Services Business Logic Services Granular role-based Security Business Process Modeling Windows Workflow Foundation Metadata Services Visual Studio .NET Assemblies Enterprise Mash-ups/ Composite Applications Application Definition Portable Application Model Release & Upgrade Mgmt Embedded User Interfaces/ IFrames Client-side Jscript ASP.NET Custom Forms Database Services Declarative Data Modeling Referential integrity / relationship Dynamic Ripple Effect Business Logic/ Process Orchestration Custom Workflow Actions Data & Metadata APIs Event Framework/ Dynamic Code Plug-ins Analytical Services Dashboards KPIs Reporting/ OLAP Data Mining/ Predictive Prebuilt Connectors Server SDK Offline SDK Service-Oriented Architecture Developer Tools Platform Management Tools Multi-tenancy Multi-lingual Multi-currency Enterprise-class scalability & performance

11. XRM Conceptual ArchitectureDesigned for flexibility and extensibility Cloud Server Standard UI (Outlook, Web, Mobile) Custom UI & Mash-Ups (ASP.NET, SharePoint, Silverlight/WPF) Integrated Applications Reporting (Excel & SRS) Web Services Custom Synchronous Actions (.NET Assemblies) Custom Asynchronous Actions (.NET Assemblies) Synchronous Business Logic Business Entity Components Role-Based Security Workflow Data Access Components Data Access Platform Multi-tenant Controller Metadata Data 9

12. Extensible UI (XML Config File) Integrated Applications Reporting (Excel and SRS) Form Events (JavaScript) Plug-Ins (Pre) (.NET Assemblies) Plug-Ins (Post) (.NET Assemblies) Custom Actions (.NET Assemblies) Presentation Layer Forms Design, Client-Side Scripting and Custom UI Development Platform Layer Data Model Customization, IntegrationWorkflow, Custom Platform Development Web Services Synchronous and Asynchronous Business Logic Business Entity Components Security Workflow Data Access Components Data Access Platform Data Service Layer Custom Reporting, Custom Analysis Filtered SQL Views Metadata Data xRM Architecture

13. System Components Overview Outlook client Web client Mobile client Outlookofflineclient NLB Web Services Integration IIS Application Server

14. Employment Portal Users want to coordinate an automated recruiting system for applicants to apply for available positions. Applicants want to create accounts and apply for positions of interest.

16. Export application definition and import into other servers

17. Metadata architecture simplifies upgrades

18. Publish changes on the fly

20. Table creation (entities)

21. Data Relationships (n:n)

22. Referential Integrity Rules

23. Attribute definition & rules

24. Metadata management

25. Web-based schema tools

26. No SQL required13

28. Consistent navigation and tools across all applications

29. Productivity tools are optimized for users

31. Microsoft Outlook Sync

32. Standard Clients & Devices

33. Common Navigation & SiteMap

34. User Functionality & Tools

35. Offline Capabilities

36. Language Packs

37. Accessibility14

39. Access Controls / Authentication

40. VPN-less Accessible (SSL)

41. Bulk User Management

42. Role Management

43. Role-based Security

44. Hierarchical Security

45. Deep data controls15

47. Minimize costs by leveraging existing Microsoft technology investments

48. Deliver business insight through familiar productivity tools

50. Microsoft Excel

51. Report Creation Wizard

52. Scheduled & Offline Reporting

53. Ad Hoc Analytics

54. Dashboards / KPIs

55. OLAP

56. Predictive / Data Mining16

57. XRM VisualizationsDashboards and extensive visualization capabilities Recruit Compatibility Facility At-A-Glance Citizen’s Issues Dashboard Asset Dashboard Employee At-A-Glance Recruiting Scorecard 17

59. .NET Assemblies

60. ASP.NET custom forms

61. Client-side Jscript / ISV Add-ins

62. Server / Offline SDK

63. Custom Workflow Actions

64. Event Framework / Plug-ins

65. Dynamic Registration18

66. Event PipelineSupports both online and offline customizations Plug-ins are an example of how to developers can focus on building strategic business functionality, re-use it across many XRM applications in both online and offline mode and it is all upgradeable. Allows for sophisticated business logic to be embedded in platform Assemblies run within core event pipeline Plug-Ins can execute both online and offline for consistent use Dynamic plug-in registration 19

67. Extensibility SpectrumExtend each XRM application to fit your unique needs Examples of what you can build Custom ASPX Pages Feature Plug-ins Application extensions Server-side validation and rule enforcement External Web Services Workflow Assemblies 20

68. Mobile Devices Silverlight / WPF Custom Web Portal Composite UI/Mashups Microsoft Office Word SharePoint Extensible User ExperiencesExtend the UI to the environment that best fit your people 21

70. Integrated UI (sitemap, ISV)

71. Low Cost & Maintenance

72. Embedded

73. “Traditional” Approach

74. Fully operational APIs (CRUD)

75. Data API

76. Metadata API

77. Dynamically generated web-services

78. Call outs with Parameters

79. Get results back

80. Full blown integration

81. Pre-built connections with integration platforms (BizTalk)22

82. Architecture Services цззййз Organization-wide Example: ACME, Inc Corporate Divisions Example: ACME European Operations Work Teams Example: ACME Account Team Work Departments Example: ACME Procurement

84. Release Management

85. Upgrade Management

86. Job Monitoring & Controls

87. Data Management/De-dup

88. Diagnostic Tools & Alerts

89. Federated Updates

90. MOM / System Center24

91. Scalability and Availability Round trip and packet size optimization for low bandwidth Stateless message-based connection Allow for failure during transaction Serviced by large web farms NLB Application Tier scale out Leverages standard IIS technologies with NLB Code optimized for scale out deployment Server Roles for workload optimization CRM Application Server Web Farm Support for standard SQL Server failover via clustering or mirroring Support for Log shipping Index Tuning Wizard supported SQL Server Cluster or Mirror

92. Performance and Scalability Performance and Scalability Components Service grid architecture Deployment choice WAN performance optimization Load balance clustering Scale flexibly and efficiently across local or global Enterprise deployments Web farm clustering Exchange clustering SQL Server clustering SQL mirroring Microsoft advantage Leverage optimization throughout the .NET, Windows, SQL, and Exchange platform Configure to meet user experience, bandwidth and hardware requirements across wide area networks Scale flexibly up and out across application and data tiers

93. xRM Benchmarks to 50K Concurrent Users 50,000 users running on one tenant; multi-tenant infrastructure and SQL Server 2008 drives higher loads $35K server hardware; 80% less than Oracle Siebel latest benchmark Average 0.12 second response time across 2.4M web requests / hour Up to 30% less power consumed with Intel Xeon (Nehalem) processor architecture