1. What’s New in Microsoft Dynamics CRM 2011

2.  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 A Competitive Landscape 92% flat or declining 8.1% increasing “As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.” Customer Service Wave Report Forrester Research

3. Natural & Personal Collaborative & Integrated Insightful & Actionable Based on 3 Key Design Principles

4. Office Fluent UI Experience Next-gen Outlook Client Role-Tailored Forms & Views Advanced Personalization Field Level Security Productivity Enhancements Excel Enhancements Real-Time Dashboards Guided Processes Inline Visualization Goal Management Conditional Formatting Enhanced Queues Pervasive Auditing Business Connections Contextual SharePoint Solutions Management Dynamics Marketplace Declarative Design Team Management Developer Tools 2011 = The Power of Productivity

5. Office Fluent UI Experience Next-gen Outlook Client Role-Tailored Forms & Views Advanced Personalization Field Level Security Productivity Enhancements Excel Enhancements The Power of Productivity: Familiar

6. Office Fluent UI CRM Ribbon Visual page flow Adaptive by task One-click to customize

7. Next-Generation Outlook Experience Rich forms & views Preview panes Multi-tenant aware Enhanced performance & synchronization

8. Role Tailored Forms and Views Role-based forms Unlimited customization Nested security access Web and Mobile

9. Advanced Personalization Personal views Record Push-Pins Most-Recently Used lists Navigation preferences

10. Field Level Security Full field level security Profiles and rules Read/write/create Interactive override

11. Productivity Enhancements Custom activity types Dynamic Marketing Lists Product catalog enhancements Data management enhancements

12. Excel Enhancements Analyze and edit CRM record filtering PowerPivot support BI for everyone

13. Real-Time Dashboards Guided Processes Inline Visualization Goal Management Conditional Formatting Enhanced Queues Pervasive Auditing The Power of Productivity: Intelligent

14. Real-Time Dashboards Real-time presentation Personal dashboards End-user design & creation Extensible dashboards

15. Guided Processes Process Dialogs Adaptive processes.NET4 Workflow Web-services integration

16. Inline Visualization Inline Visualizations Data drill-down Real-time filtering End-user charts

17. Goal Management Flexible goal management Fiscal or custom period Roll-up or child goals Manager override

18. Conditional Formatting Rules against any entity Guided UI for rule definition Multiple formatting options Same experience as Outlook

19. Enhanced Queues Queues against any entity Work state management Team and indiv. queues Lock-down capability

20. Pervasive Auditing System-wide auditing Record or field level Automatic audit trail Pre-configured areas

21. The Power of Productivity: Connected Business Connections Contextual SharePoint Team Management Declarative Design Solutions Management Dynamics Marketplace Developer Tools

22. Business Connections Flexible roles Social connections Influence tracking Expansion for future scenarios

23. Contextual Documents In-context documents Custom content types Tag clouds and social Check-in/check-out

24. Team Management Team ownership of records New team roles Multiple types of teams Workflows against teams

25. Declarative Design One click to customize Drag-and-Drop UI Navigation Editor Multiple forms per entity

26. Developer Tools WCF and.NET 4.0 Web Resources.NET data types Open Data Protocol (OData)