A Day-in-the-Life with Microsoft Dynamics CRM 2011 November 2010

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

The Power of Productivity

 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

“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 Renewed Focus on Productivity “Power of

The Sales Conversation

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

Increase sale output and efficiency Microsoft’s Promise of Sales Productivity Increase time with customers Achieve real-time insight Improve conversion and close rates Shorten sales cycles Contain costs without sacrificing service Increase time with customers Shorten sales cycles Improve close rates Achieve real-time insight

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

Sales Productivity with Reduced “busy work” 2.Intelligent lead management 3.Improved team selling 4.Real-time sales performance

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

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

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

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

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

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

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.

The Customer Care Conversation

 Reduction in call center resources  Agents saddled by multi-task environment  Mounting demands for operational efficiency  Increasing customer expectations Customer Care Challenges “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

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

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

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

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.

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

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 groups to activity Support for re-occurring appointments

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

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

Goal Management: Operational Efficiency Can track goals against any entity Useful for call centers that want to track average call time, first call resolution rate and other key metrics Easy set-up process With a click can generate reports for goal attainment

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

The Extended CRM Conversation

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

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

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

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

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

Social Connector: Bringing in Social Context Social Connector in Outlook Client seamlessly brings in social data For example, can instantly see LinkedIn or Facebook profile for given contact Allows users to gauge online influence of contact

Role Tailored Forms: Tailored Fit True role-based forms ensure data is relevant to each user Can have multiple forms per entity Drag-and-drop customization Full control over presentation of forms

Drag and Drop UI: Effortless Customization Useful “Click to Customize” feature Drag-and-Drop UI Can configure entity Body, Header or Footer Can use Navigation Editor to customize left- hand navigation

Marketplace: One Stop Shop for Apps. Central repository of complementary solutions for Microsoft Dynamics CRM New optimized search logic User generated ratings and reviews Fully integrated to Microsoft Dynamics CRM

Solutions: Centralized Solution Management Allows you to centrally manage solutions right within Microsoft Dynamics CRM Multi-app server capability Managed properties

In Summary

1.Familiar, intelligent and connected experience 2.Wealth of new features in Strong business value for SFA, CC & Extended CRM Microsoft Dynamics CRM 2011 Amplifies Productivity

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, the Microsoft Dynamics logo, and [list other trademarks] are trademarks of the Microsoft group 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.