Driving Productivity with Microsoft Dynamics CRM Presenter Name Presenter Title Presenter Date

Customers Drive Business Success Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth. “… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.” - Harvard Business Review, March 2007

But Traditional CRM Vendors Have Failed “User adoption remains a challenge, with 33% to 47% of customer management applications facing serious adoption issues.” AMR Research, September 2007 “User adoption remains a challenge, with 33% to 47% of customer management applications facing serious adoption issues.” AMR Research, September 2007 “Spending has reached an all-time high, with expectations nearly as lofty. But implementation failure rates have not improved, nor have ROI metrics.” AMR Research, September 2007 “Spending has reached an all-time high, with expectations nearly as lofty. But implementation failure rates have not improved, nor have ROI metrics.” AMR Research, September 2007

Fits Your People The right user experience for every user role Now You Can Get CRM That… Fits Your Business Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets

Microsoft’s Vision for CRM Deliver an easier and more natural user experience Deliver highly configurable workflow and analytics Works the way your business does Deliver a flexible platform that simplifies integration Works the way technology should Works the way you do

Microsoft CRM at a Glance Over 11,000 customers from small to enterprise Over 500,000 users in more than 80 countries Global network of software and services partners Fast, flexible, and affordable Full CRM suite of marketing, sales, and service Native Office experience for rapid adoption Multi-language with more than 25 languages Advanced SOA / Web services architecture

Mid-size Companies Small Businesses Large Enterprises Dynamics CRM: Global Customer Base

Driving Global Customer Success Nortel relies on the enterprise scalability and performance of Microsoft Dynamics CRM for a global deployment of 3,000+ users. ING configured Microsoft Dynamics CRM to deliver a more productive global system for purchasing and vendor management. MCF deployed Microsoft Dynamics CRM to reduce service call times by 80% per call and order entry time by 90%. Equinox uses Microsoft Dynamics CRM to drive its sales processes, with staff productivity up 8% and manager productivity up 5%. Cold Stone Creamery runs their membership club on Microsoft Dynamics CRM, saving millions of dollars over three years. Mitsubishi Caterpillar

Microsoft Dynamics CRM Suite Full CRM suite capabilities and application flexibility -Interactions -Marketing -Sales -Service -xRM -Business Process -SOA -Flexible Deployment

Fast, Productive Sales Management Familiar interface drives user adoption and increased productivity Workflow-driven sales processes ensure consistency and efficiency Full spectrum of sales intelligence capabilities provides insight and accurate forecasts

Drive Fast and Productive Sales A lead is created with the appropriate sales workflow. The lead is automatically routed to inside sales to qualify and assign. The lead is passed to the right sales person to close the opportunity. A prospect requests more information via the web.

HIDDEN SLIDE For a deep dive into Sales (discussion with VP, Directors, Sales Managers), drop the Sales BDM Deck in here for more content Pick and choose the slides that are most relevant to your audience

Fast, Consistent Customer Service Comprehensive customization and core platform capabilities ensures business agility Advanced workflow ensures consistency or service experience Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling

Drive Fast and Consistent Service The service case is created with an appropriate service workflow. The lead is automatically routed to the best available agent. Service requests come in via phone, web, or other channels. The knowledge base is searched and solutions are suggested.

HIDDEN SLIDE For a deep dive into Customer Service (discussion with VP, Directors, Managers), you can drop the Service BDM Deck in here for more content Leverage the slides that are most relevant to your audience

Fast, Effective Marketing Management Intuitive segmentation tools drive superior target selection Workflow-driven processes increase reach and relevancy Seamless tracking of cross-channel communications saves time and money

Drive Fast and Effective Marketing A new campaign is budgeted, approved, targeted, and executed across multiple channels Campaign responses are captured; ROI is tracked and reported continuously

HIDDEN SLIDE For a deep dive into Marketing (discussion with VP, Directors, Managers), you can drop the Marketing Automation BDM Deck in here Leverage the slides that are most relevant to your audience

The Power of Choice for Software + Service Choose how you USE IT - Outlook, browser, mobile Choose how you GET IT - Software or service Choose how you BUY IT - Own it or rent it CHANGE it any time as your business needs change

Why Choose Microsoft CRM? ““Buyers also like Microsoft Dynamics CRM’s usability and its quick time-to-value compared with traditional CRM applications.” - Forrester Research, February 2007 ““Buyers also like Microsoft Dynamics CRM’s usability and its quick time-to-value compared with traditional CRM applications.” - Forrester Research, February 2007 “If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s CRM product.” - AMR Research, November 2007 “If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s CRM product.” - AMR Research, November 2007

DISCUSSION

APPENDIX

Dynamics CRM for Small Business Microsoft Dynamics CRM delivers solutions for thousands of small businesses around the world Key requirements: Easy, intuitive user experience for Outlook and Internet Explorer Integrated marketing, sales, and service capabilities Easy configuration of reports, workflow, and more Small Businesses

Dynamics CRM for Midsize Companies Microsoft Dynamics CRM delivers solutions for thousands of midsize companies around the world Key business and IT requirements: Easy, intuitive user experience for Outlook and Internet Explorer Integrated marketing, sales, and service capabilities Easy configuration of screens, workflow, and data model Web services integration Mid-size Companies

Dynamics CRM for the Enterprise Microsoft Dynamics CRM delivers solutions for hundreds of large enterprises around the world Key business and IT requirements: Role-tailored user experience Easy configuration of screens, workflow, and data model Web services integration Flexible SOA platform Enterprise scalability Large Enterprises

Microsoft Dynamics CRM Business Architecture