Microsoft Dynamics CRM Solution Overview Name Title Microsoft Corporation SOLUTIONS

Microsoft CRM | At A Glance Over 6,000 customersOver 6,000 customers Over 150,000 usersOver 150,000 users Over 1,500 partnersOver 1,500 partners Full suite of marketing, sales, and serviceFull suite of marketing, sales, and service Native Office experienceNative Office experience Web services architectureWeb services architecture Fast, flexible, and affordableFast, flexible, and affordable Available in 22 languages*Available in 22 languages* Microsoft CRM Customer Growth Worldwide +100% +100% * Version 3.0 through mid-2006 Information current as of March 2006

What Is CRM? Customer-facingCustomer-facing –Sales, service, and marketing activities Process-focusedProcess-focused –Workflow drives consistent execution Team-orientedTeam-oriented –Collaborate with others inside and outside of the organization How does it differ from simple “contact management”?

Major Problems With “First-generation” CRM A 2004 AMR Research study found that 28 percent of CRM projects failed to go live28 percent of CRM projects failed to go live 33 percent had serious user adoption problems33 percent had serious user adoption problems A 2005 Forrester Research study found that Two-thirds of respondents were unhappy with the ease of use of their CRM systemTwo-thirds of respondents were unhappy with the ease of use of their CRM system More than half of respondents were not satisfied with their CRM system's return on investment (ROI)More than half of respondents were not satisfied with their CRM system's return on investment (ROI)

What Do Businesses Need From A CRM System? Reliable user adoptionReliable user adoption –If people won’t use it, it has no value Great business fitGreat business fit –Consistent processes and real-time visibility Fast, flexible, and affordable technologyFast, flexible, and affordable technology –Quick to deploy and easy to manage

Works the Way Your Business Does Easily adapts to each company’s needs Easily adapts to each company’s needs Powerful workflow and analytics Powerful workflow and analytics Works the Way Technology Should Fast to deploy and easy to manage Fast to deploy and easy to manage Powerful Web services architecture Powerful Web services architecture Works the Way You Do Native Office and Outlook experience Native Office and Outlook experience Full range of mobile solutions Full range of mobile solutions SalesService Marketing Microsoft CRM | The Next Wave A complete CRM suite that leverages the power and productivity of the Microsoft platform

Microsoft CRM | Works The Way You Do Native Microsoft Outlook Folders and Command BarNative Microsoft Outlook Folders and Command Bar Automatic calendar, contact, task and synchronizationAutomatic calendar, contact, task and synchronization Quick views of relevant informationQuick views of relevant information

Microsoft CRM | Works The Way Your Business Does Powerful reporting via SRSPowerful reporting via SRS Take data into Excel while maintaining a live data linkTake data into Excel while maintaining a live data link Secure, roles-based access at the database levelSecure, roles-based access at the database level Create workflow based on standard and custom entitiesCreate workflow based on standard and custom entities Evaluate conditions and actions across systemsEvaluate conditions and actions across systems New Lead Received Existing Account? Create New Acct Create New Oppty Assign to Telesales Alert Sales Rep Y N

Microsoft CRM | Works The Way Technology Should Roles-Based User Experience Business Workflow and Visibility Integration and Extensibility Use Outlook, browser, or mobile device Use Outlook, browser, or mobile device Get just the right tasks to each user Get just the right tasks to each user Intelligent links to Microsoft Office Intelligent links to Microsoft Office Drive more consistent process execution Drive more consistent process execution Tailor the system to fit your business Tailor the system to fit your business Get instant visibility and alerts Get instant visibility and alerts Web services architecture Web services architecture Connect multiple systems in real-time Connect multiple systems in real-time Easily import and export data Easily import and export data

Microsoft CRM | Thousands Of Customers, Including… Small Businesses Large Enterprises Midsized Companies

Microsoft CRM | Global Investment, Global Reach Czech English (international) German Hungarian Norwegian (Brazilian) Russian Turkish Arabic Danish Finnish Greek Italian Polish Portuguese Spanish Chinese Dutch French Hebrew Japanese Portuguese (Iberian) Swedish Languages for version 3.0 Worldwide availability in more than 20 languages

Microsoft CRM | Next Steps Choose Microsoft CRM for the technology and platform to drive CRM success for your businessChoose Microsoft CRM for the technology and platform to drive CRM success for your business –Outstanding user experience and user adoption –Great business fit and visibility into results –Scalable and secure platform with great extensibility Define a complete CRM solution and plan that includes people, process, and technologyDefine a complete CRM solution and plan that includes people, process, and technology –Microsoft and its global network of partners are committed to your success

© 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

What’s New

Microsoft CRM | What’s New In Version 3.0? Hundreds of new features, including: Native Outlook Experience Roles-based user interfaceRoles-based user interface Dynamic help and suggestionsDynamic help and suggestions Pervasive mobile capabilitiesPervasive mobile capabilities High performance syncHigh performance sync New CRM Modules Marketing Automation, including Quick CampaignsMarketing Automation, including Quick Campaigns Service AutomationService Automation SQL Reporting ServicesSQL Reporting Services Platform Flexibility Custom entitiesCustom entities Extensible workflow engineExtensible workflow engine Real-time app integrationReal-time app integration Easy portal integrationEasy portal integration Installation and Upgrade Installation diagnosticsInstallation diagnostics Automatic Web ServicesAutomatic Web Services New security modelNew security model Metadata import/exportMetadata import/export

Segment Specific Slides – Insert As Needed

Microsoft CRM | For Small Businesses Microsoft CRM Small Business Edition (SBE) is optimized for small businessesMicrosoft CRM Small Business Edition (SBE) is optimized for small businesses Complete CRM suite installs in 10 clicks or lessComplete CRM suite installs in 10 clicks or less Quick customization to specific business needs through the “Consultant in a Box” wizardQuick customization to specific business needs through the “Consultant in a Box” wizard Tightly integrated with Microsoft Small Business Server Premium 2003 capabilitiesTightly integrated with Microsoft Small Business Server Premium 2003 capabilities –Fax server integration –Integrated system management Built-in migration of data from Microsoft Office Business Contact Manager (BCM)Built-in migration of data from Microsoft Office Business Contact Manager (BCM) Small Businesses

Microsoft CRM | For Midsized Companies Microsoft CRM fits the business and technology needs of midsized companiesMicrosoft CRM fits the business and technology needs of midsized companies It delivers all of the power of an high-end CRM system through a familiar Microsoft Office and Outlook interfaceIt delivers all of the power of an high-end CRM system through a familiar Microsoft Office and Outlook interface Complete CRM suite with sales, service, and marketingComplete CRM suite with sales, service, and marketing Flexible options for online, offline, and mobile accessFlexible options for online, offline, and mobile access Simplified installation and maintenanceSimplified installation and maintenance Highly configurable without writing any codeHighly configurable without writing any code Easy integration to external system and dataEasy integration to external system and data Midsized Companies

Microsoft CRM | For Large Enterprises Microsoft CRM puts powerful CRM capabilities into a familiar Microsoft Office and Outlook experienceMicrosoft CRM puts powerful CRM capabilities into a familiar Microsoft Office and Outlook experience –Complete CRM suite with sales, service, and marketing –Flexible options for online, offline, and mobile access –Powerful service-oriented platform based on Web services and Microsoft technology –Highly configurable and extensible data model –High scalability for large user deployments –Easy integration to external apps and data –Highly secure environment to protect sensitive data Large Enterprises

Background Information For Customers On Logo Slide

Backup Slides

Microsoft CRM | Reinventing CRM To Drive Success Works the Way You Do More productivity In day-to-day CRM tasks Common user experience with Office and Outlook Reduced click counts for every task Complete capabilities in the office and on the road Works the Way Your Business Does Better management control and visibility Powerful workflow drives consistent processes Automated alerts and exception handling Closed-loop tracking and reporting Works the Way Technology Should Reduced load on IT implementers and operations Simplified installation and maintenance Common configuration and customization tools Integrates easily via Web services

© 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.