Microsoft CRM IT Decision Maker

Speaker name, title

Agenda Competing in the customer-centric economy Microsoft CRM product, positioning and vision Application architecture and technology backgrounder Demo Summary

The customer-centric economy Customers are in complete control of their purchasing decisions Organizations need access to value-added information like never before Financial viability is now being derived from the strength of your customer relationships Businesses are being forced to “do more with less” and deliver products and services on demand. IT managers require harmonious interaction between system users, processes and information

Empowered Employees Integrated Partners Informed Management Connected Customers Our Vision Of Interconnected CRM Marketing Automation Sales Force Automation Customer Service Field Service eCommerce Intelligent and easy business solutions that enable extraordinary customer experiences”

Microsoft’s CRM solutions Single User Global, Major & Strategic Accounts Corporate Accounts >500 PCs >1000 Emp Midmarket Segment PCs, Emp Small Business 1-24 PCs, 1-49 Emp Small Business Business Contact Manager MicrosoftBusinessSolutionsCRM Midmarket Segment Corporate Major Strategic

Microsoft CRM Core MBS initiativeCore MBS initiative 3 years customer research & R&D3 years customer research & R&D Hundreds of dedicated resourcesHundreds of dedicated resources CRM experts from Onyx, Pivotal, SalesLogix, Oracle, Siebel & GoldmineCRM experts from Onyx, Pivotal, SalesLogix, Oracle, Siebel & Goldmine MSFT experts from Office, Windows, Microsoft SQL Server, Exchange, BizTalk Server & moreMSFT experts from Office, Windows, Microsoft SQL Server, Exchange, BizTalk Server & more Deep integration & technology value from Office, Microsoft SQL Server, Exchange, BizTalk Server, ERPDeep integration & technology value from Office, Microsoft SQL Server, Exchange, BizTalk Server, ERP Microsoft’s Deep Commitment to CRM Effort Business Contact Manager for Outlook 2003 Single user (Desktop) contact manager Single user (Desktop) contact manager Office Outlook 2003 native Office Outlook 2003 native Localized to 18 languages Localized to 18 languages Customer for life: Data migration to Microsoft CRM Customer for life: Data migration to Microsoft CRM

Companies are hungry for [CRM] products that meet their requirements and leverage their existing environment. For most mid-market companies, Microsoft productivity applications, networking and is their infrastructure.” - Mary Wardley, IDC (9/03) "Microsoft CRM is perfect for our needs. It allows us to get very sophisticated or very simple. Plus, we'll be able to build on it over time.” - Sean McCarthy, Elite Flooring “Microsoft CRM has helped IBIS achieve its sales goals over the past year by being a very compelling product to the marketplace. I would hate to say where we would be today without Microsoft CRM coming out of the economy we’ve all experienced over the past 2 years.” – Andy Vabulas, IBIS Inc. Building Momentum…

Improve Business Productivity Lower TCO Integrate Powerfully Extend Easily Make informed business decisions Improve Sales Success Deliver Superior Customer Service Share Information Set-up easily Customize easily Use easily Maintain easily On-premises or ASP hosted deployments Microsoft Office (Outlook) Financial Management Other business systems Web Services Tailor for vertical or industry specific deployments Complete SDK Open and secure APIs Web services Microsoft CRM Design Principles Build your business on great vision and technology…

Maximize Your CRM investment Automate new and existing business processes with Microsoft CRM’s workflow editor. Boost revenues and efficiencies through sales force automation, lead and territory management. Establish best-in-class customer service strategies using integrated knowledge base. Implement proactive business strategies based on Crystal Reports V9.0 for MSCRM integration.

Establish a platform of low system Total Cost of Ownership Microsoft CRM scales to the needs of today’s Midmarket segment and provides a system that will grow as your business grows Enhanced setup and deployment with XML installation parameters Metadata framework enables fast and easy system customization Reliable,.NET architected application with Windows 2003 Server, Microsoft SQL Server and Exchange Server 2003 backbone

Powerful Integration.NET Framework connects entire infrastructure Crystal Enterprise Professional Edition software is installed along with the Microsoft CRM Server Integration with Exchange and Outlook for single source customer contact Microsoft CRM web services facilitate integration with other business systems and partners

Extensibility Model Microsoft CRM Software Developer’s Kit (SDK) documents all system objects XML and Web Services architecture provide highly-available, secure platform for exchanging data with people and processes ISV configuration model provides ability to embed custom developed solutions into Microsoft CRM with ease

Managing CRM Users With Active Directory Single point of management for all user accounts, clients, servers, and applications Same user directory for network access, , CRM, and more Provides single sign on to network resources and directory enabled applications Able to synchronize with existing directories Secure delegation of administrative functions

Security Model Object Security Model –Account, Contact, Lead, Opportunity, etc. Role-Based Security Model –Group a set of privileges for a user –Four Security Levels Basic (just mine) Local (just my business unit) Deep (my business unit and below) Global (entire org)

MicrosoftCustomerRelationshipManagement MicrosoftCustomerRelationshipManagement MicrosoftCustomerRelationshipManagement SalesService Suite Microsoft CRM Licensing Standard Professional MicrosoftCustomerRelationshipManagement MicrosoftCustomerRelationshipManagement Service Suite MicrosoftCustomerRelationshipManagement Sales Clients ($395-$1295)* MicrosoftCustomerRelationshipManagement Sales Server MicrosoftCustomerRelationshipManagement Service Server Servers ($995)* *Estimated retail price.

Flexible Deployment Options Small Deployment ( users) Option: Microsoft Small Business Server 2003, Office System 2003, Microsoft CRM Standard Large Deployment (1000+ users) Option: Option: Microsoft Windows Server 2003, Exchange Server 2003, Microsoft Office 2003, Microsoft CRM Standard / Professional Midmarket Deployment ( users) Option: Microsoft Windows Server 2003, Exchange Server 2003, Microsoft Office 2003, Microsoft CRM Standard / Professional

Designed for the needs of the connected business Four-tier Internet architecture for maximum integration flexibility Microsoft SQL Server 2000 XML APIs.NET Framework – XML Outlook and Internet Explorer Presentation Tier Application Tier Platform Tier Data Tier

Client Application Reporting User Interface Components Server General Architecture v1.x Crystal ASP.NET UI Components Outlook Application Logic Business Rules CRM Domain Logic Base Business Entity Platform Infrastructure Query BuilderQuery PlansQuery Processor Data Access Platform Data Sources Crystal Integration Services Post Callouts Messaging Service BizTalk Server Metadata Services Workflow Services Active Directory Users Security Services Exchange Connector Data Management Services Business Logic CRMMD Application Metadata Management Tools MMC

Central Server Local Server Redirector Data Sources Outlook Client Architecture v1.2 Application Logic Platform Infrastructure Data Access Platform CRMMD Metadata Security Application Logic Platform Infrastructure Data Access Platform Metadata Workflow Security Exchange Data Integration Messaging Platform Redirector Application User Interface Components ASP.NET UI Components Outlook Metadata Client Users Data Sources CRMMD PBQ 1. Transition Offline SQL Replication 2. Work Offline SOAP to Local Server with ASP.net codebase 3. Transition Online SOAP Playback 4. Work Online SOAP to Central Server

Subscription Integration Server Integration to Great Plains Data Sources Int Message Retry Service Logging Service BizTalk Server Great Plains Data Sources Business Objects Data Access CRM Server GP Message Transport Link Management State Management Integration Metadata Subscription Application Integration Component Integration Services CRM Domain Logic Platform Infrastructure Data Access Platform Data Sources Channel Maps Preprocessor Receive Function Integration Logic Application Integration Component CRM Publication Pipeline Component Document Exchange Client Management Tools ASP.NET SQL Agent Shadow Data DX DTS

Data Migrating To Microsoft CRM Data Source CRM Server Integration Services CRM Domain Logic Platform Infrastructure Data Access Platform Data Sources Data Source Data Source CRM 1. Extraction Combine data from numerous sources 2. Consolidation & Cleaning Standardize and scrub source data 3. Submission Perform ETL functions Destination Adapter Migration (CDF) CRM Objects CRM Data

Microsoft CRM Application, Customization and Workflow overview

Summary Microsoft CRM provides a flexible, scalable platform for the needs of the customer- centric organization. Microsoft CRM enables businesses to align technology investments with their strategic business initiatives. Microsoft CRM is a.NET-connected application that exposes XML web services for ease of integration and extensibility.

To Move Forward Microsoft sales team and partners here! Engage with a partner Learn more about Microsoft CRM – Thank You For Coming…

The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. 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 presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. © 2003 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only.