April, 2008 Better Together! Integrated GP & CRM AN INDEPENDENT MEMBER OF BAKER TILLY INTERNATIONAL 505 AFFILIATE OFFICES WORLDWIDE

How Do We Define CRM? Customer Facing Sales, marketing, service and other activities Business Process Driven Workflow drives consistent execution across business units and systems Collaborative Enables teams to work with others, inside and outside of your organization to help maximize your business

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

Understand the Full Customer Life Cycle Source: Forrester Research, Inc. Customer analytics and data management

Fits Your People The right user experience for every user role Success Depends On Delivering CRM That… Fits Your Business Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets

Six Key CRM Goals Driving innovation and top-line growth Improving the customer experience Re-engineering customer-facing processes Boosting the productivity of customer facing workers Exploiting customer analytics Pushing global standards and service-oriented architecture (SOA)

Forrester Wave™: Enterprise CRM Suites, Q1 ’07 February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”

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

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.

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

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.

Why Choose Microsoft Dynamics 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 [Dynamics] 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 [Dynamics] CRM product.” - AMR Research, November 2007

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

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 Dynamics CRM Business Architecture

Benefits Of An Integrated ERP/CRM Quickly discover a product’s location Determine an item’s availability Inventory quantities Order, including status Invoices, including status Price level Understand customers’ buying preferences and purchasing patterns Gain insight into your customers’ payment history, including credit-hold status Forecast and plan activities that help project revenue and growth

Best-of-Breed Integration Options Microsoft BizTalk Server Advantages Enterprise class Centralize ALL business integration rules (not just GP) Disadvantages Complex Scribe Insight Server Advantages OOB template for Dynamics CRM to GP integration Disadvantages Business integration rules do not reside in a central location

DEMONSTATION Order Integration Account Integration

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