DRIVING SUCCESS WITH MICROSOFT DYNAMICS CRM ROSS DEMBECKI LEAD PRODUCT MANAGER CRM MICROSOFT AUSTRALIA SESSION: AP028

Welcome to the CRM General Session! Partner Perspectives – An ISV and an SI Demo: Connected Cloud

Microsoft Dynamics CRM Powers Productivity Comprehensive CRM that’s easy to use and improves the productivity of sales, marketing and customer service professionals Familiar Microsoft Outlook interface Works with Office 365 for complete Cloud productivity experience Secure and Reliable with 99.9% SLA Sign up and get a trial in 5 minutes Flexible configuration and customisation Full-Suite CRM: Sales, Marketing and Service modules Instant on, anywhere access Real-time dashboards and visual insights

Business At a Glance

Forrester’s Total Economic Impact™ Study, May 2011 Compelling Value: Recent Forrester TEI Study

Compelling Value: Compared to Salesforce.com Professional Edition $95/user/month Enterprise Edition $180/user/month Unlimited Edition $360/user/month Salesforce.com *based on Office 365 E3 plan $94.85* user/month Microsoft +

Delivering More Value to Our Customers

Customer Care Accelerator The Customer Care Accelerator (CCA) for Microsoft Dynamics CRM 2011 showcases how organisations can take advantage of the building blocks in the User Interface Integration (UII) Software Development Kit (SDK) to build unified agent desktops. Support for new CRM features like managed solutions and claims- based authentication CRM 2011 Online and On-Premises CRM 2011 Online and On-Premises Enhanced UI automation tool with new activities and data driven adapter Enhanced UI Automation Enhanced A pre-built scenario with sample data, workflow, and UI automation Richer Reference Implementation Richer Support by CTS for CCA as a Microsoft Dynamics CRM Certified Solution Supported Solution CCA Capabilities Reference Implementation Learn more about CCA at Application Integration Desktop Shell API Workflow Automation Framework for CTI Auditing and Reporting Admin Management Single Sign-On

Microsoft Dynamics Marketplace  Global platform for partner listings and solution packages  Help customers discover you  Powerful lead generation tool with traffic driven by Microsoft  Dashboard provides analysis of traffic and leads  Available today in more than 29 countries

Marketing & Sales Enhancements in 2011 Dynamic Marketing Lists Conditional Formatting Goal Management Dialogs Excel re-import Product & pricing enhancements Connections Outlook Social Connector Dashboards and visualisations Contextual document management

DRIVING MARKETING PRODUCTIVITY John Gravely ClickDimensions – Pod 19 partner

Marketing Automation Web Tracking Campaign Tracking Landing Pages Marketing Social Discovery Drip Marketing Lead Scoring Form Capture Search/Advertising API (with Event and eCommerce Tracking) Surveys Subscription Management

Traditional Marketer’s Tools Marketing SurveysWeb Site Analytics Social Discovery and/or Monitoring ?

CRM + + Analytics + Surveys + Social Customer Web Site(s) ClickDimensions on Windows Azure - ClickDimensions API All Data in One Place - Dynamics CRM data - Marketing Data - Web Analytics Data - Surveys, Social Recipient Inboxes

Data Inside CRM

Partner Opportunity No fees – no drama Dedicated Partner Account Manager Year over year margin Internal use rights Demo account provisioning Demo system access Referral fee for non-CRM partners Lead with marketing and close more deals

CSG SAUL SABATH partner

CSG Overview  Established in 1988 in Darwin, listed on the ASX in 2007  Full service ICT company with end to end capability to deliver integrated Technology Solutions and services  Strong track record of success in delivering large complex projects on budget and on time  Customers ranging from large blue chip organisations and government to SMEs  Employ over 1200 staff across Australia and New Zealand  60 staff in CRM practice, incl. 3 MVPs

CSG – Go To Market Strategy ◥ Strong Focus on XRM Solutions (platform approach) and traditional SFA ◥ Enterprise Accounts - Public Sector/Financial Services Corporate Accounts – utilities, engineering ◥ Focus on Microsoft Platform – led by CRM 2011 ◥ SharePoint/Lync/BI/Azure – (Office 365) Up/Cross Sell ◥ CRM ‘Portal’ approach – surface of many LOB apps inside the application ◥ Work closely with ISV solutions such as Scribe, Exact Target etc. to deliver complete solutions

CSG – The Cloud … ◥ Accelerated deals closing – sell to “the business” and remove IT involvement ◥ Enterprise/Tier 1 embracing the cloud … for the right application ◥ Perfect for POC/Conference room pilot – instant creation of environment ◥ CRM 2011 Online + Office 365 = $$$ ◥ Need to re-assess sales/commissions structures, use accelerators.

MICROSOFT DYNAMICS CRM THE ROAD AHEAD

Winning Customer Scenarios

Dynamics CRM – The Road Ahead

Unified O365 Experience* Unified Provisioning Unified Billing** Unified Administration Enterprise Cloud Identity Federation In-Region Disaster Recovery Feature Enhancements New BI Capabilities Enhanced Dialogs Enhanced Data Cleansing Social (Wave 1) Activity Feeds WP7 Activity Feeds App A Look at the Q CRM Online Service Update * Note: For end-users, the O365/CRMOL experience is unified today. ** Note: For EA customers, billing is already unified today..

THE CONNECTED CLOUD EXPERIENCE Craig Steere Technical Solution Professional Microsoft Dynamics CRM Microsoft Australia Pty Ltd demo

Coming Soon… In H1 2012, Dynamics CRM and Dynamics CRM Online will add support for multiple web browsers on PCs and Macs: Google Chrome Mozilla Firefox Apple Safari

OPPORTUNITIES FOR PARTNERS

Key Offers for Partners and Customers

Program What It Does Dynamics CRM Online Internal Use Rights (IUR) Allows you to run your business on Dynamics CRM Online at no charge, for up to 250 users. Dynamics Cloud Partner Profitability Guide Analyses the drivers of partner profitability in the cloud business model, and provides detailed guidance and recommendations. Dynamics CRM Online Development Account Provides a 12-month development account to demo your solutions to prospects and get them from trial to subscription. Dynamics CRM Online Partner Trial on Behalf Guide on how to set up and configure CRM Online trials and transition them to customers. Dynamics CRM 2011 Sales and Technical Training Instructor-led and online training. Variety of training options at CRM Online + Office 365 Sales and Marketing Kit Discover the Dynamics CRM Online + Office 365 Integration Campaign Kit Key Programs for Dynamics CRM Partners

NEXT STEPS AT APC

Key CRM Sessions to Attend at APC

Dynamics CRM 2011 – Don’t Fall Behind! CRM 2011 Applications Track Select any two: $1544 $1350 All four courses: $3088 $2500 Marketing Automation(1 day) Sales Management(1 day) Service Management(1 day) Service Scheduling(1 day) CRM 2011 Essentials track $3860 $2950 Installation and Deployment + Customization and Configuration (5 days) CRM 2011 Developer track $4632 $3500 Customization and Configuration + Extending (6 days) Harness the power of Microsoft Dynamics CRM 2011 with the following training packages from Advanced Training! Pick up a flyer at the Microsoft Dynamics the Exhibit area. Please note that all prices are exclusive of GST. This offer is only valid for specific dates in Melbourne, Sydney and Brisbane. Contact Edgar Kautzner from Advanced Training for details on (03) or

PARTNER RESOURCES Ensure potential customers can find you on Pinpoint Get paid – ensure that you qualify for the CRM Certified Software Advisor incentive. Speak to your PAM for more info Differentiate your business by signing up to the Customer Relationship Management competency program/competencies Leverage the Partner Marketing Centre to help you reach more potential customers salesmarketingsection Skill up your teams for success with the Partner Learning Centre and local Readiness trainingevents Blog: LinkedIn: Twitter: