EVOLVE YOUR ISV BUSINESS WITH MICROSOFT DYNAMICS CRM IN THE CLOUD AND ON- PREMISE ROSS DEMBECKI LEAD PRODUCT MANAGER CRM MICROSOFT AUSTRALIA SESSION: AP062

OVERVIEW OF DYNAMICS CRM 2011

Business At a Glance

Winning Customer Scenarios

Declarative Design One click to customiseOne click to customise Drag-and-Drop UIDrag-and-Drop UI Navigation EditorNavigation Editor Entity header and footerEntity header and footer

RoleTailored Forms and Views Role-based forms Multiple Form per entity Outlook, Web and Mobile Drag n’ Drop customisation

Guided Dialogs Guided flow and prompts Built on Windows Workflow Foundation Embeddable tips, queues, and hyperlinks Dynamic and static response support Inline queries of Microsoft Dynamics CRM data

Developer Tools Web Resources New API Enhancements –.NET data types –WCF and.NET 4.0 –Open Data Protocol (OData) –REST Support

Solutions Multi-app server Managed properties Advanced import/export Cloud install & deploy

UNDERSTANDING XRM

xRM Dynamic Application Services Reusable and adaptable ууущщйццззййз 360 O View ууущщйццззййз Microsoft Technologies (Outlook, Office, SQL Server,.NET) xRM Application Services rapidly adapt to fit your application requirements  Adaptable to fit the unique needs of every application  Range from simple to complex options  Comprehensive application development environment

xRM Ripple Effect Changes Propagate To Application Services The xRM Ripple Effect increases ISV time to market, increases productivity and low maintenance costs Ripple Effect - “Create New Field” New field is dynamically made available to: Forms Designer (UI) Client-side Jscript Workflow Engine (triggers, data…) Advanced Find & Query Analytics Wizards (Workflow/Reporting) Offline Synchronisation Web-Services (Data/Metadata API) Mail Merge Data Import, Mapping & Deduplication 13

xRM Accelerates Development Reduce time building key services and focus on unique capabilities Microsoft Application Platform or Microsoft Data Centre Technology Building Blocks Application Services Business Context / IP Custom Develop Extend Integrate Extend Integrate Solution Months/Years Weeks/Months Timeframe Test, Deploy, Release, and Train Release Cycle Test & Deploy Costs too much $$. Requires trade-offs Little testing, release and training required xRM Framework (Dynamic Application Services) xRM Framework (Dynamic Application Services) Point & Click Customisations Point & Click Customisations Complete Solution (Built iteratively) Complete Solution (Built iteratively) Partial

BETTER TOGETHER

Unstructured Data Broadcast & Publish Business Process Automation Relational Data Breadth of Capabilities External Process Audience Access & Search Query & Analyse Internal Process Audience ANDAND SharePoint xRM Feature Gaps Usability & Productivity Gaps.NET Office Extensions Familiarity / Usability Microsoft Technologies Complementary strengths for extended process scenarios

ISV ECOSYSTEM

Strong Value-Add ISV Ecosystem ISV’s are using Dynamics CRM in many ways Framework for Industry CRM Solutions Fiserv in Banking Axonom in Manufacturing Framework for Industry Solutions (non-CRM) IPM Global in Construction Extending external capability to CRM customers CyTrack for Unified Communications Strong Range of Industry and Functional Extensions

Australia - New Zealand - Indonesia - United Kingdom – United States Australia - New Zealand - Indonesia - United Kingdom – United States

The CyTrack Telephony Suite It’s all about the software apps It’s all about the software apps The CyTrack Telephony Suite It’s all about the software apps It’s all about the software apps

Telephony for Dynamics CRM

TO THE CLOUD

Windows Azure Platform Relational storage for the cloud Relational storage for the cloud Consistent development model Consistent development model Automated database management Automated database management Connect existing apps to the cloud Connect existing apps to the cloud Connect through network boundaries Connect through network boundaries Easily control authorisation to apps Easily control authorisation to apps Scalable compute and storage Scalable compute and storage Automated service management Automated service management Familiar tools, technologies, languages Familiar tools, technologies, languages

Windows Azure Cloud Operating System

Websites Powered by Azure & CRM Online

Windows Azure AppFabric Building Block Services for developing connected applications

Dynamics CRM & Windows Azure - Better Together OOB PlugIn: OOB PlugIn with a default connection No extensibility “Azure-Aware“ PlugIn: Uses the default Azure connection Extends the OOB PlugIn Limited extensibility Custom PlugIn: Need to configure own Azure connection Free to design own communication patterns Free to choose sync / async mode SandboxSandbox PlugIn OOB PlugIn CrmAsyncServiceCrmAsyncService SandboxSandbox PlugIn SandboxSandbox PlugIn

FULL EXTENSIBILITY IN THE CLOUD OFFICE BASED STAFF FIELD BASED SELLERS CUSTOMER FACING WEBSITES & PORTALS APPLICATIONDEVELOPERS DYNAMICS CRM ONLINE

ISV ECOSYSTEM

Strong Value-Add ISV Ecosystem Leading Marketing and Sales Technology Partners

EXTENDING CRM John Gravely ClickDimensions – Pod 19

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

xRM - Native inside CRM Administration Marketing

Data Inside CRM

Partner Opportunity Adding rich marketing capabilities to your solutions 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

RESOURCES

MSDN Developer Centre

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

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:

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