1. WHY YOUR CUSTOMER MANAGEMENT STRATEGY HINGES ON THE CLOUD

2. By 2012, 40% of enterprises will adopt a blend of cloud and on premises… to meet their UC needs Gartner AMI forecasts a 25% CAGR in hosted business application services spending through 2014 AMI-Partners SaaS is forecasted to grow 17.7% CAGR Gartner THE MARKET IS MOVING TO THE CLOUD “By 2012, 80% of Fortune 1000 enterprises will be using some cloud computing services, 20% of businesses will own no IT assets.” “Cloud computing heralds an evolution of business — no less influential than the era of e-business — in positive and negative ways.”

3. SIMPLIFIED MANAGEMENT NEW ECONOMICS INCREASED PRODUCTIVITY Pay for what you use Lower and predictable costs Shift from cap-ex and op-ex Accelerated time to value No patching, maintenance Faster deployment Robust multi-layered security Reliability and fault- tolerance Latest software for users Internet collaboration Anywhere access Instant self-provisioning POWER OF THE CLOUD

4. CustomerService Providers Global Providers Software Platform Infrastructure Machines, wires & racks with Operating Systems Application Frameworks and management infrastructure on top of the machines & Operating Systems Applications that run on these frameworks and Operating Systems & management infrastructure CLOUD COMPUTING LANDSCAPE

5. CustomerService Providers Global Providers Software Platform Infrastructure Machines, wires & racks with Operating Systems Application Frameworks and management infrastructure on top of the machines & Operating Systems Applications that run on these frameworks and Operating Systems & management infrastructure PRIVATE PUBLIC Move to the Cloud Software as a Service (SaaS) Move to the Cloud Software as a Service (SaaS) Use the Cloud Platform as a Service (PaaS) Use the Cloud Platform as a Service (PaaS) Be a Cloud Infrastructure as a Service (IaaS) Be a Cloud Infrastructure as a Service (IaaS) CLOUD COMPUTING LANDSCAPE

6. CustomerService Providers Global Providers Software Platform Infrastructure Machines, wires & racks with Operating Systems Application Frameworks and management infrastructure on top of the machines & Operating Systems Applications that run on these frameworks and Operating Systems & management infrastructure PRIVATE PUBLIC Move to the Cloud Software as a Service (SaaS) Move to the Cloud Software as a Service (SaaS) Use the Cloud Platform as a Service (PaaS) Use the Cloud Platform as a Service (PaaS) Be a Cloud Infrastructure as a Service (IaaS) Be a Cloud Infrastructure as a Service (IaaS) Microsoft offers the entire landscape Allowing your business to have flexibility and control on how you manage the transition based on your business needs and priorities CLOUD COMPUTING LANDSCAPE

7. Software Services on demand Office 365 CRM Online Develop your application Windows Azure SQL Azure Develop your own Cloud “Azure Appliance” Dynamic Datacenter Use the Cloud Move to the Cloud Be a Cloud Consistent and familiar interface across many devices

8. ANNOUNCING MICROSOFT OFFICE 365 BRINGING TOGETHER CLOUD VERSIONS OF OUR MOST TRUSTED COMMUNICATIONS AND COLLABORATION PRODUCTS WITH THE LATEST VERSION OF OUR DESKTOP SUITE FOR BUSINESSES OF ALL SIZES.

9. THE FUTURE OF PRODUCTIVITY 9

10. MICROSOFT DYNAMICS CRM WITH CLOUD POWER HELPS YOU: Improve Customer Care Accelerate Sales Productivity Customise and Scale as Needed Rapidly Deploy Solutions Broadly

11. Sales Productivity Customer Care Marketing Effectiveness Extended CRM Applications Relationships Interactions Process Insights xRM Framework PC BrowserPhone

12. WHY MICROSOFT CLOUD POWER FOR CRM? Connected IntelligentFamiliar Flexible

13. CHALLENGE: IMPROVING SALES AND SERVICE MANAGEMENT Traditional CRM systems can’t be customised for company’s needs On-premises CRM requires downtime for deployment and maintenance Critical business intelligence is in silos Processes are inconsistent across the company ? HOW CAN YOU OVERCOME THESE BARRIERS TO BETTER SALES, SERVICE, AND RELATIONSHIP MANAGEMENT?

14. CRM WITH CLOUD POWER: Works with and like widely familiar softwareWorks with and like widely familiar software Turns disconnected data into accessible business intelligenceTurns disconnected data into accessible business intelligence Allows you to develop and deploy custom applications rapidlyAllows you to develop and deploy custom applications rapidly

15. SALES CHALLENGES Sales cycle too long, close rate too low Sales chain is disconnected from supply Current CRM tools limit sales expansion ? HOW CAN YOU ACCELERATE SALES PRODUCTIVITY ACROSS YOUR COMPANY?

16. CRM WITH CLOUD POWER LETS YOU: Rapidly deploy sales automation to increase conversion ratesRapidly deploy sales automation to increase conversion rates Flexibly connect systems and customise them easilyFlexibly connect systems and customise them easily Expand quickly across divisions and around the worldExpand quickly across divisions and around the world

17. CUSTOMER SUCCESS: TRION ChallengeResults Solution “Our efficiency has soared by well over 100 percent with Microsoft Dynamics CRM Online… I don’t have to pull our IT resources away from other tasks to tend to the CRM system.” Jeff Kiely, Vice President of Sales and Marketing, Trion Trion, an employee-benefits consultant company, needed to improve sales-team productivity and collaboration. Trion, an employee-benefits consultant company, needed to improve sales-team productivity and collaboration. Challenge: Find a sales- automation system that reduced task duplication, was easy to use, and supported sales-team collaboration. Challenge: Find a sales- automation system that reduced task duplication, was easy to use, and supported sales-team collaboration. With Microsoft Dynamics CRM Online, Trion deployed a CRM system that fit their budget and business needs—within weeks. With Microsoft Dynamics CRM Online, Trion deployed a CRM system that fit their budget and business needs—within weeks. Because it works with and like Microsoft Outlook®, which their sales team already used, employees learned and adopted the solution quickly. Because it works with and like Microsoft Outlook®, which their sales team already used, employees learned and adopted the solution quickly. 100 percent improvement in sales efficiency 100 percent improvement in sales efficiency Fast deployment and user adoption Fast deployment and user adoption Improved business insight Improved business insight Low implementation and maintenance cost Low implementation and maintenance cost Improved collaboration Improved collaboration Higher ROI on marketing campaigns Higher ROI on marketing campaigns

18. SERVICE CHALLENGES Customer service processes are inconsistent, unreliable Customer can’t access key information securely Customer experience is disconnected ? HOW CAN YOU PROVIDE SERVICE EXCELLENCE WITHOUT HIGH CUSTOMER CARE COSTS?

19. CRM WITH CLOUD POWER LETS YOU: Uninterrupted customer service with consistent processesUninterrupted customer service with consistent processes Keep data reliable and secure leveraging Microsoft expertiseKeep data reliable and secure leveraging Microsoft expertise Connected customer experience, role-based via web-based appsConnected customer experience, role-based via web-based apps

20. ? CUSTOMISATION CHALLENGES Hard to tailor to my business Line-of-business and industry-specific applications are not accessible Multiple systems can’t be connected How can you create, deploy, and connect customised applications quickly and affordably?

21. EXTENDED CRM (xRM) WITH CLOUD POWER: Tailor applications to a line of business or industryTailor applications to a line of business or industry Connect apps to software that your people know how to useConnect apps to software that your people know how to use Deploy applications rapidly across the enterpriseDeploy applications rapidly across the enterprise

22. CUSTOMER SUCCESS: CENTURY PAYMENTS ChallengeResults Solution “The efficiencies around the software-plus-service model are very compelling and enables us to tap into the world-class infrastructure that Microsoft has built up and continues to invest in.” Joel Friedman, CIO, Century Payments Century Payments is a fast growing financial services firm that offers innovative payment- processing services to retailers. Century Payments is a fast growing financial services firm that offers innovative payment- processing services to retailers. Eager to equip its expanding sales force with CRM tools, Century Payments needed a more affordable solution than Salesforce.com, which the company had been using for one year. Eager to equip its expanding sales force with CRM tools, Century Payments needed a more affordable solution than Salesforce.com, which the company had been using for one year. Century Payments worked with a Microsoft Gold Certified Partner to switch to Microsoft Dynamics CRM Online for sales force automation functions. Century Payments worked with a Microsoft Gold Certified Partner to switch to Microsoft Dynamics CRM Online for sales force automation functions. Encouraged by its success, Century Payments built a more complex solution that automated workflows for the merchant on- boarding process involving a risk analysis and verification process. Encouraged by its success, Century Payments built a more complex solution that automated workflows for the merchant on- boarding process involving a risk analysis and verification process. Grew from 50 to 160 users resulting in $150,000 in annual savings Grew from 50 to 160 users resulting in $150,000 in annual savings 35 percent faster merchant approvals 35 percent faster merchant approvals New applications built in just weeks using xRM Framework New applications built in just weeks using xRM Framework Reliable service for mission-critical applications Reliable service for mission-critical applications

23. PLATFORM BUSINESS USERS BUSINESS APPS $2.3B invested in cloud infrastructure Geo-replicated customer data Public and private cloud flexibility 30,000 engineers working on cloud services Financially-backed uptime guarantees ISO 27001:2005 and SAS 70 Type II compliant Carbon footprint innovation Rapid innovation model CLOUD SERVICES FOR BUSINESSES

24. DATA CENTRE INNOVATION

25. MICROSOFT DYNAMICS CRM ONLINE ENTERPRISE CLASS CRM SERVICE, DELIVERED IN THE CLOUD, HOSTED BY MICROSOFT Familiar Experience Easy to learn and use Browser, Outlook, or phone Get data on the go Increased productivity High Value Get more for less Low up-front cost Managed by Microsoft 99.9 percent uptime SLA Instant Online Access Rapid deployment Accessible anywhere Try before you buy Real-time sales insight Available in Australia in January 2011

26. CRM BETTER TOGETHER WITH

27. RAPIDLY DELIVER CUSTOM SOLUTIONS OFFICE BASED STAFF FIELD BASED SELLERS CUSTOMER FACING WEBSITES & PORTALS APPLICATIONDEVELOPERS DYNAMICS CRM ONLINE

28. START YOUR PATH TO THE FUTURE. HARNESS CLOUD POWER.

29. SPECIAL OFFER TO ATTENDEES: Get Ready for Microsoft Dynamics CRM Online If you would like to: Better understand business roadblocks/challenges in your IT investments Have a clearer picture of your current IT state Know the common outcomes from your key business stakeholders Get a roadmap of how to overcome any business or technical pain points Learn how a Microsoft Dynamics CRM and a cloud solution could benefit your business needs Then… HP are offering a complimentary Microsoft Dynamics CRM Online Business Analysis* Slide 29 * Subject to terms & conditions

30. A great value offer from HP comprising of: 1)Pre-interview your business & IT stakeholders (up to 4) to understand current challenges 2)½ day business stakeholder workshop where HP present the interview findings, identify your current IT state, and gain agreement from stakeholders on the common desired business outcomes from IT 3)Identification of common business and technical pain points and articulate an IT roadmap demonstrating how Microsoft Dynamics CRM and a Cloud solution fit THE HP MICROSOFT DYNAMICS CRM ONLINE BUSINESS ANALYSIS* © Copyright 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

31. NEXT STEPS Microsoft in the data centre: www.globalfoundationservices.comwww.globalfoundationservices.com Evaluate Microsoft Dynamics CRM Online: www.crm2011beta.comwww.crm2011beta.com

32. Slide 32 © 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. 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 provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.