1. GPUG ® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV What in the World is Microsoft Dynamics CRM? Carl Hentsch Strategic Business Consultant NetStandard

2. GPUG Summit 2011– Las Vegas www.gpug.com What is CRM What are the Benefits of CRM Software What is Microsoft Dynamics CRM Top Features from Microsoft CRM How does it work with Dynamics GP What in the World is Microsoft CRM

3. GPUG Summit 2011– Las Vegas www.gpug.com

4. What is CRM "If growth is what you're after, you won't learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you." -- Frederick F. Reichheld Frederick F. Reichheld

5. GPUG Summit 2011– Las Vegas www.gpug.com What is CRM

6. GPUG Summit 2011– Las Vegas www.gpug.com What is CRM Identify Understand Better Provide For Identify Understand Better Provide For Build a Relationship Improve Satisfaction Maximize Profits Build a Relationship Improve Satisfaction Maximize Profits Customers

7. GPUG Summit 2011– Las Vegas www.gpug.com What is CRM If you don’t better provide for and satisfy your customers, someone else will. = CHURN

8. GPUG Summit 2011– Las Vegas www.gpug.com What is CRM Without a doubt, customer loyalty is a key driver of profitability.

9. GPUG Summit 2011– Las Vegas www.gpug.com What is CRM CRM isn't CRM unless it affects the customer's experience CRM is a strategy, not a project CRM should improve ROI Technology is a means, not an end You want a 360-degree of your customer

10. GPUG Summit 2011– Las Vegas www.gpug.com Benefits of CRM Software

11. GPUG Summit 2011– Las Vegas www.gpug.com Benefits of CRM Software

12. GPUG Summit 2011– Las Vegas www.gpug.com Benefits of CRM Software

13. GPUG Summit 2011– Las Vegas www.gpug.com Benefits of CRM Software Customer Service Helping sales staff close deals faster. Higher Productivity Project Successes Providing services and products that are exactly what your customers want. Business Agility Cross selling products more effectively. Offering better customer service while retaining existing customers and discovering new ones.

14. GPUG Summit 2011– Las Vegas www.gpug.com Financial Benefits of CRM Lower Cost of Acquisition Lower Churn Increase Customer Lifetime Value Automation Reduces Staffing Requirement

15. GPUG Summit 2011– Las Vegas www.gpug.com Signs You Need CRM

16. GPUG Summit 2011– Las Vegas www.gpug.com What is 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

17. GPUG Summit 2011– Las Vegas www.gpug.com What is Microsoft Dynamics CRM Microsoft Advantage Achieve high user adoption Improve productivity by consolidating customer information Reduce training and transition

18. GPUG Summit 2011– Las Vegas www.gpug.com Microsoft CRM leads the pack in Forrester’s 2010 list of strong and market leading CRM products for mid-size organizations.

19. GPUG Summit 2011– Las Vegas www.gpug.com Top Features From Microsoft CRM

20. GPUG Summit 2011– Las Vegas www.gpug.com What is Microsoft Dynamics CRM

21. GPUG Summit 2011– Las Vegas www.gpug.com

33. How Microsoft CRM works with Dynamics GP

34. GPUG Summit 2011– Las Vegas www.gpug.com Microsoft Dynamics GP and CRM Data Built In  The following charts and metrics have been created:  * Total Estimated Sales  * Total Projected Sales  * Total Projected Sales Detail  * Total Realized Sales  * Total Realized Sales Detail  * Top Open Opportunities Revenue by Customer  * Top Open Opportunities Revenue by Customer Detail  * Top Credit Shortages for Open Opportunities by Customer  * Top Credit Shortages for Open Opportunities by Customer Detail  * Top Inventory Shortages for Open Opportunities by Item  * Top Inventory Shortages for Open Opportunities by Item Detail  * Top CRM Case Count by Customer  * Top CRM Case Count by Customer Detail

35. GPUG Summit 2011– Las Vegas www.gpug.com

36. GPUG ® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV Carl Hentsch chentsch@netstandard.com Business Consultant NetStandard Inc