2. AP115 xRM Framework: A Faster Way to Build Business Applications Ross Dembecki / Lead Product Manager Craig Steere / Technical Solution Professional

3. Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems AP029: Selling Dynamics CRM: The sales productivity proof points AP049: Microsoft Dynamics 2011 and the Cloud AP107: Customer Care Accelerator AP115: xRM Framework: A Faster Way to Build Business Applications

4. Over 1,400,000 users in more than 80 countries with 40+ languages Over 23,000 customers from small to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providers hosting Dynamics CRM solutions Highest rated CRM suite by Forrester, Leader Quadrant by Gartner Over 1,400,000 users in more than 80 countries with 40+ languages Over 23,000 customers from small to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providers hosting Dynamics CRM solutions Highest rated CRM suite by Forrester, Leader Quadrant by Gartner Multi-tenant architecture for cloud and on-premises deployment Regional datacenters in the Americas, EMEA, and APAC Accreditations: ISO 27001:2005 and SAS 70 Type I and Type II attestations SLA: 99.9% uptime, 24/7 support Developer symmetry between our cloud and on-premises assets for integration and extensibility More value for less helps customers make the most of their investments Multi-tenant architecture for cloud and on-premises deployment Regional datacenters in the Americas, EMEA, and APAC Accreditations: ISO 27001:2005 and SAS 70 Type I and Type II attestations SLA: 99.9% uptime, 24/7 support Developer symmetry between our cloud and on-premises assets for integration and extensibility More value for less helps customers make the most of their investments Business at a Glance

5. On-premises Systems Cloud Services BrowserPCPhone Winning Customer Scenarios

6. Extended CRM Key Industry Solution Areas On-premises Systems Cloud Services Sales and Service Citizen Service Platform Government 2.0 Government Case Mgmt Health Plan Sales Caregiver Collaboration Financial Advisory Services Customer Centricity Guest Experience Mgmt Media Business Mgmt Partner Management … and Many More

7. Key IT Challenges Challenges with delivering sustainable business value 7 Too much time and money is required to efficiently develop, deploy and maintain custom applications Identifying the right application is costly. Maintaining applications from multiple vendors is cumbersome Difficult to deliver business ROI and differentiators Limited budget and resources Too many issues with buying and building apps Not equipped to rapidly respond to business change

8. Bridging the Gap A better way to accelerate application development Development Tools Development Frameworks Packaged Applications Build Buy Application Platform Lower total cost of ownership (TCO) Rapidly innovate and grow your business

9. Shared Application and Data Services Vendor Management Asset Management Employee Management Program Management BUILD many LOB applications ON a single framework WITH shared resources One Framework : Many Applications xRM accelerates the development of many LOB applications Supplier Management Property Management Recruit Management Project Management Contractor Management Fleet Management Resource Management Product Management Partnership Management Contract Management Lifecycle Management Constituent Management Grant Management Licensing Management Legislation Management Task / Activity Management Shared Environments & Resources Consistent and Complete User Experience

10. 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

11. Integration Services Rapidly innovate with a wide range of integration capabilities Composite Applications Integrated UI (sitemap, ISV) Low Cost & Maintenance Embedded Dynamically generated web- services Call outs with Parameters Get results back “Traditional” Approach Fully operational APIs (CRUD) Data API Metadata API Full blown integration Pre-built connections with integration platforms (BizTalk) цззй йз User Experience Related Enterprise Mash-ups Leverage logic from other apps Business Logic Data needs to be synchronized Data Integration Processes flows across applications Process Integration

12. Architecture Services Support broad set of global business application needs Multi-tenant Architecture Supports multiple isolated applications (database instances) in a single framework Administration across apps Multi-language 40+ available languages Right to left and Unicode Multi-currency Base currency for roll-up Transactional currencies цззй йз Work Departments Example: ACME Procurement Corporate Divisions Example: ACME European Operations Work Teams Example: ACME Account Team Organization-wide Example: ACME, Inc

13. Powerful and intuitive point & click allows organisations to rapidly build entire applications For technical and non-technical users Enables lightning fast deployments and agile iterative design and feedback Completely define each unique application through point & click Less developers focused on building infrastructure Point & Click Customisation Build your applications with nothing but a mouse цззй йз Point & Click Customization Components  Relational Data Schema  Forms Designer & Navigation  Feature Functionality  Role-based Security  Business Logic  Process Automation  Reporting  Application Configuration

14. xRM Ripple Effect Changes Dynamically Propagate To Application Services The xRM Ripple Effect increases IT responsiveness to business requests, increases productivity and provides low TCO 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 Synchronization Web-Services (Data/Metadata API) Mail Merge Data Import, Mapping & Deduplication цззй йз 14

15. Microsoft | xR Certification Management Legal Case Management Employee Management Logistics & Task Management Dealer Management Asset / Fleet Management One Framework : Many Apps Screenshots of a variety of xRM applications

16. Custom Web Portal Mobile Devices Silverlight / WPF SharePoint Microsoft Office Word Composite UI Extensible User Experiences Extend the UI to the environment that best fit your people цззй йз

17. DEMONSTRATION Examples of Customised Business Applications

18. One Framework : Many Apps Many different xRM applications being used at ING  Real Estate Development  Real Estate Investment Management  Real Estate Finance  Vendor Management (2,500+ users)  More in the plan… “We were finished building our Real Estate Development application in only 3 weeks!”

19. Customer ROI Tangible xRM benefits Increase in closed business deals Live with hosted solution within 5 days Accelerated deployment by 6 months Improving “First Call” Resolution Rates to 80% Increasing Call Capacity by 100% Increasing Electronic Tax Collections by 500% Improved productivity by automating manual processes Better track information derived from multiple communication channels Saves more than 1,250 hours of labor each year by automatically transferring dealer configurations to quotes Reduced overhead and improved experience as orders are filled more quickly and more accurately Dealer Management Citizen Management Contractor Management Property Management

20. Developer Productivity.NET 4.0.NET 4.0 Flexible web services (WCF, REST, AJAX) Flexible web services (WCF, REST, AJAX) Client-side object model Client-side object model Cross-version compatibility Cross-version compatibility Enhanced query support Enhanced query support.NET 4.0.NET 4.0 Flexible web services (WCF, REST, AJAX) Flexible web services (WCF, REST, AJAX) Client-side object model Client-side object model Cross-version compatibility Cross-version compatibility Enhanced query support Enhanced query support Power of Choice Code / Report “Sandbox” Code / Report “Sandbox” Extended Event Pipeline via Windows Azure Extended Event Pipeline via Windows Azure Claims-based authentication and federation Claims-based authentication and federation Visualisations Visualisations Portal Integration Portal Integration Code / Report “Sandbox” Code / Report “Sandbox” Extended Event Pipeline via Windows Azure Extended Event Pipeline via Windows Azure Claims-based authentication and federation Claims-based authentication and federation Visualisations Visualisations Portal Integration Portal Integration Rich Platform Services Solutions Management Solutions Management Enhanced data modelling Enhanced data modelling Client extension hosting and deployment Client extension hosting and deployment Optimised transaction support Optimised transaction support Enhanced Security and Auditing Enhanced Security and Auditing Solutions Management Solutions Management Enhanced data modelling Enhanced data modelling Client extension hosting and deployment Client extension hosting and deployment Optimised transaction support Optimised transaction support Enhanced Security and Auditing Enhanced Security and Auditing xRM Enhancements in Dynamics CRM 2011

21. DEMONSTRATION New Rapid Development Tools in Dynamics CRM 2011

22. SharePoint xRM Unstructured & Semi-structured Data Social Engagement & Collaboration Information Evolution & Storage Informal RulesEnterprise Search Across Teams & Domains Structured Relational Data Interactions, Activities & Tasks Information Generation & Analytics Formalized Processes Data Query & Filter Within Teams & Domains SharePoint and xRM are Complementary Combined strengths cover broad business needs

23. Microsoft Dynamics CRM 2011 Extended CRM Applications Rapid Application Development Business Process ManagementBusinessIntelligence Office and Web User Experience Customer Relationship Management Application Customer Relationship Management Application Partner Relationship Management Application Partner Relationship Management Application Distributor Relationship Management Application Distributor Relationship Management Application Asset Management Application Asset Management Application Lease Management Application Lease Management Application “Anything” Relationship Management Application “Anything” Relationship Management Application Reduce application development complexity with declarative development Shrink administration, management and licensing costs Available on-premises and in the cloud Included as part of Microsoft Dynamics CRM 2011

24. Call To Action Sign-up to be a CSA Fee Partner or a CRM/ERP Referral Partner Use Dynamics CRM via Internal Use Rights Benefit Attend CRM Global Readiness Tour: 1 Day – 2 Tracks Sydney: October 18 th Melbourne: October 19 th Register Now: http://bit.ly/CRM2011GRThttp://bit.ly/CRM2011GRT Leverage the Dynamics CRM 2011/Online Beta Public Beta – Customers, partners and prospects September – Released & available for both Online and on-premises Beta Sign-up - http://crm.dynamics.com/crm2011betahttp://crm.dynamics.com/crm2011beta Web: http://crm.dynamics.com Twitter: @rossd_crmhttp://crm.dynamics.com Web: http://crm.dynamics.com Twitter: @rossd_crmhttp://crm.dynamics.com Visit Pod #26