1. How to make money with Dynamics CRM Ross Dembecki Lead Product Manager Dynamics Business Group Microsoft Australia February 2008 rossd@microsoft.com

2. Microsoft’s Vision for CRM Deliver an easier and more natural user experience Deliver highly configurable workflow and analytics Works the way your business does Deliver a flexible platform that simplifies integration Works the way technology should Works the way you do

3. Microsoft Dynamics CRM at a Glance from small to enterprise Over 11,000 customers in more than 80 countries Over 500,000 users of software and services partners Global network for rapid adoption Native Office experienceFast, flexible, and affordable

4. Applications Market Opportunity Source: Gartner "Forecast: Enterprise CRM, ERP and SCM Solution Implementation Services, Worldwide, 2005-2010", 23 October 2006, Matthew Goldman et. al.

5. Microsoft Dynamics CRM Suite Full CRM suite capabilities and application flexibility -Interactions -Marketing -Sales -Service -xRM -Business Process -SOA -Flexible Deployment Full CRM suite capabilities and application flexibility -Interactions -Marketing -Sales -Service -xRM -Business Process -SOA -Flexible Deployment

6. The Power of Choice for Software + Services Choose how you USE IT - Outlook, browser, mobile Choose how you GET IT - Software or service Choose how you BUY IT - Own it or rent it CHANGE it any time as your business needs change

7. Dynamics CRM 4.0 Licensing On-Premise Volume Licensing SPLA Service Provider Licensing Agreement Available/orderable for Customers worldwide since January 1, 2008 Downloads available at: http://www.microsoft.com/downloads Partner Based S+S On-Demand

8. Dynamics CRM 4.0 Servers * Price in AUD and is based on Open Value (this product not available in Open Business, Open Government or Open Academic) which includes a License, 3 years of Software Assurance and is exclusive of GST. † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing. * Price in AUD and is based on Open Value (this product not available in Open Business, Open Government or Open Academic) which includes a License, 3 years of Software Assurance and is exclusive of GST. † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing. Same feature set as Microsoft Dynamics CRM 4.0 Professional Server. Includes and supports a maximum of 5 Users. For > 5 User support, a SA Step-Up to Microsoft Dynamics CRM 4.0 Professional Server is available. Workgroup Server $4,806* Rich feature set with no licensing based scalability limit Single tenant deployment For multi-tenant deployment, a Step Up to Microsoft Dynamics CRM 4.0 Enterprise Server is available Professional Server$3,419† Rich feature set with no licensing scalability limit Multi-tenant deployments Enterprise Server$8,548†

9. User CALs and Device CALs Same CALs for both Professional Server and Enterprise Server With user CALs, each user may use multiple client interfaces (incl. mobile devices) With device CALs, each device may be shared by multiple users over time (as in a call centre) User and device CALs may be mixed in a deployment Customers upgrading from CRM 3.0 can choose to convert from User CAL to Device CAL. Customers can also convert CAL types at time of SA renewal User CAL Device CAL

10. Full CALs and Limited-Use CALS Full CAL Limited CAL read/write read-only With full CALs, each user has full read- write access to all capabilities With limited-use CALs, a user has read-only access, e.g., for reports Full and limited-use CALs may be mixed within an environment

11. Full, Limited & Full Use Additive CALs Limited CAL Full Use Additive CAL Dynamics CRM CAL CAL $1,707† Full read-write access functionality Combines Limited CAL and Full Use Additive CAL for full use capability Limited CAL $512† Read-only access, e.g., for reports or lookup Full and Limited CALs may be mixed in an environment Full Use Additive CAL $1,197† Write-access functionality Purchased to supplement a Limited CAL with write functionality Every internal user who accesses CRM requires a Client Access License (CAL) † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing. † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing.

12. Multiplexing Multiplexing or “Pooling” is use of hardware and/or software that reduces the number of devices or users that directly access or use the software on a particular server A CAL is required for accessing the multiplexing or “pooling” software or hardware front end A CAL is not required for data extracted and made available in static format with no direct links (e.g. printed reports, PDF-files etc.)

13. External Connectors (EC’s) Available for – Professional Server – Enterprise Server Access License only – no additional software/licenses included Extends access to external users (e.g. Partners, Customers, Suppliers) Scenarios* – Create new activities in CRM, such as a case via a portal – Update information in CRM, such as contact information via a portal – Fill orders, or update case status via a portal * Access via Dynamics CRM Client technology requires a CAL

14. Full, Limited & Full Use Additive EC’s Limited External Connector Full Use Additive External Connector Dynamics CRM External Connector External Connector $8,548† External user full read-write access Limited External Connector $3,419† External user read-only access Full Use Additive External Connector$5,130† External user write-access Purchased to supplement a Limited External Connector with write functionality † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing. † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing. >55% Price Reduction * Access via Dynamics CRM Client technology requires a CAL

15. Service Provider Licensing (SPLA) Enables Services Providers to offer hosted CRM to customers – Service Providers receive commercial use rights & hold licenses – End customers may use Microsoft software through Service Provider’s SPLA licenses User access is granted via Subscriber Access License (SAL) – Microsoft Dynamics CRM SAL – No separate server license necessary A SAL is required for each unique user in any given month – Subscribers may use any device to access server software – Service Providers can "scale out" - deploying servers as needed – Minimal start-up costs - pay based on monthly subscribers Microsoft Dynamics CRM enables external user access – No SAL is required for external users if Microsoft Dynamics CRM 4.0 Client for Microsoft Office Outlook/Web Client software is not used Partners must be: – Certified Partner in MSPP or Registered Microsoft Hosting Program Partner 40% Price Reduction

16. Availability – Microsoft Partner Program & MAPS Microsoft Dynamics CRM 4.0 Workgroup included MAPS shipments beginning April 2008 Partners who need additional CALs may purchase them through normal channels with normal pricing Microsoft Action Pack (MAPS) Certified Partner Gold Certified Partner Additional Licenses with MBS Competency Product EditionWorkgroup Server*Professional Server** Enterprise Server** Microsoft Dynamics CRM 4.0 Licenses 1 Server 5 Users 1 Server 25 CALs 3 Servers 100 CALs 25 CALs Microsoft Dynamics CRM 4.0 External Connector -11- Microsoft Partners may download Microsoft Dynamics CRM 4.0 software from the MSDN Subscriber Downloads site or from the Microsoft Downloads center: http://www.microsoft.com/downloads/Search.aspx?displaylang=enhttp://www.microsoft.com/downloads/Search.aspx?displaylang=en * Product License key is located on a yellow sticker on the DVD. ** Partner License keys for the respective edition, will be sent on the Welcome card in the Microsoft Partner Program Welcome kit.

17. Availability – Trials Microsoft Dynamics CRM 4.0 Trials: Workgroup Server – 5 users licenses – Time limited to 90 days – Convert to full version by applying commercial license key in Microsoft Dynamics CRM License Manager Professional & Enterprise Servers – Time limited to 90 days – Convert to full version by applying commercial license key in Microsoft Dynamics CRM License Manager Trial License Keys – Posted on the Trial download sitedownload Evaluations exceeding 90 days – Microsoft Dynamics CRM 4.0 Server/CALs required

18. Sales Channels Dynamics CRM 4.0 Channels Open* Open Value SelectEA ISV Royalty SPLA Workgroup Server Workgroup to Professional Upgrade Professional Server Professional to Enterprise Upgrade Enterprise Server Years of Software Assurance 2333 (1) Optional Through Term Customer Support Provider MicrosoftPartner or Service Provider *No Step Ups are available in this Volume Licensing Program Microsoft Dynamics CRM 4.0 can be purchased through various channels. The following may vary depending on the channel licensing model: Part Number Availability Software Assurance Customer Support Provider Program Term No longer sold via FFP or OEM programs

19. Sales Channels – Academic Microsoft Dynamics CRM 4.0 is offered at a discounted rate to qualifying* academic institutions via the following programs: – Academic Open (exception: Workgroup Server) – Campus & School Agreement (exception: Workgroup Server) – Academic Select (exception: Workgroup Server) – SPLA – ISV Royalty Agreement Learn more at www.microsoft.com/education/howtobuy.mspxwww.microsoft.com/education/howtobuy.mspx * Qualifying institutions can include many types of charities and NGO’s.

20. License Keys & Registration Volume Licensing – Standard product keys embedded on media – Customers will not need to enter a license key – Open Value customers can download media on MVLS site https://licensing.microsoft.com/eLicense/L1033/Default.asp https://licensing.microsoft.com/eLicense/L1033/Default.asp One-time Customer registration required within 30 days and built into setup – Internet connection required – Product is disabled if not registered within 30 days & can be re-enabled after registration – Purchased add-on CALs do not require registration ISV Royalty and SPLA customers do not require registration

21. Upgrade & Migration Path: Volume Licensing Dynamics CRM 3.0 Customers on Software Assurance Microsoft Dynamics CRM 3.0 Professional Edition 1 User CAL 1 Server 1 External Connector Microsoft Dynamics CRM 4.0 1 User CAL or 1 Device CAL 1 Professional Server or 2 Enterprise Servers * 1 External Connector * SA at renewal will be calculated based on CRM 4.0 list prices. * Eligibility: If Customer has SA, and possesses CRM 3.0 Professional licenses as of December 31, 2007, they are entitled to receive up to 2 Enterprise licenses instead of one CRM Professional 4.0 license for each Dynamics CRM 3.0 Professional license they possess.

22. Upgrade & Migration Path: Volume Licensing Dynamics CRM 3.0 Customers on Software Assurance Microsoft Dynamics CRM 3.0 Small Business Edition 1 User CAL 1 Server Microsoft Dynamics CRM 4.0 Professional Edition 1 User CAL or 1 Device CAL for each 3.0 SBE CAL 1 Professional Server * SA at renewal will be calculated based on CRM 4.0 list prices. 1 Workgroup Server (Including 5 Users) Microsoft Dynamics CRM 4.0 Workgroup Edition OR

23. Upgrade & Migration Path Media for Customers in Open Get access to Microsoft Dynamics CRM 4.0 with current Software Assurance – Order media kit (DVDs) from Distributor (a nominal fee applies for media kit) – Authorisation and Enrolment numbers needed when ordering License keys are embedded/included on DVDs – Registration must be completed within 30 days of installation – Customers starting out with 90-day Trial license keys will have to apply license from DVD/Media kit eOpen is a site for Open customers, where they may: – Create and retain personalised views of their Open License purchases – Review their license agreement and Product Use Rights – Update their license contacts information – View their worldwide Open License purchases – Find and download software available under their License agreements – Access their Volume License Product Keys to install software eOpen: https://eopen.microsoft.com/EN/default.asphttps://eopen.microsoft.com/EN/default.asp

24. Microsoft Dynamics CRM 3.0 Professional Edition 1 User CAL 1 Server 1 External Connector 1 User CAL or 1 Device CAL 1 Professional Server 1 External Connector Upgrade & Migration Path: FPP Customers Dynamics CRM 3.0 Customers on Maintenance Microsoft Dynamics CRM 4.0 Professional Edition Microsoft Dynamics CRM 3.0 Small Business Edition 1 Named User CAL or 1 Device CAL Microsoft Dynamics CRM 4.0 Professional Edition 1 Server 1 Professional Server

25. Upgrade & Migration Path: FPP Customers Dynamics CRM 3.0 Customers on Maintenance Dynamics CRM not be available in FPP Channel since January 1st – Notification emailed/posted to FPP Distribution partners October 31 st FPP Customers on Dynamics CRM 3.0: – Entitled to one year of Maintenance from date of their registration – Will continue to receive Maintenance until expiration – Based on registration data we will contact/deliver media to these Customers FPP Customers on Dynamics CRM 3.0 may: – Open - Purchase SA within 90 days of Maintenance expiration or – Open Value, Select & EA - Purchase SA within 30 days of expiration or – Purchase new L&SA Microsoft Dynamics CRM 4.0 Servers/CALs via Volume Licensing

26. Downgrade Rights For Microsoft Dynamics CRM 4.0 Qualifying CRM 4.0 LicensesDowngrade Rights to use Each Dynamics CRM 4.0 Professional or Enterprise ServerOne Dynamics CRM 3.0 Professional Server instance Each Dynamics CRM 4.0 WorkgroupOne CRM 3.0 Small Business Edition instance Each Dynamics CRM 4.0 CAL (or equivalent by combining Limited and Full Use Additive CALs) One Dynamics CRM 3.0 Small Business Edition CAL; or, One Dynamics CRM 3.0 Professional CAL Each Dynamics CRM 4.0 External Connector (or equivalent by combining Limited and Full Use Additive ECs) One Dynamics CRM 3.0 External Connector Dynamics CRM 4.0 Professional or Enterprise Customers with Software Assurance may: – Continue to use and expand Dynamics CRM 3.0 Professional installation – Continue to use and expand Dynamics CRM 3.0 Small Business Editions – Purchase Dynamics CRM 4.0 Licenses & apply them to a CRM 3.0 Professional Installation – CRM 3.0 media kits will continue to be available Dynamics CRM 4.0 Workgroup Customers with Software Assurance may: – Downgrade to 1 Dynamics CRM 3.0 SBE Server for each CRM 4.0 Workgroup Server – Purchase Dynamics CRM 4.0 Licenses and apply them to a CRM 3.0 SBE Installation – CRM 3.0 SBE media is available via eOpen/Partners

27. Software Assurance Benefits New! Beginning December 1, 2007 this benefit has increased from 2 incidents to incidents to 6! Features Software Assurance OpenOpen Value Support Incidents 6* Discount on Per-Incident and 5 Pack (Flex Support) XX Guaranteed Response Time 3 hours Unlimited Online TrainingXX Product UpdatesXX Investment ProtectionXX CustomerSourceXX Ability to Make Suggestions for Future Products and New Features XX Ability to Purchase Add’l Products, Users and Services XX Service Packs/FixesXX Knowledge BaseXX NewsgroupsManaged

28. Links for More Information Microsoft Dynamics CRMwww.microsoft.com/crmwww.microsoft.com/crm Microsoft Download Centerhttp://www.microsoft.com/downloads/Search.aspx?displaylang=enhttp://www.microsoft.com/downloads/Search.aspx?displaylang=en Licensingwww.microsoft.com/licensingwww.microsoft.com/licensing Software Assurancehttp://www.microsoft.com/licensing/sa/default.mspxhttp://www.microsoft.com/licensing/sa/default.mspx Contact a Specialistwww.microsoft.com/licensing/contact/default.mspxwww.microsoft.com/licensing/contact/default.mspx Software Supportwww.microsoft.com/businesssolutions/crm/support/microsoft_crm_support.mspxwww.microsoft.com/businesssolutions/crm/support/microsoft_crm_support.mspx Service Plans/Supporthttp://www.microsoft.com/dynamics/crm/support/default.mspxhttp://www.microsoft.com/dynamics/crm/support/default.mspx Deluxe Support Serviceshttp://www.microsoft.com/dynamics/crm/support/serviceplans.mspx#EHGhttp://www.microsoft.com/dynamics/crm/support/serviceplans.mspx#EHG Microsoft Product Support Lifecycle informationhttp://support.microsoft.com/lifecycle/http://support.microsoft.com/lifecycle/ CustomerSourcehttps://mbs.microsoft.com/customersource/https://mbs.microsoft.com/customersource/ MVLS/VLSChttps://licensing.microsoft.com/eLicense/L1033/Default.asphttps://licensing.microsoft.com/eLicense/L1033/Default.asp eOpenhttps://eopen.microsoft.com/EN/default.asphttps://eopen.microsoft.com/EN/default.asp

29. THANK YOU! Follow up: rossd@microsoft.com