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CRM & xRM: Driving Upside in a Challenging Economy
Bryan Nielson
Director, Product MarketingMicrosoft Corporation
Playoff Confusion
Words like…
Chicago
Detroit
PittsburghCarolina
Ice Skates
Datsyuk
Sticks
Osgood
HossaVersus
Trying to figure out what
sport they are talking about
Confusion Resolved
Curling
Every Season is Curling Season
Conversation Topics
• Investing in a Challenging Economy
• Five Keys to Success
• CRM
• xRM
Why Invest in a Challenging Economy?
• Maximize your return onyour company’s investments in sales, service, marketing and other key business processes
• Maximize the value of everyexisting relationship
• Drive real-time visibility ofall critical-stakeholder processes
How Do You Deliver Success?
Business process innovation as key competitive advantage
Business productivity innovation is needed now more than ever
Flexibility to rapidly implement innovation is a key enabler
66% of CEOs believe
their organizations
need to introduce
fundamental/ radical
changes in the next 2
years
“Products and services
can be copied. Our
business processes and
our business models are
our differentiators.”
CEO – Global Enterprise
Enabling IT & Business Success
BusinessIT
Differentiated IT
Deliver rapid
innovation & agility
Develop flexible business
applications
Drive efficient & effective IT
Demonstrate business Success
Microsoft Dynamics CRM / xRM
10
#1: Drive Efficient & Effective IT
• Adjust your approach to take advantage of new technologies that enable IT to deliver more with less
• Maximize the value of the technology you have
• Increase effectiveness of expensive IT resources
• Reduce legacy systems that are holding you back
• Eliminate silos of expensive resources that are difficult to backfill
#2: Develop Relevant and Usable Business Apps
• Long-term projects are challenging.
• Quick wins and rapid development are essential
• Don’t settle for delivering less than what the business needs
• Embrace technologyto streamline development processes
• Iterate development with business
• Change software to fit business, not the other way around
• Leverage familiarity and usability of Microsoft Office/Outlook
#3: Deliver Rapid Innovation & Agility
• How you deliver a solution is just as important as what you deliver
• Agility and responsiveness to ever-changing business needs
• Adjust your change management processes and response SLAs
• Empower business with ability to make most common changes
• Move from custom code to point & click
• Give end-users the ability to create their own personal experiences (with controls)
• Eliminate release window requirements for 90% of changes
#4: Demonstrate Business Success
• Demonstrate the value that the business solutions deliver
• Increase adoption through Consistent and familiar user experience
• Improve insight through new (and migrated) applications share a common data environment and structures
• Improve competitiveness through innovation
• Support strategic initiatives in real-time
• Improve business decision-making through better insight
#5: Deliver Differentiated IT
• Move from being viewed as an expensive obstacle to an enabler
• Move from enablement to empowerment
• Eliminate or reduce shadow applications
• Deliver real value quickly!
• Leverage technology to deliver new approach.
• It is not enough to just streamline what you are doing
Industry View of Success
“A CRM system must be flexible to
adjust as a company's business
model and processes change. CRM
solutions that only address the first
level or two of a company's sales
process or cannot adapt to change
will have limited effectiveness.”CRM Magazine – Death of a Salesman – Is CRM Responsible?
“You must concentrate on delivering ‘quick wins' to sustain the enthusiasm of senior leaders.” CRM Magazine
“End-user benefits must remain at the
center of CRM process and application
enhancements. Attention must be
given to the application user interface
and workflows to ensure that they are
well aligned with the working practices
of day-to-day users.”Forrester Research Best Practices: Getting the Most From Your CRM Deployment
Fits Your PeopleThe right user experience for every user role
Success=Rapidly Delivering Applications That Fit
Fits Your BusinessConfigures quickly to meet your specific needs
Fits Your EnvironmentDeploys quickly and integrates existing assets
• Over 18,000 customers from small to enterprise
• Over 900,000 users in more than 80 countries
• Global network of software & services partners
• Full CRM suite of marketing, sales, & service
• Native Office experiencefor rapid adoption
• Multi-language with more than 40 languages
• Advanced SOA / Web services architecture
• Powerful platform for rapid application development (xRM)
Microsoft Dynamics CRM at a Glance
Fast. Flexible. Affordable.
on Dynamics CRM
Magic Quadrant for
Sales Force Automation
Robert P. Desisto, Gartner, Inc.July 15, 2008
Magic Quadrant for CRM Customer
Service Contact Centers, 2009
Michael Maoz, Gartner, Inc.April 3, 2009
The Magic Quadrant is copyrighted April 3, 2009 and July 15, 2008, respectively by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The Magic Quadrant graphic was published by Gartner, Inc., as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Microsoft.
Forrester on Dynamics CRM
The Forrester Wave™: Enterprise CRM Suites, Q3 2008by William Band
The Forrester Wave™: Midmarket CRM Suites, Q3 2008by Pete Marston
CR
MSu
ite
Multichannel Sales Force Management Software, Q4 2008
Direct Sales Force Management Software, Q4 2008
“Microsoft Dynamics CRM is a Leader in SFA. ... An added bonus is that the solution deploys quickly, giving buyers afast time-to-value. Its low license and subscription costs make it an attractive sales application for enterprise and midmarket firms that are highly cost-sensitive.”
Sale
sA
uto
mati
on
The Forrester Wave™: Sales Force Management, Q4 2008by Pete Marston
“Microsoft Dynamics CRM shines by offering flexibility to enterprise buyers… Its strategy for growth is to offer buyers a choice of both on-premise and SaaS service deployment, a flexible user interface, a choice of payment options, and a strong partner community.”
Record-Centric Customer Service Solutions, Q4, 2008Serv
ice
Au
tom
ati
on
“Buyer interest in Microsoft Dynamics CRM is high in the SMB market and is growing in the enterprise segment. Deployment options include on-premise, SaaS, hosted, or hybrid.”
The Forrester Wave™: Customer Service Software Solutions, Q4 2008by Natalie L. Petouhoff, Ph.D.
Microsoft Dynamics CRM: Global Customer Base
Professional ServicesFinancial Services Manufacturing
Retail & Hospitality
Health & Life Sciences
Public SectorTravel &
Entertainment
Customer Awards
CRM Magazine Elite Awards, 2008Outstanding CRM Implementation
• Increased revenue by 115%• Maintained a 97.8% customer renewal rate• Reduced backlog of installation tickets by 51%• Increased same-day closing of trouble tickets by 14%
Gartner 1:1 Excellence Award 2008Sales Optimization: Gold Winner
• Centralized sales data and processes• Improved forecast speed and accuracy• Gained better insight and improved cross-sell effectiveness
Gartner 1:1 Excellence Award 2008Sales Optimization: Silver Winner
• Improved sales productivity and efficiency• Multi-currency, multi-language capabilities facilitate global
expansion• Integrated processes fully with corporate systems
CRM Magazine Elite Awards, 2008Outstanding CRM Implementation
• Saved staff 2,050 hours by eliminating manual processes and duplicate records
• Increased sales productivity and drove additional revenue• Streamlined handling of 20,000 student accounts
CRM Magazine Elite Awards, 2009Outstanding CRM Implementation
• Citizen complaints dropped by 80 percent• Average citizen query is now addressed in two minutes,
down from five• Mayor able to access citizen requests through BlackBerry
Municipality of Coamo, Puerto Rico
Software + Services
Full Suite of CRM Capabilities … and More
Continuous Innovation with Accelerators
Enterprise Search eService Event Management
Sales Forecasting Notifications Analytics
What is “xRM”?
• xRM is a Microsoft rapid development platform layer designed to significantly accelerate the development of relational business applications
• Declarative, model-driven point & click environment
• Relational and business process-centric
One platform. Many applications.
Property Management
Contractor Management
Citizen Management
Dealer Management
Complaint Management
Examples
xRM Enables (Any) Relationship Scenario
Interactions & Activities
Manage Processes
Task Automation
Maintenance Automation
Recruiting Automation
Departments / Groups…
Manage Organizations Manage “Nouns”
“Anything” (x) Relationship Management
People (dealers, vendors, employees…)
Places (properties, locations, real-estate…)
Things (assets, animals, displays, franchise…)
Vendor Management
Asset Management
Employee Management
Program ManagementBUILD
many LOB applications
ON
a single platform
WITH
shared resources
Supplier Management
Property Management
Recruit Management
Project Management
Contractor Management
Fleet Management
Resource Management
Product Management
LOB Application Platform (xRM + SharePoint + .NET + Office)
Shared Resources & Shared Environment
Partnership Management
Contract Management
Lifecycle Management
Constituent Management
Grant Management
Licensing Management
Legislation Management
Task / Activity Management
xRM for LOB Applications
Certification Management Legal Case Management Employee Management
Logistics & Task Management Dealer Management Asset / Fleet Management
One Platform. Many Applications.
xRM Dashboards
Citizen’s Issues Dashboard Recruit Compatibility Facility At-A-Glance
Recruiting Scorecard Employee At-A-Glance Asset Dashboard
29
xRM Customer Highlights
Employee Benefits Enrollment
Warranty Management
Community Management
HR Recruiting SystemSeveral more…
Purchasing & Vendor ManagementReal-Estate Development
Real-Estate Finance
Franchise Management
Property Development
Operations and Legal Compliance
Franchisee Mgmt
30
Lab ManagementDispatch Management
Customer xRM Platform & CRM ROI
• Replacing 70 applications
• Reducing application development staff from 20 contractors to 8 contractors
• Expected savings over $8M over five years
• Reduced enrollment process from 30-40 days to 2-3 days
• Connects H&R employees, employers, hospitals, and schools with state agencies
• Reduced data cycle from 6 weeks to less than 24 hours
• Eliminated over 40 custom LOB applications (Lotus Notes)
• Consolidating additional 120 LOB applications in less than 1 year
• Single repository so that all users access the most current data
• Elimination of multiple manual entries on paper, in spreadsheets or in redundant databases will reduce the entry errors
Trad
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The Power of Choice
• Choose how you BUY IT
• Choose how you GET IT
• Choose how you USE IT
• CHANGE any time as your
business needs change
“This hybrid model that Microsoft is supporting – the
whatever, wherever approach to the cloud vs. on premise
debate – makes a tremendous amount of sense… because
choice is what it’s all about…”
EAC Principal Analyst, Josh GreenbaumUsed with permission of CNET Networks, Inc. © 2008 All Rights Reserved.
Software + Services
• Windows Azure for Cloud-based Platform
• Microsoft Dynamics CRM Platform Services are Key Component of Azure Services Platform
Azure™ Services Platform
Microsoft Dynamics CRM Technical Overview Declarative Application Services
Multi-tenant Service-Oriented Architecture
Multi-Lingual & Multi-Currency Enterprise-Class Scalability (50K users) and Performance Platform management (System Center, MOM…) Enterprise Licensing (single license, APA)
IntegrationServices
ExtensibilityServices
User ExperienceServices
Business LogicServices
MetadataServices
Database Services
Outlook/Office User Interface Offline (data/reports/custom code) Common User Features (across apps) Wizards (Personal Workflow, Reports)
User Experience Design Process Modeling & Visual Tools Windows Workflow Foundation Hierarchical role-based Security
Metadata application definition Portable Application Model Release Management Upgrade Management
Enterprise mash-ups
Composite applications
Embedded UI IFrames AD/Security Business logic Process
orchestration Fully operational
data & meta-data APIs
Declarative Data Modeling Data Relationship Definition (1:n,n:n...) Referential Integrity Rules Dynamic Ripple Effect
AnalyticalServices
SQL Server (SRS/SAS), Excel Ad-hoc Analytics, OLAP Dashboards / KPIs Predictive / Data Mining
Visual Studio .NET Assemblies ASP.NET custom
forms Client-side Jscript ISV Add-ins Custom WWF
Actions Server/Offline SDK Event Framework Dynamic
Registration Online/Offline
Architectural Highlights
• Power of Choice
– On-Premise & On-Demand
– Software + Services
• Multi-tenant Service-Oriented Architecture (SOA)
– Capabilities implemented as services
– Comprehensive service interfaces (online & offline)
• Flexible, Loosely-Coupled, Open and Agile
– Cooperation and cohesion across Microsoft development platform components
– Designed for flexibility, adaptability and business fit to empower innovation and responsiveness
• Enterprise-class Productivity, Manageability & Scalability
– Ripple effect (reduces need for manual system-wide changes and associated testing)
– Designed to fit and scale into whatever environment you have
• New Rapid Development Model
– Power users developing enterprise production-grade applications through point & click
– Meta-data declarative platform delivers higher level of abstraction
Foundational Technologies
Microsoft TechnologiesMaximize your existing technology investments & resources
Microsoft Dynamics CRM works like and with familiar
Microsoft technologies
Intuitive user tools increase user adoption & productivity
Standard tools optimizes IT resources and infrastructure
36
Usability through Microsoft Office/Outlook
Flexibility through Dynamic Application Services
Choice through various delivery and usage options
Agility through point & click and Microsoft technology
Fits people, business, environment and budget
Enterprise-class scalability, availability and performance
Why Choose Microsoft Dynamics CRM / xRMDelivers both innovation and operational benefits
© 2009 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.
