Acceleratorsfor Microsoft Dynamics® CRM

Workflow Productivity

Microsoft Dynamics CRM Accelerators

Event Management

CRM Event Notifications

Analytics

Sales Methodology

Enterprise Search

Extended Sales Forecasting

Accelerate Your People Accelerate Your Business

Accelerate Your Environment

eService

Partner Relationship Management (PRM)

Social Networking

Portal Integration

Accelerate Your Business

Streamlined deployment and

seamless integration with

Microsoft Dynamics CRM help

you get up and running

quickly, and without adding

undue complexity to your IT

environment.

Continued innovation

Enhanced CRM functionality

Shared sourceNo-cost IntegratedGuidance

Accelerator Components

•Entities, Forms, Views

Data

•Workflow configurations

Workflow

•Custom reports, data models, and analytical tools

BI

•Full source code samples (strictly adhering to SDK guidelines)

Source Code

•Installation, operation, localization, and extending the solution

Documentation

Accelerate Your Business with Analytics

• Difficult to share, use, and explore customer data

• Multiple inconsistent data sources

• Inaccurate sales, marketing and service reports

Plan with greater clarity and insight

Gather, monitor, and report on performance with ease

Analyze data and act strategically

BUSINESS ISSUES ACCELERATOR BENEFITS

Analytics Capabilities• Key performance

indicators (KPIs)• Scorecards/Dashboards• Data visualization• Financial impact tools• Out-of-the-box reports• Easy report customization

Analytics Accelerator

Turn your customer data into actionable insight with easy to use reporting, analytics, and dashboards.

Accelerate Your Business with Enterprise Search

• Disparate data sources throughout the organization

• Different people have different needs

• Inconsistently applied security policies

Deliver a single Enterprise search tool

Provide the right information to the right people

Maintain consistent access and authorization

BUSINESS ISSUES ACCELERATOR BENEFITS

Enterprise Search• Find CRM data through

Microsoft® Office

SharePoint® search• Consistent data security• Edit CRM entities

through Office

SharePoint Server

Enterprise Search Accelerator

Find, view, and act on CRM data more easily across the enterprise.

Accelerate Your Business with Sales Methodology

• Not meeting revenue goals

• Inconsistent sales process

• Unbalanced sales force performance

Empower sales reps with premier sales methodologies

Track and exceed sales projections, grow revenue

Enable high performance consistency

BUSINESS ISSUES ACCELERATOR BENEFITS

Sales Methodology

Integration tools and

documentation for:• Target Account Selling (TAS)• SPI Solution Selling • Miller Heiman (Gold Sheet, Blue

Sheet, Green Sheet)

Sales Methodology Accelerator

Provide a holistic sales approach with leading sales methodology vendor solutions.

Accelerate Your Business with Extended Sales Forecasting

• Goal/quota tracking cumbersome

• Lack of confidence in sales forecast

• Reactive approach to sales

Spend more time selling, not managing goals

Improve decision making with accurate forecasting

Achieve a proactive and strategic sales approach

BUSINESS ISSUES ACCELERATOR BENEFITS

*Please see the notes for info. about Dynamics CRM Online.

Forecasting Capabilities• Effortless goal creation and

management• Track individual, team or

all-up goals• Automate laborious

manual tasks• Instantly generate goal

based forecasts

Extended Sales Forecasting Accelerator

Improve the efficiency and accuracy of your sales goals and forecast.

Accelerate Your Business with CRM Notifications

• Slow and cumbersome data access

• End users required to access CRM systems continuously

• CRM users are reactive and inefficient

Efficiently deliver information relevant to business roles

Deliver subscription-based information

Empower users to be proactive

BUSINESS ISSUES ACCELERATOR BENEFITS

CRM Notifications• Event subscription• Automatic delivery• Flexible delivery and

reading options

CRM Notifications Accelerator

Stay informed of business developments by subscribing to events that are relevant.

Accelerate Your Business with Workforce Productivity

• Lack of business auditing

• Complex and inefficient processes

• Inconsistent marketing, sales, and service execution

Take advantage of business auditing tools

Better apply consistent processes

Apply productivity tools that fit your business

BUSINESS ISSUES ACCELERATOR BENEFITS

Workforce Productivity• Sales process

automation• Business data auditing• Customer reference

program• Complaints

management

Workforce Productivity Accelerator

Enhance business productivity across your business.

Accelerate Your Business with Event Management

• Poor capture and retention of customer information

• Difficult event communication and execution

• Inability to track event performance

Improve productivity of event staff

Capture end-to-end event data and leads

Report on event ROI and improve event decision-making

BUSINESS ISSUES ACCELERATOR BENEFITS

*Please see the notes for info. about Dynamics CRM Online.

Event Mgmt Capabilities• Quick event creation• Process management

and automation• Simple registration• Attendee tracking• Event analytics and

reporting

Event Management Accelerator

Improve attendance, track leads, and reduce costs through better event planning and execution.

Accelerate Your Business with eService

• Limited interaction channels for customers

• Escalating contact center costs

• Overworked and reactive customer service reps

Deliver superior multi-channel service 24 x7

Control costs by empowering customers to help themselves

Enable teams to work more productively

BUSINESS ISSUES ACCELERATOR BENEFITS

*Please see the notes for info. about Dynamics CRM Online.

eService Capabilities• Profile management• Case management• Knowledge base search• Service scheduling• Portal management

eService Accelerator

Improve customer satisfaction and loyalty by delivering multi-channel customer service.

• No central repository for partner information

• Unable to track or leverage partner related revenue opportunities

• Hard to measure partner performance

Holistically track and manage partners

Achieve streamlined lead and opportunity management

Identify most valuable partners

BUSINESS ISSUES ACCELERATOR BENEFITS

Accelerate Your Business with Partner Relationship Management (PRM)

PRM Capabilities• Holistic partner view• Effortless segmentation• Rich portal framework• Seamless lead and

opportunity tracking• Partner-focused

analytics and reporting

Partner Relationship Management Accelerator

Better manage and maximize the potential of your partner base.

Accelerate Your Business with Social Networking

• Lack of insight into online conversations

• Difficulty in extracting business value from social networking

• Hard to measure impact of social networking

Seamlessly track Twitter conversations in Microsoft Dynamics CRM

Enrich your customer data with online details

Analyze and identify key online trends

BUSINESS ISSUES ACCELERATOR BENEFITS

Social Networking Accelerator

Extract business value from conversations on Twitter.

Social Networking Capabilities• Manage Tweets in Microsoft

Dynamics CRM• Identify online influencers• Convert Tweets to contacts,

leads, or cases• Track sentiment by topic• Pinpoint trends

Accelerate Your Business with Portal Integration

• Unable to extend CRM functionality externally

• Lack tools to empower partners, agents, etc.

• No consistent portal framework

Easily publish/extend CRM features

Provide solutions that empower and serve

Build multiple portal solutions on one platform

BUSINESS ISSUES ACCELERATOR BENEFITS

Portal Integration Accelerator

Provide the foundation for your portal solutions.

Portal Integration Capabilities• Deploy audience-specific features• Robust security framework• Central management via

Configuration Console• Publish any entity via Web

interface• Out-of-the-box Web-to-Lead

• Download accelerator packs at http://www.codeplex.com/crmaccelerators

• Accelerators for Microsoft Dynamics CRM 4.0 are released at no cost– Review the licensing implications for each accelerator (e.g. if you

implement the portals then you will require an external connector license). Documentation will be provided with each accelerator discussing specific licensing requirements.

• Work with your partner to fit to your business

Accelerate Your Business Now

Event Management

Event Management Summary

•The Event Management Accelerator is a

new set of capabilities based on the

Portal Integration Accelerator

• That allows organizations to seamlessly

set up, manage and optimize events

• And then effortlessly track all responses

and leads from those events to maximize

revenue opportunities.

Accelerate Your Business with Event Management

Optimize event strategy and investment priorities

Drive new leads and maximize event revenue opportunities

Reduce event costs by automating manual tasks

Attain end-to-end visibility throughout event lifecycle

Understand event ROI to improve decision-making

• Easily plan, execute, and review events

• Effortlessly manage invitations, registrations and attendance

• Adeptly track venue, presenters and target audience

• Seamlessly track responses and leads in one central repository

Functional Overview

Planning& Budgeting

Analysis & Reports

Registration & Data Capture

Responses &Attendance

Communications & Workflow

Plan

Register

Execute

Track

Measure

Event Planning Made Easy

Key Points

• Event planning and creation right from Microsoft Dynamics CRM

• Full budget and financial details

• Logistics planning including venue, tickets and wait-list limits

Event Planning

Streamlined Registration Process

Key Points

• Pre-built landing pages and forms for easy Web registration

• Automatic registration confirmations

• Intelligent data capture and association

Event Registration

360-Degree Event Visibility

Key Points

• Full attendee, sponsor, speaker, session, venue and facilities details

• Pre-built event workflows automate laborious tasks

• Effortless personalized outbound communications (e-mail messages, invitations, etc.)

Event Execution

Effortless Response and Attendance Tracking

Key Points

• Complete interaction history at your fingertips

• One-click response management

• Real-time registration, cancellation and attendance counts

Event Tracking

Robust Reporting and Analysis

Key Points

• Multitude of out-of-box event

reports

• Easy delta analysis against

registrations, attendance and

cancellations

• Revenue tracking and ROI analysis

enable event optimization

Event Analysis and Optimization

eService Accelerator

eService Accelerator SummaryThe

The eService Accelerator provides a self-service

portal, fully integrated into Microsoft Dynamics

CRM customer service, so your customers can

view and edit their personal information, open a

service case, search for a solution, and schedule

services in a time frame that meets their needs

and at their convenience.

Accelerate Your Business with eService

Increase customer satisfaction for those customers who want self-service capabilities

Improve customer service levels while reducing costs

Increase customer loyalty by accelerating issue resolution and scheduling efforts

Understand customer preferences and costs across all communication channels

• Create, integrate, and deploy online portal

• Allow customers to manage their own profile

• Give customers access to knowledge base and calendar

• Customers submit cases and monitor status

• Portal tracks activities and notifies relevant people

Seamless Management of 24/7 Self-Service

Portal Management

Online Profile Management

Online Case Management

Online Knowledge Base

& Scheduling

Build

Manage

Empower

Resolve

Track

Portal Auditing &

Notifications

eService Features

BuildPortal

Management

• Portal setup and management• Centralized data storage• Connected to Microsoft Dynamics CRM

ManageOnline Profile Management

• Profile field management (view/edit rules)• Customer access to view and edit details• Real-time customer access

EmpowerOnline KB & Scheduling

• Searchable knowledge base for self-help• Service scheduling calendar access• Self-help guidance

ResolveCase

Management

• Online case creation and monitoring• Case status and resolution• Customer service agent communication rules

TrackAuditing &

Notifications

• Self-service portal automatic auditing• Automatic notifications and delivery• Monitor self-service activity

eService Screenshots

Partner Relationship Mgmt

Industry

• 65% of revenue in global 200 enterprises will be driven or influenced by partners.

• Profitable VARs will generate at least 50% of sales from services, 30% from software, and less than 20% from hardware.

• 70% of midsize VARs will generate at least 50% of revenue selling to, through, and with other VAR, SI, ISVs and service providers.

Source: Gartner, Accenture Research and CSO Insights2007 2008 2009 2010 2011 2012

0

500

1000

1500

2000

2500

PRM Market ($M)

Source: Gartner Market Focus: The Future of the IT Channel 2005-2010

Growing Importance of Partners

Surging PRM Market

Growing Importance of PRM

PRM Market Segmentation

Our View on PRM

PRM is:• A central repository for partner-related

information.

• A solution that allows companies to better track, manage and leverage their partners (primarily sales partners).

• A solution (portal) that allows partners to effectively engage with the company via an interactive portal framework.

Accelerate Your Business with PRM

More effectively capitalize on partner revenue opportunities

Reduce partner management costs by automating manual tasks

More accurately forecast and measure partner performance

Increase partner loyalty by improving “ease of doing business”

• Holistically track and manage partners

• Empower your partners via portal capabilities

• Efficiently allocate leads and jointly sell with partners

• Better measure performance of partners

PRM Accelerator Functional Overview

Partner Details

& Skill Sets

Analysis & Reports

Segmentation & Queries

Deal Reg. & Joint Selling

Portal Features & Training

Understand

Segment

Enable

Sell

Measure

Key Points

• Full partner account and

contact details

• Detailed information on

skills, training and resources

• Certification and

accreditation information

Understand Your Partners

Have Complete Partner Details at Your Fingertips

Identify Your Key Partners

Key Points

• Point-and-click

segmentation tools

• Segmentation by

geography, industry,

product, etc.

• Identification of high

value partners

Segment Your Partners

Empower Your Partners via Rich Portal Features

Key Points

• Enable partners to view profile,

update profile, information

• Partners able to easily submit

requests, download documents

• Enable partners to instantly

register deals, update

opportunities

Enable Your Partners

Seamlessly Allocate Leads and Close Deals

Key Points

• Lead pooling and allocation

(“Shark Tank”)

• Assignment of new

opportunities to partners

• Full view of active

opportunities by partner

Sell with Your Partners

Holistically Track Your Partners’ Performance

Key Points

• Intuitive out-of-box

partner reports

• Pre-built revenue and

performance tracking

• Robust custom report and

ad-hoc analysis capabilities

Measure Your Partners

Social Networking

Growing Importance of Social Networking

Industry

Surging Growth of Social Networking

The Importance of Connecting with the Social Customer

• Over 8 million Twitter users and fastest growing online site

• 36 million LinkedIn users

• 200+ million Facebook users

Adam Sarner, Gartner analyst, contends that in social networking, “CRM is where you are going to see the ROI in the business model as opposed to anywhere else. It’s all about connecting and engaging in new ways with customers.”

Social Networking Accelerator SummaryThe

The Social Networking Accelerator allows organizations

to better track and leverage online conversations and

data. The first Social Networking Accelerator allows

organizations to initiate and track Twitter conversations

from within Microsoft Dynamics CRM, apply them to

meaningful business scenarios, and identify key trends

and patterns that impact their business.

Accelerate Your Business with Social Networking

Effectively connect with the “Social Customer”

Identify online conversations that impact your business

Enrich & enhance existing customer data with online relevancy

More effectively capitalize on online revenue opportunities

Track market reaction and identify key trends

• Proactively monitor relevant online conversations

• Enrich your customer data with online profiles

• Take advantage of real-time opportunities

• Identify key trends and insights

Social Networking Accelerator Functional Overview

Online Conversations

Reactions &Trends

Interact with the Social

Customer

To Contact, Leads and

Cases

Resonance & Influence

Monitor

Interact

Rate

Convert

Analyze

Key Points

• Track Tweets right within Microsoft Dynamics CRM

• Filter Tweets by account, status, topic

• Automate updates of pre-selected Tweets/statuses

Monitor Online Conversations

Proactively Track Relevant Online Conversations

Effortlessly Engage with Prospects and Customers Online

Key Points

• Author and initiate Tweets within Microsoft Dynamics CRM

• Instantly respond to Tweets with just a click

• Leverage embedded Twitter profile for greater business context

Interact with Social Customers

Instantly Track Twitter Resonance and Influence

Key Points

• Track Tweets by sentiment (positive, negative, etc.)

• Instantly see online follower count by Contact

• Track reception/significance of specific topic/status

Rate Online Influence

Convert Tweets into Actionable Business Value

Key Points

• Instantly convert Tweets to

contacts, leads or cases

• System automatically

associates Twitter data to

CRM record

• Easily trace back point of

origin for a contact, lead, or

case

Convert into Action

Identify Key Trends and Insights for More Informed Decisions

Key Points

• Follow message effectiveness, conversation history

• Track follower count, “champions” over time

• Monitor key metrics via Social Networking Dashboard

Analyze Reactions and Trends

CRM Accelerators

Technical Summary

Analytics Accelerator – Technical Overview

• Dashboard reports – Sales, Service and Marketing (SSRS)

• SSRS reports for Microsoft SQL Server® 2005 and SQL Server 2008

• Simple OLAP cube• Complex OLAP cube• Predictive analytics examples• Microsoft PerformancePoint®

Scorecards for Sales and Service

Components

eService – Technical Overview

• Customization of Contact entity• 4 new custom entities:

– Portal configuration, Portal transaction audit• 7 Workflow definitions:

– Web account signup and changes– Web portal transaction auditing– Web portal transaction acknowledgment

• 1 workflow assembly for Web signup• 12 ASP.NET user controls for Web

self-service portal• Sample eService portal• ISV pages for portal configuration• ASP.NET membership provider used for

Web account management

Components

Event Management – Technical Overview

• Customization of Campaign & Campaign Response entities

• 11 new custom entities:– Venue, Room, Session, Speakers,

Event Team, Packages, Group Allocations• 4 workflow definitions:

– Event setup– Registration acknowledgements by e-mail

• 1 plug-in for registration management• 2 ASP.NET controls for registration• Sample registration portal• 3 custom reports:

– Attendee name badges– Registered attendee list– Event performance report

Components

Enterprise Search – Technical Overview

• MOSS Business Data Catalog (BDC) definition file covering all standard OOB CRM entities

• Advice and guidance whitepaper on how to customize the standard BDC definition file to suit a customized data model

• Utility program which reads MSCRM metadata and updates the BDC definition file before registering with MOSS

Components

CRM Notifications – Technical Overview

• 2 custom ASP.NET Pages• 1 custom .NET assembly• Sitemap modifications with

custom JavaScript to call the relevant ASP.NET pages

Components