Microsoft CRM 3.0Microsoft CRM 3.0Overall InfosOverall InfosSeptember 2005September 2005

Stephane PaschePartner Account Manager Microsoft Switzerland GmbH

The CRM Software Market Today

0

500

1,000

1,500

2,000

North America EMEA

Asia/Pacific Japan

Latin America

Source: Gartner Inc.

North America and EMEA are growingat 6.2% per year in 2005-2009;

LATAM, Japan, and Asia/Pacific aregrowing at 9.3% per year.

40%

13%47%

Small Midsize Enterprise

Small business is ~$500M today andgrowing at 28% per year through 2008

$4B in 2006

Microsoft CRM | Fast Growth Worldwide

Extremelyfast growth inpartner and

customer base.

100%+100%+

FY03FY03

Microsoft CRM Customer Growth Microsoft CRM Customer Growth

FY03FY03FY04FY04

FY04FY04

100%+100%+

53 countries, 16 languages53 countries, 16 languages

1,700 Certified Partners1,700 Certified Partners

Hundreds of Global ISVsHundreds of Global ISVs

Solid capabilities for sales and service today (v1.2)Solid capabilities for sales and service today (v1.2)

4,000 + Customers4,000 + Customers

100,000+ Users100,000+ Users

Microsoft CRM | Our Value to Customers

Works the WayYou Do

Works the WayYou Do

More productivityIn day-to-day

CRM tasks

Common user experiencewith Office & Outlook

Reduced click countsfor every task

Complete capabilitiesin the office & on the road

Works the WayYour Business Does

Works the WayYour Business Does

Better managementcontrol and

visibility

Powerful workflow drivesconsistent processes

Automated alerts andexception handling

Closed-loop trackingand reporting

Works the WayIT Wants It To

Works the WayIT Wants It To

Reduced loadon IT implementers

and operations

Simplified installationand maintenance

Common configurationand customization tools

Integrates easilyvia Web services

Microsoft CRM | Different Market Segments

SmallBusinesses

MidsizeCompanies

LargeEnterprises

“Complete”

• use “out of the box” application with limited changes

• zero IT resources

• classic VARs/resellers

“Configurable”

• want some degree of specific fit, e.g.,

workflow, reporting

• limited IT resources

• midmarket ISVs/resellers

“Customizable”

• want IT flexibility and platform fit;

may be a “spoke”

• more IT resources

• SIs & internal dev.

Partners provide pre-packaged templates or vertical applications.

1.2 to 3.0 Incentive

Any customer that purchasesany module of CRM 1.2 Professional todaywill get full-suite rights tothe next release of Microsoft CRM

That means “buy one and get three”.

This policy also applies to any prior customer of CRM 1.0 or 1.2 that has purchased any module of CRM Professional & has an active SA.

Story for standard SKU is “equal or better”.

Microsoft CRM 3.0Microsoft CRM 3.0Product OverviewProduct OverviewSeptember 2005September 2005

Stephane PaschePartner Account Manager Microsoft Switzerland GmbH

AgendaAgenda

Microsoft CRM 3.0 preview

Release timeline

Discussion

Microsoft CRMMicrosoft CRMIntelligent and easy business solutions that enable extraordinary customer experiences

Works the way your business does

Affordable adaptability & process automation

Works the way your IT expects it to

Simplified management, increased performance & reliability

Works the way you doNatural fit for business users

Works the way you doWorks the way you do

Customer and Partner FeedbackWant a solution that is easy to use, easy to learn and easy to understand

Want control in managing how to work inside of a business application

Want access to customer information when working away from the office

Our key takeaway:Our key takeaway:Microsoft CRM 3.0 is an easy to use, easy to adopt Microsoft CRM 3.0 is an easy to use, easy to adopt business application that builds on familiar Microsoft business application that builds on familiar Microsoft applicationsapplications

Works the way you doWorks the way you doEmpower users through the tools they use today

Natural fit for users of Microsoft Office

Work away from the office without missing a beat

Easy to find and manage personal work

MicrosoftMicrosoft CRM 3.0CRM 3.0Native Outlook ExperienceMicrosoft CRM for Outlook includes sales, service and marketing functionalityAutomatic Outlook e-mail routing & Contact, Calendar and Task synchronization

Personalize your work environmentConfigure your workplace to access the information needed most oftenPersonalize customer views, search queries and communication templates

Take your customers everywhereManage your sales, service and marketing activities while working away from the officeSynchronize Microsoft CRM appointments, contacts and tasks across your laptop and devices

Works the way you doWorks the way you doNative Outlook Experience

Manage your entire workday from a single application

Instantly track business e-mail and correspondence

Automatic update to Outlook Calendar, Contacts and Tasks

Microsoft CRM Microsoft CRM for Outlookfor Outlook

My work, My My work, My wayway

Works the way you doWorks the way you doPersonalize your work environment

Personalized workspaces for each user

Customized by job role & business function

Share views and queries across colleagues or teams

Works the way you doWorks the way you doTake your customers everywhere

Manage relationships when away from the office

Synchronize only the data that you need

Keep your laptop and devices up to date

Work anywhereWork anywhere

CRM that works the way you CRM that works the way you do.do.

Works how your business Works how your business doesdoes

Customer and Partner FeedbackWant customization capabilities across activities

Want to create custom system entities

Want cross-system business workflow and process automation

Want powerful reporting and analysis tools

Our key takeaway:Our key takeaway:Microsoft CRM 3.0 is a flexible business platform Microsoft CRM 3.0 is a flexible business platform that can adapt to the changing needs of customersthat can adapt to the changing needs of customers

Works how your business Works how your business doesdoesAdapts to your unique business needs

Easy to customize with intuitive business design tools

Instantly analyze business performance and trends

Rapidly automate workflow across departments and systems

MicrosoftMicrosoft CRM 3.0CRM 3.0Customize quickly and easilyModify application forms, data fields and relationships without writing custom codeBuild new system objects and features with web-based design tools

Streamline business processesWork more efficiently with process automation Integrate business processes across application and system boundaries

Familiar and powerful data analysisGenerate dynamic Pivot tables and charts with native Microsoft Excel analysisShare reports across users and teams while maintaining data security

Works how your business Works how your business doesdoesCustomize quickly and easily

Design business forms and entities- without writing code.

Use your business terms across forms, views and reports

Synchronize custom entities to your offline database

Flexible Flexible business designbusiness design

Works how your business Works how your business doesdoesStreamline business processes

Create workflow on custom entities and activities

Expand workflow conditions and actions with custom plug-ins

Merge dynamic content into automated tasks and e-mails

Automate your Automate your businessbusiness

Works how your business Works how your business doesdoesFamiliar and powerful data analysis

Access powerful reports “in-context” of your current data view

Generate dynamic analysis tables and charts with Microsoft Excel

Schedule and distribute reports across users and teams

Instant Instant business business analysisanalysis

CRM that works the way your CRM that works the way your business does.business does.

Works the way IT expects it Works the way IT expects it toto

Customer and Partner FeedbackWant a simple installation experience across desktop clients and servers

Want a seamless upgrade experience

Want high performance and reliability

Want easy deployment and management

Our key takeaways:Our key takeaways:Microsoft CRM 3.0 - Rapid installation & upgrade. Microsoft CRM 3.0 - Rapid installation & upgrade. Simple deployment and management.Simple deployment and management.

Works the way IT expects it Works the way IT expects it totoSpend more time delivering business value

Reliable installation and upgrade

Easy to manage client access and installation

Easy to maintain without a disruption in service

MicrosoftMicrosoft CRM 3.0CRM 3.0Simple installation and upgradeFail-safe application installation and upgrade with server diagnosis and troubleshooting toolsUpgrade customized forms, schemas, process definitions and custom developmentHigh performance and reliabilityIncreased performance across search queries, page loads and offline synchronizationDeploy application server and components within fault-tolerant architectures

Simple deployment and manageabilityCustomization transport utility allows for easy deployment across test and production systemsZero touch and zero footprint clients provide flexible deployment options for your business users

Works the way IT expects it Works the way IT expects it totoEasy installation and upgrade

Validate required components and install required service packs

Upgrade custom forms, views, schemas and workflow

Express install for CRM Small Business Edition

Simple Simple installation & installation & upgradeupgrade

Works the way IT expects it Works the way IT expects it totoSimple deployment and manageability

Customization transport system for managing production and test configurations

Zero-footprint browser client for web access

Zero-touch client installation for CRM Small Business Edition

Rapid Rapid implementationimplementation

CRM that works the way IT CRM that works the way IT expects it to.expects it to.

New features and New features and functionalityfunctionality

Customer and Partner FeedbackWant to centralize relationships across sales, service and marketing teams

Want to increase the effectiveness of their marketing efforts and optimize spending

Want to find and dispatch the right resources to provide the right services for customers

Our key takeaways:Our key takeaways:Microsoft CRM 3.0 – the single source for managing Microsoft CRM 3.0 – the single source for managing your sales, marketing and customer service your sales, marketing and customer service activitiesactivities

New features and New features and functionalityfunctionalityComplete the full-suite of CRM functionality

Shared relationships across your business

Deliver excellent service for your customers

Market more effectively

MicrosoftMicrosoft CRM 3.0CRM 3.0Centralized roles and relationshipsManage relationships across business Accounts and ContactsTrack customer roles and influence within the sales function

Create demand and drive new businessDefine, plan, implement and measure multi-marketing campaigns to fill your sales pipelineFine tune your campaigns through powerful analysis- create templates of successful campaignsProvide value-added service for customers

Escalate service cases to meet desired your desired service levelsLocate and schedule qualified resources to deliver services for customers.

New features and functionalityNew features and functionality

Build, manage and maintain business relationships

Shared insight and relationships across your business users

Track business roles within your sales function

Manage “intra” and “inter” organization relationships

Centralized Centralized roles and roles and relationshipsrelationships

New features and functionalityNew features and functionality

Create demand and drive business results

Define, plan, implement and measure campaigns from a central application

Leverage your sales engine to perform campaign activities

E-mail the right customers with anti-spam protection

Market your Market your products & products & servicesservices

New features and functionalityNew features and functionality

Provide value-added service for customers

Find qualified resources across service locations

Schedule resources according work availability or customer preference

Build a history of customer appointments to track your service effectiveness

Schedule Schedule service service professionalsprofessionals

New features and New features and functionalityfunctionality

Microsoft CRM 3.0Release Timeline

Q3 CY 2005Pre-releasePre-release

Q3 CY 2005Special OfferSpecial Offer

Q4 CY 2005English RTMEnglish RTM

Released-to-manufacturing (RTM)Released-to-manufacturing (RTM)90-day trial version available to partners and 90-day trial version available to partners and current customers until GAcurrent customers until GA

Q1 CY 2006General General

AvailabilityAvailability

Early access program (RC)Early access program (RC)Available to all partnersAvailable to all partnersCustomer access through partnersCustomer access through partnersPilot and test system deployments only Pilot and test system deployments only

Special deal! Microsoft CRM 1.2Special deal! Microsoft CRM 1.2Buy any version of CRM 1.2 Buy any version of CRM 1.2 Professional get full-suite of Professional get full-suite of Microsoft CRM 3.0! Microsoft CRM 3.0!

Microsoft CRMMicrosoft CRMIntelligent and easy business solutions that enable extraordinary customer experiences

Works the way your business does

Affordable adaptability & process automation

Works the way your IT expects it to

Simplified management, increased performance & reliability

Works the way you doNatural fit for business users