Microsoft Dynamics CRM 2016 Value Proposition

Eugene Zozulya

Microsoft CRM OnlineAmazing momentum!!

2xCRMOL revenue

>3xCRMOL YoY

net seat adds

44Quarters double digit

growth

4x$1M+ deals CRMOL

Leaders’ QuadrantGartner Magic Quadrant for Sales Force Automation*

Leaders’ Quadrant Gartner Magic Quadrant for the CRM Customer Engagement Center**

Challengers’ QuadrantGartner Magic Quadrant for Integrated Marketing Management***

A Leader Forrester CRM Waves (enterprise & mid-market)****

Industry recognition

**Source:

Source: The

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purpose.

Enterprise Suite

Midmarket Suite

SMB Suite

Sales Force Automation

The world is increasingly connected

smart devices by 2018

2.4Bconnected, IoT devices

by 2025

80B

of internet users are now active on social media

72%of internet users trust consumer opinions

posted online

68%

of customers have left a brand due to bad customer service

65%IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014

IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015

Jeffbullas.com, 22 Social Media Facts and Statistics You Should Know in 2014, 2014.

Nielsen, Global Trust in Advertising and Brand Messages, 2013

Parature, from Microsoft study

80%

8%

Delivery gap

Companies that

believe they provide a

superior proposition

Companies whose

customers agree

Bain Customer-Led Growth diagnostic questionnaire

Personalized | Proactive | Predictive

Customer engagement

Productivity

Next generation productivity:

• Surface trending documents with

Delve

• Excel templates

• Document generation capabilities

from CRM – Word and Excel

• Manage CRM documents across

SharePoint, Office 365 Groups,

OneDrive for Business

Mobility

Offline mobile:

• Full offline mobile on tablet and

phone

• Task-centered mobile apps

• Streamlined document viewing and

navigation, deep CRM links

• Phase II Cortana integration: view

core deals, accounts & activities

Unified Service

Self, assisted & field service

• Interactive service hub for tailored

agent experiences

• Voice of the customer for multi-

channel enterprise feedback

• Third party access model

• Knowledge management in CRM

• Field Service with FieldOne

Intelligence

Predictive analytics:

• Machine learning for intelligent

processes & sentiment analysis

• Cross-sell recommendations

• Auto-suggest similar cases and

knowledge articles

• Intelligent & contextual assistance

Predictive intelligenceSell smarter with cross-sell recommendations from Cortana Analytics Suite and

trending documents from Delve inside CRM dashboards.

Sales gamificationHave a blast selling with fun and creative sales contests that increase sales

performance, revenue, and user adoption.

Sales productivityBoost sales productivity with familiar and intuitive Office 365 solutions such as Outlook

across desktop/mobile and Word & Excel templates.

Offline appsGet work done anywhere, anytime with tablet and smartphone apps that work online

or offline.

Mobile task flows Complete frequent business processes faster on mobile apps.

Digital personal assistantGet a complete and personalized overview of daily priorities, including key sales

activities, accounts, and deals embedded in Cortana.

Redesigned Insights UISpot customer insight faster with a redesigned UI for customer and people data from InsideView that help sales reps engage with relevance.

What's new in ServiceInteractive Service Hub (n)This new online UX provides role based scenarios to deliver tailored

application experiences for agents and support team leads.

Knowledge Management (e)Immersive knowledge experience in CR includes KCS inspired workflows,

versioning, translation support and feedback

Voice of the Customer (n)Rule-based, multi-channel enterprise feedback management capabilities

embedded into customer engagements.

External Party Access (n)Foundation to enable CRM to allow external parties to access CRM with the

right level of permissions (e.g. Customer / Partner Portal scenarios).

Service Intelligence (n)Role tailored service dashboards and predictive service intelligence for

agent assisted engagements.

Field Service (n)Field Service completes the customer relationship loop by helping field

employees sell to and service their customers.

SMS inbound messagingMarket smarter by integrating SMS marketing in your multichannel campaigns. Create inbound SMS campaigns with SMS keywords to get SMS opt-ins.

Database building for opt-in and opt-outMaintain a database of opt-in and opt-out preferences.

SMS outbound messagingSend promotional SMS messages to opted-in contacts. Track SMS campaign performance.

Email marketing enhancementsEngage customers with personalized multichannel campaigns. Create emails and toggle between WYIWYG and generated HTML. Use the media library directly from the HTML code.

Email marketing deliverabilitySend high volume email with email deliverability, fault tolerance, logging and auditing services.

Social Listening & AnalyticsListen and analyze to new source- boards/forums. Define custom

sources via RSS.

Intelligent SocialRole-tailored for Sales to help find leads and understand buzz

around targeted accounts. Automated triage of lead or case

detection, and adaptive sentiment through machine learning.

Social CenterPublish tweets and Facebook posts, including multimedia

content. Look up Twitter author profile information.

Social CRMCreate CRM actions like cases and opportunities from social

posts.

Productivity & CustomizationEnable collaboration through group creation and customizable

user roles and -rights.

Sentiment & UI14 additional UI and sentiment languages.

NOTE: NOTE:

Why Customer Engagement by Microsoft

One Microsoft

True end to end,

productivity solutions for

customer engagement

across CRM, Office 365 &

PowerBI

Outcome-driven

User experience with

embedded processes

helps achieve outcomes

based on best practices

Adaptive

One to one customer

engagement with context

across behavior, channel

& department

Intelligent

Personalized, proactive &

predictive customer

experiences built on trust

& knowledge over time