Developing ISV applications using Microsoft Dynamics CRM

Fukiat JulnualFukiat.julnual@microsoft.com

Partner Technology Specialist

Microsoft (Thailand) Limited

Agenda

• What’s Microsoft Dynamics CRM 4.0

• Partner Opportunity

• CRM Components

• Underlying Architecture

• Resources

• Q&A

Microsoft Technology Platforms & Services Division

BusinessDivision

Entertainment & Devices Division

Microsoft Dynamics

A complete CRM suite including sales force automation, marketing and service management

Small business financial managementRetail management and point of saleIntegrated contact management, accounting and online services packaged with Microsoft Office

Broad business management suites including financial management, supply chain management and customer relationship management functionalityMicrosoft Dynamics AX

Microsoft Dynamics GPMicrosoft Dynamics NAVMicrosoft Dynamics SL

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

Magic Quadrant

Magic Quadrant for

Sales Force Automation

Robert P. Desisto, Gartner, Inc.July 15, 2008

Magic Quadrant for CRM Customer

Service Contact Centers, 2008

Michael Maoz, Gartner, Inc.March 19, 2008

The Magic Quadrant is copyrighted March 19 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.

• Over 15,500 customers

from small to enterprise

• Over 750,000 users in more

than 80 countries

• Global network of software

and services partners

• Fast, flexible, and

affordable

• Full CRM suite of marketing,

sales, and service

• Native Office experience for

rapid adoption

• Multi-language with more

than 25 languages

• Advanced SOA / Web

services architecture

Microsoft Dynamics CRM at a Glance

Mid-size CompaniesSmall Businesses Large Enterprises

Microsoft Dynamics CRM: Global Customer Base

Truly a Software Plus Service Opportunity

$7.2 $8.0 $8.8 $9.7

$28.3$31.0

$33.8 $36.8

$0

$10

$20

$30

$40

2007 2008 2009 2010

**B

illio

ns o

f US

$

CRM Software CRM Services

Sources: *Gartner Dataquest 2006, **Forrester Research, 2007

CRM subscription revenue projected to grow to 22% of total

CRM software revenue by 2010*

Power of Choice enables our partners to take advantage of all CRM growth areas

Gartner 2007 CRM User Survey Question:

What are the three main drivers for your CRM initiative?

Why Are Customers Buying CRM?

Source: 2007 Gartner User Survey Analysis, North America

Key drivers for deploying CRM have changed. Today it’s about improving service and customer loyalty.

Fits Their PeopleThe right user experience for every user role

Why Are Customers Buying Microsoft Dynamics CRM?

Fits Their BusinessConfigures quickly to meet their specific needs

Fits Their EnvironmentDeploys quickly and integrates existing assets

Microsoft Dynamics CRM Suite

Full CRM suite

capabilities and

application

flexibility

-Interactions-Marketing

-Sales-Service

-xRM-Business Process

-SOA-Flexible Deployment

Viewing the Customer through Microsoft Dynamics CRM – Microsoft Dynamics CRM Modules

13 of 20

Fast, Productive Sales Management

• Familiar interfacedrives user adoption and increased productivity

• Workflow-drivensales processesensure consistencyand efficiency

• Full spectrum of sales intelligence capabilities provides insight and accurate forecasts

Microsoft Dynamics CRM Architecture

The Microsoft Dynamics CRM Server architecture can be divided into

the following conceptual layers:

• Presentation

• Application

• Platform

• Database

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Microsoft Dynamics CRM Server

Microsoft Dynamics CRM Server integrates with the following technologies:– Microsoft Windows® Server™ 2003, 2008 – Microsoft® Active Directory®– Microsoft Small Business Server ® 2003 R2– Microsoft SQL Server 2005 – SQL Reporting Services 2005– Microsoft Exchange Server 2003, 2007

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Component Architecture

Microsoft Dynamics CRM Clients

A common user interface

• ISV’s and implementers can customize the UI once and the changes are automatically available to any client

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Customization Methodology

– Levels of Customizations

• CRM customizations can be considered a continuum of enhancements from Simple to Complex

• Business Requirements should drive changes

• Using an ice cream analogy, balance an out-of-the-box deployment (vanilla) versus “Everything for everyone” (Rocky Road)

Simple

Complex

Vanilla

Rocky

Road

French

Vanilla

Cherries

Jubilee

Chocolate

Chip

Cookie

Dough

Out of the Box

Advanced ISV

Customizations

SDK & .NET

Extensions

Application

Event

Programming

Customizing

Forms and

Views

Customizing

Schema &

Reports

UI Customization

• The basic customization tools can be found in the Settings > Customization area of the Navigation pane.

• The customization tools described in this training are included in the Customize Entities group.

Customizations

• Customizing Forms

– Forms are used for entering data for a given entity.

– Form customizations typically include:

• Modify an existing form to add new tabs, sections, and fields.

• Re-arrange each of these items to simplify the way users view and enter data.

• Remove any of these items.

• Modify field properties such as labels and layout options.

Entity Relationships

• Supported relationships:

– 1:N System to Custom

– 1:N Custom to System

– 1:N Custom to Activity/Note

– 1:N Custom to Custom

– Self-Referential

– N:N

– System to System

Patients and Contacts

Capture Patients, Staff, and Other Contact Profile Data in a Central Repository

Integration of SaaS application

Seamless integration of Microsoft Virtual Earth

Extensibility with Plug-Ins or WWF

Accelerators for Microsoft Dynamics CRM

Each module may consist of

• Data configurations: Entities, Forms, and Views

• Workflow configurations• BI elements such as custom reports• Full source code samples (strictly

adhering to SDK guidelines)• Documentation for installation,

operation, localization, and extending the solution

What Accelerators Do for Partners and Customers

• Realize the benefits of CRM as a solution platform

• Deliver the killer demo or POC and shorten the sales cycle

• Demonstrate value more quickly with out-of-the-box functionality

• Reinforce Microsoft’s commitment to customer and partner success by delivering innovation between major releases of Microsoft Dynamics CRM

What are Accelerators?Add-on modules that deliver extended capability to CRM 4.0

Accelerators for Microsoft Dynamics CRM

• Analytics• eService• Event Management• Enterprise Search• Sales Methodologies• Extended Sales Forecasting• CRM Notifications• Business Productivity

Analytics

• Extended BI for Microsoft Dynamics CRM 4.0• Delivers sales, service and operations dashboards

WHAT IS IT?

• View rich scorecards through SSRS, SharePoint and PerformancePoint Server

• Browse pre-built OLAP cubes for deeper analysis

ALLOWS USERS TO

• Drive business insights to generate new services revenue

• Deliver that compelling BI demo• Use as tie-breaker in competitive situations

PARTNER BENEFITS

Screenshot slide(s)

Screenshot slide(s)

eService

• A configurable self-service portal for enhanced customer service through Microsoft Dynamics CRM 4.0

WHAT IS IT?

• Edit their profile• View, raise, close and re-open cases• Search the Knowledge Base• Schedule services

ALLOWS USERS TO

• Open Microsoft Dynamics CRM 4.0 as a multi-channel solution

PARTNER BENEFITS

Performance and Scalability

Scale flexibly and efficiently across local or global enterprise deployments

Microsoft Advantage

• Tested to 24,000 concurrent users with

sub second response

• Tested to 1 billion database records with

sub second response

• Tested to deliver WAN bandwidth

improvements of up to 94%

Performance and Scalability Components• Service grid architecture• Deployment choice• WAN performance optimization• Load balance clustering

• Web farm clustering• Exchange clustering• SQL Server clustering• SQL mirroring

Licensing Microsoft Dynamics CRM

Deployment Options Licensing Models Sample SKUs

On-Premise• Volume Licensing• Business Ready

Licensing (BRL)

User CALsDevice CALsFull CALsLimited Use CALs

On Demand Partner-Hosted

Services Provider Licensing (SPLA)

Service Provider Edition SALs

On DemandCRM Online

CRM Online Professional SALsProfessional Plus SALs

Because “one size fits all” doesn’t apply to your customers…Choice in licensing frameworks helps you win different types of deals

Business

Strategy

Solution

Planning

Hardware

Setup

S/W

Install

Process

Modeling

Data

Modeling

Integrate

Apps

Change

MgmtTraining

8 days 3 days 2 days 1 day 5 days 5 days 15 days 5 days 5 days

$160 – 250/hr $160 – 250/hr $95 – 135/hr $95 – 135/hr $120 – 170/hr $120 – 170/hr $120 – 170/hr $100 – 150/hr $100 – 150/hr

50 seat opportunity…

On-Premise CRM: 49 days (average)Hosted CRM: 46 days (approximate)

Partner services revenue:

Partner Services Opportunity

Microsoft Dynamics CRM Resources

• Microsoft Dynamics CRM 4.0 Virtual Machine

– http://www.microsoft.com/downloads/details.aspx?FamilyID=dd939ed9-87a5-4c13-b212-a922cc02b469&displaylang=en

– This demonstration also contains Microsoft SQL Server 2005, Microsoft Visual Studio 2005, Microsoft Office Communications Server and client, Microsoft SharePoint services, and Microsoft PerformancePoint Server 2007. Full details about the image are included in the virtual machine itself.

• Microsoft Dynamics CRM 4.0 Software Development Kit (SDK)

– http://www.microsoft.com/DownLoads/details.aspx?familyid=82E632A7-FAF9-41E0-8EC1-A2662AAE9DFB&displaylang=en

• Developer Ramp up Kit for Microsoft Dynamics CRM

• http://msdn.microsoft.com/en-us/library/cc720132.aspx

Developer Ramp up Kit for Microsoft Dynamics CRM

• This kit is for .NET based developers who want to ramp up and build on top of the Microsoft Dynamics CRM platform. Microsoft Dynamics CRM 4.0 usesfamiliar components such as Web Service endpoints, Windows Workflow Foundation, SSRS reporting, and more; making it a general purpose platform for any line-of-business applications. Developers can use their existing .NET skills to take advantage of various features of the Microsoft Dynamics CRM platform. This kit drills into the details of such development and explains how developers can connect, extend, and embed with the Microsoft Dynamics CRM platform. It includes presentations, hands-on labs and a VPC environment for practicing. This content was delivered earlier as part of the Metro Early Adopter initiative and the video recordings of the ramp-up presentations are included as well.

http://msdn.microsoft.com/en-us/library/cc720132.aspx

Books

• Programming Microsoft Dynamics CRM 4.0

• Working with Microsoft Dynamics(TM) CRM 4.0

Next Steps You Can Take

• Become a Microsoft Partner

• Get MBS Certified

• Enroll in CSA Program

• Learn more about Dynamics CRM

Value-Added

Reseller

• Become a Microsoft Partner

• Get MBS Certified

• Enroll in CSA Program

• Learn more about Dynamics CRM

• Profile yourself in Partner Solution Profiler

System

Integrator

• Become a Microsoft Partner

• Get MBS Certified

• Learn more about Dynamics CRM

• Profile yourself in Partner Solution Profiler

• Introduce yourself to a Developer Evangelist

Independent

Software Vendor

•Become a Microsoft Partner

•Get MBS certification or partner for it

•Enroll in SPLA

•Learn more about Dynamics CRM

•List yourself on the Communications Sector CRM page

•Profile yourself in Partner Solution Profiler

•Introduce yourself to your Hosting Solution Specialist

Service Provider

• Become a Microsoft Partner

• Learn more about Dynamics CRM

• Profile yourself in Partner Solution Profiler

System Builder

• Become a Microsoft Partner

• Learn more about Dynamics CRM

• Profile yourself in Partner Solution Profiler

Small Business

Specialist

Useful Links and Resources

• Learn more about building your business on the Microsoft Dynamics platform• http://www.innovateonmicrosoftdynamics.com

• Microsoft Dynamics CRM Developer Center• http://msdn.microsoft.com/en-us/dynamics/crm/default.aspx

• Use Microsoft Dynamics CRM within your own organization:• https://partner.microsoft.com/global/program/programovervie

w/40029254

• Get your solution “Certified for Microsoft Dynamics”• http://www.microsoft.com/dynamics/partners/cfmd.mspx

Questions and Answers

ขอบคุณครับ

ฟูเกยีรติ จุลนวลfukiat.julnual@microsoft.com

Partner Technology Specialist - Microsoft Dynamics

Microsoft (Thailand) Limited