DRIVING SUCCESS WITH MICROSOFT DYNAMICS CRMROSS DEMBECKILEAD PRODUCT MANAGER CRMMICROSOFT AUSTRALIASESSION: AP028

Welcome to the CRM General Session!

State of the Business

Partner Perspectives – An ISV and an SI

Dynamics CRM Roadmap

Demo: Connected Cloud

Opportunities for Partners

Next Steps at APC

Microsoft Dynamics CRM Powers ProductivityComprehensive CRM that’s easy to use and improves the productivity of sales, marketing and customer service professionals

Familiar Microsoft Outlook interface

Works with Office 365for complete Cloud productivity experience

Secure and Reliable with 99.9% SLA

Sign up and get a trial in 5 minutes

Flexible configuration and customisation

Full-Suite CRM:Sales, Marketing and Service modules

Instant on, anywhere access

Real-time dashboards and visual insights

Business At a Glance Over 2M users in more than80 countries and 40 languages

Over 30,000 customers from small to enterprise

Over 1,200 partners with CRM competency

Over 100 service providers hosting Dynamics CRM

Regional data centres in the USA, Europe and Asia

Multi-tenant architecture for cloud and on-premises

Developer symmetry between our cloud and on-premises

Delivering more value for less for our customers worldwide

Highest rated CRM suite by Forrester, Leader Quadrants by Gartner

15%▼reduction inlabour costs

SERVICE

50%▲increase in sales

productivity

SALES

Forrester’s Total Economic Impact™ Study, May 2011

“Based on the study’s findings, companies looking to implement Microsoft DynamicsCRM 2011 can anticipate significant productivity gains and cost savings.”

Microsoft Dynamics CRM 2011

delivers an average 243% ROI

and a Payback period of4.1 months.

Total Economic Impact (TEI)

Compelling Value: Recent Forrester TEI Study

LOWERcosts to deployand maintain

IT

HIGHERreturn on

marketing spend

MARKETING

Compelling Value: Compared to Salesforce.com

Professional Edition$95/user/month

Enterprise Edition$180/user/month

Unlimited Edition$360/user/month

Salesforce.com*based on Office 365 E3 plan

$94.85* user/month

Microsoft

+

What You Get Salesforce.com Microsoft

CRM Suite Extensible Platform Microsoft Office client & web SharePoint collaboration Lync Unified Communications Exchange Email Management Price per user per month $95 - $360 $94.85*

AP089Thur 1:45

Full CRM Suite Capabilities

Delivering More Value to Our Customers

Flexible Configuration and Customisation

Better User Experience

Lower Cost

Customer Care AcceleratorThe Customer Care Accelerator (CCA) for Microsoft Dynamics CRM 2011 showcases how organisations can take advantage of the building blocks in the User Interface Integration (UII) Software Development Kit (SDK) to build unified agent desktops.

Support for new CRM features like managed solutions and claims-based authentication

CRM 2011 Online and On-Premises

Enhanced UI automation tool with new activities and data driven adapter

EnhancedUI Automation

A pre-built scenario with sample data, workflow, and UI automation

RicherReference Implementation

Support by CTS for CCA as a Microsoft Dynamics CRM Certified Solution

Supported Solution

CCA CapabilitiesReference Implementation

Learn more about CCA at http://www.microsoft.com/dynamics/marketplace

Application Integration

Desktop Shell API

Workflow Automation

Framework for CTI

Auditing and Reporting

Admin Management

Single Sign-On

Microsoft Dynamics Marketplace Global platform for partner

listings and solution packages

Help customers discover you

Powerful lead generation toolwith traffic driven by Microsoft

Dashboard provides analysisof traffic and leads

Available today inmore than 29 countries

AP045Wed 2:45

Marketing & Sales Enhancements in 2011

• Dynamic Marketing Lists• Conditional Formatting• Goal Management• Dialogs• Excel re-import • Product & pricing

enhancements• Connections• Outlook Social Connector• Dashboards and visualisations• Contextual document

management

DRIVING MARKETING PRODUCTIVITYJohn GravelyClickDimensions – Pod 19Twitter: @ClickDimensions

partner

Marketing Automation

Web Tracking

Campaign Tracking

Landing Pages

Email Marketing

Social Discovery

Drip Marketing

Lead Scoring

Form Capture

Search/Advertising

API (with Event and eCommerce Tracking)

Surveys

Subscription Management

Traditional Marketer’s Tools

EmailMarketing

Surveys

Web Site Analytics

SocialDiscovery

and/or Monitoring

?

CRM + Email + Analytics + Surveys + Social

Customer Web Site(s)

ClickDimensions on Windows Azure- ClickDimensions API

All Data in One Place- Dynamics CRM data- Email Marketing Data- Web Analytics Data- Surveys, Social Recipient Inboxes

Data Inside CRM

Partner Opportunity

• No fees – no drama• Dedicated Partner Account Manager• Year over year margin• Internal use rights• Demo account provisioning• Demo system access• Referral fee for non-CRM partners• Lead with marketing and close more deals• www.clickdimensions.com/newsletter

CSG

SAUL SABATH

partner

CSG Overview Established in 1988 in Darwin, listed

on the ASX in 2007 Full service ICT company with end to

end capability to deliver integrated Technology Solutions and services

Strong track record of success in delivering large complex projects on budget and on time

Customers ranging from large blue chip organisations and government to SMEs

Employ over 1200 staff across Australia and New Zealand

60 staff in CRM practice, incl. 3 MVPs

CSG – Go To Market Strategy

◥ Strong Focus on XRM Solutions (platform approach) and traditional SFA

◥ Enterprise Accounts - Public Sector/Financial Services Corporate Accounts – utilities, engineering

◥ Focus on Microsoft Platform – led by CRM 2011◥ SharePoint/Lync/BI/Azure – (Office 365) Up/Cross Sell

◥ CRM ‘Portal’ approach – surface of many LOB apps inside the application

◥ Work closely with ISV solutions such as Scribe, Exact Target etc. to deliver complete solutions

CSG – The Cloud …

◥ Accelerated deals closing – sell to “the business” and remove IT involvement

◥ Enterprise/Tier 1 embracing the cloud … for the right application

◥ Perfect for POC/Conference room pilot – instant creation of environment

◥ CRM 2011 Online + Office 365 = $$$◥ Need to re-assess sales/commissions structures, use accelerators.

MICROSOFT DYNAMICS CRM THE ROAD AHEAD

Winning Customer Scenarios

On-premises Systems

Cloud Services

CRM ApplicationsSales Productivity – Customer Care – Marketing

xRM Framework

Extended CRM Applications

Industry Solutions - Custom Applications

BrowserPC Phone

Connected Services, Devices, Experiences

Dynamics CRM – The Road Ahead

Rapid Release Cadence

Server and Cloud Deployment Options

Marketplace Extensibility

Unified O365 Experience*

Unified Provisioning

UnifiedBilling**

Unified Administration

EnterpriseCloud

Identity Federation

In-Region Disaster Recovery

Feature Enhancements

New BI Capabilities

Enhanced Dialogs

Enhanced Data Cleansing

Social(Wave 1)

ActivityFeeds

WP7 Activity Feeds App

A Look at the Q4 2011 CRM Online Service Update

* Note: For end-users, the O365/CRMOL experience is unified today.** Note: For EA customers, billing is already unified today..

Online and on-premise

THE CONNECTED CLOUD EXPERIENCE

Craig SteereTechnical Solution ProfessionalMicrosoft Dynamics CRMMicrosoft Australia Pty Ltd

demo

Coming Soon…

In H1 2012, Dynamics CRM and Dynamics CRM Online will add support for multiple web browsers on PCs and Macs:

• Google Chrome

• Mozilla Firefox

• Apple Safari

OPPORTUNITIES FOR PARTNERS

Key Offers for Partners and Customers

Extended CSA Promo

Dynamics CRM Online 40% Margin on

Initial 12-Month Contract

Valid through29 June 2012

Extended Launch Promo

Dynamics CRM Online of $42.25 AUD

user/monthValid through

31 December 2012

Note: Standard $54.75 AUD

Program What It DoesDynamics CRM OnlineInternal Use Rights (IUR)

Allows you to run your business on Dynamics CRM Onlineat no charge, for up to 250 users. http://bit.ly/crmolpiur

Dynamics Cloud PartnerProfitability Guide

Analyses the drivers of partner profitability in the cloud business model, and provides detailed guidance and recommendations. https://partner.microsoft.com/global/40162698

Dynamics CRM OnlineDevelopment Account

Provides a 12-month development account to demo your solutions to prospects and get them from trial to subscription. http://bit.ly/dyncrmoldemo

Dynamics CRM OnlinePartner Trial on Behalf

Guide on how to set up and configure CRM Online trials and transition them to customers. https://partner.microsoft.com/40129433

Dynamics CRM 2011 Sales andTechnical Training

Instructor-led and online training. Variety of training options at http://bit.ly/crmtraining

CRM Online + Office 365 Sales and Marketing Kit

Discover the Dynamics CRM Online + Office 365 Integration Campaign Kit http://bit.ly/crm365kit

Key Programs for Dynamics CRM Partners

NEXT STEPS AT APC

Key CRM Sessions to Attend at APC

(AP036) Better Together: Increase your sales with Dynamics CRM Online, Office 365 and Windows IntuneWednesday | 1:45 P.M. – 2:30 P.M.

(AP045) Dynamics Marketplace - What does it mean to you?Wednesday | 2:45 P.M. – 3:30 P.M.

(AP056) Using what you already have - the easy way to use Microsoft CRM Online to improve the way you do business, serve customers, and sell moreThursday | 8:45 A.M. – 9:30 A.M.

(AP058) Be Dynamic: Opportunities for Growth with Microsoft DynamicsThursday | 8:45 A.M. – 9:30 A.M.

(AP062) Evolve your ISV business with Microsoft Dynamics CRM in the Cloud and On-PremiseThursday | 9:45 A.M. – 10:30 A.M.

(AP074) Microsoft Dynamics CRM Online – Ready, Set, GO!Thursday | 11:00 A.M. – 11:45 A.M.

(AP089) Competing with CRM against Salesforce.comThursday | 1:45 P.M. – 2:30 P.M.

LEARNMORE!

Dynamics CRM 2011 – Don’t Fall Behind!

CRM 2011 Applications TrackSelect any two:

$1544 $1350

All four courses:

$3088 $2500

Marketing Automation (1 day)Sales Management (1 day)Service Management (1 day)Service Scheduling (1 day)

CRM 2011 Essentials track$3860 $2950Installation and Deployment + Customization and Configuration (5 days)

CRM 2011 Developer track$4632 $3500Customization and Configuration + Extending (6 days)

Harness the power of Microsoft Dynamics CRM 2011 with the following training packages from Advanced Training!

Pick up a flyer at the Microsoft Dynamics Booth @ the Exhibit area.

Please note that all prices are exclusive of GST. This offer is only valid for specific dates in Melbourne, Sydney and Brisbane.

Contact Edgar Kautzner from Advanced Training for details on (03) 9300 3600 or edgar@advancedtraining.com.au

PARTNER RESOURCES

Ensure potential customers can find you on Pinpointhttp://pinpoint.microsoft.com/en-AU

Get paid – ensure that you qualify for the CRM Certified Software Advisor incentive. Speak to your PAM for more info

Differentiate your business by signing up to the Customer Relationship Management competencyhttps://partner.microsoft.com/Australia/program/competencies

Leverage the Partner Marketing Centre to help you reach more potential customers https://partner.microsoft.com/Australia/salesmarketingsection

Skill up your teams for success with the Partner Learning Centre and local Readiness https://partner.microsoft.com/Australia/trainingevents

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