The customer-focused future

Fukiat JulnualFukiat.julnual@microsoft.com

CRM Technology Specialist

Microsoft Dynamics

Microsoft (Thailand) Limited

April 9,2009

What Technology Analysts Are Saying

“Business Process & Application pros must get serious about:

• Prioritizing lower-risk projects focused on efficiency and performance

• Financially justifying process and application investments

• Understanding how to negotiate better application deals”

Business Process & Applications Professionals:

Must-Read Research In An Economic Downturn

October 2008

What Technology Analysts Are Saying

“If there’s one technology area where you should increase your investment

today, it’s customer relationship management (CRM), particularly on the

customer service and support side. As wallets shrink, customers will continue to

do business with companies that treat them well. Continuing to invest in

streamlining contact with your customers — through multichannel service and

support, Web self-service, and greater customer community interaction — can

reduce your overall costs while keeping customers happy.”

Managing IT In An Economic Downturn

October 2008

Why Invest in CRM in a Tough Economy?

• Maximize your return on

your company’s investments in

sales, service, and marketing

• Maximize the value of every

existing customer relationship

• Drive real-time visibility of

all customer-facing processes

FIVE KEYS

TO LEVERAGING CRM

IN A CHALLENGING

ECONOMY

#1: Focus on Existing Customers

• Get a single view

of the relationship

• Understand what each

customer needs next

• Establish processes for

retention and growth

• Get a consolidated view across

touchpoints and transactions

• Analyze downside risk and upside

potential in each relationship

• Drive programmatic engagement

#2: Prioritize Sales Investments

• Know your sweet spot

(target deal size/type)

• Balance mainstream

deal mix against

“elephant hunting”

• Embrace technology

to streamline processes

• Analyze deal mix and profitability

• Allocate resources for sustained

growth, not just quick wins

• Connect people and processes

with enabling technology

#3: Simplify the Service Experience

• Simplify the

agent experience

• Simplify the

customer experience

• Reassess your

escalation and

approval paths

• Simplify the agent desktop

• Improve speed and consistency,

and reduce the learning curve

• Minimize service handoffs

to improve satisfaction

#4: Rightsize Your Service Costs

• Analyze patterns in

service history

• Move simple and

low risk transactions

to self-service

• Provide opt-outs

for assisted support

• Know satisfaction levels

and drivers by customer type

• Put knowledge lookup and

basic transaction status online

• Tier opt-outs by customer type

#5: Rethink Your Marketing Strategy

• Know your ROMI

(return on marketing

investments)

• Know your ROC

(return on customer)

• Link demand generation

to sales execution

• Get lead-to-revenue visibility

• Know your share goals/strategy

• Cancel any marketing activities that

are not aligned to sales capacity

MARKET LEADERSHIP

• 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. Affordable

• Full CRM suite of marketing,

sales, and service

• Native Office experience

for rapid adoption

• Multi-language with more

than 40 languages

• Advanced SOA / Web

services architecture

Microsoft Dynamics CRM at a Glance

Microsoft Dynamics CRM: Global Customer Base

Professional ServicesFinancial Services Manufacturing

Retail & Hospitality

Health & Life Sciences

Public SectorTravel &

Entertainment

Customer Awards

Gartner 1:1 Excellence Award 2008

Sales Optimization: Gold Winner

Gartner 1:1 Excellence Award 2008

Sales Optimization: Silver Winner

CRM Magazine Elite Awards, 2008

Outstanding CRM Implementation

CRM Magazine Elite Awards, 2008

Outstanding CRM Implementation

• Increased revenue by 115%

• Maintained a 97.8% customer renewal rate

• Reduced backlog of installation tickets by 51%

• Increased same-day closing of trouble tickets by 14%

• Saved staff 2,050 hours by eliminating manual

processes and duplicate records

• Increased sales productivity and

drove additional revenue

• Streamlined handling of 20,000 student accounts

• Centralized sales data and processes

• Improved forecast speed and accuracy

• Gained better insight and improved cross-sell

effectiveness

• Improved sales productivity and efficiency

• Multi-currency, multi-language capabilities facilitate

global expansion

• Integrated processes fully with corporate systems

Perspectives on Dynamics CRM

Record-Centric Customer Service Solutions, Q4, 2008

The Forrester Wave™: Enterprise CRM Suites, Q3 2008by William Band

The Forrester Wave™: Midmarket CRM Suites, Q3 2008by Pete Marston

Multichannel Sales Force Management Software, Q4 2008

Direct Sales Force Management Software, Q4 2008

“Microsoft Dynamics CRM is a Leader

in SFA. ... An added bonus is that the

solution deploys quickly, giving buyers a

fast time-to-value. Its low license and

subscription costs make it an attractive

sales application for enterprise and

midmarket firms that are highly cost-

sensitive.”

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The Forrester Wave™: Sales Force Management, Q4 2008by Pete Marston

“Microsoft Dynamics CRM shines by

offering flexibility to enterprise buyers.

Its strategy for growth is to offer buyers a

choice of both on-premise and SaaS

service deployment, a flexible user

interface, a choice of payment options,

and a strong partner community.”

“Buyer interest in Microsoft Dynamics

CRM is high in the SMB market and is

growing in the enterprise segment.

Deployment options include on-premise,

SaaS, hosted, or hybrid.”

The Forrester Wave™: Customer Service Software

Solutions, Q4 2008by Natalie L. Petouhoff, Ph.D.

Sales Force Automation Customer Service / Contact Centers

Momentum with Analysts: Gartner

TECHNOLOGY ROADMAP

Software + Services

Investments Across the Product Line

Going Beyond CRM to “xRM”

• Microsoft Dynamics CRM offers a flexible business

management platform that can be used to build

applications far beyond “CRM”

• Examples:

– The US Air Force uses Microsoft Dynamics CRM as a platform

to automate tasks across their organization

– A leading US financial services firm is building out

their HR staffing system on Microsoft Dynamics CRM

• We call this “xRM” – using Dynamics CRM’s strengths

in managing entities, relationships, and activities

to build a wide range of applications

Continued Innovation: CRM Accelerators

Analytics

eService

Event Management

Enterprise Search

Business Productivity

Extended Sales Forecasting

CRM Notifications

Sales Methodology Support

What’s the Biggest Risk in this Economy?

Failure to execute

against your

long-term goals

for market share,

business growth, and

profitability.

ขอบคุณครับ

ฟูเกยีรต ิจุลนวลfukiat.julnual@microsoft.com

CRM Technology Specialist

Microsoft Dynamics

Microsoft (Thailand) Limited

© 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market

conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Government customer: 16,000+ seats

High Technology customer: 6,000 seats

Financial Services customer: 7,000 seats

Hospitality customer: 5,000 seats

Manufacturing customer: 5,000 seats

Oil and Gas customer: 4,000 seats

And many more • 24,000 Concurrent Users with

Sub-Second Response Times

• 169,000 Business Transactions with

Over 1 Million Web Requests per Hour