AP049 Microsoft Dynamics CRM 2011 and the CloudRoss Dembecki / Lead Product ManagerCraig Steere / Technical Solution Professional

Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems

xRM Framework

Core CRM

Sales Productivity

Customer Care Marketing

Extended CRM

Industry Solutions

Custom Applications

AP029: Selling Dynamics CRM: The sales productivity proof points

AP049: Microsoft Dynamics 2011 and the Cloud

AP107: Customer Care Accelerator

AP115: xRM Framework: A Faster Way to Build Business Applications

• Over 1,400,000 users in more than 80 countries with 40+ languages

• Over 23,000 customers fromsmall to enterprise

• Over 1,200 software and services partners with new Dynamics CRM competency

• Over 100 service providershosting Dynamics CRM solutions

• Highest rated CRM suite by Forrester, Leader Quadrant by Gartner

• Multi-tenant architecture for cloud and on-premises deployment

• Regional datacenters in the Americas, EMEA, and APAC

• Accreditations: ISO 27001:2005 and SAS 70 Type I and Type II attestations

• SLA: 99.9% uptime, 24/7 support

• Developer symmetry between our cloud and on-premises assets for integration and extensibility

• More value for less helps customers make the most of their investments

Business at a Glance

“I don’t think anybody isoffering CRM the way

that Microsoft is.”

~ Warren Wilson, Ovum “It’s hard to see significant obstacles to continued CRM

growth over the coming years.”

~ Bo Lykkegaard, IDC

“Microsoft is going beyondchallenging Salesforce.com”

~ Nick Kolakowski, eWeek

STRONG MARKET MOMENTUM

“Buyers also like Microsoft Dynamics CRM’s usability, lower price, and its quick time-to-value compared with traditional CRM

applications.”

~ Bill Band, Forrester

“Salesforce.com and Oracle CRM On Demand customers within

12 months of their contract renewal should evaluate Dynamics CRM Online.”

~ Rob DeSisto, Gartner

CRM NAMED A LEADER BY TWO INDEPENDENT RESEARCH FIRMS

Leaders Quadrant for Customer Service Contact Centers – April, 2010

Leaders Quadrant for Sales Force Automation – July, 2010

Leader CRM Suites Large Organisations Wave – June, 2010

Leader CRM Suites Midsized Organisations Wave – June, 2010

Leader Customer Service CRM Suites Wave – June, 2010

MICROSOFT DYNAMICS CRM 2011

LAUNCH TIMELINESeptember 2010

CRM 2011 beta with Dynamics Marketplace

“Microsoft Dynamics CRM 2011 beta for Online & on-premises; Dynamics Marketplace debuts”

“Microsoft Dynamics CRM Online releases worldwide, with connectors to Dynamics GP & NAV”

Q4 2010CRM Online RTW

“Microsoft Dynamics CRM 2011 release to manufacturing

(RTM) for on-premises and

hosters”

Q1 2011CRM 2011 RTM

• Briefings @ APC• Promote Beta sign up

• Global Readiness Tour in SYD on Oct 18 and MELB on Oct 19

• Customer/Through Partner Events

• Microsoft Cloud activity

On-premises Systems

Cloud Services

Core CRM ApplicationsSales Productivity – Customer Care – Marketing

xRM Framework

Extended CRM Applications

Industry Solutions - Custom Applications

BrowserPC Phone

Winning Customer Scenarios

SOURCE: GARTNER (June and July 2009)

FAMILIAR

natural &personal

CONNECTED

collaborative &

integrated

INTELLIGENT

insightful &actionable

THE POWER OF PRODUCTIVITY

SOURCE: GARTNER (June and July 2009)

FAMILIAR CONNECTEDINTELLIGENT

Office Fluent UI experience

Next-gen Outlook client

RoleTailored forms & views

Advanced Personalisation

THE POWER OF PRODUCTIVITY

• Role-based Forms

• Unlimited customisation

• Nested security access

• Web and Mobile

ROLETAILORED FORMS AND VIEWS

SOURCE: GARTNER (June and July 2009)

FAMILIAR CONNECTEDINTELLIGENT

Office Fluent UI experience

Next-gen Outlook client

RoleTailored forms & views

Advanced Personalization

Real-time Dashboards

Guided Process

Visual Analysis & Navigation

Declarative Design

THE POWER OF PRODUCTIVITY

• Process Dialogs

• .NET 4.0 Workflow

• Adaptive processes

• Web-services integration

GUIDED PROCESSES

SOURCE: GARTNER (June and July 2009)

FAMILIAR CONNECTEDINTELLIGENT

Office Fluent UI experience

Next-gen Outlook client

RoleTailored forms & views

Advanced Personalization

Real-time Dashboards

Guided Process

Visual Analysis & Navigation

Declarative Design

Business Connections

Contextual SharePoint

Cloud solutions & extensions

Dynamics Marketplace

THE POWER OF PRODUCTIVITY

• Documents in-context

• Custom Content Types

• Tag Clouds and Social

• SharePoint Online & On-premise

CONTEXTUAL SHAREPOINT

DEMONSTRATIONCraig Steere

• Application and Professional Services Offerings

• New Optimised Search Logic

• Ratings and Reviews

• Discover, Download and Deploy Applications

• Integrated with Dynamics CRM 2011

• Replacing Solution Finder end of 2010

DYNAMICS MARKETPLACE

CRM AND THE CLOUD

ON PREMISE HOSTED PUBLIC

SaaS

PaaS

IaaS

2009 2010 2011

U$8.6B

U$2.1B

U$8.6B

U$2.5B U$3.0B

$U9.0B

24%29%

33%

WW CRM Market

WW SaaS CRM Market

Source: Gartner, IDC, Microsoft estimates

CUSTOMER DEMAND FOR CLOUD CRM

CRM in Australia est.

at U$129M for FY11

33% = U$43M

ON PREMISE HOSTED PUBLIC

SaaS

PaaS

IaaS

Instant anywhere access

Low up-front cost

Rapid Deployment

Managed by Microsoft

Financially backed 99.9% uptime SLA

SERVICE OVERVIEWEnterprise class CRM service, delivered in the cloud, hosted by Microsoft

Latest release of Dynamics CRM

5 GB data storage

200 custom Workflows

200 custom Entities

Offline access

Mobile Express

Subscription Includes Benefits of Online Services

FULL EXTENSIBILITY IN THE CLOUD

1. Scales to Multi-Thousand Seat Deployments

2. Provides Deep Customisation & Integration

3. Delivers Instant-on & Rapid Time to Value

4. Provides Industry-leading SLA (99.9%)

5. Offers native integration to BPOS & SharePoint

6. Available via Enterprise Agreements (EA)

7. Better than Salesforce.com Enterprise at 1/3 the cost

CRM ONLINE IS READY FOR THE ENTERPRISE

Software-Plus-Services

Web Self-Service Volume LicensingCustomer Profile• New Dynamics CRM Online Customers• 12 month term length, monthly billing,

pay by credit card. Contract auto renews

Benefits • Fast (enter payment info directly)• Simple online license management• Easily add licenses and storage online

Customer Profile• Existing customers with Enterprise and

Campus / School Agreements• Coterminous with underlying enrolment,

pay up front or annually

Benefits • Programmatic price discounts for

volume purchasing• Software and services IT strategy

DYNAMICS CRM ONLINE LICENSING

User SubscriptionLicense (USL) USL

Step-Up USL

CRM CAL with SA

+OR

GET BEHIND DYNAMICS CRM

5%

40%

250

Promotional rate for Dynamics CRM Online CSA program & reduced requirements to become Dynamics CRM Online CSA partner

Referral revenue opportunity for lead discovery and identification for Dynamics CRM & ERP

Up to 250 seats of Microsoft Dynamics CRM Online available to MPN partners for internal use to fuel sales & marketing

WHAT PARTNERS THINK

2009-2010 Monitor interviews with 78 U.S. & European partners on partner economics & Intune; Beta study ongoing

Revenue Oppty’s

$3.3k

Business Consulting & Customisatio

n Services

$2.3k

Deployment &

Implementation Services

$2k

Managed Services

$1k

Partner of Record Fees

BPOS

~$8,600

$7k $10.5kDynamics CRM Online

~$27,000 (20 seats)

$8k $12k

18% First Year 6% Annuity

+22% First Year(FY11 Promo)

40% First Year 6% Annuity

TRANSFORMING TO THE CLOUD

How Partners Can Position Themselves for Success in Cloud Computing

IPED Channel Research, Consulting & Education

WINNING WITH DYNAMICS CRM ONLINE

http://bit.ly/CRMOLPARTNERMODEL

Transform to Win• Deals 5 – 50 users, changing to mid-size & larger

orgs• Customers are IT resource constrained• Decision makers run line of biz & seek simple

solutions• CRM is recession friendly - biz stay close to

customers

Expand Your Reach• 70% of sales from new clients• New segments – web centric industries like

retail, distribution, SMBs• New scenarios – i.e. branch offices

Grow Your Revenue• CSA Fees – develop recurring revenue• Services – evaluation, migration, consulting

Improve Your Business Velocity• Increase capacity - new sales and delivery

models• Scale – sell to multiple customers remotely• Margin – recurring revenue + services attach

Call To ActionSign-up to be a CSA Fee Partner or a CRM/ERP Referral Partner

Use Dynamics CRM via Internal Use Rights Benefit

Attend CRM Global Readiness Tour: 1 Day – 2 TracksSydney: October 18th Melbourne: October 19th

Register Now: http://bit.ly/CRM2011GRT

Leverage the Dynamics CRM 2011/Online Beta• Public Beta – Customers, partners and prospects• September – Released & available for both Online and on-premises• Beta Sign-up - http://crm.dynamics.com/crm2011beta

Web: http://crm.dynamics.com Twitter: @rossd_crm

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