Retail is transforming

Case – Business model

6

Easy access to a

variety of music

and movies

Customer

information? Product sales

StoresExtended supply chain

High operational

costs

Case – Business model

7

Unlimited access

to digital music

and digital

movies

Customer

information Ongoing subscriptions

Online steaming site

Subscription partners

No supply chain

Low operational

costs

The New Customer Shopping Journey

Events Press

Search

Marketing

In-Store

Word of

Mouth

Social

Network

Manufacturer

Website

Manufacturer

Website

Manufacturer

Website

In-Store In-Store

Mobile

Mobile

Retailer

Website

Retailer

Website

Retailer

Website

How-To VideoReviewsPR Social

Friends

Media

Advertising

Pop-up Stores

Blogs

And creates a multitude of opportunities to connect with them…Unfolds Everywhere, Anytime, On Any Device

Loyalty

Programs

CRM Activities

Advertising PR

Media

10

Events Press

Search

Marketing

In-Store

Word of

Mouth

Social

Network

Manufacturer

Website

Manufacturer

Website

Manufacturer

Website

In-Store In-Store

Mobile

Mobile

Retailer

Website

Retailer

Website

Retailer

Website

How-To VideoReviewsPR Social

Friends

Media

Advertising

Pop-up Stores

Blogs

Loyalty

Programs

And creates a multitude of opportunities to connect with them…Unfolds Everywhere, Anytime, On Any Device

CRM Activities

Advertising PR

Media

11

The New Customer Shopping Journey

Omnichannel Integration

Microsoft Dynamics 365Business applications

Microsoft

Sales

CustomerService

Field Service

Project ServiceAutomation

Operations

Finance

Marketing+ Adobe

Microsoft

Sales

CustomerService

Field Service

Project ServiceAutomation

Operations

Finance

Marketing+ Adobe

Purpose-built

Productive

Adaptable

Dynamics 365

Characteristics

Intelligent

Purpose-built business applications

SalesOpportunity management

Social sellingContent

collaborationMobile sales

Planning & management

Intelligence

Customer

ServiceOmni-channel Portal

Agent enablement

Onsite service

Knowledge Intelligence

Marketing *

Field

ServiceScheduling

and dispatch

Asset and warranty

management

Service agreements

Inventorymanagement

Mobile Intelligence

Project

Service

Automation

Opportunity management

Resource management

Time and expenses

Project planning

Team collaboration

Customer billing

Intelligence

Operations RetailProcurement and sourcing

Supply chain management

Project accounting

Human capital management

ManufacturingFinancial

managementIntelligence

Adobe and Microsoft announced plans for a strategic partnership. Microsoft will make Adobe Marketing Cloud its preferred marketing service for Dynamics 365 Enterprise edition.

Common application platform: PowerApps, Microsoft Flow, Common Data Model

Microsoft AppSource

Microsoft Dynamics 365

Operations Sales

Field

Service

Customer

Service

Sales

Field

Service

Customer

Service

Operations

Before Now

Dynamics CRM

• Field Service

• Project Service Automation

• Parature

Dynamics AX

Project Madeira

Dynamics 365 for Sales

Dynamics 365 for Customer Service

Dynamics 365 for Field Service

Dynamics 365 for Project Service Automation

Dynamics 365 for Operations

Dynamics GP

Dynamics NAV

Dynamics SL

Dynamics GP

Dynamics NAV

Dynamics SL

Dynamics 365 for Financials