what’s new in microsoft dynamics crm 2011. customers have unparalleled access to product...

What’s New in Microsoft Dynamics CRM 2011

Customers have unparalleled access to product information

Barriers to switching rapidly eroding

Staff reductions mandate organizations do more with less

Positive customer experience key to success

A Competitive Landscape

92% flat or declining

8.1% increasing

“As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.”

Customer Service Wave Report

Forrester Research

STAFF CHANGE OPINIONS % OF RESPONDANTS

Cutting IT Headcount by 1%-15% 50.3

Cutting IT Headcount >15% 12.4

Increasing IT Headcount 1%-5% 7.6

Increasing IT Headcount >15% 0.5

No headcount Increase/Decrease 29.2

FAMILIAR

Natural &Personal

CONNECTED

Collaborative &Integrated

INTELLIGENT

Insightful &Actionable

Based on 3 Key Design Principles

FAMILIAR CONNECTEDINTELLIGENT

Office Fluent UI Experience

Next-gen Outlook Client

Role-Tailored Forms & Views

Advanced Personalization

Field Level Security

Productivity Enhancements

Excel Enhancements

Real-Time Dashboards

Guided Processes

Inline Visualization

Goal Management

Conditional Formatting

Enhanced Queues

Pervasive Auditing

Business Connections

Contextual SharePoint

Solutions Management

Dynamics Marketplace

Declarative Design

Team Management

Developer Tools

2011 = The Power of Productivity

FAMILIAR CONNECTEDINTELLIGENT

Office Fluent UI Experience

Next-gen Outlook Client

Role-Tailored Forms & Views

Advanced Personalization

Field Level Security

Productivity Enhancements

Excel Enhancements

The Power of Productivity: Familiar

Office Fluent UI

• CRM Ribbon

• Visual page flow

• Adaptive by task

• One-click to customize

Next-Generation Outlook Experience

• Rich forms & views

• Preview panes

• Multi-tenant aware

• Enhanced performance & synchronization

Role Tailored Forms and Views

• Role-based forms

• Unlimited customization

• Nested security access

• Web and Mobile

Advanced Personalization

• Personal views

• Record Push-Pins

• Most-Recently Used lists

• Navigation preferences

Field Level Security

• Full field level security

• Profiles and rules

• Read/write/create

• Interactive override

Productivity Enhancements

• Custom activity types

• Dynamic Marketing Lists

• Product catalog enhancements

• Data management enhancements

Excel Enhancements

• Analyze and edit

• CRM record filtering

• PowerPivot support

• BI for everyone

FAMILIAR CONNECTEDINTELLIGENT

Real-Time Dashboards

Guided Processes

Inline Visualization

Goal Management

Conditional Formatting

Enhanced Queues

Pervasive Auditing

The Power of Productivity: Intelligent

Real-Time Dashboards

• Real-time presentation

• Personal dashboards

• End-user design & creation

• Extensible dashboards

Guided Processes

• Process Dialogs

• Adaptive processes

• .NET4 Workflow

• Web-services integration

Inline Visualization

• Inline Visualizations

• Data drill-down

• Real-time filtering

• End-user charts

Goal Management

• Flexible goal management

• Fiscal or custom period

• Roll-up or child goals

• Manager override

Conditional Formatting

• Rules against any entity

• Guided UI for rule definition

• Multiple formatting options

• Same experience as Outlook

Enhanced Queues

• Queues against any entity

• Work state management

• Team and indiv. queues

• Lock-down capability

Pervasive Auditing

• System-wide auditing

• Record or field level

• Automatic audit trail

• Pre-configured areas

The Power of Productivity: Connected

FAMILIAR CONNECTEDINTELLIGENTBusiness Connections

Contextual SharePoint

Team Management

Declarative Design

Solutions Management

Dynamics Marketplace

Developer Tools

Business Connections

• Flexible roles

• Social connections

• Influence tracking

• Expansion for future scenarios

Contextual Documents

• In-context documents

• Custom content types

• Tag clouds and social

• Check-in/check-out

Team Management

• Team ownership of records

• New team roles

• Multiple types of teams

• Workflows against teams

Declarative Design

• One click to customize

• Drag-and-Drop UI

• Navigation Editor

• Multiple forms per entity

Developer Tools

• WCF and .NET 4.0

• Web Resources

• .NET data types

• Open Data Protocol (OData)