of all internet users are now active on

social media

72%of internet users trust consumer opinions

posted online

68%

of consumers are willing to pay more for a better

customer experience

86%of customers have left a

brand due to bad customer service

65%

Personalized | Proactive | Predictive

Market smarter

Customer engagement

Careeverywhere

Selleffectively

44 QUARTERSof high double digit growth

CRM business by numbers

Platform

Business AppsProductivity

2x CRM online

Revenue

3x Net Seat Adds

4x CRM online with

One Million +

Ab

ilit

y t

o e

xecu

te

Completeness of Vision

Enterprise CRM Suite

Mid-market CRM

Suite

Small Bus. CRM Suite

Salesforce

Automation

Case Management

2015 Winners by category:

Our Strategy: Unified Service

Agent ExperiencePhone

Email

Chat

SocialCommunity

MessagingWeb

Video

Internet of Things

Cobrowse

Case

Management

Knowledge

Management

Business

Process

Voice of the

Customer

Service

IntelligenceMobile Field Service

• Depth of capability

• Engagement-centric

• Enterprise and Global

• One Microsoft

• Total cost of ownership

Zero In Win Faster Sell More

The easy to adopt, easy to use Microsoft solution for sales productivity transforms sales teams into top performers that are

highly connected and collaborative by surfacing the right information at the right time no matter where they are so they

can engage their customer in meaningful ways.

See your sales

data in a whole

new way with

Power BI

Identify the right

opportunities with

Microsoft Social

Engagement

Engage with

relevance using

Insights

Drive desired

outcomes and

best practices with

Guided Selling

Leverage

connections to get

referrals

Untether yourself

and your work

Discover the right

content via

machine learning

Collaborate with

your team to close

more deals

Tap into the social

intellect of your

company

Yammer

SharePoint

Skype

Delve

CortanaBusiness & Personal

intelligence

DelveRelationship

Azure ML Cloud

PER

SO

NA

L &

BU

SIN

ES

S I

NT

ELLIG

EN

CE Cortana with

CRM

Surface information from CRM alongside information from Outlook and other tools in Cortana

Expanded view of key CRM records.

Quick navigation to record in CRM

Integrated with Azure ML Recommendation API

Configure and build recommendation model in Dynamics CRM using historical data

Embedded Insights in Dynamics CRM

Mix ML and product links based recommendations

Trending documents in your

network

Mobile User Productivity

• Document management

• App-to-App deep linking

• CRM app for Outlook

Mobile Platform for Business Analysts

• Interactive controls

• Task based experiences

• Mobile client form preview

• Web Resources & IFRAME

Enterprise Grade

Capabilities

• Offline support

• Mobile management with

Intune

BU

SIN

ES

S U

SER

CEN

TR

IC

Task Based ExperiencePreview

Allows users to focus on the tasks they need to perform

Data and actions from multiple entities brought together

Support for business logic and task branching

OR

CH

ES

TR

AT

ION

& C

OM

PO

SIT

ION

App to App De-linking

Deep linking directly to a record/view/dashboard in the CRM mobile app

Inbound links from other apps (email, mashups ) to CRM with mobile-specific URI

Built-in email sharing for apps

PR

OD

UC

TIV

ITY

Document Management

View documents in context of opportunity, case or any entity

Seamlessly integrates with Office for documents

View private documents on OneDrive for Business or team documents in SharePoint

Phone & Tablet for CRM Online Customers only

EN

TER

PR

ISE C

EN

TR

IC

Azure based Middleware for scalability

Automatic Playback of Offline Actions

Users get offline data based on segmentation rules

Easy set up with profiles & templates

OR

CH

ES

TR

AT

ION

& C

OM

PO

SIT

ION

iFrame & Web Resources

• Extensibility and Integration within tablet apps for CRM

• Custom UI and Logic using Web Resources

• Composition of services using IFRAME

• Mashups extended to Windows 10

BU

SIN

ES

S U

SER

CEN

TR

IC

Mobile Client Form Preview

High-fidelity preview of

the mobile forms and

dashboards when editing

and applying

customizations

Full preview of both

phone and tablet form

factors

EN

TER

PR

ISE C

EN

TR

IC

Mobile Management

Corporate

Personal

Protect enterprise data using Microsoft Intune

Policy Managed apps for iPad and iPhone

Share templates across team

members

Pre-built templates for

different business cases such

as incentive compensation

calculation

CRM App for Outlook v2

Hybrid scenarios

One Drive for Business

Document

Generation

Server Side GenerationExcel & Word Templates

Personal & Organization

Scope

Scenarios

Excel Pipeline analysis

Excel Case Summary

Word Quote & proposal Quick Generation Two clicks from command bar.Many clicks including convoluted mail

merge process.

Template Options Word, Excel and email templates. Word and email templates.

Output Options Supports Word, Excel and email. Word and email.

File Delivery &

StorageStore on client device. Store on client device.

Across All Regions

EMEA & APAC

Phone OWA

Available across all devices

Excel TemplatesHybrid

scenariosOne Drive

for Business

Productivity

Platforms

Firefox, Safari & Outlook on Mac

Track your Outlook email while on the go

Quickly add email senders as CRM Contacts

Easily create new records

View contextual CRM information about the email sender

Share these documents with

other individuals

Private document storage,

Private One note

All document sources in one

place

Excel TemplatesCRM App for

Outlook v2Hybrid

scenariosOne Drive

for Business

Close more dealsGet recommendations on potential leads,

people to follow and content to share

InsightsStay on top of your Customers and

Competitors

NetworkGrow and engage your social network

Social Selling

Create Cases in CRM from MSE Leverages Any-2-Any framework

Rule-based creation and ability to

determine escalation path

Retrieve Case details from CRM

in MSE Configuration to retrieve specific attributes

from Case in MSE

Social Care experiences in MSE Sort and filter MSE posts based on “link” to

CRM

Improve productivity Finding things should be easy and fluid

Simplify Navigation

More contextual actions

Reduce / eliminate redundancy Repeating information creates confusion and complexity

Relevancy Identifying the most important information to each user, at

the time and place they really need to see it

Unified User Experience Use common UI patterns with other CRM products

Visual styling

Typography

Iconography

Article history, notes

and tasks

Business process

flow

Version information

All the relevant

actions

Voice of the Customer

Use cases in Sales Service & Marketing

Surveys across channels

Quick creation

of surveys

through a rich

designer

experience

• Higher Field Engineer utilization with schedule and route optimization

• Integrated mobile app

• Manage service parts

• Differentiated offerings with service contracts

• Track customers assets

• Configurable cloud based application

Session Signpost