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Steven Foster September 2011
Dynamics CRM Update, Roadmap and Social Media
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Dynamics CRM Update and Roadmap
Introduction
Dynamics CRM Update (10mins)
Dynamics CRM Roadmap (10mins)
Social Media and CRM (15mins)
Lets see it in Action! (5mins)
Questions
Agenda
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Dynamics CRM Update and Roadmap
Steven Foster: CRM Product Manager
My role is to drive the Microsoft CRM business, delivery and partner relationships
People call me passionate about CRM and even an evangelist!
I have been working in the field of CRM for over 12 years, implemented many CRM and xRM solutions and have experience across a broad range of CRM technologies, industries and countries.
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Dynamics CRM Update
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Dynamics CRM Update and Roadmap
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 – Grants 360
Custom Applications
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Dynamics CRM Update and Roadmap
Microsoft Dynamics CRM 2011 delivers The Power of
Productivity through familiar, intelligent and connected
experiences for people inside and outside an
organisation
The focus of CRM 2011
Familiar – natural and personal
Intelligent – insight and actionable
Connected –
collaborative and integrated
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Dynamics CRM Update and Roadmap
Business at a Glance
Over 2,00,000 users in more than 80 countries with 40+ languages
Over 30,000 customers from small to enterprise
Over 1,200 software and services partners with Dynamics CRM competency
Over 100 service providers hosting Dynamics CRM solutions
Regional datacenters in the Americas, EMEA, and APAC
Multi-tenant architecture for cloud and on-premises deployment
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
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Dynamics CRM Update and Roadmap
FORRESTER -Medium
“Microsoft Dynamics
CRM shines by offering
flexibility for large and
midsized organisations.”
~ Bill Band
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Dynamics CRM Update and Roadmap
Lots of Features ...
Business Process Management
• Business org. modeling
• Tree based designer
• Hyperlink support in prompts
• Static & dynamic response types for prompts
• Custom workflow activity
• Import/export process definition
• AppFabric integration
• Interactive workflow
Content Management
• Track changes
• Version control
• Automatic folder creation
• Secure file sharing
• Quick preview
• Simultaneous editing
• Single sign-in
• Text search with documents
User Experience
• Native Outlook search experience
• Column filters
• email template support
• Outlook Social Connector
• Record counts
• Re-occurring meetings
• Meetings bi-directional synch
• Context menus
• Accessibility compliance
• Voice recognition tools support
• Outlook follow-up/reminders
• Outlook categories on CRM records
• Data cleansing enhancements
• Data mapping
Personalization
• Multiple application use/switching
• Intelligent choice controls
• Dynamic forms
• Navigation shortcuts
• Flexible filtering and search
• View selection persistence
• Personalized synch folders
• Personalized reading pane
Customer Care
• Custom activities
• Customer care dashboard
• Case modeling
• KB article customization
• Workload management
• Flexible queues
• Business/contact center goals
• System-wide auditing
Sales
• Quota management
• Team selling capabilities
• Connections
• Custom currency
• Sales dashboard
• Write-in products
• Negative price support
Marketing
• Marketing dashboard
• Dynamic Marketing Lists
• Bulk update
• Rich CRM emails
• Improved Data Import Wizard
Customization and Extensibility
• Forms designer
• System views
• Visualization Designer
• Customizable dashboards
• “Any to Any” relationships
• Multi-factor authentication
• Interactive override for Field Level Security
• Global Jscript libraries
• HIPAA certifiable
Management and Administration
• Multi-nation setup
• Claims based set-up configuration
• Server admin automation
• Organization management automation
• Simple Internet-facing deployment
• MUI upgrades
• Org. update/upgrade
• Tenant by tenant upgrade migration
• Server farm updates
• Deployment Web-Services
Integration
• Azure Service Bus integration
• Firewall tunneling
• Bulk data load
Solution Management
• Solutions hosting
• Solution lifecycle management
• Managed properties
• Community rankings
• Listings details and management
• Search and navigation
Over 500 enhancements
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Microsoft CRM 2011
Roadmap
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Dynamics CRM Update and Roadmap
Microsoft is committed to the “power of choice”
allowing flexibility with deployment
Microsoft Dynamics CRM will continue to “harness and
surface” the collaboration capabilities from Microsoft
SharePoint, Microsoft Lync, and Microsoft Office.
Improved provisioning and evaluation of Microsoft
Dynamics Marketplace solutions
Roadmap May 2011 Highlights
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Dynamics CRM Update and Roadmap
Summary of Dynamics CRM Online Q4 2011 Update
Unified Office 365 Experience*
Unified Provisioning
Unified Billing**
Unified Administration
Enterprise Cloud
Identity Federation
In-Region Disaster
Recovery
Industry Certifications
Feature Enhancements
New BI Capabilities
Enhanced Dialogs
Enhanced Data Cleansing
Social (Wave 1)
Activity Feeds
Windows Phone 7 Activity Feeds App
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Dynamics CRM Update and Roadmap
Social Media – Micro Blogging Glimpse
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Dynamics CRM Update and Roadmap
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Social Media and CRM: A Practical Approach
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Social Media and CRM
What is Social Media and why does it matter?
How does Social Media relate to your organisation?
Microsoft Dynamics CRM and Social Media
Summary, discussion, and questions
Agenda
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What is Social Media?
The term social media refers to the use of web-based and mobile technologies to turn communication into interactive dialogue.
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Social Media and CRM
Image Courtesy of Espresso
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Social Media and CRM
Image Courtesy of Espresso
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Social Media and CRM
Image Courtesy of Espresso
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Social Media and CRM
Image Courtesy of Espresso
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Social Media and CRM
Image Courtesy of Espresso
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Social Media and CRM
People talk, just as they breath, eat and sleep
People also listen
An extension of the dinner table conversation
Same rules
Same behaviour
But: It’s Just People
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Social Media and CRM
Social CRM
Whether organizations like it or not, customers are
going to utilize social technologies to participate in
conversations, post thoughts and observations or
complain about your products and services
You can choose to listen and engage customers
through these new channels or ignore them
Conventional wisdom says that the former is the
preferred option
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Social Media and CRM
Casual Professional
Pri
vate
P
ub
lic
Blogs
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Social Media and CRM
Customer intelligence
Reputation monitoring
Lead generation
Customer service
Public relations
Campaign management
What can you get out of Social Media?
+ Effort + Risk + Reward
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Reputation Monitoring Tips
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Social Media and CRM
What do you do when your Social CRM Tool detects a
mention?
OMG! A Mention!
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Social Media and CRM
Each network has its own tone
Unwritten rules and expectations
E.g. Twitter: don’t auto-tweet other feeds
Don’t auto-DM new followers
Tone
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Social Media and CRM
Lurk before wading in
This means being engaged and online BEFORE an
event
Example: BP Gulf oil spill PR
Result: @BPGlobalPR
Detecting Tone
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Social Media and CRM
@BpGlobalPR
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Social Media and CRM
@BpGlobalPR
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Social Media and CRM
@BpGlobalPR
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Social Media and CRM
AKA “Network Effect”
I tell 10 friends, who each tell 10 more.
Inverse law: the harder you try, the less likely it will
happen.
Due to bullshit detection?
Viral Effect
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Social Media and CRM
Beware of the Streisand Effect
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Social Media and CRM
Don’t over react.
What would you do if someone made an incorrect
statement at a dinner party?
What if they were angry?
What about if someone was obviously an idiot?
Reaction
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Social Media and CRM
REACTION
http://www.wired.com/dangerroom/2009/01/usaf-blog-respo/
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Social Media in Dynamics CRM
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Social Media and CRM
Customer intelligence
Reputation monitoring
Lead generation
Customer service
Public relations
Campaign management
What can you get out of Social Media?
+ Effort + Risk + Reward
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Social Media and CRM
Managing Social Interactions
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Social Media and CRM
Account level profiling
Contact management awareness
Campaign Event – Connecting to more than just your
known contacts
3rd Party extensions – InsideView
What does it look like?
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Social Media and CRM
It doesn't have to be difficult
Add a lot of value with some simple configuration
Expand your network with a connected approach
Take Outs
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Questions
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Thank you
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