driving leadership in crm and xrm by competing with dynamics crm ross dembecki & jon farmer...
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Driving Leadership in CRM and xRM by competing with Dynamics CRM
Ross Dembecki & Jon Farmer
Microsoft Dynamics CRM
Microsoft
Some Business Highlights
• Great press coverage
• Strong recognition from “tier 1” analysts, and recognition as “Leader” in key analyst reports
MARKETING
• Strong growth in FY09
• Outstanding growth in Australia
• Triple digit growth in Partner-hosting
• Solid industry traction
SALES
1 Million Reasons to Celebrate
Thank You!
• More than 1,000,000 usersin over 80 countries
• Over 20,000 customers from small businesses to large enterprises
• Global network of software & services partners
• Full CRM suite of marketing, sales, & service
• Native Office experiencefor rapid adoption
• Multi-language with more than 40 languages
• Advanced SOA / Web services architecture
• Powerful platform for rapid application development
Dynamics CRM at a Glance
Fast. Flexible. Affordable.
Industry Recognition
FORRESTER: The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
GARTNER: The Magic Quadrant is copyrighted April 3, 2009 and July 15, 2008, respectively by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The Magic Quadrant graphic was published by Gartner, Inc., as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Microsoft.
•Microsoft and Intel performed scalability study announced in June 2009•Hardware cost per user reduced by 94% (MS: = $0.65 vs. SEBL = $10.71)• Intel processor architecture reduces power consumption by 30%
Oracle Siebel results based on published whitepaper, “Performance and Scalability Benchmark: Siebel CRM Release 8.0, Industry Applications and Oracle 10g R2 DB on Sun SPARC Enterprise T5440 server running the Solaris 10 OS,” October 2008
Enterprise Scalability Benchmark
Compete priorities for FY10
Keep Salesforce & Google out#1
Replace Oracle/Siebel #2
Surround SAP with CRM/xRM#3
Compete Pillars: Leverage our Strengths
Rapid Time-to-ValueAccelerated Implementation & Adoption for Sales, Service &
Marketing Professionals
Win vs. Salesforce.com • Customer Service win• 5 days for 40 CS Reps• S+S Delivery
Business ProductivityEnhanced Everyday use across
Applications and Devices
Win vs. Siebel • Outlook Productivity• Mobile Access• Excel Insight
Flexible PlatformChoice in Deployment &
Agile Solution Development
Total Cost of OwnershipFamiliar technology streamlines
deployment & simplifies management
Win vs. SAP • Easier to deploy• Easier to configure• Easier to manage
Partner EcosystemIndustry expertise & innovative
solutions that add customer value
Won with Online Won with On-Premise
Migration from Salesforce.com• Hybrid delivery• Multi-tenant• BDM-led design
Won with Hosted
Won with On-premise
Win vs. SalesLogix• Complete solution• Enhanced Integration• Fast Deployment
Won with On-Premise
Competing with Salesforce.comSalesforce.com Will Say Microsoft Response
Microsoft does not have DashboardsCRM Accelerator for Analytics provides predictive and historical intelligence Dashboards with data from CRM AND external systems
Microsoft claims to have improved usability through Outlook integration but still lags behind SFDC
Single-sign on and One-button Tracking for E-mail, Calendar and Tasks. Centralised Address book. Free/Busy Scheduling
Salesforce.com has pre-packaged integrations to leading Accounting & Financial ERP systems
Every integration is complex – and often requires customization. Web services and event-driven logic engine are strengths in comparison to SFDC trigger approach
Salesforce.com has lower TCO than Microsoft Dynamics CRM
Do the math. SFDC subscription costs can be 2-3x the license costs of Microsoft Dynamics CRM
Force.com applications can be built 5-times faster than .NET applications
Without debugging? With all custom application projects – mileage is going to vary. However, xRM provides huge acceleration over starting with raw .NET
Partner Compete Content
Available Today
•Crimson Consulting: CRM Usage and Satisfaction white paper•Nucleus Research ROI Modeling Tool and Research Note•Statement of Direction
Under Development
•Competing with Salesforce.com (Portal) •Salesforce.com Playbook•Nucleus Research – xRM Research Note
Content Available on Partnersource
Microsoft Dynamics CRM Strategy
Innovatein Sales, Service
and xRM
Focuson Enterprise
and Midmarket
Expand Channel Capacity in
Target Industries
Drive S+Swith CRM Online
and Partner Hosting
Win With Deep Microsoft
Stack Value
Innovation...
Extends the standard toolset of Microsoft Dynamics CRM to any mobile device
browser for online data access.
Choice of devices, clients and networks to best fit your people, your business and your environment
Mobile Express
Dynamics CRM Mobile Solutions
Extends Microsoft Dynamics CRM to both BlackBerry and Windows Mobile clients for
online and offline data access
Accelerate the development of custom mobile applications on Windows Mobile.
Mobile device management support.
Wave 2 Accelerators• Partner Relationship
Management (PRM)• Portal Integration• Social Networking
Dynamics CRM Roadmap
2008 20102009
CRM 4.0CRM
’V.Next’
Wave 1 Accelerators• 9 total released, including
eService, Event Management, Sales Forecasting & Analytics.
BizTalk 2006 Adapter
Rapid Innovation and Value for Customers
SharePointList
WebPart
Update Rollups Released every 5-8 weeks
MobileExpress
DeveloperToolkit
CRM ‘V.Next’Beta 1
Wave 3 Accelerators
OutlookClient
Update
Dynamics CRM ‘V.Next’ Roadmap
2009 2010
CRM ’V.Next’
RTM
CRM ‘V.Next’Beta 2
CRM ‘V.Next’ Beta 1
TAP ProgramCommenced
Software Design Review I
CRM OnlineUpgrade to
CRM ‘V.Next’
The road ahead…
Software Design
Review II
Align with Industry Solution AreasIndustry Solution Area Sales and Marketing Support
Financial ServicesAdvisory Services
Customer Centricity for Insurance
Advisory Services Platform
Customer Knowledge Customer Centricity for Banking
Public Sector
Citizen ServicesCitizen Services
Efficient & Sustainable Government
Citizen Services Platform
Gov Case & Records Mgt
Government 2.0
Case Mgt – Health & Social Services Improve Citizen Health
Patient Experience Improve Efficiency in Your Health Organisation
Manufacturing
High Tech – Sales Customer Centricity for High Tech
Industrial Equip. Mfg – Sales Customer Centricity for Industrial Equip. Mfg
Chemicals - Sales Customer Centricity for Chemicals
Professional Services
Professional Services – Client Experience
Customer centricity for Professional Services Organizations (PSO)
xRM - One Platform. Many Applications
• Business application platform layer
• Accelerates the delivery of relational LOB applications
• Relational, process-centric, and adaptable
• Driven by a multi-tenant Microsoft architecture
Property Management
Contractor Management
Citizen Management
Dealer Management
Complaint Management
Certification Management Legal Case Management Employee Management
Logistics & Task Management Dealer Management Asset / Fleet Management
A Variety of xRM Applications
xRM Drives Business ResultsReplacing 70 applications
• Reducing development staff from 20 contractors to 8 contractors
Saves $138K per each system developed with xRM
• Reduced employee training by 3 months
• Increased user satisfaction (3.5 out of 4.0)
• Reduced data cycle from 6 weeks to less than 24 hours
Eliminated >40 custom LOB applications (Lotus)
• Consolidating additional 120 LOB applications in less than 1 year
Single repository gives users access to current data
• Elimination of manual entries (paper, spreadsheets redundant databases) reduce entry errors
Trade Management
Application Consolidation
Supplier / Quality
Management
Agriculture Management
Transforming Businesses with xRM
• Delivers new price-to-value equation
• One license. Many applications.
• Drives new partner opps– Deploys on-premise or
on-demand– 5 - 10x faster than custom
development– Deliver custom solutions
(VAR/reseller) and repeatable solutions (ISVs)
– Platform for legacy application consolidation and modernisation
Enables rapid development, deployment and management of multiple line of business applications
Vendor Management
Asset Management
Employee Management
Program Management
Supplier Management
Property Management
Recruit Management
Project Management
Contractor Management
Fleet Management
Resource Management
Product Management
xRM Platform
Shared Resources & Shared Environment
Partnership Management
Contract Management
Lifecycle Management
Customer Management
Grant Management
Licensing Management
Legislation Management
Task / Activity
Management
SharePoint
xRM
Unstructured & Semi-structured
Data
Social Engagement & Collaboration
Information Evolution &
Storage
Informal Rules Enterprise Search
Across Teams & Domains
Structured Relational
Data
Interactions, Activities &
Tasks
Information Generation &
Analytics
Formalized Processes
Data Query & Filter
Within Teams & Domains
SharePoint & xRM are ComplementaryCombined strengths cover broad business needs
xRM
Reef FieldingEnabling
Take a look...
xRM for Project Management
Project Management is about communications
Traditional Project Management applications are based in ERP systems
Project Managers detest accounting and accounting systems
Outlook is where Project Managers spend their life
Project and Construction industries have an established communication protocol of their own
xRM: RFI’s
xRM: Subcontracts
xRM: Variation Requests
xRM: Task Progress
xRM Project Management Summary
Microsoft Dynamics CRM provides an ideal platform for managing Project and Construction Industry communications
Leveraging the Microsoft Dynamics CRM toolset our IPM product shines as a state of the art Project Management application
IPM integration with NAV and AX and the IPM construction add-ons for these products go to create a complete project information and accounting system giving the right applications to the right people
CRM Hosted CRM Online*
Available Today
BPO / Vertical / Specialisation
Local Data Centers through Partners
Market availability in EMEA & APAC
Horizontal Online Offering
Regional Data Centers in EMEA/APAC
LateFY10
Grow S+S with Partners & Online
Partner Revenue Opportunity
Refer
Advertise
Support & Train
Consult
Design
Customise
Resell
Host
On-Premise CRM: 49 daysHosted CRM: 46 days
Partner services revenue:
Services opportunity for CRM Hosted is ~85-90% of CRM On-Premise
Partner Services Opportunity100 seat opportunity…
Software Assurance and Business Ready Enhancement Plan:– Access to new innovation via upgrades and new releases
– Unlimited access to eLearning
– Key driver of customer satisfaction and success
Flexible Licensing and Comprehensive Support
VolumeLicensing (VL)
Hosted CRMSubscription
Dynamics PriceList (DPL)
Volume LicensingVL “ref price” is Open Value (L + 3 yrs SA @ 25%) Workgroup Professional Enterprise
Server $4,805Incl. 5 User CALs
$3,844Per server instance
$9,612Per server instance
CALs (Named User or Device) Client Access License Limited Client Access License (Read-Only)
N/A $1,919$575
External Connectors - per server instance External Connector Limited External Connector (Read-Only)
N/A $9,612$3,844
CRM 4.0 On-Premise SKUs & PricingPrices are in Australian Dollars (AUD) and are ex-GST. Specific prices by program and geography vary.
Lower EC Price
New !
New !New !
Business Ready Licensing (ERP)BRL “ref price” is L + 3 yrs BREP @ 16% Workgroup Professional Enterprise
Server N/A$3,944
1 x Included no charge in Adv. Mgmt.
$9,861Per server instance
CALs (Named User or Device) Client Access License Limited Client Access License (Read-Only)
N/A $1,976$592
External Connectors - per server instance External Connector Limited External Connector (Read-Only)
N/A $9,861$3,944
NEW Customer VL Deal BRL DealExample: 30 user deal List Price Est. Net Buy
Price List Price Buy Price 40 pts
Buy Price 50 pts
1 x CRM 4.0 Professional Server $3,844 $2,306 $3,944 $2,366 $1,972
20 x CRM 4.0 CAL $38,380 $23,025 $39,520 $23,712 $19,760
10 x CRM 4.0 Limited CAL $5,750 $3,453 $5,920 $3,552 $2,960
TOTAL__ $47,974 $28,784 $49,384 $29,630 $24,692
CRM 4.0: Pricing Comparison – VL & BRLPrices are in Australian Dollars (AUD) and are ex-GST. VL prices are Open Value with 3 years of SA, BRL deal includes 3 years of BREP
Existing ERP Customer VL Deal BRL DealExample: 30 user deal List Price Est. Net Buy
Price List Price Buy Price 40 pts
Buy Price 50 pts
1 x CRM 4.0 Professional Server $3,844 $2,306 $0 $0 $0
20 x CRM 4.0 CAL $38,380 $23,025 $39,520 $23,712 $19,760
10 x CRM 4.0 Limited CAL $5,750 $3,453 $5,920 $3,552 $2,960
TOTAL__ $47,974 $28,784 $45,440 $27,264 $22,720
• VL net buy est. assumes 15% license margin from distributor (margin may vary) + 25% CSA Fee.• To sell CRM in BRL/MBL partner must meet Certified reqs for CRM and sign CRM addendum to SPA.• To sell CRM in BRL review the CRM BRL Licensing Guide document here .
xRM Readiness Tour• The xRM Readiness Tour is designed to prepare Microsoft Dynamics
Partners across Asia for this opportunity
• Registration: Upcoming Partner Flash, Readiness Blog
Sales & Marketing Track• 15 October 2009, Microsoft Sydney• Audience:
• Business Development Managers• Sales Managers
• Topics:• Introduction to xRM• Messaging & marketing• Selling & ROI• Competition• Customers
Technical Track• 15-16 October 2009, Microsoft Sydney• Audience:
• Architects• Developers & Technical Pre-Sales
• Topics:• Introduction to xRM• Technical audience overview• Technical architecture• Microsoft technologies• Building xRM prototypes & demos
Partner Sales ToolsCompete Materials • Detailed compete guides • Demo tips, VPCs, and best
practice videos
Align to Industry Solutions• Certified/Verified solutions
by industry• FS, Public Sector, Manuf.
And Pro ServicesDifferentiate with xRM• Technical and Business DM
guides• Selling scenarios, case
studies, screen shots
… And more !!
Microsoft Dynamics CRM Self Assessment Tool
Optimise Your CRM Business
• Insight from 400+ Microsoft Dynamics CRM Partners
• Proven Key Success Factors, based on Industry Best Practices
• Competitive guidance on how to capture and win Web-Centric customer opportunity vs. SFDC
• Build and maintain best practices for success with Microsoft Dynamics CRM www.crmoptimized.com
Microsoft Dynamics CRM Self Assessment Tool
CPLS Offerings: Dynamics CRM courses
Book now and save between 33% and 58% on both End User Training and Technical Courses!
End User Courses OfferRole-based End User Courses across Australia:• Microsoft CRM EU: 4.0 Introduction • Microsoft CRM EU: 4.0 for Sales Professionals • Microsoft CRM EU: 4.0 for Marketing
Professionals • Microsoft CRM EU: 4.0 for Administrators • Microsoft CRM EU: 4.0 Service & Scheduling
Technical Certification Courses Become a Microsoft CRM Certified Consultant:• Microsoft 8911: Installation and Deployment in
Microsoft Dynamics CRM 4.0 • Microsoft 8912: Customisation and
Configuration in Microsoft Dynamics CRM 4.0 • Microsoft 8913: Applications in Microsoft
Dynamics CRM 4.0
http://www.ddls.com.au/VendCourseGrp/MS%20/48.htm
Technical Certification Courses Become a Microsoft CRM Certified
Consultant:• Microsoft 8911: Installation and
Deployment in Microsoft Dynamics CRM 4.0
• Microsoft 8912: Customisation and Configuration in Microsoft Dynamics CRM 4.0
• Microsoft 8913: Applications in Microsoft Dynamics CRM 4.0
Other Microsoft CRM Courses• Microsoft 8969: Extending Microsoft
Dynamics CRM 4.0 • Microsoft 80002: Administration in
Microsoft Dynamics CRM 4.0 • Microsoft 80003: Workflow in Microsoft
Dynamics CRM 4.0
http://www.advancedtraining.com.au/content/services/def_dotnet.jsp?bannerId=41
Technical Certification Courses Become a Microsoft CRM Certified
Consultant:• Microsoft 8911: Installation and
Deployment in Microsoft Dynamics CRM 4.0
• Microsoft 8912: Customisation and Configuration in Microsoft Dynamics CRM 4.0
• Microsoft 8913: Applications in Microsoft Dynamics CRM 4.0
Other Microsoft CRM Courses• Microsoft 8969: Extending Microsoft
Dynamics CRM 4.0
http://www.ceotraining.com.au/_catalog_42729/Microsoft_Dynamics
Subscribe to the Microsoft Readiness Blog http://blogs.technet.com/auspartnertraining/
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after
the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.