Microsoft Dynamics CRM

Sales @ Night

23/10/08

Being inventive ….

Agenda

• Intro - Siska

• Market information - Frederik

• Market survey - Frederik

• CRM new cases - Frederik

• Lead qualification - Ben

• ROI tools / discussion - Ben

• Competing against Salesforce.com - Ben

• Product update - Siska

• Circle Of Success - Tom

Market information

Frederik Everaert

The Forrester Wave : Enterprise CRM Suite

The Forrester Wave: Enterprise CRM Suites, Q3 2008

Executive Summary

Siebel and SAP maintain their status as Leaders with comprehensive functionality and much improved usability.

Microsoft, Salesforce.com, RightNow, and Oracle CRM On Demand have improved their credibility as enterprise-class solutions and have graduated into the Leaders group. The latter vendors all get high marks for ease-of-use and quick time-to-value.

Trends within Enterprise segment (1):

• Larger players have acquired smaller vendors to gain access to customers and fill in product gaps. F.e. Oracle + PeopleSoft (2005) + Siebel (2006).

• Traditional MM CRM vendors now with modern architectures and new deployment options. F.e. Microsoft CRM + desktop & business applications

• SaaS and open source options and challenges. F.e. SAP, Siebel, Microsoft

The Forrester Wave : Enterprise CRM SuiteTrends within Enterprise segment (2):

• Desire for more user-friendly applications is driving interest in CRM application upgrades as vendors make better UIs available in new releases. F.e. SAP, Siebel; Microsoft + Outlook

• New approaches to upgrading customer data integration (CDI) and intelligence. By combining operational data, streamlining customer data management processes, and presenting a single view of the customer, CDI allows CRM professionals to manage compliance, improve customer interaction efficiencies, and focus on customer experience management. F.e. SAP + Business Objects (2007), Oracle + Hyperion (2008)

• Various mobile CRM solutions — with different price tags. For sales, sales, sales. Cross-market solution providers like Microsoft, Oracle, Salesforce.com, and SAP offer apps that can be used on handhelds as part of their CRM solutions.

• Emerging social consumer behavior: community-based interactions, intra-organization and customer collaboration (flexible architect solutions). “CRM 2.0, social CRM, collaborative CRM.”

The Forrester Wave : Enterprise CRM Suite

The Forrester Wave : Enterprise CRM Suite

Source: 2008, Forrester Research Inc

The Forrester Wave : Enterprise CRM SuiteMicrosoft Dynamics CRM - Vendor profile by Forrester:

- Flexibility

- Desktop applications strength

- More-robust business applications

- Strategy for growth: choice of deployment (+ same code & migration), flexible user interface, choice of payment options, and a strong partner community.

- Buyer interest already high in SMB and growing in Enterprise segment

- Sound capabilities in sales, marketing, and customer service

- Extensive network of ISVs to develop industry solutions on Microsoft’s Dynamics platform.

- Microsoft infrastructure equals lower TCO in buying and managing business technologies

- Buyers like Microsoft Dynamics CRM's usability, lower price, and its quick time-to-value compared with traditional CRM applications.

The Forrester Wave : Midmarket CRM Suite

The Forrester Wave: Midmarket CRM Suites, Q3 2008

Executive Summary

Oracle's Siebel CRM Professional Edition and CRM On Demand products, Microsoft Dynamics CRM, RightNow CRM, and Salesforce.com led the Midmarket CRM pack: strong sales force automation and usability capabilities.

Right behind the Leaders is a crowded group of Strong Performers including SageCRM, Selligent, Sugar Enterprise and Sage SalesLogix.

The Forrester Wave : Midmarket CRM Suite

The Forrester Wave : Midmarket CRM Suite

Source: 2008, Forrester Research Inc

The Forrester Wave : Midmarket CRM SuiteMicrosoft Dynamics CRM - Vendor profile by Forrester:

- Established major CRM player thanks to deep capital investment, a formidable strategy, and strong branding.

- The product is strong in SFA, internationalization, and usability.

- Sales analysis tools, opportunity management, and setup & configuration capabilities are the application's key SFA strengths.

- Arguably its greatest strength is its native Microsoft Office user experience. The solution is set up to look, feel, and function like Outlook.

- The product also is available in multiple deployment options and is attractively priced below many of the alternative products in the market.

- The solution is built on the Microsoft .NET framework and integrates seamlessly with other Microsoft productivity tools, like Office, Outlook, and SharePoint.

- Microsoft Dynamics CRM is best suited for organizations that are Microsoft-technology-centric for their business applications and technology stack and that desire flexibility and choice for their method of application deployment.

Gartner CRM Summit (Sept ’08)

Sept 8-10, Washington DCMicrosoft Dynamics CRM was a Premier Sponsor at the annual Gartner CRM Summit. Over 400 Snr. Level Managers, Directors and Executives attended. Microsoft Dynamics CRM, in partnership with Avanade, led the way with The Power of Choice.

Customer Sessions to present CRM 4.0 and CRM Online customer references to potential and existing customers.

Expo Floor: Microsoft Dynamics CRM was on prominent display through branding, video loops and solution demonstrations. With hand off to Dynamics CRM and Avanade solution experts taking place upon engagement.

VIP Dinner: Microsoft in partnership with Avanade, hosted an exclusive VIP Dinner for prospective and existing Dynamics CRM customers.

We achieved a 100% touch rate through our ad in the conference guide and a Gartner distributed email blast.

Gartner CRM Summit (Sept ’08)

Analyst 1:1s – 13 noted Gartner analysts were targeted for WW & US Field engagement. Included among the analyst focuses were Customer-Centric CRM, Customer Experience, Contact Center Workforce Optimization, and Software Markets.

1:1 Meeting Room -  Premier sponsors were provided meeting rooms on the show floor for customer engagements, for solution demos and 1:Few meetings.

Gartner and Peppers & Rogers Group announced the 1:1 Excellence awards during the Summit. These awards are about the customers, and it’s great to see our customers take the top 2 spots:

Gold:  Equinox Fitness (Dynamics CRM customer)

Silver:  The Linc Group (Dynamics CRM customer)

Bronze:  Mortgage Lenders of America (other)

Market survey

Frederik Everaert

Installed Base - Main Functional Area

Opportunity Matrix

Opportunity Matrix

CRM Total Software Revenue Belgium 2006-2011 (license and maintenance)

Source: Gartner, (Sept 2007)

0

10

20

30

40

50

60

70

80

2006 2007 2008 2009 2010 2011

Total Software Revenue ($ Millions)

11% CAGR between 2006/2011

Sales Marketing

Customer data mining

Direct mail marketing

Marketing resource mgmt.

Affinity marketing

Word of mouth marketing

Online communities

Web analytics & advert mgmt

Marketing performance measurement

What Will Be Hot in 2008: CRM Application Priorities

Inbound marketing

Privacy management

Lead management

B2B & partner marketing, promotion mgmt.

Sales analytics

Order management

Sales configuration

B2B e-commerce PRM

Incentive compensation

Proposal generation

Mobile and wireless

Forecasting or pipeline

SaaS SFA

Price management

Open-source SFA

Lead management

Sales performance mgt

E-mail and SMS marketing

Customer Data Integration Business Process Management Industry-Specific SOA

Workforce optimization

Feedback/engagement mgmt.

Mobile field service

Process-driven CSS apps.

Desktop productivity tools

Metrics, BI, analytics

VoIP contact center

WAH outsourcing

Web chat

Online communities

Customer Service

Speech recognition

Knowledge-enabled search and service resolution

App. on-demand CSS

Popular CRM Technologies During Economic Good and Bad Times

2003

2005

2007

2009

2011

1. Self-service2. BPO3. E-Commerce

1. SOA2. Analytics3. CDI

1. SaaS2. Marketing Automation3. Analytics

1. Self-service2. BPO3. E-Commerce

1. Analytics2. Communities3. CRM/BPP

1. Communities, Virtual World2. CRM/BPP3. Mobile

CRM new cases

Frederik Everaert

CRM new cases - Internationally

• Source internationally: http://www.microsoft.com/casestudies

CRM new cases - Internationally

CRM new cases - Belux

• Source Belux: http://www.microsoft.com/belux/nl/cases

CRM new cases - Belux

CRM new cases – Dynamics CRM Belux

• Source: http://www.microsoft.com/belux/nl/dynamics/crm

Lead Qualification

Talking about ROI …

Competition : Salesforce.com

What’s Next ?

Statement of Directions

BETWEEN NOW ANDMICROSOFT DYNAMICS CRM “5”

MOBILITY

Delivering on market and customer needs

Reach Client(HTML) Windows Mobile BlackBerry

Available through TenDigits (marketing alliance)

Rights to promote TD Mobility as part ofMS Marketing materials and messaging

Inclusion in broad CRM & Windows Mobile Campaigns

CRM Mobile Marketing Collateral and demo materials to MS field

TD Release of WM & Yona support by July 31.

TD will adjust current price points to reflect theirexpectation for higher volume

Fully supportedCRM Mobile Express

Originally planned to be released on Codeplex as shared source.

Plans changed to:

Beta Release: Q3 CY09Supported Release: Q3 CY09

Microsoft Confidential 35

ACCELERATORS

FOR

MICROSOFT DYNAMICS CRM 4.0

Accelerators for Microsoft Dynamics CRM

• Analytics

• eService

• Event Management

• Enterprise Search

• Sales Methodologies

• Extended Sales Forecasting

• CRM Notifications

• Business Productivity

Analytics

WHAT IS IT?

Extended BI for Microsoft Dynamics CRM 4.0Delivers sales, service and operations dashboards

PARTNER BENEFITS

Drive business insights to generate new services revenueDeliver that compelling BI demoUse as tie-breaker in competitive situations

ALLOWS USERS TO

View rich scorecards through SSRS, SharePoint and PerformancePoint ServerBrowse pre-built OLAP cubes for deeper analysis

Screenshot slide(s)

Screenshot slide(s)

Screenshot slide(s)

Screenshot slide(s)

Analytics – Technical Overview

Components

Dashboard reports – Sales, Service and Marketing (SSRS)

SSRS reports for SQL Server 2005 and SQL Server 2008

Simple OLAP cube

Complex OLAP cube

Predictive analytics examples

PerformancePoint Scorecards for Sales and Service

Business Productivity

WHAT IS IT?

Collection of time-saving productivity customizations for Microsoft Dynamics CRM 4.0

ALLOWS USERS TO

Conduct business data auditingSales, Service and Marketing workflows

PARTNERBENEFITS

Deliver customer value quickly with these time-saving and innovative customizations

Enterprise Search

WHAT IS IT?

Rapidly configure portal views of Microsoft Dynamics CRM data within SharePoint (MOSS)Expose this data to MOSS enterprise search

ALLOWS USERS TO

Use one central unstructured search to find e-mails, documents, web content, and now Microsoft Dynamics CRM data!

PARTNERBENEFITS

Drive new services revenue through enterprise search solutionsConfigure audience-specific SharePoint portals with CRM data

Enterprise Search – Technical Overview

Components

MOSS Business Data Catalog (BDC) definition file which covers all standard OOB MSCRM entities

Advice and guidance whitepaper on how to customize the standard BDC definition file to suit a customized data model

Utility program which reads MSCRM metadata and updates the BDC definition file before registering with MOSS

CRM Notifications

WHAT IS IT?

Newsfeeds that allow users to subscribe to CRM “events” relevant to their job role

ALLOWS USERS TO

Choose how they receive information (e.g., Outlook 2007, Vista Gadgets or IE) about topics they care about such as new leads, trouble tickets for key accounts

PARTNERBENEFITS

Drive a role-tailored subscription experience for your customers

CRM Notifications – Technical Overview

Components

2 custom ASP.NET Pages

1 custom .NET assembly

Sitemap modifications with custom JavaScript to call the relevant ASP.NET pages

Sales Methodologies

WHAT IS IT?

Practical Guidance for adoption of third-party sales methodologies such as SPI Solution Selling, Miller Heiman and Target Account Selling (TAS)

ALLOWS USERS TO

Consistently follow the required sales methodology from the comfort of Microsoft Dynamics CRM

PARTNERBENEFITS

Confidently deliver the sales methodology of choice for customersDeploy the Microsoft Solution Selling Process (MSSP) internally

Extended Sales Forecasting

WHAT IS IT?

Enriched forecasting mechanism for Microsoft Dynamics CRM 4.0

ALLOWS USERS TO

Quickly classify pipeline as High, Low or CommitTrack budget for nominated periodsGenerate forecast reports

PARTNERBENEFITS

Deliver flexible yet SIMPLE sales forecasting for your customers

Extended Sales Forecasting – Technical Overview

Components

2 new custom entities:GoalGoal Audit

4 Workflow definitions:Salesperson goal signoffSales goal auditSales goal change notificationNew sales goal notification

2 custom reports:Sales Goal MatrixSales Goal Graph

Event Management

WHAT IS IT?

Functionality to plan, execute, and review events

ALLOWS USERS TO

Plan venues, presenters, sessions, sponsors and event capacitySend invitations, automate web registrations, waitlists and track event attendance

PARTNERBENEFITS

Broaden the Microsoft Dynamics CRM offering with event management functionality

Event Management – Technical Overview

Components

Customization of Campaign & Campaign Response entities11 new custom entities:

Venue, Room, Session, Speakers, Event Team, Packages, Group Allocations

4 Workflow definitions:Event setupRegistration acknowledgement emails

1 Plugin for registration management2 ASP.NET user controls for web registration portalSample registration portal3 custom reports:

Attendee name badgesRegistered attendee listEvent performance report

eService

WHAT IS IT?

A configurable self-service portal for enhanced customer service through Microsoft Dynamics CRM 4.0

ALLOWS USERS TO

Edit their profileView, raise, close and re-open casesSearch the Knowledge BaseSchedule services

PARTNERBENEFITS

Open Microsoft Dynamics CRM 4.0 as a multi-channel solution

eService – Technical Overview

Components

Customization of Contact entity4 new custom entities:

Portal configuration, Portal transaction audit

7 Workflow definitions:Web account signup and changesWeb portal transaction auditingAuto acknowledgement to web portal transactions

1 WF Assembly for web signup12 ASP.NET user controls for web self-service portalSample eService portalISV pages for portal configurationASP.NET Membership provider used for web account management

Accelerators: Key Information

• Accelerators for Microsoft Dynamics CRM 4.0 are released at no cost.

• However: Review the licensing implications for each one, e.g. if you implement the Portals then you will require an external connector license. Documentation will be provided with each accelerator discussing specific licensing requirements

• Current status: accelerators in final stages of QA and LCA review

Accelerators: Key Information (Continued…)• First group of accelerators expected to be

released in the week commencing October 20:• eService, Event Management,

Extended Sales Forecasting, CRM Notifications and Analytics

• Remaining accelerators will be released before the end of November:• Sales Methodologies, Enterprise Search

and Business Productivity• Look for further announcements soon!

Accelerators: Key Information (Continued…)• All Accelerators will be available from the

Microsoft Dynamics CRM MSDN Dev Center – exact download locations to be communicated soon!

• Localization strategy is being finalized but MINIMUM commitment is to have 5 accelerators localized in 5 languages: German, Dutch, French, Italian, Danish

• Non-English versions will be released before the end of CY2008

Accelerators: Key Information (Continued…)• Full Bill of Materials to be released at

the time the accelerators are released including:• Fact Sheets and Brochures• BDM Slide decks• TDM Slide decks• Videos covering:

• Demonstration scenarios• Installation and configuration on the

standard VPC Image and solution architecture overview

• Localization options

Call to Action

• Spread the word! Let your colleagues across Sales, Support and Services know about this great initiative!

• Invite your partners to the channel LiveMeetings!Sales Overview LiveMeetingReview of Accelerators from a sales and marketing perspective.

Technical Deep Dive LiveMeetingCover more technical information pertaining to Accelerators in a session geared towards technical staff.

Monday, October 20th, 2008 at 0800 PDTMonday, October 20th, 2008 at 1700 PDT (repeat of earlier session) To attend (no pre-registration needed): https://www.livemeeting.com/cc/microsoft/join?id=HZC5K3&role=attend&pw=pxxm3%5DrFs Dial in: 1-203-480-8000 or 866-500-6738 (#5422150)

Tuesday, October 21, 2008 at 0800 PDT Tuesday, October 21, 2008 at 1700 PDT (repeat of earlier session) To attend (no pre-registration needed): https://www.livemeeting.com/cc/microsoft/join?id=HZC5K3&role=attend&pw=pxxm3%5DrFs Dial in: 1-203-480-8000 or 866-500-6738 (#5422150)

Still have questions? Contact me, reubenk!

• Review the marketing materials once they are posted on Infoweb

5MICROSOFT DYNAMICS CRM

“5”

Office

Class UX

CRM “5” - Release Pillars

CRM Basic

s

S+S Platfor

m

A user experience that is consistent with established Office designs, focused on user productivity, and supported by an application model that gracefully handles the complexity of today’s line of business applications.

Improving the existing functional areas of our CRM application and achieving breakthrough value in these areas by leveraging the advances in the platform.

Progress toward a joint CRM / SharePoint line of business application platform that can be offered as both server and service.  This platform must recognize the strong market demand for model driven development (no-code) while allowing headroom for code-based solutions.

62

Office Class UX

Investment area Objective

App model evolution

Get beyond single entity explorer / inspector model

Choice controls Single pattern for reference data throughout the system

Office look and feel

Familiar experience that will connect with our users

Outlook insight Lightning fast insight directly from your inbox

Find Easier navigation of the system (more than just “search”)

Personalization Simplified navigation, friendlier experience

Notifications Greater insight into what’s happening with “my stuff”

A user experience that is consistent with established Office designs, focused on user productivity, and supported by an application model that gracefully handles the complexity of today’s line of business applications.

“CRM5” - Release Pillars

Microsoft Confidential 63

CRM Basic

s

Investment area Objective

Account/Contact Mgmt

The best contact management system available

Call center Product that is suited for the call center (teams, communication channels, etc.)

Address enhancements

Global friendly addresses

Workflow visualizations

Insight for our users into their business processes

Collaboration Greatly improved document management and collaboration workspaces

Basic app experience Rewire the existing application functionality to take advantage of the improved UI patterns

Improving the existing functional areas of our CRM application and achieving breakthrough value in these areas by leveraging the advances in the platform.

CRM “5” - Release Pillars

S+S Platfor

m

Investment area Objective

Metadata driven UI All UI becomes “first class”, engineering efficiency

Code on the server Customizability for Online customers

SharePoint integration

Deliver a completely new set of features around documents and collaboration that will be welcomed by our customers

App / Platform separation

Allow the CRM application to evolve separately from the underlying platform

Built-in insights “In application” experiences that will make it easier for our customers to understand their data

Auditing Satisfy customers with strict compliance requirements (e.g. SOX, HIPAA)

Progress toward a joint CRM / SharePoint line of business application platform that can be offered as both server and service.  This platform must recognize the strong market demand for model driven development (no-code) while allowing headroom for code-based solutions.

“CRM5” - Release Pillars

Microsoft Confidential

65

Microsoft Dynamics CRM Roadmap Overview

MicrosoftDynamicsCRM 4.0

20092008

Microsoft Dynamics CRM Live

“R1”

“Open Access”scale-out

MicrosoftDynamicsCRM Live

“R2”

Online marketingand more

MicrosoftDynamicsCRM Live

“R3”

Multi-languageand more

MicrosoftDynamics“CRM 5”

MicrosoftDynamicsCRM Live

“R4”

New Microsoft Dynamics CRM 5

capabilities

Customer-driven innovationEnd user productivity and efficiency

CRM extensionsApplication platform flexibility

Extensions toMicrosoft Dynamics CRM 4.0

Circle Of Success

Tom Braekeleirs

General Concept

• A rewards program for individuals in the channel. (aka Frequent Flyer program)

• Primarily rewarding sales of VL agreements• Higher reward for annuity

• Higher reward for subscription

• Also rewarding SA Consumption, Certification, attending training (licensing and product)

• Web and email communication, claims, rewards, ….

How to earn Credits

1 Credit = € 0,50

Annuity at full 3y valueAgreement claimable 3 months after salesCredits expire after 1y

Further:• 20 credits upon registration• 200 credits upon reaching a new higher level• 10 credits for recruited member• 10 credits for uploading picture

Contract 5.000 – 14.999 € 15.000 – 99.999 €

> 100.000 €

Open License 10 30 40

Open Value 50 150 200

SA Activation OV 50 50 50

Credit Vouchers

• Vouchers with 20 and 50 Credits are available

– Allow for out-of-salessystem rewarding of channel partners

– Examples:

• Presence at readiness activities

• Combined sales + marketing rewarding

• FPP/OEM incentives (TBC)

• Vouchers claimed on CoS website, just like sales of agreements

Member Status

• Conditions• Registration

• Benefits• First to know• Monthly update mail• Access to shop for goodies,

gadgets & Gifts (but little to spend)

Graduate Status

• Conditions• Registration• Claim one license

agreement

• Benefits• Circle of Success Graduate

ID• First to know• Monthly update mail• Access to shop for goodies,

gadgets & Gifts

Bachelor status

• Conditions for upgrade:

• Claim min 3 agreements• 2 online trainings in PLC

• Benefits:• Same as Graduate, plus• Nicer gifts in The Shop• Circle of Success Bachelor

ID• Direct Access to Distributor

license desk

Expert Status

• Conditions for Upgrade:

• Sell and claim min. 6 annuity agreements

• Attend 2 product events• Attend 1 social event• Pass MCP Licensing

• Benefits:• Same as Bachelor, plus• Circle of Success Expert ID• A free MS software product• VIP treatment at events• Access to all gifts in The

Shop

Master Status

• Conditions for Upgrade

• Sell and claim min. 12 annuity agreements

• Attend 3 product events• Attend 2 social events• Successfully attend 2 PLC

assessments

• Benefits:• Same as Expert, plus• Circle of Success Master ID• Free Xbox• Meet the MS Execs• Master of the Year election

Practicals

• Gifts are sent to Company

• Bought items are sent to home or company

• Nov 1 start (no retro-active claiming > 1 Nov)

• Fiscal responsability with the participant

• (gets an overview of items bought every year)

Preview (1)Personal membership cards

Preview (2)Personal membership cards

Closing Thoughts

Tom Braekeleirs

Are We In Synch ?

• PSP / PBP

• Pipeline & Forecast

• Partner Recruitment

• Conflicting business

models

• Joint Business Planning

• Joint Sales Engagement

• Partner Collaboration• Complementary

business models

The Common Goal

40%

Yes, But…

The Right Train

Thank You

One Goal, One Team, One Vision