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