Accelerators for Microsoft Dynamics CRM

1. Acceleratorsfor Microsoft Dynamics CRM

2. Microsoft Dynamics CRM Accelerators Workflow Productivity Event Management CRM Event Notifications Analytics Sales Methodology Enterprise Search Extended Sales Forecasting eService Partner Relationship Management (PRM) Social Networking Accelerate Your People Accelerate Your Business Accelerate Your Environment

3. CRM 4.0 Accelerators Moving Forward Event Management CRM Event Notifications eService Partner Relationship Management (PRM) Social Networking

4. What Happened to the Rest? Analytics Sales Methodology Enterprise Search Extended Sales Forecasting Workflow Productivity

5. Accelerate Your Business Streamlined deployment and seamless integration with Microsoft Dynamics CRM help you get up and running quickly, and without adding undue complexity to your IT environment. • Continued Innovation • Enhanced CRM functionality • Shared source • No-cost • Integrated • Guidance

6. Accelerator Components

7. Accelerate Your Business with CRM Notifications BUSINESS ISSUES ACCELERATOR BENEFITS • Slow and cumbersome data access • End-users required to access CRM systems continuously • CRM users are reactive and inefficient • Efficiently deliver information relevant to business roles • Deliver subscription based information • Empower users to be proactive

8. CRM Notifications Accelerator Stay informed of business developments by subscribing to events that are relevant. • CRM Notifications • Event subscription • Automatic delivery • Flexible delivery and reading options

9. Accelerate Your Business with Workforce Productivity BUSINESS ISSUES ACCELERATOR BENEFITS • Lack of business auditing • Complex and inefficient processes • Inconsistent marketing, sales, and service execution • Business auditing tools • Better apply consistent processes • Productivity tools to fit your business

10. Workforce Productivity Accelerator Enhance business productivity across your business • Workforce Productivity • Sales process automation • Business data auditing • Customer reference program • Complaints management

11. Accelerate Your Business with Event Management BUSINESS ISSUES ACCELERATOR BENEFITS • Poor capture and retention of customer information • Difficult event communication and execution • Inability to track event performance • Improve productivity of event staff • Capture end-to-end event data and leads • Report on event ROI and improve event decision-making

12. Event Management Accelerator Improve attendance, track leads, and reduce costs through better event planning and execution. • Event Mgmt Capabilities • Quick event creation • Process management and automation • Simple registration • Attendee tracking • Event analytics and reporting

13. Accelerate Your Business with eService BUSINESS ISSUES ACCELERATOR BENEFITS • Limited interaction channels for customers • Escalating contact center costs • Overworked and reactive customer service reps • Deliver superior multi-channel service 24 x7 • Control costs by empowering customers to help themselves • Enable teams to work more productively

14. eService Accelerator Improve customer satisfaction and loyalty by delivering multi-channel customer service. • eService Capabilities • Profile management • Case management • Knowledge base search • Service scheduling • Portal management

15. Accelerate Your Business with PRM BUSINESS ISSUES ACCELERATOR BENEFITS • No central repository for partner information • Unable to track or leverage partner related revenue opportunities • Hard to measure partner performance • Holistically track and manage partners • Achieve streamlined lead and opportunity management • Identify most valuable partners

16. Partner Relationship Management Accelerator Better manage and maximize the potential of your partner base. • PRM Capabilities • Holistic partner view • Effortless segmentation • Rich portal framework • Seamless lead and opportunity tracking • Partner focused analytics and reporting

17. Accelerate Your Business with Social Networking BUSINESS ISSUES ACCELERATOR BENEFITS • Lack of insight into Online conversations • Difficulty in extracting business value from Social Networking • Hard to measure impact of Social Networking • Seamlessly track Twitter conversations in Dynamics CRM • Enrich your customer data with online details • Analyze and identify key online trends

18. Social Networking Accelerator Better track and extract business value from customer conversations on Twitter. • Social Networking Capabilities • Manage Tweets in Dynamics CRM • Identify online influencers • Convert Tweets to contacts, leads, or cases • Track sentiment by topic • Pinpoint trends

19. Accelerate Your Business Now • Download accelerator packs at http://www.codeplex.com/crmaccelerators • Accelerators for Microsoft Dynamics CRM 4.0 are released at no cost. • Review the licensing implications for each accelerator (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. • Work with your partner to fit to your business

20. Event Management

21. Event Management Summary • The Event Management Accelerator is a new set of capabilities in Microsoft Dynamics CRM 4.0 • That allows organizations to seamlessly set up, manage and optimize events • And then effortlessly track all responses and leads from those events to maximize revenue opportunities.

22. Accelerate Your Business With Event Management Optimize event strategy and investment priorities Drive new leads and maximize event revenue opportunities Reduce event costs by automating manual tasks Attain end-to-end visibility throughout event lifecycle Understand event ROI to improve decision-making

23. Functional Overview Plan Measure • Easily plan, execute, and review events • Effortlessly manage invitations, registrations and attendance • Adeptly track venue, presenters and target audience • Seamlessly track responses and leads in one central repository Analysis &Reports Planning& Budgeting Responses & Attendance Registration & Data Capture Register Execute Track Communications and Workflow

24. Event Planning Effortless Event Planning • Key Points • Event planning and creation right from Dynamics CRM • Full budget and financial details • Logistics planning including venue, tickets and wait-list limits

25. Event Registration Streamlined Registration Process • Key Points • Pre-built landing pages and forms for easy Web registration • Automatic registration confirmations • Intelligent data capture and association

26. Event Execution True 360 Degree Visibility • Key Points • Full attendee, sponsor, speaker, session, venue and facilities details • Pre-built event workflows automate laborious tasks • Effortless personalized outbound communications (emails, invitations, etc.)

27. Event Tracking Effortless Response and Attendance Tracking • Key Points • Complete interaction history at your fingertips • One-click response management • Real-time registration, cancellation and attendance counts

28. Event Analysis and Optimization Robust Reporting and Analysis • Key Points • Multitude of out-of-box event reports • Easy delta analysis against registrations, attendance and cancellations • Revenue tracking and ROI analysis enable event optimization

29. eService Accelerator

30. eService Accelerator Summary The TheeService Accelerator provides a self-service portal, fully integrated into Microsoft Dynamics® CRM customer service, so your customers can view and edit their personal information, open a service case, search for a solution, and schedule services in a time frame that meets their needs and at their convenience.

31. Accelerate Your Business With eService Increase customer satisfaction for those customers who want self-service capabilities Improve customer service levels while reducing costs Increase customer loyalty by accelerating issue resolution and scheduling efforts Understand customer preferences and costs across all communication channels

32. Seamless Management of 24/7 Self-Service Build Track • Create, integrate, and deploy online portal • Allow customers to manage their own profile • Give customers access to knowledge base and calendar • Customers submit cases and monitor status • Portal tracks activities and notifies relevant people Portal Auditing & Notifications Portal Management Online Case Management Online Profile Management Manage Online Knowledge Base & Scheduling Resolve Empower

33. eService Features • Portal setup and management • Centralized data storage • Connected to Microsoft Dynamics CRM Portal Management Build • Profile field management (view/edit rules) • Customer access to view and edit details • Real-time customer access Online Profile Management Manage • Searchable knowledge base for self-help • Service scheduling calendar access • Self-help guidance Online KB & Scheduling Empower • Online case creation and monitoring • Case status and resolution • Customer service agent communication rules Case Management Resolve • Self-service portal automatic auditing • Automatic notifications and delivery • Monitor self-service activity Auditing & Notifications Track

34. eService Screenshots

35. Partner Relationship Mgmt

36. Growing Importance of PRM Growing Importance of Partners Surging PRM Market • 65% of revenue in global 200 enterprises will be driven or influenced by partners. • Profitable VARs will generate at least 50% of sales from services, 30% from software, and less than 20% from hardware. • 70% of midsize VARs will generate at least 50% of revenue selling to, through, and with other VAR, SI, ISVs and service providers. • Source: Gartner, Accenture Research and CSO Insights Industry Source: Gartner Market Focus: The Future of the IT Channel 2005-2010

37. PRM Market Segmentation

38. Our View on PRM • PRM is: • A central repository for partner related information. • A solution that allows companies to better track, manage and leverage their partners (primarily sales partners). • A solution (portal) that allows partners to effectively engage with the company via an interactive portal framework.

39. Accelerate Your Business with PRM More effectively capitalize on partner revenue opportunities Reduce partner management costs by automating manual tasks More accurately forecast and measure partner performance Increase partner loyalty by improving “ease of doing business”

40. PRM Accelerator Functional Overview Understand Measure • Holistically track and manage partners • Empower your partners via portal capabilities • Efficiently allocate leads and jointly sell with partners • Better measure performance of partners Analysis &Reports Partner Details & Skill Sets Deal Reg. & Joint Selling Segmentation and Queries Segment Enable Sell Portal Features and Training

41. Understand Your Partners Have Complete Partner Details at Your Fingertips • Key Points • Full partner account and contact details • Detailed information on skills, training and resources • Certification and accreditation information

42. Segment Your Partners Identify Your Key Partners • Key Points • Point-and-click segmentation tools • Segmentation by geography, industry, product, etc. • Identification of high value partners

43. Enable Your Partners Empower Your Partner via Rich Portal Features • Key Points • Enable partners to view profile, update profile, information • Partners able to easily submit requests, download documents • Enable partners to instantly register deals, update opportunities

44. Sell With Your Partners Seamlessly Allocate Leads and Close Deals • Key Points • Lead pooling and allocation (“Shark Tank”) • Assignment of new opportunities to partners • Full view of active opportunities by partner

45. Measure Your Partners Holistically Track Your Partners’ Performance • Key Points • Intuitive out-of-box partner reports • Pre-built revenue and performance tracking • Robust custom report and ad-hoc analysis capabilities

46. Social Networking

47. Growing Importance of Social Networking Surging Growth of Social Networking The Importance of Connecting with the Social Customer Adam Sarner, Gartner analyst, contends that in social networking, “CRM is where you are going to see the ROI in the business model as opposed to anywhere else. It’s all about connecting and engaging in new ways with customers.” • Over 8 million Twitter users and fastest growing online site • 36 million LinkedIn users • 200+ million Facebook users Industry

48. Social Networking Accelerator Summary The TheSocial Networking Accelerator allows organizations to better track and leverage online conversations and data. The first such Social Networking Accelerator, allows organizations to initiate and track Twitter conversations from within Microsoft Dynamics CRM, apply them to meaningful business scenarios and identify key trends and patterns that impact their business.

49. Accelerate Your Business with Social Networking Effectively connect with the “Social Customer” Identify online conversations that impact your business Enrich & enhance existing customer data with online relevancy More effectively capitalize on online revenue opportunities Track market reaction and identify key trends

50. Social Networking Accelerator Functional Overview Monitor Analyze • Proactively monitor relevant online conversations • Enrich your customer data with online profiles • Take advantage of real-time opportunities • Identify key trends and insights Online Conversations Reactions &Trends To Contact, Leads and Cases Interact with the Social Customer Interact Rate Convert Resonance & Influence