Driving Productivity with Microsoft Dynamics CRM

1. Driving Productivity with Microsoft Dynamics CRM Presenter Name Presenter Title Presenter Date

2. Customers Drive Business Success Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth. “… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.” - Harvard Business Review, March 2007

3. But Traditional CRM Vendors Have Failed • “User adoption remains a challenge,with 33% to 47% of customer management applications facing serious adoption issues.” • AMR Research, September 2007 “Spending has reached an all-time high, with expectations nearly as lofty. But implementationfailure rates have not improved, nor have ROI metrics.” AMR Research, September 2007

4. Now You Can Get CRM That… Fits Your People The right user experience for every user role Fits Your Business Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets

5. Microsoft’s Vision for CRM Deliver an easier and more natural user experience Works the way you do Deliver highly configurable workflow and analytics Works the way your business does Deliver a flexible platform that simplifies integration Works the way technology should

6. Microsoft CRM at a Glance • Over 11,000 customers from small to enterprise • Over 500,000 users in more than 80 countries • Global network of software and services partners • Fast, flexible, and affordable • Full CRM suite of marketing, sales, and service • Native Office experience for rapid adoption • Multi-language with more than 25 languages • Advanced SOA / Web services architecture

7. Dynamics CRM: Global Customer Base Mid-size Companies Large Enterprises Small Businesses

8. Driving Global Customer Success Nortel relies on the enterprise scalability and performanceofMicrosoft Dynamics CRM for a global deployment of 3,000+ users. ING configured Microsoft Dynamics CRM to deliver a moreproductive global systemfor purchasing and vendor management. MCF deployed Microsoft Dynamics CRM to reduce servicecall times by 80% per call and order entry time by 90%. Mitsubishi Caterpillar Equinox uses Microsoft Dynamics CRM to drive its sales processes,with staff productivity up 8% and manager productivity up 5%. Cold Stone Creamery runs their membership club on MicrosoftDynamics CRM, saving millions of dollars over three years.

9. Microsoft Dynamics CRM Suite Full CRM suite capabilities and application flexibility • Interactions • Marketing • Sales • Service • xRM • Business Process • SOA • Flexible Deployment

10. Fast, Productive Sales Management • Familiar interfacedrives user adoption and increased productivity • Workflow-drivensales processesensure consistencyand efficiency • Full spectrum of sales intelligence capabilities provides insight and accurate forecasts

11. Drive Fast and Productive Sales A lead is created withthe appropriatesales workflow. A prospect requestsmore informationvia the web. The lead is passed to the right sales person to close the opportunity. The lead is automaticallyroutedto inside salesto qualify and assign.

12. Fast, Consistent Customer Service • Comprehensive customization and core platform capabilities ensures business agility • Advanced workflow ensures consistency or service experience • Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling

13. Drive Fast and Consistent Service The service case is created with an appropriate service workflow. The lead is automaticallyroutedto thebest available agent. Service requests comein viaphone, web,or other channels. The knowledge baseis searched and solutions are suggested.

14. Fast, Effective Marketing Management • Intuitive segmentation tools drive superior target selection • Workflow-driven processes increasereach and relevancy • Seamless tracking of cross-channel communications saves time and money

15. Drive Fast and Effective Marketing Campaignresponsesare captured;ROI is trackedand reported continuously A new campaign is budgeted, approved,targeted, and executed across multiple channels

16. The Power of Choice for Software + Service Choose how you USE IT - Outlook, browser, mobile Choose how you GET IT - Software or service Choose how you BUY IT - Own it or rent it CHANGE it any time as your business needs change

17. Why Choose Microsoft CRM? “If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s CRM product.” - AMR Research, November 2007 ““Buyers also like Microsoft Dynamics CRM’susability and its quick time-to-valuecompared with traditional CRM applications.” - Forrester Research, February 2007

18. DISCUSSION

19. APPENDIX

20. Dynamics CRM for Small Business Small Businesses • Microsoft Dynamics CRM delivers solutions for thousands of small businesses around the world • Key requirements: • Easy, intuitive user experience for Outlook and Internet Explorer • Integrated marketing, sales, and service capabilities • Easy configuration of reports, workflow, and more

21. Dynamics CRM for Midsize Companies Mid-size Companies • Microsoft Dynamics CRM delivers solutions for thousands of midsize companies around the world • Key business and IT requirements: • Easy, intuitive user experience for Outlook and Internet Explorer • Integrated marketing, sales, and service capabilities • Easy configuration of screens, workflow, and data model • Web services integration

22. Dynamics CRM for the Enterprise Large Enterprises • Microsoft Dynamics CRM delivers solutions for hundreds of large enterprises around the world • Key business and IT requirements: • Role-tailored user experience • Easy configuration of screens, workflow, and data model • Web services integration • Flexible SOA platform • Enterprise scalability

23. Microsoft Dynamics CRM Business Architecture