Microsoft Dynamics CRM - new choices for customers, new opportunities for partners

1. Microsoft Dynamics CRM - new choices for customers, new opportunities for partners Paul Bowkett CRM Business Manager Microsoft New Zealand pbowkett@microsoft.com Wed17th Sept 2007

2. Quick Poll • What’s your business’s main focus: • Information worker • BI • Infrastructure • Dynamics ERP • Other Biz Apps • Do you use Microsoft Dynamics CRM? • Are you interesting in reselling or providing services around CRM • Or are you just here to see some really cool software?

3. Agenda • Solution overview • Microsoft investment/Next Release Update • What is the market opportunity for Partners? • How can Partners capitalise on the opportunity? • Partner resources and Next Steps

4. Annual CRM Partner Awards Thank you to our 2007 Dynamics CRMpartner solution of the year entries

5. +100% +100% FY’04 FY’05 FY’06 Microsoft Dynamics CRM at a Glance • Over 11,400 customers • Over 475,000 users • Full suiteof marketing,sales, and service • Native Officeexperience • Web servicesarchitecture • Fast, flexible, and affordable • Available in22 languages Microsoft CRMCustomer Growth Worldwide

6. Strong Growth Around The World Small Businesses Midsized Companies Large Enterprises

7. Video Microsoft Dynamics CRM Case Study

8. Market Leadership & Momentum

9. So Why Are We Winning ?

10. Agenda • Solution overview • Microsoft investment/Next Release Update • What is the market opportunity for Partners? • How can Partners capitalise on the opportunity? • Partner resources and Next Steps

11. Continuing Momentum on CRM 3.0 • New CRM Mobile Express application -- shipped in Q3 2006 (as open source) • New connectors to ERP and CRM systems -- shipped in Q4 2006 • New Office 2007 &Vista release (“v3c”) -- shipped in Q1 2007 • New Analytics Foundation package -- shipped in Q1 2007 (as open source) • New industry templates -- Available now (as open source)

12. Two key industries Manufacturing Municipal Government Available now! Shared Source Upgradeable to Titan Key Deliverables Data model, Workflows, Roles & UI, Demo Data, Demo Script, Collateral, Presentation New Vertical Templates

13. Manufacturing/Government Templates

14. What’s On the Horizon • Our next major CRM release: • Codenamed “Titan” • Will be released as Microsoft Dynamics CRM V4 • Major new capabilities include: • Platform development enhancements • Multi-tenancy enables more efficient hosting • Multi-language on one server • Multi-currency on one server • Windows workflow enables cross-process workflow • Performance optimisation (network and server) • Dozens of other enhancements & improvements

15. Microsoft Dynamics CRM V4 • Outlook- Auto update Outlook client, more offline configuration, “Most recently used” list for email tagging, Sync all activity types to outlook (phone call, letter, task, etc.), Tracking token gone, Mail-merge improvements • Business Intelligence – Multi-entity data views provides more enhanced reporting, report wizard and scheduled reports , snapshot reporting, dynamic Excel reports gain a new level of richness • Workflow – built on Windows Workflow foundation, Workflow designer available in web UI, more entities/events, processes, More robust expressions and branching • Customisation - Entity-to-entity relationship improvements, Many:Many, More UI Nav Control, new import/export functions (roles, security, workflow)… • Data Management - Duplicate record detection, Bulk Import enhancements, Support for all entities, including custom, update from import, Migration tools, purge…. • Administration – Internet Facing Deployments, Org mgr, User Import wizard, Environment diagnostics and much more……

16. Demo Microsoft Dynamics CRM V4 First Look

17. Deployment: The Power Of ChoiceOn Premise and Hosted “Software + Services” “Traditional IT” “Pure-Play SaaS” On-Premise Software Hosted Services • Control and ownership • Strategic capabilities • Customization, compliance • Infrastructure TCO • External dependencies • Time to market

18. The Power of Choice 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” or “rent to own” Dynamics CRMOn-Premise Dynamics CRMPartner Hosted Dynamics Live CRM Global On-Demand North America2H 2007

19. Demo Microsoft Dynamics CRM V4 Hosted CRM

20. Hosted CRM – The Experience This example shows CRMLive – www.crmlive.com

21. CRM V4 - Delivering Enterprise Benefits

22. CRM V4 LaunchRoadmap & Partner Activities Q3, 2007 Q4, 2007 Q1, 2008 Titan Roadmap Live CRM Early Access Titan RTM & RTW Titan Available in 20+ Languages Titan Customer Showcase (On-premise andhosted deployments) Global ReadinessTour Nov Akld(Titan Sales, Marketing& Technical Training) Global Launch Tour Events(Titan Launch events and activities) Titan Activities All dates are per current plans and subject to change.

23. CRM V4 Readiness and Launch The global readiness tour and Partner Launch tour is coming to NZ Nov 21st. We will have key people from MS Corporate to cover V4 in depth: Save the date

24. From CRM 3.0 to 4.0Invest with Confidence Build a tailored CRM system now on 3.0; Move to V4 when you’re ready! BaseCRM 3.0 system CustomisedCRM 3.0 system • Automated migration: • User interface • Business logic • Data model Now • Configuration & • Customisation: • User interface • Business logic • Data model Later CustomisedV4 system

25. Agenda • Solution overview • Microsoft investment/Next Release Update • What is the market opportunity for Partners? • How can Partners capitalise on the opportunity? • Partner resources and Next Steps

26. You Should Be In Business Applications Projected Services Revenue Attractive Market $47.9(USD) services in ‘08 in NZ Capacity needs unmet Additional upside in Software + Service CRM License Revenue Grew17.9% in New Zealand last year to US$20.0M! Source: Gartner – April 2007 Source: Gartner"Services, Worldwide, 2005-Forecast: Enterprise CRM, ERP and SCM Solution Implementation 2010", 23 October 2006, Matthew Goldman et. Al Forecast: CRM Software, Asia/Pacific and Japan, 2006-2011 April07. Sharon A. Mertz et al

27. SaaS Has Cross Segment Appeal “How interested are you in adopting software-as-a-service?” *Base: 772 decision-makers at North American and European SMBs (six to 999 employees) **Base: 667 decision-makers at North American and European enterprises (1,000 or more employees) (percentages may not total 100 because of rounding) • Source: Forrester Research • * Business Technographics® September 2006 North American And European SMB Software Survey • ** Business Technographics September 2006 North American And European Enterprise Software Survey

28. How are we doing, really…? In CRM : In ERP : Forrester: “In which vendor’s CRM software will you invest?” Forrester:“In which vendor’s ERP software will you invest?” Source: Forrester June 15, 2007, US-MB (100-1000 employees) measuring Purchase Intention Source : Forrester June 2007. US SMBs, Purchase Intention for 2007

29. Agenda • Solution overview • Microsoft investment/Next Release Update • What is the market opportunity for Partners? • How can Partners capitalise on the opportunity? • Partner resources and Next Steps

30. Different Paths to Partner Success “Artisans” We need both kindsin our community! BiggerProjects • Larger deployments • Higher complexity “Manufacturers” SmallerProjects • Repeatablemethodology • Packaged IP Initial deals LowVolume HigherVolume

31. The Next Wave Of CRM Opportunity Deliver unprecedented choice to customers: Where it runs: On-premise, on-demand, or both How you pay for it: perpetual license or subscription How you use it: Outlook, browser, mobile, portal…

32. The Next Wave Of CRM Opportunity Address new opportunities: Geographic reach: in person or “in the cloud” Segment reach: lower-cost sales and service Industry reach: packaged IP in target industries

33. The Next Wave Of CRM Opportunity Build yourcompetenciesto compete: Process expertise: workflow and analysis Technical expertise: install, configure, customise Sales and marketing : new models = new strategies

34. Resell Refer Design andDevelop Host Customise Consulting Supportand Training Making Money With Titan! Monetisation Business Model Marketplace • PARTNER • FRAMEWORK Contractual Relationship Partner Driven Innovation !

35. Real Deal Metrics • Break-even around 9-18 months • Range of initial investments is approximately $20k to $50k • Annual ROI of 33% (of expenses) in 2nd year and beyond

36. Microsoft Dynamics CRM is a Platform “Titan is the technology that underpins and is used for building Dynamics Live CRM… In the case of Titan there's an opportunity for you to build applications that would literally run on our servers. You have to use the kind of declarative programming model, workflow model on which our own CRM product is built, but you can, of course, write your own Titan applications either on-premise, hosted or hosted in our datacenter.” Steve Ballmer CEO, Microsoft Corporation Worldwide Partner Conference, July, 2007

37. Data-centric Business Applications • Example Solutions • Case Management • Response Call Center • Contracts Mgmt • Incident Mgmt • Grant Management • Inspections/Audits • Application tracking • Investment Mgmt • Finance/Advisor • Mobile Case Workers • Tracking Solutions • Analytics • Performance Mgmt • G2C & G2B Solutions • Custom LOB • Recruitment/HR • Event Mgmt • Loyalty Programs • Legal Mgmt.... Outlook, Web & MobileClients Rich Analytics Reporting & Dashboards Integrate withexistingLOB Systems ConfigurableSchema, Formsand Workflow

38. Video ISV Solutions on CRM

39. Agenda • Solution overview • Microsoft investment/Next Release Update • What is the market opportunity for Partners? • How can Partners capitalise on the opportunity? • Partner resources and Next steps

40. Next Steps and Partner Resources

41. - Your Feedback Is Very Important - Please complete the evaluation forms- To receive our monthly newsletter please email pbowkett@microsoft.com - To see CRM in action with Sharepoint attend the session on Thur at 1.50 Questions? Paul Bowkett CRM Business Manager Microsoft New Zealand pbowkett@microsoft.com Wed17th Sept 2007