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Driving Success with Microsoft Dynamics CRM R oss Dembecki Lead Product Manager CRM Microsoft Australia. SESSION : AP028. Welcome to the CRM General Session!. State of the Business. Partner Perspectives – An ISV and an SI. Dynamics CRM Roadmap. Demo : Connected Cloud.

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Driving Success with Microsoft Dynamics CRMRoss DembeckiLead Product Manager CRMMicrosoft Australia


welcome to the crm general session
Welcome to the CRM General Session!

State of the Business

Partner Perspectives – An ISV and an SI

Dynamics CRM Roadmap

Demo: Connected Cloud

Opportunities for Partners

Next Steps at APC

microsoft dynamics crm powers productivity
Microsoft Dynamics CRM Powers Productivity

Comprehensive CRM that’s easy to use and improves the productivity of sales, marketing and customer service professionals

  • Full-Suite CRM:Sales, Marketing and Service modules
  • Works with Office 365for complete Cloud productivity experience
  • Familiar Microsoft Outlook interface
  • Sign up and get a trial in 5 minutes
  • Instant on, anywhere access
  • Flexible configuration and customisation
  • Real-time dashboards and visual insights
  • Secure and Reliable with 99.9% SLA
business at a glance
Business At a Glance

Over 2Musers in more than80 countries and 40 languages

Over 30,000customers from small to enterprise

Over 1,200 partners with CRM competency

Over 100service providers hosting Dynamics CRM

Regional data centres in the USA, Europe and Asia

Multi-tenant architecture for cloud and on-premises

Developer symmetry between our cloud and on-premises

Delivering more value for less for our customers worldwide

Highest rated CRM suite by Forrester, Leader Quadrants by Gartner

compelling value recent forrester tei study
Compelling Value: Recent Forrester TEI Study

Total Economic Impact (TEI)

“Based on the study’s findings, companies looking to implement Microsoft DynamicsCRM 2011 can anticipate significant productivity gains and cost savings.”

Microsoft Dynamics CRM 2011delivers an average 243% ROIand a Payback period of4.1 months.


increase in salesproductivity


return onmarketing spend

  • 15%▼
  • reduction inlabour costs
  • costs to deployand maintain





Forrester’s Total Economic Impact™ Study, May 2011

compelling value compared to salesforce com
Compelling Value: Compared to

Unlimited Edition


Enterprise Edition


AP089Thur 1:45

$94.85* user/month

Professional Edition




*based on Office 365 E3 plan

delivering more value to our customers
Delivering More Value to Our Customers

Full CRM Suite Capabilities

Better User Experience

Lower Cost

Flexible Configuration and Customisation

customer care accelerator
Customer Care Accelerator

The Customer Care Accelerator (CCA) for Microsoft Dynamics CRM 2011 showcases how organisations can take advantage of the building blocks in the User Interface Integration (UII) Software Development Kit (SDK) to build unified agent desktops.

CRM 2011

Online and On-Premises


UI Automation


Reference Implementation

Supported Solution

  • Support for new CRM features like managed solutions and claims-based authentication
  • Enhanced UI automation tool with new activities and data driven adapter
  • A pre-built scenario with sample data, workflow, and UI automation
  • Support by CTS for CCA as a Microsoft Dynamics CRM Certified Solution

CCA Capabilities

Reference Implementation

Admin Management

Framework for CTI

Desktop Shell API

Auditing and Reporting

Application Integration

Workflow Automation

Single Sign-On

Learn more about CCA at

microsoft dynamics marketplace

Microsoft Dynamics Marketplace

Global platform for partnerlistings and solution packages

Help customers discover you

Powerful lead generation toolwith traffic driven by Microsoft

Dashboardprovides analysisof traffic and leads

Available today inmore than 29 countries

AP045Wed 2:45

marketing sales enhancements in 2011
Marketing & Sales Enhancements in 2011

Dynamic Marketing Lists

Conditional Formatting

Goal Management


Excel re-import

Product & pricing enhancements


Outlook Social Connector

Dashboards and visualisations

Contextual document management

john gravely clickdimensions pod 19 twitter @ clickdimensions
John Gravely

ClickDimensions – Pod 19

Twitter: @ClickDimensions


Driving Marketing Productivity

marketing automation
Marketing Automation

Email Marketing

Lead Scoring

Web Tracking

Social Discovery

Form Capture


Campaign Tracking

API (with Event and eCommerce Tracking)

Landing Pages


Drip Marketing

Subscription Management

traditional marketer s tools
Traditional Marketer’s Tools



Web Site Analytics


Discovery and/or Monitoring



crm email analytics surveys social
CRM + Email + Analytics + Surveys + Social

ClickDimensions on Windows Azure

- ClickDimensions API

All Data in One Place

- Dynamics CRM data- Email Marketing Data- Web Analytics Data- Surveys, Social

Customer Web Site(s)

Recipient Inboxes

partner opportunity
Partner Opportunity

No fees – no drama

Dedicated Partner Account Manager

Year over year margin

Internal use rights

Demo account provisioning

Demo system access

Referral fee for non-CRM partners

Lead with marketing and close more deals

csg overview
CSG Overview

Established in 1988 in Darwin, listed on the ASX in 2007

Full service ICT company with end to end capability to deliver integrated Technology Solutions and services

Strong track record of success in delivering large complex projects on budget and on time

Customers ranging from large blue chip organisations and government to SMEs

Employ over 1200 staff across Australia and New Zealand

60 staff in CRM practice, incl. 3 MVPs

csg go to market strategy
CSG – Go To Market Strategy

Strong Focus on XRM Solutions (platform approach) and traditional SFA

  • Enterprise Accounts - Public Sector/Financial Services Corporate Accounts – utilities, engineering

Focus on Microsoft Platform – led by CRM 2011

  • SharePoint/Lync/BI/Azure – (Office 365) Up/Cross Sell

CRM ‘Portal’ approach – surface of many LOB apps inside the application

Work closely with ISV solutions such as Scribe, Exact Target etc. to deliver complete solutions

csg the cloud
CSG – The Cloud …

Accelerated deals closing – sell to “the business” and remove IT involvement

Enterprise/Tier 1 embracing the cloud … for the rightapplication

Perfect for POC/Conference room pilot – instant creation of environment

CRM 2011 Online + Office 365 = $$$

Need to re-assess sales/commissions structures, use accelerators.

winning customer scenarios
Winning Customer Scenarios




CRM ApplicationsSales Productivity – Customer Care – Marketing

Extended CRM Applications

Industry Solutions - Custom Applications

xRM Framework

Cloud Services

On-premises Systems

dynamics crm the road ahead
Dynamics CRM – The Road Ahead

Marketplace Extensibility

Connected Services, Devices, Experiences

Rapid Release Cadence

Server and Cloud Deployment Options

a look at the q4 2011 crm online service update
A Look at the Q4 2011 CRM Online Service Update

Unified O365 Experience*


Feature Enhancements

Social(Wave 1)

New BI Capabilities

Unified Provisioning

Identity Federation


Enhanced Dialogs

WP7 Activity Feeds App


In-Region Disaster Recovery

Unified Administration

Enhanced Data Cleansing

Online and on-premise

* Note: For end-users, the O365/CRMOL experience is unified today.

** Note: For EA customers, billing is already unified today..

craig steere technical solution professional microsoft dynamics crm microsoft australia pty ltd
Craig Steere

Technical Solution Professional

Microsoft Dynamics CRM

Microsoft Australia Pty Ltd


The Connected Cloud Experience

coming soon
Coming Soon…

In H1 2012, Dynamics CRM and Dynamics CRM Online will add support for multiple web browsers on PCs and Macs:

  • Google Chrome
  • Mozilla Firefox
  • Apple Safari
key offers for partners and customers
Key Offers for Partners and Customers

Extended CSA Promo

Dynamics CRM Online

40% Margin onInitial 12-Month Contract

Valid through

29 June 2012

Extended Launch Promo

Dynamics CRM Online

of $42.25 AUD


Valid through

31 December 2012

Note: Standard $54.75 AUD

key crm sessions to attend at apc
Key CRM Sessions to Attend at APC

(AP036) Better Together: Increase your sales with Dynamics CRM Online, Office 365 and Windows IntuneWednesday | 1:45 P.M. – 2:30 P.M.

(AP045) Dynamics Marketplace - What does it mean to you?

Wednesday | 2:45 P.M. – 3:30 P.M.

(AP056) Using what you already have - the easy way to use Microsoft CRM Online to improve the way you do business, serve customers, and sell more

Thursday | 8:45 A.M. – 9:30 A.M.

(AP058) Be Dynamic: Opportunities for Growth with Microsoft Dynamics

Thursday | 8:45 A.M. – 9:30 A.M.

(AP062) Evolve your ISV business with Microsoft Dynamics CRM in the Cloud and On-Premise

Thursday | 9:45 A.M. – 10:30 A.M.

(AP074) Microsoft Dynamics CRM Online – Ready, Set, GO!Thursday | 11:00 A.M. – 11:45 A.M.

(AP089) Competing with CRM against

Thursday | 1:45 P.M. – 2:30 P.M.



dynamics crm 2011 don t fall behind
Dynamics CRM 2011 – Don’t Fall Behind!

Harness the power of Microsoft Dynamics CRM 2011 with the following training packages from Advanced Training!

  • Pick up a flyer at the Microsoft Dynamics Booth @ the Exhibit area.
  • Please note that all prices are exclusive of GST. This offer is only valid for specific dates in Melbourne, Sydney and Brisbane.

Contact Edgar Kautzner from Advanced Training for details on (03) 9300 3600 or

partner resources

Ensure potential customers can find you on Pinpoint

Leverage the Partner Marketing Centre to help you reach more potential customers

Skill up your teams for success with the Partner Learning Centre and local Readiness

Get paid – ensure that you qualify for the CRM Certified Software Advisorincentive. Speak to your PAM for more info

Differentiate your business by signing up to the Customer Relationship Management competency