April, 2008

Better Together!

Integrated GP & CRM

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How Do We Define CRM?

Customer FacingSales, marketing, service and other activities

Business Process DrivenWorkflow drives consistent execution across business units and systems

Collaborative Enables teams to work with others, inside and outside of your organization to help maximize your business

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

Understand the Full Customer Life Cycle

Source: Forrester Research, Inc.

Offer

Target

Prioritize

Interest

Configure

Quote

Sell

Diagnose

Service

Interact

Marketing

Service Sales

CustomervalueCustomer acquisition

Customerretention

Customer analytics and data management

Fits Your PeopleThe right user experience for every user role

Success Depends On Delivering CRM That…

Fits Your BusinessConfigures quickly to meet your specific needs

Fits Your EnvironmentDeploys quickly and integrates existing assets

Six Key CRM Goals

• Driving innovation and top-line growth• Improving the customer experience• Re-engineering customer-facing processes• Boosting the productivity of customer facing workers• Exploiting customer analytics• Pushing global standards and service-oriented architecture

(SOA)

Forrester Wave™: Enterprise CRM Suites, Q1 ’07

February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”

Mid-size CompaniesMid-size CompaniesSmall BusinessesSmall Businesses Large EnterprisesLarge Enterprises

Microsoft Dynamics CRM: Global Customer Base

Microsoft Dynamics CRM Suite

Full CRM suite capabilities and application flexibility-Interactions-Marketing-Sales-Service-xRM-Business Process-SOA-Flexible Deployment

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

Drive Fast and Productive Sales

A lead is created withthe appropriatesales workflow.

The lead is automaticallyrouted to inside salesto qualify and assign.

The lead is passed to the right sales

person to close the opportunity.

A prospect requestsmore information

via the web.

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

Drive Fast and Effective Marketing

A new campaign is budgeted, approved,

targeted, and executed across multiple channels

Campaign responsesare captured;ROI is tracked

and reported continuously

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

Drive Fast and Consistent Service

The service case is created with an appropriate service workflow.

The lead is automaticallyrouted to the

best available agent.

Service requests comein via phone, web,or other channels.

The knowledge baseis searched and solutions

are suggested.

Why Choose Microsoft Dynamics CRM?

““Buyers also like Microsoft Dynamics CRM’s

usability and its quick time-to-value

compared with traditional CRM applications.”- Forrester Research, February 2007

““Buyers also like Microsoft Dynamics CRM’s

usability and its quick time-to-value

compared with traditional CRM applications.”- Forrester Research, February 2007

“If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s [Dynamics]

CRM product.”- AMR Research, November 2007

“If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s [Dynamics]

CRM product.”- AMR Research, November 2007

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

Microsoft’s Vision for CRM

Deliver an easier and more natural user experience

Deliver highly configurable workflow

and analyticsWorks the way

your business does

Deliver a flexible platform that

simplifies integrationWorks the way

technology should

Works the way you do

Microsoft Dynamics CRM Business Architecture

Benefits Of An Integrated ERP/CRM

• Quickly discover a product’s location• Determine an item’s availability• Inventory quantities• Order, including status• Invoices, including status• Price level• Understand customers’ buying preferences and purchasing

patterns• Gain insight into your customers’ payment history, including

credit-hold status• Forecast and plan activities that help project revenue and

growth

Best-of-Breed Integration Options

• Microsoft BizTalk Server• Advantages

• Enterprise class• Centralize ALL business integration rules (not just GP)

• Disadvantages• Complex

• Scribe Insight Server• Advantages

• OOB template for Dynamics CRM to GP integration

• Disadvantages• Business integration rules do not reside in a central location

DEMONSTATION• Order Integration• Account Integration

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