crm 2011 whatâ€™s new

Steven Foster May 2011

CRM 2011 – What’s New

CRM 2011 Twilight – What's New

Steven Foster: CRM Product Manager My role is to drive the Microsoft CRM business,

delivery and partner relationships

People call me passionate about CRM and even an evangelist!

I have been working in the field of CRM for over 12 years, implemented many CRM solutions and have experience across a broad range of CRM technologies, industries and countries.

http://www.vector.co.nz/ /


Introducing Dynamics CRM (5mins)

Feature Demonstration Top 10 (ish) (30mins)

Upgrading and On-boarding – what you need to know (15mins)

Questions

Agenda


Is a flexible business application that helps organisations increase

business productivity and drive connections across people, processes

and ecosystems

xRM Framework

Core CRM

Sales Productivity

Customer Care

Marketing

Extended CRM

Industry Solutions

Custom Applications


FORRESTER -Medium

“Microsoft Dynamics

CRM shines by offering

flexibility for large and

midsized organisations.”

~ Bill Band


“Adopting a productivity focus that changes the way we work is the only path to lock in productivity gains and earnings.

Achieving productivity gains requires changing the way people work so they work smarter, achieve more, deliver greater quality and realize the value of their efforts.”

The Road Ahead…


Microsoft Dynamics CRM 2011 delivers The Power of Productivity through familiar, intelligent and connected experiences for people inside and outside an organization

The focus of CRM 2011

Familiar – natural and personal

Intelligent – insight and actionable

Connected –

collaborative and integrated

CRM 2011 Feature Demonstration


Lots of Features ...

Business Process Management

• Business org. modeling

• Tree based designer

• Hyperlink support in prompts

• Static & dynamic response types for prompts

• Custom workflow activity

• Import/export process definition

• AppFabric integration

• Interactive workflow

Content Management

• Track changes

• Version control

• Automatic folder creation

• Secure file sharing

• Quick preview

• Simultaneous editing

• Single sign-in

• Text search with documents

User Experience

• Native Outlook search experience

• Column filters

• email template support

• Outlook Social Connector

• Record counts

• Re-occurring meetings

• Meetings bi-directional synch

• Context menus

• Accessibility compliance

• Voice recognition tools support

• Outlook follow-up/reminders

• Outlook categories on CRM records

• Data cleansing enhancements

• Data mapping

Personalization

• Multiple application use/switching

• Intelligent choice controls

• Dynamic forms

• Navigation shortcuts

• Flexible filtering and search

• View selection persistence

• Personalized synch folders

• Personalized reading pane

Customer Care

• Custom activities

• Customer care dashboard

• Case modeling

• KB article customization

• Workload management

• Flexible queues

• Business/contact center goals

• System-wide auditing

Sales

• Quota management

• Team selling capabilities

• Connections

• Custom currency

• Sales dashboard

• Write-in products

• Negative price support

Marketing

• Marketing dashboard

• Dynamic Marketing Lists

• Bulk update

• Rich CRM emails

• Improved Data Import Wizard

Over 500 enhancements

Customization and Extensibility

• Forms designer

• System views

• Visualization Designer

• Customizable dashboards

• “Any to Any” relationships

• Multi-factor authentication

• Interactive override for Field Level Security

• Global Jscript libraries

• HIPAA certifiable

Management and Administration

• Multi-nation setup

• Claims based set-up configuration

• Server admin automation

• Organization management automation

• Simple Internet-facing deployment

• MUI upgrades

• Org. update/upgrade

• Tenant by tenant upgrade migration

• Server farm updates

• Deployment Web-Services

Integration

• Azure Service Bus integration

• Firewall tunneling

• Bulk data load

Solution Management

• Solutions hosting

• Solution lifecycle management

• Managed properties

• Community rankings

• Listings details and management

• Search and navigation


Outlook Client Reading Panel

Multiple Views Conditional Formatting

Easy to see Tracked record

information

Access to CRM Fields from

Outlook activity records

Charts and Dashboards Dynamic Marketing lists

Feature List Top 10 (ish) demo Navigating records and lists

Role Based Forms

Sub Grids

Connections

Auditing and Security Enhancements

CRM Form enhancements

Ribbon Extensions

Goals

Mobile Express

Upgrading and On-boarding


Existing Customers Upgrade options exist and reasonably painless in experience to date

Next slides will review options

New Customers 30 day trial for Microsoft Online

Intergen Rapid Results for CRM

Intergen Health check for CRM

Lets meet and discuss requirements

Upgrading and On-boarding


Windows Server 2008 SP2 or R2 x64

SQL Server 2008 SP1 x64

Outlook Client v4 update release 7 and above for backward compatibility with CRM 2011

Windows 7, Vista or XP

Microsoft Office 2003 (SP3 or later), 2007 or 2010

IE 7 or later

CRM Rollup 7 or later for compatibility with CRM 2011

Software Requirements


Currently installed Version 3 and want to upgrade to CRM 2011

On Premise Version 4 to CRM 2011 on premise

Microsoft Online Version 4 to CRM 2011 Online (US Only)

On premise Version 4 to Microsoft Online 2011

Upgrade Scenarios


Online 4 to Online 2011 – Managed by Microsoft

In Place Upgrade – Existing Environment meets minimum requirements. Upgrade applied directly to CRM v4.

Connect to Existing Upgrade – Create new Windows Server 2008 for CRM 2011 and connect to same SQL Instance.

Migration Upgrade – Create new environment for Windows Server and SQL Server and import V4 organisation via deployment manager.

Upgrade Methods


Upgrade Matrix UPGRADE TO

VERSION 4

MIGRATE TO

VERSION 4

ONLINE

MICROSOFT V4

ONLINE TO

CRM2011 ONLINE

IN PLACE CONNECT TO

EXISTING

MIGRATION

Currently

installed Version

3 and what to

upgrade to CRM

2011

X

X (must meet

minimum SW

specs)

X (SQL server

meets minimum

specs)

X

On Premise

Version 4 to CRM

2011 on premise

X (must meet

minimum SW

specs)

X (SQL server

meets minimum

specs)

X

Microsoft Online

Version 4 to CRM

2011 Online X

On premise

Version 4 to

Microsoft Online

2011

X X

Questions

Thank You


1. Social Customer Engagement 2. Streamlining Marketing and Sales to drive revenue based outcomes

and a move away from activity based outcomes 3. Greater access to data and metrics at a personal user level 4. Growth of mobile applications and the empowerment of customer

facing employees 5. Growth of SaaS understanding and impact on a business 6. Extending CRM to realise greater ROI across the business 7. Continues alignment of companies and web experience 8. Greater choice demands consistency in approach 9. Customer data management best practice continues to be an issue 10. Repeatability of engagements

Trends for CRM in 2011

crm 2011 whatâ€™s new

Documents