Download - Dynamics CRM European University Tour
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Microsoft Dynamics CRM 4.0
Marco Amoedo
Solutions Architect & Chief Developer
Dynamics CRM MVP
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AgendaAgenda
• What CRM is?
• CRM Software: Microsoft Dynamics CRM 4.0
• xRM: Dynamics CRM as a Line of Business Applications • xRM: Dynamics CRM as a Line of Business Applications
Platform.
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CRM.... What!?!?
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Customer Relationship ManagementCustomer Relationship Management
Let’s try a definition
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Customer Relationship ManagementCustomer Relationship Management
People and
Processes
Strategy
Create long term and beneficial relationships with the Company’s customers
Software
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Understood???
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Customer Relationship ManagementCustomer Relationship Management
Let’s try with an example…
The Coffee Shop around the corner
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Good
products and
excellent
service
Nice and
Friendly
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But overall……
He knows his
customers
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Who likes black coffee
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Who loves cappuccino
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Who prefers a
chocolate muffin
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And what is the benefit of all this stuff??And what is the benefit of all this stuff??
By knowing the needs, tastes, preferences, desires and wishes….
We can do...
Cross Selling
– Sell additional products: Offer a croissant to the sweet tooth guy. Sell
the newspaper, etc...
Up SellingUp Selling
– Sell products with a better profit/margin: Offer a special African
blended coffee to the posh, a bigger cup of coffee, etc.
Forecast sells and demand to plan the stock
– On Sunday more people come to have and appetizer and read the
newspaper, we get more copies to sell. From Monday to Friday more
people come to have breakfast, we get more croissants and muffins.
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And what is the benefit of all this stuff??And what is the benefit of all this stuff??
But overall….
To gain customers loyalty, by offering
services and products that cover their services and products that cover their
needs, to provide longer and more
profitable relationships.
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Some facts...Some facts...
A longer relationship yields more benefits for the company
Buys more, Spreads the word, price is less important, cheaper to serve
“… It is 6-7 times more expensive to gain a new
customer than retain an existing customer. …”
Harvard Business Review
Buys more, Spreads the word, price is less important, cheaper to serve
Did you know…
…companies lose half of their customers in five years term?
…keeping about 5% of those customer can make the benefits go up by 25%
to 100%?
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1.5M
2.0BPequeñas empresas
13%Grandes empresas
40%
“La Era del CRM”
Algunos datosAlgunos datos
1M
1.5M
500K
Norteamérica Europa
Medianas empresas47%
Norteamérica y Europa crecen el 6.2% en inversión CRM.
Las Medianas empresas están apostando fuerte por la inversión en CRM (47%).Las Pequeñas aumentan la inversión a nivel anual (13%).Las Grandes Corporaciones se mantienen firmes en la inversión (40%).
Source: Gartner Inc.
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Going back to the example…Going back to the example…
In our example all the CRM strategy is executed from…
The most powerful computer... The waiter’s head :o)
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Our business is a
booming, and
customers come
in thousands
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The business growths and The business growths and
we open new cafeterias
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Our products are very
successful and we keep
growing
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The team also growths… the
information starts to be spread and
fragmented around multiple heads...
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We are on risk of stop knowing our
customers and commit fatal mistakes...
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Our business can derail and crash...
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We need to define an strategy and the
processes to ensure that we know our
customers...
Along the technology and CRM Software
to support them
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CRM SoftwareCRM Software
Microsoft Dynamics CRM 4.0
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What is a CRM Software?What is a CRM Software?
Customer facingSales, Marketing, Service and other activities
Business ProcessBusiness ProcessUsing workflow rules to provide a consistent execution across the company and get a better visibility.
CollaborativeEmpower internal staff as well as external partners to work as a team, improving efficiency and maximising the productivity
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CRM EcosystemCRM Ecosystem
Marketing
Customer Customer Service
Sales
Design, Production, Accounting, Logistics,
HR...
CRM ERP
Organisation
Customer
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Fits with your PeopleRight User Experience for each employee role
Success depends on using a Success depends on using a CRM that fitsCRM that fits
Fits with your BusinessFits with your BusinessFast and Easy to configure to fit your way of work
Fits with your EnvironmentFast and Easy to deploy and integrated with your stack
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Microsoft Dynamics CRMMicrosoft Dynamics CRM
Simple and Natural,
albeit powerful,
User Experience
Provides a flexible and Works the your
Works the way
you do
Provides a flexible and
configurable platformWorks the your
business does
Easy to deploy,
maintain and scale
up
Works as
technology should
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• Choose where:
– Outlook, Browser, Mobile
• Choose How:
– Software or service
On Premise
Software + Services: The power of choice
– Software or service
• Choose When:
– On-Premise or rented
Change your mind at any time
Dynamics CRM
CRM Online
Hosting en
partner
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Microsoft CRM de un vistazoMicrosoft CRM de un vistazo
• Sobre14,000 clientes desde
Pymes hasta Corporaciones
• Sobre 700,000 usuarios en
más de 80 países.
• Completa Suite CRM de
Marketing, Ventas y Servicios
• Experiencia Office Nativa
para facilitar la adopción
• Red Global de partners
• Rápido, Flexible y Asequible
para facilitar la adopción
• Multi-Idioma con más de 25
idiomas soportados
• Arquitectura avanzada
basada en SOA / Web
services
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Microsoft Dynamics CRM 4.0Microsoft Dynamics CRM 4.0
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xRMxRM
Going beyond CRM
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xRM.... What!?!?
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XRMXRM
Customer Relationship ManagementAnything Relationship ManagementCustomer Relationship ManagementAnything Relationship Management
• Students Relationship Management
• Citizens Relationship Management
• Hospital Relationship Management
• Police Relationship Management
• Social Housing Management
• Charity Relationship Management
•…..
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It’s more than just contact managementIt’s more than just contact management
Sales Service
Marketing
Process automationProcess automation
Easy to configure and customiseEasy to configure and customise
Extensible Extensible ArquitectureArquitecture
SDK + Web ServicesSDK + Web Services
• Sales, Marketing, Service
• Activities and communication
• Rich reporting and analytics
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What we need from an Application PlatformWhat we need from an Application Platform
Data Schema…
Capability to create entities and relationships relevant for our domain
Presentation – User Interface…
Avoid having to worry about it.
Business Logic and Processes…Business Logic and Processes…
Customise the business login and map the processes
Integration and Extensibility…
Extend the functionality and easy integrate new features
Security…
Having sounded security mechanisms to control information access
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Data SchemaData Schema
Extensive customisation CapabilitiesCreate/Modify entities, attributes and
relationships
Strong attribute type system
Relationships between entities
Enable entities for Offline working
Activity Customisations
Support for Web and‘Offline’
Schema ManagementTools integrated on the UI and Web
Services
Role base access with fine granularity
control
Customisation publishing without
restarting
Schema PortabilitySupport for Import / Export
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Customise User ExperienceCustomise User Experience
Form CustomisationsForm layout customisation
IFrame support
ISV Extensions support
Client ScriptingField and Form level eventsField and Form level events
Enriched set of Methods and
Properties
NavigationNavigation customisation - SiteMap
Custom entities support
Custom menus and buttons
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Business Process AutomationBusiness Process Automation
Workflow
Declarative designer integrated on the UI
Allows logic rules, wait conditions, and actions
Support for event based and manually fired Workflows
Built on top of WWF and extension capabilities with .Net
Service Oriented
ALL the functionality is exposed through Web Services
Following Web Service standards for interoperability
SOA architecture
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Integration and Extensibility (I)Integration and Extensibility (I)
Plug-ins
Allow to extend and modify the Business Logic with .Net Framework
Pre and Post events with rich context information
Web Service integration and Easy deployment
Used for...
Complex Validation
Integration
Data Auditing
….
CRM
Application
CRM Tools
CRM SDK
CRM Platform
Method
Pre-Plug-In
Post-Plug-In
Platform CoreOperation
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Extensibility and Integration (& II)Extensibility and Integration (& II)
Workflow
Add new custom workflow activities using .Net Framework
Web Service integration and Easy deployment
Web ApplicationWeb Application
UI Extension with new Web Applications
Integration of Existing and External Apps
SiteMap, ISV.Config and IFrames
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Arquitectura del Framework de EventosArquitectura del Framework de Eventos
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SecuritySecurity
Object level security
User Roles and Record level ownership
Organisation Structure
Team Work and Collaboration
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xRM PlatformxRM Platform
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Extensible UI(XML Config File)
Form Events(JavaScript)
IntegratedApplications
Reporting(Excel and SRS)
Web Services
Microsoft Dynamics CRM ArchitectureMicrosoft Dynamics CRM Architecture
Platform Layer Options
Presentation Layer OptionsForms Design, Client-Side Scripting,
and Custom UI Development
Data Access Platform
Metadata Data
Business Entity Components
Data Access Components
Synchronous and Asynchronous Business Logic
Plug-Ins (Pre)(.NET Assemblies)
Plug-Ins (Post)(.NET Assemblies)
Security
Workflo
w
Custom Actions(.NET Assemblies)
Filtered SQL Views
Platform Layer OptionsData Model Customization, Workflow,
Custom Platform Development
Data Services OptionsCustom Reporting, Custom Analysis
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New User eXperience
Windows Presentation Foundation
Silverlight
Office Business Applications
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User User eXperienceeXperience in software?in software?
• User eXperience matters
– Data Visualisations, Graphics and Media, Accessibility
• Improves the ROI for the Software
– Better adoption, lower training costs, improved productivity
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Microsoft Client PlatformMicrosoft Client Platform
Silverlight Mobile
Mobile
WPFSilverlight
.NET
XAMLDesktopWeb
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Deciding What to use and When to use itDeciding What to use and When to use it
• WPF and .NET Framework is the perfect platform to delive
desktop application
• Silverlight is the perfect platform for RIA applications
• Silverlight is lighter
– Easy deployment – Easy deployment
• Skills and Knowledge are reusable between both
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Designer/Developer CollaborationDesigner/Developer Collaboration
==
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Converging Design and DevelopmentConverging Design and Development
Public void myCodeBehind{}<myXAML/>
Ben – The DeveloperJulia – The Designer
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Graphic Design Institute Graphic Design Institute WPF Client + Silverlight
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MSCRM + WPF
• Easy to connect through the Web Services
• Better access to business critical information from DesktopsDesktops
• Provides a Rich User eXperience
• Enables a better adoption and improves productivity
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MSCRM + Silverlight
• Better integrated data
visualisation – getting CRM
Data alive!
• Integrated on CRM Interface
• It can interact with CRM
Web ServicesWeb Services
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What OBA is?What OBA is?
SharePointOCS Exchange…
Servidores
VSTOSharePoint designerHerramientas LOB System Office ClientSharePoint designer…
Herramientas
SearchWorkflow…
Servicios
ExcelWordOutlook…
Aplications
LOB System Office Client
SharePoint Server
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Using the Office PlatformUsing the Office Platform
• Developers have a sounded office platform where they can build /
integrate new Line of Business Aplications
• Users can work in a familiar and comfortable environment
• Organisation maximises the investment on Office and other Microsoft
technologies
End user
Developer
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VSTO Add-inVSTO Add-in
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VSTO
• The reason for VSTO
– Get together the best of Office
and .NET
– Provide a comfortable developer
experience
– Provide a solid base
• Easy to connect with CRM using • Easy to connect with CRM using
the Web Services.
• Connection with other Services
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One last thing...
REMEMBER…..
THERE ARE NO SILVER BULLETS
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© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing
market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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The Basics – Create (Getting data in…)
// Assuming you already have a configured CrmService class
// named “service”
// Create an account entity and assign data to some attributes.
account newAccount = new account();
newAccount.name = "Greg Bike Store";newAccount.name = "Greg Bike Store";
newAccount.address1_postalcode = "98052";
newAccount.address1_city = "Redmond";
// Call the Create method to create an account.
Guid accountId = service.Create(newAccount);
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Algunos datos…Algunos datos…
Una relación duradera genera más beneficio para la empresa
• Compra más cuando la empresa introduce nuevos productos o moderniza
“… It is 6-7 times more expensive to gain a new
customer than retain an existing customer. …”
Harvard Business Review
• Compra más cuando la empresa introduce nuevos productos o moderniza
los productos existentes
• Habla favorablemente acerca de la empresa y sus productos
• Presta menos atención a las marcas y la publicidad de la competencia y es
menos sensible al precio
• Ofrece ideas de producto o servicio a la empresa
• Cuesta menos atenderlo que a un cliente nuevo porque las transacciones
se vuelven rutinarias
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Algunos datosAlgunos datos
Sabías que…
… las empresas pierden la mitad de sus clientes en un plazo de 5
años?
… conservando un 5% de esos clientes los beneficios pueden … conservando un 5% de esos clientes los beneficios pueden
incrementarse entre un 25% y un 100%?
… interactuar con sus clientes es esencial para consolidar su
negocio?
… gestionando correctamente la información puede conseguir
nuevas oportunidades y expandirse rápidamente?
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User Experience in Software?User Experience in Software?
WindowsWindows Office 2007Office 2007
Ease of use
Learn ability
Performance
Reliability
Security
Optimized form factors
Legibility/Readability
Relevance/Contextualization
Richness
Graphics and media
Data visualization
Higher fidelity information
Globalization
Accessibility
Hardware and printing
integration
Measuring UX ROI
Success
Productivity
Retention
Comprehension
Conversion
Satisfaction
Excitement
Repeat Use
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DesktopServer, Services
ToolingTooling
Server Vista
XAML
Media and RIA
DesignerLook, behavior,brand, and emotionalconnection
DeveloperFunction, deployment,
data, security,operational integrity
XAML
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XAML: Declarative Programming for WindowsXAML: Declarative Programming for Windows
Markup for Windows
– Build applications in simple declarative statements
Code and content are separate
– Streamline collaboration between designers and developers
Easy for tools to consume and generateEasy for tools to consume and generate
<Button Width="100">OK
<Button.Background>
LightBlue
</Button.Background>
</Button>
Button b1 = new Button();
b1.Content = "OK";
b1.Background = new
SolidColorBrush
(Colors.LightBlue);
b1.Width = 100;
Dim b1 As New Button
b1.Content = "OK"
b1.Background = New _
SolidColorBrush _
(Colors.LightBlue)
b1.Width = 100
OK
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WPF Vision
Unified approach to UI, Documents, and Media– Integration as part of
development and experience
Integrated, vector-based composition engine– Utilizing the power of the PC
throughout the graphics stackthroughout the graphics stack
Declarative programming– Bringing designers directly into
application development
Ease of deployment– Allowing administrators
to deploy and manage applications securely
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Top Reasons to Use WPF
• Modern graphics
• Better architecture, maintenance
• Ease of customization and designed for extensibility
• Developer - Designer workflow workflow
• Future investmentson client
• Reuse of skills, tools,and assets on the web and cross-platform (using Silverlight)
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¿Por qué OBA?¿Por qué OBA?
Entornos más productivos
Aprovechar lo que tenemos
Solucionar desafíos críticos para el negocio
Incrementar la
Hacemos las cosas de formadiferente
Obtener valor de la información
Incrementar la productividad
Ajustarse a la forma de trabajar y al cambio
Conectar la información con las personas
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Silverlight Overview
• Compelling Cross-Platform User Experiences
• Immersive media experiences and RIA
• Seamless, fast installation for end users
• Consistent experiences on Mac/Windows
• Flexible programming model with
collaborative tools
• Integration with Web technologies• Integration with Web technologies
• Based on the .NET Framework
• Role specific tools for designers/developers
• Efficient, lower cost delivery, and more
capable media
• HD to Mobile w/SMPTE VC-1
• Broad media ecosystem
• Tools for live and
on-demand publishing
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DesktopServer and Services
SilverlightSilverlight is a .NET Technologyis a .NET Technology
.NET
BrowserDevices, Mobile
Silverlight extends your .NET reach
.NET
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Reuse with Silverlight
• Silverlight is a compatible
subset of WPF• Tool reuse
• Asset/code reuse
• Knowledge and
communitycommunity
• Joint innovation• Controls Toolkit
• Visual State Manager
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Beneficios de Beneficios de SilverlightSilverlight
Proporciona increíbles experiencia multi-plataforma
Alcanzar nuevos mercadosAlcanzar nuevos mercados
Incrementar la productividad de los desarrollos y el trabajo en equipo
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Silverlight and CRMSilverlight and CRM