What Microsoft Dynamics CRM 2013 will mean for the Enterprise customer

Pravin KumarPrincipal Program ManagerMicrosoft Corporation@ppk007

Barry GivensDirector of Product ManagementAvanade@barrygivens

ServicesExperiences Applications

An evolving landscape

Devices

Connecting with customers is getting complicated

Microsoft Dynamics CRM 2013

CRM ON THE GO SOCIAL IN CONTEXTREIMAGINED EXPERIENCE PROCESS AGILITY

Microsoft Dynamics CRM 2013

Productive from any device

CRM ON THE GO

Work across boundaries

SOCIAL IN CONTEXT

Cleaner, faster, more

intuitive interface

REIMAGINED EXPERIENCE

Agile process

guidance

PROCESS AGILITY

© 2012 Avanade Inc. All Rights Reserved.6

Work is changing

More than 60% of employees use personal devices or technology for business purposes.

Consumer experience is driving higher expectations

Companies who are “all in” are more likely to report improved sales from capitalizing on new approaches. The C-level is focused on capitalizing on benefits (56%)

and IT decision makers are focused on minimizing risks (55%).

Disconnect remains in how to embrace new work modes

42% of project teams are distributed across geographies.

We are all more globally connected

New approaches yield Benefits to organizations

Enterprise Process Agility

Process enforcementProcesses more rigidly

defined Visibility & process

compliance

Guided customer

interactions

Cross system process management

Avanade Contact Center

Solution

Avanade Task Management

Solution

Contact Center Processes

Enterprise Mobility

Differentiated customer

experience

Increased specialization

requires tailored experiences

Enable greater efficiency and customer value

Avanade Smart Banking

CGS Customer

Task Based Mobility Solutions

Enterprise Collaboration

Slash operating

costs

Focus on agility, flexibility, effectiveness

Requires cultural change

Transform knowledge

sharing

Innovate more, faster

Global chemical

manufacturer

Global skin care company

Ensuring Success in Social Initiatives

©2013 Avanade Inc. All Rights Reserved. 13

Avanade partners with global chemical manufacturer to change collaboration between scientists and chemists.

Business situation

• Wants scientists and chemists to easily connect and work collaboratively on research and development • Wants to build a long-term foundation for collaboration that can scale for future growth• Seeks a way to move from a centralized manual process for posting content and move toward one that empowered their

employees

©2013 Avanade Inc. All Rights Reserved. 14

Global skincare company pauses to take a more innovative approach to employee collaboration

Business situation

• Multinational skincare company wants to reassess IT direction in mid-stream in favor of a more comprehensive approach to help employees work better together.

• Needs new tools for social collaboration that bring people together.• Wants to redesign their workplace on a cohesive, single collaboration platform with a centralized hub for connecting

and sharing knowledge.

Making the move…

Preparing the organization

Upgrade assessment and roadmap

Post-upgrade services

Upgrade Services

Online Releases

On Premise Releases

CRM Roadmap Plan

• Twice-yearly releases

• Yearly release cadence (roll-up of Online) releases)

• Update Rollups delivered every 12 weeks

December 2012 October 2013 Q1 CY2014 Q2 CY2014 …Q4 CY2014..Q3 CY2014

Service Update “Polaris”

Service Update “Leo”

Product Release “Orion”

Product Update “Vega”

Marketing Update “Mira”

Marketing Update

TBC…

Questions & Answers

Barry GivensDirector of Product ManagementAvanade@barrygivens

Pravin KumarPrincipal Program ManagerMicrosoft Corporation@ppk007