CFO SummitCFO Summit

Microsoft Business Solutions Microsoft Business Solutions Customer Relationship ManagementCustomer Relationship Management(aka Microsoft CRM)(aka Microsoft CRM)

Building Profitable Customer Relationships Building Profitable Customer Relationships

Alex SimonsAlex SimonsProduct Unit ManagerProduct Unit Manager

Agenda

Key business and IT concerns around CRM solutions

Microsoft CRM solution– Design Goals– The Technology– Product Demonstration

Effective CRM Builds Business

"Learning more about a customer's needs and "Learning more about a customer's needs and behaviors enables a firm to develop behaviors enables a firm to develop stronger, stronger, more profitable relationshipsmore profitable relationships with that with that customer. ...stronger relationship will customer. ...stronger relationship will increase increase salessales and promote better and promote better retention of key retention of key customers. customers.  These are the goals of every These are the goals of every business, regardless of size or industry."   business, regardless of size or industry."   

-Peppers and Rogers Group-Peppers and Rogers Group

Reasons for CRM Failures

Long implementations

Expensive implementations

Salespeople don’t use CRM applications

CRM applications don’t fit my needs

CRM applications are hard to use

CRM applications don’t give me information I need

Key Business ConcernsLost opportunities due to lack of timely, accurate informationLost repeat sales due to customer alienation and mediocre customer service levelsLost productivity due to inefficient systemsLimited visibility into customer-centric business processesCRM solutions are complex and expensiveIntegrating into other key systems is difficultNo easy way to implement, customize and manageExtensive administrative and end user training required

Microsoft CRM Key Design Points

ImproveImprovebusiness business

productivity productivity

Lower total cost Lower total cost of ownershipof ownership

Integrate Integrate powerfully powerfully

Make informed business decisions

Improve sales success

Delivers superior customer service

Share information

XML Web services

Microsoft Office (Outlook)

MBS Great Plains, Solomon, Axapta, Navision

Other business systems

Use easily

Maintain easily

Customize easily

Dependable, reliable architecture

On-premises or ASP hosted deployments

. NET Business Solution. NET Business Solution

Microsoft Businesses SolutionsMicrosoft Businesses Solutionsfinancial applications financial applications

Microsoft CRM Overview

SQL ServerSQL Server

Core CRM ServerCore CRM Server

• Full Service and Full Service and Sales (incl. Mktg)Sales (incl. Mktg)

• Sales (incl. Marketing)Sales (incl. Marketing)• Offline clientOffline client

Microsoft Microsoft OutlookOutlook

Microsoft Microsoft Internet ExplorerInternet Explorer

Customer Customer ServiceService

Sales Sales (including(includingMarketing)Marketing)

User interfacesUser interfaces

DemoDemo

Productivity, Connectivity, Low TCO

Customer and Partner Feedback

Raves from customers:– Comprehensive: Share information across teams (sale/service)– Highly usable: Outlook integration, UI navigability– Scalable: Outlook and browser clients in Standard and Pro– Easy customization: forms, schema, and workflow tools– Systems integration: Microsoft Office, Microsoft Business Solutions

ERP, and 3rd parties/web services

Raves from partners:– Complete solution with great tools: Implementation Toolkit, SDK,

Integration Kit– Well-architected system: .NET, APIs for every Microsoft CRM

feature– MS infrastructure links: AD for security and single sign-on, Exchange

for Mail, BizTalk for Integration– Safe bet for investment

Summary

Available Q4 2002

CRM solution must increase business value:

• Productive, • Connected, & • Best Economics

More info, contact MBS partner and visit www.microsoft.com/crm

This presentation is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. © 2001 Microsoft Corporation. All rights reserved.

Microsoft Business SolutionsMicrosoft Business Solutions

Appendix

Microsoft CRM and .NET: Designed for integration and enhancement

EmbeddedEmbeddedBizTalkBizTalkServerServer

3rd Party 3rd Party ApplicationsApplications

3rd Party 3rd Party ApplicationsApplications

MBSMBSFinancialsFinancials

MBSMBSFinancialsFinancials

Web Web ServicesServices

Web Web ServicesServices.NET / XML.NET / XML

.NET / XML.NET / XML

. NET Business Solution. NET Business Solution

Microsoft Businesses SolutionsMicrosoft Businesses Solutionsfinancial applications financial applications

Core CRM ServerCore CRM Server

SQL ServerSQL Server

Customer Customer ServiceService

Sales Sales (including(includingMarketing)Marketing)

CustomCustom Enterprise Enterprise

PortalsPortals

CustomCustom Enterprise Enterprise

PortalsPortals

BI and BI and AnalyticsAnalyticsBI and BI and

AnalyticsAnalytics

.NET / XML.NET / XML

.NET / XML.NET / XML

• Sales (incl. Marketing)Sales (incl. Marketing)• Offline clientOffline client

Microsoft Microsoft OutlookOutlook

Microsoft Microsoft Internet ExplorerInternet Explorer

• Full Service and Full Service and Sales (incl. Mktg)Sales (incl. Mktg)

Feedback to date

“[The integration into Microsoft Outlook] is seamless. Everybody is an Outlook user. The fact that Microsoft Business Solutions Customer Relationship Management is synchronized with it will just go to the fact that [employees will] use the application even more.”

-- John Hendrickson – CEO, Business Microvar Inc (BMI)