Steven Foster and Paul Bowkett 10 August 2011

Dynamics CRM Update and Roadmap

Dynamics CRM Update and Roadmap

Introduction

Dynamics CRM Positioning (10 mins)

Dynamics CRM Roadmap (10 mins)

Top 10 (ish) Features (15 mins)

Questions

Agenda

Dynamics CRM Update and Roadmap

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 and xRM solutions and have experience across a broad range of CRM technologies, industries and countries.

Dynamics CRM

Positioning

Dynamics CRM Update and Roadmap

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 - Grants

Custom Applications

Dynamics CRM Update and Roadmap

Business at a Glance

Over 2,00,000 users in more than 80 countries with 40+ languages

Over 30,000 customers from small to enterprise

Over 1,200 software and services partners with Dynamics CRM competency

Over 100 service providers hosting Dynamics CRM solutions

Regional datacenters in the Americas, EMEA, and APAC

Multi-tenant architecture for cloud and on-premises deployment

Developer symmetry between our cloud and on-premises assets for integration and extensibility

More value for less helps customers make the most of their investments

Dynamics CRM Update and Roadmap

FORRESTER -Medium

“Microsoft Dynamics

CRM shines by offering

flexibility for large and

midsized organisations.”

~ Bill Band

Dynamics CRM Update and Roadmap

Microsoft Dynamics CRM 2011 delivers The Power of

Productivity through familiar, intelligent and connected

experiences for people inside and outside an

organisation

The focus of CRM 2011

Familiar – natural and personal

Intelligent – insight and actionable

Connected –

collaborative and integrated

Microsoft CRM 2011

Roadmap

Dynamics CRM Update and Roadmap

Microsoft is committed to the “power of choice”

allowing flexibility with deployment

Microsoft Dynamics CRM will continue to “harness and

surface” the collaboration capabilities from Microsoft

SharePoint, Microsoft Lync, and Microsoft Office.

Improved provisioning and evaluation of Microsoft

Dynamics Marketplace solutions

Roadmap May 2011 Highlights

Dynamics CRM Update and Roadmap

Summary of Dynamics CRM Online Q4 2011 Update

Unified Office 365 Experience*

Unified Provisioning

Unified Billing**

Unified Administration

Enterprise Cloud

Identity Federation

In-Region Disaster

Recovery

Industry Certifications

Feature Enhancements

New BI Capabilities

Enhanced Dialogs

Enhanced Data Cleansing

Social (Wave 1)

Activity Feeds

Windows Phone 7 Activity Feeds App

Dynamics CRM Update and Roadmap

Social Media – Micro Blogging Glimpse

Dynamics CRM Update and Roadmap

Demo - Familiar,

Intelligent and Connected

drives productivity

Dynamics CRM Update and Roadmap

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

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

Over 500 enhancements

Dynamics CRM Update and Roadmap

Outlook Client

Reading Panel

Multiple Views

Native Outlook features

Tracked CRM Pane

Access to CRM Fields from

Outlook activity records

Charts and Dashboards

Dynamic Marketing lists

Feature List Top 10 (ish) demo

Role Based Forms

Sub Grids

Connections

Auditing and Security

Enhancements

Contextual Ribbon

Mobile Express

User Interface

Configuration

Questions

Thank you