Presenter Name

Presenter Title

2 Microsoft Dynamics CRM

Contents

Empowered Customer

Retailer Response

Microsoft Dynamics for Retail

HOW: Features and Benefits

Retail Functions

Retail Deep Dive: Core Retail Channel Retail OperationsPlatform Benefits

Beyond traditional retail functions

Deployment Flexibility

Partner

Services

Why Microsoft?

Conclusion

3 Microsoft Dynamics CRM

Empowered Consumer

3

Today’s consumers are taking charge of their shopping experience – using their

preferred devices and channels to become informed and empowered before they even

engage with retailers. For example, shoppers have easy access to peer reviews and can

both solicit and share opinions and experiences via web and social throughout the

shopping experience. And they expect a unique, personalized and seamless experience

while keeping their identity and data secure.

This leads to a much more complex relationship between retailer and consumer as

consumers expect each point of engagement with a retailer

to be connected and consistent.

The boundaries between virtual and physical space are becoming blurred in this omni

channel environment. The focus of the retail experience has expanded well beyond the

walls of the retailers’ physical store and can include multiple channels such as catalogs,

call centers, mobile commerce,, online and social networks— indeed, shoppers are

engaging with retailers and products in so many more ways than they did in the past..

The challenge for retailers becomes staying relevant and compelling to their

increasingly connected audience today while also reaching new audiences.

86% of consumers will pay more

for a better customer experience1

4 Microsoft Dynamics CRM

Retailer Response

4

To survive and thrive, retailers need to adapt and put the customer at the heart of their

shifting businesses – whether shopping through traditional brick and mortar stores, or

catalogs, call centers, and online.

Retailers can no longer treat different channels as separate businesses with separate systems

and managed by separate teams, which can result in lack of visibility across channels and an

inability to follow and track customers as they move across different channels. A single,

integrated strategy for driving compelling customer experiences while controlling costs has

now become the standard. But realizing this requires strategic focus across multiple areas of

the business.

Thriving in this new retail reality means retailers need to be more connected, more

empowered, and more proactive than ever before. In a word, they need to be dynamic in order

to:

All while protecting customer data at every interaction point.

So how does a retailer today connect all of the dots and deliver on the promise of omni-channel

retailing to this increasingly informed and empowered consumer?

We are unique in the industry in that we are a retailer, a consumer goods company, and a solutions

and technology provider. Capitalizing on all our own technology and experience as well as that of our

broad ecosystem of solution partners, we work with our retail customers to create seamless and

personal shopping experiences that are differentiated from the competition.

Globally reach connected

customers how, when, and

where they shop.

Engage Customers

Increase employee

productivity and effectiveness

and help their most valuable

asset—people—to provide

the best possible customer

service experience

Ready employees

Anticipate trends and

capitalize on opportunities

through a real 360-degree

view of the business

Expand rapidly

5 Microsoft Dynamics CRM

Microsoft Dynamics for Retail

5

Microsoft Dynamics for Retail is a modern, unified retail solution that reduces complexity for

retailers, allowing them to focus on connecting with customers and empowering their

employees across all channels. It empowers organizations to deliver a complete shopping

experience—personal, seamless, and differentiated—by helping them with a single view of the

business.

Microsoft Dynamics for Retail provides customer engagement capabilities that include store

operations, channel management, order management, marketing and care, and business

intelligence and also more back office capabilities like procurement and financials in an end-

to-end solution delivering full visibility across the entire business operation while empowering

users.

These capabilities can be implemented as a comprehensive end-to-end solution or as

individual business functions to complement existing technologies—allowing retailers to select

the option that makes the most sense for them.

56% of consumers research a brand

on Facebook before purchase 2

6 Microsoft Dynamics CRM

HOW:Features and Benefits

6

Provide rich product details, display custom content, while

creating and managing orders at the POS, giving sales

associates all the information they need to make the most

of face-to-face time with customers. Arm employees with

relevant information through Role Centers, which are

dashboards that deliver a succinct set of information

relevant to each individual user. As a result, users can make

accurate, timely, and relevant decisions.

Ready

Employees

A single channel management engine for all channels

reduces complexity and delivers the complete insight

retailers need when it comes to being proactive in

anticipating trends. Meanwhile, powerful merchandising

functionality puts control into the retailer’s hands; unlimited

categories and hierarchies make it possible to undertake

assortment and replenishment to best meet customer

demand accurately and efficiently.

Expand Rapidly

Omni-channel capabilities including fully integrated online

storefront and mobile POS deliver “personalized”

convenience and transparency across any channel or

device. Now customers can buy, pick up, or return on their

terms. And support for social and mobile commerce means

retailers can quickly create promotions and discounts once

and federate through all of their channels quickly.

Engage

Customers

7 Microsoft Dynamics CRM

Retail Functions

7

We have you covered – from front of customer interaction to back office, from designing your

customer touch programs and setting your strategy to executing on the transactions, and all

the while, gathering and viewing intelligence on those transactions in order to be agile – so in

essence delivering a complete closed loop strategy.

The Core retail operations functions enable you to centrally manage and effectively

transact your customer interactions across your omni-channel environment. A fully

integrated commerce runtime engine manages all channels of the retailers business

(POS, e-commerce, Contact Center, Marketing and Social) and gives full visibility and

management control across all of your channels.

Transact

Microsoft’s Business Intelligence tools enables you to take the data you are capturing

across all of your channels and build meaningful reports and visualizations that help

you make decisions. .. Get the insights on how, where, when your customers shop so

that you can provide even better experiences and drive your business forward!

Analyze

Microsoft Dynamics CRM is our customer relationship management (CRM) business

solution that enables you to set up and automate your programs and processes that

nurture customer satisfaction and loyalty in the sales, marketing, and customer service

fields. It drives sales productivity and marketing effectiveness through social insights,

and campaign management.

Program

Dynamics for Retail not only includes the core retail functionality for Channel, Retail

Operations and Platform but you can also deploy modules for extended functionality

operations such as Customer Relationship Management, Procurement & Sourcing;

Manufacturing and Transport & Warehouse Management.

8 Microsoft Dynamics CRM

Retail Deep Dive:Core Retail Channel

Point of Sale (POS)

Superior store systems consolidates customers’ purchase intelligence such as sales history,

transaction details and wish list, and provides the right information at the right time for sales

associates to better guide and recommend their customers based on purchase patterns and

preferences.

• Transaction, Gift, Loyalty Processing - Get support for loyalty programs across legal-entities and

tiering of customers as well as gift card functionality.

• Cash and drawer management

• Customer data capture, Purchase History, Wishlist, Recommendations

• Inventory Receipt, Reporting, Stock Counts

• Clientelling: Engage customers with product details, side-by-side comparisons, and customer

reviews for decreased time to purchase, cross sells, and upsells. Track individual customer

purchasing preferences with individual purchase histories, wish lists, product recommendations, and

typical price points, all at your fingertips

Take your e-commerce strategy to the next

level with a fully integrated online storefront

with search-based technology that offers

accurate, timely, consistent performance.

• Web Content Management and Site

Development

• Destination based taxation

• Reserve and collect

• Dynamic Refiners and Recommendations

• Real-time Inventory Updates & Catalogue

Management

• Shopping Cart, Payments

Manage multiple channels seamlessly to achieve unprecedented

customer centricity while also being able to create new and

compelling customer engagement and loyalty scenarios.

e-commerce

9

Marketing

Easily plan, execute, and measure campaigns

from start to finish. Bring your marketing

vision to life—engage customers with

personalized, multi-channel campaigns,

build pipeline, and demonstrate the impact

of your marketing.

• Content Management

• Execution Planning

• Campaign Nurturing and Automation

• Media Buying and Planning

• Spend Management

Contact Center

Use the Contact (or Call Center) for order

entry, order processing and order

fulfillmentRetailers can offer mail order

catalogs to their customers and manage this

streamlined channel.

• Case and Claim management

• Contact Center, Self-Serve, Mobile, Chat

• Portals, Social, Knowledge Base

Social

In today’s social and mobile world, businesses need to move faster and share knowledge more

broadly than ever before. They also need to connect to customers on their terms, which means

including social channels in your omni-channel strategy.

Social insights can facilitate amazing customer experiences, ensuring that messages resonate

while highlighting trends that impact your brand.

• Implement promotions, discounts, coupons, and more via social sites

• Monitor, publish content, knowledge management, brand awareness

74% of customers leave if a

website doesn’t load on their

smartphone in 5 seconds 3

10 Microsoft Dynamics CRM

Retail Deep Dive:Retail Operations

Store Operations

Can help you track inventory real time,

maintain accounts receivables, keep

customers coming back with customer

loyalty, save time by maintaining labor

records, track layaways, track work orders,

back orders, sales orders, quotes and much

more:

• Statements and cash reconciliation

• POS Profile & UI Management

• Loyalty Execution and Program Management

• Pricing, Promotions and Offer Management

• Store configuration

• Assortment Management

Supply Chain & Logistics

To have control, you need to know a real

time view of your business and products.

And with control, you can have more

efficient people and processes, a better

handle on costs, happier customers and,

ultimately, greater profits.

• Buying

• Replenishment

• Order Management

• Warehouse, Transportation Logistics

Achieve real-time operational excellence and insights by connecting your

warehousing, stores, online business, POS, and head office

Sales Force Automation

Win faster by making every customer conversation more relevant, valuable, and productive.

And you can sell more with better insight, understanding, and pipeline confidence.

• Lead/Opportunity and Account Management

• Pipeline management, prospecting

• Sales order processing

11 Microsoft Dynamics CRM

Retail Deep Dive:Platform Benefits

Business Intelligence

Take the data you are capturing across all of your channels, combine it with data from other

data sources and put into meaningful visualizations and reports to drive your business forward

and turn insight into action. Simply put, get to know your customer better and see more

clearly how your company is performing. You’ll have a wealth of insights presented through

familiar self-service capabilities, dashboards and reports.

Our role-tailored, personalized dashboards are designed specifically for individual jobs, so

people get the information most relevant to them. We put the data that they need at their

fingertips—literally—providing them with the right information, at the right time helping

them to convert insights into impact.

When you invest in a retail solution from Microsoft, it means that as well

as class leading capabilities for your industry you are also able to leverage

all of the benefits of the Microsoft platform, including the choice of cloud

or on premise through the Microsoft Cloud as well as business insights

and analytics through power BI along side all of the great foundational

elements of an ERP solution that you would expect.

71% of customers go online first

whenever they have a problem

with a product 4

Workflow

Leverage Windows Workflow Foundation and enable users to create system or human

workflows in Dynamics AX. Windows Workflow Foundation can be used to solve simple

scenarios, such as showing UI controls based on user input, or complex scenarios encountered

by large enterprises, such as order processing and inventory control thus removing some of

the manual operations inherent in there types of processes.

Mobile Solutions

Having access to the same line-of-business applications you rely upon in the office while

you're away is a critical component of many companies today. Mobile access to these

applications was once a competitive advantage—now it's a business essential. For those

organizations with field sales, mobile professionals, mobile service technicians, or support

staff, connected mobile solutions based on Microsoft Dynamics and the Windows Mobile

platform create greater efficiencies, help open new business opportunities, drive increased

productivity, and reduce costs. Mobile solutions for Microsoft Dynamics provide a familiar,

flexible, and financially compelling mobile solutions platform.

Interoperability

Microsoft Dynamics and other Microsoft products and technologies are built to deliver

pervasive interoperability, giving users a consistent, familiar experience, seamless interaction

with Microsoft Office delivering improved collaboration across the extended supply chain.

13 Microsoft Dynamics CRM

Beyond traditional retail functions

13

Dynamics for Retail not only includes the core retail operations functionality but you can also

deploy extended business functions such as CRM, Procurement & Sourcing; Manufacturing

and Transport & Warehouse Management.

Financial Management

• Get a better handle on the numbers. Help contain costs, control compliance, and maintain

crystal-clear visibility into your assets and cash flow.

• Raise the visibility of financial metrics and increase the effectiveness of your financial

management. Gain an insight into financial performance and plan strategically. Make

informed decisions through the handling of revenue, payments, receipts, and cash flow.

Access real-time information across the organization using easy-to use inquiry tools, plus

powerful analysis and reporting capabilities

• Maintain accountability and compliance while giving you the speed and agility needed to

respond to shifting market conditions and changing regulatory requirements. Keep a close

eye on critical banking activities, and automate financial management processes to make

better business decisions.

HR

• Manage your workforce from recruiting, onboarding, training, compensation and benefits,

performance management and more in one unified HCM solution that is integrated with

your Microsoft Dynamics AX suite. With a single source of truth for data, also enjoy quick

and easy visualization of your employee and contractor data with Power View on top of HR

and Payroll analysis cubes as well as streamlined U.S. regulatory reporting.

Customer Relationship Management

• Microsoft Dynamics CRM is our customer relationship management (CRM) business solution

that enables you to set up and automate your programs and processes that nurture

customer satisfaction and loyalty in the sales, marketing, and customer service fields and

drives sales productivity and marketing effectiveness through social insights, business

intelligence, and campaign management in the cloud, on-premises, or with a hybrid

combination. CRM solutions can deliver ROI through marketing automation, customer

service, and sales force automation. We also offer mobile CRM apps and platforms that

enable you to manage your customer relationships on your mobile devices, along with tools

that integrate data and reporting from social media directly into your CRM application.

• For more information on Dynamics CRM – please visit: http://www.microsoft.com/en-

us/dynamics/crm.aspx

14

Procurement & Sourcing

• In Procurement and sourcing, you create purchasing policies to control the purchasing

process. You identify suppliers, onboard suppliers as new vendors, maintain vendor

information, create agreements with your vendors, order items and services, maintain

purchase orders, and confirm receipt of products. After vendor transactions are processed

through Accounts payable, you can also analyze spending and vendor performance

Manufacturing

• Control your production process and optimize use of resources whether you are doing

assemble-to-order, make-to-order, engineer-to-order, make-to-stock or a combination of

these.

• Collaborate with your business partners to streamline your supply chain and drive your

green initiatives by tracking waste, water usage, energy consumption, carbon footprint, and

related costs.

• Achieve End-to-end visibility throughout the supply chain. Sharpen your production and

shipment schedules, help cut inventory costs, and give yourself room to grow.

Warehouse & Transport management

• Effectively and comprehensively manage inventory within the warehouse and help reduce

the inherent complexity of this environment. Warehouse module supports client for

scanners, wave picking, license plates and a number of improved processes in the

warehouse.

• Transportation Management solution is seamlessly integrated to warehouse operations for

better planning and insight in logistics cost. Transport module supports planning and

packing of containers/vehicles, routes, freight rates, booking and billing.

90% of consumers regularly

research products online

before buying them 5

15 Microsoft Dynamics CRM

Deployment Flexibility

15

Customers can deploy a complete solution to run their entire retail operation or they can

deploy specific business functions with the option to expand into others later. Unlike the best-

of-breed approach where multiple solutions, have to be integrated middleware causes an

added layer of complexity and disconnect, Microsoft Dynamics offers a more accurate, timely,

and consistent user experience with a single data model, business rules, and architecture.

Start with the components most critical to your business, and proceed at the pace that’s right

for you. Microsoft Dynamics can be deployed on the cloud, through third party hosted partner

clouds or Microsoft Azure via Infrastructure as a Service (IaaS), bringing customer’s true choice

and portability between on-premises and private cloud deployments, along with all the

benefits and security features that come with the world-class Microsoft Azure service.

Take advantage of the solution’s flexibility - extend it quickly and easily to new locations and

geographies as your business grows. Perform some operations in the cloud, others on-

premises. It’s all part of the unique differentiation of Microsoft Dynamics for Retail that will

enable you to differentiate your business with customers.

In order to support deployments in enterprise organizations, Dynamics Enterprise

Manageability capability can support the following:

• Setup and upgrade of retail stores per store in order to phase and align deployment

with business requirements.

• Large scale deployment using Microsoft System Center Configuration Manager.

• Monitoring and Diagnostics using System Center Operations Management.

16 Microsoft Dynamics CRM

Partner

16

Microsoft Dynamics for Retail is delivered through a global network of partners with deep

vertical experience. These business partners can provide you with assistance tailored to your

specific needs—from solution selection, to planning and design, to customization and

configuration, to implementation, training, and ongoing support. This means you can get

world-class business solutions from professionals who understand how your business works.

To find a local Microsoft Dynamics partner and solutions for your business, visit

http://dynamics.pinpoint.microsoft.com

94 % of all retail sales take place within

the confines of a physical store 6

17 Microsoft Dynamics CRM

Services

17

Microsoft Services is the consulting and enterprise support division of Microsoft. Microsoft

consultants help businesses around the world maximize return on their investment in

Microsoft products and technologies. This means helping with deploying and optimizing IT, as

well as helping businesses move forward with IT initiatives that deliver the most business

value. Microsoft Dynamics solutions for retail are a specific area of focus for Microsoft Services,

who can offer a number of options to organizations interested in Microsoft project

management, Microsoft solution deployment, or supplemental support of a Microsoft

Dynamics partner.

www.microsoft.com/services

84% of visitors report using

digital for shopping-related

activities before or during

their most recent trip to a

store 7

18 Microsoft Dynamics CRM

Why Microsoft?

18

Microsoft Dynamics for Retail is a widely available global retail solution. Deployed in more

than 38 countries, customers include Ashley Furniture, Delta Air Lines, Jean Coutu, Sally Beauty

Holdings, Fanatics, Kathmandu, Ted Baker, Clas Ohlson, iBaby, Weird Fish, Spendless Shoes,

Bombay Dyeing, SSIPL Case Study and more.

Microsoft Dynamics for Retail provides greater ease of use, ease of integration, and low total

cost of ownership (TCO)—all of which plays well with the businesses today that are dynamic

and changing entities, requiring flexibility from their retail applications.

With R&D investment of US$10 billion annually, there is significant technology

innovation to be shared and leveraged across the entire Microsoft portfolio that

focuses on enabling retailers be successful..

With R&D investment of US$10 billion annually, there is significant technology innovation to

be shared and leveraged across the entire Microsoft portfolio for retailers:

• Applications—Microsoft Dynamics (POS, Merchandising, Multi-Channel & Store

management, Order & Supply Chain Management, Financials, CRM); Microsoft

SharePoint; Microsoft Office; Windows; Microsoft SQL Server; Microsoft Tag

• Devices—Windows Mobile; Surface; Kinect; Windows computers and tablets,

• Deployment—Microsoft Services

13% of dissatisfied customers tell

more than 20 people 8

19 Microsoft Dynamics CRM

Conclusion

19

We’ve designed Microsoft Dynamics for Retail to address the critical scenarios that drive

retailing today, while making it possible to realize the innovative scenarios of tomorrow. Unlike

retail software built to solve the problems of the past, Microsoft Dynamics for Retail is a

modern, unified technology offering that reduces complexity for retailers. So they can focus on

what matters most – connecting to customers, empowering their people, and delivering on

the brand promise through excellence in execution.

As the most widely available, end to end, global retail solution today, retailers are able to scale

and grow with consistency across a diverse range of channels, continuously delivering highly

personal, differentiated, and yet seamless experiences for their customers. And, with an

industry-leading release cadence, customers can count on consistent innovation and always

be ready for ‘what’s next’.

Retailers estimate that 23% of

brick and mortar sales are

influenced by their website 9

Sources1 CEI Survey: Customer Experience: Is it the Chicken or the Egg, Forbes2 Retail TouchPoints, 2012 and Integrated Retailer.com, 20123 How One Second Could Cost Amazon $1.6 Billion In Sales – Fast Company,

March 15th, 20124 WebPro News: Twitter, Facebook Becoming Popular Tools for Customer

Service May 2012

5 Retail TouchPoints, 2012 and Integrated Retailer.com, 20126 Physical store sales calculated using U.S. Census Bureau Quarterly Retail E-

Commerce Sales, 4th Quarter 20137 The New Digital Divide: www.deloitte.com/us/DigitalInfluence8 White House Office of Consumer Affairs9 Multichannel Pressures Drive Optimized Merchandizing,” Gartner, Inc.,

December 6, 2011

20

Learn More About Microsoft

Dynamics for Retail at:

retail.dynamics.com

21