what’s new in microsoft dynamics crm 2011. customers have unparalleled access to product...
TRANSCRIPT
![Page 1: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/1.jpg)
What’s New in Microsoft Dynamics CRM 2011
![Page 2: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/2.jpg)
Customers have unparalleled access to product information
Barriers to switching rapidly eroding
Staff reductions mandate organizations do more with less
Positive customer experience key to success
A Competitive Landscape
92% flat or declining
8.1% increasing
“As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.”
Customer Service Wave Report
Forrester Research
STAFF CHANGE OPINIONS % OF RESPONDANTS
Cutting IT Headcount by 1%-15% 50.3
Cutting IT Headcount >15% 12.4
Increasing IT Headcount 1%-5% 7.6
Increasing IT Headcount >15% 0.5
No headcount Increase/Decrease 29.2
![Page 3: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/3.jpg)
FAMILIAR
Natural &Personal
CONNECTED
Collaborative &Integrated
INTELLIGENT
Insightful &Actionable
Based on 3 Key Design Principles
![Page 4: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/4.jpg)
FAMILIAR CONNECTEDINTELLIGENT
Office Fluent UI Experience
Next-gen Outlook Client
Role-Tailored Forms & Views
Advanced Personalization
Field Level Security
Productivity Enhancements
Excel Enhancements
Real-Time Dashboards
Guided Processes
Inline Visualization
Goal Management
Conditional Formatting
Enhanced Queues
Pervasive Auditing
Business Connections
Contextual SharePoint
Solutions Management
Dynamics Marketplace
Declarative Design
Team Management
Developer Tools
2011 = The Power of Productivity
![Page 5: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/5.jpg)
FAMILIAR CONNECTEDINTELLIGENT
Office Fluent UI Experience
Next-gen Outlook Client
Role-Tailored Forms & Views
Advanced Personalization
Field Level Security
Productivity Enhancements
Excel Enhancements
The Power of Productivity: Familiar
![Page 6: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/6.jpg)
Office Fluent UI
• CRM Ribbon
• Visual page flow
• Adaptive by task
• One-click to customize
![Page 7: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/7.jpg)
Next-Generation Outlook Experience
• Rich forms & views
• Preview panes
• Multi-tenant aware
• Enhanced performance & synchronization
![Page 8: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/8.jpg)
Role Tailored Forms and Views
• Role-based forms
• Unlimited customization
• Nested security access
• Web and Mobile
![Page 9: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/9.jpg)
Advanced Personalization
• Personal views
• Record Push-Pins
• Most-Recently Used lists
• Navigation preferences
![Page 10: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/10.jpg)
Field Level Security
• Full field level security
• Profiles and rules
• Read/write/create
• Interactive override
![Page 11: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/11.jpg)
Productivity Enhancements
• Custom activity types
• Dynamic Marketing Lists
• Product catalog enhancements
• Data management enhancements
![Page 12: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/12.jpg)
Excel Enhancements
• Analyze and edit
• CRM record filtering
• PowerPivot support
• BI for everyone
![Page 13: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/13.jpg)
FAMILIAR CONNECTEDINTELLIGENT
Real-Time Dashboards
Guided Processes
Inline Visualization
Goal Management
Conditional Formatting
Enhanced Queues
Pervasive Auditing
The Power of Productivity: Intelligent
![Page 14: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/14.jpg)
Real-Time Dashboards
• Real-time presentation
• Personal dashboards
• End-user design & creation
• Extensible dashboards
![Page 15: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/15.jpg)
Guided Processes
• Process Dialogs
• Adaptive processes
• .NET4 Workflow
• Web-services integration
![Page 16: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/16.jpg)
Inline Visualization
• Inline Visualizations
• Data drill-down
• Real-time filtering
• End-user charts
![Page 17: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/17.jpg)
Goal Management
• Flexible goal management
• Fiscal or custom period
• Roll-up or child goals
• Manager override
![Page 18: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/18.jpg)
Conditional Formatting
• Rules against any entity
• Guided UI for rule definition
• Multiple formatting options
• Same experience as Outlook
![Page 19: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/19.jpg)
Enhanced Queues
• Queues against any entity
• Work state management
• Team and indiv. queues
• Lock-down capability
![Page 20: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/20.jpg)
Pervasive Auditing
• System-wide auditing
• Record or field level
• Automatic audit trail
• Pre-configured areas
![Page 21: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/21.jpg)
The Power of Productivity: Connected
FAMILIAR CONNECTEDINTELLIGENTBusiness Connections
Contextual SharePoint
Team Management
Declarative Design
Solutions Management
Dynamics Marketplace
Developer Tools
![Page 22: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/22.jpg)
Business Connections
• Flexible roles
• Social connections
• Influence tracking
• Expansion for future scenarios
![Page 23: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/23.jpg)
Contextual Documents
• In-context documents
• Custom content types
• Tag clouds and social
• Check-in/check-out
![Page 24: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/24.jpg)
Team Management
• Team ownership of records
• New team roles
• Multiple types of teams
• Workflows against teams
![Page 25: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/25.jpg)
Declarative Design
• One click to customize
• Drag-and-Drop UI
• Navigation Editor
• Multiple forms per entity
![Page 26: What’s New in Microsoft Dynamics CRM 2011. Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff](https://reader036.vdocuments.site/reader036/viewer/2022070411/56649cd95503460f949a340f/html5/thumbnails/26.jpg)
Developer Tools
• WCF and .NET 4.0
• Web Resources
• .NET data types
• Open Data Protocol (OData)