The financial models and statements contained herein are provided to you for illustrative purposes only, and should not be considered or relied upon as the actual or potential income, sales, profits, or earnings which you will realize, in whole or in part, as a result of deployment of Microsoft products and technologies.

Microsoft Dynamics CRM Online: Target Customer Guidance

CRM Online Target Guidance Size: 50 – 300 employees: Typically between 10% - 20% of employees have customer facing roles and can make use of a CRM solution. This target would lead to 10 to 60 CRM seats deals. Suggested minimum seat count is 5 seats, but, because of historical churn rate, suggest 10+ CRM seats as better target. Exception: Companies below 50 employees if they have 5 or more “customer facing” roles such as sales, customer service, executives/owners/partners, etc.) Microsoft Dynamics Customer Relationship Management Online (CRMOL) target organization characteristics: Commercial businesses with product or services portfolio: Manufacturing, retail and consumer goods, professional service organizations make up nearly 60% of current CRM Online portfolio. Avoid Government and Financial Services as they tend more toward on premise solutions and/or can require significant customization.

CRMOL Target Guidance Revenues derived from both new business and repeat business from existing customers: Speaks to value of building loyalty, cross-selling, etc. Focus of ModernBiz messaging is more on sales and service than on marketing aspects of CRM Online. Microsoft Dynamics Customer Relationship Management Online (CRMOL) target organization characteristics (cont.): Has a sales team and/or a service team that either reaches out to or receives inbound customer queries: Look for “customer facing” roles within organization – outbound sales, field service teams, telesales, inbound customer care. Organization that is passionate about ensuring a positive customer experience. May have a small IT staff (perhaps just a single individual): IT team can play significant role in implementation of CRM Online after the sale. Propensity to engage with a partner: Organizations of this size tend to engage Can greatly facilitate implementation IT can be advocate to bring in a partner

CRMOL Target Guidance Primary: Business Owner/President/Partner Secondary: Sales or Service VP or Manager IT person (if any) will likely be involved but would not be key target for marketing efforts. Target Roles: Built in belief in the Microsoft Cloud Special pricing offer to add CRM Online to a current (or new) subscription Office 365 Customers: