CFO Summit

Microsoft Business Solutions Customer Relationship Management (aka Microsoft CRM) Building Profitable Customer Relationships Alex Simons Product Unit Manager

Agenda Key business and IT concerns around CRM solutions Microsoft CRM solution –Design Goals –TheTechnology –Product Demonstration

Effective CRM Builds Business "Learning more about a customer's needs and behaviors enables a firm to develop stronger, more profitable relationships with that customer....stronger relationship will increase sales and promote better retention of key customers. These are the goals of every business, regardless of size or industry." "Learning more about a customer's needs and behaviors enables a firm to develop stronger, more profitable relationships with that customer....stronger relationship will increase sales and promote better retention of key customers. These are the goals of every business, regardless of size or industry." -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 Concerns Lost opportunities due to lack of timely, accurate information Lost repeat sales due to customer alienation and mediocre customer service levels Lost productivity due to inefficient systems Limited visibility into customer-centric business processes CRM solutions are complex and expensive Integrating into other key systems is difficult No easy way to implement, customize and manage Extensive administrative and end user training required

Microsoft CRM Key Design Points Improve business productivity Lower total cost of ownership Integrate 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 Solutions financial applications Microsoft CRM Overview SQL Server Core CRM Server Full Service and Sales (incl. Mktg)Full Service and Sales (incl. Mktg) Sales (incl. Marketing)Sales (incl. Marketing) Offline clientOffline client MicrosoftOutlook Microsoft Internet Explorer CustomerService Sales (including Marketing) User interfaces

Demo 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 Q CRM solution must increase business value: Productive, Connected, & Best Economics More info, contact MBS partner and visit

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 Solutions

Appendix

Microsoft CRM and.NET: Designed for integration and enhancementEmbeddedBizTalkServer 3rd Party Applications MBSFinancialsWebServices.NET / XML. NET Business Solution. NET Business Solution Microsoft Businesses Solutions financial applications Core CRM Server SQL Server CustomerService Sales (including Marketing) Custom Enterprise Portals Enterprise Portals BI and Analytics.NET / XML Sales (incl. Marketing)Sales (incl. Marketing) Offline clientOffline client MicrosoftOutlookMicrosoft Internet Explorer Full Service and Sales (incl. Mktg)Full Service and 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)