Microsoft CRM 3.0 Overall Infos September 2005 Stephane Pasche Partner Account Manager Microsoft Switzerland GmbH

The CRM Software Market Today Source: Gartner Inc. North America and EMEA are growing at 6.2% per year in ; LATAM, Japan, and Asia/Pacific are growing at 9.3% per year. Small business is ~$500M today and growing at 28% per year through 2008 $4B in 2006

Microsoft CRM | Fast Growth Worldwide Extremely fast growth in partner and customer base. 100%+ FY03 Microsoft CRM Customer Growth FY03 FY04 FY04 100%+ 53 countries, 16 languages 1,700 Certified Partners Hundreds of Global ISVs Solid capabilities for sales and service today (v1.2) 4,000 + Customers 100,000+ Users

Microsoft CRM | Our Value to Customers Works the Way You Do More productivity In day-to-day CRM tasks Common user experience with Office & Outlook Reduced click counts for every task Complete capabilities in the office & on the road Works the Way Your Business Does Better management control and visibility Powerful workflow drives consistent processes Automated alerts and exception handling Closed-loop tracking and reporting Works the Way IT Wants It To Reduced load on IT implementers and operations Simplified installation and maintenance Common configuration and customization tools Integrates easily via Web services

Microsoft CRM | Different Market Segments Small Businesses Midsize Companies Large Enterprises “Complete” use “out of the box” application with limited changes zero IT resources classic VARs/resellers “Configurable” want some degree of specific fit, e.g., workflow, reporting limited IT resources midmarket ISVs/resellers “Customizable” want IT flexibility and platform fit; may be a “spoke” more IT resources SIs & internal dev. Partners provide pre-packaged templates or vertical applications.

1.2 to 3.0 Incentive Any customer that purchases any module of CRM 1.2 Professional today will get full-suite rights to the next release of Microsoft CRM That means “buy one and get three”. This policy also applies to any prior customer of CRM 1.0 or 1.2 that has purchased any module of CRM Professional & has an active SA. Story for standard SKU is “equal or better”.

Microsoft CRM 3.0 Product Overview September 2005 Stephane Pasche Partner Account Manager Microsoft Switzerland GmbH

Agenda Microsoft CRM 3.0 preview Release timeline Discussion

Microsoft CRM Microsoft CRM Intelligent and easy business solutions that enable extraordinary customer experiences Works the way your business does Affordable adaptability & process automation Works the way your IT expects it to Simplified management, increased performance & reliability Works the way you do Natural fit for business users

Works the way you do Customer and Partner Feedback Want a solution that is easy to use, easy to learn and easy to understand Want control in managing how to work inside of a business application Want access to customer information when working away from the office Our key takeaway: Microsoft CRM 3.0 is an easy to use, easy to adopt business application that builds on familiar Microsoft applications

Works the way you do Works the way you do Empower users through the tools they use today Natural fit for users of Microsoft Office Work away from the office without missing a beat Easy to find and manage personal work Microsoft CRM 3.0 Native Outlook Experience Microsoft CRM for Outlook includes sales, service and marketing functionality Automatic Outlook routing & Contact, Calendar and Task synchronization Personalize your work environment Configure your workplace to access the information needed most often Personalize customer views, search queries and communication templates Take your customers everywhere Manage your sales, service and marketing activities while working away from the office Synchronize Microsoft CRM appointments, contacts and tasks across your laptop and devices

Works the way you do Works the way you do Native Outlook Experience Manage your entire workday from a single application Instantly track business and correspondence Automatic update to Outlook Calendar, Contacts and Tasks Microsoft CRM for Outlook

My work, My way Works the way you do Works the way you do Personalize your work environment Personalized workspaces for each user Customized by job role & business function Share views and queries across colleagues or teams

Works the way you do Works the way you do Take your customers everywhere Manage relationships when away from the office Synchronize only the data that you need Keep your laptop and devices up to date Work anywhere

CRM that works the way you do.

Works how your business does Customer and Partner Feedback Want customization capabilities across activities Want to create custom system entities Want cross-system business workflow and process automation Want powerful reporting and analysis tools Our key takeaway: Microsoft CRM 3.0 is a flexible business platform that can adapt to the changing needs of customers

Works how your business does Works how your business does Adapts to your unique business needs Easy to customize with intuitive business design tools Instantly analyze business performance and trends Rapidly automate workflow across departments and systems Microsoft CRM 3.0 Customize quickly and easily Modify application forms, data fields and relationships without writing custom code Build new system objects and features with web- based design tools Streamline business processes Work more efficiently with process automation Integrate business processes across application and system boundaries Familiar and powerful data analysis Generate dynamic Pivot tables and charts with native Microsoft Excel analysis Share reports across users and teams while maintaining data security

Works how your business does Works how your business does Customize quickly and easily Design business forms and entities- without writing code. Use your business terms across forms, views and reports Synchronize custom entities to your offline database Flexible business design

Works how your business does Works how your business does Streamline business processes Create workflow on custom entities and activities Expand workflow conditions and actions with custom plug-ins Merge dynamic content into automated tasks and s Automate your business

Works how your business does Works how your business does Familiar and powerful data analysis Access powerful reports “in-context” of your current data view Generate dynamic analysis tables and charts with Microsoft Excel Schedule and distribute reports across users and teams Instant business analysis

CRM that works the way your business does.

Works the way IT expects it to Customer and Partner Feedback Want a simple installation experience across desktop clients and servers Want a seamless upgrade experience Want high performance and reliability Want easy deployment and management Our key takeaways: Microsoft CRM Rapid installation & upgrade. Simple deployment and management.

Works the way IT expects it to Works the way IT expects it to Spend more time delivering business value Reliable installation and upgrade Easy to manage client access and installation Easy to maintain without a disruption in service Microsoft CRM 3.0 Simple installation and upgrade Fail-safe application installation and upgrade with server diagnosis and troubleshooting tools Upgrade customized forms, schemas, process definitions and custom development High performance and reliability Increased performance across search queries, page loads and offline synchronization Deploy application server and components within fault-tolerant architectures Simple deployment and manageability Customization transport utility allows for easy deployment across test and production systems Zero touch and zero footprint clients provide flexible deployment options for your business users

Works the way IT expects it to Works the way IT expects it to Easy installation and upgrade Validate required components and install required service packs Upgrade custom forms, views, schemas and workflow Express install for CRM Small Business Edition Simple installation & upgrade

Works the way IT expects it to Works the way IT expects it to Simple deployment and manageability Customization transport system for managing production and test configurations Zero-footprint browser client for web access Zero-touch client installation for CRM Small Business Edition Rapid implementation

CRM that works the way IT expects it to.

New features and functionality Customer and Partner Feedback Want to centralize relationships across sales, service and marketing teams Want to increase the effectiveness of their marketing efforts and optimize spending Want to find and dispatch the right resources to provide the right services for customers Our key takeaways: Microsoft CRM 3.0 – the single source for managing your sales, marketing and customer service activities

New features and functionality New features and functionality Complete the full-suite of CRM functionality Shared relationships across your business Deliver excellent service for your customers Market more effectively Microsoft CRM 3.0 Centralized roles and relationships Manage relationships across business Accounts and Contacts Track customer roles and influence within the sales function Create demand and drive new business Define, plan, implement and measure multi-marketing campaigns to fill your sales pipeline Fine tune your campaigns through powerful analysis- create templates of successful campaigns Provide value-added service for customers Escalate service cases to meet desired your desired service levels Locate and schedule qualified resources to deliver services for customers.

New features and functionality New features and functionality Build, manage and maintain business relationships Shared insight and relationships across your business users Track business roles within your sales function Manage “intra” and “inter” organization relationships Centralized roles and relationships

New features and functionality New features and functionality Create demand and drive business results Define, plan, implement and measure campaigns from a central application Leverage your sales engine to perform campaign activities the right customers with anti- spam protection Market your products & services

New features and functionality New features and functionality Provide value-added service for customers Find qualified resources across service locations Schedule resources according work availability or customer preference Build a history of customer appointments to track your service effectiveness Schedule service professionals

New features and functionality

Microsoft CRM 3.0 Release Timeline Q3 CY 2005Pre-release Special Offer Q4 CY 2005 English RTM Released-to-manufacturing (RTM) 90-day trial version available to partners and current customers until GA Q1 CY 2006 General Availability Early access program (RC) Available to all partners Customer access through partners Pilot and test system deployments only Special deal! Microsoft CRM 1.2 Buy any version of CRM 1.2 Professional get full-suite of Microsoft CRM 3.0!

Microsoft CRM Microsoft CRM Intelligent and easy business solutions that enable extraordinary customer experiences Works the way your business does Affordable adaptability & process automation Works the way your IT expects it to Simplified management, increased performance & reliability Works the way you do Natural fit for business users