1. Microsoft Customer Relationship Management & Microsoft Retail Management Solution (RMS) Sarah Theiss

2. 3 things to take away…

3. Why Improve Customer Management? Mid-market companies utilise CRM to increase share of wallet, re-align resources to most valuable customers and identify new revenue streams based on customer insight Peppers & Rogers Group Companies lose about 50% of their customers within 5 yrs The Loyalty Effect It is 6-7 times more expensive to gain a new customer than retain an existing customer Harvard Business Review A 5% improvement in customer retention rates can yield a 25% to 100% increase in profits The Loyalty Effect

4. CRM Solutions from Microsoft Why is CRM important? Top 10 most profitable? When did you speak to them last? Sharing information within your business In house for you For your customers The alternatives?

5. Business Contact Manager Business Contact Manager for Outlook 2003 Single-user (desktop) contact manager Office Outlook 2003 native Included in Office Small Business Edition 2003 Localised to 18 languages Data migration to Microsoft CRM with Business Contact Manager

6. Introducing Microsoft CRM Combine Outlook with An easy to use CRM solution Sales Customer Service Marketing Reports

7. Microsoft CRM Demonstration

8. Value Proposition  Up to 10% margin on distributor buy price  Additional services revenue est. 2-3 days (incremental to SBS)  Sell the complete solution & thus ensure customer satisfaction  Business driver for upgrading to SBS 2003, Office 2003 & Windows XP  SBS PE pull through revenue (and Office 2003, Win XP)  Expand your client base – helps drive new business

9. What’s on offer for your customers? Leverage the “Small Business Server/Microsoft CRM” Promotion and Save Up To 70% on a 5 User System! SBS 2003 Premium Edition customers can purchase Microsoft CRM Sales Module (server) and 5 x Sales Standard Users for $1,356 (regularly $4,485)  Runs until December 31, 2004  Example prices are RRP and include GST  Regular price applies for all users beyond the first 5 Microsoft CRM Sales Standard Users  Example based on Full Packaged Product price. Promotional pricing also available in Open Business and Open License Value licensing programs  Prices do not include SBS 2003, Hardware, or Implementation Services Visit our website for more info http://www.microsoft.com.au/partner/crm

10. Training: Hands On Labs Online 17 different Microsoft CRM topics Microsoft CRM: Plan, Install, and Configure Microsoft Small Business Server Premium 50 minutesHands-On Labs OnlineLevel: 200 In this lab you will learn how to plan, specifying requirements, install, and configuring a Microsoft Small Business Server 2003 installation that will support a Microsoft CRM 1.2 server installation in a single-server deployment. See the handout for all HOLs listing Visit http://members.microsoft.com/partner/training/handsonlabsonline/default.aspx

11. Training: Online Microsoft CRM - Business Needs and Process Analysis - The Microsoft CRM ITK 1 hourOnline TutorialLevel: 100 This tutorial is intended to provide you with a firm understanding of the business Needs and Process Analysis of Microsoft Customer Relationship Management implementations. The objective of this tutorial is not only to establish the complex nature of CRM Implementations and the business barriers that CRM projects must overcome – it is also aimed at exploring the Microsoft toolset that will help you to meet those challenges – the Microsoft Implementation Toolkit, otherwise known as the “ITK”. Visit http://members.microsoft.com/certpartner/training/learningcenter/default.aspx for the full list of online training

12. Training: Classroom Subsidised Class – $1400 AUD plus GST (usually $3990). Next classes: CourseBrisbaneSydneyMelbourne Microsoft CRM Installation and Configuration21-23/39-11/219-21/1 Microsoft CRM Applications Professional4-5/421-22/231/1&1/2 Microsoft CRM Customisation 6-7/423-24/22-3/2 For further information regarding this offer, please visit www.ddls.com.au/mscrmcertwww.ddls.com.au/mscrmcert Exam offer for CRM CSA

13. Training: E-Courses Microsoft CRM Applications Standard Edition eCourse—$400 US pp Microsoft CRM Installation and Configuration eCourse—$400 US pp Microsoft CRM Customization eCourse—$400 US pp Microsoft CRM Customer Service Pro. eCourse—$299 US pp Microsoft CRM Sales Professional eCourse—$299 US pp Microsoft CRM Mobile Technical Training eCourse—$199 US pp Microsoft CRM Mobile User Training eCourse—$199 US pp Available http://www.microsoft.com/BusinessSolutions/crm_etraining.aspx

14. Microsoft CRM: Next Steps Microsoft CRM Certified Software Advisor?  2 people complete 3 exams total=additional rebates on MS CRM license sales Complete training Install Microsoft CRM internally Promote Microsoft CRM to SBS Premium Edition customers

15. A comprehensive retail solution for small and midmarket retailers Enables them to streamline their business operations and reduce their POS and operations costs:  POS transactions  Chain-wide pricing, purchasing & inventory control  Customer service  Accurate & powerful reports  Accounting integration  MYOB, Quicken, Great Plains, Navision Expand to multi-store operations View & analyse data across business or store-by-store Set and monitor policies and procedures for every store Store OperationsHeadquarters Microsoft Retail Management System Software Designed For The Independent Retailer

16. A Great Partner Opportunity Get Started Today… About a quarter of Australian small businesses are retailers Factors to consider in selling RMS  POS Automation is a specialised competency  Retailers are particularly challenging  Support requirements  Cash flow constraints Partner with our Australian Distributor: POS Partners  Start Fast: Subsidised training through Dec ‘04  http://www.pospartners.com.au  Ph: 1300 302 982Email: NewPartner@pospartners.com.au Visit our website for more info:  http://www.microsoft.com.au/mbs

17. 3 things to take away…