1. Microsoft Dynamics CRM Making the Most of your CRM implementation Reuben Krippner Microsoft CRM Product Technical Specialist Microsoft Corporation SOLUTIONS

2. Agenda –What are you currently using MS-CRM for? –What’s Next for your MS-CRM deployment? –Outlook Client capabilities –Service Scheduling –Marketing –Workflow –Informed Business Decision Making –Extending your Investment –Multi-Channel Support –Useful Links

3. Microsoft CRM | Your current use of MS-CRM? Primary use?Primary use? –Sales Management? –Marketing? –Customer Service? –Other? Industry?Industry? Number of Users?Number of Users? Client Deployed?Client Deployed? –Outlook? –Web?

4. Microsoft CRM | What Next for your MS-CRM Deployment? Leverage your investment in Microsoft CRM! Fully utilise the technology and platform to drive CRM success for your businessLeverage your investment in Microsoft CRM! Fully utilise the technology and platform to drive CRM success for your business –Are you using the full sales, service and marketing capabilities to manage your business better? –Are you leveraging all the capabilities of the Outlook client? –There is potentially a wealth of fantastic data stored within your CRM deployment, are you turning that into information to make better business decisions? Define a complete CRM solution and plan that includes people, process, and technologyDefine a complete CRM solution and plan that includes people, process, and technology –Microsoft and its global network of partners are committed to your success

5. Microsoft CRM | Existing 3.0 Features Outlook Clients:Outlook Clients: –Track Outlook contacts, emails, appointments and tasks in CRM –Mail Merge –Excel Export and Analysis Service Scheduling:Service Scheduling: –Defining the service and required resources –Scheduling a service Marketing:Marketing: –Quick Campaigns –Full Campaign Management Workflow:Workflow: –Automating business processes through CRM system triggers –.NET Assembly support

6. Microsoft CRM | Informed Business Decision Making Sharepoint:Sharepoint: –Track Outlook contacts, emails, appointments and tasks in CRM –Mail Merge –Excel Export and Analysis Office Integration:Office Integration: –MS-Excel dynamic worksheets/pivot tables –Business Scorecard Manager 2005 Analytics/Data Mining:Analytics/Data Mining: –SQL Server 2005 Reporting Services –SQL Server 2005 Analysis Services

7. Microsoft CRM | Informed Business Decision Making Sharepoint:Sharepoint: –Track Outlook contacts, emails, appointments and tasks in CRM –Mail Merge –Excel Export and Analysis Office Integration:Office Integration: –MS-Excel dynamic worksheets/pivot tables –Office Snap-ins –Business Scorecard Manager 2005 Analytics/Data Mining:Analytics/Data Mining: –SQL Server 2005 Reporting Services –SQL Server 2005 Analysis Services

8. Microsoft CRM | Extending your Investment Common Customisations:Common Customisations: –Integrate with MapPoint (GIS) –Integrate with key back-office systems (BizTalk, MSMQ) Useful Customisations:Useful Customisations: –Alerts –Work with MS Desktop Search –RSS Feeds

9. Microsoft CRM | Multi-Channel Support Web Lead RegistrationWeb Lead Registration Customer Self-ServiceCustomer Self-Service

10. Microsoft CRM | Useful Links Official site: www.microsoft.com/crmOfficial site: www.microsoft.com/crmwww.microsoft.com/crm CRM Sandbox: http://www.gotdotnet.com/codegallery/codegallery.aspx?id =b6499eb0-0eae-4597-b38e-ee9cbc71a404CRM Sandbox: http://www.gotdotnet.com/codegallery/codegallery.aspx?id =b6499eb0-0eae-4597-b38e-ee9cbc71a404 http://www.gotdotnet.com/codegallery/codegallery.aspx?id =b6499eb0-0eae-4597-b38e-ee9cbc71a404 http://www.gotdotnet.com/codegallery/codegallery.aspx?id =b6499eb0-0eae-4597-b38e-ee9cbc71a404 Microsoft Dynamics CRM Team blog: http://blogs.msdn.com/crm/Microsoft Dynamics CRM Team blog: http://blogs.msdn.com/crm/ http://blogs.msdn.com/crm/ CRM Whitepapers: http://www.microsoft.com/dynamics/crm/using/whitepapers /default.mspxCRM Whitepapers: http://www.microsoft.com/dynamics/crm/using/whitepapers /default.mspx http://www.microsoft.com/dynamics/crm/using/whitepapers /default.mspx http://www.microsoft.com/dynamics/crm/using/whitepapers /default.mspx CRM Downloads (Including latest SDK): http://www.microsoft.com/dynamics/crm/using/downloads/ default.mspxCRM Downloads (Including latest SDK): http://www.microsoft.com/dynamics/crm/using/downloads/ default.mspx http://www.microsoft.com/dynamics/crm/using/downloads/ default.mspx http://www.microsoft.com/dynamics/crm/using/downloads/ default.mspx Customersource: http://www.microsoft.com/dynamics/customersource.mspxCustomersource: http://www.microsoft.com/dynamics/customersource.mspx http://www.microsoft.com/dynamics/customersource.mspx

11. © 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.