Microsoft CRM IT Decision Maker. Speaker name, title.

Microsoft CRM

IT Decision Maker

• Speaker name, title

Agenda

• Competing in the customer-centric economy

• Microsoft CRM product, positioning and vision

• Application architecture and technology backgrounder

• Demo

• Summary

The customer-centric economy

• Customers are in complete control of their purchasing decisions

• Organizations need access to value-added information like never before

• Financial viability is now being derived from the strength of your customer relationships

• Businesses are being forced to “do more with less” and deliver products and services on demand.

• IT managers require harmonious interaction between system users, processes and information

EmpoweredEmployees

Integrated Partners

Informed Management

Connected Customers

Our Vision Of Interconnected CRM

Marketing Automation

Sales Force Automation

Customer Service

Field Service

eCommerce

Intelligent and easy business solutions that enable extraordinary customer experiences”

Microsoft’s CRM solutions

Single User

Global, Major & Strategic Accounts

Corporate Accounts>500 PCs

>1000 Emp

Midmarket Segment•25-500 PCs, 50-1000 Emp

Small Business•1-24 PCs, 1-49 Emp

SmallBusiness

Business Contact Manager

MicrosoftMicrosoftBusiness Business SolutionsSolutions

CRMCRMMidmarketSegment

Corporate

Major

Strategic

Microsoft CRM Microsoft CRM • Core MBS initiativeCore MBS initiative• 3 years customer research & R&D3 years customer research & R&D• Hundreds of dedicated resourcesHundreds of dedicated resources

•CRM experts from Onyx, Pivotal, CRM experts from Onyx, Pivotal, SalesLogix, Oracle, Siebel & SalesLogix, Oracle, Siebel & GoldmineGoldmine•MSFT experts from Office, MSFT experts from Office, Windows, Microsoft SQL Server, Windows, Microsoft SQL Server, Exchange, BizTalk Server & moreExchange, BizTalk Server & more

• Deep integration & technology value Deep integration & technology value from Office, Microsoft SQL Server, from Office, Microsoft SQL Server, Exchange, BizTalk Server, ERPExchange, BizTalk Server, ERP

Microsoft’s Deep Commitment to CRM Effort

Business Contact Manager for Business Contact Manager for Outlook 2003 Outlook 2003

• Single user (Desktop) contact Single user (Desktop) contact managermanager

• Office Outlook 2003 nativeOffice Outlook 2003 native• Localized to 18 languagesLocalized to 18 languages• Customer for life: Data Customer for life: Data

migration to Microsoft CRMmigration to Microsoft CRM

Companies are hungry for [CRM] products that meet their requirements and leverage their existing environment. For most mid-market companies, Microsoft productivity applications, networking and email is their infrastructure.” - Mary Wardley, IDC (9/03)

"Microsoft CRM is perfect for our needs. It allows us to get very sophisticated or very simple. Plus, we'll be able to build on it over time.” - Sean McCarthy, Elite Flooring

“Microsoft CRM has helped IBIS achieve its sales goals over the past year by being a very compelling product to the marketplace. I would hate to say where we would be today without Microsoft CRM coming out of the economy we’ve all experienced over the past 2 years.” – Andy Vabulas, IBIS Inc.

Building Momentum…

Improve Business

ProductivityLower TCO

Integrate Powerfully

Extend

Easily

Make informed business decisions

Improve Sales Success

Deliver Superior Customer Service

Share Information

Set-up easily

Customize easily

Use easily

Maintain easily

On-premises or ASP hosted deployments

Microsoft Office (Outlook)

Financial Management

Other business systems

Web Services

Tailor for vertical or industry specific deployments

Complete SDK

Open and secure APIs

Web services

Microsoft CRM Design PrinciplesBuild your business on great vision and technology…

Maximize Your CRM investment

• Automate new and existing business processes with Microsoft CRM’s workflow editor.

• Boost revenues and efficiencies through sales force automation, lead and territory management.

• Establish best-in-class customer service strategies using integrated knowledge base.

• Implement proactive business strategies based on Crystal Reports V9.0 for MSCRM integration.

Establish a platform of low system Total Cost of Ownership• Microsoft CRM scales to the needs of today’s

Midmarket segment and provides a system that will grow as your business grows

• Enhanced setup and deployment with XML installation parameters

• Metadata framework enables fast and easy system customization

• Reliable, .NET architected application with Windows 2003 Server, Microsoft SQL Server and Exchange Server 2003 backbone

Powerful Integration• .NET Framework connects entire infrastructure• Crystal Enterprise Professional Edition software is

installed along with the Microsoft CRM Server• Integration with Exchange and Outlook for single

source customer contact • Microsoft CRM web services facilitate integration

with other business systems and partners

Extensibility Model

• Microsoft CRM Software Developer’s Kit (SDK) documents all system objects

• XML and Web Services architecture provide highly-available, secure platform for exchanging data with people and processes

• ISV configuration model provides ability to embed custom developed solutions into Microsoft CRM with ease

Managing CRM Users With Active Directory• Single point of management for all user accounts,

clients, servers, and applications• Same user directory for network access,

e-mail, CRM, and more• Provides single sign on to network resources and

directory enabled applications• Able to synchronize with existing directories• Secure delegation of administrative functions

Security Model

• Object Security Model– Account, Contact, Lead, Opportunity, etc.

• Role-Based Security Model– Group a set of privileges for a user

– Four Security Levels• Basic (just mine)• Local (just my business unit)• Deep (my business unit and below)• Global (entire org)

MicrosoftMicrosoftCustomer Customer RelationshipRelationshipManagemenManagementt

MicrosoftMicrosoftCustomer Customer RelationshiRelationshippManagemenManagementt

MicrosoftMicrosoftCustomer Customer RelationshipRelationshipManagementManagement

Sales Service

Suite

Microsoft CRM Licensing

StandardStandard

ProfessionalProfessional

MicrosoftMicrosoftCustomer Customer RelationshipRelationshipManagementManagement


Service

Suite


Sales

Clients ($395-$1295)*Clients ($395-$1295)*

MicrosoftMicrosoftCustomer Customer RelationshipRelationshipManagemenManagementtSales Server

MicrosoftMicrosoftCustomer Customer RelationshipRelationshipManagemenManagementtService Server

ServersServers ($995)*($995)*

*Estimated retail price.*Estimated retail price.

Flexible Deployment Options

Small Deployment(10 - 20 users)

Option: Microsoft Small Business Server 2003, Office System 2003,

Microsoft CRM Standard

Large Deployment(1000+ users)

Option: Option: Microsoft Windows Server 2003, Exchange Server 2003, Microsoft Office 2003,

Microsoft CRM Standard / Professional

Midmarket Deployment

(100 - 500 users)Option: Microsoft Windows

Server 2003, Exchange Server 2003, Microsoft

Office 2003, Microsoft CRM Standard / Professional

Designed for the needs of the connected business

Four-tier Internet architecture for maximum integration flexibility

Microsoft SQL Server 2000

XML APIs

.NET Framework – XML

Outlook and Internet ExplorerPresentation Tier

Application Tier

Platform Tier

Data Tier

Clien

tA

pp

lication

Reporting User Interface Components

Server

General Architecture v1.x

Crystal

ASP.NET

UI Components

Outlook

Application Logic

Business Rules

CRM Domain Logic

Base Business Entity

Platform Infrastructure

Query BuilderQuery Plans Query Processor

Data Access Platform

Data Sources

Crystal

Integration Services

Post C

allouts

Messaging S

erviceB

izTalk S

erver

Metadata S

ervices

Workflow

Services

ActiveDirectory

Users

Security S

ervices

Exchange C

onnector

Data M

anagement S

ervices

Business Logic

CRM MD

Application M

etadata

Management Tools

MMC

Cen

tral Server

Lo

cal Server

Red

irector

Data Sources

Outlook Client Architecture v1.2

Application Logic



CRM MD

Metadata

Security

Application Logic



Metadata

Workflow

Security

Exchange

Data

Integration

Messaging

Platform Redirector

Ap

plicatio

n

User Interface Components

ASP.NET

UI Components

Outlook

Metadata

Clien

t

Users

Data SourcesCRM MD

PBQ

1. Transition OfflineSQL Replication

2. Work OfflineSOAP to Local Server with ASP.net codebase

3. Transition OnlineSOAP Playback

4. Work OnlineSOAP to Central Server

Su

bscrip

tion

Integ

ration

Server

Integration to Great Plains

DataSourcesInt

Message R

etry Service

Logging Service

BizT

alk Server

Great

Plain

s

DataSources

Business Objects

Data Access

CR

M S

erver

GP

Message Transport

Link Managem

ent

State M

anagement

Integration Metadata

Su

bscrip

tion

Application Integration Component

IntegrationS

ervices

CRM Domain Logic



DataSources

Channel Maps

Preprocessor

Receive Function

Integration Logic

Application Integration Component

CRM

Pu

blicatio

n

Pipeline Component

Document Exchange

Clien

t

Management Tools

ASP.NET

SQL Agent

ShadowDataDX

DTS

Data

Migrating To Microsoft CRM

DataSource

CR

M S

erver

IntegrationS

ervices

CRM Domain Logic



DataSources

DataSource

DataSource

CRM

1. ExtractionCombine data from numerous sources

2. Consolidation & CleaningStandardize and scrub source data

3. SubmissionPerform ETL functions

Des

tinat

ion

Ada

pter

Mig

ration

(CD

F)

CRM Objects

CRM Data

Microsoft CRM Application, Customization and Workflow

overview

Microsoft CRM Application, Customization and Workflow

overview

Summary

• Microsoft CRM provides a flexible, scalable platform for the needs of the customer-centric organization.

• Microsoft CRM enables businesses to align technology investments with their strategic business initiatives.

• Microsoft CRM is a .NET-connected application that exposes XML web services for ease of integration and extensibility.

To Move Forward

• Microsoft sales team and partners here!

• Engage with a partner

• Learn more about Microsoft CRM– www.microsoft.com/crm

Thank You For Coming…

The information contained in this document represents the current view of Microsoft Corporation on the The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft

cannot guarantee the accuracy of any information presented after the date of publication.cannot guarantee the accuracy of any information presented after the date of publication.

This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT.IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT.

Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights

under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording,

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Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license rights covering subject matter in this document. Except as expressly provided in any written license

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© 2003 Microsoft Corporation. All rights reserved.© 2003 Microsoft Corporation. All rights reserved.

This presentation is for informational purposes only. This presentation is for informational purposes only.

Microsoft CRM IT Decision Maker. Speaker name, title.

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