Tom Braekeleirs Product Marketing Manager Microsoft Dynamics. Joerg Lorenz Chief Executive Officer ITIS AG

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1 Tom Braekeleirs Product Marketing Manager Microsoft Dynamics Joerg Lorenz Chief Executive Officer ITIS AG

2 Agenda Market Trends and Challenges The Customer-Centric Business Strategies for Profitable Growth Marketing Impact Sales Productivity Service Responsiveness Microsoft Dynamics CRM Integrating CRM with SharePoint technologies Summary

3 The customer is not an interruption of our work, but the purpose of it. Mahatma Gandhi, 1928 Customer Centric Thinking

4 What are Customer Connections?

5 The Role of People

6 The Role of Software

7 Today s market challenges People Drive Business Outcomes "In our R&D organization we have 7,500 people in 150 science areas, but there are 1.5 million high-quality people outside P&G" (VP of R&D at P&G)

8 The Rise of Virtual Collaboration Different Time, Different Place Same Time, Different Place Same Time, Same Place Working Alone (Source: Gartner -

9 Market Trends Evolving challenges for managing customer relationships Global Marketplace Globalization is opening up new markets Business partners shape the customer experience People and teams are increasingly distributed Sales channel complexity and change Increasing Customer Expectations Demand for anytime, anywhere interaction Customers expect deep understanding of their needs Intensifying pressure for product innovation Need for rapid responsiveness to issues Competitive Pressure Businesses differentiating on customer experience Pinpointing highest-value customer is challenging CRM applications not delivering expected value Competitive landscape is shifting

10 Customer Value Chain Customer experience is shaped by every part of the extended enterprise Service Partner Sourcing Supplier Customer Service/Support Research & Development Channel Partner Alliance Partner Delivering Products & services Sales & Marketing Operations

11 Business Implications Customer Connections Impact Results Very Satisfied customers are 6 times more likely to repurchase than merely Satisfied customers Companies that retain 5% more customers typically increase profitability by 25% 90% of customers state that personalization would influence their propensity to repurchase Acquiring new customers is 4 to 10 times more expensive than retaining existing customers Sources in Appendix

12 Perspectives on Customer Connections What we re hearing from our customers: CEO I need to sustain profitable growth by making sure we retain current customers while acquiring new ones and opening new markets. VP, Sales I need better visibility into our pipeline performance so I can focus on deals that need my involvement; yet I can t afford to lose touch with other people and activity in process. GM, Marketing I need to make sure we introduce new products and services through campaigns that enable our field and channel partners to work together in lock step. Director, Customer Service I need to resolve customer issues faster than ever by making sure my people can instantly find customer information and work together regardless of location. Sales Rep I need to have the right customer information so I can work more closely with my partners to close deals.

13 What are Customer Connections? Moments that impact customer loyalty when lasting impressions are made about your customer commitment Financial Services Right Product, Right Customer Bank branch associate recommends valuable new products to a customer based on a complete view of the customer s history, preferences, and financial goals Manufacturing Service Excellence Without Boundaries Field service technician resolves critical incident with the know-how from working effectively on the road with outsource vendors and product engineers Professional Services One Go, All Go Team working onsite with client delivers the right answer ahead of schedule by remotely tapping into the collective expertise of the firm 2006 Microsoft Corporation and Capgemini U.S. LLC

14 Microsoft Value Simplify how your people access customer information and work together to turn moments of truth into moments of growth Your People Your Customer

15 Customer-Centric Growth Key marketing, sales and service levers impacting profitability Example Improvement Areas Accelerate product launches Improve campaign execution Share market intelligence Increase selling time Create high-impact sales proposals Enable distributed team selling Deliver responsive service Improve knowledge sharing Enable proactive support Improve customer targeting Streamline content development Increase field, channel effectiveness Increase sales force productivity Reduce training and travel costs Enhance value of CRM investments Reduce resolution time Offer web and mobile service Improve service productivity

16 Collaborating for Success

17 Microsoft Value Simplify how your people access customer information and work together to turn moments of truth into moments of growth Your People Your Customer

18 The fastest growing Expect Microsoft CRM to be the fastestgrowing CRM product in 2006 and 2007 Gartner, august 2006

19 Why the fastest growing? Works the way you do It s the easiest and most natural way to get CRM Works the way your business does It can be tailored to exactly fit each business Works the way technology should It s fast, flexible, and affordable

20 Microsoft CRM Empowering end-users through familiar tools and technology Works the Way You Do The 3.0 version of Microsoft Dynamics CRM tightly marries Office and CRM functionality it s virtually impossible to separate one from the other. Bruce Richardson, AMR Research Work within everyday applications Reduce user learning curve Increase adoption and usage +

21 Microsoft CRM Adapt to meet the needs of your business Works the Way Your Business Does Microsoft CRM 3.0 gives us the flexibility to create exactly the business processes and data fields we need in our system on a real-time basis. Sandy Clifford, IT Director, United Way Adapts to each unique business Easy configuration and customization Rapid implementation

22 Microsoft CRM Easy to deploy, manage, and maintain Works the Way Technology Should Microsoft CRM runs on Windows Server 2003 and SQL Server platforms and applications we re already familiar with and use in our business today. Greg Hughes, Director, Security and IT, Corillian Corporation Familiar business platform Safe and secure Powerful extensibility

23 System Architecture Presentation Business Hierarchy Security Services Security Roles Reporting Services System Settings Data Services Application Sales Service Marketing Business Designer Custom Forms Platform Services Services Custom Entities Workflow Services Custom Apps Custom Workflow Integration Services Import/ Export XML Web Services Business Units Teams Users Accounts Contacts Opportunities Data Services CRM DB Foundation Metadata Entities Relations Schemas Objects Forms Views Processes

24 Addressing Different Segments Small Businesses Midsize Companies Large Enterprises Complete I want to use an out of the box application with fast install and limited changes I ve got zero IT resources Configurable I want some degree of specific fit (eg: workflow, reporting) I ve got limited IT resources Customisable I want IT flexibility and platform fit; it may be a spoke in a larger system I do have some IT resources Partners provide pre-packaged templates or vertical applications

25 Dynamics CRM: The Power of Choice Choose how you use it: Outlook, browser, mobile Choose how you get it: Software or service Choose how you buy it: Own it or rent it Change your mind any time

26 A Glimpse At The Future

27 Microsoft Value Simplify how your people access customer information and work together to turn moments of truth into moments of growth Your People Your Customer

28 The move to a world of shared information Traditional Internal, functional focus to drive sales Controlled, centralized access to customer info Geographic and organization barriers Unrealized Value from CRM Investments Customer- Centric Customer experience focus across extended enterprise Easy access to customer data & intelligence Collaboration across boundaries Unlock the Value of Existing Investments

29 SharePoint and Dynamics is CRM and more Intranet and Extranet and Internet structured knowledge and unstructured information for business processes Customer View communication Collaboration Basic customer info (name, number, address) Transactions from external sources (online services) Transactions from internal sources Access to information and resources Work flow Dynamics (activities, relations, marketing, sales, invoicing, delivery)

30 What s the IT IS activigence family? Integration of Microsoft Dynamics into Microsoft Office SharePoint Server 2007 and/or WSS3 and / or.net 1.1 / 2.0 / 3.0 Multilingual capabilties. Secure with a fine tunable, defined role/group/user authorization No additional programming neccesary Covers the needs for Intranet, Extranet, and Internet access to business data. Connecting businesses to different front ends like SharePoint and.net applications makes perfect use of all kind of information for it s users worldwide

31 IT IS activigence at NEL - Philip Morris Client Partner XML Files Contractor

32 A whole business with seamless information: - Departments to work together - Search for internal information - Documents about transactions - Linking together the world

33 Key takeaways

34

35 Sweepstake Complete your Feedback form and have a chance to win a Zune!* * English US version

36 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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