Customer Needs Market Opportunity Partner Opportunity

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2 Customer Needs Market Opportunity Partner Opportunity A complete and intuitive solution that helps salespeople be more productive so they can focus on what s most important delivering amazing customer experiences A way to remain focused and make better decisions to ensure relevant customer engagements and sell more by collaborating with colleagues to harness the power of the entire organization 60% of organizations seek improvement in forecasting and sales processes. Source: CSO Insights 71% spend too much time on administrative tasks. Source: The Economist Intelligence Unit 40% of customers stop doing business with companies that deliver a bad customer experience to them Source: Harvard Business Review Deliver an end-to-end solution complete with Microsoft online services, your industry or workload IP, and your services Deliver value-add services that drive a higher average revenue per user (ARPU) such as integration, support, reporting, analytics, business consultancy, training and user adoption services. Discover new up-sell and cross-sell opportunities across sales, service, marketing and social engagement Guide organizations through their transformation journey and drive adoption Intelligent Customer Engagement Stay focused Win faster Build trust Intelligent customer engagement is about building a long term relationship with your customers. Over time, customers build trust with your company and you gain powerful knowledge and insight about your customers. Personalize your customer experience Make customer engagements proactive Make customer engagement predictive Focus on what matters and make better decisions. Focus on the right prospects and customers Improve visibility into sales performance Make better decisions based on insights Increase sales productivity and spend more time with customers. Work more efficiently with seamless, familiar, easy-to-use solutions Achieve more with collaboration and process optimization Work anytime anywhere Deepen customer relationships with relevance. Anticipate your customer s needs Engage customers at the right time, and right place with the right message Interact consistently with customers across touch points Source: The Future of Corporate IT , CEB Survey of 165,000 employees, 2012 Survey on Self-Service BI and Analytics, Unisphere Research 4. What Service Customers Really Want September 2009, Harvard Business Review

3 Customer Needs Market Opportunity Partner Opportunity A complete and intuitive solution that helps salespeople be more productive so they can focus on what s most important delivering amazing customer experiences A way to remain focused and make better decisions to ensure relevant customer engagements and sell more by collaborating with colleagues to harness the power of the entire organization Public Cloud is growing at six times the rate of IT spending. The Greater Cloud Market will hit $500B by % of businesses are deploying or fully embracing cloud today. By 2017, 2/3 of Global 2000 CEOs will have Digital Transformation at the center of their corporate strategies. Deliver an end-to-end solution complete with Microsoft online services, your industry or workload IP, and your services Deliver value-add services that drive a higher average revenue per user (ARPU) such as integration, support, reporting, analytics, business consultancy, training and user adoption services. Discover new up-sell and cross-sell opportunities across sales, service, marketing and social engagement Guide organizations through their transformation journey and drive adoption Intelligent Customer Engagement Stay focused Win faster Build trust Intelligent customer engagement is about building a long term relationship with your customers. Over time, customers build trust with your company and you gain powerful knowledge and insight about your customers. Personalize your customer experience Make customer engagements proactive Make customer engagement predictive Focus on what matters and make better decisions. Focus on the right prospects and customers Improve visibility into sales performance Make better decisions based on insights Increase sales productivity and spend more time with customers. Work more efficiently with seamless, familiar, easy-to-use solutions Achieve more with collaboration and process optimization Work anytime anywhere Deepen customer relationships with relevance. Anticipate your customer s needs Engage customers at the right time, and right place with the right message Interact consistently with customers across touch points Source: The Future of Corporate IT , CEB Survey of 165,000 employees, 2012 Survey on Self-Service BI and Analytics, Unisphere Research 4. What Service Customers Really Want September 2009, Harvard Business Review

4 Partner Revenue Build long-term, value-added services for sales productivity Capitalize on the market opportunity 60% of organizations seek improvement in forecasting and sales processes. Source: CSO Insights 71% spend too much time on administrative tasks. Source: The Economist Intelligence Unit 40% of customers stop doing business with companies that deliver a bad customer experience to them Source: Harvard Business Review Insights to maximize profitability Add your packaged vertical industry or workload IP and services to deliver a comprehensive solution Focus on rapid initial deployments that deliver value to the customer quickly, at relatively low cost to you Project Services Average Revenue: $2.5-$15K3 Margin: 35% Solution Analysis, Scope, & Design Integration and Data Migration Cloud Readiness Assessment Deployment Business Process Transformation Managed Services Average Revenue: $2-$5K3 Margin: 45% Reporting & Analytics Online Training & Self-paced Learning Support Services Social Listening and Sentiment Analysis Packaged IP Average Revenue: $2 - $5K 3 Margin: 65% Industry-specific Workflows Function-specific Workflows (e.g. HR, Procurement) Mobility Solutions Office Connectivity & Other Plug- Ins & Add-ons External Portals for End Customer Information Pre-Configured Dashboards Expand your solution footprint over time, including Office 365, PowerBI, and Azure CRM Online Source: The Future of Corporate IT, CEB Survey of 165,000 employees 2012 Survey on Self-Service BI and Analytics, Unisphere Research 3. MDC Research, Microsoft Cloud Profitability Scenarios May 2015

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6 Customer Needs Market Opportunity Partner Opportunity The ability to empower brands and employees to differentiate their business with contextual and consistent customer service that drive customer loyalty and advocacy A way to connect with customers via self and assisted service with the right answers to their inquiries at the right time, via their channel of choice (web, social, chat, , etc.) Empower agents with a single, unified experience with the tools to stay agile and easily adapt to changing demands Strong demand for SaaS continues, with SaaS accounting for almost 47% of total CRM software revenue in 2014, driven by organizations of all sizes seeking easier-to-deploy and faster-roi alternatives to modernizing legacy systems, implementing new applications, or providing alternative complementary functionality1 84% of consumers use web self-service to find answers 1 12% decline in first-call-resolution since % average annual agent turnover rate 3 Deliver an end-to-end solution complete with Microsoft online services, your industry or workload IP, and your services Deliver value-add services that drive a higher average revenue per user (ARPU) such as integration, support, reporting, analytics, business consultancy, training and user adoption services. Discover new up-sell and cross-sell opportunities across sales, service, marketing and social engagement Guide organizations through their transformation journey and drive adoption Earn loyalty Empower agents Stay Agile Deliver effortless customer experiences on their terms: Connect to customers via their channel of choice across web, social, chat, , mobile and phone. Minimize customer effort with relevant, personalized service interactions across every touch point. Understand sentiment across the social web and proactively address service issues. Intuitive access to the right information, resources and complete customer context through a single view to meet company and personal goals: Provide your agents with everything they need to deliver customer service - at their fingertips, from a single app. Give service agents access to the right answers at the right time to address customer service needs. Empower agents with guidance to make the best decisions based on segments, entitlements and SLAs. Sources: 1. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016 / Dimension Data Global Contact Center Benchmarking Report / 3. The US Contact Center Decision-Makers Guide 2014 Adaptive service environment designed to adjust and anticipate the needs of customers and your brands at the pace of innovation: Easily adapt to the rapidly changing business & market demands with configuration not code and easily customize to support unique functionality and branding requirements. Extend your unified service environment into other business critical platforms and applications through standardized interfaces adding functionality and insight. Secure and trusted cloud with flexibility and reliability. Actionable analytics ensure your customers will identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities.

7 Partner Revenue Build long-term, value-added services for customer service Strong demand for SaaS continues, with SaaS accounting for almost 47% of total CRM software revenue in 2014, driven by organizations of all sizes seeking easierto-deploy and faster-roi alternatives to modernizing legacy systems, implementing new applications, or providing alternative complementary functionality 1 Insights to maximize profitability Add your packaged vertical industry or workload IP and services to deliver a comprehensive solution Focus on rapid initial deployments that deliver value to the customer quickly, at relatively low cost to you Project Services Average Revenue: $2.5-$15K3 Margin: 35% Solution Analysis, Scope, & Design Integration and Data Migration Cloud Readiness Assessment Deployment Business Process Transformation Managed Services Average Revenue: $2-$5K3 Margin: 45% Reporting & Analytics Online Training & Self-paced Learning Support Services Social Listening and Sentiment Analysis Packaged IP Average Revenue: $2 - $5K 3 Margin: 65% Industry-specific Workflows Mobility Solutions Office Connectivity & Other Plug- Ins & Add-ons External Portals for End Customer Information Pre-Configured Dashboards Expand your solution footprint over time, including Office 365, PowerBI, and Azure CRM Online Source: Gartner Forecast : 1. Gartner Market Share Analysis: Customer Relationship Management Software, WW, May MDC Research, Microsoft Cloud Profitability Scenarios May 2015

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