Better Together! Integrated GP & CRM

1. Better Together! Integrated GP & CRM April, 2008 AN INDEPENDENT MEMBER OF BAKER TILLY INTERNATIONAL • 505 AFFILIATE OFFICES WORLDWIDE

2. How Do We Define CRM? Customer FacingSales, marketing, service and other activities Business Process DrivenWorkflow drives consistent execution across business units and systems Collaborative Enables teams to work with others, inside and outside of your organization to help maximize your business

3. Customers Drive Business Success Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth. “… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.” - Harvard Business Review, March 2007

4. Understand the Full Customer Life Cycle Customer analytics and data management Source: Forrester Research, Inc.

5. Success Depends On Delivering CRM That… Fits Your People The right user experience for every user role Fits Your Business Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets

6. Six Key CRM Goals • Driving innovation and top-line growth • Improving the customer experience • Re-engineering customer-facing processes • Boosting the productivity of customer facing workers • Exploiting customer analytics • Pushing global standards and service-oriented architecture (SOA)

7. Forrester Wave™: Enterprise CRM Suites, Q1 ’07 February 2007, Tech Choices “The Forrester Wave™: Enterprise CRM Suites, Q1 2007”

8. Microsoft Dynamics CRM: Global Customer Base Mid-size Companies Large Enterprises Small Businesses

9. Microsoft Dynamics CRM Suite Full CRM suite capabilities and application flexibility • Interactions • Marketing • Sales • Service • xRM • Business Process • SOA • Flexible Deployment

10. Fast, Productive Sales Management • Familiar interfacedrives user adoption and increased productivity • Workflow-drivensales processesensure consistencyand efficiency • Full spectrum of sales intelligence capabilities provides insight and accurate forecasts

11. Drive Fast and Productive Sales A lead is created withthe appropriatesales workflow. A prospect requestsmore informationvia the web. The lead is passed to the right sales person to close the opportunity. The lead is automaticallyroutedto inside salesto qualify and assign.

12. Fast, Effective Marketing Management • Intuitive segmentation tools drive superior target selection • Workflow-driven processes increasereach and relevancy • Seamless tracking of cross-channel communications saves time and money

13. Drive Fast and Effective Marketing Campaign responsesare captured;ROI is trackedand reported continuously A new campaign is budgeted, approved,targeted, and executed across multiple channels

14. Fast, Consistent Customer Service • Comprehensive customization and core platform capabilities ensures business agility • Advanced workflow ensures consistency or service experience • Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling

15. Drive Fast and Consistent Service The service case is created with an appropriate service workflow. The lead is automaticallyroutedto thebest available agent. Service requests comein via phone, web,or other channels. The knowledge baseis searched and solutions are suggested.

16. Why Choose Microsoft Dynamics CRM? “If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s [Dynamics] CRM product.” - AMR Research, November 2007 ““Buyers also like Microsoft Dynamics CRM’susability and its quick time-to-valuecompared with traditional CRM applications.” - Forrester Research, February 2007

17. The Power of Choice for Software + Service 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 it any time as your business needs change

18. Microsoft’s Vision for CRM Deliver an easier and more natural user experience Works the way you do Deliver highly configurable workflow and analytics Works the way your business does Deliver a flexible platform that simplifies integration Works the way technology should

19. Microsoft Dynamics CRM Business Architecture

20. Benefits Of An Integrated ERP/CRM • Quickly discover a product’s location • Determine an item’s availability • Inventory quantities • Order, including status • Invoices, including status • Price level • Understand customers’ buying preferences and purchasing patterns • Gain insight into your customers’ payment history, including credit-hold status • Forecast and plan activities that help project revenue and growth

21. Best-of-Breed Integration Options • Microsoft BizTalk Server • Advantages • Enterprise class • Centralize ALL business integration rules (not just GP) • Disadvantages • Complex • Scribe Insight Server • Advantages • OOB template for Dynamics CRM to GP integration • Disadvantages • Business integration rules do not reside in a central location

22. DEMONSTATION Order Integration Account Integration

23. 80 City SquareBoston, MA 02129P 617.912.9000F 617.912.9001www.vitale.com AN INDEPENDENT MEMBER OF BAKER TILLY INTERNATIONAL • 505 AFFILIATE OFFICES WORLDWIDE