Microsoft CRM 3.0 Overall Infos September 2005

1. Microsoft CRM 3.0Overall InfosSeptember 2005 Stephane Pasche Partner Account Manager Microsoft Switzerland GmbH

2. Small business is ~$500M today andgrowing at 28% per year through 2008 The CRM Software Market Today North America and EMEA are growingat 6.2% per year in 2005-2009; LATAM, Japan, and Asia/Pacific aregrowing at 9.3% per year. $4B in 2006 Source: Gartner Inc.

3. Microsoft CRM | Fast Growth Worldwide Microsoft CRM Customer Growth Extremelyfast growth inpartner andcustomer base. FY03 FY04 100,000+ Users 100%+ 4,000 + Customers 100%+ 1,700 Certified Partners 53 countries, 16 languages FY03 FY04 Hundreds of Global ISVs Solid capabilities for sales and service today (v1.2)

4. Works the WayYou Do Works the WayYour Business Does Works the WayIT Wants It To More productivity In day-to-dayCRM tasks Better managementcontrol andvisibility Reduced loadon IT implementersand operations Common user experiencewith Office & Outlook Reduced click countsfor every task Complete capabilitiesin the office & on the road Powerful workflow drivesconsistent processes Automated alerts andexception handling Closed-loop trackingand reporting Simplified installationand maintenance Common configurationand customization tools Integrates easilyvia Web services Microsoft CRM | Our Value to Customers

5. Small Businesses MidsizeCompanies LargeEnterprises Partners provide pre-packaged templates or vertical applications. Microsoft CRM | Different Market Segments • “Complete” • use “out of the box” application with limited changes • zero IT resources • classic VARs/resellers • “Configurable” • want some degree of specific fit, e.g., workflow, reporting • limited IT resources • midmarket ISVs/resellers • “Customizable” • want IT flexibility and platform fit; may be a “spoke” • more IT resources • SIs & internal dev.

6. 1.2 to 3.0 Incentive • Any customer that purchasesany module of CRM 1.2 Professional todaywill get full-suite rights tothe next release of Microsoft CRM • That means “buy one and get three”. • This policy also applies to any prior customer of CRM 1.0 or 1.2 that has purchased any module of CRM Professional & has an active SA. • Story for standard SKU is “equal or better”.

7. Microsoft CRM 3.0Product OverviewSeptember 2005 Stephane Pasche Partner Account Manager Microsoft Switzerland GmbH

8. Agenda • Microsoft CRM 3.0 preview • Release timeline • Discussion

9. Works the way you do Natural fit for business users Works the way your business does Affordable adaptability & process automation Works the way your IT expects it to Simplified management, increased performance & reliability Microsoft CRMIntelligent and easy business solutions that enable extraordinary customer experiences

10. Customer and Partner Feedback Want a solution that is easy to use, easy to learn and easy to understand Want control in managing how to work inside of a business application Want access to customer information when working away from the office Our key takeaway: Microsoft CRM 3.0 is an easy to use, easy to adopt business application that builds on familiar Microsoft applications Works the way you do

11. Works the way you doEmpower users through the tools they use today MicrosoftCRM 3.0 Native Outlook Experience Microsoft CRM for Outlook includes sales, service and marketing functionality Automatic Outlook e-mail routing & Contact, Calendar and Task synchronization Natural fit for users of Microsoft Office Personalize your work environment Configure your workplace to access the information needed most often Personalize customer views, search queries and communication templates Easy to find and manage personal work Take your customers everywhere Manage your sales, service and marketing activities while working away from the office Synchronize Microsoft CRM appointments, contacts and tasks across your laptop and devices Work away from the office without missing a beat

12. Works the way you doNative Outlook Experience Microsoft CRM for Outlook Manage your entire workday from a single application Instantly track business e-mail and correspondence Automatic update to Outlook Calendar, Contacts and Tasks

13. Works the way you doPersonalize your work environment My work, My way Personalized workspaces for each user Customized by job role & business function Share views and queries across colleagues or teams

14. Works the way you doTake your customers everywhere Work anywhere Manage relationships when away from the office Synchronize only the data that you need Keep your laptop and devices up to date

15. CRM that works the way you do.

16. Customer and Partner Feedback Want customization capabilities across activities Want to create custom system entities Want cross-system business workflow and process automation Want powerful reporting and analysis tools Our key takeaway: Microsoft CRM 3.0 is a flexible business platform that can adapt to the changing needs of customers Works how your business does

17. Works how your business doesAdapts to your unique business needs MicrosoftCRM 3.0 Customize quickly and easily Modify application forms, data fields and relationships without writing custom code Build new system objects and features with web-based design tools Easy to customize with intuitive business design tools Streamline business processes Work more efficiently with process automation Integrate business processes across application and system boundaries Rapidly automate workflow across departments and systems Familiar and powerful data analysis Generate dynamic Pivot tables and charts with native Microsoft Excel analysis Share reports across users and teams while maintaining data security Instantly analyze business performance and trends

18. Works how your business doesCustomize quickly and easily Flexible business design Design business forms and entities- without writing code. Use your business terms across forms, views and reports Synchronize custom entities to your offline database

19. Works how your business doesStreamline business processes Automate your business Create workflow on custom entities and activities Expand workflow conditions and actions with custom plug-ins Merge dynamic content into automated tasks and e-mails

20. Works how your business doesFamiliar and powerful data analysis Instant business analysis Access powerful reports “in-context” of your current data view Generate dynamic analysis tables and charts with Microsoft Excel Schedule and distribute reports across users and teams

21. CRM that works the way your business does.

22. Customer and Partner Feedback Want a simple installation experience across desktop clients and servers Want a seamless upgrade experience Want high performance and reliability Want easy deployment and management Our key takeaways: Microsoft CRM 3.0 - Rapid installation & upgrade. Simple deployment and management. Works the way IT expects it to

23. Works the way IT expects it toSpend more time delivering business value MicrosoftCRM 3.0 Simple installation and upgrade Fail-safe application installation and upgrade with server diagnosis and troubleshooting tools Upgrade customized forms, schemas, process definitions and custom development Reliable installation and upgrade High performance and reliability Increased performance across search queries, page loads and offline synchronization Deploy application server and components within fault-tolerant architectures Easy to maintain without a disruption in service Simple deployment and manageability Customization transport utility allows for easy deployment across test and production systems Zero touch and zero footprint clients provide flexible deployment options for your business users Easy to manage client access and installation

24. Works the way IT expects it toEasy installation and upgrade Simple installation & upgrade Validate required components and install required service packs Upgrade custom forms, views, schemas and workflow Express install for CRM Small Business Edition

25. Works the way IT expects it toSimple deployment and manageability Rapid implementation Customization transport system for managing production and test configurations Zero-footprint browser client for web access Zero-touch client installation for CRM Small Business Edition

26. CRM that works the way IT expects it to.

27. Customer and Partner Feedback Want to centralize relationships across sales, service and marketing teams Want to increase the effectiveness of their marketing efforts and optimize spending Want to find and dispatch the right resources to provide the right services for customers Our key takeaways: Microsoft CRM 3.0 – the single source for managing your sales, marketing and customer service activities New features and functionality

28. New features and functionalityComplete the full-suite of CRM functionality MicrosoftCRM 3.0 Centralized roles and relationships Manage relationships across business Accounts and Contacts Track customer roles and influence within the sales function Shared relationships across your business Create demand and drive new business Define, plan, implement and measure multi-marketing campaigns to fill your sales pipeline Fine tune your campaigns through powerful analysis- create templates of successful campaigns Market more effectively Provide value-added service for customers • Escalate service cases to meet desired your desired service levels • Locate and schedule qualified resources to deliver services for customers. Deliver excellent service for your customers

29. New features and functionalityBuild, manage and maintain business relationships Centralized roles and relationships Shared insight and relationships across your business users Track business roles within your sales function Manage “intra” and “inter” organization relationships

30. New features and functionalityCreate demand and drive business results Market your products & services Define, plan, implement and measure campaigns from a central application Leverage your sales engine to perform campaign activities E-mail the right customers with anti-spam protection

31. New features and functionalityProvide value-added service for customers Schedule service professionals Find qualified resources across service locations Schedule resources according work availability or customer preference Build a history of customer appointments to track your service effectiveness

32. New features and functionality

33. Q3 CY 2005 Special Offer Q3 CY 2005 Pre-release Early access program (RC) Available to all partners Customer access through partners Pilot and test system deployments only Special deal! Microsoft CRM 1.2 • Buy any version of CRM 1.2 Professional get full-suite of Microsoft CRM 3.0! Released-to-manufacturing (RTM) • 90-day trial version available to partners and current customers until GA Microsoft CRM 3.0Release Timeline Q1 CY 2006 General Availability Q4 CY 2005 English RTM

34. Works the way you do Natural fit for business users Works the way your business does Affordable adaptability & process automation Works the way your IT expects it to Simplified management, increased performance & reliability Microsoft CRMIntelligent and easy business solutions that enable extraordinary customer experiences