Microsoft Dynamics CRM -Meeting the Needs of SMB and the Enterprise

1. Microsoft Dynamics CRM -Meeting the Needs of SMB and the Enterprise Max FatouretchiPartner Technology Specialist EMEA

2. Agenda Microsoft Dynamics CRM in the Market Implementation Approach & Planning Microsoft Case Study

3. Microsoft Dynamics CRM Success Across Segments 25% Small Businesses 40% Mid-Market 35% Enterprises

4. Microsoft Dynamics CRM in the Enterprise? No longer targeted to only small and medium size businesses Gaining market share in larger businesses Competing with (and winning against) Siebel & SAP

5. Gartner Point of View New license sales are likely to be accelerating…more than 140% in 2006. Garnering interest in deployments of more than 500 seats and, in several cases, more than 1,000 seats. Implementation partners have been touting test environments that demonstrate Microsoft Dynamics CRM scaling to 2,000 users on a single server. CRM integration with Microsoft Office Outlook, as implemented by Microsoft Dynamics CRM 3.0, can help increase user adoption rates. Source: Status Report on Microsoft CRM, Brian Prentice, Aug 16th 2006, Gartner

6. Some customers in the Enterprise Health Insurance – 250 user call center Wealth Management – 1,000 user sales Real Estate Management – 2,000 user sales & service Hotel Chain – 5,000 user sales Retail Bank – 5,000 user sales Software Manufacturer – 8,000 user service

7. Where Can CRM Fit in the Enterprise? Departmental installations Satellite implementation around corporate CRM Core CRM

8. Implementation Approach

9. Complex Moderate Simple Distribution Cross-Site Mobile Single Workflow, Common Workload Heavy Basic Outlook ‘Offline’ Outlook ‘Light’ Clients Web 2-way 1-way None Integration Topology Native External Mixed Deployment Spectrum

10. Supporting Small Business Windows XP Office 2003 Outlook ‘offline’ • Traits • Usually ‘Simple’ deployments • Low IT involvement • Managed by partner • Considerations • Disaster recovery • Workload SBS 2003 + DC CRM Small Business Edition

11. Supported Topologies • Typical Configurations • 1 Box – SBS • 2 Box – DC/Exchange, CRM/SQL • 4 Box – DC, Exchange, SQL, CRM • 5 Box – DC, Exchange, SQL, CRM1, CRM2 • Extended Configurations • Mixed-mode Domain (RTM) • Internet-facing (RTM) • High-Availability Configurations • SQL Clustering • Exchange Clustering • Web Farm

12. Resistance First-Step Vision Pain Cause CRM Success formula P*C*V*F > R

13. Deploying Microsoft CRM in the EnterpriseWhat’s Different? Integration is usually a part of the project Typically longer deployment time frames than smaller businesses Development of more advanced customizations via SDK Security model often quite a bit more complex

14. Multi-Phase Implementation Plan for a multi-phased implementation Conference room pilot Pilot with out of the box configuration Phase in SDK extensions and integration Privacy Auditing/Compliance

15. Integration Determine which system owns the data Avoid dual-ownership Keep data models in synch where possible Start early in the project Always takes longer than you think Expect issues with data mapping between systems

16. IT Concerns Don’t underestimate time needed to address concerns from IT Ensure all corporate guidelines are being addressed Policies often exist for evaluating packages application in the corporate IT infrastructure Get IT involved early to avoid surprises late in the project May need lab deployment to address raised concerns

17. Microsoft Exchange May need Microsoft Exchange upgrade Installation of 3rd party software on Microsoft Exchange often prohibited Consider a dedicated Microsoft Exchange server for Microsoft Dynamics CRM router Procedures for monitoring the Sink mailbox needed Who has access? How often will it be monitored?

18. Microsoft Outlook Client Make sure you have an accurate inventory of target machine configurations Variations in the base configuration can impact ability to install the Microsoft Dynamics CRM Client for Outlook May need to upgrade desktops/laptops Plan for software rollout Automated installation can be difficult

19. Operations Don’t forget operational support Documentation and training needed for operations to understand application Who do users call with problems? Corporate help desk needs to be aware of the application and know how to handle support calls

20. User Training Coordination of training for a global deployment can be tricky Consider options for training Web-based Regional road show Train-the-trainer

21. Can Microsoft Dynamics CRM Handle Your Volume? Plan for tailored scalability testing Analyze transaction mix and usage Model data volumes Consider true concurrency

22. Some Scalability Testing Results Performed in our lab in Seattle, WA, USA Sales transaction profile 12 month project data volume 3,000 concurrent users > 240,000 HTTP Transactions/hour < ½ second average HTTP response time

23. Planning for Scalability Plan for future volume and understand procedures for swapping out hardware Scale out where possible Use 64-bit SQL Server 2005 High performance SAN with fast I/O channel Use a dedicated SQL Reporting Services/Analysis Services environment

24. Microsoft Dynamics CRM Center of Excellence

25. COE Strategy Vision: Microsoft Dynamics CRM Center of Excellence becomes the first & best choice to deliver CRM capabilities for the Microsoft business Mission: Drive high value, innovative usage of Microsoft Dynamics CRM products & solutions to establish measurable business productivity gains at Microsoft Objectives: Drive to high client satisfaction Develop showcase scenarios & validate cost/benefit Determine viability of a Microsoft Dynamics CRM federated approach in the enterprise

26. COE: Year Over Year Goals FY06 Theme: Build the Microsoft Dynamics CRM COE Create Microsoft CRM roadmap & architectural blueprint for IT Business Systems Establish COE processes for IT alignment of all Microsoft CRM projects Standardize Microsoft CRM client engagement model FY07 Theme: Deliver Microsoft Dynamics CRM capabilities internally Successfully complete key pilot projects (ISCRM, NZCRM, OEMCRM) Drive innovation and evangelize the power and flexibility of Microsoft CRM Increase internal usage to >4000 seats Showcase Titan as an viable internal hosting solution for enterprises like Microsoft FY08-FY10 Theme: Deliver on CRM Roadmap & use Microsoft Dynamics CRM as a “Platform” for a Microsoft Sales and Marketing Develop alignment with enterprise CRM strategy & support user adoption evolution Develop and implement adoption strategy for all future releases of Microsoft CRM Migrate previous implementations and shadow apps to new architecture Execute Microsoft CRM integration strategy: Microsoft Office, RTC, SharePoint, Groove, Speech Server

27. Federated Model Best of worlds – Centralized mastering with application flexibility Enterprise view - data master with two-way integration with key fields Business Agility - provides the business with quick, low cost configurations Same Application – no custom code. Easy upgrade to new releases. New Thinking – replaces large, expensive centralized applications. Account = Organization mastered in MIO Contact = Individual mastered in MIO Optys = Optys mastered in Microsoft Dynamics CRM

28. Simplification vs. Federation Simplification Initiative Microsoft Dynamics CRM Federation Model • Pros • Allows cheap and flexible application development • Businesses love this - Time to market sharply reduced • Decrease Data Masters and Data Redundancy • Standardize Processes – Eliminate Non-Value Add Work • Save on Tier 1 support costs • Titan (Microsoft CRM “Live”) – Single application platform with multiple standalone customizations • Pros • Reduce Applications • Decrease Data Masters and Data Redundancy • Standardize Processes – Eliminate Non-Value Add Work • Cons • Possible creation of large, inflexible, enterprise applications like Siebel • Expensive to implement and will take a long time • May push shadow apps under ground • Cons • Possible increase in maintenance costs – Upgrades, patches, hot fixes etc. • Not truly enterprise-ready • Worldwide performance unknown

29. Hosted Solutions Teams currently use the application for broadly based processes, not simply traditional sales and marketing functionality. Some examples: HR Staffing – Microsoft employee recruiting Digital Media – Selling of 3rd Party digital media rights for Microsoft products such as Windows Media Player Competitive and Regulatory Affairs – Providing reports to the US Department of Justice to assure that Microsoft is compliant with the decree set by the DOJ regarding anti-monopoly practices Partner Experience – tracking Partner based escalations and questions regarding the broad mix of Microsoft Partner programs MSN Operations Workbench – used to track IT services provided by the MSN Operations Team including Capacity Planning Microsoft DMO – tracking Data Management requests Microsoft Finance - using to track opportunities to provide financing services to customers who are purchasing Microsoft software.

30. Internal Client Feedback Rapid customization capability, including: The Microsoft Business people *love* the customization capabilities. Too many things to list! Easy to use and deploy out-of-the-box Integrates with Microsoft Outlook and Microsoft Exchange server Ability to use in on-line and off-line modes Ability to scale to larger deployments (>5,000 users) via web load-balancing and SQL clustering

31. Q&A

32. CRM in a Spanish Bank

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