AP115 xRM Framework: A Faster Way to Build Business Applications

2. AP115 xRM Framework: A Faster Way to Build Business Applications Ross Dembecki / Lead Product Manager Craig Steere / Technical Solution Professional

3. Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems AP029: Selling Dynamics CRM: The sales productivity proof points AP049: Microsoft Dynamics 2011 and the Cloud AP107: Customer Care Accelerator AP115: xRM Framework: A Faster Way to Build Business Applications

4. Over 1,400,000 users in more than 80 countries with 40+ languages Over 23,000 customers fromsmall to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providershosting Dynamics CRM solutions Highest rated CRM suite by Forrester, Leader Quadrant by Gartner Multi-tenant architecturefor cloud and on-premises deployment Regional datacentersin the Americas, EMEA, and APAC Accreditations:ISO 27001:2005 and SAS 70 Type I and Type II attestations SLA:99.9% uptime, 24/7 support Developer symmetrybetween our cloud and on-premises assets for integration and extensibility More value for less helps customers make the most of their investments Business at a Glance

5. Winning Customer Scenarios PC Browser Phone Core CRM ApplicationsSales Productivity – Customer Care – Marketing Extended CRM Applications Industry Solutions - Custom Applications xRM Framework Cloud Services On-premises Systems

6. Extended CRM Key Industry Solution Areas Sales and Service Financial Advisory Services Citizen Service Platform Customer Centricity Government 2.0 Guest Experience Mgmt Government Case Mgmt Media Business Mgmt Health Plan Sales Partner Management Caregiver Collaboration … and Many More Cloud Services On-premises Systems

7. Key IT ChallengesChallenges with delivering sustainable business value • Too much time and money is required to efficiently develop, deploy and maintain custom applications • Identifying the right application is costly. Maintaining applications from multiple vendors is cumbersome Deliver and Demonstrate Business Value Limited budget and resources Too many issues with buying and building apps Not equipped to rapidly respond to business change Difficult to deliver business ROI and differentiators

8. Bridging the GapA better way to accelerate application development Rapidly innovate and grow your business Build Buy Packaged Applications Development Frameworks Application Platform Development Tools Lower total cost of ownership (TCO)

9. One Framework : Many ApplicationsxRM accelerates the development of many LOB applications Constituent Management Vendor Management Asset Management Employee Management Program Management BUILD many LOB applications ON a single framework WITH shared resources Grant Management Supplier Management Property Management Recruit Management Project Management Fleet Management Licensing Management Contractor Management Resource Management Product Management Legislation Management Partnership Management Contract Management Lifecycle Management Task / Activity Management Consistent and Complete User Experience Shared Application and Data Services Shared Environments & Resources

10. xRM Dynamic Application ServicesReusable and adaptable ууущщйццззййз ууущщйццззййз xRM Application Services rapidly adapt to fit your application requirements • Adaptable to fit the unique needs of every application • Range from simple to complex options • Comprehensive application development environment User Experience Services Access & Security Services Process Automation & Orchestration Services Point & Click Customization Services Data & Metadata Services Analytical Services 360O View Microsoft Technologies (Outlook, Office, SQL Server, .NET) Extensibility Services Management Services Architecture Services Integration Services

11. Integration ServicesRapidly innovate with a wide range of integration capabilities • Data needs to be synchronized • Processes flows across applications • Leverage logic from other apps • User Experience Related цззййз • Data Integration • Process Integration • Business Logic • Enterprise Mash-ups • Composite Applications • Integrated UI (sitemap, ISV) • Low Cost & Maintenance • Embedded • “Traditional” Approach • Fully operational APIs (CRUD) • Data API • Metadata API • Dynamically generated web-services • Call outs with Parameters • Get results back • Full blown integration • Pre-built connections with integration platforms (BizTalk)

12. Architecture Services Support broad set of global business application needs цззййз Multi-tenant Architecture • Supports multiple isolated applications (database instances) in a single framework • Administration across apps Multi-language • 40+ available languages • Right to left and Unicode Multi-currency • Base currency for roll-up • Transactional currencies Organization-wide Example: ACME, Inc Corporate Divisions Example: ACME European Operations Work Teams Example: ACME Account Team Work Departments Example: ACME Procurement

13. Point & Click CustomisationBuild your applications with nothing but a mouse цззййз Powerful and intuitive point & click allows organisations to rapidly build entire applications • For technical and non-technical users • Enables lightning fast deployments and agile iterative design and feedback • Completely define each unique application through point & click • Less developers focused on building infrastructure • Point & Click Customization Components • Relational Data Schema • Forms Designer & Navigation • Feature Functionality • Role-based Security • Business Logic • Process Automation • Reporting • Application Configuration

14. xRM Ripple EffectChanges Dynamically Propagate To Application Services цззййз The xRM Ripple Effect increases IT responsiveness to business requests, increases productivity and provides low TCO Ripple Effect - “Create New Field” New field is dynamically made available to: • Forms Designer (UI) • Client-side Jscript • Workflow Engine (triggers, data…) • Advanced Find & Query • Analytics • Wizards (Workflow/Reporting) • Offline Synchronization • Web-Services (Data/Metadata API) • Mail Merge • Data Import, Mapping & Deduplication

15. One Framework : Many AppsScreenshots of a variety of xRM applications Microsoft | xR Legal Case Management Employee Management Certification Management Asset / Fleet Management Dealer Management Logistics & Task Management

16. Extensible User ExperiencesExtend the UI to the environment that best fit your people цззййз Mobile Devices Silverlight / WPF Custom Web Portal Composite UI Microsoft Office Word SharePoint

17. Examples of Customised Business Applications Demonstration

18. One Framework : Many AppsMany different xRM applications being used at ING • Real Estate Development • Real Estate Investment Management • Real Estate Finance • Vendor Management (2,500+ users) • More in the plan… • “We were finished building our Real Estate Development application in only 3 weeks!”

19. Customer ROITangible xRM benefits • Increasein closed business deals • Livewith hosted solution within 5 days • Accelerateddeployment by 6 months • Improving “First Call” Resolution Rates to 80% • Increasing Call Capacity by 100% • IncreasingElectronic Tax Collections by 500% • Improved productivity by automating manual processes • Better track information derived from multiple communication channels • Savesmore than 1,250 hours of labor each year by automatically transferring dealer configurations to quotes • Reduced overhead and improved experience as orders are filled more quickly and more accurately Property Management Contractor Management Citizen Management Dealer Management

20. xRM Enhancements in Dynamics CRM 2011 • .NET 4.0 • Flexible web services (WCF, REST, AJAX) • Client-side object model • Cross-version compatibility • Enhanced query support Developer Productivity • Code / Report “Sandbox” • Extended Event Pipeline via Windows Azure • Claims-based authentication and federation • Visualisations • Portal Integration Power of Choice • Solutions Management • Enhanced data modelling • Client extension hosting and deployment • Optimised transaction support • Enhanced Security and Auditing Rich Platform Services

21. New Rapid Development Tools in Dynamics CRM 2011 Demonstration

22. SharePoint and xRM are ComplementaryCombined strengths cover broad business needs Unstructured& Semi-structured Data Social Engagement & Collaboration Information Evolution & Storage Informal Rules Enterprise Search Across Teams & Domains SharePoint Structured Relational Data Interactions, Activities & Tasks Information Generation & Analytics Formalized Processes Data Query & Filter Within Teams & Domains xRM

23. Microsoft Dynamics CRM 2011Extended CRM Applications Customer Relationship Management Application Partner Relationship Management Application Distributor Relationship Management Application Asset Management Application Lease Management Application “Anything” Relationship Management Application xRM Framework Rapid Application Development Business Process Management Business Intelligence Office and Web User Experience Reduce application development complexity with declarative development Shrink administration, management and licensing costs Available on-premises and in the cloud Included as part of Microsoft Dynamics CRM 2011

24. Call To Action Sign-up to be a CSA Fee Partner or a CRM/ERP Referral Partner Use Dynamics CRM via Internal Use Rights Benefit Attend CRM Global Readiness Tour: 1 Day – 2 Tracks Sydney: October 18thMelbourne: October 19th Register Now: http://bit.ly/CRM2011GRT Leverage the Dynamics CRM 2011/Online Beta • Public Beta – Customers, partners and prospects • September – Released & available for both Online and on-premises • Beta Sign-up - http://crm.dynamics.com/crm2011beta Visit Pod #26 Web:http://crm.dynamics.comTwitter:@rossd_crm