Earlier this year we saw the global launch of Dynamics CRM 2011, and according to key analysts it’s already proving to be a world beater. In this session we’ll cover the key strengths of CRM 2011, both on premise and online, as well as take a brief look into the future. The session will also cover a deeper dive into the use of social media in the sales and marketing arena. We’ll demonstrate how Dynamics CRM 2011 can help you create a central view of social media activity as it relates to your business and how Dynamics CRM can help extend your view of your customers and prospects.

1. Dynamics CRM Update,
Roadmap and Social Media
Steven Foster
September 2011

2. Dynamics CRM Update and Roadmap
Agenda
 Introduction
 Dynamics CRM Update (10mins)
 Dynamics CRM Roadmap (10mins)
 Social Media and CRM (15mins)
 Lets see it in Action! (5mins)
 Questions

3. Dynamics CRM Update and Roadmap
Steven Foster: CRM Product Manager
 My role is to drive the Microsoft CRM business,
delivery and partner relationships
 People call me passionate about CRM and even an
evangelist!
 I have been working in the field of CRM for over 12
years, implemented many CRM and xRM solutions and
have experience across a broad range of CRM
technologies, industries and countries.

4. Dynamics CRM Update

5. Dynamics CRM Update and Roadmap
Is a flexible business application that helps organisations increase
business productivity and drive connections across people, processes
and ecosystems
Industry Solutions Custom
Sales Productivity Customer Care Marketing
– Grants 360 Applications
Core CRM Extended CRM
xRM Framework

6. Dynamics CRM Update and Roadmap
The focus of CRM 2011
 Microsoft Dynamics CRM 2011 delivers The Power of
Productivity through familiar, intelligent and connected
experiences for people inside and outside an
organisation
Familiar – natural and
personal
Intelligent – insight and
actionable Connected –
collaborative and
integrated

7. Dynamics CRM Update and Roadmap
Business at a Glance
Over 2,00,000 users in more Regional datacenters in the
than 80 countries with 40+ Americas, EMEA, and APAC
languages
Multi-tenant architecture for
Over 30,000 customers from cloud and on-premises
small to enterprise deployment
Over 1,200 software and Developer symmetry between
services partners with Dynamics our cloud and on-premises assets
CRM competency for integration and extensibility
Over 100 service providers More value for less helps
hosting Dynamics CRM customers make the most of their
solutions investments

8. Dynamics CRM Update and Roadmap
FORRESTER -Medium
“Microsoft Dynamics
CRM shines by offering
flexibility for large and
midsized organisations.”
~ Bill Band

9. Dynamics CRM Update and Roadmap Over 500
enhancements
Lots of Features ...
Business Process Management
Personalization
• Multiple application use/switching
• Intelligent choice controls
Customization and Extensibility
• Forms designer
• System views
• Business org. modeling • Dynamic forms • Visualization Designer
• Tree based designer • Navigation shortcuts • Customizable dashboards
• Hyperlink support in prompts • Flexible filtering and search • “Any to Any” relationships
• Static & dynamic response types for prompts • View selection persistence • Multi-factor authentication
• Custom workflow activity • Personalized synch folders • Interactive override for Field Level Security
• Import/export process definition • Personalized reading pane • Global Jscript libraries
• AppFabric integration • HIPAA certifiable
• Interactive workflow Customer Care
• Custom activities Management and Administration
Content Management • Customer care dashboard • Multi-nation setup
• Track changes • Case modeling • Claims based set-up configuration
• Version control • KB article customization • Server admin automation
• Automatic folder creation • Workload management • Organization management automation
• Secure file sharing • Flexible queues • Simple Internet-facing deployment
• Quick preview • Business/contact center goals • MUI upgrades
• Simultaneous editing • System-wide auditing • Org. update/upgrade
• Single sign-in • Tenant by tenant upgrade migration
• Text search with documents Sales • Server farm updates
• Quota management • Deployment Web-Services
• Team selling capabilities
User Experience
• Connections Integration
• Native Outlook search experience
• Custom currency • Azure Service Bus integration
• Column filters
• Sales dashboard • Firewall tunneling
• email template support
• Write-in products • Bulk data load
• Outlook Social Connector
• Negative price support
• Record counts
Solution Management
• Re-occurring meetings
Marketing • Solutions hosting
• Meetings bi-directional synch
• Marketing dashboard • Solution lifecycle management
• Context menus
• Dynamic Marketing Lists • Managed properties
• Accessibility compliance
• Bulk update • Community rankings
• Voice recognition tools support
• Rich CRM emails • Listings details and management
• Outlook follow-up/reminders
• Improved Data Import Wizard • Search and navigation
• Outlook categories on CRM records
• Data cleansing enhancements
• Data mapping

10. Microsoft CRM 2011
Roadmap

11. Dynamics CRM Update and Roadmap
Roadmap May 2011 Highlights
 Microsoft is committed to the “power of choice”
allowing flexibility with deployment
 Microsoft Dynamics CRM will continue to “harness and
surface” the collaboration capabilities from Microsoft
SharePoint, Microsoft Lync, and Microsoft Office.
 Improved provisioning and evaluation of Microsoft
Dynamics Marketplace solutions

12. Dynamics CRM Update and Roadmap
Summary of Dynamics CRM Online Q4 2011 Update
Unified Office Enterprise Feature Social
365 Experience* Cloud Enhancements (Wave 1)
Unified Identity New BI Capabilities Activity
Provisioning Federation Feeds
Enhanced Dialogs
Unified Billing** In-Region Windows Phone 7
Disaster Enhanced Data Activity Feeds App
Unified Recovery Cleansing
Administration
Industry
Certifications

13. Dynamics CRM Update and Roadmap
Social Media – Micro Blogging Glimpse

14. Dynamics CRM Update and Roadmap

15. Social Media and CRM:
A Practical Approach

16. Social Media and CRM
Agenda
 What is Social Media and why does it matter?
 How does Social Media relate to your organisation?
 Microsoft Dynamics CRM and Social Media
 Summary, discussion, and questions

17. What is Social Media?
The term social media refers to the use of web-
based and mobile technologies to turn
communication into interactive dialogue.

18. Social Media and CRM
Image Courtesy of Espresso

19. Social Media and CRM
Image Courtesy of Espresso

20. Social Media and CRM
Image Courtesy of Espresso

21. Social Media and CRM
Image Courtesy of Espresso

22. Social Media and CRM
Image Courtesy of Espresso

23. Social Media and CRM
But: It’s Just People
 People talk, just as they breath, eat and sleep
 People also listen
 An extension of the dinner table conversation
 Same rules
 Same behaviour

24. Social Media and CRM
Social CRM
 Whether organizations like it or not, customers are
going to utilize social technologies to participate in
conversations, post thoughts and observations or
complain about your products and services
 You can choose to listen and engage customers
through these new channels or ignore them
 Conventional wisdom says that the former is the
preferred option

25. Social Media and CRM
Public
Blogs
Private
Casual Professional

26. Social Media and CRM
What can you get out of Social Media?
 Customer intelligence
 Reputation monitoring
+ Effort
 Lead generation
 Customer service
+ Risk
 Public relations
+ Reward
 Campaign management

27. Reputation Monitoring Tips

28. Social Media and CRM
OMG! A Mention!
 What do you do when your Social CRM Tool detects a
mention?

29. Social Media and CRM
Tone
 Each network has its own tone
 Unwritten rules and expectations
 E.g. Twitter: don’t auto-tweet other feeds
 Don’t auto-DM new followers

30. Social Media and CRM
Detecting Tone
 Lurk before wading in
 This means being engaged and online BEFORE an
event
 Example: BP Gulf oil spill PR
 Result: @BPGlobalPR

31. Social Media and CRM
@BpGlobalPR

32. Social Media and CRM
@BpGlobalPR

33. Social Media and CRM
@BpGlobalPR

34. Social Media and CRM
Viral Effect
 AKA “Network Effect”
 I tell 10 friends, who each tell 10 more.
 Inverse law: the harder you try, the less likely it will
happen.
 Due to bullshit detection?

35. Social Media and CRM
Beware of the Streisand Effect

36. Social Media and CRM
Reaction
 Don’t over react.
 What would you do if someone made an incorrect
statement at a dinner party?
 What if they were angry?
 What about if someone was obviously an idiot?

37. Social Media and CRM
REACTION
http://www.wired.com/dangerroom/2009/01/usaf-blog-respo/

38. Social Media in Dynamics CRM

39. Social Media and CRM
What can you get out of Social Media?
 Customer intelligence
 Reputation monitoring
 Lead generation + Effort
 Customer service + Risk
 Public relations + Reward
 Campaign management

40. Social Media and CRM
Managing Social Interactions

41. Social Media and CRM
What does it look like?
 Account level profiling
 Contact management awareness
 Campaign Event – Connecting to more than just your
known contacts
 3rd Party extensions – InsideView

42. Social Media and CRM
Take Outs
 It doesn't have to be difficult
 Add a lot of value with some simple configuration
 Expand your network with a connected approach

43. Questions

44. Thank you