Microsoft CRM 1.2 was launched earlier this year and is being targeted at small to medium sized businesses (from 25 to 500 users) who have a need to develop more profitable customer relationships. Microsoft say the product is innovative, easy to use and integrates well with existing software (Office, Outlook and SQL for example). However, CRM as a business strategy is not always well understood by SME’s who may feel it is more appropriate for larger organisations. Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product. CRM technology – what is required Microsoft CRM – they key benefits for SMEs MS CRM – the key components MS CRM – automated lead gathering MS CRM – sales force automation MS CRM – automating customer service MS CRM – management reporting

1. Microsoft Business Solutions Customer Relationship Management A presentation to MerIT group June 16 th 2004 Peter Clements - CRMbase

6. Key areas of functionality Management reporting Sales Force Automation Marketing Automation Customer Service Customers

7. Does it work? Insight Technology Group found from research that the most successful CRM implementations achieved: revenue increases of 42% cost of sales decreased by 35% length of sales reduced by 25% margins were improved by 2% customer satisfaction up by 20%

9. Economics of customer retention “ Winning back a lost customer can cost up to 50-100 times as much as keeping a current one satisfied.” Rob Yanker, Partner, McKinsey & Company Understanding your customer is key to retention…..

12. Microsoft CRM 1.2 packaging Microsoft Business Solutions CRM Microsoft Business Solutions CRM Microsoft Business Solutions CRM Sales Customer Service Suite Standard Professional Microsoft Business Solutions CRM Microsoft Business Solutions CRM Microsoft Business Solutions CRM Customer Service Suite Sales

14. Microsoft CRM Logical Architecture Meta Data Entity Mapping Layer Database SQL Server 2000 Object Model Workflow Secure SOAP API Shims ATL Server Win2k /Win XP Active Directory Crystal Reports (Enterprise ) ASP.NET & IIS .NET Framework Win2k/XP IE 6.0 client on Win 98, WinME, Win2k or WinXP Outlook 2000 or XP Win2k or WinXP Database MSDE Metabase MSDE SQL Server Replication Presentation Layer (XML/XSL) Business Logic Object Model Meta Data Entity Mapping Layer Workflow Outlook Client Browser Client Metabase SQL Server 2000 Offline Queue Dispatch Layer Meta Data Query Processor Proxy Layer Business logic Presentation Layer (XML/XSL)

15. Microsoft CRM and .NET Designed for Integration and Enhancement SharePoint Portals 3rd Party Applications Great Plains Navision Axapta Solomon Web Services Business Intelligence Embedded BizTalk Server SQL Server Core CRM Server Sales (includes Marketing) Customer Service Microsoft Outlook Microsoft IE

19. Internet Explorer client Key modules – one click from home page Related information on side tabs Easy access to activities Company announcements