Published on April 28, 2008
SB Partners – Microsoft Dynamics CRM - Update: SB Partners – Microsoft Dynamics CRM - Update Jason Nash CRM Product Manager Microsoft Corporation SOLUTIONS Agenda: Agenda About small business What is CRM? How is it different for contact management CRM or BCM matrix Why first Generation failed? Market Analysis Momentum in the market Why should you be interested in selling CRMCRM Selling Microsoft Dynamics CRM Small Business edition Microsoft Dynamics Positioning Microsoft Dynamics 3.0 Small Business Partner (3 Options) Limitless opportunities Pricing – Distribution CSA Line 50 connector Next steps… CSA Small Business Facts: Small Business Facts 1 in 10 companies is having to avoid customer calls due to lack of information on account status. 24% of those surveyed admit that they have forgotten or missed an important meeting with a customer or prospect, one in five (20%) have actually lost a customer due to inadequate care. With the survey indicating an average cost of £500 for each lost order, this poses a significant threat to a small company’s revenue. (UK YouGov - Microsoft Survey 2005) Have complex processes Have millions of unique and different business models – don’t want to be treated all the same Don’t want solutions that are targeted at Mid Market / Enterprise Customers Are Value driven Demand rapid ROI Want products that are easy to use and work with their business Focus on finding business solutions NOT IT Solutions Have strong relationships with trusted partners What Is CRM?: What Is CRM? How does it differ from simple “contact management”? Successful CRM is NOT just dependent on selecting the “best software”, it’s about getting the right strategy Functional Differences: Functional Differences CRM BCM “First-Generation” CRM Problems: A 2004 AMR Research study found that 28 percent of CRM projects 33 percent had A 2005 Forrester Research study found that Two-thirds of respondents were with the ease of use of their CRM system More than half of respondents were with their CRM system's return on investment (ROI) “First-Generation” CRM Problems CRM’s Fatal FlawIt just isn’t natural: CRM’s Fatal Flaw It just isn’t natural Microsoft Outlook, Excel… What My Sales, Marketing and Service People Use Every Day What Do Small Businesses Need From CRM Systems?: What Do Small Businesses Need From CRM Systems? Reliable user adoption Great business fit Fast, flexible, and affordable technology The CRM Market Today: The CRM Market Today North America and EMEA are growing at 6.2% per year in 2005-2009; LATAM, Japan, and Asia/Pacific are growing at 9.3% per year. Mid-market and enterprise are big now Small Business is growing fast Source: Gartner Inc. CRM forecast to grow at 11% to 2007: CRM forecast to grow at 11% to 2007 CAGR 2004-2007 Total Software 3.4% Mobility 30.3% CRM 11.3% ERP 4.2% £47m £125m £286m £62m £140m £298m £80m £156m £310m £105m £173m £323m £2,308m £2,386m £2,486m £2,554m UK MM ERP, CRM, Mobility and Total Software Spend Growth 2004-2007 £ Million Note: Output from Burlington Model – see methodology slides for assumptions Source: ONS; IDC; Burlington Analysis Small business: faster growth: Small business: faster growth We also know that the growth rate in CRM is greater in small business then MM or UMM or Enterprize Microsoft CRM | Impressive Growth: Microsoft CRM | Impressive Growth Over 6,000 customers Over 150,000 users Full suite of marketing, sales, and service Native Office experience Web services architecture Fast, flexible, and affordable Available in 22 languages Microsoft CRM Customer Growth Worldwide +100% +100% Microsoft CRM 3.0 | Redefining CRM Market: Microsoft CRM 3.0 | Redefining CRM Market Analyst Opinions: “This new CRM app is a killer.” (major firm) “Why would anyone buy anything else?” (major firm) Press Coverage: 250 articles on the CRM 3.0 between August to December, 2005: Trade press, Wall Street Journal, Int’l Herald Tribune, … Microsoft WW Partner Conference: Multiple sold-out preview sessions; demo booths packed 24x7 Microsoft WW Sales conference (10,000 attendees): Three products highlighted: Office 12, Longhorn, and … CRM 3.0 Why Microsoft Dynamics?: Why Microsoft Dynamics? New Choices For CRM Systems Today: New Choices For CRM Systems Today Yesterday’s Choice Complicated CRM Systems That You Own Generic Hosted CRM That You Rent Heavy, complex, and expensive Basic but “easy to get” Microsoft Dynamics CRM : Microsoft Dynamics CRM Selling Small Business Edition: Selling Small Business Edition Microsoft CRM | Integrates: Microsoft CRM | Integrates Completely customize for your requirements Leverage Microsoft and other technologies Seamless flow of customer information Slide19: Microsoft CRM Configure workflow to fit business processes Extend object model with new entities Integrate to external data and applications Add new reports and analytics Build dashboards and custom apps in Sharepoint Build packaged vertical solutions Offer packaged implementation svcs Offer hosted versions of Microsoft CRM Built on Microsoft .NET Microsoft CRM | Limitless Opportunities Small Business Edition: Small Business Edition Designed for Small Business Server (SBS) Premium Required to install on SBS Follows SBS limits of 1 server and up to 75 users maximum Software Assurance at 25%/year of license is included with CRM in customer facing Volume Licensing programs All CRM features plus unique small business only features Wizard driven install <10 clicks Configuration “Consultant in a Box” Business Contact Manager Migration SBS Management Tools integration SBS Fax Service integration Small Business Edition (SBE) Server £400* SBS SBE User CAL £350 per user* * Prices shown are estimated retail pricing ranges in UK via Open Pricing Summary*: Pricing Summary* * Prices shown are estimated retail pricing ranges in UK via Open Internal Use Licensing: Internal Use Licensing CRM 3.0 will offer a higher number of licenses for internal use to Microsoft partners than 1.2 through the Microsoft Partner Program MBS Competency licenses are in addition to those offered at Certified and/or Gold level CRM 3.0 will be included in Action Pack and Certified shipments beginning Q1 2006 Slide23: 10% Up to +30% + = 30% CRM Software Advisor fee* Tier 1 Tier 2 30% or greater Partner Opportunity on Initial License & 1st year Software Assurance Plus Transaction related opportunity OR License Transaction related opportunity 20% T1 = 20% for all programs, except for Enterprise Agreements which equals 15% T2 = 30% for all programs, except for Enterprise Agreements which equals 22.5% SA renewals are 5% across all programs. Maximize Revenues by becoming a Microsoft Software Advisor Inetium – Gold Partner: Inetium – Gold Partner Minnesota, USA Company PARTNER Slide25: Partner Level: Gold Certified Minnesota, USA Core Strengths CRM Consulting IW Consulting Great Plains Consulting .NET Development Infrastructure Primary Segment Focus: Mid-market Industry focus: Professional Services and Construction Number of CRM customers: 30 Total number of employees: 50 (two offices) Prior CRM experience: SalesLogix (2001-2002) Driving Business with Microsoft CRM : Driving Business with Microsoft CRM Inetium revenue over 67% of Deal Value * This data is based solely on Partner input Summary and Next Steps: Summary and Next Steps We are developing a free Sage Line 50 connector which will be available within the next 3 months Install Microsoft CRM yourselves and make use of it Community site - www.microsoft.com/crm Partner site - partner.microsoft.com Partner testimonials - https://partner.microsoft.com/global/productssolutions/business/businesscrm/40025458 CRM Software Advisor Fee Initiative site - https://partner.microsoft.com/global/productssolutions/business/businesscrm/40012663 Questions?: Questions? Microsoft CRM | For Small Businesses: Microsoft CRM | For Small Businesses Microsoft CRM Small Business Edition (SBE) is optimized for small businesses Complete CRM suite installs in 10 clicks or less Quick customization to specific business needs through the “Consultant in a Box” wizard Tightly integrated with Microsoft Small Business Server Premium 2003 capabilities Fax server integration Integrated system management Built-in migration of data from Microsoft Office Business Contact Manager (BCM) SBS Click Through Setup: SBS Click Through Setup Simple Click Through Setup CRM on SBS SBE Product Feature:Customization Wizard: SBE Product Feature: Customization Wizard Our Consultant in a Box Wizard for applying some light weight customizations to CRM Launches post setup Has a VAR mode for saving customizations for later application Customizations include: Name formats Creation of territories Allowing rename of Account, Contact and Case entities Creation of several default relationship roles More… Tool does not: Create products Create users Create multiple BUs Customization Wizard: Customization Wizard Simple customization of CRM SBE Product Feature:Fax Server Integration: SBE Product Feature: Fax Server Integration Integrates Windows Fax server with CRM Creates a Fax Activity record in CRM upon receipt of a fax on the server Routes faxes to users automatically Non routable faxes are placed in a Fax Queue Outbound faxes are also supported – including the sending of attached Office documents Management integrated with SBS Fax Server management Fax Server Integration: Fax Server Integration Receiving faxes in CRM, sending faxes from CRM Fax Router: Fax Router It Really Works!: It Really Works! SBE Product Feature: SBS Management Tools: SBE Product Feature: SBS Management Tools Server Management console is highly used by SBS administrators CRM admin tools are integrated into the SBS Server Management console CRM tools accessible from here include: Workflow manager Link to CRM configuration (in Web app) Exchange rules deployment SBS Management Tools: SBS Management Tools CRM admin tools in SBS Management console Slide52: © 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary. Microsoft CRM | What’s New in Version 3.0?: Microsoft CRM | What’s New in Version 3.0? Native Outlook Experience Roles-based user interface Dynamic help & suggestions Pervasive mobile capabilities High performance sync New CRM Modules Marketing Automation, including Quick Campaigns Service Automation SQL Reporting Services Platform Flexibility Custom entities Extensible workflow engine Real-time app integration Easy portal integration Installation and Upgrade Installation diagnostics Automatic Web Services New security model Metadata import/export Hundreds of new features, including: Resource Guide: Resource Guide Resource Guide…Contd.: Resource Guide…Contd.