Steven Foster May 2011
CRM 2011 – What’s New
CRM 2011 Twilight – What's New
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 solutions and have experience across a broad range of CRM technologies, industries and countries.
CRM 2011 Twilight – What's New
Introducing Dynamics CRM (5mins)
Feature Demonstration Top 10 (ish) (30mins)
Upgrading and On-boarding – what you need to know (15mins)
Questions
Agenda
CRM 2011 Twilight – What's New
Is a flexible business application that helps organisations increase
business productivity and drive connections across people, processes
and ecosystems
xRM Framework
Core CRM
Sales Productivity
Customer Care
Marketing
Extended CRM
Industry Solutions
Custom Applications
CRM 2011 Twilight – What's New
FORRESTER -Medium
“Microsoft Dynamics
CRM shines by offering
flexibility for large and
midsized organisations.”
~ Bill Band
CRM 2011 Twilight – What's New
“Adopting a productivity focus that changes the way we work is the only path to lock in productivity gains and earnings.
Achieving productivity gains requires changing the way people work so they work smarter, achieve more, deliver greater quality and realize the value of their efforts.”
The Road Ahead…
CRM 2011 Twilight – What's New
Microsoft Dynamics CRM 2011 delivers The Power of Productivity through familiar, intelligent and connected experiences for people inside and outside an organization
The focus of CRM 2011
Familiar – natural and personal
Intelligent – insight and actionable
Connected –
collaborative and integrated
CRM 2011 Feature Demonstration
CRM 2011 Twilight – What's New
Lots of Features ...
Business Process Management
• Business org. modeling
• Tree based designer
• Hyperlink support in prompts
• Static & dynamic response types for prompts
• Custom workflow activity
• Import/export process definition
• AppFabric integration
• Interactive workflow
Content Management
• Track changes
• Version control
• Automatic folder creation
• Secure file sharing
• Quick preview
• Simultaneous editing
• Single sign-in
• Text search with documents
User Experience
• Native Outlook search experience
• Column filters
• email template support
• Outlook Social Connector
• Record counts
• Re-occurring meetings
• Meetings bi-directional synch
• Context menus
• Accessibility compliance
• Voice recognition tools support
• Outlook follow-up/reminders
• Outlook categories on CRM records
• Data cleansing enhancements
• Data mapping
Personalization
• Multiple application use/switching
• Intelligent choice controls
• Dynamic forms
• Navigation shortcuts
• Flexible filtering and search
• View selection persistence
• Personalized synch folders
• Personalized reading pane
Customer Care
• Custom activities
• Customer care dashboard
• Case modeling
• KB article customization
• Workload management
• Flexible queues
• Business/contact center goals
• System-wide auditing
Sales
• Quota management
• Team selling capabilities
• Connections
• Custom currency
• Sales dashboard
• Write-in products
• Negative price support
Marketing
• Marketing dashboard
• Dynamic Marketing Lists
• Bulk update
• Rich CRM emails
• Improved Data Import Wizard
Over 500 enhancements
Customization and Extensibility
• Forms designer
• System views
• Visualization Designer
• Customizable dashboards
• “Any to Any” relationships
• Multi-factor authentication
• Interactive override for Field Level Security
• Global Jscript libraries
• HIPAA certifiable
Management and Administration
• Multi-nation setup
• Claims based set-up configuration
• Server admin automation
• Organization management automation
• Simple Internet-facing deployment
• MUI upgrades
• Org. update/upgrade
• Tenant by tenant upgrade migration
• Server farm updates
• Deployment Web-Services
Integration
• Azure Service Bus integration
• Firewall tunneling
• Bulk data load
Solution Management
• Solutions hosting
• Solution lifecycle management
• Managed properties
• Community rankings
• Listings details and management
• Search and navigation
CRM 2011 Twilight – What's New
Outlook Client Reading Panel
Multiple Views Conditional Formatting
Easy to see Tracked record
information
Access to CRM Fields from
Outlook activity records
Charts and Dashboards Dynamic Marketing lists
Feature List Top 10 (ish) demo Navigating records and lists
Role Based Forms
Sub Grids
Connections
Auditing and Security Enhancements
CRM Form enhancements
Ribbon Extensions
Goals
Mobile Express
Upgrading and On-boarding
CRM 2011 Twilight – What's New
Existing Customers Upgrade options exist and reasonably painless in experience to date
Next slides will review options
New Customers 30 day trial for Microsoft Online
Intergen Rapid Results for CRM
Intergen Health check for CRM
Lets meet and discuss requirements
Upgrading and On-boarding
CRM 2011 Twilight – What's New
Windows Server 2008 SP2 or R2 x64
SQL Server 2008 SP1 x64
Outlook Client v4 update release 7 and above for backward compatibility with CRM 2011
Windows 7, Vista or XP
Microsoft Office 2003 (SP3 or later), 2007 or 2010
IE 7 or later
CRM Rollup 7 or later for compatibility with CRM 2011
Software Requirements
CRM 2011 Twilight – What's New
Currently installed Version 3 and want to upgrade to CRM 2011
On Premise Version 4 to CRM 2011 on premise
Microsoft Online Version 4 to CRM 2011 Online (US Only)
On premise Version 4 to Microsoft Online 2011
Upgrade Scenarios
CRM 2011 Twilight – What's New
Online 4 to Online 2011 – Managed by Microsoft
In Place Upgrade – Existing Environment meets minimum requirements. Upgrade applied directly to CRM v4.
Connect to Existing Upgrade – Create new Windows Server 2008 for CRM 2011 and connect to same SQL Instance.
Migration Upgrade – Create new environment for Windows Server and SQL Server and import V4 organisation via deployment manager.
Upgrade Methods
CRM 2011 Twilight – What's New
Upgrade Matrix UPGRADE TO
VERSION 4
MIGRATE TO
VERSION 4
ONLINE
MICROSOFT V4
ONLINE TO
CRM2011 ONLINE
IN PLACE CONNECT TO
EXISTING
MIGRATION
Currently
installed Version
3 and what to
upgrade to CRM
2011
X
X (must meet
minimum SW
specs)
X (SQL server
meets minimum
specs)
X
On Premise
Version 4 to CRM
2011 on premise
X (must meet
minimum SW
specs)
X (SQL server
meets minimum
specs)
X
Microsoft Online
Version 4 to CRM
2011 Online X
On premise
Version 4 to
Microsoft Online
2011
X X
Questions
Thank You
CRM 2011 Twilight – What's New
1. Social Customer Engagement 2. Streamlining Marketing and Sales to drive revenue based outcomes
and a move away from activity based outcomes 3. Greater access to data and metrics at a personal user level 4. Growth of mobile applications and the empowerment of customer
facing employees 5. Growth of SaaS understanding and impact on a business 6. Extending CRM to realise greater ROI across the business 7. Continues alignment of companies and web experience 8. Greater choice demands consistency in approach 9. Customer data management best practice continues to be an issue 10. Repeatability of engagements
Trends for CRM in 2011