CRM 2011 What s New. Steven Foster May 2011

Transcription

1 CRM 2011 What s New Steven Foster May 2011

2 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.

3 Agenda Introducing Dynamics CRM (5mins) Feature Demonstration Top 10 (ish) (30mins) Upgrading and On-boarding what you need to know (15mins) Questions

4 Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems Sales Productivity Customer Care Marketing Industry Solutions Custom Applications Core CRM xrm Framework Extended CRM

5 FORRESTER -Medium Microsoft Dynamics CRM shines by offering flexibility for large and midsized organisations. ~ Bill Band

6 The Road Ahead 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.

7 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 organization Familiar natural and personal Intelligent insight and actionable Connected collaborative and integrated

8 CRM 2011 Feature Demonstration

9 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 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 s 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

10 Feature List Top 10 (ish) demo 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 Navigating records and lists Role Based Forms Sub Grids Connections Auditing and Security Enhancements CRM Form enhancements Ribbon Extensions Goals Mobile Express

11 Upgrading and On-boarding

12 Upgrading and On-boarding 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

13 Software Requirements 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

14 Upgrade Scenarios 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

15 Upgrade Methods 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.

16 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

17 Questions

18 Thank You

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20 Trends for CRM in 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