CRM And Mobility. Christian Pedersen Senior Director, Dynamics CRM Microsoft Corporation

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1 CRM And Mobility Christian Pedersen Senior Director, Dynamics CRM Microsoft Corporation

2 Microsoft Dynamics CRM At A Glance Over 15,500 customers from small to enterprise Over 750,000 users in more than 80 countries Global network of software and services partners Fast, flexible, and affordable Full CRM suite of marketing, sales, and service Native Office experience for rapid adoption Multi-language with more than 25 languages Advanced SOA/Web services architecture

3 FY07 FY11 CAGR Market Size By Functionality Area Core CRM is a $11B category today growing at 8% SaaS forecasted to grow from 11% to 23% of revenue $7 B $6 B $5 B $4 B $3 B $2 B $1 B - WW CRM Application Revenue $6.4 B 10% 8% $4.7 B $4.8 B 7% $3.4 B $3.4 B $2.3 B Sales Automation Customer Service Marketing Automation % 9% 6% 3% 0% Source: IDC WW CRM Forecast, 2007

4 CRM Drivers In The Market 80%+ of customers cite the following reasons for implementing CRM Expand business through new customer acquisitions Expand business by increasing engagements with existing customers Improve customer service and minimize customer turnover Streamline business operations and processes Reduce costs Eliminate risks for my business Key drivers for deploying CRM are identical regardless of on premise or SaaS deployments Source: Microsoft Research, March 2008

5 Mobility s Importance For CRM Adoption accelerating faster than expected 60% of all CRM deployments involve considerations around mobility Include mobile workers more direct in workflow and collaboration Mobile device may be primary or only access method Keep it simple simple activities, lookups and follow-ups Bells and whistles tend to slow down deployment/adoption Use composite approach for simple benefits, e.g. links to mapping Support multiple devices for user adoption

6 CRM Importance For Mobility Current & Future Mobile LOB Usage CRM/Sales Force Automation 16% 47% Time and expense management 17% 45% Evaluation, checklists, or inspections 14% 40% Sales/Customer order entry and tracking 14% 39% Financial/KPI status reports Service/Work order requests and tracking 16% 14% 37% 36% Inventory tracking and update 13% 35% eprocurement (electronic signature/approval) Supply chain management 10% 9% 24% 32% Currently Used Future Usage Delivery/Pick up route management 9% 24% Source: Microsoft Research, August 2008

7 Customer Satisfaction & Retention Are Key Effectively managing the customer lifecycle from marketing to sales to service is critical to every company s profitability and growth. companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile. - Harvard Business Review, March 2007

8 Why Are Customers Buying Dynamics CRM? Fits Their People The right user experience for every user role Fits Their Business Configures quickly to meet their specific needs Fits Their Environment Deploys quickly and integrates existing assets

9 Microsoft Dynamics CRM Full CRM suite capabilities and application flexibility Interactions Marketing Sales Service xrm Business Process SOA Flexible Deployment

10 Strong Momentum With Customers If you know how to use any of Microsoft s desktop tools, you know how to use Microsoft s CRM product. - AMR Research, November 2007 Buyers also like Microsoft Dynamics CRM s usability and its quick time-to-value compared with traditional CRM applications. - Forrester Research, February 2007

11 xrm Characteristics Relationships and interactions Organizations with deliberate approach to managing relationships and interaction with individuals, teams and organizations Business Process Driven Simple and agile workflow definitions assist individuals, teams and organizations in driving consistent and efficient execution across business units and systems Collaborative Enables teams to work with others. inside and outside the organization to help maximize business

12 Evolving Usage Patterns Microsoft Dynamics CRM offers a flexible business management platform that can be used to build applications far beyond CRM Dynamics CRM is the chosen platform for the USDA s Lean TMT is a fantastic tool built on Dynamics CRM. Six Sigma next generation of application services. It has CRM does much, much more. It just happens to do significantly reduced the need for excessive application Task Management very well because of the built in development by at least 60% in contractor support. Its very workflow, security model, and Outlook ease of use. cost effective due to its reuse for all the specific applications It will increase productivity by 2 hours per Action we have planned beginning with Grants Management and Officer per day saving our Command $60M per year Conservation Management " in ROI - Chris Christopherson, CIO & CFO, - Col. Steven Spano, USAFE CIO, March 2007 US Dept of Agriculture, June 2007

13 What We Hear Please ensure that you align with your management tools and security models. With Microsoft Dynamics CRM already working 100% with the Microsoft platform and security models it would be a perfect fit for our Microsoft infrastructure if this was extended on to the mobile device We want to consider our mobile users in the exact same way as we consider users with other types of access. it is simply an additional user experience We would love to be able to offer an alternative to Blackberry to our users providing them more influence on device choice

14 Direction For Mobile CRM Experiences Consider Mobile Devices as other devices on network. Configure, customize and develop applications once Utilize Single Meta Data Store Enable mobility for all applications built via xrm Rich BlackBerry Thin HTML 4 Rich Windows Mobile

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16 Dynamics CRM And Mobility Barry Givens Senior Product Planner Microsoft Dynamics CRM

17 Multiple Partner Business Models VARs add value to hardware and software products by providing consulting, customization, development, integration and support services SIs create customized solutions by integrating disparate systems and technologies. SIs typically have functional and domain expertise ISVs develop unique intellectual property that they package in a custom application and repeatedly sell to specific industry verticals or customers Value-Added Reseller System Integrator Independent Software Vendor Service Providers offer infrastructure and/or application hosting and other services to customers System Builders specialize in assembling complete computer systems based on components from multiple vendors Small Business Specialists have expertise in marketing, selling, planning and implementing solutions for small businesses Service Provider System Builder Small Business Specialist

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