Developing ISV applications using Microsoft Dynamics CRM

Transcription

1 Developing ISV applications using Microsoft Dynamics CRM Fukiat Julnual Partner Technology Specialist Microsoft (Thailand) Limited

2 Agenda What s Microsoft Dynamics CRM 4.0 Partner Opportunity CRM Components Underlying Architecture Resources Q&A

3 Microsoft Technology Platforms & Services Division Business Division Entertainment & Devices Division

4 Microsoft Dynamics Microsoft Dynamics AX Microsoft Dynamics GP Microsoft Dynamics NAV Microsoft Dynamics SL Broad business management suites including financial management, supply chain management and customer relationship management functionality A complete CRM suite including sales force automation, marketing and service management Small business financial management Retail management and point of sale Integrated contact management, accounting and online services packaged with Microsoft Office

5 Microsoft s Vision for CRM Works the way you do Deliver an easier and more natural user experience Works the way your business does Deliver highly configurable workflow and analytics Works the way technology should Deliver a flexible platform that simplifies integration

6 Magic Quadrant Magic Quadrant for Sales Force Automation Robert P. Desisto, Gartner, Inc. July 15, 2008 Magic Quadrant for CRM Customer Service Contact Centers, 2008 Michael Maoz, Gartner, Inc. March 19, 2008 The Magic Quadrant is copyrighted March 19 and July 15, 2008, respectively by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The Magic Quadrant graphic was published by Gartner, Inc., as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Microsoft.

7 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

8 Microsoft Dynamics CRM: Global Customer Base Small Businesses Mid-size Companies Large Enterprises

9 **Billions of US$ Sources: *Gartner Dataquest 2006, **Forrester Research, 2007 Truly a Software Plus Service Opportunity $40 $30 $20 $10 $7.2 $28.3 $31.0 $33.8 $8.0 $8.8 $9.7 $36.8 CRM subscription revenue projected to grow to 22% of total CRM software revenue by 2010* $ CRM Software CRM Services Power of Choice enables our partners to take advantage of all CRM growth areas

10 Why Are Customers Buying CRM? Gartner 2007 CRM User Survey Question: What are the three main drivers for your CRM initiative? Key drivers for deploying CRM have changed. Today it s about improving service and customer loyalty. Source: 2007 Gartner User Survey Analysis, North America

11 Why Are Customers Buying Microsoft 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

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

13 Viewing the Customer through Microsoft Dynamics CRM Microsoft Dynamics CRM Modules 13 of 20

14 Fast, Productive Sales Management Familiar interface drives user adoption and increased productivity Workflow-driven sales processes ensure consistency and efficiency Full spectrum of sales intelligence capabilities provides insight and accurate forecasts

15 Microsoft Dynamics CRM Architecture The Microsoft Dynamics CRM Server architecture can be divided into the following conceptual layers: Presentation Application Platform Database 15 of 26

16 Microsoft Dynamics CRM Server Microsoft Dynamics CRM Server integrates with the following technologies: Microsoft Windows Server 2003, 2008 Microsoft Active Directory Microsoft Small Business Server 2003 R2 Microsoft SQL Server 2005 SQL Reporting Services 2005 Microsoft Exchange Server 2003, of 27

17 Component Architecture

18 Microsoft Dynamics CRM Clients A common user interface ISV s and implementers can customize the UI once and the changes are automatically available to any client 18 of 27

19 Customization Methodology Levels of Customizations CRM customizations can be considered a continuum of enhancements from Simple to Complex Business Requirements should drive changes Using an ice cream analogy, balance an out-of-the-box deployment (vanilla) versus Everything for everyone (Rocky Road) Out of the Box Customizing Forms and Views Customizing Schema & Reports Application Event Programming SDK &.NET Extensions Advanced ISV Customizations Simple Complex Vanilla French Vanilla Cookie Dough Chocolate Chip Cherries Jubilee Rocky Road

20 UI Customization The basic customization tools can be found in the Settings > Customization area of the Navigation pane. The customization tools described in this training are included in the Customize Entities group.

21 Customizations Customizing Forms Forms are used for entering data for a given entity. Form customizations typically include: Modify an existing form to add new tabs, sections, and fields. Re-arrange each of these items to simplify the way users view and enter data. Remove any of these items. Modify field properties such as labels and layout options.

22 Entity Relationships Supported relationships: 1:N System to Custom 1:N Custom to System 1:N Custom to Activity/Note 1:N Custom to Custom Self-Referential N:N System to System

23 Patients and Contacts Capture Patients, Staff, and Other Contact Profile Data in a Central Repository

24 Integration of SaaS application Seamless integration of Microsoft Virtual Earth

25 Extensibility with Plug-Ins or WWF

26 Accelerators for Microsoft Dynamics CRM What are Accelerators? Add-on modules that deliver extended capability to CRM 4.0 Each module may consist of What Accelerators Do for Partners and Customers Data configurations: Entities, Forms, and Views Workflow configurations BI elements such as custom reports Full source code samples (strictly adhering to SDK guidelines) Documentation for installation, operation, localization, and extending the solution Realize the benefits of CRM as a solution platform Deliver the killer demo or POC and shorten the sales cycle Demonstrate value more quickly with out-of-the-box functionality Reinforce Microsoft s commitment to customer and partner success by delivering innovation between major releases of Microsoft Dynamics CRM

27 Accelerators for Microsoft Dynamics CRM Analytics eservice Event Management Enterprise Search Sales Methodologies Extended Sales Forecasting CRM Notifications Business Productivity

28 Analytics WHAT IS IT? Extended BI for Microsoft Dynamics CRM 4.0 Delivers sales, service and operations dashboards ALLOWS USERS TO View rich scorecards through SSRS, SharePoint and PerformancePoint Server Browse pre-built OLAP cubes for deeper analysis PARTNER BENEFITS Drive business insights to generate new services revenue Deliver that compelling BI demo Use as tie-breaker in competitive situations

29 Screenshot slide(s)

30 Screenshot slide(s)

31 eservice WHAT IS IT? A configurable self-service portal for enhanced customer service through Microsoft Dynamics CRM 4.0 ALLOWS USERS TO Edit their profile View, raise, close and re-open cases Search the Knowledge Base Schedule services PARTNER BENEFITS Open Microsoft Dynamics CRM 4.0 as a multi-channel solution

32 Performance and Scalability Scale flexibly and efficiently across local or global enterprise deployments Performance and Scalability Components Service grid architecture Deployment choice WAN performance optimization Load balance clustering Web farm clustering Exchange clustering SQL Server clustering SQL mirroring Microsoft Advantage Tested to 24,000 concurrent users with sub second response Tested to 1 billion database records with sub second response Tested to deliver WAN bandwidth improvements of up to 94%

33 Licensing Microsoft Dynamics CRM Deployment Options Licensing Models Sample SKUs On-Premise On Demand Partner-Hosted Volume Licensing Business Ready Licensing (BRL) Services Provider Licensing (SPLA) User CALs Device CALs Full CALs Limited Use CALs Service Provider Edition SALs On Demand CRM Online CRM Online Professional SALs Professional Plus SALs Because one size fits all doesn t apply to your customers Choice in licensing frameworks helps you win different types of deals

34 Partner Services Opportunity 50 seat opportunity Business Strategy Solution Planning Hardware Setup S/W Install Process Modeling Data Modeling Integrate Apps Change Mgmt Training 8 days 3 days 2 days 1 day 5 days 5 days 15 days 5 days 5 days $ /hr $ /hr $95 135/hr $95 135/hr $ /hr $ /hr $ /hr $ /hr $ /hr Partner services revenue: On-Premise CRM: Hosted CRM: 49 days (average) 46 days (approximate)

35 Microsoft Dynamics CRM Resources Microsoft Dynamics CRM 4.0 Virtual Machine This demonstration also contains Microsoft SQL Server 2005, Microsoft Visual Studio 2005, Microsoft Office Communications Server and client, Microsoft SharePoint services, and Microsoft PerformancePoint Server Full details about the image are included in the virtual machine itself. Microsoft Dynamics CRM 4.0 Software Development Kit (SDK) FAF9-41E0-8EC1-A2662AAE9DFB&displaylang=en Developer Ramp up Kit for Microsoft Dynamics CRM

36 Developer Ramp up Kit for Microsoft Dynamics CRM This kit is for.net based developers who want to ramp up and build on top of the Microsoft Dynamics CRM platform. Microsoft Dynamics CRM 4.0 uses familiar components such as Web Service endpoints, Windows Workflow Foundation, SSRS reporting, and more; making it a general purpose platform for any line-of-business applications. Developers can use their existing.net skills to take advantage of various features of the Microsoft Dynamics CRM platform. This kit drills into the details of such development and explains how developers can connect, extend, and embed with the Microsoft Dynamics CRM platform. It includes presentations, hands-on labs and a VPC environment for practicing. This content was delivered earlier as part of the Metro Early Adopter initiative and the video recordings of the ramp-up presentations are included as well.

37 Books Programming Microsoft Dynamics CRM 4.0 Working with Microsoft Dynamics(TM) CRM 4.0

38 Next Steps You Can Take Become a Microsoft Partner Get MBS Certified Enroll in CSA Program Learn more about Dynamics CRM Value-Added Reseller Become a Microsoft Partner Get MBS Certified Enroll in CSA Program Learn more about Dynamics CRM Profile yourself in Partner Solution Profiler System Integrator Become a Microsoft Partner Get MBS Certified Learn more about Dynamics CRM Profile yourself in Partner Solution Profiler Introduce yourself to a Developer Evangelist Independent Software Vendor Become a Microsoft Partner Get MBS certification or partner for it Enroll in SPLA Learn more about Dynamics CRM List yourself on the Communications Sector CRM page Profile yourself in Partner Solution Profiler Introduce yourself to your Hosting Solution Specialist Service Provider Become a Microsoft Partner Learn more about Dynamics CRM Profile yourself in Partner Solution Profiler System Builder Become a Microsoft Partner Learn more about Dynamics CRM Profile yourself in Partner Solution Profiler Small Business Specialist

39 Useful Links and Resources Learn more about building your business on the Microsoft Dynamics platform Microsoft Dynamics CRM Developer Center Use Microsoft Dynamics CRM within your own organization: w/ Get your solution Certified for Microsoft Dynamics

40 Questions and Answers

41 ขอบค ณคร บ ฟ เก ยรต จ ลนวล Partner Technology Specialist - Microsoft Dynamics Microsoft (Thailand) Limited

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