Microsoft Dynamics CRM -Meeting the Needs of SMB and the Enterprise

Max FatouretchiPartner Technology Specialist EMEA

Agenda

Microsoft Dynamics CRM in the Market

Implementation Approach & Planning

Microsoft Case Study

Microsoft Dynamics CRM Success Across Segments

Small Businesses

Mid-Market

Enterprises

25%

40%

35%

Microsoft Dynamics CRM in the Enterprise?

No longer targeted to only small and medium size businesses

Gaining market share in larger businesses

Competing with (and winning against) Siebel & SAP

Gartner Point of ViewNew license sales are likely to be accelerating…more than 140% in 2006.

Garnering interest in deployments of more than 500 seats and, in several cases, more than 1,000 seats.

Implementation partners have been touting test environments that demonstrate Microsoft Dynamics CRM scaling to 2,000 users on a single server.

CRM integration with Microsoft Office Outlook, as implemented by Microsoft Dynamics CRM 3.0, can help increase user adoption rates.

Source: Status Report on Microsoft CRM, Brian Prentice, Aug 16th 2006, Gartner

Some customers in the EnterpriseHealth Insurance – 250 user call center

Wealth Management – 1,000 user sales

Real Estate Management – 2,000 user sales & service

Hotel Chain – 5,000 user sales

Retail Bank – 5,000 user sales

Software Manufacturer – 8,000 user service

Where Can CRM Fit in the Enterprise?Departmental installations

Satellite implementation around corporate CRM

Core CRM

Implementation Approach

Deployment Spectrum

DistributioDistributionn

WorkloaWorkloadd

ClientsClients

IntegrationIntegration

TopologyTopology

ModeratModeratee

Mixed Mixed

Cross-SiteCross-Site

Workflow, Workflow, CommonCommon

Outlook Outlook ‘Light’‘Light’

1-way1-way

SimplSimplee

SingleSingle

BasicBasic

WebWeb

NoneNone

NativeNative

ComplexComplex

MobileMobile

OutlooOutlook k

‘Offlin‘Offline’e’2-way2-way

External External

HeavyHeavy

Supporting Small Business

TraitsUsually ‘Simple’ deploymentsLow IT involvementManaged by partner

ConsiderationsDisaster recoveryWorkload

SBS 2003 + DCCRM Small Business Edition

Windows XPOffice 2003Outlook ‘offline’

Supported TopologiesTypical Configurations

1 Box – SBS

2 Box – DC/Exchange, CRM/SQL

4 Box – DC, Exchange, SQL, CRM

5 Box – DC, Exchange, SQL, CRM1, CRM2

Extended Configurations

Mixed-mode Domain (RTM)

Internet-facing (RTM)

High-Availability Configurations

SQL Clustering

Exchange Clustering

Web Farm

CRM Success formula

P * C * V * F > R

Pain

Cause

Vision

First-Step

Resistance

Deploying Microsoft CRM in the EnterpriseWhat’s Different?

Integration is usually a part of the project

Typically longer deployment time frames than smaller businesses

Development of more advanced customizations via SDK

Security model often quite a bit more complex

Multi-Phase ImplementationPlan for a multi-phased implementation

Conference room pilot

Pilot with out of the box configuration

Phase in SDK extensions and integration

Privacy

Auditing/Compliance

Integration

Determine which system owns the data

Avoid dual-ownership

Keep data models in synch where possible

Start early in the projectAlways takes longer than you thinkExpect issues with data mapping between systems

IT ConcernsDon’t underestimate time needed to address concerns from IT

Ensure all corporate guidelines are being addressed

Policies often exist for evaluating packages application in the corporate IT infrastructure

Get IT involved early to avoid surprises late in the project

May need lab deployment to address raised concerns

Microsoft Exchange

May need Microsoft Exchange upgrade

Installation of 3rd party software on Microsoft Exchange often prohibited

Consider a dedicated Microsoft Exchange server for Microsoft Dynamics CRM router

Procedures for monitoring the Sink mailbox needed

Who has access?How often will it be monitored?

Microsoft Outlook Client

Make sure you have an accurate inventory of target machine configurations

Variations in the base configuration can impact ability to install the Microsoft Dynamics CRM Client for Outlook

May need to upgrade desktops/laptops

Plan for software rollout

Automated installation can be difficult

Operations

Don’t forget operational support

Documentation and training needed for operations to understand application

Who do users call with problems?Corporate help desk needs to be aware of the application and know how to handle support calls

User Training

Coordination of training for a global deployment can be tricky

Consider options for trainingWeb-based Regional road showTrain-the-trainer

Can Microsoft Dynamics CRM Handle Your Volume?

Plan for tailored scalability testing

Analyze transaction mix and usage

Model data volumes

Consider true concurrency

Some Scalability Testing ResultsPerformed in our lab in Seattle, WA, USA

Sales transaction profile

12 month project data volume

3,000 concurrent users

> 240,000 HTTP Transactions/hour

< ½ second average HTTP response time

Planning for Scalability

Plan for future volume and understand procedures for swapping out hardware

Scale out where possible

Use 64-bit SQL Server 2005

High performance SAN with fast I/O channel

Use a dedicated SQL Reporting Services/Analysis Services environment

Microsoft Dynamics CRM Center of Excellence

COE StrategyVision:

Microsoft Dynamics CRM Center of Excellence becomes the first & best choice to deliver CRM capabilities for the Microsoft business

Mission:Drive high value, innovative usage of Microsoft Dynamics CRM products & solutions to establish measurable business productivity gains at Microsoft

Objectives:Drive to high client satisfactionDrive to high client satisfactionDevelop showcase scenarios & validate Develop showcase scenarios & validate cost/benefitcost/benefitDetermine viability of a Microsoft Dynamics CRM Determine viability of a Microsoft Dynamics CRM federatedfederated approach in the enterprise approach in the enterprise

COE: Year Over Year GoalsFY06 Theme: Build the Microsoft Dynamics CRM COE Create Microsoft CRM roadmap & architectural blueprint for IT Business

Systems Establish COE processes for IT alignment of all Microsoft CRM projects Standardize Microsoft CRM client engagement model

FY07 Theme: Deliver Microsoft Dynamics CRM capabilities internally Successfully complete key pilot projects (ISCRM, NZCRM, OEMCRM) Drive innovation and evangelize the power and flexibility of Microsoft CRM Increase internal usage to >4000 seats Showcase Titan as an viable internal hosting solution for enterprises like

Microsoft

FY08-FY10 Theme: Deliver on CRM Roadmap & use Microsoft Dynamics CRM as a “Platform” for a Microsoft Sales and Marketing

Develop alignment with enterprise CRM strategy & support user adoption evolution

Develop and implement adoption strategy for all future releases of Microsoft CRM

Migrate previous implementations and shadow apps to new architecture Execute Microsoft CRM integration strategy: Microsoft Office, RTC,

SharePoint, Groove, Speech Server

Federated ModelBest of worlds – Centralized mastering with application flexibility Enterprise view - data master with two-way integration with key fieldsBusiness Agility - provides the business with quick, low cost configurationsSame Application – no custom code. Easy upgrade to new releases.New Thinking – replaces large, expensive centralized applications.

Inside Sales CRM

MS CRM A

MS CRM D

OEM CRM

Customer/Partner Master

MS CRM B

MS CRM C

Account = Organization mastered in MIO

Contact = Individual mastered in MIO

Optys = Optys mastered in Microsoft Dynamics CRM

Simplification vs. FederationSimplification

InitiativePros

• Reduce Applications

• Decrease Data Masters and Data Redundancy

• Standardize Processes – Eliminate Non-Value Add

Work

Microsoft Dynamics

CRM Federation ModelPros

• Allows cheap and flexible application development

• Businesses love this - Time to market sharply

reduced

• Decrease Data Masters and Data Redundancy

• Standardize Processes – Eliminate Non-Value Add

Work

• Save on Tier 1 support costs

• Titan (Microsoft CRM “Live”) – Single application

platform with multiple standalone customizations

Cons

• Possible creation of large, inflexible, enterprise

applications like Siebel

• Expensive to implement and will take a long time

• May push shadow apps under groundCons

• Possible increase in maintenance costs – Upgrades,

patches, hot fixes etc.

• Not truly enterprise-ready

• Worldwide performance unknown

Hosted SolutionsTeams currently use the application for broadly based

processes, not simply traditional sales and marketing functionality. Some examples:

HR Staffing – Microsoft employee recruiting

Digital Media – Selling of 3rd Party digital media rights for Microsoft products such as Windows Media Player

Competitive and Regulatory Affairs – Providing reports to the US Department of Justice to assure that Microsoft is compliant with the decree set by the DOJ regarding anti-monopoly practices

Partner Experience – tracking Partner based escalations and questions regarding the broad mix of Microsoft Partner programs

MSN Operations Workbench – used to track IT services provided by the MSN Operations Team including Capacity Planning

Microsoft DMO – tracking Data Management requests

Microsoft Finance - using to track opportunities to provide financing services to customers who are purchasing Microsoft software.

Internal Client Feedback

Rapid customization capability, including:The Microsoft Business people *love* the customization capabilities.Too many things to list!

Easy to use and deploy out-of-the-box

Integrates with Microsoft Outlook and Microsoft Exchange server

Ability to use in on-line and off-line modes

Ability to scale to larger deployments (>5,000 users) via web load-balancing and SQL clustering

Q&AQ&A

CRM in a Spanish BankCRM in a Spanish Bank

© 2006 Microsoft Corporation. Vse pravice pridržane.