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CRM 2011 – What’s New
Steven Foster
May 2011
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




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




            Sales          Customer               Industry      Custom
                                      Marketing
         Productivity        Care                 Solutions   Applications


                        Core CRM       Extended CRM
                             xRM Framework
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




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.”
CRM 2011 Twilight – What's New




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
CRM 2011 Feature Demonstration
CRM 2011 Twilight – What's New                                                                              Over 500
                                                                                                          enhancements


Lots of Features ...                             Personalization
                                                 • Multiple application use/switching
                                                                                        Customization and Extensibility
                                                                                        • Forms designer
 Business Process Management                     • Intelligent choice controls          • System views
 • Business org. modeling                        • Dynamic forms                        • Visualization Designer
 • Tree based designer                           • Navigation shortcuts                 • Customizable dashboards
 • Hyperlink support in prompts                  • Flexible filtering and search        • “Any to Any” relationships
 • Static & dynamic response types for prompts   • View selection persistence           • Multi-factor authentication
 • Custom workflow activity                      • Personalized synch folders           • Interactive override for Field Level Security
 • Import/export process definition              • Personalized reading pane            • Global Jscript libraries
 • AppFabric integration                                                                • HIPAA certifiable
 • Interactive workflow                          Customer Care
                                                 • Custom activities                    Management and Administration
 Content Management                              • Customer care dashboard              • Multi-nation setup
 • Track changes                                 • Case modeling                        • Claims based set-up configuration
 • Version control                               • KB article customization             • Server admin automation
 • Automatic folder creation                     • Workload management                  • Organization management automation
 • Secure file sharing                           • Flexible queues                      • Simple Internet-facing deployment
 • Quick preview                                 • Business/contact center goals        • MUI upgrades
 • Simultaneous editing                          • System-wide auditing                 • Org. update/upgrade
 • Single sign-in                                                                       • Tenant by tenant upgrade migration
 • Text search with documents                    Sales                                  • Server farm updates
                                                 • Quota management                     • Deployment Web-Services
 User Experience                                 • Team selling capabilities
 • Native Outlook search experience              • Connections                          Integration
 • Column filters                                • Custom currency                      • Azure Service Bus integration
 • email template support                        • Sales dashboard                      • Firewall tunneling
 • Outlook Social Connector                      • Write-in products                    • Bulk data load
 • Record counts                                 • Negative price support
 • Re-occurring meetings                                                                Solution Management
 • Meetings bi-directional synch                 Marketing                              • Solutions hosting
 • Context menus                                 • Marketing dashboard                  • Solution lifecycle management
 • Accessibility compliance                      • Dynamic Marketing Lists              • Managed properties
 • Voice recognition tools support               • Bulk update                          • Community rankings
 • Outlook follow-up/reminders                   • Rich CRM emails                      • Listings details and management
 • Outlook categories on CRM records             • Improved Data Import Wizard          • Search and navigation
 • Data cleansing enhancements
 • Data mapping
CRM 2011 Twilight – What's New




Feature List Top 10 (ish) demo
 Outlook Client                    Navigating records and lists
     Reading Panel                 Role Based Forms
     Multiple Views
                                    Sub Grids
     Conditional Formatting
                                    Connections
     Easy to see Tracked record
      information                   Auditing and Security
     Access to CRM Fields from
                                     Enhancements
     Outlook activity records       CRM Form enhancements
 Charts and Dashboards             Ribbon Extensions
 Dynamic Marketing lists           Goals
                                    Mobile Express
Upgrading and On-boarding
CRM 2011 Twilight – What's New




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
CRM 2011 Twilight – What's New




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
CRM 2011 Twilight – What's New




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
CRM 2011 Twilight – What's New




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.
CRM 2011 Twilight – What's New




Upgrade Matrix
                       UPGRADE TO   MIGRATE TO   MICROSOFT V4     IN PLACE        CONNECT TO        MIGRATION
                       VERSION 4    VERSION 4    ONLINE TO                        EXISTING
                                    ONLINE       CRM2011 ONLINE


   Currently
   installed Version
   3 and what to                                                   X (must meet     X (SQL server
   upgrade to CRM           X                                      minimum SW      meets minimum           X
   2011                                                                specs)           specs)


   On Premise
   Version 4 to CRM                                                X (must meet     X (SQL server
   2011 on premise                                                 minimum SW      meets minimum           X
                                                                       specs)           specs)

   Microsoft Online
   Version 4 to CRM
   2011 Online
                                                        X



   On premise
   Version 4 to
   Microsoft Online                     X               X
   2011
Questions
Thank You
Microsoft Dynamics CRM: What's New 2011
CRM 2011 Twilight – What's New




Trends for CRM in 2011
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

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Microsoft Dynamics CRM: What's New 2011

  • 1. CRM 2011 – What’s New Steven Foster May 2011
  • 2. 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.
  • 3. CRM 2011 Twilight – What's New Agenda  Introducing Dynamics CRM (5mins)  Feature Demonstration Top 10 (ish) (30mins)  Upgrading and On-boarding – what you need to know (15mins)  Questions
  • 4. 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 Sales Customer Industry Custom Marketing Productivity Care Solutions Applications Core CRM Extended CRM xRM Framework
  • 5. CRM 2011 Twilight – What's New FORRESTER -Medium “Microsoft Dynamics CRM shines by offering flexibility for large and midsized organisations.” ~ Bill Band
  • 6. CRM 2011 Twilight – What's New 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. CRM 2011 Twilight – What's New 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. CRM 2011 Twilight – What's New Over 500 enhancements Lots of Features ... Personalization • Multiple application use/switching Customization and Extensibility • Forms designer Business Process Management • Intelligent choice controls • System views • Business org. modeling • Dynamic forms • Visualization Designer • Tree based designer • Navigation shortcuts • Customizable dashboards • Hyperlink support in prompts • Flexible filtering and search • “Any to Any” relationships • Static & dynamic response types for prompts • View selection persistence • Multi-factor authentication • Custom workflow activity • Personalized synch folders • Interactive override for Field Level Security • Import/export process definition • Personalized reading pane • Global Jscript libraries • AppFabric integration • HIPAA certifiable • Interactive workflow Customer Care • Custom activities Management and Administration Content Management • Customer care dashboard • Multi-nation setup • Track changes • Case modeling • Claims based set-up configuration • Version control • KB article customization • Server admin automation • Automatic folder creation • Workload management • Organization management automation • Secure file sharing • Flexible queues • Simple Internet-facing deployment • Quick preview • Business/contact center goals • MUI upgrades • Simultaneous editing • System-wide auditing • Org. update/upgrade • Single sign-in • Tenant by tenant upgrade migration • Text search with documents Sales • Server farm updates • Quota management • Deployment Web-Services User Experience • Team selling capabilities • Native Outlook search experience • Connections Integration • Column filters • Custom currency • Azure Service Bus integration • email template support • Sales dashboard • Firewall tunneling • Outlook Social Connector • Write-in products • Bulk data load • Record counts • Negative price support • Re-occurring meetings Solution Management • Meetings bi-directional synch Marketing • Solutions hosting • Context menus • Marketing dashboard • Solution lifecycle management • Accessibility compliance • Dynamic Marketing Lists • Managed properties • Voice recognition tools support • Bulk update • Community rankings • Outlook follow-up/reminders • Rich CRM emails • Listings details and management • Outlook categories on CRM records • Improved Data Import Wizard • Search and navigation • Data cleansing enhancements • Data mapping
  • 10. CRM 2011 Twilight – What's New Feature List Top 10 (ish) demo  Outlook Client  Navigating records and lists  Reading Panel  Role Based Forms  Multiple Views  Sub Grids  Conditional Formatting  Connections  Easy to see Tracked record information  Auditing and Security  Access to CRM Fields from Enhancements Outlook activity records  CRM Form enhancements  Charts and Dashboards  Ribbon Extensions  Dynamic Marketing lists  Goals  Mobile Express
  • 12. CRM 2011 Twilight – What's New 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. CRM 2011 Twilight – What's New 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. CRM 2011 Twilight – What's New 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. CRM 2011 Twilight – What's New 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. CRM 2011 Twilight – What's New Upgrade Matrix UPGRADE TO MIGRATE TO MICROSOFT V4 IN PLACE CONNECT TO MIGRATION VERSION 4 VERSION 4 ONLINE TO EXISTING ONLINE CRM2011 ONLINE Currently installed Version 3 and what to X (must meet X (SQL server upgrade to CRM X minimum SW meets minimum X 2011 specs) specs) On Premise Version 4 to CRM X (must meet X (SQL server 2011 on premise minimum SW meets minimum X specs) specs) Microsoft Online Version 4 to CRM 2011 Online X On premise Version 4 to Microsoft Online X X 2011
  • 20. CRM 2011 Twilight – What's New Trends for CRM in 2011 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