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
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