Microsoft Dynamics CRM

2016 Value Proposition

Adhi Firmansyah MBA
08129615544

Amazing momentum!!

2x

>3x

CRMOL revenue

CRMOL YoY
net seat adds

4x
$1M+ deals CRMOL

44

Quarters double digit

growth

Industry recognition
Leaders Quadrant

Gartner Magic Quadrant for Sales Force Automation*

Leaders Quadrant

Gartner Magic Quadrant for the CRM Customer

Engagement Center**

Challengers Quadrant

Gartner Magic Quadrant for Integrated Marketing

Management***

A Leader

Forrester CRM Waves (enterprise & mid-market)****

Enterprise Suite

Midmarket Suite
SMB Suite
Sales Force Automation
**Source:

Source: The

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements
of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular
purpose.

The world is increasingly connected

2.4B

smart devices by 2018

72%

of internet users are now

active on social media

80B

connected, IoT devices

by 2025

68%

of internet users trust

consumer opinions
posted online

65%

IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014
IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015
Jeffbullas.com, 22 Social Media Facts and Statistics You Should Know in 2014, 2014.
Nielsen, Global Trust in Advertising and Brand Messages, 2013
Parature, from Microsoft study

of customers have left a

brand due to bad
customer service

80%

Delivery gap

8%
Companies that
believe they provide a
superior proposition

Companies whose
customers agree

Bain Customer-Led Growth diagnostic questionnaire

Customer
engagement

Personalized | Proactive | Predictive

Productivity

Intelligence

Mobility

Unified Service

Next generation productivity:

Predictive analytics:

Offline mobile:

Self, assisted & field service

Machine learning for intelligent

processes & sentiment analysis
Cross-sell recommendations
Auto-suggest similar cases and
knowledge articles
Intelligent & contextual assistance

Full offline mobile on tablet and

phone
Task-centered mobile apps
Streamlined document viewing and
navigation, deep CRM links
Phase II Cortana integration: view
core deals, accounts & activities

Interactive service hub for tailored

agent experiences
Voice of the customer for multichannel enterprise feedback
Third party access model
Knowledge management in CRM
Field Service with FieldOne

Surface trending documents with

Delve
Excel templates
Document generation capabilities
from CRM Word and Excel
Manage CRM documents across
SharePoint, Office 365 Groups,
OneDrive for Business

Predictive intelligence

Sell smarter with cross-sell recommendations from Cortana Analytics Suite and
trending documents from Delve inside CRM dashboards.

Sales gamification

Have a blast selling with fun and creative sales contests that increase sales
performance, revenue, and user adoption.

Sales productivity

Boost sales productivity with familiar and intuitive Office 365 solutions such as Outlook
across desktop/mobile and Word & Excel templates.

Offline apps

Get work done anywhere, anytime with tablet and smartphone apps that work online
or offline.

Mobile task flows

Complete frequent business processes faster on mobile apps.

Digital personal assistant

Get a complete and personalized overview of daily priorities, including key sales
activities, accounts, and deals embedded in Cortana.

Redesigned Insights UI

Spot customer insight faster with a redesigned UI for customer and people data from
InsideView that help sales reps engage with relevance.

What's new in Service

Interactive Service Hub (n)

This new online UX provides role based scenarios to deliver tailored

application experiences for agents and support team leads.

Knowledge Management (e)

Immersive knowledge experience in CR includes KCS inspired workflows,

versioning, translation support and feedback

Voice of the Customer (n)

Rule-based, multi-channel enterprise feedback management capabilities

embedded into customer engagements.

External Party Access (n)

Foundation to enable CRM to allow external parties to access CRM with the
right level of permissions (e.g. Customer / Partner Portal scenarios).

Service Intelligence (n)

Role tailored service dashboards and predictive service intelligence for

agent assisted engagements.

Field Service (n)

Field Service completes the customer relationship loop by helping field

employees sell to and service their customers.

SMS inbound messaging

Market smarter by integrating SMS marketing in your

multichannel campaigns. Create inbound SMS campaigns
with SMS keywords to get SMS opt-ins.

Database building for opt-in and opt-out

Maintain a database of opt-in and opt-out preferences.

SMS outbound messaging

Send promotional SMS messages to opted-in contacts.

Track SMS campaign performance.

Email marketing enhancements

Engage customers with personalized multichannel

campaigns. Create emails and toggle between WYIWYG
and generated HTML. Use the media library directly from
the HTML code.

Email marketing deliverability

Send high volume email with email deliverability, fault

tolerance, logging and auditing services.

Social Listening & Analytics

Listen and analyze to new source- boards/forums. Define custom

sources via RSS.

Intelligent Social

Role-tailored for Sales to help find leads and understand buzz

around targeted accounts. Automated triage of lead or case
detection, and adaptive sentiment through machine learning.

Social Center

Publish tweets and Facebook posts, including multimedia

content. Look up Twitter author profile information.

Social CRM

Create CRM actions like cases and opportunities from social

posts.

Productivity & Customization

Enable collaboration through group creation and customizable

user roles and -rights.

Sentiment & UI

14 additional UI and sentiment languages.

NOTE:

Why Customer Engagement by Microsoft

Outcome-driven

Adaptive

Intelligent

One Microsoft

User experience with

embedded processes
helps achieve outcomes
based on best practices

One to one customer

engagement with context
across behavior, channel
& department

Personalized, proactive &

predictive customer
experiences built on trust
& knowledge over time

True end to end,

productivity solutions for
customer engagement
across CRM, Office 365 &
PowerBI