Microsoft Dynamics CRM Enterprise SummitMAXF-CRM.ppt

Microsoft Dynamics CRM Enterprise SummitMAXF-CRM.ppt

1. Microsoft Dynamics CRM -
Meeting the Needs of SMB
and the Enterprise
Max Fatouretchi
Partner Technology Specialist EMEA

2. Agenda
Microsoft Dynamics CRM in the
Market
Implementation Approach &
Planning
Microsoft Case Study

3. Microsoft Dynamics CRM Success
Across Segments
Small Businesses
Mid-Market
Enterprises
25%
40%
35%

4. 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

5. Gartner Point of View
New 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

6. Some customers in the
Enterprise
Health 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

7. Where Can CRM Fit in the
Enterprise?
Departmental installations
Satellite implementation around
corporate CRM
Core CRM

8. Implementation Approach

9. Deployment Spectrum
DistributionDistribution
WorkloaWorkloa
dd
ClientsClients
IntegrationIntegration
TopologyTopology
ModeratModerat
ee
Mixed Mixed
Cross-SiteCross-Site
Workflow, Workflow,
CommonCommon
Outlook Outlook
‘Light’‘Light’
1-way1-way
SimpleSimple
SingleSingle
BasicBasic
WebWeb
NoneNone
NativeNative
ComplexComplex
MobileMobile
OutlooOutloo
k k
‘Offline’‘Offline’
2-way2-way
External External
HeavyHeavy

10. Supporting Small Business
Traits
Usually ‘Simple’
deployments
Low IT
involvement
Managed by
partner
Considerations
Disaster recovery
Workload
SBS 2003 + DC
CRM Small Business
Edition
Windows XP
Office 2003
Outlook ‘offline’

11. Supported Topologies
Typical 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

12. CRM Success formula
P * C * V * F > R
Pain
Cause
Vision
First-Step
Resistance

13. Deploying Microsoft CRM in
the Enterprise
What’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

14. Multi-Phase Implementation
Plan for a multi-phased implementation
Conference room pilot
Pilot with out of the box configuration
Phase in SDK extensions and integration
Privacy
Auditing/Compliance

15. Integration
Determine which system owns the data
Avoid dual-ownership
Keep data models in synch where
possible
Start early in the project
Always takes longer than you think
Expect issues with data mapping between
systems

16. IT Concerns
Don’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

17. Microsoft Exchange
May need Microsoft Exchange upgrade
Installation of 3
rd
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?

18. 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

19. 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

20. User Training
Coordination of training for a
global deployment can be tricky
Consider options for training
Web-based
Regional road show
Train-the-trainer

21. Can Microsoft Dynamics CRM
Handle Your Volume?
Plan for tailored scalability testing
Analyze transaction mix and usage
Model data volumes
Consider true concurrency

22. Some Scalability Testing
Results
Performed 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

23. 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

24. Microsoft Dynamics
CRM
Center of Excellence

25. COE Strategy
Vision:
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 satisfaction
Develop showcase scenarios & validate cost/benefitDevelop showcase scenarios & validate cost/benefit
Determine viability of a Microsoft Dynamics CRM Determine viability of a Microsoft Dynamics CRM
federatedfederated approach in the enterprise approach in the enterprise

26. COE: Year Over Year Goals
FY06 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

27. Federated Model
Best of worlds – Centralized
mastering with application
flexibility
Enterprise view - data master
with two-way integration with key
fields
Business Agility - provides the
business with quick, low cost
configurations
Same 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

28. Simplification vs. Federation
Simplification Initiative
Pros
•
Reduce Applications
•
Decrease Data Masters and Data Redundancy
•
Standardize Processes – Eliminate Non-Value Add
Work
Microsoft Dynamics CRM
Federation Model
Pros
•
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 ground
Cons
•
Possible increase in maintenance costs – Upgrades,
patches, hot fixes etc.
•
Not truly enterprise-ready
•
Worldwide performance unknown

29. Hosted Solutions
Teams 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.

30. 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

31. Q&AQ&A

32. CRM in a Spanish BankCRM in a Spanish Bank

33. © 2006 Microsoft Corporation. Vse pravice pridržane.