Event Name here

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Market Trends 2007 CRM Software Market, Slovenia
and Europe
Michael Stimson, CRM Business Lead Microsoft
Central Eastern Europe michstim_at_microsoft.com ww
w.microsoft.com/crm
TEAVNOST 200
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Objectives

• Market outlook EMEA and Slovenia
• CRM Trends
• Verticalisation
• Dynamics CRM Looking to the future

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Microsoft Dynamics CRM at a Glance
Microsoft CRMCustomer Growth Worldwide

• Over 10,000 customers
• Over 400,000 users
• Full suite of marketing,sales, and service
• Native Office experience
• Web services architecture
• Fast, flexible, and affordable

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Works the Way You Do!
Track activities with a single click
Share views across your organization
Drive sales, service, and marketing directly
within Outlook
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Gartner CRM Growth in Europe

• CRM software market in Europe grew 9.7 in 2005
• A market value of just more than 1.9 billion
• Hosted CRM market
• an attractive model for many businesses
• for subsidiary businesses of large enterprises
• for small and midsize businesses
• CRM Growth in CEE for 2005 82.9

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Slovenian Market Outlook-2007

• In 2006, sales growth for companies continues to
  exceed expectations
• Over 70 of companies are growing and almost 50
  growing in double digits
• Less than 30 achieved double-digit growth and
  more than one fifth could only manage a stable
  sales performance
• But as competition increases, many firms feel a
  profit squeeze
• Good business result for a mature economy
• For 2007 more companies expect their sales to
  grow and the majority foresee this as
  single-digit growth.

Economist Intelligence Unit survey, 2007
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Key Areas of CRM Focus

• Shift from cost reduction to growth CEOs are
  focused on growth. CRM moves up the list of
  priorities.
• Improve sales marketing effectiveness
• Also customer service to improve retention
• Software-as-a-service Hosting is attractive
  because no software to install and no hardware or
  software to purchase. Larger companies will
  benefit from a hybrid environment.
• Easier for companies to try out CRM
• Verticalization Supporting industry-specific
  business processes
• Office Automation CRM applications with a
  Microsoft Office look and feel have faced high
  demand.
• CRM Analytics Provide business insight for
  employees and management. Imbedding BI in CRM

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CRM as a Business Tool

• CRM and Customer Segmentation are among the top 5
  tools that managers use (based on satisfaction)
• Usage in Europe
• CRM 86
• Segmentation 83
• Satisfaction in Europe
• CRM 3
• Segmentation 5

Bain Company Survey Management Tools and
Trends 2005
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What CRM Applications were Hot in 2006
Source Gartner Dataquest (June 2006)
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CRM Market Drivers Sales

• Small, Focused Implementations limit the
  purchases of a CRM sales suite to those that can
  be implemented within a 12-month period.
• Sales culture focus Not all sales organizations
  are the same. CRM must adapt to match the sales
  culture.
• End-user Adoption How does CRM assist the sales
  person?
• Chemicals/Petroleum, Technology. Telecom.
  Distribution, Utilities, Financial Services,
  Insurance are the top industries looking to
  implement CRM sales functionality
• Proposal generation, sales configuration, lead
  management, and quotation/order management have
  shown to give the greatest ROI

Bain Company Survey Management Tools and
Trends 2005
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CRM Market Drivers Marketing

• Companies look to marketing automation technology
  to add the necessary intelligence to CRM systems
  in order to deliver increased customer value
• Marketers are required to show ROI on their
  marketing spends
• Marketing can show a quick ROI
• Customers require an integrated marketing suite
  linking Sales Marketing

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CRM Market Drivers Service

• Service is emerging as an independent line of
  business.
• Organizations are looking to create long term
  service business relationships with their
  customers.
• Companies are looking for new sources of revenue
• Companies are realizing that service revenue
  offers higher profit margins than product revenue
• Knowledge Management - filtering, alerts and
  agents

Enterprises that have prioritized investments in
customer service and support optimization will
grow their market share 10 to 35 over the
industry average
Service technicians spend up to five times more
time with the customers than sales personnel
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CRM Market Trends Channel Management

• Brand owners seeking to lower channel support
  costs
• Companies looking to expand more aggressively
  into new markets via indirect channels
• Brand owners trying to increase the overall
  revenue that they drive through channel partners
• Brand owners focus on channel loyalty
• Competitive pressure to provide partner
  enablement tools

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ROI TCO

• ROI Two key ROI points to focus on are
• Results/Price ratio or overall value, which
  favors Microsoft,
• Leverage of existing investments the customer
  most likely already owns other pieces of
  Microsoft technology and will be able to leverage
  them further by using Dynamics CRM.
• TCO Microsoft CRM is a less expensive solution
  in terms of license cost, training implementation
  and maintenance.
• The community of certified and capable .NET
  developers is far larger and more price
  competitive than certified Siebel Tools
  consultants. 
• For Microsoft shops, the ability to leverage
  existing investments in the Microsoft stack can
  also be attractive.

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Vertical CRM Spend in Europe
Base European IT-decision makers at large
enterprises (number of respondents varies by
industry)
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Slovenian Vertical Market Sector

• Telecoms and IT sector expecting double-digit
  growth
• Industrial sector expecting strong growth
• Financial, Professional Services, continued
  growth
• Healthcare Pharmaceutical expect a squeeze on
  profits, but not a major problem
• Consumer Goods will struggle

Economist Intelligence Unit survey, 2007
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Dynamics CRM Mobile Express

• Real-Time Connectivity
• Read/write access to CRMfunctionality and
  customizations
• Fully Customizable
• Access all standard and custom entities
• Delivered as permissive shared source code
• Device Independent
• Works with Microsoft Windows Mobile, Palm-powered
  handhelds, RIM Blackberry devices, and other
  devices

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Dynamics CRM Analytics Foundation

• Business Performance Management
• Dashboards and KPIs
• Ad-hoc Reporting Analysis
• Use Excel to drive analysis against OLAP cubes
• Predictive Analytics
• Mine customer information to drive better
  decisions
• Tools and Best Practices
• Accelerate development of custom analytics

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Dynamics CRM Looking Ahead

• Our next major release is code-named Titan, and
  major new capabilities include
• Multi-tenancyto support economical, high-volume
  hosting by partners and by Microsoft
• Multi-language on one server
• Multi-currency on one server
• Lots of other enhancements and improvements

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Start With V3.0 Move Easily To Titan

• The configuration and customization model for CRM
  3.0 is forward compatible with Titan
• What this means is that virtually all development
  you do on v3.0 automatically migrates to Titan
• This includes changes to
• Outlook browser screens (fields, layouts, etc)
• Customer data model changes and extensions
• Business processes and workflow definitions
• Call-outs to external services

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Multilingual User Interface (MUI)Ability to view
Microsoft Dynamics CRM user interface and Help in
different languages within the same installation
User-Specific Regional Format User can select
region-specific date, time, number, and currency
formats
User-Specific UI Help Language User can select
the language of the application UI and Help
documentation
Supports Customizations Administrator can
configure translations of custom entities
Supports Web Outlook Clients MUI features
available in both Web Outlook clients
This is a preliminary document and may be changed
substantially prior to final commercial release
of the software described herein. This Feature
Preview is for informational purposes only.
MICROSOFT MAKES NO WARRANTIES, EXPRESS OR
IMPLIED, AS TO THE INFORMATION IN THIS DOCUMENT.
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Multi-CurrencyAbility to transact in multiple
currencies and report in one common currency
Multi-Currency for Sales Marketing Multiple
currency support for Opportunity, Quote, Order,
Invoice, and Campaigns
Multi-Currency Product Price Lists Create product
price lists in multiple customer currencies
Report in One Common Currency Configurable
exchange rates translate transactional currencies
to common currency for financial reporting
Web-based Administration Configure multi-currency
settings using Microsoft Dynamics CRM Web Client
This is a preliminary document and may be changed
substantially prior to final commercial release
of the software described herein. This Feature
Preview is for informational purposes only.
MICROSOFT MAKES NO WARRANTIES, EXPRESS OR
IMPLIED, AS TO THE INFORMATION IN THIS DOCUMENT.
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