A sneak preview of the busy road ahead for Microsoft Dynamics CRM, with eight new releases scheduled for 2014 alone.
Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
2. PRESENTERS - THE TEAM
Steve Foster
CRM Product and Marketing
Manager
15+ years CRM experience
CRM Evangelist
Microsoft CRM MVP &
Microsoft Partner seller
@FozzyNZ
www.nakedcrm.com
Dylan Haskins
CRM Solution Architect
15+ years CRM experience
CRM Technical God
Microsoft CRM MVP &
Microsoft Partner seller
@thexrmguru
www.thexrmguru.com
3. Our Agenda
Intergen’s CRM Year
CRM Roadmap and what’s next
CRM 2013/2015 Demo
Questions
4. Intergen’s CRM Year
A rollercoaster of projects
Dynamics CRM Scale: 5+ new consultants added to the team
New Customers: 30+ new CRM customers
CRM Engagements: 130+ CRM Project Engagements at varying levels across 79 Customers
Largest Deployment since last Dynamics Day: 300+ Seats
Number of CRM MVPs: 2, that is 2 of the 64 worldwide CRM MVPs, a great achievement
Top Industries by Activity: Professional Services, Education, Retail, Financial and Insurance
CRM Online and Hosted: This year has seen a rise in uptake of CRM online, with a high proportion of
customers moving or evaluating the fit.
New Partner Add-ons: Resco Mobile
Partner Accolade's: Top 5 ClickDimensions Global Partner, Fozzy recently presented at the Idea Global
Conference attended by 1700 people
Microsoft Activity: Continue to innovate with the Dynamics CRM team within our Seattle office
CRM Track – CRM Roadmap | 4
10. Customer Care : A Big Step Forward….
Channel Expansion Core Service Customers Value
Mobile
Case updates on
MOCA
infrastructure
Unified Service
Desk
Agent desktop for
integrating
different channels
and applications
Email
Enhancements
Automatic
conversion of
email to case
Case
Management
State of art case
management ,
parent-child,
merge
Queuing
Public & Private
Queues and
Routing rules
Ability to set up
different customer
service schedules
by geo
Entitlements
Ability to define
entitlements by
channel, product
Service Level
Agreements
Flexible tracking
service For
different KPIs
CRM Track – CRM Roadmap | 10
11. GENERAL SOCIAL LISTENING AVAILABILITY
MSL: mockup, not necessarily what will ship!
MSL: mockup, not necessarily what will ship!
12. Mobility Story Advancement - Leo
Far East Android Compatibility Re-configure
84%of organizations
have remote workers 95%of Fortune 500
companies will deploy mobile
applications soon
Always on --
Consumers use
an average of 4
devices every day
17. Lots of new features …
Hierarchies Calculated Fields Rollup Fields
Branching
Business
Processes
Server Side
Business Rules
Global Search
Navigation bar
Search
Product
Attributes,
Families, Versions
Product
Suggestions
Field Level
Security on
System Fields
Offline Mobile
(draft state)
Hierarchical
Security
Enhanced SLAs
Pause and
Resume
Enhanced Data
Sync with
Outlook
Outlook
Configuration
Wizard update
Mobile Client
Draft Mode
CRM Track – CRM Roadmap | 17
20. Microsoft Social Listening
Social Engagement vs Social Listening
Microsoft Social Listening
Social CRM
Multiple Languages
Sentiment Analysis
Multiple Sources
Trends
Spring Wave - Listen
Brand awareness
Competitor noise
Monitor Influencers,
Advocates and
Detractors
Fall Wave - Engage
Track in CRM
Social Customer
Care
Task Management
CRM Track – CRM Roadmap | 20
24. Thank You
Steve Foster
CRM Product and Marketing
Manager
Steven.Foster@intergen.co.nz
@FozzyNZ
www.nakedcrm.com
Dylan Haskins
CRM Solution Architect
Dylan.Haskins@intergen.co.nz
@thexrmguru
www.thexrmguru.com
Hinweis der Redaktion
NZCT
Top10
Rural
User Friendly Computing
Farmlands
Vicuni
Watercare labs
Marley
SH
Reaa
Hirepool
Torpedo 7
Diners
Godfreys
2degrees
Adept
AIA
Bakers Delight
Construction Marketing Services
Fairway Resolutions
Kiwbank
LeVa
Lincoln
Messenger Services
New Zealand Light Leathers
NZ Lotteries
O Briens
Payglobal
Southern Primary Health
AB Equipment
Rsl
Queensland
Bauer
Guide dogs
Gumala Aboriginal Corporation (CRM integration)
MFAA
Obriens
Stephanus / Dylan
Stephanus / Dylan
Demo
Global Search – search for adventure
Hierarchies – only display in view if hierarchy exists – can only have one hierarchical relationship i.e. sub accounts, only show 4 fields, only shows referential so account to account not account to contact say. On roadmap.
Show A. Datum
Show Contact reports to Steven Foster at alpine lodge
Branching Processes – use Opportunity Sales Process Branching, set purchase timeframe to This Year. Incubation stage when long running process
Use Bar Redesign and change purchase timeframe
Calculated Fields – Done in the same way as roll up fields as a field type
Created a new field Forecast value on Opportunity
Update estimated revenue or probability – Prob * Estimated revenue = Forecast Value
Open Bar redesign and update estimated revenue or prob (alpine Lodge)
Need to save record for it to be updated
Roll-ups – new field type of rollup, allows you to define the relationship and field to sum or count based on type of field
Use Alpine lodge, first column displays rollups
Product attributes – Select Against Office 365 Opportunity – new product Office for small business
SLA timers