1. Analytics
MICROSOFT DYNAMICS CRM ACCELERATOR
Gain a 360-degree view of your customers and build Microsoft Dynamics CRM
stronger relationships with every interaction Accelerators
Turn your customer data into actionable insight with reporting, analytics, and visualizations Accelerate your people
that are easy to use. The Analytics CRM Accelerator for Microsoft Dynamics® CRM business with new and
software provides companies with a full-featured analytics platform that spans marketing, enhanced capabilities
sales, and customer service, helping people to improve customer satisfaction, gain customer
loyalty, and increase profitability with every interaction. Built on Microsoft SQL Server® and
Accelerate your business
utilizing SQL Server analytics and reporting, Microsoft Dynamics CRM enables customers to
create, tune, and configure their analytics solutions using existing resources. with solutions that
meet your needs
Accelerate your environment
with rapid deployment and
seamless integration
Microsoft Dynamics CRM
Analytics help you make
the most of your
valuable data by
delivering it to end users
in a way that’s easy for
them to use
Analytics for marketing, sales, and customer service
Microsoft Dynamics CRM analytics provide your people with business intelligence that’s built
into the context of the work they do every day.
 Enable your marketing people to make better decisions with access to deep
customer segmentation and campaign performance metrics.
 Enable your sales people to accurately forecast and drive revenue, so that you can
improve the bottom line.
 Give service personnel fast access to customer data so that they can provide
superior service and improve the customer experience.

2. Microsoft Marketing Analytics
Dynamics CRM Demonstrate Return on Investment (ROI):
Closely monitor marketing performance so
Accelerators you can adjust your strategy accordingly.
Optimize Your Marketing Spend
Identify underperforming campaigns in real
Microsoft Dynamics CRM time and optimize resource allocation.
Accelerators broaden the
Facilitate Team Collaboration
value of Microsoft Drive team collaboration around common
Dynamics CRM by goals with real-time communications.
seamlessly providing Deliver Marketing Insight to Desktops
Keep your marketing people informed and Deliver customer segmentation and campaign
additional features and up-to-date with dashboard views of metrics analysis to your marketing professionals so they
capabilities at no and key performance indicators (KPIs). can optimize campaign performance
extra cost. Build Customer Loyalty
Build more effective customer reward and retention programs based on deep customer
segmentation and analytics.
Improve Response and Conversion Rates
Direct your resources at those targets most likely to respond and convert with insight into
pipeline characteristics and customer buying patterns.
Sales Analytics
Improve Sales Revenue
Monitor the ongoing performance of sales
and help drive effective decision making.
Drive Personal Productivity
Focus sales talent at each stage of the sales
process and employ proven techniques.
Increase Close Rates
Identify and implement best practices that
foster consistency and improve execution.
Develop Accurate Forecasts
Mitigate risk by gaining early and accurate Give your sales people access to accurate
insight into projected sales performance so forecasts and pipeline analytics so they can
that you can make better-informed improve sales revenue
strategic decisions.
Shorten Sales Cycle Times
Eliminate wasted time by providing sales reps with full visibility into the sales process with
easy-to-use sales dashboards, scorecards, and performance indicators.
Expand Deal Size
Make it easy for your sales people to find and apply individually-tailored cross-sell and up-sell
opportunities to your customers with embedded sales guidance.

3. The Microsoft Dynamics
Customer Service Analytics CRM Analytics
Drive Customer Satisfaction Accelerator includes:
Closely monitor customer service and
support processes with a simple scorecard
view that makes it easy to identify and
Sales, service, and
mitigate issues proactively. operations dashboards
Contain Customer Service Costs
Microsoft Office
More easily identify and prioritize cost-
saving opportunities so you can take PerformancePoint® Server
effective action and improve the efficiency 2007 scorecards
of customer service over time.
Identify issues to optimize your service
Generate Revenue performance and improve customer satisfaction
Additional ready-to-use
Provide customer service reps with with service analytics, dashboards, and KPIs CRM reports
embedded cross-sell offers that are tailored
to the needs and preferences of individual customers. Key performance indicator
Streamline Case Resolution (KPI) monitoring
Proactively educate service staff on how to address top issues by identifying the most
common service requests and continually updating your knowledge base. Predictive analytics
Increase Call Center Efficiency
Use in-depth analytics to monitor your service processes and identify top opportunities to
improve the efficiency of your call centers.
Improve Service Rep Productivity
Improve average speed of answer (ASA), average handle time (AHT), first call resolution
(FCR), and ultimately customer satisfaction (CSAT) by monitoring service processes so you can
continually refine them over time.
Embedded Analytics
Put predictive analytics and dashboards where your users can see and use them on a regular
basis. Give your people access to contextual insight so they can make better informed
decisions that positively impact the bottom line.
Embedded analytics in Microsoft Dynamics CRM put relevant insight into the hands of end
users when and where they need it

4. PERFORMANCE MANAGEMENT
Provide dynamic visibility into business performance, key metrics, and financial forecasts to
people across your organization so they can identify opportunities to improve the way you do
business. Microsoft Dynamics CRM gives you real-time insight into business performance so you
can drive continual improvement across the organization.
REPORTING
Empower end users to access and share customer information promptly and easily so they can
make better-informed decisions and find creative ways to improve the business. Microsoft
Dynamics CRM gives your people access to a wide range of reports out of the box, as well as
wizard-based tools that let them create and share reports quickly and easily.
DRILL-DOWN ANALYSIS
Let your people dig into the data and find the information they need to achieve excellence in
marketing, sales, and service. Microsoft Dynamics CRM gives you the tools you need to segment
customers, forecast sales, and discover hidden buying trends using familiar analytic tools, such
as Microsoft Office Excel® 2007 spreadsheet software and online analytic processing (OLAP).
PREDICTIVE GUIDANCE
Analyze trends and predict customer behavior with predictive analytics, data mining, and
advanced algorithms so you can make the right offer at the right time. Microsoft Dynamics CRM
is built on the SQL Server Analysis Services giving you native integration with a fully-featured
analytic platform and tool set.
VISUALIZATION
Enable your people to make better-informed decisions quickly by delivering actionable
information directly to end-user desktops. Microsoft Dynamics CRM gives your people visual
insight into business performance with Web-based dashboards, scorecards, and KPIs that
combine data from multiple sources into a single view.
To download the
Analytics CRM Accelerator The Analytics CRM
and other accelerators for Accelerator for Microsoft
Dynamics CRM lets your
Microsoft Dynamics CRM, people work directly in
visit the following Web site: familiar tools such as
http://www.codeplex.com/crmaccelerators Office Excel 2007
http://www.microsoft.com/dynamics/crm
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT.
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of companies.