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Driving Sales, Marketing, and Service Results Without the Hassle of IT

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Driving Sales, Marketing, and Service Results Without the Hassle of IT Microsoft Dynamics® CRM Online Buyer’s Guide Driving sales, marketing, and service results without the hassle of IT VERSION 1.0 – JUNE 2011 Introduction BUSINESS IMPACTS—THE BASICS OF CRM IN THE CLOUD Momentum......................................................................3 The Microsoft cloud computing experience ..........................................5 Evaluating the cloud option .......................................................5 IS THE CLOUD RIGHT FOR YOU? Three ways to build your cloud.....................................................6 Comprehensive choices with Microsoft ..............................................7 Key principles in cloud computing ..................................................7 MEETING YOUR NEEDS WITH MICROSOFT DYNAMICS CRM ONLINE Introducing Microsoft Dynamics CRM Online ........................................8 Selling more and keeping customers happy..........................................8 Delivering peace of mind and convenience ..........................................9 Key technical benefits............................................................10 Datacenter facilities..............................................................12 Security ........................................................................13 Backup and recovery . 13 WORKING WITH MICROSOFT DYNAMICS CRM ONLINE Service operation and management ...............................................14 Support ........................................................................14 Change management ............................................................14 Release cycle and roadmap .......................................................15 Partner-powered CRM enhancements..............................................15 NEXT STEPS APPENDIX Geographic coverage and language support........................................16 Awards.........................................................................17 Pricing .........................................................................17 Microsoft Dynamics CRM Online Buyer’s Guide 2 Business impacts—the basics of CRM in the cloud MOMENTUM Cloud computing continues to dominate the IT narrative. At the most basic definition, cloud Businesses computing delivers fast access to computing resources without investing in and maintaining that choose to run business infrastructure. In many cases, cloud solutions reduce staff training and simplify the labyrinth of applications in the software licensing. cloud can help reduce energy costs According to a recent Gartner survey1: by 30–90 percent Cloud-computing services are estimated to account for 10.2 percent of the total spending compared with in- on external IT services this year. house, on-premises infrastructure. Thirty-nine percent of IT budget managers indicated that cloud computing is a key initiative for their organization. Forty-six percent plan to increase the use of cloud services. In another survey conducted by Gartner of CTOs and CIOs, over 76 percent of respondents fully expected that CRM and productivity workloads would be procured from the cloud. A CASE FOR GREATER VISIBILITY COREFINO United States, financial services Situation: Wanted a cloud solution to measure and track performance Solution: Using Microsoft Dynamics CRM Online for sales and marketing Benefits: Instant visibility into sales and marketing processes and tighter execution of sales and marketing activities With Microsoft Dynamics CRM Online, Taylor IGH saw a remarkable 595 percent return on investment and a 245 percent increase in user adoption. The company was also able to generate real-time integration with their back- office solutions—something their previous CRM system could not do, at any price. 1Gartner Survey Shows Cloud-Computing Services Represents 10 Percent of Spending on External IT Services in 2010, September 2010. 3 Microsoft Dynamics CRM Online Buyer’s Guide Flexibility and cost benefits of cloud solutions will continue to drive these trends. Gartner predicts that by 2012, 20 percent of all businesses will own no IT assets as they benefit from cloud-enabled services, server and desktop virtualization, and increased use of employee- owned PCs operating on corporate networks.2 This movement toward cloud computing is driven by the promise of benefits for consumers, businesses, and also for the environment: For consumers, the cloud promises a better-connected world, where their information is available anytime and anywhere they are online. For businesses, the cloud promises new economic benefits: – Better control over budgets, – Eliminating the need to run and maintain large, costly datacenters. The cloud can also power business innovation. Combining improved access to information with tremendous processing power opens the door to new business models, new markets, and new categories of customer experiences. For the environment, cloud computing has the potential to significantly reduce the energy use and carbon footprint associated with running business applications. Economic, operating, and environmental benefits of cloud computing have shifted the discussion from “whether or not” to “what’s the best solution for my business?” 2Gartner Highlights Key Predictions for IT Organizations and Users in 2010 and Beyond, January 2010. Microsoft Dynamics CRM Online Buyer’s Guide 4 THE MICROSOFT CLOUD COMPUTING EXPERIENCE Microsoft has been running enterprise-class, highly reliable cloud services for 15 years. Millions of Microsoft customers use communications (email, meetings), collaboration Every year, Microsoft (document storage, sharing, workflow), advertising, business applications (CRM, business cloud services reach: productivity), storage, management, and infrastructure solutions. These services are • Over 1 delivered via subscription, managed by Microsoft in our datacenters, and sold either directly billion users or through partners. • 20 million Each business has unique IT demands, and Microsoft cloud services offer the flexibility to businesses tailor a solution to the customer’s business, including: • 50% of the Fortune 500 Public cloud solutions • 500+ government Private cloud solutions agencies worldwide Partner cloud solutions together with certified Microsoft partners Hybrid on-premises and online solutions Microsoft cloud offerings are deployed and supported by over 16,000 partners worldwide who can help enable the cloud for our customers. For more information about our complete cloud offering, please visit www.microsoft.com/en-us/cloud/default.aspx. EVALUATING THE CLOUD OPTION This buyer’s guide was developed to share the insights Microsoft has gained through our years of experience and that of our customers. We encourage you to take advantage of these experiences and the key buying criteria of customers featured in the guide in evaluating Microsoft Dynamics® CRM Online. Please note that the focus of this guide is Software as a Service (SaaS) and Microsoft Dynamics CRM Online in particular. A CASE FOR GREATER STANDARDIZATION INTO HIS HARVEST Canada, education and ministry Situation: Disparate administrative systems were too taxing, labor-intensive, and uncoordinated Solution: Implemented Microsoft Dynamics CRM Online and customized xRM solution Benefits: A new level of administrative efficiency and the ability to capture information via their web portal BioMedix Medical Solutions was able to gain seamless productivity between Microsoft Dynamics CRM Online and Microsoft® SharePoint® Online and increase user adoption by an amazing 300 percent. 5 Microsoft Dynamics CRM Online Buyer’s Guide Is the cloud right for you? CLOUD OPTIONS THREE WAYS TO BUILD YOUR CLOUD Public cloud— Cloud computing platforms offer substantial flexibility to meet the needs of your users externally hosted and achieve your business objectives. A variety of factors contribute to decision-making subscription SaaS process, including: in which resources are shared among Current infrastructure many customers (multi-tenant) IT governance models Private cloud— Regulatory and compliance considerations externally or on- premises hosted SaaS Budgetary impact in which resources are private (not Public cloud shared) but at a A public cloud represents computing resources that are hosted by an external higher price point service provider, but shared with other organizations (multi-tenant). The service Hybrid 1 provided in a public cloud is consistent across all customers as the service environment— provider manages the infrastructure and pools resources to meet any customer’s a mix of cloud requirements. Customer data in a public cloud is not co-mingled in the sense that SaaS and on- premises software one customer can see another customer’s data; each company’s information is deployment to best secure and separate. meet the needs of organizations’ Public clouds typically charge a subscription, pay-as-you-go usage fee. Microsoft provides customers with a highly configurable, standardized service that complies with security policies and regulations in the markets in which the service is offered. Private cloud Specific computing resources are dedicated to the customer, not shared by several customers. Computing power can be located on-premises or provided by 2 a hosting service. Scaling the private cloud is as simple as adding another server to the pool—then the self-managing architecture expands the cloud by adding performance and capacity. Private clouds offer the scalability and shared resource benefits of cloud computing for your environment—however, at
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