Dynamics Day 2014: Microsoft Dynamics CRM - Roadmap
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The document outlines a presentation by Steve Foster and Dylan Haskins on the CRM roadmap, highlighting Intergen's advancements and achievements in Dynamics CRM, including the addition of new consultants and customers. It discusses upcoming releases in 2014 and significant enhancements in customer service, mobility, and social engagement features for the CRM platform. The presentation emphasizes the growing trend of CRM online adoption and the need for continuous innovation in customer relationship management solutions.
Dynamics Day 2014: Microsoft Dynamics CRM - Roadmap
- 1. CRM Roadmap CRM Track Steven Foster, Dynamics CRM Product and Marketing Manager, @FozzyNZ Dylan Haskins, Dynamics CRM Solution Architect, @thexrmguru
- 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
- 5. CRM Roadmap CRM Track – CRM Roadmap | 5
- 6. Question: How many releases of Dynamics CRM will there by in 2014? 8 CRM Track – CRM Roadmap | 6
- 7. Q1 CY 2014 Q2 CY 2014 Q3 CY 2014 Q4 CY 2014 H1 CY 2015 Parature Marketing Social CRM CRM Track – CRM Roadmap | 7
- 8. Parature Marketing Social CRM Q1 CY 2015 Q2 CY 2015 Q3 CY 2015 CRM Track – CRM Roadmap | 8
- 9. Spring Wave Recap CRM Track – CRM Roadmap | 9
- 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
- 13. Productivity Enhancements Reduced Cost
- 16. Fall Wave Sneak Preview (Q4 Nov/Dec) CRM Track – CRM Roadmap | 16
- 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
- 18. Calculated Fields in one slide CRM Track – CRM Roadmap | 18
- 19. Roll-up Fields in one slide CRM Track – CRM Roadmap | 19
- 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
- 21. MSL: mockup, not necessarily what will ship!
- 22. CRM2015 Supported and Discontinued support CRM Track – CRM Roadmap | 22
- 23. A glimpse of the future
- 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
Editor's Notes
- #5: 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
- #10: Stephanus / Dylan
- #23: Stephanus / Dylan
- #24: 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