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Dynamics Day 2014: Keynote - Delivering Amazing Customer Experiences

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Adrian Johnston, Vice President, Microsoft Dynamics Asia and Stephen Fowler, Director of Solutions – CRM Asia, discuss Microsoft’s plans for Microsoft Dynamics and the cloud.

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.

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Dynamics Day 2014: Keynote - Delivering Amazing Customer Experiences

  1. 1. We live in a social world Always connected via mobile technology 6.8+ BILLION on mobile 150 TIMES A DAY A person checks their phone on average 400+ MILLION Tweets per day about products services & brands 4.5+ BILLION social users
  2. 2. This has changed the way people buy through the buying process before they talk to you business buyers say when they are ready to buy, they will find you
  3. 3. 70% Of buying experiences are based on how the customer feels they are treated 96% Of unhappy customers don’t complain 91% Of unhappy customers will simply leave and never return
  4. 4. Decrease time to value through a connected strategy Businesses must be c nnectedacross social Sales Representative mobile cloud information Mobile access increases sales force productivity by 14.6% Sales Manager Source: CSO Insights Adding social and mobile access capabilities to CRM increases productivity of sales people by 26.4% Companies that adopt dynamic Source: Nucleus Research sales processes show a 19% increase in quota attainment over those that don’t. Source: CSO Insights Percent of organizations seek improvement in forecasting and sales processes. 60 Source: CSO Insights Sales VP Source: IDC Research 72 Percent of companies are seeing and increase in sales cycle length. Customers 40 Percent of customers stop doing business with companies that deliver a bad customer experience. Source: Harvard Business Review 71 Percent spend too much time on administrative tasks. Source: The Economist Intelligence Unit
  5. 5. MARKETING CUSTOMER CARE SALES OPERATE DYNAMICALLY RETAIL & eCOMMERCE Finance HR Warehouse Transportation Manufacturing Supply Chain Retail Service Mgmt.
  6. 6. Platform Business Apps Productivity
  7. 7. 9 Zero In Win Faster Sell More Power BI + +
  8. 8. Dynamics CRM: To Deliver Amazing Customer Experiences Care everywhere Earn loyalty Empower agents Drive resolution Market smarter Engage customers Build Pipeline Demonstrate impact Sell effectively Zero in Win faster Sell more Social for everyone Listen everywhere Connect authentically Move faster
  9. 9. ZERO IN WIN FASTER SELL MORE ON ANY DEVICE & PLATFORM
  10. 10. ZERO IN WIN FASTER SELL MORE ON ANY DEVICE & PLATFORM
  11. 11. ZERO IN WIN FASTER SELL MORE ON ANY DEVICE & PLATFORM
  12. 12. ZERO IN WIN FASTER SELL MORE ON ANY DEVICE & PLATFORM
  13. 13. ZERO IN WIN FASTER SELL MORE ON ANY DEVICE & PLATFORM
  14. 14. (*) Net promotional prices after discounts applied. Shown per user per month in NZD (rounded). Actual pricing might vary by geography and by channel. Other fees may apply for add-on services such as additional storage, testing and production instances. Prices are exclusive of any fees you may incur to procure Internet connectivity. Prices subject to change without notice.
  15. 15. A Business Solution from Microsoft that is quick to implement, easy to use with the power to support SMB business ambitions
  16. 16. NAV ‘in’, ‘on’ and ‘with’ – SMB ERP with everything you need NAV ‘in’ Office 365 NAV ‘on’ Azure NAV ‘with’ CRM OL ANY DEVICE & PLATFORM
  17. 17. NAV ‘in’, ‘on’ and ‘with’ – SMB ERP with everything you need NAV ‘in’ Office 365 NAV ‘on’ Azure NAV ‘with’ CRM OL ANY DEVICE & PLATFORM
  18. 18. NAV ‘in’, ‘on’ and ‘with’ – SMB ERP with everything you need NAV ‘in’ Office 365 NAV ‘on’ Azure NAV ‘with’ CRM OL ANY DEVICE & PLATFORM
  19. 19. NAV ‘in’, ‘on’ and ‘with’ – SMB ERP with everything you need NAV ‘in’ Office 365 NAV ‘on’ Azure NAV ‘with’ CRM OL ANY DEVICE & PLATFORM
  20. 20. NAV ‘in’, ‘on’ and ‘with’ – SMB ERP with everything you need NAV ‘in’ Office 365 NAV ‘on’ Azure NAV ‘with’ CRM OL ANY DEVICE & PLATFORM
  21. 21. • Lifecycle Services • Update experience • Enrichment services (rules) • Support experience • Integration tools and services • Win8: Shop floor management, Time entry, Expense management, and Approvals. • Windows Phone 8, iOS, Android: Time and Expense • Windows Phone 8: Pay Stub, Business Analyzer • Business insights with Microsoft Dynamics Business Analyzer • eProcurement • Budget planning • Sales prices for configurable products • Master data management • Fiscal Books for Brazil • Payroll for Russia • Warehousing & Transportation • Demand Forecasting • eCommerce & Social • Mobile POS/Assisted Sales • Microsoft Dynamics CRM/Project client interoperability and visual scheduling • Trade Allowance Management Platform support – Azure Support (IaaS),, Windows Server 2012 R2, Windows 8.1, Internet Explorer 11.
  22. 22. Dynamics AX and Azure .. much more than just “running things in the cloud”... Development & Test Modern Apps & Mobility Production Disaster Recovery Lifecycle Services Demo & POC
  23. 23. Ovum Research: Global Enterprise Organizations Preferred Vendor for Next Investment in ERP “Microsoft’s strong showing in Ovum’s ICT Enterprise Insights survey is hardly surprising. The company’s Dynamics product line is an increasingly attractive option for organizations looking to augment their legacy ERP systems with capable enterprise applications that are easy to deploy and integrate.” Warren Wilson - Ovum Lead Analyst Overall Preferred Vendor for Next Investment in ERP Oracle SAP Microsoft 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% Excerpt from Ovum Research: ICT Enterprise Insights study of 6700 companies across geo & segment
  24. 24. 40 consecutive quarters of double digit CRM growth 40,000 CRM Customer 19,000 AX Customers 106,000 NAV Customers 2 out of 3 new CRM customers are choosing cloud
  25. 25. Why customers choose Microsoft Private, public or hybrid Cloud Work like a network – ‘The social enterprise’ Analytics for everyone: ‘Big Data’ User experiences that drive business results Secure, enterprise grade cloud World-class productivity & collaboration Unmatched value Be productive wherever you are - ‘Mobility’
  26. 26. Microsoft partnership Value this partnership brings to Intergen clients Seattle / Microsoft Projects – visibility and leadership Inner Circle 4 award MVP’s TAP programmes across latest technology

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