Deliver amazing

customer experiences
Microsoft Dynamics CRM 2016
Amazing momentum!!

2x
CRMOL revenue
>3x
CRMOL YoY
net seat adds

4x 44
Quarters double digit
$1M+ deals CRMOL
growth
 Industry recognition
Leaders’ Quadrant
Gartner Magic Quadrant for Sales Force Automation*
Leaders’ Quadrant
Gartner Magic Quadrant for the CRM Customer
Engagement Center**

Challengers’ Quadrant
Gartner Magic Quadrant for Integrated Marketing
Management***

A Leader
Forrester CRM Waves (enterprise
Enterprise& mid-market)****
Suite
Midmarket Suite
SMB Suite
Sales Force Automation
*Source: Gartner, Magic Quadrant for Sales Force Automation, Rob P. Desisto 15 July 2014

**Source: Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Moaz and Jim Davies, 27 April 2015
***Source: Gartner Magic Quadrant for Integrated Marketing Management, Kimberly Collins and Adam Sarner 27 October 2014
****Source: The Forrester Wave™: CRM Suites for Midsize Organizations, Q1 2015, Forrester Research, Inc., March 27, 2015 and The Forrester Wave™: CRM Suites for Large Organizations, Q1
2015, Forrester Research, Inc., March 27, 2015
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements
of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular
purpose.
 The world is increasingly connected

2.4B
smart devices by 2018
80B
connected, IoT devices
by 2025

72%
of internet users are now
68%
of internet users trust
active on social media consumer opinions
posted online

IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014
65%
of customers have left a
IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015 brand due to bad
Jeffbullas.com, 22 Social Media Facts and Statistics You Should Know in 2014, 2014.
Nielsen, Global Trust in Advertising and Brand Messages, 2013
customer service
Parature, from Microsoft study
The customer experience delivery gap
80%

Delivery gap

8%

Companies that Companies whose

believe they provide a customers agree
superior proposition

Bain Customer-Led Growth diagnostic questionnaire

 Intelligent customer engagement

Marketing

Proactive

Predictive
Service
Personalized Sales
Customer Engagement Solutions
Care
everywhere
Sell Market
effectively smarter

Social for everyone

Customer
engagement

Personalized | Proactive | Predictive

Comprehensive business & technology platform

Themes for Microsoft Dynamics CRM 2016
Productivity
Next generation productivity:
• Surface trending documents with
Delve
• Excel templates
• Document generation capabilities
from CRM – Word and Excel
• Manage CRM documents across
SharePoint, Office 365 Groups,
OneDrive for Business
Intelligence
Predictive analytics:
• Machine learning for intelligent
processes & sentiment analysis
• Cross-sell recommendations
• Auto-suggest similar cases and
knowledge articles
• Intelligent & contextual assistance
Mobility
Offline mobile:
• Full offline mobile on tablet and
phone
• Task-centered mobile apps
• Streamlined document viewing and
navigation, deep CRM links
• Phase II Cortana integration: view
core deals, accounts & activities
Unified Service
Self, assisted & field service
• Interactive service hub for tailored
agent experiences
• Voice of the customer for multi-
channel enterprise feedback
• Third party access model
• Knowledge management in CRM
• Field Service with FieldOne
What’s new in Sales
Predictive intelligence
Sell smarter with cross-sell recommendations from Cortana Analytics Suite and
trending documents from Delve inside CRM dashboards.

Sales gamification
Have a blast selling with fun and creative sales contests that increase sales
performance, revenue, and user adoption.

Sales productivity
Boost sales productivity with familiar and intuitive Office 365 solutions such as Outlook
across desktop/mobile and Word & Excel templates.

Offline apps
Get work done anywhere, anytime with tablet and smartphone apps that work online
or offline.

Mobile task flows

Complete frequent business processes faster on mobile apps.

Digital personal assistant

Get a complete and personalized overview of daily priorities, including key sales
activities, accounts, and deals embedded in Cortana.

Redesigned Insights UI
Spot customer insight faster with a redesigned UI for customer and people data from
InsideView that help sales reps engage with relevance.
 What's new in Service
Interactive Service Hub (n)
This new online UX provides role based scenarios to deliver tailored
application experiences for agents and support team leads.

Knowledge Management (e)

Immersive knowledge experience in CR includes KCS inspired workflows,
versioning, translation support and feedback

Voice of the Customer (n)

Rule-based, multi-channel enterprise feedback management capabilities
embedded into customer engagements.

External Party Access (n)

Foundation to enable CRM to allow external parties to access CRM with the
right level of permissions (e.g. Customer / Partner Portal scenarios).

Service Intelligence (n)

Role tailored service dashboards and predictive service intelligence for
agent assisted engagements.

Field Service (n)

Field Service completes the customer relationship loop by helping field
employees sell to and service their customers.
 What’s new in Marketing
SMS inbound messaging
Market smarter by integrating SMS marketing in your
multichannel campaigns. Create inbound SMS campaigns
with SMS keywords to get SMS opt-ins.

Database building for opt-in and opt-out

Maintain a database of opt-in and opt-out preferences.

SMS outbound messaging

Send promotional SMS messages to opted-in contacts.
Track SMS campaign performance.

Email marketing enhancements

Engage customers with personalized multichannel
campaigns. Create emails and toggle between WYIWYG
and generated HTML. Use the media library directly from
the HTML code.

Email marketing deliverability

Send high volume email with email deliverability, fault
tolerance, logging and auditing services.
 What’s new in Social
Social Listening & Analytics
Listen and analyze to new source- boards/forums. Define custom
sources via RSS.

Intelligent Social
Role-tailored for Sales to help find leads and understand buzz
around targeted accounts. Automated triage of lead or case
detection, and adaptive sentiment through machine learning.

Social Center
Publish tweets and Facebook posts, including multimedia
content. Look up Twitter author profile information.

Social CRM
Create CRM actions like cases and opportunities from social
posts.

Productivity & Customization

Enable collaboration through group creation and customizable
user roles and -rights.

Sentiment & UI NOTE: UI are mock-ups and may not necessarily be what is shipping.
14 additional UI and sentiment languages.
Why Customer Engagement by Microsoft

Outcome-driven Adaptive Intelligent One Microsoft

User experience with One to one customer Personalized, proactive & True end to end,
embedded processes engagement with context predictive customer productivity solutions for
helps achieve outcomes across behavior, channel experiences built on trust customer engagement
based on best practices & department & knowledge over time across CRM, Office 365 &
PowerBI