Microsoft Dynamics® CRM Online Buyer’s Guide

Driving sales, marketing, and service results without the hassle of IT

VERSION 1.0 – JUNE 2011

Microsoft Dynamics CRM Online Buyer’s Guide 2

IntroductionBUSINESS 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

3 Microsoft Dynamics CRM Online Buyer’s Guide

MOMENTUMCloud computing continues to dominate the IT narrative. At the most basic definition, cloud computing delivers fast access to computing resources without investing in and maintaining infrastructure. In many cases, cloud solutions reduce staff training and simplify the labyrinth of software licensing.

According to a recent Gartner survey1:

Cloud-computing services are estimated to account for 10.2 percent of the total spending on external IT services this year.

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.

Business impacts—the basics of CRM in the cloud

Businesses that choose to run business applications in the cloud can help reduce energy costs by 30–90 percent compared with in-house, on-premises infrastructure.

1Gartner Survey Shows Cloud-Computing Services Represents 10 Percent of Spending on External IT Services in 2010, September 2010.

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.

A CASE FOR GREATER VISIBILITY

COREFINOUnited States, financial servicesSituation: Wanted a cloud solution to measure and track performanceSolution: 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

Microsoft Dynamics CRM Online Buyer’s Guide 4

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.

5 Microsoft Dynamics CRM Online Buyer’s Guide

THE MICROSOFT CLOUD COMPUTING EXPERIENCEMicrosoft has been running enterprise-class, highly reliable cloud services for 15 years. Millions of Microsoft customers use communications (email, meetings), collaboration (document storage, sharing, workflow), advertising, business applications (CRM, business productivity), storage, management, and infrastructure solutions. These services are delivered via subscription, managed by Microsoft in our datacenters, and sold either directly or through partners.

Each business has unique IT demands, and Microsoft cloud services offer the flexibility to tailor a solution to the customer’s business, including:

Public cloud solutions

Private cloud solutions

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 OPTIONThis 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.

Every year, Microsoft cloud services reach:

• Over 1 billion users

• 20 million businesses

• 50% of the Fortune 500

• 500+ government agencies worldwide

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.

A CASE FOR GREATER STANDARDIZATION

INTO HIS HARVESTCanada, education and ministrySituation: Disparate administrative systems were too taxing, labor-intensive, and uncoordinatedSolution: Implemented Microsoft Dynamics CRM Online and customized xRM solutionBenefits: A new level of administrative efficiency and the ability to capture information via their web portal

Microsoft Dynamics CRM Online Buyer’s Guide 6

THREE WAYS TO BUILD YOUR CLOUD Cloud computing platforms offer substantial flexibility to meet the needs of your users and achieve your business objectives. A variety of factors contribute to decision-making process, including:

Current infrastructure

IT governance models

Regulatory and compliance considerations

Budgetary impact

Public cloudA public cloud represents computing resources that are hosted by an external service provider, but shared with other organizations (multi-tenant). The service provided in a public cloud is consistent across all customers as the service provider manages the infrastructure and pools resources to meet any customer’s requirements. Customer data in a public cloud is not co-mingled in the sense that one customer can see another customer’s data; each company’s information is secure and separate.

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 cloudSpecific computing resources are dedicated to the customer, not shared by several customers. Computing power can be located on-premises or provided by 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 a higher price point than public clouds.

Hybrid environmentMany enterprise customers will entertain hybrid solutions, that is, a mix of applications running in the cloud and others staying on-premises. Hybrid solutions offer flexibility to selectively migrate applications, user groups, or business units in a fashion best suited to the business. For example, a regional hospital system with multiple locations can select Microsoft Dynamics CRM Online for patient relationship management, and integrate it with their on-premises healthcare information system.

Is the cloud right for you?CLOUD OPTIONSPublic cloud—externally hosted subscription SaaS in which resources are shared among many customers (multi-tenant)

Private cloud—externally or on-premises hosted SaaS in which resources are private (not shared) but at a higher price point

Hybrid environment— a mix of cloud SaaS and on-premises software deployment to best meet the needs of organizations’

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Our vision is to help organizations execute on their business vision and technology roadmap by delivering services on their terms—be it online, on-premises, or in a hybrid environment. When it comes to guiding customers on the most optimal solution for them, Microsoft believes that choice is key.

Microsoft has been offering public and private cloud offerings for several years, and has helped organizations establish completely cloud-based or hybrid environments, in addition to our long-standing on-premises software implementations.

KEY PRINCIPLES IN CLOUD COMPUTINGWhen choosing a public cloud offering such as Microsoft Dynamics CRM Online, it is helpful to understand the guiding “cloud principles.” Because the same public cloud standard service is delivered to many customers worldwide, these principles cannot be modified.

Publiccloudservicesarehighlyconfigurable,butdifferentfromdedicatedhosteddeployments.

Microsoft offers a set of standard online services that are supplied consistently to all Microsoft customers. Customers can mix and match services to meet their requirements, but Microsoft cannot accommodate change requests or custom service features that deviate from our standard Microsoft Dynamics CRM Online service definition. If customer-specific service features are required to solve the business problem, an on-premises or partner-hosted solution might provide a better customer fit.

Cloudservicesareprovidedunderone securitypolicy.

When considering cloud computing solutions, organizations list security, privacy, reliability, and operational control as key concerns. In the public cloud, a service provider offers the same consistent service to all their customers worldwide. As a practical matter only one policy can be followed. Microsoft has applied state-of-the-art technology and processes to maintain reliable access, security, and privacy for every user.

Customerscanreceiveindependent third-partyreports.

Given the number of customers who subscribe to the service, Microsoft cannot provide customers the right to audit its datacenters. Microsoft datacenters and the infrastructure layer on which our services rely upon are audited and certified against a comprehensive set of controls covering both SAS 70 Type II and ISO 27001. Audits and certifications are performed by credible independent third parties at least annually, and made available to customers.

Microsoft’sliabilityiscappedat12months’ servicesfees.

Microsoft provides a solution with an enterprise-class security program that is very often more robust than what customers may be able to support today on their own. However, Microsoft cannot provide an insurance policy for any risks associated with data losses. Our liability is limited to direct damages, which means the damages that are directly linked to an act by Microsoft and were foreseeable.

Microsoft’spublicclouddeliversthe latesttechnology.

Having access to the latest technology is a key advantage of cloud services. As part of our constant product improvements, Microsoft periodically releases updates and patches that are required for all deployments. Customers can schedule the deployment of new major releases at their convenience, provided that the timing falls within 12 months of the general availability of the release.

Migratingtothecloudinvolvesmigrationanddeploymentwork.

While it is certain that cloud services can lower overall IT costs, the complexity of infrastructure and business requirements varies considerably from one organization to another. Comprehensive migration planning prior to deployment of Microsoft Dynamics CRM Online assures the smoothest possible transition and can accelerate time-to-value. Engaging a qualified Microsoft partner to conduct appropriate technical and requirements assessments creates a foundation for an effective migration.

7 Microsoft Dynamics CRM Online Buyer’s Guide

COMPREHENSIVE CHOICES WITH MICROSOFT

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INTRODUCING MICROSOFT DYNAMICS CRM ONLINE Microsoft Dynamics CRM delivers access to customer information through the familiar Microsoft Outlook® experience ensuring rapid user adoption and realization of business results. With Microsoft Dynamics CRM Online, you get the same powerful CRM software delivered as a cloud service from Microsoft, enabling instant-on anywhere access, predictable pay-as-you-go pricing, and a financially backed service level agreement (SLA).

Microsoft Dynamics CRM Online delivers on the power of productivity with a CRM solution that is:

Familiar—software that empowers people through natural, productive, and insightful experiences

Intelligent—real-time analytics and streamlined business processes that enable informed decisions and operational efficiencies

Connected—connections across people, processes, and ecosystems that allow businesses to maximize the value of relationships and systems

Drive productivity and adoption with a native Outlook experience and real-time dashboards in Microsoft Dynamics CRM Online.

SELLING MORE AND KEEPING CUSTOMERS HAPPYCompanies that need to manage marketing, sales productivity, and customer relationships are choosing Microsoft Dynamics CRM Online to streamline and automate those functions. Customers have access to a large partner community of experts skilled at deploying Microsoft Dynamics CRM Online, and developing integration with other business systems.

Maximize your marketing dollars. Improve your organization’s marketing effectiveness with Microsoft Dynamics CRM Online. Provide marketing professionals with flexible segmentation tools, simplified campaign management capabilities, intuitive response tracking, and insightful analytics to improve your marketing effectiveness.

Help your salespeople win more deals.Spend more time on selling and less time on administrative tasks with Microsoft Dynamics CRM Online. Take advantage of full lead-to-cash visibility, lead and opportunity tracking, streamlined approvals, and real-time sales forecasts to drive increased sales output and higher close rates.

Create lifetime customers with attentive service. Provide compelling customer service experiences that build customer loyalty with Microsoft Dynamics CRM Online. Empower your people with tools that simplify case management, streamline escalations, improve knowledge sharing, and enable more effective account management—all while helping to contain service costs.

Optimize business relationships with extended CRM. Use the inherent flexibility and extensibility of Microsoft Dynamics CRM Online to maximize the value of all relationships. Quickly create custom business applications and industry solutions without compromising on capabilities, budget, or delivery time—right from within Microsoft Dynamics CRM Online.

Meeting your needs with Microsoft Dynamics CRM Online

Microsoft Dynamics® CRM Online Buyer’s Guide 8

9 Microsoft Dynamics CRM Online Buyer’s Guide

DELIVERING PEACE OF MIND AND CONVENIENCE

Deep operational expertise and an impressive global footprintMicrosoft Dynamics CRM Online is operated by Microsoft Global Foundation Services—a dedicated organization responsible for the strategy and platform delivery of Microsoft cloud services, Microsoft Online Services, and Microsoft Live Services. This group focuses solely on providing a trusted experience to customers and partners through operations management, data security, infrastructure optimization, and environmental sustainability. It supports over 200 services for consumers and businesses worldwide with a perpetual emphasis on datacenter innovation and network advances to deliver operational excellence.

Microsoft is committed to cloud services such as Microsoft Dynamics CRM Online—we’ve invested $2.3B in 13 global datacenters across North America, Europe, and Asia, with more than 20 new datacenters coming online by the end of 2011. We provide 99.9 percent uptime with one of the industry’s ONLY financially backed service level agreement (SLA).

Security, privacy, and compliance are a top concern for customers who move to the cloud, and we’ve made it our top priority as well. Microsoft datacenters are ISO accredited, with SAS 70 Type I and Type II attestations.

Cost savings and flexible payment optionsMicrosoft Dynamics CRM Online is an affordable solution with payment options that allow users to forecast costs over time. Pay-as-you-go pricing combined with cloud deployments allow customers to avoid capital investments in hardware and datacenter management, freeing

up budgeted dollars for business operations. Customers have the flexibility to increase or decrease the number of users, and add additional online storage as the needs arise. Combining rapid user adoption with immediate availability of computing capacity, customers realize quicker time-to-value as Microsoft Dynamics CRM Online drives rapid business impact.

The licensing options for Microsoft Dynamics CRM Online are simple, flexible, and affordable and include attractive pricing opportunities for migrating current on-premises or hosted customers, plus options to increase storage capacity. Learn more at http://crm.dynamics.com.

DATA PROTECTIONCustomers such as American Express and GlaxoSmithKline, both from highly regulated industries, have performed extensive security audits at our datacenters, and determined that we can protect their data as well or better than they could within their own datacenter environments.

Microsoft Dynamics CRM Online Buyer’s Guide 10

Choice of deploymentCustomers have the option of deploying Microsoft Dynamics CRM in the public cloud (Microsoft Dynamics CRM Online), running it on-premises on their infrastructure, or having a service provider host the solution on their behalf (private cloud). Organizations benefit from this flexibility across all Microsoft Online Services.

Whether you have an on-premises Microsoft SharePoint implementation, Microsoft Office 365 cloud solution, or some other combination, the ability of Microsoft to accommodate hybrid environments offers you ultimate flexibility. Knowing that business of all sizes have unique needs, Microsoft cloud solutions are not one-size-fits-all. This flexibility extends to devices as well, because Microsoft Dynamics CRM Online is available through a variety of hardware interfaces.

KEY TECHNICAL BENEFITSManagement simplicityMinimize your need to manage multiple support resources thanks to ongoing application monitoring and maintenance. Deployment is managed remotely, so new versions or updates to the software are easily distributed to users, without the interruption and management of costly patching and upgrades. By helping your IT staff focus less on hardware, upgrades, and maintenance, they can focus more on supporting the priorities of your business.

Flexible configuration modelsMicrosoft Dynamics CRM offers the power of choice. You can implement in the cloud, on-premises, or have your solution privately hosted by one of our partners. With Microsoft Dynamics CRM Online, you can also scale the number of users up and down as often as monthly, or add/subtract additional storage as needed. You can even change your deployment type if your needs change.

Microsoft Dynamics CRM Online offers choice in deployment options to more effectively support your business objectives. You determine which components you want hosted in the cloud.

THE CLOUD ON YOUR TERMSCustomer demands vary, and Microsoft delivers the array of choices: public cloud computing, private cloud solutions, on-premises deployments, and hybrids drawing from all three configurations. Our vision is to provide these services to customers on their terms—to suit their business.

11 Microsoft Dynamics® CRM Online Buyer’s Guide

Multi-layer securityMicrosoft Dynamics CRM Online has an end-to-end approach to security that begins with the development of the application through to the service’s operations and management. Microsoft Dynamics CRM Online follows the Microsoft Security Development Lifecycle (SDL). This is the process by which we take services from the design through the build and implementation and release phases of its lifecycle, and consider security from all aspects.

Safeguards are applied on multiple fronts, including:

Securing the web application with SSL

Custom-defined security roles governing user access and the actions they can perform

Field-level security

Full business data auditing

Stringent physical security of Microsoft datacenters, including building and system/database access

Additionally, the application itself uses the standard security features of the Microsoft infrastructure on which Microsoft Dynamics CRM runs (for example: Windows Server®, Microsoft SQL Server®, and Microsoft Exchange Server).

Individual tenant administrationCustomer and user administration features are designed to increase self-reliance. Customers have complete control over all aspects of data structure, user experience, business intelligence, and business process management.

Regulatory compliance featuresMeeting increasingly complex regulatory requirements is eased with ISO 27001-2 and SAS 70 Type II credentials for Microsoft datacenters.

Mobility device supportMicrosoft Dynamics CRM Online provides a configurable mobile client that allows users to consume and update CRM information on a wide range of mobile devices.

Microsoft Security Development Lifecycle

A CASE FOR MOBILITY SOLUTIONS

SCOTTS PROFESSIONALThe Netherlands, manufacturingSituation: Difficulty getting up-to-date reports quicklySolution: Using Microsoft Dynamics CRM Online and offline versions for sales and marketingBenefits: One view of the information, even offline, then upload changes later for most accurate data

DATACENTER FACILITIESDatacenters are managed by Microsoft Global Foundation Services, providing:

Infrastructure services—the physical infrastructure of the cloud (datacenters, servers, and network) for 15 years

Security and compliance—for both the physical and logical cloud infrastructure at Microsoft, including many platform services

Global scale—localizing over 100 services in up to 63 languages, with worldwide operation sites deploying, monitoring, and managing services around the globe and around the clock

Environmental sustainability—continually using smart tools (such as SCRY and Genome) to monitor power usage and network utilization, while seeking continued efficiency and improvement to reduce costs, waste, and our carbon footprint

Microsoft stores customer data in-region, at a local hosting datacenter. From the outside, the facility is anonymous, with no signs or logos to give away its purpose. Vehicles arrive at a secure perimeter and must be positively identified by security personnel before gaining admittance to a second perimeter, which requires successful authentication with a security card.

Microsoft datacenters are located throughout the world and managed by Microsoft directly.

Microsoft Dynamics CRM Online Buyer’s Guide 12

A CASE FOR GREATER EFFICIENCY

GEMCO GROUP HOLDINGS, LTD.Australia, constructionSituation: Existing CRM solution too simple, and couldn’t be extended or customizedSolution: Moved to Microsoft Dynamics CRM Online for all sales, service delivery, and customer follow-up processesBenefits: Automated sales processes, gained greater efficiency over old system of tracking in 3–4 places

13 Microsoft Dynamics CRM Online Buyer’s Guide

SECURITYComputing in the cloud raises questions about security, data protection, privacy, and data ownership. Our services, physically hosted in Microsoft-operated datacenters around the world, are designed to meet the performance, scalability, security, and service levels business customers expect.

We have applied state-of-the-art technology, culture, and processes to maintain consistent and reliable access, security, and privacy for every user. Microsoft Dynamics CRM Online has built-in capabilities for compliance with a wide range of regulations and privacy mandates. These capabilities are regularly scrutinized, assessed, and audited to ensure the highest security and privacy standards are maintained. We have developed our offerings around the following core principles:

Microsoft tells you where your data is and you are the owner of your data.

Microsoft will never use the data housed in the Microsoft cloud for data mining purposes.

Microsoft Online Services are certified ISO 27001, SAS 70, and EU Safe Harbor Framework.3

When transferring data, Microsoft follows applicable laws, and in the EU, that includes transferring data only in accordance with EU Safe Harbor provisions.

The Microsoft Dynamics CRM Online application and website are continuously monitored for reliability and performance. The Operations group monitors the network

for security vulnerabilities and intrusion using monitoring and detection systems on an uninterrupted, around-the-clock basis. Monitoring tools route any issues, warnings, and problems directly to service engineers.

The service has multiple layers of monitoring in place. The infrastructure/platform layer is monitored using Microsoft System Center Operations Manager (SCOM). SCOM monitors for events related to provisioning, service failures, and threshold attainment (such as memory consumption). Transaction monitoring to simulate critical customer scenarios is accomplished with a third-party monitoring solution. This third-party solution monitors for events related to the CRM portal, trial sign-up, application sign-in, and availability.

BACKUP AND RECOVERY Many aspects of the Microsoft Dynamics CRM Online system are configured in an N+1 redundant configuration, to eliminate single points of failure. As a precaution against catastrophic failure of multiple systems, full data backup to tape is done on a daily basis. Microsoft Data Protection Services (DPS) encrypts all data prior to it being written to tape. DPS uses an encryption appliance with a central key management system. The encryption process is a standard procedure in all Microsoft datacenters and is FIPS4 compliant.

3Certifications are assessed at the datacenter and application levels separately. Check with the specific online service to determine certification status. 4The Federal Information Processing Standard 140-1 (FIPS 140-1) and its successor FIPS 140-2 are United States Government standards that provide a benchmark for implementing cryptographic software. They specify best practices for implementing crypto algorithms, handling key material and data buffers, and working with the operating system. Both IPSec and the Encrypting Files System (EFS) in Windows® 2000, Windows Server 2003, and Windows XP use the FIPS-140-1 evaluated Kernel Mode Cryptographic Module to encrypt the traffic packet data and file contents respectively if configured appropriately with the selections of FIPS compliant algorithms.

A CASE FOR CENTRALIZATION

INTEGRATED DNA TECHNOLOGIES (IDT)United States, biotechnologySituation: No way to view comprehensive correspondence with customersSolution: Implemented Microsoft Dynamics CRM Online and its tight integration with Microsoft Outlook messaging and collaboration clientBenefits: Better visibility and a central repository of customer information, with the ability to capture and document daily customer conversations

SERVICE OPERATION AND MANAGEMENT Microsoft operates datacenters around the world, each housing highly reliable equipment that hosts customers’ CRM instances and delivers 99.9 percent uptime. Unlike other hosted CRM solutions, there is no co-mingling of customer data. Each customer is provisioned with their own customer database to maximize the security and integrity of their data.

The Microsoft Dynamics CRM Online architecture provides customers with complete autonomy over how they operate, manage, configure, and secure their CRM solution. For example, customers can configure their own data schema, user interface, business processes, and security model for their specific instance. This provides full control over the application and its functionality as if it were running on-premises. And because of continuous synchronization capability, users have seamless access to their CRM system from a wide range of devices, whether they are inside their corporate network or utilizing CRM from the Internet.

SUPPORT Our first line of support is the Microsoft Operations Center—globally distributed with failover capabilities, and staffed 24/7/365 with engineers able to triage, mitigate, and escalate issues as they occur in real time.

Support is included as part of the monthly subscription fee to Microsoft Dynamics CRM Online. (Premier support is also available for an extra charge.) All Microsoft Dynamics CRM Online customers receive access to Microsoft Dynamics CustomerSource, an exclusive, password-protected site for customers to find unlimited online training, search a robust Knowledge Base, download updates, and find other information at any time. Customer-designated “administrators” can contact the customer service and technical support teams through eSupport or by telephone.

CHANGE MANAGEMENTMicrosoft Dynamics CRM Online has a well-defined change control process to provide applicable patches and/or upgrades. This includes deployment and verification of patches in a pre-production environment, scheduled maintenance windows for production deployment, and a defined notification processes to help minimize interruption of the service. Microsoft Dynamics CRM Online notifies customers (administrators and in some cases users) through various methods including the website, application, and email of scheduled or unscheduled updates and changes to the service. For planned service interrupting events (such as service maintenance), customers are notified five days in advance.

Working with Microsoft Dynamics CRM Online

Microsoft Dynamics CRM Online scalable infrastructure

Microsoft Dynamics CRM Online Buyer’s Guide 14

With Microsoft Dynamics CRM, JLL experienced an astounding $40,985,000 in productivity savings, leading to dramatic improvements in profitability.

15 Microsoft Dynamics CRM Online Buyer’s Guide

RELEASE CYCLE AND ROADMAPTo provide customers with more frequent innovation, Microsoft Dynamics CRM Online releases updates to the service two times per year. In general there is one minor release followed by one major release each year. The minor release will offer updated product capabilities and will be delivered through an automatic update to the service. Minor releases will cause minimal, if any, disruption to customers. The major releases may include updated product capabilities as well as platform updates. Using a convenient scheduling wizard, customers will have a 12-month window to schedule and opt-in to a major release upgrade.

PARTNER-POWERED CRM ENHANCEMENTSThe Microsoft worldwide partner ecosystem is continuously building custom third-party applications to complement and increase the business value of your Microsoft Dynamics CRM Online solution. Customers can find applications to improve lead management, email marketing, customization of complex quotes, or other solutions tailored to specific industries, including financial services, healthcare, engineering, and many others.

Find, try, and buy high-quality applications and services.

Quickly find relevant solutions via optimized search logic.

Benefit from applications that are tested and certified.

Find Microsoft Dynamics partner solutions to enhance and customize your Microsoft Dynamics CRM Online solution at the Microsoft Dynamics Marketplace: www.microsoft.com/dynamics/marketplace

Next stepsNow that you’ve had a chance to review the buyer’s guide for Microsoft Dynamics CRM Online, there are many ways to get started.

4 Start your FREE 30-day trial. No credit card information is required. No software

installation is needed. And you can access your trial through a web browser or Microsoft Outlook. Go to http://crm.dynamics.com to sign up now.

4 Find a Microsoft Dynamics CRM specialist. An experienced partner can make your migration

smooth and trouble-free. To find a partner in your area, visit www.microsoft.com/dynamics/marketplace.

4 Check out the Microsoft Dynamics Marketplace for custom CRM applications and add-ons.

Browse by business need, industry focus, and more for partner-extended solutions at www.microsoft.com/dynamics/marketplace.

4 Review Microsoft Dynamics CRM case studies for more information.

Organizations all over the world have experienced the business value of Microsoft Dynamics CRM. You can find many of their stories at http://crm.dynamics.com/en-ca/search.

By switching from Salesforce.com to Microsoft Dynamics CRM Online, Century Payments saved over $300,000 while increasing user adoption by 200 percent.

GEOGRAPHIC COVERAGE AND LANGUAGE SUPPORTMicrosoft Dynamics CRM Online is offered in 40 countries and in 41 languages.

Appendix

Microsoft Dynamics CRM Online Availability

Americas Europe Asia Pacific

Brazil

Canada

Colombia

Costa Rica

Chile

Mexico

Peru

Puerto Rico

Trinidad and Tobago

United States

Austria

Belgium

Cyprus

Czech Republic

Denmark

Finland

France

Germany

Greece

Hungary

Ireland

Israel

Italy

Luxembourg

Netherlands

Norway

Poland

Portugal

Romania

Spain

Sweden

Switzerland

United Kingdom

Australia

Hong Kong

India

Japan

Malaysia

New Zealand

Singapore

Microsoft Dynamics CRM Online Languages

Arabic

Basque

Bulgarian

Chinese (Hong Kong)

Chinese (PRC)

Chinese (Taiwan)

Catalan

Croatian

Czech

Danish

Dutch

English

Estonian

Finnish

French

Galician

German

Greek

Hebrew

Hindi

Hungarian

Italian

Japanese

Kazakh

Korean

Latvian

Lithuanian

Norwegian

Polish

Portuguese (Br)

Portuguese (Ptg)

Romanian

Russian

Serbian (Latin)

Slovak

Slovenian

Spanish

Swedish

Thai

Turkish

Ukrainian

Microsoft Dynamics CRM Online Buyer’s Guide 16

17 Microsoft Dynamics CRM Online Buyer’s Guide © 2011 Microsoft Corporation.

AWARDSMicrosoft Dynamics CRM has been recognized for industry leadership and product quality numerous times.

• Nucleus ROI Awards, 2011: Top ROI – Data Reduction Systems

• Nucleus Research: CRM Technology Value Matrix, 2011: Best Usability

• Gartner 1:1 Excellence Award, 2011: Enterprise Efficiency Silver Winner – Jones Lang LaSalle

• Gartner CRM Excellence Award, 2010: Efficiency and Overall Winner – Mitsubishi Caterpillar Forklift Europe

• CRM Magazine Market Leader Award, 2009: Enterprise Suite CRM

• CRM Magazine Market Leader Award, 2009: Midmarket Suite CRM

• CRM Magazine Market Leader Award, 2009: Sales Force Automation

• CRM Magazine One to Watch Award, 2009: Business Intelligence

• Nucleus ROI Awards, 2009: Outstanding ROI – ISS Belgium

• CRM Magazine Elite Awards, 2009: Outstanding CRM Implementation – ISS Belgium

• CRM Magazine Elite Rewards, 2008: Outstanding CRM Implementation – Toledo Mud Hens

• CRM Magazine Elite Awards, 2008: Outstanding CRM Implementation – Vision Share

• Gartner 1:1 Excellence Award, 2008: Sales Optimization Gold Winner – Equinox Fitness Clubs

• Gartner 1:1 Excellence Award, 2008: Sales Optimization Silver Winner – The Linc Group

PRICING We offer three flexible payment options:

• Credit card

• Invoice

• Volume licensing

For local pricing information, visit http://crm.dynamics.com/ and choose your country/language. Different pricing is available to Microsoft volume licensing customers. Consult your Microsoft partner or Microsoft account manager for more detailed information.