How to make money with Dynamics CRM Ross Dembecki Lead Product Manager

How to make money with Dynamics CRM Ross Dembecki Lead Product Manager Dynamics Business Group Microsoft Australia February 2008 [email protected]

Microsoft’s Vision for CRM Works the way you do Deliver an easier and more natural user experience Works the way your business does Deliver highly configurable workflow and analytics Works the way technology should Deliver a flexible platform that simplifies integration

Microsoft Dynamics CRM at a Glance

Applications Market Opportunity Source: Gartner "Forecast: "Forecast: Enterprise Enterprise CRM, CRM, ERP ERP and and SCM SCM Solution Solution Implementation Implementation Services, Services, Worldwide, Worldwide, 2005-2010", 2005-2010", 23 23 October October 2006, 2006, Matthew Matthew Goldman Goldman et. al. et. al.

Microsoft Dynamics CRM Suite Full CRM suite capabilities and application flexibility -Interactions -Marketing -Sales -Service -xRM -Business Process -SOA -Flexible Deployment

The Power of Choice for Software Services Choose how you USE IT - Outlook, browser, mobile Choose how you GET IT - Software or service Choose how you BUY IT - Own it or rent it CHANGE it any time as your business needs change

Dynamics CRM 4.0 Licensing Volume Licensing SPLA On-Premise On-Demand Partner Based S S Service Provider Licensing Agreement Available/orderable for Customers worldwide since January 1, 2008 Downloads available at: http://www.microsoft.com/downloads

Dynamics CRM 4.0 Servers * Price in AUD and is based on Open Value (this product not available in Open Business, Open Government or Open Academic) which includes a License, 3 years of Software Assurance and is exclusive of GST. † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing.

User CALs and Device CALs Same CALs for both Professional Server and Enterprise Server With user CALs, each user may use multiple client interfaces (incl. mobile devices) With device CALs, each device may be shared by multiple users over time (as in a call centre) User and device CALs may be mixed in a deployment Customers upgrading from CRM 3.0 can choose to convert from User CAL to Device CAL. Customers can also convert CAL types at time of SA renewal User CAL Device CAL

Full CALs and Limited-Use CALS With full CALs, each user has full readwrite access to all capabilities With limited-use CALs, a user has read-only access, e.g., for reports read/write Full CAL Full and limited-use CALs may be mixed within an environment Limited CAL read-only

Full, Limited & Full Use Additive CALs Every internal user who accesses CRM requires a Client Access License (CAL) CAL 1,707† Full read-write access functionality Combines Limited CAL and Full Use Additive CAL for full use capability Limited CAL 512† Read-only access, e.g., for reports or lookup Full and Limited CALs may be mixed in an environment Full Use Additive CAL 1,197† Write-access functionality Purchased to supplement a Limited CAL with write functionality † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing.

Multiplexing Multiplexing or “Pooling” is use of hardware and/or software that reduces the number of devices or users that directly access or use the software on a particular server Without Multiplexing User CAL required With Multiplexing Data input & query User CAL required Data input & query Data input & query Data input & query Device CAL required Windows Server Microsoft Dynamics CRM Server SQL Server Pooling hardware or software Device CAL required A CAL is required for accessing the multiplexing or “pooling” software or hardware front end A CAL is not required for data extracted and made available in static format with no direct links (e.g. printed reports, PDF-files etc.)

External Connectors (EC’s) Available for – Professional Server – Enterprise Server Access License only – no additional software/licenses included Extends access to external users (e.g. Partners, Customers, Suppliers) Scenarios* – Create new activities in CRM, such as a case via a portal – Update information in CRM, such as contact information via a portal – Fill orders, or update case status via a portal * Access via Dynamics CRM Client technology requires a CAL

Full, Limited & Full Use Additive EC’s External Connector 8,548† External user full read-write access Limited External Connector 55% Price Reductio n 3,419† External user read-only access Full Use Additive External Connector 5,130† External user write-access Purchased to supplement a Limited External Connector with write functionality † Price in AUD and is based on Open Business which includes a License, 2 years of Software Assurance and is exclusive of GST. Please contact a local distributor or volume licensing reseller of CRM for exact pricing. * Access via Dynamics CRM Client technology requires a CAL

Service Provider Licensing (SPLA) 40% Price Reductio n Enables Services Providers to offer hosted CRM to customers – Service Providers receive commercial use rights & hold licenses – End customers may use Microsoft software through Service Provider’s SPLA licenses User access is granted via Subscriber Access License (SAL) – Microsoft Dynamics CRM SAL – No separate server license necessary A SAL is required for each unique user in any given month – Subscribers may use any device to access server software – Service Providers can "scale out" - deploying servers as needed – Minimal start-up costs - pay based on monthly subscribers Microsoft Dynamics CRM enables external user access – No SAL is required for external users if Microsoft Dynamics CRM 4.0 Client for Microsoft Office Outlook/Web Client software is not used Partners must be: – Certified Partner in MSPP or Registered Microsoft Hosting Program Partner

Availability – Microsoft Partner Program & MAPS Microsoft Dynamics CRM 4.0 Workgroup included MAPS shipments beginning April 2008 Partners who need additional CALs may purchase them through normal channels with normal pricing Microsoft Action Pack (MAPS) Certified Partner Gold Certified Partner Workgroup Server* Professional Server** Enterprise Server** Microsoft Dynamics CRM 4.0 Licenses 1 Server 5 Users 1 Server 25 CALs 3 Servers 100 CALs 25 CALs Microsoft Dynamics CRM 4.0 External Connector - 1 1 - Product Edition Additional Licenses with MBS Competency Microsoft Partners may download Microsoft Dynamics CRM 4.0 software from the MSDN Subscriber Downloads site or from the Microsoft Downloads center: http://www.microsoft.com/downloads/Search.aspx?displaylang en * Product License key is located on a yellow sticker on the DVD. ** Partner License keys for the respective edition, will be sent on the Welcome card in the Microsoft Partner Program Welcome kit.

Availability – Trials Microsoft Dynamics CRM 4.0 Trials: Workgroup Server – 5 users licenses – Time limited to 90 days – Convert to full version by applying commercial license key in Microsoft Dynamics CRM License Manager Professional & Enterprise Servers – Time limited to 90 days – Convert to full version by applying commercial license key in Microsoft Dynamics CRM License Manager Trial License Keys – Posted on the Trial download site Evaluations exceeding 90 days – Microsoft Dynamics CRM 4.0 Server/CALs required

Sales Channels Dynamics CRM 4.0 Channels Open Value Select EA 2 3 3 3 (1) Optional Through Term Open* Workgroup Server Workgroup to Professional Upgrade Professional Server Professional to Enterprise Upgrade Enterprise Server Years of Software Assurance ISV Royalty SPLA Customer Support Provider Microsoft Partner or Service Provider *No Step Ups are available in this Volume Licensing Program No longer sold via FFP or OEM programs

Sales Channels – Academic Microsoft Dynamics CRM 4.0 is offered at a discounted rate to qualifying* academic institutions via the following programs: – Academic Open (exception: Workgroup Server) – Campus & School Agreement (exception: Workgroup Server) – Academic Select (exception: Workgroup Server) – SPLA – ISV Royalty Agreement Learn more at www.microsoft.com/education/howtobuy.mspx * Qualifying institutions can include many

License Keys & Registration Volume Licensing – Standard product keys embedded on media – Customers will not need to enter a license key – Select, Enterprise Agreement & Open Value customers can download media on MVLS site https://licensing.microsoft.com/eLicense/L1033/Default.asp One-time Customer registration required within 30 days and built into setup – Internet connection required – Product is disabled if not registered within 30 days & can be re-enabled after registration – Purchased add-on CALs do not require registration ISV Royalty and SPLA customers do not require registration

Upgrade & Migration Path: Volume Licensing Dynamics CRM 3.0 Customers on Software Assurance Microsoft Dynamics CRM 3.0 Professional Edition 1 User CAL Microsoft Dynamics CRM 4.0 1 User CAL or 1 Device CAL 1 Server 1 Professional Server or 2 Enterprise Servers * 1 External Connector 1 External Connector * SA at renewal will be calculated based on CRM 4.0 list prices. * Eligibility: If Customer has SA, and possesses CRM 3.0 Professional licenses as of December 31, 2007, they are entitled to receive up to 2 Enterprise licenses instead of one CRM Professional 4.0 license for each Dynamics CRM 3.0 Professional license they possess.

Upgrade & Migration Path: Volume Licensing Dynamics CRM 3.0 Customers on Software Assurance Microsoft Dynamics CRM 4.0 Professional Edition 1 User CAL or 1 Device CAL for each 3.0 SBE CAL Microsoft Dynamics CRM 3.0 Small Business Edition 1 Professional Server 1 User CAL OR 1 Server Microsoft Dynamics CRM 4.0 Workgroup Edition 1 Workgroup Server (Including 5 Users) * SA at renewal will be calculated based on CRM 4.0 list prices.

Upgrade & Migration Path Media for Customers in Open Get access to Microsoft Dynamics CRM 4.0 with current Software Assurance – Order media kit (DVDs) from Distributor (a nominal fee applies for media kit) – Authorisation and Enrolment numbers needed when ordering License keys are embedded/included on DVDs – Registration must be completed within 30 days of installation – Customers starting out with 90-day Trial license keys will have to apply license from DVD/Media kit eOpen is a site for Open customers, where they may: – Create and retain personalised views of their Open License purchases – Review their license agreement and Product Use Rights – Update their license contacts information – View their worldwide Open License purchases – Find and download software available under their License agreements – Access their Volume License Product Keys to install software eOpen: https://eopen.microsoft.com/EN/default.asp

Upgrade & Migration Path: FPP Customers Dynamics CRM 3.0 Customers on Maintenance Microsoft Dynamics CRM 3.0 Professional Edition 1 User CAL Microsoft Dynamics CRM 4.0 Professional Edition 1 User CAL or 1 Device CAL 1 Server 1 Professional Server 1 External Connector 1 External Connector Microsoft Dynamics CRM 3.0 Small Business Edition Microsoft Dynamics CRM 4.0 Professional Edition 1 Named User CAL 1 Named User CAL or 1 Device CAL 1 Server 1 Professional Server

Upgrade & Migration Path: FPP Customers Dynamics CRM 3.0 Customers on Maintenance Dynamics CRM not be available in FPP Channel since January 1st – Notification emailed/posted to FPP Distribution partners October 31 st FPP Customers on Dynamics CRM 3.0: – Entitled to one year of Maintenance from date of their registration – Will continue to receive Maintenance until expiration – Based on registration data we will contact/deliver media to these Customers FPP Customers on Dynamics CRM 3.0 may: – Open - Purchase SA within 90 days of Maintenance expiration or – Open Value, Select & EA - Purchase SA within 30 days of expiration or – Purchase new L&SA Microsoft Dynamics CRM 4.0 Servers/CALs via Volume Licensing

Downgrade Rights For Microsoft Dynamics CRM 4.0 Dynamics CRM 4.0 Professional or Enterprise Customers with Software Assurance may: – Continue to use and expand Dynamics CRM 3.0 Professional installation – Continue to use and expand Dynamics CRM 3.0 Small Business Editions – Purchase Dynamics CRM 4.0 Licenses & apply them to a CRM 3.0 Professional Installation – CRM 3.0 media kits will continue to be available Dynamics CRM 4.0 Workgroup Customers with Software Assurance may: – Downgrade to 1 Dynamics CRM 3.0 SBE Server for each CRM 4.0 Workgroup Server – Purchase Dynamics CRM 4.0 Licenses and apply them to a CRM 3.0 SBE Installation – CRM 3.0 SBE media is available via eOpen/Partners Qualifying CRM 4.0 Licenses Downgrade Rights to use Each Dynamics CRM 4.0 Professional or Enterprise Server One Dynamics CRM 3.0 Professional Server instance Each Dynamics CRM 4.0 Workgroup One CRM 3.0 Small Business Edition instance Each Dynamics CRM 4.0 CAL One Dynamics CRM 3.0 Small Business Edition CAL; or, One Dynamics CRM 3.0 Professional CAL (or equivalent by combining Limited and Full Use Additive CALs) Each Dynamics CRM 4.0 External Connector (or equivalent by combining Limited and Full Use Additive ECs) One Dynamics CRM 3.0 External Connector

Software Assurance Benefits Software Assurance Features Open Open Value Select Enterprise Agreement 6* 6* Unlimited Unlimited X X 3 hours 3 hours 1 hour 1 hour Unlimited Online Training X X X X Product Updates X X X X Investment Protection X X X X CustomerSource X X X X Ability to Make Suggestions for Future Products and New Features X X X X Ability to Purchase Add’l Products, Users and Services X X X X Service Packs/Fixes X X X X Knowledge Base X X X X Managed Managed Managed Managed Support Incidents Discount on Per-Incident and 5 Pack (Flex Support) Guaranteed Response Time Newsgroups New! Beginning December 1, 2007 this benefit has increased from 2 incidents to incid

Links for More Information Microsoft Dynamics CRM www.microsoft.com/crm Microsoft Download Center displaylang en http://www.microsoft.com/downloads/Search.aspx? Licensing www.microsoft.com/licensing Software Assurance http://www.microsoft.com/licensing/sa/default.mspx Contact a Specialist www.microsoft.com/licensing/contact/default.mspx Software Support www.microsoft.com/businesssolutions/crm/support/microsoft crm support.mspx Service Plans/Support http://www.microsoft.com/dynamics/crm/support/default.mspx Deluxe Support Services http://www.microsoft.com/dynamics/crm/support/serviceplans.mspx#EHG Microsoft Product Support Lifecycle information http://support.microsoft.com/lifecycle/ CustomerSource https://mbs.microsoft.com/customersource/ MVLS/VLSC https://licensing.microsoft.com/eLicense/L1033/Default.asp eOpen https://eopen.microsoft.com/EN/default.asp

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