changing customer needsdownload.microsoft.com/documents/uk/partner/days/event1/day2/th… ·...

Changing Customer Needs

TRANSITION FROM TO FY 18 Focus

Customer Adds

Start with 1st Workload

Deliver specific business value

Microsoft Dynamics 365

*Brought to you by Adobe Marketing Cloud

Customer acquisition and expansion:Reduce your cost of sale by acquiring new customers and expanding existing customers

Customer Success

Industry Solutions

Selling

Connected Sales &

Marketing

Connected Sales & Marketing

: McKinsey and Company

Instant Access to Information Has placed power in the Hands of the Buyers

IDC Partner of the Future

Understand the Cloud Customer Journey1. Clearly communicate your unique

value

2. Track customers and find points of intersection

3. Provide Testimonials and case studies and ROI tools

4. Find opportunities to x-sell and up-sell

5. Excel in customer service and support

6. Make your customer your hero through PR and awards

The Partner Perspective

Partner Success : Content and CodeIncreased focus on Digital Marketing

“£1 Million worth of pipeline and 5x number of leads in first 3 months”

The OCP OrganisationBuild-with

Aligned by partner

Partner Management

Go-To-Market

Aligned by four

solution areas

Modern workplace

Business applications

Applications & infrastructure

Data & AI

Sell-with

Aligned by industry

Channel Management

GTM Resources for Co-Sell Ready Partners

A programme to help you deliver targeted Technical Cloud Workshops to

senior decision makers with funding and support from Microsoft in return for

sales leads and POE

Apply online

A tele-based team to support you in delivering campaigns through our

trusted partners

Contact them via:ukmc@microsoft.com

Resources on MPN that show you how to build a successful digital

Campaign plus and e-book toolkit

Smart Partner Marketing:Click here

Download the toolkit here

Cloud Workshops

Marketing Concierge

Smart Partner Marketing

Industry Solutions

Increase Revenue through 1st Workload

Reduced sales cycle

Rapid

DeploymentDeliver ROI

Expand over time when customer

ready

Agile ( MVP)approach to meet changing business needs

Evidence Shows Solutions Lead to More Solutions

Inventory Optimization

PersonalisationNew Product Introduction

Inventory Optimisation

Case Management

Case Management

Manufacturing

• HELLO

• HELLO

• HELLO

• HELLO

Local Government

Summary

• Would you like to be selling more solutions in your Industry

• Would you like to enter new industries

ACTION: Search for co-sell ready ISV’s https://appsource.microsoft.com/en-us/

Customer Success

You can’t sell more if they don’t see value in what they have…

• Customers are investing in a vision that the cloud can deliver

• Customers achieving targeted business outcomes are more likely to continue buying

• This results in new opportunities and long term retention as Customers and Microsoft become strategic partners

ENGAGE

GROW TRANSACT

ADOPT

Active Usage Trends

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

1-4 5-9 10-14 15-19 20-24 25-29

Avg

Cu

sto

me

r Se

at S

ize

Avg Assigned Seats Age in Months

18%

57%

To drive business value to our customers through higher

adoption and usage of the Dynamics 365 solutions

Our Mission:

How CSM’s keep their promise

Leveraging a proven methodology for customer success

81% of companies with strong capabilities and competencies for delivering customer experience &

success excellence are outperforming their competition

– source: Peppers & Rogers Group

What CSM’s focus on

Realised value through targeted business outcomes

Capabilities v Usage

Active Usage Partially Used Potential Use Not Used

SalesOpportunity management

Social CRMContent

collaborationMobile sales

Planning & management

Sales intelligence

CustomerService

Omni-channel & Unified

Service DeskPortal

Agent enablement

Onsite service

KnowledgeService

intelligenceVoice of

Customer

End to End Case

Management

Marketing

Field Service

Scheduling and dispatch

Asset and warranty

management

Service agreements

Inventorymanagement

MobileBusiness

Intelligence

Project Service

Automation

Opportunity management

Resource management

Time and expenses

Project planning

Team collaboration

Customer billing

Analytics and integration

Operations * RetailProcurement and sourcing

Business intelligence

Supply chain management

Project accounting

Human capital management

TalentManufacturing

Financial management

RelationshipSales

Joint Fast Track & CSM Motion

Implementation Realise ValuePre-Sales Extend Value

▪ Provide Onboarding Services

▪ Address solution blockers

▪ Quarterback for this phase

▪ Pre-sales architecture guidance

FastTrackCSM

▪ Consumption Planning

▪ Provide Adoption & Change

Management guidance

▪ Address Business Blockers

▪ Provide governance for cross-role

coordination

Customer SuccessRenewals ATU/CS

Expansion STUFastTrackSTU

Primary

Accountable

▪ Drive user adoption at scale

▪ Operationalizing change

▪ Secure intent for new

workloads,

▪ Address business blockers

▪ Quarterback for this phase

▪ Ensure no true down on anniversary

date

▪ Support the renewal process

▪ Identify net new opportunities and

hand off to sales

▪ Address solution blockers

CSM & Partner in Action

• NIG (Direct Line)

• Current, Future, Vision of their D365 investment

• Business Process – what’s possible?

• Measurable KPI’s

• User engagement