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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:[email protected]
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