CRM Designed For & By Users

The GSX Story

March 31st

OVER 9,000 SELLERS,

OVER 30,000 PARTNERS,

IN 100 COUNTRIES,

SERVING OVER 120,000 CUSTOMERS

Microsoft’s Sales Network

LEGACY CRM ECOSYSTEM

SIEBEL + 170 APPLICATIONS

TIME CONSUMING

PLATFORM COMPLEXITY

POOR INFORMATION QUALITY

HIGH COST OF OWNERSHIP

KEEPING SELLERS FROM THEIR CUSTOMERSPROBLEM

FOCUSING ON END USER EXPERIENCE IS THE KEY TO

REALIZING &

SUSTAININGCRMBENEFITS.

SIEBEL RETIRED

PHASE 1RE-PLATFORM

PHASE 2 IMPROVE & EXTEND

2008 2009 2010+

“Increase Efficiencies” “Increase Effectiveness”

• Increase Conversion (Win) Rates• Increase Pipeline Velocity• Improve Planning• Optimized Customer & Partner

Experience

• Increase Sales Productivity .. Give 3 Hours per Week Time Back to Sellers • Maximize User Adoption & NSAT• Realize Cost of Ownership Savings• Showcase Microsoft Technology

GLOBAL SALES EXPERIENCE (GSX) program approach

RED

UC

ED

B

EN

EFI

TS

VA

LUE

LEA

KA

GE

Misaligned to business need

WHY DO IT PROGRAMS FAIL?$12

8MILLIONSAVINGS

EX

PEC

TED

R

ETU

RN

INV

ES

TM

EN

T

$38MILLION

Poor execution

Low user adoption

EXECUTION & DEPLOYMENT

GSXGOAL

MA

XIM

IZE

BEN

EFI

TS

WHAT WE DID DIFFERENTLY

USER CENTERED DESIGN CHANGE MANAGEMENT DESIGN FOR DATA QUALITY ITERATIVE EXECUTION

USER CENTERED DESIGN

PERSONAS

SCENARIOS

CONCEPTSENVISIONING

DESIGN

“where art meets science”

PIL

OT

INN

OVATO

RS

EA

RLY

AD

OPTER

S

FAS

TFO

LLO

WER

S

BR

OA

DM

AJO

RIT

Y

OU

TLI

ER

S

TIPS & TRICKS: Select Initial Adopters Carefully

Launch a Marketing Campaign

Reward and Recognize

Reinforce Expectations

1

2 4

3

CHANGE MANAGEMENT

“deployment waves”

SINGLE DATA MASTER

DESIGN FOR DATA QUALITY

QUALITY ON THE INPUTDATA

MANAGEMENT PROCESSES &

TOOLS

STEWARDSHIPMEASURES & CONTROLS

FAIL FAST (& SMALL)

90 DAY DELIVERABLES

LEARN OFTEN

IMPROVE WITH EVERY RELEASE

ITERATIVE EXECUTION

“no moon launches”

• Built with 100% Microsoft Technology• Joint Development with Dynamics CRM Team

GSX Showcases Microsoft Technologies

USEREXPERIENCE

APPLICATION PLATFORM

DATA MODEL

THE GSX TECHNOLOGY

DESIGN TENETS“simple”“valuable”

“insightful”

“dynamic”

“collaborative”

“integrated”

“flexible”

THE GSX USER EXPERIENCE“integrated” “collaborative“ and “simple”

Silverlight 3 used to create rich dynamic graphs

Sellers track opportunities & activities in single view, click thru for detail

GSX lives inside of Outlook as a plugin

Home Page

Sales opportunities can be filtered with 1 click

Data can be easily exported to Excel for analysis

Details about a highlighted opportunity are easily

viewable in lower pane

THE GSX USER EXPERIENCE“valuable” and “dynamic”

Opportunity Graph View

Drag & drop columns to customize views

Users select which fields appear in table view

THE GSX USER EXPERIENCE“flexible” and “insightful”

Opportunity Table View

Business rules enforced on data entry

Customer data “look up” from single master Logical groupings used to

simplify data entry

THE GSX USER EXPERIENCE“Designed for Data Quality”

Opportunity Data Entry Form

PRODUCTIVITYSAVINGS $128

MILLION ANNUALLY

$38MILLION

$13MILLION

$0MILLION

2009 2010

PROJECTCOSTS

So Far …• 8000+ Users• 89 Countries• 175 NSAT• 90% Adoption• In 30 Days!

GOAL

BREAKEVEN

237% ROI

THE RESULTS

19