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FY10 Account Discovery and Profiling (AD&P)Corporate Accounts, Commercial and Public Sector
CRM Guidance for Inside Sales agents
Chase HawkinsWW Tele Strategy and Sales | Program Office and Process ManagementMicrosoft Corporation
Table of Contents
• Background• Design Principles• Overview• Targets• Framework• Basic, Deployment, Compete, IO• Upcoming info• Resources and tools
Background
From FY10 WWSMM:
Kevin TurnerIn FY10, we will profile 100% of our Enterprise managed accounts (EPG & SMSP) to understand where our customers are vulnerable to the competition”
Eduardo Rosini“We will improve profiling to discover customer needs, and use that knowledge to help them get the most from Microsoft technologies”
Max Long“Profile accounts and drive deeper integration of Solution Partners into the Sales Process“ Robert Jones“ITMs will be expected to deliver elements of account discovery (profiling) and deployment, as a result of being able to increase their engagement with fewer accounts in FY10”
Design PrinciplesA Solution Selling Motion• Integrated into Red Carpet and MMRP conversations• Integrated into Campaign, Solution, and Licensing conversations• Conducted by Inside Sales agents as they manage their accounts• Account Discovery with every sales interaction!
Positive Engagements •Gather competitive data based on Microsoft solutions• Customers first mention or name competitors
Siebel Based • Key information will be recorded in Siebel• Enables BG’s to leverage Information• Basis for setting targets and measuring performance
The two lenses of Account Discovery
The Data LensThe Trusted Advisor Lens
AD&P Overview
Basic Account Discovery
Deployment Discovery
Compete Discovery IO Discovery
AD&P FY10 Targets
• Early Q2 (approximately Sept. 30) – baselines (denominators) established and frozen for each geography
• Monthly progress targets for each category set by dividing gap by number of months remaining (9 if snapshot in September)
• Cumulative progress will be reported in the Operational Dashboard to highlight geographies on track to achieve target: (consistent with Red Carpet)
Green: 100% to monthly checkpointYellow: 95% - 99.9% to monthly checkpointRed: <95% to monthly checkpoint
Data Defects List to identify the missing data elements
AD&P Element CIAM Target CPM Target Calculation
Basic Account Discovery
100% of accounts
90% of accounts # of Top Parents with complete data (numerator)
# of unique TPIDs (denominator)
Deployment Discovery(Windows and Office)
Compete Discovery(Google Apps and OpenOffice)
IO Discovery(Core IO and BP IO)
80% of accounts
AD&P Framework Corporate Accounts – Commercial and Public Sector
Dep
loym
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t D
iscover
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IO
Dis
cover
y
Sale
s S
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oC
om
pete
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iscovery
Data element Siebel/PSM Location Question & Field Count Time required
Windows
MS Software Profile ->“Product Family”, “Purchased
Quantity”, “Deployed Quantity”
2 questions & 3 fields20 minutes
initially
10 minutes to update
thereafterOffice 2 questions & 3 fields
Core IO ProfileLocal Attributes ->
“Type”, “Value”, “Text”,“Number”, “Date”
7 questions & 35 fields40 to 60
minutes each for IO
BP IO Profile 13 questions & 65 fields
OpenOffice
Extended Profile -> Competitor -> “Competitor Name” or “Category”, “Purchased
Quantity”,“Deployed Quantity”
2 questions & 3 fields
10 minutes per competitor
Google (Google Apps) 2 questions & 3 fields
OptionalLotus NotesSalesforce.comMy SQL/OracleOthers?
Questions may vary & 3 fields for each
Total PCs (PCIB) Extended Profile - > “Total PCs” 1 question & 1 field
10 to 15 minutes
Total ServersExtended Profile - > “Total
Servers” 1 question & 1 field
Company contact infoAccount -> “Company Name”,
“Address”, “Main Phone #” 1 question & 3 fields
Company industry info Profile -> “Category” 1 question & 1 field
Basic
A
ccou
nt
D
iscovery
Basic Account DiscoveryTotal PCs (PCIB) Extended Profile - > “Total PCs” 1 question & 1 field
10 to 15 minutes
Total ServersExtended Profile - > “Total
Servers” 1 question & 1 field
Company contact infoAccount -> “Company Name”,
“Address”, “Main Phone #” 1 question & 3 fields
Company industry info Profile -> “Category” 1 question & 1 field
Basic
A
ccou
nt
D
iscovery
Data element Siebel/PSM Location Question & Field Count Time required
1
1
2
2
3
3
Deployment DiscoveryD
ep
loym
en
t D
iscover
y
Windows
MS Software Profile ->“Product Family”, “Purchased
Quantity”, “Deployed Quantity”
2 questions & 3 fields20 minutes
initially
10 minutes to update
thereafterOffice 2 questions & 3 fields
Data element Siebel/PSM Location Question & Field Count Time required
1. Go to “Extended Profile”2. Click “Add MS Software to Profile” in Microsoft section3. Click the selection icon4. Select the correct Product family / Version and click “OK”5. Input the quantity purchased6. Input the quantity deployed
12
3
4
65
1. Go to “Extended Profile”2. Click “Add Competitor Profile” in Competitor section3. Click the selection icon4. Search and select the correct Competitor and click “OK”5. Input quantity purchased6. Input quantity deployed
Compete DiscoveryS
ale
s S
cen
ari
oC
om
pete
D
iscovery
Data element Siebel/PSM Location Question & Field Count Time required
OpenOffice
Extended Profile -> Competitor -> “Competitor Name” or “Category”, “Purchased
Quantity”,“Deployed Quantity”
2 questions & 3 fields
10 minutes per competitor
Google Apps 2 questions (same as above) & 3 fields
OptionalLotus NotesSalesforce.comMy SQL/OracleOthers?
Questions may vary & 3 fields for each
2
3
4
65
If customer doesn’t use the required Competitor, use “Not Present” value.If customer won’t disclose, use the “Not Disclosed” value.
IO Discovery (Siebel Entry)IO
D
iscover
y
Core IO ProfileLocal Attributes ->
“Type”, “Value”, “Text”,“Number”, “Date”
7 questions & 35 fields40 to 60
minutes each for IO
BP IO Profile 13 questions & 65 fields****
Data element Siebel/PSM Location Question & Field Count Time required
0 Not Asked
1 Asked, Didn’t answer
2 Asked, Not Interested
3 Planning/Deploying on MS Technology
4 Planning/Deploying on non-MS Technology
5 Interested, Partner Opportunity
6 Interested, Do It Yourself Opportunity
1 2 3 4 5Select Capability: Select Level:* Select Outcome: Time StampAdd Notes [optional]
1 2 3 4 5
*Level text customized by capability
Core IO: Identity and Access Management
Core IO: Security Infrastructure
Core IO: Desktop Management
Core IO: Virtualization
Core IO: Server Management
Core IO: Mobile Device Management
Core IO: Data Protection and Recovery
Basic - 80% or less administered
Standardized - Greater than 80% authenticating; without role based profiles (No Group Policy)
Rationalized - user access and role-based profiles, administered manually (Group Policy)
Dynamic - user access and role-based profiles, administered automatically
Free for text for IAM/ITM to enter conversation details Include date of Assessment
for that capability
IO Discovery – Core IOIO Model IO Capability Question Basic Standardized Rationalized DynamicCore IO Identify and
Access Management
How do you administer identity and access?
Basic - Multiple Directories; without centralized directory for authentication.
Standardized - Centralized Directory; using Active Directory? (or other directory)
Rationalized - Centralized Identity Management; standard configuration, group policy management and Inforation protection.
Dynamic - Centralized with Automated accounts provisioning; secure network access and federated services
Core IO Security Infrastructure
What is the current state of your security infrastructure?
Basic - Basic firewall and Ad Hoc antivirus and network services
Standardized - Standardized antivirus, centralized firewall and internal DNS, DHCP
Rationalized - Policy managed; secure remote acess; consolidation of branch security, policy managed firewalls on server and client, secure wireless and client side certificates
Dynamic - Integrated threat management and mitigation across client and server edge; quarentine, SIP for secure communication and presence.
Core IO Desktop Management
How do you manage your desktop infrastructure?
Basic - Multiple OS, ad hoc image management and ad hoc patch management
Standardized - Standard image strategy, automated patch management
Rationalized - Automated OS image deployment, layered image strategy, configuration monitoring, app compatibility testing, app distribution for 80% of desktop.
Dynamic - Service level monitoring of desktops and apps. Event and performance management on client systems. Proactively monitor OS and user experience.
Core IO Virtualization How do you use virtualization?
Basic - Ad hoc terminal services and ad hoc virtual services OR no virtualization.
Standardized - Virtualization for development and test environments.
Rationalized - Virtualization for server consolidation, virtualization in branch offices and terminal services
Dynamic - Desktop Virtualization, Virtual workload management and provisioning, VHD based recovery, centralized enterprise virtual machine management
Core IO Server Management
How do you manage and monitor your production servers?
Basic - Manual server monitoring OR monitoring below OS for 80% of critical servers. Ad hoc backup.
Standardized - Monitoring OS for 80% of critical servers. Defined set of standard images. Backup / restore on 80% of critical servers.
Rationalized - SLA monitoriong of mission critical servers. IT service level reporting, automated OS deployment, centralized management of branches. Backup SLAs, clustering, restore via virtualization.
Dynamic - Service level monitoring of desktops and apps. Model enabled desired configuration.
Core IO Mobile Device Management
How do you manage your mobile devices?
Basic - Unmanaged mobile devices.
Standardized - mobile device provisioning, security policy, remote wipe, policy enforcement
Rationalized - provisioning & authorization for mobile devices, Mobile applications, certificates for mobile devices
Dynamic - Standard mobile OS, application push, access to LOB, automated management (patch, bootstrap, asset mgmt)
Core IO Data protection and recovery
How do you backup and protect business data stored on your servers
Basic - No formal procedures in place
Standardised - Backup of all critical servers
Rationalized - backup of all servers
Dynamic - Fully automated data protection and recovery
IO Discovery – BP IOIO Model IO Capability Question Basic Standardized Rationalized DynamicBPIO Collaborative Workspaces and Portals Which of the following most closely describes
how your company uses collaborative workspaces and portals today?
Basic - We don’t share files electronically; OREmail and/or file shares/folders are on the network.
Standardized - Some ad-hoc collaborative workspaces or portals; AND/OR Advanced workspaces that allow IT or end-users the ability to create and provision content as well as control other users' access, editing, and versioning rights to this content.
Rationalized - A single collaboration and portal infrastructure across the company that has advanced features like external collaboration enabled (e.g. the ability to securely host and share information, files and content with external partners/customers).
Dynamic - End users have the ability to view and interact with data from a line of business system (e.g. Oracle, SAP, Microsoft Dynamics) within their workspace or portal, without having to separately log into that LOB system.
BPIO Social Computing Which of the following most closely describes how social computing occurs in your company today?
Basic - Not aware of any company use of social computing capabilities like wikis, blogs and RSS feeds.
Standardized - Some use of wikis, blogs and RSS feeds, however they are not available company-wide and are not fully supported/provisioned by IT.
Rationalized - Content-centric social computing capabilities are integrated into our existing productivity infrastructure and/or our desktop applications (such as blogs and wikis on the corporate intranet or RSS feeds available in your IT-supported email client).
Dynamic - People-centric social computing capabilities are integrated into productivity infrastructure (e.g. social tagging, social networking, social network analysis) and are extensively used across the organization.
BPIO Messaging Which of the following most closely describes how email and calendaring occurs in your company today?
Basic - IT doesn’t support a corporate email solution; ORBasic email without the ability to view the calendars and contact information for other peers within our company. Little to no IT support.
Standardized - An email and calendar solution with basic anti-virus, anti-spam, anti-phishing protection and disaster recovery. IT supports email at the platform level which may include providing users with secure remote online and offline access to email and calendaring functionality.
Rationalized - An email platform that supports advanced compliance capabilities like archiving, journaling, and policy enforcement at the user level that is supported by IT. A significant proportion of employees have outside the firewall access to their company email, calendar, and contacts via mobile devices.
Dynamic - Email has advanced features like Information Rights Management (IRM), which enables colleagues access to availability/calendaring and ensures that viewing attachments permissions are granted only to specified roles/audiences.
BPIO Instant Messaging and Presence Which of the following most closely describes your company's current use of instant messaging and users' presence information?
Basic - We do not use an instant messaging program for company or other work-related communications; ORWe use a publicly available instant-messaging program such as Yahoo! Messenger or MSN Messenger) for some company or other work-related communication.
Standardized - We use a secure and managed instant messaging solution that incorporates a unified directory of rich contact, role, reporting hierarchy, and presence information for colleagues across the company.
Rationalized - Rich, integrated presence detection where User A can "see" or detect User B's online/offline status/presence within both different desktop productivity applications and different line-of-business applications.
Dynamic - Integration of full unified communications extended to business processes and communications workflow.
BPIO Conferencing Which of the following most closely describes how web conferencing occurs in your company today?
Basic - Web conferencing is not used at my company, to my knowledge; ORWeb conferencing, with audio usually provided over the phone or via a separate system. Little to no IT support.
Standardized - A web conferencing solution that is both standardized for our company and is supported by IT.
Rationalized - A standardized and IT-managed solution that offers integrated web/audio/video conferencing.
Dynamic - Software-centric Voice over IP (VoIP) that is integrated with employees PC and the phone network. There are no PBX phones as PC is used as primary voice device for full telephony functionality (i.e. make and receive calls).
BPIO Voice Which of the following most closely describes how real-time voice communications (i.e. phone calls and voice mails) occur in your company today?
Basic - Traditional phones via a Private Branch eXchange (PBX), for example.
Standardized - An IP telephony solution with voice mail available on our phones but not available in desktop applications as multimedia files attached to emails, for example.
Rationalized - Our personal computers. Employees use desktop applications to make and receive voice calls. Also, voice mail as well as faxes and emails are integrated into a unified inbox.
Dynamic - Software-centric Voice over IP (VoIP) that is integrated with employees PC and the phone network. There are no PBX phones as PC is used as primary voice device for full telephony functionality (i.e. make and receive calls).
BPIO Document/Records Management Which of the following most closely describes how documents and records management occur in your company today?
Basic - Storing content in local drives and file shares. Any archiving of content is done manually.
Standardized - Departmental document and records repositories that are not connected or available company-wide.
Rationalized - Integrated repositories to manage documents and records, with advanced search for Line-Of-Business data and people.
Dynamic - Structured authoring with XML standards, such as Extensible Business Reporting Language (XBRL), or the reporting language developed specifically for the automation of business information requirements.
BPIO Web Content Management Which of the following most closely describes how web content management primarily occurs in your company today?
Basic - We don’t update content to the web or don’t have a company web site; ORA basic web server, with a webmaster, controlling publishing.
Standardized - Multiple authoring tools are used to update sites across the company.Departmental Document & Records Repositories
Rationalized - An integrated or multi-tier infrastructure that enables appropriate users to author and publish to intranet, extranet, and internet sites.
Dynamic - In addition, a single authoring tool is available for all internet and extranet sites in the company.
BPIO Forms Which of the following most closely describes how forms management occurs in your company today?
Basic - We don’t migrate data from paper forms into electronic ones; ORWe manually re-enter data from paper-based forms to electronic.
Standardized - We have departmental electronic forms with transactional workflow.
Rationalized - We have forms-based solutions that support company-wide business processes and forms are available mobile/offline.
Dynamic - We have forms and workflow orchestration across departments and systems across the organizations.
BPIO Enterprise Search Which of the following most closely describes how your company today maintains enterprise search standards and capabilities?
Basic - We do not offer enterprise search capabilities; ORNo search standards in place that is applicable across the company. For example, our company may have a complex or specialized search application deployed in a "silo'd" way for a limited number of users.
Standardized - A single index across multiple data sources implemented in a standardized approach for both desktop and server-side search. For example, we have the ability to do simple, text-based query refinements by property and scope (e.g. all intranet sites, “search for people” specifically rather than just content, etc.).
Rationalized - Search is integrated with one or more of our company's business productivity infrastructure investments such as enterprise content management, portals, collaboration, or line-of-business applications.
Dynamic - A single way to access all information across the organization, structured or unstructured. Search interface is consistent and contextual in applications and users can leverage a search box or search data as unified taxonomy exists for all key business data.
BPIO Performance Management What tools does your company primarily use to help its employees make better business decisions?
Basic - Stand-alone spreadsheets, often a high reliance on IT for data.
Standardized - IT-driven report creation/distribution. Rationalized - User-driven report creation & analysis; could include wizard-based publishing.
Dynamic - Predictive analytics, often with embedded reporting within the business process.
BPIO Reporting and Analytics Which best describes the format most often used to share information across the company?
Basic - Reports in paper, email, or desktop applications like Word or Excel.
Standardized - IT-driven static reports are made available on the web.
Rationalized - Dynamic, shared, collaborative, access controlled, interactive reports.
Dynamic - Decision Support Systems such as dashboards, interactive reporting or dynamic scorecards.
BPIO Data Warehousing Which of the following best describes your company’s current data warehouse environment? The term "data warehouse" refers to a repository of an organization’s electronically stored data which may potentially include things like business intelligence tools, tools to extract, transform, and load (ETL tools) data into the repository, and tools to manage and retrieve data.
Basic - We do not currently have a “data warehouse”.
Standardized - Most departments/divisions have their own non-centralized analysis and reporting database (datamart) but no centralized ETL tools; AND We built a functional corporate datamart with basic ETL packages/tools to load data.
Rationalized - Centralized and managed data warehouse with automated ETL design, implementation and maintenance.
Dynamic - Formal Business Intelligence solution which includes master data management, as part of business process automation.
Resources and ToolsAD&P Landing Page – Most current information related to AD&P in FY10 and beyond. Link can be found on the WW Tele Process Library here.
Data Defects List (TBD) – The best resource for detailed AD&P information at a summary and account level. Can be used to identify which accounts within an Area / Sub / Territory are not properly profiled.
AD&P Data Quality Scorecard (TBD) – To track Area/Subsidiary progress towards monthly goals.
SMS&P Operational Dashboard (TBD) – To track L1 summary information related to monthly progress which is presented to the executive team.
Readiness links (TBD))
IO Questions spreadsheet
AD&P Data Capture Template (TBD)
