Five Pillars of Success: Microsoft's Approach to Maximising User Adoption and ROI

Tim Mazdon – Customer Success Manager

Thursday 13th July

Our missionTo drive business value through higher adoption and usage with your Dynamics solutions

Firstly, what does a Customer Success Manager do…..

Microsoft Dynamics Journey to Success (DJS)Leveraging proven methodologies for customer success

We leverage and align to Gartner’s Maturity model and Prosci Change Management as tools within our DJS and success planning workshop

Business Value Focuses on measurable

outcomes and Customer

Business Value

Success PlanningEnables a consistent and

repeatable approach to

Customer Success

Continued

EngagementDrives customer

engagement with clear

traceability between

success and our actions

Best

PracticesEnforces best practices to

customer lifecycle

management through

process & maturity model

enablement

Our Deliverables

Customer Success

Plan (CSP)

Success Planning

Workshop (SPW)

Quarterly Business

Review(QBR)

Adoption &

Renewal Check-ins

Achieving ROI mean moving beyond traditional deployment techniques…

Project responsibility Who’s responsibility is this?

Success Planning - The Five Essentials of Success

1. Clarity of Strategy & Goals

2. Change Management &

Adoption

3. Business Process Discipline

4. Infrastructure and Technology

Roadmap

5. Program andOperational Governance

How clear and well

defined is your strategy,

goals and business case

and how well defined

are your KPIs and your

ability to report on

them?

Is CRM vision defined

and linked to Corporate

objectives?

How effective are you

with managing change

in your organization

and how intentional are

you with managing

change through a

programmatic approach

where all activities are

well planned, measured

and reported on?

Is system Adoption

delivering ROI?

How well structured are

your business process

capabilities and how

well aligned are they to

your business strategy?

Are they standardised,

repeatable and

measurable?

Is the CRM Vision

linked to facilitating

processes?

How well defined is

your Technology

roadmap and IT

architecture and how

do you

programmatically

review new technology

needs with your

business including

approach to new

releases?

How effective are you

with managing your

delivery through the

institution of a Program

structure and

enablement of program

management best

practices?

Do you have all

components in place

for Business as Usual

such as support and

continuity plans?

Strong, Active

Executive

Sponsorship

Realizing

Expected

Benefits

Clear

Communication

of Usage

Expectations

A Compelling

Shared CRM

Vision

Well Trained

End-Users

Integration

With Legacy

Systems

Data Quality

Management

Alignment of

Processes and

Technology

Bought-In

End-Users

Investment in

Implementation

and Support

Measurement

of Adoption &

Value

Great Usability

Throughout the

Solution

A Clear CRM

Strategy

Roadmap

A Formal

Super-User

Network

Contributing Factors to CRM success

Questions & Discussion