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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