Optimising Your Existing Microsoft Dynamics Customer Relationships

Claire KennedyMicrosoft Dynamics ERP Product Manager

Delivering Value Throughout Customer Lifecycle

CustomerLifeCycle

Renew

Unleash & Re-educate

Welcome & Activation Benefit

UsageLapsedRecovery

Purchase

Implement

Use

Improve

Use

Change / Continue

• Microsoft - Welcome call and CustomerSource intro

• Thru Partner - Welcome Kit– Microsoft Dynamics – Business Management Solutions brochure– Microsoft Dynamics Customer Reference Program brochure– Microsoft Dynamics CustomerSource Brochure– Business Ready Enhancement Plan Customer Services Guide – Thank You Card– Customer Profile Card– Media

– Suggestions, partner add-ins, digital delivery

WelcomeWelcome

“By empowering our customers with the Business Ready Enhancement Plan benefits such as CustomerSource and eLearning we can concentrate on adding true value to our customer engagements and meeting their specific needs, which leads to more profitable business for us.”—Martin Wildsmith, Business Development Director, Eclipse Computing .

Use

Using the benefits

Using the benefits 5 reasons you should care about CustomerSource

• Customers more proactive in contacting their partner for upgrades and services.

• CustomerSource assists customers to resolve their day-to-day technical support issues and meet their training needs, allowing you to focus on larger, more profitable services.

• Giving customers access to the many benefits they pay for in their service plan helps build more trust and loyalty in your customer relationships.

• ROI - CustomerSource users on average have higher satisfaction scores, are more likely to repurchase their service plans, have more strategic relationships with their partner and Microsoft, and tend to keep buying software.

• From a competitive perspective, CustomerSource provides access to training around the clock in multiple languages, supplementing all Microsoft Dynamics and related product lines with partner-defined, customised training tailored specifically to the individual organisation’s requirements.

Use

Only 52% customers activated on Customersource• Low usage by some that are activated

Low uptake on ‘Technical’ upgrades

Customer Surveys – low scores for• Clear/Useful Documentation• Integration with other Software Vendors• Reporting/Analytics• Fits Industry Needs

Use

Using the benefits (or not as it may be!)

Actions

• MS calling down unactivated customers• Continue Welcome calls• Live Meetings on specific subjects starting with NAV SP1

– Partners please supply suggestions• Partner ready customer presentations “user group in a

box”• Customer Services Lifecycle Partner Marketing guide

Use

Using the benefits

What is Unleash?Unleash

What is Unleash?Unleash

Renew

• Used Lapsed rebate offers, customer offers to drive awareness and renewal

• For all promotional offers customers must be current on BREP, ‘Loyalty’ offers expand BREP benefits

• Inside Sales make calls to customers T+10 >$10K• Track by partner and product

Communication and consistency – sell the benefits well in advance of the renewal

Renew

• “Hands-on acknowledge the commitment to Hands-on Systems and Microsoft that our clients make in purchasing Microsoft Dynamics BREP and in keeping their software up to date. Making use of the Microsoft Maintenance Plan to keep their software up to date helps us to provide clients with fast and efficient, value for money, service and support.”

• —John Munnelly, Director Sales and Marketing, Hands-on Systems

Renew

Customers love it

• Insurance on their investment - Listen to what they have to say VIDEO

Renew

Lets Go

• Use the Live Meetings and “user group in a box” and provide further suggestions

• Make someone own your customer experience

• Customer Services Lifecycle Partner Marketing guide