Use Sure Step methodologies to deliver quality, on time, and on budget business solutions to your clients About This Book Understand how Sure Step helps you envision and implement the right Microsoft Dynamics solution for your business needs Learn how to develop a process for solution selling using Sure Step Understand the review and optimization offerings available to further enhance your solution delivery during and after go-live Gain knowledge of the project and change management in Sure Step Who This Book Is For If you are involved in one or more of the roles stated below, then this book is for you If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Microsoft Dynamics solutions, this book will teach you how you can improve the quality of your implementation with a consistent, repeatable process. If you are a Customer Project Manager, Subject Matter Expert, Key User, or End User involved in selecting the right business solution for your organization and delivering the Microsoft Dynamics solution, this book will help you determine how the method facilitates the delivery of a solution that is aligned to your vision. If you are a Sales Executive, Services Sales Executive, Technical Sales Specialist, Pre-Sales Consultant, or Engagement Manager involved in the sales of Microsoft Dynamics solutions, this book will help you to understand how you can accelerate your sales cycle and bring it to a close If you are the Customer Decision Maker, CxO, Buyer, or Project Manager who participates in the selection process for your business solution needs, this book will show you how to determine how this process can help your due diligence exercise and set the stage for a quality implementation of the solution If you are a Change Management expert, this book will enable you to learn how you can help the customer manage organizational change during the business solution
In Detail
Sure Step is a full lifecycle methodology to help you envision and deliver your Microsoft Dynamics solutions portfolio. Maximize your Microsoft Dynamics investments and increase your efficiency to select, sell, deliver, operate, and support your solution.
"Customer Success with Microsft Dynamics Sure Step" explains the architecture and content elements of the Sure Step methodology, enabling you to successfully envision and deliver your Microsoft Dynamics AX, CRM, GP, NAV, and SL solutions. Learn solution selling techniques and implementation lessons to successfully engage with and foster customers for life.
This book provides detailed coverage showing you how to use the methodology to successfully deliver Microsoft Dynamics solutions for your business. It explains the architecture and content elements that enable you to successfully envision and deliver your Microsoft Dynamics AX, CRM, GP, NAV, and SL solutions. As a solution provider, you will also learn solution selling techniques, and as a customer, you will learn how the methodology can help you select the right solution.
"Customer Success with Microsft Dynamics Sure Step" begins with a focus on envisioning the Microsoft Dynamics solution for the customer. It then describes how to deliver the promised solution in a timely, high-quality manner. Learn how the customer and solution provider work together to select the right solution to meet the organization's needs. Learn how Sure Step helps improve the overall quality of your Microsoft Dynamics solution, including coverage of proactive and post go-live optimization offerings and a thorough explanation of how to upgrade your Dynamics solutions to the latest release of the products. Understand the essence of Dynamics projects and how to successfully deliver these business solutions, in addition to getting to grips with the project and change management disciplines and processes. You will also get guidance on adopting Sure Step if you are looking to develop a consistent set of processes in your organization.
If you are an experienced practitioner but new to the Microsoft Dynamics space, or just getting into ERP/CRM solutions, "Customer Success with Microsft Dynamics Sure Step" will arm you with resources to deliver business solutions that meet or exceed the expectations of your customers.
Approach
"Customer Success with Microsft Dynamics Sure Step" is a focused tutorial of Microsoft Dynamics solution envisioning and delivery, rather than a step-by-step guide into project management. It will equip you with the tactics required to plan, align, and orchestrate your solution selling activities, as well as help you to be efficient, proactive, goal driven, and flexible in your Microsoft Dynamics engagements.
Who this book is for
If you are involved in one or more of the roles stated below, then this book is for you:
- If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Microsoft Dynamics solutions, this book will teach you how you can improve the quality of your implementation with a consistent, repeatable process.
- If you are a Customer Project Manager, Subject Matter Expert, Key User, or End User involved in selecting the right business solution for your organization and delivering the Microsoft Dynamics solution, this book will help you determine how the method facilitates the delivery of a solution that is aligned to your vision.
- If you are a Sales Executive, Services Sales Executive, Technical Sales Specialist, Pre-Sales Consultant, or Engagement Manager involved in the sales of Microsoft Dynamics solutions, this book will help you to understand how you can accelerate your sales cycle and bring it to a close.
- If you are the Customer Decision Maker, CxO, Buyer, or Project Manager who participates in the selection process for your business solution needs, this book will show you how to determine how this process can help your due diligence exercise and set the stage for a quality implementation of the solution.
- If you are a Change Management expert, this book will enable you to learn how you can help the customer manage organizational change during the business solution delivery process, and/or help solution providers adopt a process for selling and delivering solutions.
In Detail Sure Step is a full lifecycle methodology to help you envision and deliver your Microsoft Dynamics solutions portfolio. Maximize your Microsoft Dynamics investments and increase your efficiency to select, sell, deliver, operate, and support your solution. "Customer Success with Microsft Dynamics Sure Step" explains the architecture and content elements of the Sure Step methodology, enabling you to successfully envision and deliver your Microsoft Dynamics AX, CRM, GP, NAV, and SL solutions. Learn solution selling techniques and implementation lessons to successfully engage with and foster customers for life. This book provides detailed coverage showing you how to use the methodology to successfully deliver Microsoft Dynamics solutions for your business. It explains the architecture and content elements that enable you to successfully envision and deliver your Microsoft Dynamics AX, CRM, GP, NAV, and SL solutions. As a solution provider, you will also learn solution selling techniques, and as a customer, you will learn how the methodology can help you select the right solution. "Customer Success with Microsft Dynamics Sure Step" begins with a focus on envisioning the Microsoft Dynamics solution for the customer. It then describes how to deliver the promised solution in a timely, high-quality manner. Learn how the customer and solution provider work together to select the right solution to meet the organization's needs. Learn how Sure Step helps improve the overall quality of your Microsoft Dynamics solution, including coverage of proactive and post go-live optimization offerings and a thorough explanation of how to upgrade your Dynamics solutions to the latest release of the products. Understand the essence of Dynamics projects and how to successfully deliver these business solutions, in addition to getting to grips with the project and change management disciplines and processes. You will also get guidance on adopting Sure Step if you are looking to develop a consistent set of processes in your organization. If you are an experienced practitioner but new to the Microsoft Dynamics space, or just getting into ERP/CRM solutions, "Customer Success with Microsft Dynamics Sure Step" will arm you with resources to deliver business solutions that meet or exceed the expectations of your customers.Approach "Customer Success with Microsft Dynamics Sure Step" is a focused tutorial of Microsoft Dynamics solution envisioning and delivery, rather than a step-by-step guide into project management. It will equip you with the tactics required to plan, align, and orchestrate your solution selling activities, as well as help you to be efficient, proactive, goal driven, and flexible in your Microsoft Dynamics engagements.Who this book is for If you are involved in one or more of the roles stated below, then this book is for you: If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Microsoft Dynamics solutions, this book will teach you how you can improve the quality of your implementation with a consistent, repeatable process. If you are a Customer Project Manager, Subject Matter Expert, Key User, or End User involved in selecting the right business solution for your organization and delivering the Microsoft Dynamics solution, this book will help you determine how the method facilitates the delivery of a solution that is aligned to your vision. If you are a Sales Executive, Services Sales Executive, Technical Sales Specialist, Pre-Sales Consultant, or Engagement Manager involved in the sales of Microsoft Dynamics solutions, this book will help you to understand how you can accelerate your sales cycle and bring it to a close. If you are the Customer Decision Maker, CxO, Buyer, or Project Manager who participates in the selection process for your business solution needs, this book will show you how to determine how this process can help your due diligence exercise and set the stage for a quality implementation of the solution. If you are a Change Management expert, this book will enable you to learn how you can help the customer manage organizational change during the business solution delivery process, and/or help solution providers adopt a process for selling and delivering solutions Content: Cover Copyright Credits Foreword About the Author About the Reviewer www.PacktPub.com Table of Contents Preface Chapter 1: Background and Concepts The business solutions market Building a solution strategy with pace layering The two-tier approach, cloud computing, and workloads The importance of a methodology The importance of a methodology for solution selection Introducing Microsoft Dynamics Sure Step Microsoft Dynamics overview Understanding what a project is Implementing the solution ERP and CRM implementations and statistics Summary. Chapter 2: Solution Selling and Driving Due DiligenceDriving value for the customer and solution provider Value realization and measurement What it means to be solution centric Solution selling concepts Solution selling -- the buyer's perspective Building the trust Building the vision Determining the right time to demo the solution Staying aligned with the buyer Vision processing -- creation and reengineering The Microsoft Solution Selling Process Summary Chapter 3: Solution Envisioning with Sure Step The Sure Step Diagnostic phase. The concept of Decision Accelerator (DA) OfferingsDiagnostic for a new Dynamics customer Starting the discovery process Microsoft Dynamics Lifecycle Services tools and alignment with Sure Step The first step to envisioning the future state Identifying the right solution Determining the infrastructure implications Estimating the delivery costs, approach, plans, and roles Phased approach and staging options for multiple site deployments Reducing the risk perception Estimating the Return on Investment Developing the project charter and proposal Closing the sales cycle. Initiating the delivery cycleOther aspects of the Decision Accelerator offering services Diagnostic leveraging of the Accelerated POC with the CRM Online service The Diagnostic phase for a current Dynamics customer Assessing the upgrade requirements Applying the other Decision Accelerator services to upgrade engagements Supporting the customer's buying cycle Defining organizational needs Determining the right solution Understanding and mitigating risks Approach for upgrading existing solutions Positioning solutions for specific industries Industry/vertical solutions. The manufacturing industryThe public sector industry The retail industry Service industries Cross-industry/horizontal solutions Cross-industry customer care solutions xRM or extended CRM solutions Future industry and cross-industry solution content Quick Reference Summary Chapter 4: Managing Projects About projects and project management Myths and resistance Is project management an overhead? Is project management an obstacle to flexibility? Is project management unsalable? Why project management? The alternative Using our own methodology. Why are employees important? There are few tools on the market designed to help employees impacted by change. Ironically, nearly one-fourth of major change initiatives fail because employees are fearful of and resistant to change. Empowering employees in change The Employees Survival Guide to Change answers questions most employees are unwilling to ask and uncovers what it takes to survive and thrive in todays changing workplace. Employees will learn the ADKAR model and become effective change agents, instead of difficult change barrier.What will the Employees Survival Guide to Change do for you? * Avoid the loss of valued employees and minimize business disruption from the change * Answer the questions employees are afraid to ask * Describe the phases of the change and what employees can expect * Garner support from employees who would otherwise resist the change * Create an attitude of Can-do rather than Not my job ""Microsoft Dynamics Sure Step 2012"" is a focused tutorial of Microsoft Dynamics solution envisioning and delivery, rather than a step-by-step guide into project management. It will equip you with the tactics required to plan, align, and orchestrate your solution selling activities, as well as help you to be efficient, proactive, goal driven, and flexible in your Microsoft Dynamics engagements. If you are involved in one or more of the roles stated below, then this book is for you: If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Micros After years of research with hundreds of organizations, employees now have the tools to succeed during organizational change. Practical information and real-life examples offer understanding about why change is happening and how to control it. Discover how you can survive and thrive in today's changing workplace. - Back cover
