Optimising Your Existing Microsoft Dynamics Customer Relationships

1. Optimising Your Existing Microsoft Dynamics Customer Relationships Claire Kennedy Microsoft Dynamics ERP Product Manager

2. Delivering Value Throughout Customer Lifecycle Welcome & Activation Benefit Usage Lapsed Recovery Customer LifeCycle Renew Unleash & Re-educate

3. Welcome Welcome • 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

4. Using the benefits Use “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 .

5. Using the benefits Use 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.

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

7. Using the benefits Use 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

8. What is Unleash? Unleash

9. What is Unleash? Unleash

10. Renew 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

11. 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

12. Customers love it Renew • Insurance on their investment - Listen to what they have to say VIDEO

13. 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