Customer Success with Microsoft Dynamics Sure Step电子书

Customer Success with Microsoft Dynamics Sure Step

Table of Contents

Customer Success with Microsoft Dynamics Sure Step

Credits

Foreword

About the Author

Acknowledgments

About the Author

Acknowledgments

About the Author

Acknowledgments

About the Reviewer

Acknowledgments

About the Reviewer

Acknowledgments

About the Reviewer

Acknowledgments

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Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Downloading the color images of this book

Errata

Piracy

Questions

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

2. Solution Selling and Driving Due Diligence

Driving 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 trust

Building a 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

3. Solution Envisioning with Sure Step

The Sure Step Diagnostic phase

The concept of Decision Accelerator (DA) Offerings

Diagnostic 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 infrastructure implications

Estimating delivery costs, approaches, plans, and roles

Phased approaches and staging options for multiple site deployments

Reducing risk perception

Estimating the Return on Investment

Developing the project charter and proposal

Closing the sales cycle

Initiating the delivery cycle

Other 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 Offerings services to upgrade engagements

Supporting the customer's buying cycle

Defining organizational needs

Determining the right solution

Understanding and mitigating risks

Approach to upgrade existing solutions

Positioning solutions for specific industries

Industry/vertical solutions

The manufacturing industry

The public sector industry

Use case – Decision Accelerator for a local government council

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

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 quality-driven companies prefer project management

The four pillars of project success

Communication matters

Rule number 1 – communication requires interaction

Rule number 2 – e-mail does not equal project communication

Rule number 3 – be brief

Rule number 4 – set clear expectations

A proactive attitude makes the difference

Rule number 1 – look ahead and prevent

Rule number 2 – be proactive with interactions

Rule number 3 – a measure for early warning signals

Creating a guiding project culture

The importance of closing

Project management essentials

A project life cycle and its phases

What is a phase?

Respecting the phase-based approach

Project management processes

Breaking it up!

From estimate to follow up

WBS as an estimation instrument

Follow up based on WBS

WBS as a central concept

Adopting project management

The tireless quest for the perfect espresso

Embracing change

Indispensable organizational benefits

A core competency for your company

Profitable projects

Satisfied customers and happy employees

Summary

5. Implementing with Sure Step

Implementation approaches in Sure Step

The notion of phases and cross phases

Waterfall-based implementation project types

The Rapid project type

The Standard project type

The Enterprise project type

Setting up a program for solution rollout

Phased solution rollouts

Multisite engagements

Sure Step waterfall implementation phases

The Analysis phase

The start of the project

Start your engines

Expect some delays

A chance to establish the project culture

A look back

A good project charter is priceless

Project planning sessions

Kick off your communication culture

Wrapping up

To train or not to train?

The uncontrolled Analysis phase

Scenarios for real-life analysis

Back to square one

Scope creep sneaking in

No issues, no risks

Analyze what?

Go for interim analysis deliverables

Managing scope creep during the Analysis phase by means of Fit Gap Analysis

Do not forget about data migration

Interact with the infrastructure department

The Design phase

Do we really need a Design phase?

The risk of a passive Design phase

All activity in the Sure Step Design phase

We are implementing a standard package solution

From requirements to design

Document and implement

Initiate testing

Interact with the infrastructure department

Don't give up on data migration

Start planning the deployment

The Development phase

Developers only?

Develop and freeze custom code

Complete the testing

Last call for changes

Can process models still change?

Start finalizing

Finalize the system configuration and ISV solution setup

Finalize design updates

Hand over non-production environments

The Deployment phase

What is critical for a successful deployment?

Trainers' evangelists for change

Conduct end user training

Compose the trainer team

What about the data?

The Go-Live as the user acceptance test

Your continued key user interaction will now pay off

Early planning and commitment making the difference

The focus of the user acceptance test

Document and analyze the results

Execute performance tests

Infrastructure readiness

Check and cross-check

Ready to take off

The Operation phase

Provide post-Go-Live support

Some things to do

Clear pending items

Finalize knowledge transfer

Conduct performance tuning and optimization

Transition the solution to support

To close or not to close

Closing – a nice little job?

Building it up

The core challenge

Sign please!

The Agile Implementation project type

Use case: Agile project type for a multinational chemicals customer

Use case: Rapid project type for a GP customer

Use case: Enterprise project type usage by a global advertising organization

Summary

6. Quality Management and Optimization

Understanding the quality management manifestation in Sure Step

Controlling quality within project types

Quality activities embedded in program management

Key quality and testing cross-phase activities

Feature Testing

Unit Testing

Function Testing

Sub-Process Testing

Process Testing

Data Acceptance Testing (DAT)

Integration Testing

Performance Testing

User Acceptance Testing (UAT)

The Sure Step Optimization Offerings

Optimization Offering for Microsoft Dynamics AX

Optimization Offering for Microsoft Dynamics CRM

Optimization Offering for Microsoft Dynamics GP

Optimization Offering for Microsoft Dynamics NAV

Optimization Offering for Microsoft Dynamics SL

Understanding key Proactive and Post Go-Live services for AX and CRM

Architecture Review

Design Review

Customization Review

Performance Review

Upgrade Review

Health Check

Project Governance and Delivery Review

Optimization Offerings and their benefits

Use case – Technical Review services usage by Global Advertising Organization

Use case – Project Governance and Delivery Review service usage by partner

Summary

7. Upgrading with Sure Step

Decision Accelerator Offerings and the Diagnostic phase

Phase 1 – Need Determination

The Upgrade Assessment Decision Service

Phase 2 – additional services and when to avail them

Phase 3 – Risk Evaluation

Determining the Upgrade approach and release schedule

Delivering Upgrade

The Analysis and Design phases

The Development, Deployment, and Operation phases

Use case – Microsoft Dynamics Upgrade by a nondurable products manufacturer

Summary

8. Project and Organizational Change Management

The Sure Step Project Management Library

Understanding project management disciplines

Risk management

Scope management

Time and cost management

Resource management

Communication management

Quality management

Procurement management

Integration management

Organizational Change Management

Organizational Change Management in Sure Step

Defining the OCM Strategy

Aligning and mobilizing leadership

Engaging stakeholders

Aligning an organization

Enabling the organization

Aligning to other project methodologies

Prince2 and Sure Step

Sure Step's Projects feature

Sure Step Project Creation Wizard

Creating projects on a local drive

Creating projects on a SharePoint server

Sure Step Online Project Creation Wizard

Customizing Sure Step templates using the Projects feature

Summary

9. A Practical Guide to Adopting Sure Step

Don't park your brain outside

Executing strategy

Managing change

Why change initiatives fail

Underestimating the need for a clear vision of the desired change

Failing to clearly communicate the vision

Failing to build a substantial coalition

Permitting roadblocks against the vision

Not generating a sense of urgency tied to improved performance

Not building a plan for short-term wins

Failing to lead and coach changes in the business behavior

Failure of managers to operate in and above day-to-day execution

Not practicing what you preach

Failing to anchor changes in the business culture

Making your Sure Step adoption program

Creating a roadmap

Diagnosis

The Sure Step champion

The V-team

Analysis

Design

Development

Deployment

Operations

The value of the adoption program

GROW into new behaviors

The Key Documents Visio diagram

Some tips from real, conducted Sure Step adoption programs

How to access Sure Step

Sure Step 2012

Sure Step Online

Key differences between Sure Step 2012 and Sure Step Online

Preparing for the Sure Step certification exam

Sure Step for ISVs

Classifying ISVs

How ISVs can benefit from the Sure Step program

ISV artifacts for Sure Step

Sure Step and the CfMD program

Use case – Sure Step adoption by a small Dynamics partner

Summary

10. Summary and Takeaways

What we now know about Sure Step

The Sure Step value proposition

Sure Step revisited – summary and quick reference

Sure Step updates

Sure Step Online

Sure Step and Lifecycle Services

Key takeaways

Takeaways for customer due diligence and solution selling

Implementation takeaways

Sure Step adoption takeaways

General takeaways

Summary

A. Bibliography

Chapter 1

Chapter 2

Chapter 3

Chapter 4

Chapter 5

Chapter 6

Chapter 7

Chapter 8

Chapter 9

Chapter 10

Index