PacktLib: Customer Success with Microsoft Dynamics Sure Step

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

www.PacktPub.com

Preface

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

Solution Selling and Driving Due Diligence

Driving value for the customer and solution provider

What it means to be solution centric

Solution selling concepts

The Microsoft Solution Selling Process

Summary

Solution Envisioning with Sure Step

The Sure Step Diagnostic phase

Diagnostic for a new Dynamics customer

Diagnostic leveraging of the Accelerated POC with the CRM Online service

The Diagnostic phase for a current Dynamics customer

Supporting the customer's buying cycle

Positioning solutions for specific industries

Quick reference

Summary

Managing Projects

About projects and project management

The four pillars of project success

Project management essentials

Adopting project management

Indispensable organizational benefits

Summary

Implementing with Sure Step

Implementation approaches in Sure Step

Waterfall-based implementation project types

Setting up a program for solution rollout

Sure Step waterfall implementation phases

The Analysis phase

The Design phase

The Development phase

The Deployment phase

The Operation phase

The Agile Implementation project type

Summary

Quality Management and Optimization

Understanding the quality management manifestation in Sure Step

Controlling quality within project types

The Sure Step Optimization Offerings

Summary

Upgrading with Sure Step

Decision Accelerator Offerings and the Diagnostic phase

Delivering Upgrade

Summary

Project and Organizational Change Management

The Sure Step Project Management Library

Organizational Change Management

Aligning to other project methodologies

Sure Step's Projects feature

Summary

A Practical Guide to Adopting Sure Step

Don't park your brain outside

Making your Sure Step adoption program

The Key Documents Visio diagram

Some tips from real, conducted Sure Step adoption programs

How to access Sure Step

Preparing for the Sure Step certification exam

Sure Step for ISVs

Summary

Summary and Takeaways

What we now know about Sure Step

Sure Step updates

Key takeaways

Summary

Bibliography

Bibliography

Bibliography

Bibliography

Bibliography

Bibliography

Bibliography

Bibliography

Bibliography

Bibliography

Bibliography

Index