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Customer Success with Microsoft Dynamics Sure Step

Book Description

Having invested in Microsoft Dynamics, your enterprise will want to make a success of it, which is where this guide to Sure Step comes in, teaching you how to apply the methodologies to ensure optimum results.

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.

What You Will Learn

  • Discover how the methodology supports your buy cycle as you progress through your needs assessment, alternatives assessment, and risk assessment stages
  • Examine the different options for solution delivery, and choose from waterfall and agile approaches
  • Acquire insights on how you can proactively optimize the solution during implementation, as well as continue to maintain the health of your solution in production
  • Determine the right approach and tools available to upgrade your solutions to the current product releases
  • Learn how to align Sure Step with other key Microsoft Dynamics R&D tools such as Lifecycle Services

Table of Contents

  1. Customer Success with Microsoft Dynamics Sure Step
    1. Table of Contents
    2. Customer Success with Microsoft Dynamics Sure Step
    3. Credits
    4. Foreword
    5. About the Author
    6. Acknowledgments
    7. About the Author
    8. Acknowledgments
    9. About the Author
    10. Acknowledgments
    11. About the Reviewer
    12. Acknowledgments
    13. About the Reviewer
    14. Acknowledgments
    15. About the Reviewer
    16. Acknowledgments
    17. www.PacktPub.com
      1. Support files, eBooks, discount offers and more
        1. Why Subscribe?
        2. Free Access for Packt account holders
    18. Preface
      1. What this book covers
      2. What you need for this book
      3. Who this book is for
      4. Conventions
      5. Reader feedback
      6. Customer support
        1. Downloading the color images of this book
        2. Errata
        3. Piracy
        4. Questions
    19. 1. Background and Concepts
      1. The business solutions market
      2. Building a solution strategy with pace layering
      3. The two-tier approach, cloud computing, and workloads
      4. The importance of a methodology
      5. The importance of a methodology for solution selection
      6. Introducing Microsoft Dynamics Sure Step
      7. Microsoft Dynamics overview
      8. Understanding what a project is
      9. Implementing the solution
      10. ERP and CRM implementations and statistics
      11. Summary
    20. 2. Solution Selling and Driving Due Diligence
      1. Driving value for the customer and solution provider
        1. Value realization and measurement
      2. What it means to be solution centric
      3. Solution selling concepts
        1. Solution selling – the buyer's perspective
        2. Building trust
        3. Building a vision
        4. Determining the right time to demo the solution
        5. Staying aligned with the buyer
        6. Vision processing – creation and reengineering
      4. The Microsoft Solution Selling Process
      5. Summary
    21. 3. Solution Envisioning with Sure Step
      1. The Sure Step Diagnostic phase
        1. The concept of Decision Accelerator (DA) Offerings
      2. Diagnostic for a new Dynamics customer
        1. Starting the discovery process
          1. Microsoft Dynamics Lifecycle Services tools and alignment with Sure Step
        2. The first step to envisioning the future state
        3. Identifying the right solution
        4. Determining infrastructure implications
        5. Estimating delivery costs, approaches, plans, and roles
          1. Phased approaches and staging options for multiple site deployments
        6. Reducing risk perception
        7. Estimating the Return on Investment
        8. Developing the project charter and proposal
        9. Closing the sales cycle
        10. Initiating the delivery cycle
        11. Other aspects of the Decision Accelerator Offering services
      3. Diagnostic leveraging of the Accelerated POC with the CRM Online service
      4. The Diagnostic phase for a current Dynamics customer
        1. Assessing the upgrade requirements
        2. Applying the other Decision Accelerator Offerings services to upgrade engagements
      5. Supporting the customer's buying cycle
        1. Defining organizational needs
        2. Determining the right solution
        3. Understanding and mitigating risks
        4. Approach to upgrade existing solutions
      6. Positioning solutions for specific industries
        1. Industry/vertical solutions
          1. The manufacturing industry
          2. The public sector industry
            1. Use case – Decision Accelerator for a local government council
          3. The retail industry
          4. Service industries
        2. Cross-industry / horizontal solutions
          1. Cross-industry customer care solutions
          2. xRM or extended CRM solutions
        3. Future industry and cross-industry solution content
      7. Quick reference
      8. Summary
    22. 4. Managing Projects
      1. About projects and project management
        1. Myths and resistance
          1. Is project management an overhead?
          2. Is project management an obstacle to flexibility?
          3. Is project management unsalable?
        2. Why project management?
        3. The alternative
        4. Using our own methodology
        5. Why quality-driven companies prefer project management
      2. The four pillars of project success
        1. Communication matters
          1. Rule number 1 – communication requires interaction
          2. Rule number 2 – e-mail does not equal project communication
          3. Rule number 3 – be brief
          4. Rule number 4 – set clear expectations
        2. A proactive attitude makes the difference
          1. Rule number 1 – look ahead and prevent
          2. Rule number 2 – be proactive with interactions
          3. Rule number 3 – a measure for early warning signals
        3. Creating a guiding project culture
        4. The importance of closing
      3. Project management essentials
        1. A project life cycle and its phases
          1. What is a phase?
          2. Respecting the phase-based approach
        2. Project management processes
        3. Breaking it up!
        4. From estimate to follow up
          1. WBS as an estimation instrument
          2. Follow up based on WBS
          3. WBS as a central concept
      4. Adopting project management
        1. The tireless quest for the perfect espresso
        2. Embracing change
      5. Indispensable organizational benefits
        1. A core competency for your company
        2. Profitable projects
        3. Satisfied customers and happy employees
      6. Summary
    23. 5. Implementing with Sure Step
      1. Implementation approaches in Sure Step
        1. The notion of phases and cross phases
      2. Waterfall-based implementation project types
        1. The Rapid project type
        2. The Standard project type
        3. The Enterprise project type
      3. Setting up a program for solution rollout
        1. Phased solution rollouts
        2. Multisite engagements
      4. Sure Step waterfall implementation phases
      5. The Analysis phase
        1. The start of the project
          1. Start your engines
          2. Expect some delays
        2. A chance to establish the project culture
          1. A look back
          2. A good project charter is priceless
          3. Project planning sessions
          4. Kick off your communication culture
        3. Wrapping up
        4. To train or not to train?
        5. The uncontrolled Analysis phase
        6. Scenarios for real-life analysis
          1. Back to square one
          2. Scope creep sneaking in
          3. No issues, no risks
        7. Analyze what?
        8. Go for interim analysis deliverables
        9. Managing scope creep during the Analysis phase by means of Fit Gap Analysis
        10. Do not forget about data migration
        11. Interact with the infrastructure department
      6. The Design phase
        1. Do we really need a Design phase?
        2. The risk of a passive Design phase
        3. All activity in the Sure Step Design phase
          1. We are implementing a standard package solution
          2. From requirements to design
          3. Document and implement
          4. Initiate testing
          5. Interact with the infrastructure department
          6. Don't give up on data migration
          7. Start planning the deployment
      7. The Development phase
        1. Developers only?
        2. Develop and freeze custom code
        3. Complete the testing
        4. Last call for changes
          1. Can process models still change?
        5. Start finalizing
          1. Finalize the system configuration and ISV solution setup
          2. Finalize design updates
          3. Hand over non-production environments
      8. The Deployment phase
        1. What is critical for a successful deployment?
        2. Trainers' evangelists for change
          1. Conduct end user training
          2. Compose the trainer team
        3. What about the data?
        4. The Go-Live as the user acceptance test
          1. Your continued key user interaction will now pay off
          2. Early planning and commitment making the difference
          3. The focus of the user acceptance test
          4. Document and analyze the results
        5. Execute performance tests
        6. Infrastructure readiness
        7. Check and cross-check
        8. Ready to take off
      9. The Operation phase
        1. Provide post-Go-Live support
        2. Some things to do
          1. Clear pending items
          2. Finalize knowledge transfer
          3. Conduct performance tuning and optimization
          4. Transition the solution to support
        3. To close or not to close
          1. Closing – a nice little job?
          2. Building it up
          3. The core challenge
          4. Sign please!
      10. The Agile Implementation project type
        1. Use case: Agile project type for a multinational chemicals customer
        2. Use case: Rapid project type for a GP customer
        3. Use case: Enterprise project type usage by a global advertising organization
      11. Summary
    24. 6. Quality Management and Optimization
      1. Understanding the quality management manifestation in Sure Step
      2. Controlling quality within project types
        1. Quality activities embedded in program management
        2. Key quality and testing cross-phase activities
          1. Feature Testing
          2. Unit Testing
          3. Function Testing
          4. Sub-Process Testing
          5. Process Testing
          6. Data Acceptance Testing (DAT)
          7. Integration Testing
          8. Performance Testing
          9. User Acceptance Testing (UAT)
      3. The Sure Step Optimization Offerings
        1. Optimization Offering for Microsoft Dynamics AX
          1. Optimization Offering for Microsoft Dynamics CRM
          2. Optimization Offering for Microsoft Dynamics GP
          3. Optimization Offering for Microsoft Dynamics NAV
          4. Optimization Offering for Microsoft Dynamics SL
        2. Understanding key Proactive and Post Go-Live services for AX and CRM
          1. Architecture Review
          2. Design Review
          3. Customization Review
          4. Performance Review
          5. Upgrade Review
          6. Health Check
          7. Project Governance and Delivery Review
        3. Optimization Offerings and their benefits
          1. Use case – Technical Review services usage by Global Advertising Organization
          2. Use case – Project Governance and Delivery Review service usage by partner
      4. Summary
    25. 7. Upgrading with Sure Step
      1. Decision Accelerator Offerings and the Diagnostic phase
        1. Phase 1 – Need Determination
          1. The Upgrade Assessment Decision Service
        2. Phase 2 – additional services and when to avail them
        3. Phase 3 – Risk Evaluation
        4. Determining the Upgrade approach and release schedule
      2. Delivering Upgrade
        1. The Analysis and Design phases
        2. The Development, Deployment, and Operation phases
          1. Use case – Microsoft Dynamics Upgrade by a nondurable products manufacturer
      3. Summary
    26. 8. Project and Organizational Change Management
      1. The Sure Step Project Management Library
        1. Understanding project management disciplines
          1. Risk management
          2. Scope management
          3. Time and cost management
          4. Resource management
          5. Communication management
          6. Quality management
          7. Procurement management
          8. Integration management
      2. Organizational Change Management
        1. Organizational Change Management in Sure Step
          1. Defining the OCM Strategy
          2. Aligning and mobilizing leadership
          3. Engaging stakeholders
          4. Aligning an organization
          5. Enabling the organization
      3. Aligning to other project methodologies
        1. Prince2 and Sure Step
      4. Sure Step's Projects feature
        1. Sure Step Project Creation Wizard
          1. Creating projects on a local drive
          2. Creating projects on a SharePoint server
        2. Sure Step Online Project Creation Wizard
        3. Customizing Sure Step templates using the Projects feature
      5. Summary
    27. 9. A Practical Guide to Adopting Sure Step
      1. Don't park your brain outside
        1. Executing strategy
        2. Managing change
          1. Why change initiatives fail
            1. Underestimating the need for a clear vision of the desired change
            2. Failing to clearly communicate the vision
            3. Failing to build a substantial coalition
            4. Permitting roadblocks against the vision
            5. Not generating a sense of urgency tied to improved performance
            6. Not building a plan for short-term wins
            7. Failing to lead and coach changes in the business behavior
            8. Failure of managers to operate in and above day-to-day execution
            9. Not practicing what you preach
            10. Failing to anchor changes in the business culture
      2. Making your Sure Step adoption program
        1. Creating a roadmap
          1. Diagnosis
            1. The Sure Step champion
            2. The V-team
          2. Analysis
          3. Design
          4. Development
          5. Deployment
          6. Operations
        2. The value of the adoption program
        3. GROW into new behaviors
      3. The Key Documents Visio diagram
      4. Some tips from real, conducted Sure Step adoption programs
      5. How to access Sure Step
        1. Sure Step 2012
        2. Sure Step Online
        3. Key differences between Sure Step 2012 and Sure Step Online
      6. Preparing for the Sure Step certification exam
      7. Sure Step for ISVs
        1. Classifying ISVs
        2. How ISVs can benefit from the Sure Step program
        3. ISV artifacts for Sure Step
        4. Sure Step and the CfMD program
          1. Use case – Sure Step adoption by a small Dynamics partner
      8. Summary
    28. 10. Summary and Takeaways
      1. What we now know about Sure Step
        1. The Sure Step value proposition
        2. Sure Step revisited – summary and quick reference
      2. Sure Step updates
        1. Sure Step Online
        2. Sure Step and Lifecycle Services
      3. Key takeaways
        1. Takeaways for customer due diligence and solution selling
        2. Implementation takeaways
        3. Sure Step adoption takeaways
        4. General takeaways
      4. Summary
    29. A. Bibliography
      1. Chapter 1
      2. Chapter 2
      3. Chapter 3
      4. Chapter 4
      5. Chapter 5
      6. Chapter 6
      7. Chapter 7
      8. Chapter 8
      9. Chapter 9
      10. Chapter 10
    30. Index