In this chapter, we focused on the Diagnostic phase of Sure Step. We discussed how this phase has been designed for a dual purpose——to assist the seller to position the solutions and close the sale while helping the customer conduct their due diligence process and select the right solution to meet their needs. We covered the usage of the Decision Accelerator Offering services in the Diagnostic phase for a new Dynamics customer, the Diagnostic phase for a Dynamics CRM customer leveraging the Accelerated POC with CRM Online service, and the Diagnostic phase for an existing Dynamics customer. We also discussed industry/vertical solutions for manufacturing, public sector, retail and service sector, as well as cross-industry/horizontal solutions for customer care and extended CRM.

The Diagnostic phase is a very important one. If the due diligence activities are not executed properly, the implementation process may suffer and the customer's satisfaction will be low. If done right, it could...