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Customer Success with Microsoft Dynamics Sure Step

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Customer Success with Microsoft Dynamics Sure Step

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Customer Success with Microsoft Dynamics Sure Step
Jan, 2014 | 380 pages
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Table of Contents (29 chapters)
Customer Success with Microsoft Dynamics Sure Step
Customer Success with Microsoft Dynamics Sure Step
Credits
Credits
Foreword
Foreword
About the Author
About the Author
Acknowledgments
Acknowledgments
About the Author
About the Author
Acknowledgments
Acknowledgments
About the Author
About the Author
Acknowledgments
Acknowledgments
About the Reviewer
About the Reviewer
Acknowledgments
Acknowledgments
About the Reviewer
About the Reviewer
Acknowledgments
Acknowledgments
About the Reviewer
About the Reviewer
Acknowledgments
Acknowledgments
www.PacktPub.com
www.PacktPub.com
Preface
Preface
Free Chapter
1
Background and Concepts
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
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
3
Solution Envisioning with Sure Step
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
4
Managing Projects
Managing Projects
About projects and project management
The four pillars of project success
Project management essentials
Adopting project management
Indispensable organizational benefits
Summary
5
Implementing with Sure Step
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
6
Quality Management and Optimization
Quality Management and Optimization
Understanding the quality management manifestation in Sure Step
Controlling quality within project types
The Sure Step Optimization Offerings
Summary
7
Upgrading with Sure Step
Upgrading with Sure Step
Decision Accelerator Offerings and the Diagnostic phase
Delivering Upgrade
Summary
8
Project and Organizational Change Management
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
9
A Practical Guide to Adopting Sure Step
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
10
Summary and Takeaways
Summary and Takeaways
What we now know about Sure Step
Sure Step updates
Key takeaways
Summary
Bibliography
Bibliography
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Chapter 10
Index
Index

Chapter 8

  • Anton, Jon, Natalie L. Petouhoff, and Lisa M. Schwartz. Integrating People with Process and Technology, 2003. Santa Maria, CA: Anton Press.

  • Hiatt, Jeffrey M. Employee's Survival Guide to Change, 2004. Learning Center Publications (ISBN 1-930885-20-2).

  • Johnson, Spencer and Kenneth Blanchard. Who Moved My Cheese?, 2002. New York, NY: G.P. Putnam's Sons.

  • Petouhoff, Natalie L., Tamra Chandler, and Beth Montag-Schultz. The Business Impact of Change Management, 2006. Graziado Business Report, Volume 09, Issue 3: Graziado School of Business and Management at Pepperdine University.

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