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CRM Designed For & By Users

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  1. March 31st CRM Designed For & By Users The GSX Story

  2. Microsoft’s Sales Network OVER 9,000SELLERS, OVER 30,000PARTNERS, IN 100COUNTRIES, SERVING OVER 120,000CUSTOMERS

  3. LEGACY CRM ECOSYSTEM SIEBEL + 170 APPLICATIONS TIME CONSUMING PLATFORM COMPLEXITY POOR INFORMATION QUALITY HIGH COSTOF OWNERSHIP KEEPINGSELLERS FROM THEIR CUSTOMERS PROBLEM

  4. FOCUSING ON END USER EXPERIENCE IS THE KEY TO REALIZING&SUSTAINING CRM BENEFITS.

  5. GLOBAL SALES EXPERIENCE (GSX) program approach PHASE 2 IMPROVE & EXTEND PHASE 1 RE-PLATFORM “Increase Effectiveness” “Increase Efficiencies” • Increase Conversion (Win) Rates • Increase Pipeline Velocity • Improve Planning • Optimized Customer & Partner Experience • Increase Sales Productivity .. Give 3 Hours per Week Time Back to Sellers • Maximize User Adoption & NSAT • Realize Cost of Ownership Savings • Showcase Microsoft Technology 2008 2010+ 2009 SIEBEL RETIRED

  6. WHY DO IT PROGRAMS FAIL? $128 MILLION SAVINGS GSX GOAL Misaligned to business need VALUE LEAKAGE Poor execution Low user adoption REDUCED BENEFITS MAXIMIZE BENEFITS EXPECTED RETURN $38 MILLION INVESTMENT EXECUTION & DEPLOYMENT

  7. WHAT WE DID DIFFERENTLY USER CENTERED DESIGN CHANGE MANAGEMENT DESIGN FOR DATA QUALITY ITERATIVE EXECUTION

  8. USER CENTERED DESIGN “where art meets science” PERSONAS SCENARIOS DESIGN ENVISIONING CONCEPTS

  9. CHANGE MANAGEMENT FASTFOLLOWERS EARLYADOPTERS “deployment waves” OUTLIERS BROAD MAJORITY PILOTINNOVATORS TIPS & TRICKS: 1 2 4 3 Reward and Recognize Select Initial Adopters Carefully Launch a Marketing Campaign Reinforce Expectations

  10. DESIGN FOR DATA QUALITY SINGLE DATA MASTER STEWARDSHIP MEASURES & CONTROLS QUALITY ON THE INPUT DATA MANAGEMENT PROCESSES & TOOLS

  11. ITERATIVE EXECUTION 90 DAY DELIVERABLES “no moon launches” FAIL FAST (& SMALL) LEARN OFTEN IMPROVE WITH EVERY RELEASE

  12. GSX Showcases Microsoft Technologies THE GSX TECHNOLOGY USEREXPERIENCE APPLICATION PLATFORM DATA MODEL • Built with 100% Microsoft Technology • Joint Development with Dynamics CRM Team

  13. DESIGN TENETS “valuable” “simple” “insightful” “integrated” “dynamic” “flexible” “collaborative”

  14. THE GSX USER EXPERIENCE “integrated” “collaborative“ and “simple” GSX lives inside of Outlook as a plugin Silverlight 3 used to create rich dynamic graphs Sellers track opportunities & activities in single view, click thru for detail Home Page

  15. THE GSX USER EXPERIENCE “valuable” and “dynamic” Sales opportunities can be filtered with 1 click Data can be easily exported to Excel for analysis Details about a highlighted opportunity are easily viewable in lower pane Opportunity Graph View

  16. THE GSX USER EXPERIENCE “flexible” and “insightful” Drag & drop columns to customize views Users select which fields appear in table view Opportunity Table View

  17. THE GSX USER EXPERIENCE “Designed for Data Quality” Business rules enforced on data entry Customer data “look up” from single master Logical groupings used to simplify data entry Opportunity Data Entry Form

  18. THE RESULTS PRODUCTIVITY SAVINGS GOAL $128 MILLION ANNUALLY • So Far … • 8000+ Users • 89 Countries • 175 NSAT • 90% Adoption • In 30 Days! 237% ROI $38 MILLION BREAKEVEN PROJECT COSTS $13 MILLION $0 MILLION 2009 2010