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The GSX program, leveraging Microsoft technology, revolutionizes customer relationship management by focusing on user-centered design, efficiency, and data quality. In just 30 days, it achieved 90% user adoption among over 8000 users in 89 countries, delivering a remarkable 237% ROI and a breakeven cost of $13 million. By addressing legacy system complexities and enhancing sales productivity, GSX provides valuable insights and streamlined processes, giving sellers three extra hours weekly to engage with customers effectively. Embrace a transformative approach to CRM with GSX!
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March 31st CRM Designed For & By Users The GSX Story
Microsoft’s Sales Network OVER 9,000SELLERS, OVER 30,000PARTNERS, IN 100COUNTRIES, SERVING OVER 120,000CUSTOMERS
LEGACY CRM ECOSYSTEM SIEBEL + 170 APPLICATIONS TIME CONSUMING PLATFORM COMPLEXITY POOR INFORMATION QUALITY HIGH COSTOF OWNERSHIP KEEPINGSELLERS FROM THEIR CUSTOMERS PROBLEM
FOCUSING ON END USER EXPERIENCE IS THE KEY TO REALIZING&SUSTAINING CRM BENEFITS.
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
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
WHAT WE DID DIFFERENTLY USER CENTERED DESIGN CHANGE MANAGEMENT DESIGN FOR DATA QUALITY ITERATIVE EXECUTION
USER CENTERED DESIGN “where art meets science” PERSONAS SCENARIOS DESIGN ENVISIONING CONCEPTS
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
DESIGN FOR DATA QUALITY SINGLE DATA MASTER STEWARDSHIP MEASURES & CONTROLS QUALITY ON THE INPUT DATA MANAGEMENT PROCESSES & TOOLS
ITERATIVE EXECUTION 90 DAY DELIVERABLES “no moon launches” FAIL FAST (& SMALL) LEARN OFTEN IMPROVE WITH EVERY RELEASE
GSX Showcases Microsoft Technologies THE GSX TECHNOLOGY USEREXPERIENCE APPLICATION PLATFORM DATA MODEL • Built with 100% Microsoft Technology • Joint Development with Dynamics CRM Team
DESIGN TENETS “valuable” “simple” “insightful” “integrated” “dynamic” “flexible” “collaborative”
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
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
THE GSX USER EXPERIENCE “flexible” and “insightful” Drag & drop columns to customize views Users select which fields appear in table view Opportunity Table View
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
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
