Customer Success with Microsoft Dynamics Sure Step


Customer Success with Microsoft Dynamics Sure Step
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Overview
Table of Contents
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  • Understand how Sure Step helps you envision and implement the right Microsoft Dynamics solution for your business needs
  • Learn how to develop a process for solution selling using Sure Step
  • Understand the review and optimization offerings available to further enhance your solution delivery during and after go-live
  • Gain knowledge of the project and change management in Sure Step

Book Details

Language : English
Paperback : 380 pages [ 235mm x 191mm ]
Release Date : January 2014
ISBN : 1849687021
ISBN 13 : 9781849687027
Author(s) : Chandru Shankar, Vincent Bellefroid, Nilesh Thakkar
Topics and Technologies : All Books, Enterprise Products and Platforms, Enterprise


Table of Contents

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

Chandru Shankar

Chandru Shankar is the Manufacturing Industry Director, EMEA, MBS. He is responsible for Microsoft Dynamics AX and CRM solutions sales to manufacturing businesses as well as the ongoing success of these customers. Prior to his current role, Chandru was the Dynamics Solutions Director for Microsoft Services, responsible for AX and CRM Dynamics solutions and offerings for WW MCS. Chandru is also the architect of the Microsoft Dynamics Sure Step methodology for solution envisioning and delivery. He has previously co-authored the book, Microsoft Dynamics Sure Step 2010,  Packt Publishing , January 2011.

Chandru has several years of consulting experience in Supply Chain and business solutions, as well as manufacturing industry experience. Chandru has also functioned as adjunct faculty for a major university in the U.S., where he has covered topics including supply chain/e-business design and strategy and architecture for MBA students and company executives. He has spoken at multiple internal and external conferences over the years as well as conducted training programs around the world.

Chandru has a Bachelor's degree in Mechanical-Production Engineering, a Master's degree in Industrial Management, and a Master's in Business Administration (MBA).


Vincent Bellefroid

Vincent Bellefroid is the founder and co-owner of Plataan, an independent training and consultancy bureau specialized in Microsoft Dynamics and Project Management, and a Certified Partner of Microsoft. Vincent is an experienced implementation consultant and an expert in the project management domain. Vincent has worked with numerous customer and partner organizations, including global SI's while working for global consulting organizations such as Deloitte. Building upon his distinguished ERP implementation and project management career, Vincent is now responsible for Project Management and Quality Control at Plataan.

Vincent was one of the early adopters of Sure Step in Europe and has been evangelizing the true value of Sure Step ever since. He has conducted multiple Sure Step training sessions, while helping the Microsoft Sure Step team develop the training materials and courseware. Vincent also guides Microsoft Dynamics partners through the certification and adoption process of Sure Step.

Vincent collaborated with Microsoft for the certification exams and delivered EMEA, APAC, and US Sure Step train the trainer  sessions for Microsoft.

Vincent is an author on the book Microsoft Dynamics Sure Step 2010 by  Packt Publishing, and teaches Project Management at Leuven University College in Belgium. Vincent is also a public speaker having delivered sessions at Convergence EMEA, Directions, and various community events.

You can find Vincent and Plataan at:

  • www.plataan.be
  • https://www.facebook.com/PlataanAlumni
  • @PlataanAlumni

Nilesh Thakkar

Nilesh Thakkar has over 15 years of ERP and CRM knowledge with expertise across Dynamics GP, NAV, AX, and CRM. He has successfully implemented Dynamics products in many countries in a variety of industries, including supply chain, healthcare, media and publishing, hospitality/restaurants, and non profit.

Nilesh is a Senior Program Manager for Microsoft Dynamics. He is currently responsible for the release management of Dynamics Sure Step and Dynamics GP, most recently orchestrating the launch of Sure Step Online, moving Sure Step to a cloud-based solution.

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What you will learn from this book

  • 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

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.

Approach

"Customer Success with Microsft Dynamics Sure Step" is a focused tutorial of Microsoft Dynamics solution envisioning and delivery, rather than a step-by-step guide into project management. It will equip you with the tactics required to plan, align, and orchestrate your solution selling activities, as well as help you to be efficient, proactive, goal driven, and flexible in your Microsoft Dynamics engagements.

Who this book is for

If you are involved in one or more of the roles stated below, then this book is for you:

  • If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Microsoft Dynamics solutions, this book will teach you how you can improve the quality of your implementation with a consistent, repeatable process.
  • If you are a Customer Project Manager, Subject Matter Expert, Key User, or End User involved in selecting the right business solution for your organization and delivering the Microsoft Dynamics solution, this book will help you determine how the method facilitates the delivery of a solution that is aligned to your vision.
  • If you are a Sales Executive, Services Sales Executive, Technical Sales Specialist, Pre-Sales Consultant, or Engagement Manager involved in the sales of Microsoft Dynamics solutions, this book will help you to understand how you can accelerate your sales cycle and bring it to a close.
  • If you are the Customer Decision Maker, CxO, Buyer, or Project Manager who participates in the selection process for your business solution needs, this book will show you how to determine how this process can help your due diligence exercise and set the stage for a quality implementation of the solution.
  • If you are a Change Management expert, this book will enable you to learn how you can help the customer manage organizational change during the business solution delivery process, and/or help solution providers adopt a process for selling and delivering solutions.

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