Customer Success with Microsoft Dynamics Sure Step

More Information
  • 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

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.

  • 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
Page Count 380
Course Length 11 hours 24 minutes
ISBN 9781849687027
Date Of Publication 24 Jan 2014


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:

  • @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.