Engage Your
Customers
Internal primer
HOW TO USE: This content is intended to provide you with a general understanding Target Audience
of Microsoft’s solutions for midsized customers, specifically those who want to
optimize sales processes and customer experiences to increase customer acquisition.
This document is for INTERNAL use and should not be directly provided to customers.
Instead, use this content as directional guidance to inform your customer
engagement marketing activities and initiate a conversation about how you can
help your customers solve their business challenges with a Microsoft solution.
Top Microsoft Products
Core Midmarket (50-249 employees); Large Midmarket
Good: Office 365, Dynamics 365
(250-999 employees) businesses.
Business Decision Makers (BDMs). Role titles may include: Better: + Power BI
Owner, President, CXO (e.g., Chief Operating Officer, Chief Best: + Windows 10 Pro devices
Marketing Officer, etc.), VP, Director, Senior Manager, etc.
Pillar Value Proposition
Customer Benefits
Supporting Solution Points
Data is transforming the customer and sales experience.
Customers can, and now usually do, educate themselves
on a product or service before engaging with a business.
And customers expect those interactions to happen when
and where they want. Data also provide organizations with
vast opportunities to deliver customer-centric experiences
– but accessing, analyzing and making data actionable can
be a major challenge. Smart cloud technologies can
harness the power of data to transform customer
experiences and sales processes. Microsoft provides
intelligent cloud solutions that help you turn your data into
personalized customer experiences and connected sales
processes – increasing sales productivity, customer
acquisition, and loyalty.
Increase sales
productivity.
Automate and connect sales
processes, information, and
teams.
With Dynamics 365 you can automate and connect tasks within a sales process, so your staff can make faster, better-informed decisions and take the next best
action with your customer. For example, Dynamics 365 provides a process toolbar that streamlines tasks within a sales/business process, such as the qualification
of sales leads, and the standardization of routine tasks like sales process and service calls. Leverage configurable dashboards and reports with customer activities,
sales team activities, and service call status.
Customer Challenges
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Accelerate sales by winning and retaining customers.
Have a better understanding of customers.
Spend more time with customers, less on routine tasks.
Identify and focus on the best sales opportunities.
Keep customer data safe and private.
Conversation Starters
Use familiar and intuitive productivity tools. Easily organize and share customer information in real-time with Office 365 apps integrated into Dynamics 365. For
example, sales specialists can create and track leads, view customer information, or open support cases in Dynamics 365 right from their inbox in Outlook, and
update information using Excel.
Support end-to-end customer service. Take advantage of mobile apps to enable complete customer transactions from anywhere, with apps available from
Windows Store. For example, use PayPal (for managing payments) and DocuSign (for remote contract signing) on a Windows device.
Improve customer
acquisition and loyalty.
Get the full customer picture. With Dynamics 365 get a 365-degree customer view, including information about buying history, preferences, channel interactions.
Use this knowledge to help enhance engagement with customers, personalize interactions, and increase profit per transaction.
Win new customers and build Identify actionable customer opportunities. With Dynamics 365 and Power BI you can predict what customers want, proactively discover new sales opportunities
and resolve issues, using advanced analytics capabilities such as out-of-the-box interactive visualizations and dashboards. And Dynamics 365 together with
profitable, long-term
Microsoft Azure helps companies develop long-lasting relationships through personalized, proactive, and predictive experiences – from sales and marketing to
relationships.
operations and field service.
Engage customers from anywhere, on any device. Communicate on-the-go, with real-time customer data at your fingertips with familiar Office 365 apps, fully
integrated into Dynamics 365. For example, set periodic reminders and connect to a customer with a single click, on a Windows 10, iOS, or Android device.
Secure sensitive customer information. Take advantage of integrated security and compliance features in Office 365 such as Data Loss Protection, which alerts
you when sensitive information is about to be emailed.
Rely on built-in security. Keep customer data protected with advanced security features built into Windows 10 Pro devices and services. Windows 10 Pro devices
have hardware-enabled protections and built-in anti-virus, firewall and anti-phishing technologies.
Keep customer data
private and safe.
Secure apps, data, and
networks to help ensure
customer privacy and safety. Meet compliance standards. Use technology that is independently verified for compliance with the highest standards when you use Microsoft cloud services.
Windows 10, Microsoft Azure and Office 365 are each independently verified for compliance with a range of standards such as ISO 27001, HIPAA, and EU Model
Clauses.
Objection Handlers
• “Do your sales teams work on the road – for example, when traveling to
• We’re looking at Saleforce.com. As a Microsoft solution,
customer sites?”
Dynamics 365 offers the advantage of working seamlessly with
• “How does your sales team access information & data about customers?”
Office 365. Customers who use this combination find it very
• “What kinds of data sources do your sales teams need to access?
powerful because it makes a connection between the CRM
Customer database? Ordering system? Etc.”
environment and the tools they use every day to communicate with
• “How do you ensure employees all have consistent customer information?”
colleagues and customers, and do their work.
• “Do you have defined processes for common sales and service tasks?”
• We don’t have time to learn something new right now.
• “Have you ever looked into process automation to free up time for more
Dynamics 365 has an intuitive, outcome-driven user experience that
customer interactions?”
guides users through their tasks while giving them the information
• “How do your teams communicate and share information with each other
they need so they can stay focused, develop leads, and close deals
when working together to sell and service customers?”
while on the device of their choice (iPhone, Windows Phone,
• “How does your team explore and prioritize sales opportunities today?”
Android phones, Windows and iPad tablets). And you can save
• “What are the biggest challenges for employees in your organization when
money by letting your people work on devices they already own.
it comes to analyzing customer data and information?”
Shareable Data Points
Supporting Resources
• 78% of salespeople have seen an increase in customer satisfaction
after adopting CRM solutions (http://www.smb-gr.com/blogs-lauriemccabe/using-sales-management-solutions-to-boost-salesproductivity-and-customer-satisfaction/)
• Customer retention can lead to increased profits for the company.
Increasing customer retention rates by just 5% increases profits by up
to 95% (http://hbswk.hbs.edu/archive/1590.html)
• Technology improves customer retention. 47% of businesses have
“significantly improved” customer retention and satisfaction after
implementing a CRM solution (http://www.capterra.com/customerrelationship-management-software/user-research)
• Retaining customers is less expensive than acquiring new customers.
Acquiring a new customer can be up to 7x as expensive as retaining a
current customer. (https://blog.kissmetrics.com/retaining-customers/)
• Microsoft Partner
Network (MPN)
• MPN: Digital
Transformation
• MPN: Marketing
Campaigns
• MPN: Smart Partner
Marketing
• Microsoft
ISV App Catalog