Hosted by Dynamic Communities reIMAGINE 2015

Copyright N3, LLC No part or process to be used without permission. Executive Summary This session will provide insight on: How to create a thriving business focused on cloud-based revenue by providing managed services combined with your own IP How to create a more predictable pipeline of revenue and improve operational effectiveness with more focus on sales via the utilization of technology to improve representative productivity Ensure better customer lifecycle management through a consistent approach across the Buyer and Customer Journey Improve Customer / Partner satisfaction by providing greater touch points with strategic Partners who drive Cloud based solutions

Insights: According to SiriusDecisions, 67% of the buyer journey is done digitally, often without direct engagement with sales. N3 proposes utilizing data analysis and augmentation as well as marketing automation technologies to capture current customer insights, such as industry, role, and influencers. This allows us to profile, nurture, prioritize, and more effectively target potential buyers and influencers.

Insights: N3 recommends leveraging marketing automation tools and technology to streamline, automate, and measure marketing activities. This must become a tightly integrated component of a company’s marketing and sales process, enabling the chat and inside sales teams to quickly develop and handoff BANT qualified leads rather than cold calling.

Insights: Data captured by the marketing automation platform will be connected to the buyer’s information in CRM, creating a profile that can be used to target future like buyers.

Insights: N3 recommends aligning support and sales resources to industries, solutions, and geographies. This ensures teams relate to buyer-specific issues, discuss how the partner solved similar issues for others, and provide solutions that ultimately meet the buyers’ needs.

Insights: N3 proposes using insights captured by marketing automation and CRM to focus sales and support efforts on buyers most likely to purchase.

Insights: Leverage technical resources through the full sales cycle to ensure solution adoption and utilization.

Insights: Technical resources who work as an integral component of the sales and support teams provide guidance on architecture, enablement and deployment.

Insights: Using CRM to track opportunities properly allow the sales and support teams to upsell complimentary solutions which help further drive consumption of a partner’s services and increase customer stickiness.

Insights: Utilizing marketing automation technologies to capture insights throughout the buyer and customer journey allows partners to use this data to profile and prioritize potential new buyers..

Copyright N3, LLC No part or process to be used without permission. Approach to the Buyer and Customer Journey Why it is crucial to integrate people, processes, and technology throughout the entire journey Why N3 is the most strategic supplier to partner with Microsoft and provide all of the services requested in this RFP

Copyright N3, LLC No part or process to be used without permission. Buyer Insight + Data Update and connect customer information across different data systems. This approach will serve three critical purposes: Have up-to-date information on existing customers, decision makers and solutions which have been deployed to be used for targeting in future campaigns Captures insights on industries, key decision makers and how / why a solution was implemented within existing customers so similar buyers who may or may not be aware of Microsoft’s solution can be targeted. Organizes data so that technology tools can be utilized to target new buyers in the Prioritization phase of the funnel 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact

Copyright N3, LLC No part or process to be used without permission. Research + Data Analysis Cleansing and updating prospect data results in increased productivity by Inside Sales resources. Based on our experience: Updating CRM contacts 10 – 15 additional dials per Qualifier 30% increase in rep productivity 15% increase in qualified opportunities

Copyright N3, LLC No part or process to be used without permission. Lead Prioritization Marketing automation significantly reduces time spent cold calling, instead relying on technology to identify leads, thereby improving representative productivity. 50% more sales-ready leads at 33% lower cost through lead nurturing 53% higher lead conversion rates 18x higher revenue from automation s than standard s 70% faster sales cycles (velocity) and 54% improvement in quota achievement 10% or greater revenue increases through automated lead management 14.5% increase in sales productivity Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact

Copyright N3, LLC No part or process to be used without permission. Buyer Contact The buyer contact phase is where multiple targeted marketing automation programs enable inside sales qualification and drive customer engagement. Deliver a holistic suite of partner demand services to move buyers through the lifecycle including: Chat with Telesales SEO PPC Retargeting Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact List segmentation Scoring Lead prioritization Custom content Social Monitoring

Copyright N3, LLC No part or process to be used without permission. Enabling Buyer Contacts Utilize an end-to-end suite of demand services to drive rapid and efficient awareness, engagement and conversion with Microsoft Buyers.

Copyright N3, LLC No part or process to be used without permission. Deal Qualify + Nurture The first motion in a demand engine are Inquiries generated from inbound or outbound sources that go to marketing qualification. Automation Qualified Leads (AQL) represents the critical system-generated qualification stage. Tele-prospecting Accepted Leads (TAL) confirms the first key handoff of the demand engine to the Telesales team. Tele-prospecting Generated Leads (TGL) adds leads generated from “small-net fishing” and cold calls. Sales Accepted Leads (SAL) initiate the Sales Qualification phase creating a complete demand waterfall and result from Sales follow up becoming accepted lead opportunities. Sales Qualified Leads (SQL) result from qualification and become Sales Ready Leads that deliver the final stage for Close and Won Business. 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact

Copyright N3, LLC No part or process to be used without permission. Demand Center of Excellence By integrating a Demand Center of Excellence, partners will achieve higher efficiencies of resource dependent chat and telesales operations – generating highly-qualified and targeted leads at the client, partner or channel levels. N3’s experience combined with industry statistics show that when Marketing Automation is combined with Inside Sales activities customers see significant results: 85% reduction in telemarketing costs 50% Less time spent on campaign setup and management activities 300% Improvement in open and click-through rates 25% Increased sales engagement 80% Decrease in cost of qualified leads

Copyright N3, LLC No part or process to be used without permission. Enablement Post purchase is a critical time within the customer journey as it determines how the solution gets architected and deployed. A smooth solution enablement increases the likelihood of future solution consumption. Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact

Copyright N3, LLC No part or process to be used without permission. Solution Enablement Implement a three-phased approach to ensure post sales customers are delighted. Engage technical resources as part of the Partner engagement team in the first several deals Ensure continued engagement of the Inside Sales Team as a component of the implementation phase Sell the value of the Premier Services Agreements to the Microsoft Partners

Copyright N3, LLC No part or process to be used without permission. Utilization / Consumption The enablement process expands the customer journey and kicks off a work stream that increases consumption. Successful deployment and consumption of a solution begins immediately after the sale is completed. Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact

Copyright N3, LLC No part or process to be used without permission. Utilization / Consumption Immediately upon deal signature, engage a Consumption specialist with the customer to ensure immediate usage of the solution. We recommend a “Deployment / Consumption TSS team” with a twofold approach: Ensure the customer is immediately gaining value for the solution which was just purchased because it is easier to “true up” a licensing agreement before it expires than it is to convince a customer as their agreement is up for renewal. Begin the process of discussing the additional alternative solutions discussed as part of the opportunity phase to ensure a plan should obstacles arise.

Copyright N3, LLC No part or process to be used without permission. Support Support represents a critical path to customer success and satisfaction through constant communication and relationship management. A better understanding of the buyer and customer journey from 0-100% will allow the sales and support team to utilize a partner’s support team or Premier Support within the Microsoft Partner ecosystem. Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact

Copyright N3, LLC No part or process to be used without permission. Expansion The expansion stage is about utilizing historical information and key trends to better understand current and future needs and desires. Benefits include: Better positioning to have discuss new opportunities to expand the relationship with additional services Ability to identify new prospects in similar industries, verticals, and geographies who may benefit from the solution. Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact 0% % Buyer and Customer Journey Buyer Insights + Data Expansion Support Prioritization Qualify + Nurture Enablement Utilization / Consumption Buyer Contact

Copyright N3, LLC No part or process to be used without permission. N3 Proposed Implementation: Expansion via Data Capture Scrub structured and free text fields within your CRM tools to ensure customer insights are captured and provided into future buyer profiling. Data Capture Predictive Modeling Training Optimization Voice of the Customer N3 completed this task for the Azure and Dynamics US Inside Sales team and identified key statements captured in CRM and key areas for representative training.

Copyright N3, LLC No part or process to be used without permission. Conclusion / Final Thoughts Gain Buyer Insights to more effectively target potential buyers and influencers Leverage research and marketing automation technologies to: o Prioritize leads o Better integrate marketing and sales Focus buyer contact on those who have a higher propensity to purchase More effectively qualify, nurture, and enable buyers by aligning engagement teams to industries, solutions, and geographies Ensure adoption and utilization by o Providing technical support through the full sales cycle and keeping them engaged in follow-on customer opportunities o Engaging Partners to support implementation Capture and utilize customer insights to feed the growth of future opportunities