1. Internal primer Engage Your Customers
HOW TO USE: This content is intended to provide you with a general understanding 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.
Target Audience
Top Microsoft Products
Core Midmarket ( employees); Large Midmarket ( employees) businesses. Business Decision Makers (BDMs). Role titles may include: Owner, President, CXO (e.g., Chief Operating Officer, Chief Marketing Officer, etc.), VP, Director, Senior Manager, etc.
Good: Office 365, Dynamics 365
Better: + Power BI 
Best: + Windows 10 Pro devices
Pillar Value Proposition
Customer Benefits
Supporting Solution Points
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.
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. 
Win new customers and build profitable, long-term relationships.
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.
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 Microsoft Azure helps companies develop long-lasting relationships through personalized, proactive, and predictive experiences – from sales and marketing to 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.
Keep customer data private and safe. 
Secure apps, data, and networks to help ensure customer privacy and safety.
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 ed.
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.
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.
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.
Customer Challenges
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
Objection Handlers
Shareable Data Points
Supporting Resources
“Do your sales teams work on the road – for example, when traveling to customer sites?”
“How does your sales team access information & data about customers?”
“What kinds of data sources do your sales teams need to access? Customer database? Ordering system? Etc.”
“How do you ensure employees all have consistent customer information?”
“Do you have defined processes for common sales and service tasks?”
“Have you ever looked into process automation to free up time for more customer interactions?”
“How do your teams communicate and share information with each other when working together to sell and service customers?”
“How does your team explore and prioritize sales opportunities today?”
“What are the biggest challenges for employees in your organization when it comes to analyzing customer data and information?”
We’re looking at Saleforce.com. As a Microsoft solution, Dynamics 365 offers the advantage of working seamlessly with Office 365. Customers who use this combination find it very powerful because it makes a connection between the CRM environment and the tools they use every day to communicate with colleagues and customers, and do their work.
We don’t have time to learn something new right now. Dynamics 365 has an intuitive, outcome-driven user experience that guides users through their tasks while giving them the information they need so they can stay focused, develop leads, and close deals while on the device of their choice (iPhone, Windows Phone, Android phones, Windows and iPad tablets). And you can save money by letting your people work on devices they already own.
78% of salespeople have seen an increase in customer satisfaction after adopting CRM solutions (
Customer retention can lead to increased profits for the company. Increasing customer retention rates by just 5% increases profits by up to 95% (
Technology improves customer retention. 47% of businesses have “significantly improved” customer retention and satisfaction after implementing a CRM solution (
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. (
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