1. 6/2/2018 5:11 AM
© Microsoft Corporation. All rights reserved.

2. 6/2/2018 5:11 AM
HMSP12
#WPC16
No Usage = No Revenue!
How to drive consumption through an improved customer journey
Ted Eisele
Sr. Business Development Manager
Sisi Wang
Business Strategy Analyst
© Microsoft Corporation. All rights reserved.

3. 3 Clicks – I am hooked! 6/2/2018 5:11 AM
© Microsoft Corporation. All rights reserved.

4. 60 minutes from now, you will get to know…
Worldwide Partner Conference 2015
6/2/2018 5:11 AM
60 minutes from now, you will get to know…
Partner best practices
Tools and programs to improve consumption
10 key challenges for delivering an ideal customer journey
intY
Telenor Denmark
Deutsche Telekom
Transformation Framework
Customer Journey Guidebook
Marketing & Sales Readiness
Sales Generation
Deployment & Use
Retain & Upsell
© 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5. The four phases of the customer journey
6/2/2018 5:11 AM
The four phases of the customer journey 3
Deployment & Usage
Marketing & Sales Readiness 1 4 2
Retention & Upsell
Generate Sales
© Microsoft Corporation. All rights reserved.

6. Easy for customers to purchase and use Office 365
6/2/2018 5:11 AM
Easy for customers to purchase and use Office 365
Understand
How customers do business with your organization
Reveal
The pain points customers experience and inefficiencies with operations and processes
Align
Teams and organizational units around a shared vision of success
Create
The best experience possible for customers to do business with you
© Microsoft Corporation. All rights reserved.

7. 10 key challenges discovered from the customer journey
6/2/2018 5:11 AM
10 key challenges discovered from the customer journey
Maximize program customer journey
Marketing & Sales Readiness
Generate Sales
Deploy & Use
Retain & Upsell $
Customer segmentation and targeting
Sellers’ ability to sell and drive usage of Office 365 4
Sellers’ ability to sell and drive usage of Office 365 4
Onboarding services for customers with IT constraints
Effective customer lifecycle management 1 5 7
Content management across the organization
Impact and ROI measurements from marketing and demand generation activities
Onboarding services for customers with IT resources 2 6 3
Executive sponsorship and support for integrating Office 365 into the organization’s business model
Navigating and reconciling IT or organizational policy constraints
Service offerings that don’t include Office 365 with additional core service offerings 8 9 10
Executive sponsorship and support for integrating Office 365 into the organization’s business model
Navigating and reconciling IT or organizational policy constraints
Service offerings that don’t include Office 365 with additional core service offerings 8 9 10
© Microsoft Corporation. All rights reserved.

8. Marketing & sales readiness
6/2/2018 5:11 AM
Marketing & sales readiness 1 2 3 4
Marketing & Sales Readiness
Generate Sales
Deployment & Usage
Retention & Upsell
What we’ve seen
Impact to the customer journey
Best practices to improve today
Customer segments are not created equal but treated as such. 52% out 48 interviewed partners do not tailor offer to well-defined segments.
An experience that doesn’t meet the need of any segment
Content not centralized across teams lacks one source of truth
Unfocused messaging across marketing and sales results in the customer not realizing the value of service offering
Marketing activities’ ROI are not tracked or tied to revenue targets and the impact of investments is unknown
There is a missed opportunity to reach customer segments right the first time
Do customer segmentation analysis to know who to target
Manage content centrally to maintain consistent voice and messaging
Measure ROI of marketing and demand generation activities to improve lead acquisition
© Microsoft Corporation. All rights reserved.

9. Partner Panel Discussion
6/2/2018 5:11 AM
Partner Panel Discussion
© Microsoft Corporation. All rights reserved.

10. Janus von Platen Hallermund Joerg Petter
6/2/2018 5:11 AM
Craig Joseph
COO
intY
Janus von Platen Hallermund
Senior Business Consultant
Telenor Denmark
Joerg Petter
VP of Product Management & BD
Deutsche Telekom
© Microsoft Corporation. All rights reserved.

12. Deployment & usage What we’ve seen Impact to the customer journey
6/2/2018 5:11 AM
Deployment & usage 1 2 3 4
Marketing & Sales Readiness
Generate Sales
Deployment & Usage
Retention & Upsell
What we’ve seen
Impact to the customer journey
Best practices to improve today
IT-constrained customers have a length onboarding process in which they have to self-serve. 65% of 48 interviewed partners have not streamlined the process to minimize customer steps for usage.
It is complicated for the customer to get provisioned and they have few resources to understand how to use the service offering
Make it easy for IT-constrained customers, to use the service and identify ways to accelerate deployment removing as many manual steps as possible
Dedicated IT-resourced customers tend to be larger organizations that need migration or additional onboarding support. 63% of 48 interviewed partners don’t provide “white-glove” service.
Customers are less likely to activate all of their seats or they have to provide significant financial investments upfront to deploy the service to their organization
Help IT-resourced organizations be successful by promoting the expertise you offer their business and help IT leaders champion the service offering internally
© Microsoft Corporation. All rights reserved.

13. Partner Panel Discussion
6/2/2018 5:11 AM
Partner Panel Discussion
© Microsoft Corporation. All rights reserved.

15. Deployment & usage – key drivers
6/2/2018 5:11 AM
Deployment & usage – key drivers
Sell More Users
Driver 1
Driver 2
Driver 3
Driver 4
Less than 4 steps – ideal is 1
Deploy in under 24 hours – ideal is less than 20 minutes
Implement clear communications
Offer deployment help when needed
© Microsoft Corporation. All rights reserved.

16. Retention & upsell What we’ve seen Impact to the customer journey
6/2/2018 5:11 AM
Retention & upsell 1 2 3 4
Marketing & Sales Readiness
Generate Sales
Deployment & Usage
Retention & Upsell
What we’ve seen
Impact to the customer journey
Best practices to improve today
Customer lifecycle management is nonexistent or a fragmented experience in organizations and partners are missing the opportunity to drive optimum usage, upsell and cross-sell offers to customers
Customers don’t use the service offering, make less financial investment with the partner organization over time and eventually churn
Create a nurture path for Office 365 customers
Increase your ARPU by providing service offerings that promote the value of Office 365 and core service offerings
74% of the 48 partners interviewed do not have a well-defined CLM Strategy
© Microsoft Corporation. All rights reserved.

17. Partner Panel Discussion
6/2/2018 5:11 AM
Partner Panel Discussion
© Microsoft Corporation. All rights reserved.

19. What is the maturity of your customer journey?
6/2/2018 5:11 AM
What is the maturity of your customer journey?
Transformation Framework
Questions | Maturity Summary | Business Improvement Plan | Additional Resources
Customer Journey Guidebook
Challenge | Pain Points | Solution Best Practices | Programs
© Microsoft Corporation. All rights reserved.

20. Additional resources Office 365 Usage Reports Fast Track
6/2/2018 5:11 AM
Additional resources
Office 365 Usage Reports
Fast Track
© Microsoft Corporation. All rights reserved.

21. Go do’s Understand Reveal Align Create
6/2/2018 5:11 AM
Go do’s
Understand
Secret shop your online portal and telesales
Reveal
Complete the Customer Journey Transformation Framework
Align
Share the learnings with other business units to create one vision
Create
© Microsoft Corporation. All rights reserved.

22. 6/2/2018 5:11 AM
Thank you Ted Eisele Sisi Wang
© Microsoft Corporation. All rights reserved.

23. Monday July 11, 2016 Tuesday July 12, 2016 Wednesday July 13, 2016
Program Key
GTM & Partnership
Infrastructure
Licensing
Applications
HMSP01
Empowering digital transformation with Microsoft cloud solutions for hosting, cloud and managed service providers
North 105
1:00 – 2:00 PM
HMSP02
Success with Azure: Transform your business with Microsoft Azure
South 713AB
2:30 – 3:30 PM
HMSP03
Selling SQL: Grow your SQL business with SQL offers and programs for hosting partners
4:00 – 5:00 PM
Tuesday July 12, 2016
HMSP04
Skype for Business Online: Overview, sales scenarios, go-to-market motions for SMB through the Cloud Solution Provider (CSP) program
South 713AB
1:00 – 2:00 PM
HMSP05
What is the magic Office 365 customer formula for partners in the Cloud Solution Provider (CSP) program? Top lessons learned from GoDaddy and Rackspace
2:30 – 3:30 PM
HMSP06
Building a best practice partnership: The evolution of cloud, collaboration and opportunity
South 709
HMSP07
Migrating from hosted Exchange to Office 365: What should you know
4:00 – 5:00 PM
HMSP08
A practical look at CSP offers, billing and monetization
Wednesday July 13, 2016
HMSP09
The next frontier: Managed services on Microsoft Azure – seize the opportunity and grow revenue and profits
South 713AB
1:00 – 2:00 PM
HMSP10
Hybrid licensing
South 709
HMSP11
Keys to building a strong EMS offer and sales practice with the Cloud Solution Provider (CSP) program
2:30 – 3:30 PM
HMSP12
How to drive consumption through an improved customer journey
HMSP13
Making hybrid cloud real with Azure Stack
4:00 – 5:00 PM

24. Complete your evaluations… for a chance to win a prize!
6/2/2018 5:11 AM
Complete your evaluations… for a chance to win a prize!
Complete your session and conference evaluations here: aka.ms/wpcevals or though the mobile app
Thank you partner. We value your feedback.
Microsoft will donate $1 $5
for completing a session evaluation
for completing the overall conference evaluation
to the non-profit organization Right to Play, a Microsoft YouthSpark Partner
© Microsoft Corporation. All rights reserved.

25. 6/2/2018 5:11 AM
© Microsoft Corporation. All rights reserved.