1. Conversation Starter | Microsoft Dynamics 365
Dynamics 365 brings together the best of our CRM and ERP cloud offerings into one cloud service with specific, purpose-built applications for key business processes—like Sales, Field Service, Operations and Customer Service, among others. A connected ERP and CRM system is a key differentiator. This document will help you have the 100-level conversation with customers about how to create value with Dynamics 365.
Key Business Decision Makers
Anyone who influences business applications including:
CXO (including Chief Social Officer, Chief Digital Officer).
VP of LOB (VP Sales, VP Marketing, VP Operations, VP of Production/Supply Chain Management, etc.).
VP Human Resources.
VP Communications.
Program Owners.
BDM priorities/key business challenges
Gain a deeper understanding of our customers from every touchpoint.
Create a more compelling customer experience.
Increase productivity and make better use of employee time.
Empower employees to engage with customers throughout their entire customer journey.
Increase the speed of our business. Enable our people and processes to respond quickly to changes.
Stay competitive; differentiate ourselves from competitors.
Context | A changing business environment
Conversation strategy
Customer engagement is evolving
Everyone is mobile and they want to access more information, quicker.
People trust opinions from their friends and peers more than they trust brands.
It’s easier than ever to switch to a competitor.
57% of the purchase decision is complete before a customer even calls a supplier. (CEB)
67% of the buyer’s journey is now done digitally. (SiriusDecisions)
By 2020, customer experience will overtake price and product as the key brand differentiator. (WalkerInfo)
Productivity is critical for businesses to scale
Resources are limited; productivity is the way to scale.
40% of a worker’s productive time is lost when switching tasks. (APA.org)
Productivity tools can be embedded directly into business processes to save time and increase productivity.
IHS predicts 80 billion connected IoT devices in operation by (IHS)
A new speed of business
New technology is not only enabling new business models, it’s at a much faster rate than ever before.
People and processes need to respond quickly to changes in the market.
Framework
Think of Dynamics 365 as a way to achieve digital transformation through deeper business insights, empowered employees and improved customer experiences.
Start with the fundamentals
Prepare by researching the industry and the customer’s business.
Actively listen, and ask clarifying questions.
What are the top priorities you are currently focusing on?
What business challenges are you facing?
How is your business being changed by digital technology?
How do you perceive Microsoft in helping your business achieve Digital Transformation?
What blockers are keeping your business from moving forward?
How are you taking advantage of data to move your business forward?
How are you using your data to make better business decisions?
Understand their perspective and any concerns on the cloud, privacy and security.
Focus on improving business processes and outcomes.
Take it to the next level
Use the following pages to start conversations about Dynamics 365.
Discuss what’s possible—how can we help the customer get there?
Make it real with customer stories.
Impacts of Digital Transformation
Companies that use data effectively. (Keystone Strategy)
18% points higher gross profit margins.
4% points higher operating margins.
$34,000 more revenue generated per employee.
By 2018, ½ of all apps developed will incorporate artificial intelligence (AI). (CIO.com)

2. Business challenges | Use the questions to start the conversation
Choosing Dynamics 365 results in meaningful customer benefits that enables organization to:
Engage Customers
Empower Employees
Optimize Operations
Transform Products
Build personalized experiences across all customer touchpoints from consideration to purchase to support by using contextual data to get a complete view of customers, and draw actionable insights that can deliver personalization at scale.
Empower people to achieve more by giving them proven processes, familiar tools and intelligent guidance to take the next best action so they can do their best work while keeping organizations and information secure.
Accelerate the speed of doing business, improve service levels, and reduce costs with intelligent processes that anticipate the future and coordinate people and assets more efficiently across manufacturing to finance to retail.
Use data as a strategic asset, shifting from reactive to proactive, automating processes, and innovating with new business models, services, products, and experiences—all to differentiate, innovate and create opportunities.
Customer business challenges
Customer business challenges
Customer business challenges
Customer business challenges
Provide personalized, deeply contextual experiences for our customers.
Engage with customers on their channel of choice, whether it’s on the web, social, , phone or in store.
Build long-term relationships with customers.
Do it all while balancing security and user trust.
Leverage the power of data, surfacing insights in the context of our employees jobs.
Give employees the ability to access business information on any device, anywhere.
Minimize time to proficiency on new systems and processes.
Collaborate effortlessly with others.
Gain insight across the customer life-cycle.
Better analytics for greater business insights.
Incorporate those insights into business processes on a continuous basis to optimize operations.
Use analytics to predict trends and outcomes before they become issues.
Gain insight into the impact of investments.
Determine actionable business insights through data.
Flexibly adjust business processes as needed.
Automate workflows and connect to multiple data sources to provide a seamless experience.
Get a complete view of our business processes from the manufacturing floor to sales and service.
Conversation starters
Conversation starters
Conversation starters
Conversation starters
How do you engage with your customers across the web, social media, , phone, and in person?
How do you interact with your customers at different times, for example across sales, customer service, marketing, field service, or finance?
Are your customers getting consistent experiences across all channels?
Can your customers get all their needs met with a single interaction?
How do you create outcome-driven experiences for your customers?
What analytics do you use to proactively understand what your customers want?
How do you measure employee productivity?
How many different tools do your employees use daily?
How do your employees access business information across devices and platforms?
Do your employees have a single view into your customers’ information?
Are you able to use the insights gathered from your existing productivity tools to enrich your customer relationships?
How effective are your systems for helping employees make informed decisions?
How are your agents safeguarding customer information today?
Are your employees empowered to answer all your customers questions?
How do you connect and understand data between your financial, procurement, manufacturing, distribution and retail systems?
How are your employees gathering the information they need in order to make informed decisions?
How do you coordinate the various functional areas within your company when you need to respond to changing conditions?
Are your CRM systems connected to your ERP systems?
Are you able to execute your business processes end–to-end?
Are you using your data for demand planning and forecasting?
How quickly can you adapt business processes to changing market conditions?
How are you using data to become more competitive?
How do you get an integrated view of your business processes?
Are your products able to provide intelligent choices to your customers, which are based on context?
Do your products connect to external data sources in order to provide contextual intelligence?
Does your data empower you to be more proactive to drive solutions for your customers?
Is your data identifying new business opportunities for you?

3. 200+ apps tailored to your industry
Dynamics 365 advantage
Purpose-built
Productive
Intelligent
Adaptable
Start with what you need and grow at your own pace.
Familiar tools in the context of your business processes.
Built-in intelligence to proactively guide to optimal outcomes.
Grow, evolve and transform with modern, extensible platform.
Talking points
Talking points
Talking points
Talking points
Designed to give you the flexibility to start with and pay for only what you need.
As your needs grow, optionally enable additional apps.
Apps seamlessly integrate with each other and with your existing systems.
Enable new business process scenarios, for example, Prospect to Cash—brings together sales and operations—a sales quote connects with tax rules, inventory, manufacturing forecasts, and more.
AppSource allows you to find apps tailored to your industry.
With finite resources, productivity is the way to scale a growing business.
Integrated deeply with Office 365:
The familiar, easy-to-use productivity tools that employees’ use every day.
Information is surfaced in the context of the task and business applications.
Easily integrate automated business processes directly into productivity tools, for example, you can generate a proposal or an invoice in Word right within your business app.
Applications work across PC, browser and mobile devices (Windows, iOS and Android).
Process guidance empowers every employee with best practices for how to do the job most effectively.
There’s an ever-increasing need to be able to derive insights from data and turn it into intelligent action.
We have built-in AI capabilities in Dynamics 365 solutions, including:
Built-in BI and Data Visualization to give you deeper business insights.
AI capabilities that take advantage of machine learning and Cortana intelligence to enable predictive analytics ranging from product recommendations, customer sentiment analysis, to preemptive customer service.
All these capabilities to help you make better decisions, be proactive and drive optimal business outcomes.
Introducing powerful new extensibility capabilities that enable you to build composite applications that can work with data stored across all Dynamics 365 applications
Common Data Service surfaces the data stored within Dynamics 365 across a common set of entities.
PowerApps and Microsoft Flow make it possible to build solutions that work both with the Common Data Model, as well as data stored in your existing systems and data sources —all without having to be a professional developer.
Dynamics 365 applications
Additional resources
Microsoft Dynamics 365:
Digital Transformation:
Microsoft Dynamics 365 for Sales: dynamics-365-for-sales?campaign=Microsoft%20Dynamics
Sales
Project Service Automation
Customer Service
Operations
Marketing by Adobe
Customer Insights
Field Service
AppSource
200+ apps tailored to your industry