1. O365 Active-Usage Insights & Customer Growth Resources

2. Usage creates value for customers
Customer Success
When customers achieve their desired outcomes through interaction with Partners and Microsoft
Increasing Market Share
Preventing their Losses
Establishing themselves as Innovation leader
Customer’s Customer Positive impact
Resolving low Performance and productivity
… ROI Realization
Desired Business Outcome
Process Success
Technical Success
People Success

3. Customer usage creates value for Partners
A 5% Increase
in customer retention can increase profits by
25%
Source: Bain & Company
It COSTS 7X More
To acquire a NEW customer than RETAIN an Existing
One!
Source: Bain & Company

4. Introducing Office 365 Adoption Stages
Correlating adoption stages vs. churn
Optimized
Diversified
Customers with 40%+ usage on 3+ workloads
Core
Customers with 20%+ usage on multiple workloads
Initialized
Customers with 20%+ usage on only one workload
Customers with less than 20% usage on one or more workloads
New
Dormant
Customers with less than 3 months of tenure
Customers with 0 to 1%¹ active users across all workloads

5. Onboarding Program | My Insights Dashboard
Go to:
The Microsoft My Insights dashboard is designed to provide you a 360-degree view of your membership and cloud activities transacted with Microsoft. The new My Insights dashboard leverages Microsoft Power BI technology and combines previous two reports, Partner Summary Report and Cloud Services Dashboard, and consolidates all the data in one single report. You will be able to track your competency progress, review your benefit consumption, and monitor your cloud subscriptions and consumption within this dashboard.

6. Cloud Product Performance: Office 365 tab
First section provides high-level summary that can be used by partners for an overall business health check
Total associated subscriptions, active entitlements & customers
Associations can be filtered to select the most relevant type: Partner of Record, Transacting partner, etc.
Summary of total qualified v/s active entitlements by each Office workload
Historical timeline summary of Office 365 active entitlements, by workload.
Provides ‘Export to Excel’ capability

7. Office 365 page (2 of 2)
Second section provides more detailed information on the following aspects:
Timelines view of: customers categorized by their Office 365 usage using the Adoption stages concept
Customer categorization provided at both a Tenant level i.e. TPID and a Customer level
Active Entitlement and Qualified Entitlement information provided for each Tenant by workload and by SKU

8. Office adoption stage – details view
Enhanced Export to Excel capability provides ability to extract detailed information, including:
All tenant-level information by Adoption stages, and by month to compare tenant progress over time
SKU and workload detail for each tenant, including active and qualified entitlements for each
Partners recommended to run CRM reports to reach out to ‘high risk’ customers, associated with Dormant & Initialized adoptions buckets

9. Recommended actions – by adoption stages
Measurement
Recommended actions
Resources
Dormant
0-1% active users across all workloads
Move high-risk customers to a steady state by identifying intent, showcasing value and onboarding them to their primary workload of interest.
Adoption & Change Management IP for Partner
Envision
Define change scope and objectives
Identify & prioritize scenarios & personas
Develop detailed success plans
Onboard
Implementation guidance and schedule
Stakeholder engagement delivery
Communications delivery
Training delivery
Drive Value
Measurement delivery
Reinforcement delivery
Initialized
< 20% usage on all workloads
Progress stuck customers by helping them complete adoption of their primary workload of interest.
Core
Only 1 workload with 20%+ usage
Expand standalone workload customers by helping them onboard their next priority workload(s).
Diversified
Multiple workloads with 20%+ usage
Advance customer by helping them deepen their use of existing workloads and onboard new workloads. Help identify new business scenarios, use cases, and audiences.
Optimized
40%+ usage on multiple workloads
Leverage the customer momentum to Upsell higher SKUs such as Business Premium, E3 & E5