Partner Guide US Customer Immersion Experience

Transcription

1 Partner Guide US Customer Immersion Experience

2 Microsoft, Inc. All rights reserved. This material is provided as-is and for informational purposes only. Microsoft makes no warranties, express or implied, and hereby disclaims any and all such warranties to the maximum extent available by law.

3 Contents CIE Overview What is CIE? The Methodology Why Join the US CIE Program? Business Impact Additional Benefits Investment CIE Under the Hood Products and Solutions CIE Locations The Standard CIE Kit CIE Modules Specialized Versions of CIE CIE Facilitator Training Step 1: Partner Nomination Step 2: Facilitator Training Step 3: Maintain Qualification Mini CIE & PACE Training

4 We will sell our full portfolio of products as One Microsoft by sharing 1st Person experiences that put Microsoft in a Category of One and we will win the hearts and minds of decision makers across America. - Judson Althoff, President Microsoft North America 4

5 Customer Immersion Experience overview The Microsoft Customer Immersion Experience (CIE) provides a dedicated place for customers to get hands-on experience with the Microsoft Business Productivity Platform. Not a demo, it s a true-to-life user experience that puts customers in the driver s seat. CIE immerses customers in the technology, encourages discussion, and helps customers discover the right set of products and solutions for their business. Using CIE, customers experience what s possible now! 5

6 What is CIE? The Customer Immersion Experience (CIE) is a powerful tool that allows customers to sell themselves on the value that a consolidated Microsoft platform could deliver for their business. Using a PC, phone, and often a tablet device, customers who attend CIE sessions simulate true-to-life scenarios in a Microsoft-powered business. Guided by a trained facilitator, attendees discuss their business practices, processes, and pain points while exploring the technology they find interesting. Breaking down communication barriers and helping to drive internal customer consensus, a CIE session creates a truly unique dynamic that builds trust and unlocks new business opportunities for the customer, Microsoft, and its partners. Participating in a CIE session is the best way for customers to learn about productivity tools and technologies without any sales pressure, long demos, or redundant presentations. CIE sessions are designed to be interactive, experiential, and fun; they foster active learning the kind that sticks with you. Business and technology decision makers discuss relevant business scenarios that address common business problems. 6

7 The methodology CIE sessions focus on how Microsoft solutions can help customers solve real-world business problems. A CIE session takes customers through a day in the life using the integrated productivity platform from Microsoft. The standard productivity CIE session relates various solution scenarios to business problems and needs that are common to most organizations, helping customers experience what s possible with solutions from Microsoft in the areas of personal productivity, unified communications, business intelligence, and collaboration. Industry-specific scenarios centered around government, healthcare, and education follow personas in their respective field through a typical work day. CIE facilitators are trained in the art of the Socratic approach when delivering sessions, masterfully guiding customers to discover for themselves the power of Microsoft technology and how it can impact their businesses. Exploring products and product features is secondary; the discussion is not around any one product but around a solution comprising multiple integrated Microsoft products. 7

8 The business impact Microsoft partners in the United States who obtain CIE-Qualified status are positioned to reap the benefits of greater revenue opportunities and shorter sales cycles. CIE has become the #1 sales and marketing program in the US, and partners have an opportunity to access its powerful resources when they become qualified. 20% IMPROVEMENT Increase Renewal Rates CIE improves enterprise agreement revenue renewal rates by more than 20%. Uncover New Opportunities 95% of CIE sessions lead to new partner revenue opportunities. Average services revenue generated for partner through the CIE is about 10% of the size of the closed Microsoft deal. 95% LEAD TO OPPOTRUNITIES 8

9 50% O365 INCREASE Grow O365 Revenue CIE has shown to increase the number of O365 seats sold per account by 50% - that s 1.5 times the amount of revenue. Triple Skype for Business Revenue CIE sessions generate an average 180% increase in Skype for Business seats sold per account, nearly tripling the original number of seats sold. 180% SFB INCREASE 8.5/9 AVERAGE CSAT Wow the Customer CIE provides a fun, engaging experience for clients. The average customer satisfaction score is 8.5 out of 9. What partners are saying The CIE has done a brilliant job of building pipeline for us. In a few months, we have been able to get in front of 30 new customers and have built $2M + in pipeline because we have it. - Ben Tosado, Conquest Technology Services 9

10 Additional benefits With CIE qualification, partners not only get trained on the #1 sales tool in Microsoft US to grow their business, but they also get access to wide range other community benefits: The Environment With the power of Office 365, the CIE environment showcases the latest Microsoft productivity tools using pre-populated data and documents that represent most organizations. In this environment, participants explore how the fully deployed Microsoft platform of devices and services will improve their business. Partners also have to option to customize the environment to sell their services and grow their practice. The Hardware Microsoft owns over 30 complete CIE kits (including stationary and traveling kits), which are available for partners to utilize. Microsoft maintains the hardware and can ship equipment to partner s location of choice to deliver CIE sessions. Microsoft Locations Qualified partners will have the option to book rooms at Microsoft district offices and Technology Centers to run CIE sessions. 10

11 CIE-Qualified Partner Community Support CIE-Qualified partners are invited to actively participate with the community. Monthly community calls are provided to announce updates, share key insights and best practices, develop facilitation skills and provide ongoing training, and get questions answered. Technical Support If partners run into trouble setting up a CIE session, we provide technical support to help overcome barriers. Some restrictions apply; we only support approved hardware in the CIE environment. Online Collateral At qualified partners can access information and resources they need to successfully deliver CIE sessions, including training and CIE demo videos, customer-ready invitation templates, and materials for internal awareness and demand generation. Mini CIE Scripts Partners have full access to Mini CIE demo scripts, which highlight O365 scenarios within the full CIE environment, but with a shortened, modified script for 1:1 conversations or 1:many events. 11

12 Microsoft Demand-Generation Support Qualified partners will have the opportunity in FY16 to list their CIE sessions on a Microsoft landing page, where Microsoft will help drive customer demand. Details of this new offering will be available on partners must agree to the terms and conditions to participate in this benefit. Windows To Go The CIE environment is also available to qualified partners on Windows To Go sticks. At partners can be create their own CIE environment on approved WTG sticks for either a convenient, lightweight means to deliver CIE content on the go, and/or to build out more cost-effective CIE kits using their own or customer equipment. CIE Partner Awards The US CIE team awards a Partner of the Year and Facilitator of the Year based upon number of accounts engaged and quality of evaluations. Partners and facilitators will have the opportunity to compete for awards, and those with proven track records will receive additional exposure on and internal and external-facing publications. 12

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14 The investment Partners are required to complete a process proven to produce expert facilitators that can deliver winning CIE sessions every time. With the support of Microsoft s valued training partner, BrainStorm, CIE qualification candidates are guided through the whole process. In this section, we outline the time and dollar commitments CIE partner candidates can expect. PRE-REQUISITES SKILL SET MPN Membership Microsoft Sponsor Presentation experience, passion for sharing solutions and scenarios with an audience. Strong interpersonal skills, ability to interact with CxO levels, and facilitate interactive conversation amongst attendees. Ability to adapt, and accommodate a participant-driven agenda. 200-level knowledge and experience with all O365 workloads, including Yammer, OneDrive, Delve, Power BI, Excel Power View and Power Map, Skype for Business on all device types. 200-level experience with Windows 8.1 and O365 scenarios on Windows phone level knowledge of Windows 8 tablet, Office touch apps, and digital inking. 100-level knowledge of Office 365 apps and services working across ios devices. 100-level knowledge of Dynamics CRM Online and integration with O level experience with Windows App Portals. 14

15 3.5 DAYS TRAINING PARTICIPATE Facilitators Attend Training (Costs: $950 per person + travel expenses. All expenses must be covered by CIE Partners) Partners that meet the prerequisites may select delegates within their organization to attend a CIE Partner Facilitator Training. Delegates attend a 3.5-day in-person training where they learn the soft skills of facilitating a CIE session, commercial or industry-specific content, technical setup, and programmatic details and resources. Trainings are held in select locations and dates; seats are filled on a first-come-first-serve based upon availability at registration: CIE.BrainStormInc.com See pages for more information. Facilitators Lead Sessions Upon completion of the CIE facilitator training, facilitators are encouraged to begin leading sessions immediately. Within 90 days of qualification, facilitators must deliver their first CIE session in order to maintain CIE- Qualified status, and agree to lead a minimum of 4 CIE sessions per year. Please see pages for complete facilitator requirements. 15

16 The usual demos do not give me the comfort level I need to understand and promote new technologies. Microsoft made a very wise decision to provide this type of forum. I would recommend this to my peers. -Phil Bertolini, Chief Information Officer & Deputy County Executive Oakland County, MI 16

17 CIE under the hood The CIE program provides partners with both the environment itself, as well as equipment on which to deliver a compelling experience for attendees, with minimal complexity for facilitators. This section examines the content, platform, and hardware components of CIE. 17

18 Products and solutions in CIE In CIE sessions, customers experience integrated solutions rather than simply seeing or hearing about product features. These are the technologies and related solutions available in a CIE session: Client Software Windows 8.1 Update 1 Enterprise operating system Microsoft Office Professional Plus 2013 (32 bit) Microsoft Visio Professional Plus 2013 (32 bit) Microsoft Project Professional Plus 2013 (32 bit) Microsoft Dynamics CRM 2013 for Microsoft Office Outlook (32 bit) Microsoft Application Virtualization (App-V) Client 5.0 SP2 Online Services Office 365 (E3) Dynamics CRM 2013 Online (Leo) Yammer (Standard) Project Online 18

19 There are three primary ways to get a CIE tenant. Each take no more than a few moments on allowing facilitators immediate access to the platform and content. QuickTenant QuickTenant is a new approach to CIE provisioning that provides greater stability in the tenant provisioning process by preparing a large inventory of completed CIE tenants. It allows tenants to be claimed instantly, eliminating the need for extended wait times during provisioning. QuickTenant will mitigate most difficulties associated with the provisioning process due to outages and unexpected events in the provisioning engine that prevent successful completion of a CIE tenant. QuickSession QuickSession is a new program that allows facilitators and participants to use any device, enabled with Microsoft's Remote Desktop Protocol (RDP), to remote into preconfigured Virtual Machines (VMs) hosted in Azure and conduct or join a CIE session from anywhere. QuickSession eliminates common pain points such as configuration time, costly hardware and location limitations, resulting in increased participation and improved ease of use. Self-Provisioning Partners also have the option to provision their own CIE tenant, allowing for customized naming conventions in the tenant name. After completion of the form, this process typically takes hours. 19

20 CIE kit locations Currently throughout the US there are 26 stationary CIE locations in Microsoft Technology Centers and Microsoft Offices. These locations are designed to give customers a stellar experience, and minimize technical setup for partners as the event hosts. Additionally, there are several CIE Office 365 mobile kits that can be shipped to Microsoft offices (that do not already have stationary CIE equipment), offsite venues or directly to your customer s choice of location. Mobile CIE kits have the same great CIE equipment found in the MTCs & Microsoft field CIE rooms. There is no cost to qualified partners. Microsoft pays for shipping, manages the delivery of the mobile kit to your door, and provides technical support for the hardware and CIE setup. 20

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22 The standard CIE kit A standard set of Microsoft-owned CIE hardware (stationary locations and mobile kits) includes: 1 HP Z820 Server + Monitor (stationary locations only) 5 Microsoft Surface Pro 3 3 Lenovo Carbon X1 Touch Ultrabooks 3 Lenovo Thinkpad Twists 11 Windows Phones (3 Windows Phones in Mobile Kits) 1 ipad Air 1 iphone 5s Power supplies, Mice, Dongles, Gigabit Network Switch, Wireless Access Point, Net cables, Headsets, USB Imaging sticks, USB Backup drive, USB Hub, Stylus, Business Cards 22

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24 CIE modules A CIE session consists of modules that highlight various solution areas. All modules are covered in each CIE session. However, depending on the areas of customer interest, potential sales or services opportunities, or other relevant factors, the session might focus on some areas more than others. Experience mobile productivity Encourage social collaboration Gather personalized insights Enhance organizational productivity 24

25 The modules that make up the CIE day in the life session are as follows: Experience mobile productivity Manage personal and work-related information on the go. Encourage social collaboration Streamline communications among employees, customers, and business partners. Gather personalized insights Turn data into information and turn information into insight. Enhance organizational productivity Communicate instantly, find subject-matter experts, conduct meetings on the fly, create and share content across boundaries and devices. 25

26 Specialized versions of CIE To provide a powerful, relevant experience, qualified partners can access and use specialized versions of the CIE environment. All of these versions follow a story line that is similar to the standard CIE, but they help to deliver targeted content or industry-specific messages. To utilize the specialized versions of CIE, partners simply complete the standard CIE facilitator training, then self-train on the industry-specific storyline and content by using the facilitator guides provided on CIE for BI CIE for Healthcare CIE for Education CIE for Government 26

27 CIE for Business Intelligence An extension of the standard CIE environment, this CIE session covers topics surrounding the new world of big data and data warehousing. CIE for BI is typically a standalone session or follow-up from a standard CIE. Duration is approximately 2 hours and is a blend of hands-on experiences and presentation. CIE for Healthcare Covers topics such as clinical investigation, collaboration, tele-medicine, and workflow across the care continuum to drive better outcomes and improve efficiency. CIE for Education Covers topics relevant to either K-12 or Higher Ed, such as communication and collaboration, managing classes, attendance, and access to information to improve the learning and teaching process. CIE for Government Covers topics such as emergency-response management, government daily operations, understanding trends in the community, and improving possible impact made by government leaders. 27

28 Rather than relying on sales speak or conjecture from competitors, business managers are able to experience for themselves the power of Microsoft s business productivity offering. - James Savage, Concurrency 28

29 CIE training Our authorized CIE training partner will coach your team through the CIE partner qualification process. In this section we outline the details from start to finish so that you will be prepared to join the CIE partner community. 29

30 Step 1: get nominated Gather the Dream Team To participate in the program, partners must be recommended by a Microsoft sponsor (ie: a PSE, SMB team, or other Microsoft FTE who will nurture your partner relationship). The partner can choose any number of facilitators to go through the qualification process. The profile of a typical facilitator varies, and could include any number of sales, marketing, or technical roles within an organization. Profile of a Great CIE Facilitator Technology Expertize: prospective facilitators should have a deep knowledge of the Microsoft technology stack, including Windows 8.1, Office 365, Dynamics CRM, and a solid understanding of Collaboration, Enterprise Social, and Business Intelligence (BI). These topics are extremely visible within the CIE environment and can create wow moments for clients. See page 16 for the recommended facilitator skill set. Presentation Experience: facilitators should have experience demonstrating and facilitating technology discussions and engagements with business decision-makers and high-profile executives. Coachability: facilitating a CIE is a unique skill that is unlike teaching, presenting, or demonstrating. A key personality trait of a successful facilitator is the ability to absorb and implement the coaching of a the facilitator trainer and peer feedback during the 3.5 days of training. 30

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32 Step 2: facilitators attend training 3.5-day Training Partners must send selected facilitators through the CIE qualification process, wherein facilitators get the foundational understanding they need to deliver CIE events. CIE qualification is based on the individual, rather than the organization. Attendees will practice facilitating CIE modules, and will receive personalized coaching from a BrainStorm trainer. Time Monday Tuesday Wednesday Thursday 8:30-9:00 Check-in Check-in Check-in 9:00-9:30 9:30-10:00 10:00-10:30 10:30-11:00 11:30-12:00 12:00-12:30 Lunch Lunch Lunch 12:30-1:00 Kick-off & Introductions Partner Commmunity Technical Setup 1:00-1:30 Video Review 1:30-2:00 2:30-3:00 3:00-3:30 3:30-4:00 4:00-4:30 Mock CIE Session CIE Videos CIE Program, Guide Review Facilitation Training & Best Practices Teach Backs Teach Backs Teach Backs Teach Backs Teach Backs 4:30-5:00 Closing Q&A 32

33 Day 1 Understand the CIE partner qualification process and objectives and the role of the facilitator, view demonstrations of facilitator competencies, participate in a hands-on demonstration of the day in the life scenario, video recordings of trainees facilitating 1 module of the CIE content. Day 2 Overview of programmatic details and resources, video recording playback, self-evaluation, and BrainStorm facilitator trainer feedback, learn best practices and tips for delivery of CIE sessions, practice leading modules with a BrainStorm trainer. Day 3 Learn what happens during CIE sessions and what to expect from attendees, practice leading modules with a BrainStorm trainer, gain greater understanding of personal productivity software by using UC, BI, collaboration, and the cloud, technical overview of the CIE environment, including setup, configuration, and troubleshooting. Day 4 Continued practice leading modules with BrainStorm trainer, understand partner goals for CIE sessions and best practices for leveraging CIE within a partner organization

34 Step 3: maintain qualified status To provide a high-quality experience for every CIE session, Microsoft requires qualified partner facilitators to maintain qualified status. US CIE-Qualified Facilitator Requirements Deliver first CIE session within 90 days of qualification. Deliver at least 4 CIE sessions annually. Stay current on versions of the CIE storyline and content. Report all CIE sessions on a monthly cadence. Reporting To ensure that CIE continues to be the best sales and marketing program in the US, Microsoft needs to know how many sessions are delivered, who is attending, and how the audience reacts. Partners must report all CIE sessions on a monthly cadence), using their individual facilitator codes. Facilitator codes and reporting instructions are provided upon completion of the CIE facilitator training. 34

35 CIE Facilitator Requirements A facilitator must belong to a current Microsoft Partner Network member organization to remain qualified. If a facilitator transfers to another organization, they may maintain their qualified status, provided the new organization is also active in the MPN, and they obtain a Microsoft sponsor within 90 days of transferring. Facilitators who transfer to an organization not active in the MPN forfeit their US CIE-Qualified status. Facilitators must lead their first CIE session within 90 days of completing the facilitator training, and must lead a minimum of 4 CIE sessions per Microsoft fiscal year. Facilitators are expected to attend quarterly facilitator readiness calls and stay current on the latest content and storylines in the quarterly CIE updates. If at any time a CIE facilitator fails to meet and maintain the qualification requirements, the individual s qualification expires at the end of the Microsoft fiscal year. The individual is then subject to the standard qualification process for new partners. Prospective facilitators or those wishing to re-qualify must complete the standard training process (inperson facilitation training) as defined by the US CIE team. Facilitators who meet and maintain the minimum requirements post-training are not required to attend additional training

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37 Mini CIE Not ready to join the full US CIE-Qualified Partner community? We still have tools for you! Mini CIE is a lighter-weight, easy-to-learn sales tool to share the Microsoft solution with customers through a series of shorter day in the life demo scripts. Using the same Office 365 CIE environment, Mini CIE is great for partners looking to tell the Microsoft platform story in shorter 1:1 conversations, 1:many events, or webcasts. Prerequisites MPN Membership. Windows Live ID. How To Get Started Go to and login with Windows Live ID associated with MPN account. Complete the PACE (Partners Accelerating Customer Experiences) training. What You Will Get Full CIE tenants (all content packs). Mini CIE scripts. 37

38 One 3-hour session thoroughly addressed my business problems and provided helpful solutions. I now have new ideas for my clients that I look forward to implementing. - Noelle DeAtley, Creative Thinking 38

39 Call to action 1 Start Using Mini CIE Today Visit to complete the PACE training and get started using Mini CIE 2 Become a Fully-Qualified US CIE Facilitator Register for US CIE facilitator training boot camp at CIE.BrainStormInc.com 39 31

40 US CIE contacts and more information More Information: US CIE Partner Team: US CIE Facilitator Training: CIE.BrainStormInc.com 2015 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.