Module 1: Student Activity. Identifying Potential Buyers & Customers

Transcription

1 Module 1: Student Activity Identifying Potential Buyers & Customers Before we get into working with Dynamics 365 for Customer Engagement, let s do some research on potential business and customer that you might be able to leverage. When identifying who to target as an organization it is important to identify clients that are a good fit for your organization. There are several factors that can determine if a potential customer is a good fit. These can include: The Company culture (Core business values, business strategies, and over business approach) The team that is responsible to driving business directions and decisions Financials Industry trends Company Position in Industry Before working with any customer, it is important to do some discovery to better understand who they are. This way you will be better prepared when you get in front of them to help them build a customer engagement solution that is based on their current business needs (pain points, etc.). To better understand this process, you will be researching different organizations that you might likely engage with if you were selling or offering a solution. Tasks Required to Complete this Exercise Identify and make note of a Business you might work for that sells Products and / or Services o Identify what those Products or Services would be o Identify what type of customer you would sell the product or service to Consider Industry. Identify 2 potential real businesses that you might engage if you were selling your product or service. o For each business, identify the following: Full Company Name Address Phone Number Identify two different people at each business that would be considered as good contacts. o For each contact, identify the following Full Name

2 Phone Number Identify two pieces of information (company culture, recent news item, etc.) that would good to know or potentially leverage during a first meeting with the customer. Note: The Worksheet that you can use for this exercise, as well as a sample is included with your course materials.

3 Module 2: Student Activity Creating Account/Contacts Your company has implemented Microsoft Dynamics 365. As a new user, you need to become familiar with navigating the application and creating records within the system The Implementation Consultant has suggested that you complete the following tasks using the Microsoft Dynamics 365 Online: Using the Dynamics 365 for Sales Create an Account for your university with 5 contacts, and attach a phone call to each contact. 1. Create an Account for your university in Dynamics 365. a. Go to Sales > Accounts. b. Choose New. c. Fill in your information. Use the handy tooltips as a guide. d. Click Save. 2. Add five employees that work for the university as contacts to the Account you created in step 1. a. Locate the Contacts Sub-Grid b. Click the + to add a new contact c. Fill the contact information into the Contact Quick Create form d. Click Save 3. Create a phone call record in Dynamics 365 for each of the contacts you created in from step 2. a. Open a contact record b. Locate Activities c. Choose Add Phone Call. d. Fill in your information. Use the handy tooltips as a guide. e. Click OK. Try on your Own: Account, Parent Account, Contacts, Connections, Logos and Activities Within Microsoft Dynamics, create the following records: 1. Create four universities from any state you choose (as accounts) within your CRM system. Enter the correct address information for each of the universities you create 2. Find one person from each of these universities and create them as contacts within the application and link them to their respective university.

4 Example: If you created an account for the University of Washington and you created a new contact for Alan Jackson (who may be the admissions director), you would need to set the Account Name field on his contact record to University of Washington. 1. Create an account for University System Headquarters 2. Associate the University System Headquarters account with the following accounts by making it the parent account of the universities you created for this activity. a. Go to Sales > Accounts. b. Choose New. c. Fill in your information. Use the handy tooltips as a guide. d. Set the Parent Account field to the Account you want. e. Click Save. Example: If you created a sub-account for University of Minnesota Athletic Department and you created a new contact for Connie Watson-Jackson (who may be the athletic director), you would need to set the Account Name field to University of Minnesota Athletic Department. 3. Make a connection between each of your University System Headquarters Account and a contact from one of the other universities. a. On the open Account Record b. Locate CONNECT c. Choose another. d. Select University System Headquarters e. Click Save & Close. Example: Connection records within the application, allow a user to connect practically any two records together in the system and define the nature of the connection. For example, if there was a contact record for Bill Smith and Bill referred you to Betsy Anderson, a connection record could be created and the role Bill plays in that connection is that of the referrer. 4. Create two phone call records within CRM that you plan on making one month from today at 10:00 AM. You will be calling a contact from one of your universities for each of the phone calls.

5 5. Create two tasks within CRM that are tied to those same contacts. The task will be due one month from today at 8:00 AM. The subject the task should be Follow up after our call on <date>. 6. For each of your four universities, copy their logo and set the avatar on their record to that logo. Create and Quality Leads; Add Activities to Leads; Add Sub-Accounts; Add Related Contacts 1. Pick three universities or colleges within your state, find the name of the school's president along with their contact information, and enter that into CRM as three individual leads. a. Go to Sales > Leads. b. Select New. c. In the Summary area of the Lead form, enter your lead's company and contact information. d. In the Details area of the Lead form, enter information about your lead's industry and preferred contact method. e. Select Save in the lower-right corner of the form. 2. Create a phone call record for each lead scheduled for one month from today. The subject line should be "Conference call to discuss moving to Washington". (This would be 3 different phone call records) a. Locate Activities b. Choose Add Phone Call. c. Fill in your information. Use the handy tooltips as a guide. d. Click OK. 3. Qualify two of your leads and disqualify one of them. a. Qualify a Lead i. In the Qualify section of the sales process bar, enter all applicable information. ii. Select Qualify at the top of the Lead form. iii. Select Save in the lower-right corner of the screen. b. Dis-Qualify a Lead i. In the Qualify section of the sales process bar, enter all applicable information. ii. Select Dis-Qualify at the top of the Lead form.

6 iii. Select Save in the lower-right corner of the screen. 4. For the two leads you qualify, two new accounts will be generated. For each of those newly generated accounts, add a sub-account for each of those universities' athletic departments. a. Go to Sales > Accounts. b. Choose New. c. Fill in your information. Use the handy tooltips as a guide. d. Set the Parent Account field to the Account you want. e. Click Save. Example: In other words, you need to set create an account for each university s athletic department and make the account that was created as a result of the previous step the parent account of that athletic department account. For example, if the name of the account that was created was University of Minnesota, you would create a sub-account named University of Minnesota Athletic Department and set the parent account to University of Minnesota. 5. For the two new sub-accounts you created in the previous step, find the name of one contact person for that athletic department and add them into Dynamics 365 and link them to their account. a. Locate the Contacts Sub-Grid b. Click the + to add a new contact c. Fill the contact information into the Contact Quick Create form d. Click Save Example: If you created a sub-account for University of Minnesota Athletic Department and you created a new contact for Connie Watson-Jackson (who may be the athletic director), you would need to set the Account Name field to University of Minnesota Athletic Department. Creating and Managing Opportunities Student Activity: Opportunity Creation; Win Opportunity; Lose Opportunity 1. Create two new opportunities. Each opportunity needs to be tied to one of the accounts you created as accounts previously in this course. a. Go to Sales > Opportunities. b. Select New. c. In the Customer field, Select an Account that you created previously. d. In the Summary area, enter the company and contact information for the opportunity.

7 e. The opportunities with these accounts are regarding the potential sale of consulting services to them. (hint: this is what you would use to describe the intention of the opportunity) f. The estimated value for each opportunity is $10,000. g. The estimated close date will be November 1 st of the current year you are in (for example if you are currently in 2018, the estimated close date would be 11/1/2018). Item i v are optional: i. In the Stakeholders section, select the Add Connection record button to add a contact as a stakeholder. (A stakeholder is a key contact at the account who will be involved in decision-making.) 1. In the Lookup box, enter a name or select the Lookup icon to choose from a list of suggestions. 2. To create a new contact, select + New. By default, the contact you add is assigned the Stakeholder role. 3. Click the Role corresponding to the contact to select a different role such as Decision Maker or Technical Buyer. ii. In the Sales Team section, select the Add Connection record button, and then select + New Connection to add a member of the sales team (from your organization). iii. To add competitors, in the Competitors area, select +. iv. To add products, in the Products area, select +. v. To add a quote, in the Quotes area, select h. Select Save in the lower-right corner of the screen. Note: You don t need to start with a Lead. You are able to create an opportunity as a standalone record. For example, in some customer interactions, your customer is certain they will pursue a potential sale with your organization and you feel confident in moving forward with them. In this case, a lead record would not be necessary. You could simply create an opportunity tied directly to your customer. 2. Create one completed phone call for each opportunity. In this phone call you would have called the customer to inquire about a date to meet with them to discuss further details. a. Locate Activities b. Choose Add Phone Call. c. Fill in your information. Use the handy tooltips as a guide. d. Click OK.

8 3. Mark one of the opportunities as being lost. For this opportunity, indicate that you lost it because the you were out-sold. a. At the top of the Opportunity form, do one of the following: b. Select Close as Lost. c. Set as Out-Sold d. Click OK 4. Mark the other opportunity as being won. The final value of this opportunity was $12,000. a. At the top of the Opportunity form, do one of the following: b. Select Close as Won. c. Set the Actual Revenue to $12,000 d. Click OK Try on your Own: Linking competitors to opportunities; linking competitors to lost opportunities. Within Microsoft Dynamics, create the following records: 1. Create two new competitor records with the following information: a. Competitor 1: Name= University of Minnesota b. Competitor 2: Name= University of Iowa i. Choose Sales > Competitors. ii. Select New. iii. Select Save. 2. Create two new opportunities. Each opportunity needs to be tied to one of the universities you created as accounts previously in this course. a. The opportunities with these universities are regarding the potential sale of consulting services to them. (hint: this is what you would use to describe the intention of the opportunity) b. The estimated value for each opportunity is $20,000. c. The estimated close date will be December 1 st of the current year you are in (for example if you are currently in 2017, the estimated close date would be 12/1/2017). 3. Create one completed phone call for each opportunity. In this phone call you would have called the customer to inquire about a date to meet with them to discuss further details.

9 4. Link the two new competitors you created in this lab to each opportunity you created in this lab. a. Locate the Competitors Sub-Grid on the Opportunity b. Click the + to add a competitor c. Select a competitor you created previously 5. Mark each of the opportunities as being lost. Indicate that you lost one opportunity to the University of Minnesota competitor and the other to the University of Iowa competitor. Module 3: Student Activity Microsoft Social Engagement Scenario Most of HCL s customer and competitors are very active on Social Media. HCL itself tends to be very active on social medias well, but mainly when it comes to posting information about the company. They are just now starting to understand the potential to use social media to help identify potential concerns that customers are voicing, as well as to identify new potential customers and help to drive new business. They understand that customers are looking to potentially engage with vendors on social media. They also understand this provides them with an opportunity to identify potential clients and provides another channel to engage with them. HCL has committed to redefining their Social Media Strategy, they want to focus on several different aspects. Use Social Media as a selling tool, and unearth potential sales Opportunities Better target what specifically is being said about HCL, HCL s Products, and HCL s Competitors on social media Providing a mechanism for Relationship Managers to engage directly either as themselves or the company Incorporating Social Media Data into their Dynamics 365 environment

10 1. Relationship Managers should be able interact on Social Media using their Social Media Accounts. As part of their Dynamics 365 subscription, HCL also has Microsoft Social Engagement. They see this as a major opportunity for them to better connect with their customers through social media. All their Relationship Managers have been highly encouraged to use Microsoft Social Engagement to identify potential opportunities, and engage directly with customers. Scenario: You are a Relationship Manager with HCL who has been with them for about 5 years or so. You are very active on Social Media. You have several Social Media accounts that you would like to be able to use to engage with your customers through social media. You need to connect your Social Identities to Microsoft Social Engagement, including: (Based which social media accounts you have) Twitter Instagram LinkedIn Facebook Tasks to Accomplish in this Exercise: Connect your Twitter account to Microsoft Social Engagement Connect your Facebook user profile to Microsoft Social Engagement Connect your LinkedIn profile to Microsoft social engagement Connect your Instagram Account to Microsoft Social Engagement 1. Connect your Twitter Account to Microsoft Social Engagement Open you Microsoft Social Engagement Subscription Navigate to Portal.office.com Click Social Engagement Go to Settings > Social Profiles Add a Profile, Select Twitter Profile Log into your Twitter account, and Authorize Access Allow Data Acquisition, and Private Message Acquisition Click Save.

11 2. Connect your Facebook user Profile to Microsoft Social Engagement Add a Profile, select Facebook User Log into your Facebook account, and Authorize Access Allow Data Acquisition, and Private Message Acquisition Click Save 3. Connect your LinkedIn user Profile to Microsoft Social Engagement Add a Profile, select LinkedIn Profile Log into your LinkedIn account, and Authorize Access Allow Interactions, Click Save 4. Connect your Instagram user Profile to Microsoft Social Engagement Add a Profile, select Instagram Account Log into your Instagram account, and Authorize Access Allow Data Acquisition, and Private Message Acquisition Click Save Note: If you do not have all of these accounts, only connect to accounts that you have. 2. Want to be able to efficiently search for and target what is being said about HCL, HCL s Products, and HCL s Competitors on social media. One of HCL s primary competitors is Microsoft. (for purposes of this course we will treat Microsoft as a Lending company) It is critical to HCL to understand what potential and current customers people are saying about Microsoft (both positive and negative), but also to monitor some of Microsoft s social accounts and understand what Microsoft is posting on Social Media. They understand that it will be almost impossible to have any truly usable information if they are monitoring every post that has anything to do with Microsoft, so their primary focus is going to be on Finance and Operations. They want to focus on the following: Search for Twitter posts that their competitors are posting.

12 Search Twitter and News sites for posts that people are saying about their competitors. Scenario: You want setup and search for the following items related to Microsoft: Posts that mention Microsoft and the words Finance or Operations in the same post. You are only concerned with items being posted on Twitter and New site Any Posts that Microsoft posts from their Microsoft Dynamics CRM Twitter Account Tasks to Accomplish in this Exercise: Create a Search Topic called Microsoft Add a Twitter Rule that Monitors Microsoft s Dynamics CRM Twitter Account Add a Keywords Rule that Monitors Twitter and News related posts for content related to Dynamics 365 Finance and Operations 1. Create a Search Topic Called Microsoft Go to Search Setup. Click the New button (Plus Sign) Name the Search Topic Microsoft, Set category to Competitors Leave the Search Topic open 2. A Twitter Rule that Monitors Microsoft s Dynamics CRM Twitter Account: Under Rules, click the New button (Plus Sign). Select Twitter Rule. Set Messages Types to Tweets & Replies. Select your Twitter Profile Search for the Twitter handle Microsoft Dynamics CRM Click Apply. 3. A Keyword Rule that Monitors Twitter and News Related sites for Post about Microsoft s Dynamics Finance & Operations:

13 Under Rules, click the New button (Plus Sign). Under Sources check only Twitter and News. Set Languages to English. Under Keywords; Enter Dynamics 365 Under Inclusions; Enter Finance, Operations (Separate by Comma) Leave Exclusions Empty Click Apply. Click the Save button to save the Search Topic IMPORTANT: Microsoft Social Engagement does not start to collect posts until you save the Search Topic. Post that are returned from the search topic do not show up right away, it can take at least a day or two before you will have enough relative data to do something with. 3. They want to leverage Social media as a Selling Tool. HCL understands that organizations want to do business with other organizations that are seen as experts in their field. One way that you can demonstrate a level of expertise is by posting and sharing relevant information on Social Media. It is important to HCL that all of their Relationship Managers are active on Social Media, and that they are actively posting relevant information for their clients. Scenario: You understand that if you want to be an industry expert, you need to better leverage Social Media. You would like to be provided with recommendations on posts that might be of interest to you based on specific criteria. Items that he would like to consider for Recommendations are: Any posts that are uncovered based on his Microsoft Search Topic He would like those posts to be classified as Competitor based Posts. He is really concerned with post information coming from Twitter LinkedIn Instagram Facebook

14 Tasks to Accomplish in this Exercise: Configure the Social Selling Assistant Define the Content you want to Share Define the information you want to Gain Insights on Define the Social Profiles you want to use to interact 1. Configure the Social Selling Assistant Navigate to Social Selling. 2. Define the Content you want to Share Click the Personalize button Click on Share Content Click Edit Click the Microsoft Search Topic, click Add (If you are not able your changes, remove the Microsoft Search topic and add it back in) Click Save Select the back arrow, until you are back to the Personalize screen 3. Define the information you want to gain Insights on. In the Personalize screen, click Get Insights Click the Remove button next to Customers. Click the Remove button next to My brands. Click Save Click the Get Insights button again Click Add Enter Sample Topic for the Name Under Search Topics, click the Microsoft Search Topic Click Save Click the back arrow until you are back to the Personalize screen 4. Define the Social Profiles that you want to use for interaction. (These will likely already be defined, but it does not hurt to verify). From the Personalize screen, click Social Profiles. Verify all the Profiles you defined earlier are there. If you are missing one, click the Add Profile button, and add the Profile you want.

15 Once all profiles are defined, click the Back button until you are at the Personalize screen. If the Personalize screen says that you are 100% configured, click the back button to return to the Social Selling Assistant. IMPORTANT: Microsoft Social Engagement depending on how long ago you defined you search topics that are being used for the Social Selling Assistant you may not see any posts yet. You many need to wait a day for the search topics to capture posts that you can work with. Scenario: As you are working through the recommendations that to Social Selling Assistant Provides, you want to quickly can perform and act. When you see posts that are recommended as being shared, you want o to share them with the appropriate people, and through the appropriate account. When they are insights, you want to provide them with the necessary insights. Tasks to Accomplish in this Exercise: Share a Post using the Social Selling Assistant Interact with an Insight post 1. Use the Social Selling Assistant to Engage Navigate to the Social Selling Assistant Locate a Post that is being recommended as Share Content Click the Share button Define who you want to share this Post with Click Send (If you do not actually share the post that is OK) On that same post click Done to remove it from the Social Selling Assistant Find a Post that is labeled Insight, and click the View button Click Done 1. Would like to have a tightly integrated environment between Dynamics 365 and Microsoft Social Engagement.

16 HCL realizes that many of their Relationship Managers may not have the ability to spend all of their time inside the Social Engagement application. Most of the Relationship Managers are going to want to focus on the information that is surfaced in Dynamics 365. HCL sees this integration being facilitated in a few ways: They would like to capture information on Competitors in Dynamics 365 They would like to see the most recent posts captured in Social Engagement on the Competitor record in Dynamics 365. Tasks to Accomplish in this Exercise: Connect Dynamics 365 to Microsoft Social Engagement Configure the Competitor For to display Social Insights Create a Competitor for Microsoft, and configure the Social Insights Widget. 1. Connect Dynamics 365 to Microsoft Social Engagement In Dynamics 365, Navigate to Settings > Administration > Microsoft Social Engagement Configuration Click Continue Select Your Microsoft Social Engagement Account in the Dropdown box, and click Select 2. Configure the Competitors Display Microsoft Social Engagement Information on the Competitors record in Dynamics 365 Navigate to Settings > Customizations > Customize the System In the Default Solution, Expand Entities and Expand the Competitor Entity Click Forms under Competitor Entity Open the Competitor Main Form Click the Insert Tab and insert a One Column tab under the competitor tab Double click the New Tab, Change the Label to Social Insights, Click OK

17 On the Insert ribbon, click the Social Insights button, and the click OK to add it to the form Select the Home tab, and click Save, then Click Publish 3. Setup the Microsoft competitor record in Dynamics 365, and configure the widget to display info from the Microsoft Search topic. Navigate to Sales > Competitors Click the New Button Enter Microsoft Information into the record Click Save to Save the record In the Social Insights item, select Configure Social Insights Select Search Topic, and click Next Select the Microsoft Search Topic you created earlier, click Next Select Recent Posts and click Finish Scenario: May times you will encounter potential leads from items captured in Social Engagement. You want to be able to create new records in Dynamics 365 based on social posts Tasks to Accomplish in this Exercise: 1. Configure a connection to Dynamics 365 from Social Engagement 2. Configure the connection to create Leads in Dynamics 3. Create a Lead from a Post 1. Connect Microsoft Social Engagement to Dynamics 365 Navigate to Settings Select the Connections Tab Under Connections click Microsoft Dynamics 365 Click the Add button (Plus Sign) Set the Connection Type to Dynamics 365 (Online) Enter the URL of you instance. (For Example: Click Continue If Prompted, click Sign in (Supply your login Credentials) Verify that the instance is enabled, and it is set as the default instance. Verify that Lead is an option under Record Details

18 Click Save 2. Convert a Social Post to a Lead 1. Open Microsoft Social Engagement 2. On the Right had side of the screen, click Posts 3. Select a Post and Select Link to Dynamics 4. Choose Lead, and click Create Module 4: Relationship Selling Scenario One thing that HCL understands, is that with all the new options available today to clients, that it is more important than ever, to build strong long-lasting relationships with their customers. They have started to see that in recent years, overall customer satisfaction has started to fall. More and more customers are starting to take their business else ware. HCL makes it a policy that when they lose a customer to a competitor, to reach out to them to identify why the customer elected to switch. Some of the items they have heard include: Relationship Managers don t truly understand who they are as a customer. Overall Communication is Lacking: o Reps only tend to reach out during sales cycles. (They never hear from them otherwise) o Reps are difficult to get a hold of Most of HCL s Relationship Managers have echoed this point as well. They keep pointing out that with all the communication methods available, it is becoming increasingly hard to sort through it all and identify what is the most relevant communication.

19 Another key area of concern for HCL, is that they don t seem to be winning as many new deals as they have in the past. When reaching out to Relationship Managers to discover why, they have discovered a few things: More and more organizations have higher amounts of turn over. This is making it increasingly hard to identify the right person to talk to. Once they find the right person to engage with, they are finding that it is becoming extremely difficult to get their feet in the door. Either they have already been engaged with someone else or they see HCL as an older company that is not keeping up with the times. After compiling all of the data HCL has identified three main areas that they want to focus on: Customer Research: It is critical customer qualification and research is easier for their Relationship Managers. Getting in-front of the Customer: They need to find ways to get in front of the right decision makers quicker. Maintain better overall relationships: They need to ensure their relationship managers are considered trusted advisors and not just people selling them something 1. Streamline the Qualification process by facilitating research from within Dynamics 365. Many times, a potential opportunity to finance a project will be uncovered and assigned to a Relationship Manager as a Lead inside Dynamics 365. A relationship manager will call that lead directly and attempt to qualify them as a potential customer. More and more they are finding that the leads they are getting are not the right customer. HCL wants to make it easier for Relationship Managers to qualify potential leads before reaching out to them.

20 A good lead with potential for revenue usually has at least one or more of the following qualities: They are considered an Enterprise Customer o Their Net Worth is over 1 Billion Dollars o They Have been in Business for more than 5 years o They are looking to do something within the next 6 months to a year o They have done business with us in the past They are a large retailer or hospitality company o Large Big Box companies with hundreds or thousands of retail locations o Large Hotel chains o Franchise s (with support from parent company) Manufacturing Organizations Health Care Organizations Sports Franchises Companies in Transition (Their Net Worth is over 500 Million and one of the following:) They were recently bought by another company They had a change in Senior Leadership The recently purchased another company Tasks to Accomplish in this Exercise: Install and Configure the Insights Powered by Inside View Solution into your Dynamics 365 Subscription Use Insights to build a List of clients to research 1. Install and Configure Insights 1. In Dynamics 365, navigate to Settings > Microsoft App Source 2. Search for Insights 3. Select Insights, powered by InsideView, and click Get it Now 4. Agree to the License Agreement and click Continue 5. Select the Dynamics 365 Trial Organization you have been working with

21 6. Check both Agreement Check Boxes 7. Click Agree 8. The Solution will be installed. (It can take up to 10 to 15 minutes for it to install.) 2. Use Insights to build a list of Clients 1. Navigate to Insights > List Build 2. Configure the Search as Follows Revenue between 1B and 3B Location: State = WA 3. Save the List as WA Companies 4. With the list still open, expand the Company Info section on the right side of the screen. 5. Select one of the companies Listed Click the Eye button to add them to your watch list Click the Add to CRM button 6. Click View Account 7. On the Insights Panel on the right, click RESEARCH Under Similar Accounts, select one of the Suggestions provided Click Add to CRM 2. Get in front of the right Customer sooner. (Note: this Option Requires a LinkedIn Sales Navigator with either Team or Professional Licensing. Because Licensing can be extra, the Steps to accomplish this have been provided) Once they have pre-determined that this customer is a good customer to do business with, they want to ensure that Relationship Manager are not only finding the right contact, but using all of the tools at their disposal to get in front of them as quickly as possible. Jacob a Relationship Manager, has just completed researching a potential client that was assigned to him as a Lead in Dynamics 365. He has determined that the client would be worth pressuring. Jacob as very active on Linked in and HCL does currently have a LinkedIn Enterprise License.

22 He wants to be able to Leverage LinkedIn Sales Navigator Integration to do the following: Identify the who the best contact point will be to engage with a potential Financing Project Reach out to an Existing connection on his LinkedIn Network to ask for an introduction to the customer. Reach out to the potential customer to try and set up a meeting The details of the meeting should be logged in Dynamics 365 for historical purposes. Send out post meeting marketing materials, which will Include: A copy of the Presentation that was delivered to the customer A Link to a video that might be useful A Return on Investment (ROI) document It is Important that the marketing materials are sent out to everyone that attended the meeting, and that all the information about them in Tracked. 1. Research in LinkedIn Sales Navigator Open Sales Navigator Click in Advanced, choose either Search for Leads, or Search for Accounts Enter the searching Criteria you want, number of results will filter as you search, Click Search Choose one of the items returned, save as an account Select the Account to open it Identify one or more recommended leads for the company Click Save as Lead 2. Send a PointDrive Presentation In Sales Navigator click the PointDrive button next to you Profile Image. Click New Presentation Enter a Title Add a Personal Message To Add an Asset click Insert Content Define the specific for the content you want to insert. Repeat for every asset that you would like to attach. Click Get Link

23 Copy the Link and Send to anyone 3. Better Manage and Maintain relationships with new and current customers. For the first time in its history HCL is starting to lose customers. One of the primary reasons clients state is costs, and unhappiness. HCL s fees for their services have always been a little higher than their competitors, and they have never seen as many customer leave based on price. What s even more interesting is that, while HCL s fees are currently higher than most of their competitors, they are much closer to their competitor s fees than they have ever been before. Since many of their customers are also reporting unhappiness, HCL did some investigating and found that customers do not feel like their HCL Relationship Manager knows them as well as they should. They don t feel like they are focused on them, and they are treated more like a number. This has never been the case before with HCL. Their customers have always felt like they are first. HCL as an Organization wants to do a better job of managing activities and communicating with their Relationship Managers on tasks that they need to accomplish. HCL s Primary Goals are as follows: Ensure that Relationship Managers are notified about keys items such as: Opportunities that are scheduled to close in 5 days or less. Any Meetings, Tasks, or other items that are due today Any Accounts, Contacts, or Opportunities that have had no Activity in the Last 30 Days Any Leads that have not had any Activity in the last 7 days Jacob realizes that many customers are unhappy and wants to do a better job of man Other items like Flights, missed s, relevant News and So on would also be helpful

24 Provide Relationship Managers the Ability to track activities on s they send to their clients. Tasks to Accomplish in this Exercise: Configure the Imbedded Intelligence feature on Dynamics Configure the Relationship Assistant Navigate to Settings > Intelligence Configuration Click I Accept to Accept the License Agreement Under Relationship Assistant, click Configure Under Advanced Cards, click Enable enhanced cards for your organization Click Save Under Relationship Analytic Cards, ensure that they are set as follows: No Activity with Account: 30 Days No Activity with Case: 7 Days No Activity with Contact: 30 Days No Activity with Lead: 7 Days No Activity with Opportunity: 30 Day Under Productivity Cards, uncheck Nearby Customers Click Save 2. Configure Engagement Click Overview to return back to the overview tab Under Engagement click Grant Permission After permission is granted, set the feature to enabled 3. Use the Relationship Assistant In Dynamics 365 Navigate to Sales > Accounts Select an Account from the List or create a New Account Using the Navigation bar for the account, display the related Opportunities for the Account In the Opportunity Associated view, click Add New Opportunity Enter the Following: Name: Sample Opportunity Est. Revenue: 25,000 Est. Close Date: Tomorrows Date Click Save

25 Select the Name of the Account again to return to the main screen of the account: Click the Activities Tab Click the Ellipses and Choose Appointment Enter a Subject Set the Appointment for tomorrow from: 9:00 AM to 10:00 AM Click Save Close and Re-open the account (You will not see relationship Assistant cards being displayed.) Module 5: Student Activity Actionable Analytics Scenario Reporting and analytics are also very important to HCL. Agents need to easily see what they have done, and what is assigned to them from a central point. Managers need to quickly identify trends happening in their call centers, and make business decisions based on those trends. They also want the flexibility to analyze data using a variety of tools. These tools could include: Dynamics 365 out of the box reporting functionality Dynamics 365 charts or dashboards Microsoft Excel Power BI. HCL has identified two main areas that they would like to focus on for analytics: 1. Quickly Analyze Data with Microsoft Excel Many of HCL s employees use Microsoft Excel for the reports use daily. They are very comfortable with it, and can easily create the items they need. Several of these power users would like to be able to take information from Dynamics 365 and put it into Microsoft Excel.

26 Scenario: Many of HCL s employees use Microsoft Excel for analytics and working through customer information. HCL wants to ensure that the Excel Template is easily accessible by employees in Dynamics 365. You have been asked to create an Excel template that other HCL employees will be able to easily access from inside Dynamics 365. The template should include the following: Based on the Opportunity entity in Dynamics 365 and include the following columns: Topic, Potential Customer, Est. Close Date, Est. Revenue, Contact, Account, Probability, Rating, (Potential Customer) The Template should include a Pivot table that provides the number of Opportunities by Priority. It should also include a Pie Chart based on the Pivot Table Once the template has been created, upload it back into Dynamics 365 so it can be used by other users in the application. Tasks to Accomplish in this Exercise: Create an Excel Template based on the Opportunity entity that meets the criteria outlined in the scenario. Upload the template into Dynamics 365 for use by other employees 1. Create an Excel Template based on the Opportunity entity that meets the criteria outlined in the scenario. Navigate Service > Opportunities Select Excel Templates, and click Create Excel Template Ensure that it is being displayed as follows: Filter by Entity: Opportunities Used Saved View: My Open Opportunities Click Download File Open the file that you just created Create a Pivot Table from the case data Select all the data in the Excel file Select the Design tab Click Summarize with Pivot Table Make sure to place the table in a New Worksheet Click OK Drag the Priority field to the Rows section

27 Drag the Topic Title to the Values section Create a Pie Chart based on the Pivot Table Click inside the Pivot Table Click the Insert Tab Select a 2d Pie-Chart Place the Pie-Chart next to the Pivot Table Save the Excel Template to your Desktop 2. Upload the template into Dynamics 365 for use by other employees In Dynamics 365, navigate Service > Opportunities Select Excel Templates, and click Create Excel Template Click the Upload button Click Browse and locate the Excel Template you just created Click Upload Name the File Opportunities by Priority Click the Save button Press F5 to reload the application Select Excel Templates, Choose Opportunities by Priority, Click Open in Excel Online 3. Agents need a central view that they can access to view daily activities You are looking for a more streamlined way to manage your Opportunities and daily activities. you would like to have a centralized dashboard that you can access that displays specific information related to your job requirements. The dashboard should contain the following information. A list of all the open Opportunities that they are currently assigned to them. A list of all the open Activities assigned to them. Opportunities by Rating All of the Accounts Assigned to them Tasks to Accomplish in this Exercise: Create a new dashboard that called Opportunity and Activity Management.

28 Add a list of open Opportunities to the dashboard Add a list of your open Activities to the dashboard Add a list of your active Accounts to the dashboard Include the Opportunities by Rating Chart 1. Create a new dashboard that called Case and Activity Management. Navigate to Service > Dashboards Click New Select 2-Column Regular Dashboard, click Create Name the Dashboard Opportunity and Activity Management Click the Insert List Icon on one of the Tiles Set Record Type to Opportunity, and View to My Open Opportunities Click Add Click the Insert List icon on another Tile Set Record Type to Activities, and View to My Open Activities Click Add Click the Insert Chart icon on another Tile Set Record Type to Opportunities, View to My Open Opportunities, and Chart to Opportunities by Rating Click Add Click the Insert List icon on another Tile Set Record Type to Accounts, and View to My Active Accounts Click Add Save & Close the Dashboard Press F5 to reload the application Click the down arrow next to the Dashboard Name Under My Dashboards, select Opportunity and Activity Management

29 Module 6: Student Activity Engagement and Gamification Scenario The finial two areas that HCL would like to see if they can improve on are cutomer engagement and overall company job performance. They have identified two areas that they feel they could leverage to accomplish this: Leverage Surveys to reach out to customers to gage overall satisfaction and interest in new or additional offerings Find new ways to incentivize HCL s relationship managers and service staff. 1. Leverage Surveys to reach out to customer to gage overall satisfaction and interest. HCL know that overall, most of their customers are overall very happy with what HCL is providing them. However, as will all companies, they understand that not all it could be improved on. They know that many of their customers are totally happy, and many of them may be uncomfortable with expressing those concerns face to face. Scenario: HCL would like to be able to engage better with their customers to better understand their overall satisfaction level with HCL. They feel like they could better accomplish this if they provided their customers with surveys that they could complete from time to time. They feel like there are three scenarios where they could do this: Once they have taken a new customer through their 2Lend process. This is often the first real exposure that a new customer has had to HCL, they feel it would be a nice option to gage their overall happiness with HCL as a whole. To try and remain a leader in their industry, they often are offering new products and services, or conducting different campaigns. They feel that running some surveys from time to time would help with this.

30 Every 6 months or so, they would like to send general satisfaction survey to their customers. It is important to HCL that as they are getting these responses back, they can act on them. For example, if a customer expresses concerns, or if the survey responses seem to point to being unhappy, they would like to initiate task, or other follow-up actions. Solution: HCL is going to install the Voice of the Customer survey solution into their Dynamics 365 environment. They are going to create two base surveys: Post 2Lend Survey: The post 2Lend survey will be sent to any new customer, after their first initial Order has been completed. It will contain 5 questions: How happy were you with your overall experience? How satisfied they were with their Relationship Manager? How satisfied were they with the closing experience? How likely are they to recommend HCL to someone else? Any additional comments or suggestions? By using the piped data feature in the Voice of the Customer solution, the questions will be tailored to include items like the name of the relationship manager they worked with and the closing company. Each of the first four questions will have 5 possible rating values to choose from and total point value of 25 points per question. When someone who completes the survey, and their total survey score 70 or less, they will trigger a case in the system to have someone follow-up with them. Customer Satisfaction Survey: The customer satisfaction survey will be sent to any customer that has actively done business with HCL in the last 6 months. They will be sent out every 6 months based on anyone who has a loan that has closed during that period. It will contain 8 questions: How would you rank your overall satisfaction with HCL? How would you rank our communication with you? How would you rank your overall satisfaction with your R.M.?

31 How would you rank your R.M. s knowledge of you? Would you be interested in any of the following? If yes, which ones? How likely are you to recommend HCL to someone else? Do you feel that HCL s offerings align with your needs? Any additional comments and suggestions Using Advanced Find, someone will identify all customers that have had an Order that closed in the last six months. They will then send a mass to each client that will include the URL to the survey. The new Product Survey, will be created as needed by their product offering teams when new products or service are offered. 2. Find new ways to incentivize and motivate employees. Overall, Management at HCL feels like they are close in terms of what they have been doing in the past regarding new and returning business. While that seems OK, they don t seem to be moving forward and increasing volume of business either. As of late, they have started to notice that their employees don t seem to have the same spark and desire that they have had in the past. Another area that concerns management is that lately they are starting to see some animosity between the different departments. Scenario: HCL would like to find new ways to get employees excited about their job again. They feel this help should help to start a uptick on getting new business. Additionally, they really want to find a way to get the different departments at HCL to be vested in each other. The service people feel as though they do all of the work, and the relationship managers get all of the rewards. The Relationship Managers, feel like they spend all this time working on clients, and then when it comes to servicing loans and Items, their customers are being lost in the shuffle. Solution: HCL is going to leverage Dynamics 365 s gamification solution to create Fantasy Inspired games that can be leveraged by their both their Sales and Service people.

32 Since their employees are really into basketball they are going to create a basketball inspired game. There will be KPI s for the following: Sales Related: 1pt for every 5 Phone calls made 2pts for every 5 appointments 3pts for every new Opportunity 5pts for every closed Opportunity Service Related: 1pt for every 10 Activities 2pts for every closed case 5pts for every referred Opportunity 10pts for every closed referred Opportunity Each team will have 5 Positions. Center: Relationship Manager Power Forward: Service Rep Small Forward: Relationship Manager Shooting Guard: Relationship Manager Point Guard: Service Rep Each position will have up to 5 employees that could potentially be selected. All of the employees available at a position will be grouped together based on skill, experience, and past performance. This will ensure that people cannot select an all start team. Prizes will be awarded for the winning team, and for each person who is the leader at an overall position.