Building an Adoption and Change Management Practice. Ginny Hoban Sandy Walker

Transcription

1 Building an Adoption and Change Management Practice Ginny Hoban Sandy Walker

2 "Every industry whether it s oil and gas, retail, financial services, agri-tech all are being transformed by digital technology.

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4 Evolving partner business model 18 % Forrester 2018 Microsoft 365 Enterprise TEI study commissioned by Microsoft, year over year.

5 $9.5B The overall market for change management related to Microsoft technologies for 2019 is $9.5B, growing at 7% annually. ¹

6 Adoption & Change Management Why Now? Microsoft 365 an enabler for business transformation Transformation means change: changing processes, how people collaborate, and improved business outcomes. Change creates challenges and opportunities for Partners and Customers. 90% of global businesses have initiated a formal digital transformation initiative of some form.* Challenges People resist change resistors can prevent success Many customers think they can manage change themselves, but don t have skills or bandwidth Post-implementation engagements often underfunded Opportunities Broader awareness about the importance of human factors in driving change Change Management techniques have matured significantly, discipline awareness increased Customer mindset shift toward broader transformation initiatives versus single-workload solutions *

7 Invest in your Adoption & Change Management practice 1 Create your business case to invest 2 Prepare (or hire) your team 3 Build & package your Change Management offer 4 Align your Microsoft 365 expertise with your ACM practice 5 Leverage your Microsoft investments

8 Create your business case to invest in ACM

9 emerging patterns Customers are on a journey with different digital maturity levels Build Digital Capabilities Build Digital Businesses M O D E R N I Z A T I O N I N D U S T R Y & H O R I Z O N T A L T R A N S F O R M A T I O N A L Foundation for DT Common initiatives: Digital workplace Digital customer experience Transform the datacenter App innovation Solution-centric engagements Industry Solution examples: Predictive Maintenance, Customer Insights, Citizen Services Horizontal Solution examples: Digital Marketing, Employee Self Service, Smart Buildings Reimagine their business CXO sponsorship Digital Maturity Model assessment Comprehensive program of change Can involve new commercial models May be an Alliance Class deal

10 Why do customers need Adoption & Change Management? Microsoft 365 solutions enable your customers to achieve business outcomes cost savings, time savings, simplifying and automating processes. These outcomes can only be achieved if end users adopt and use the new technology, and use it as intended.

11 Data Supports the Connection Percent of Study Participants Who Met or Exceeded Objectives 100% 93% 80% 77% 60% 6X 40% 43% 20% 15% 0% Poor Fair Good Excellent (n=496) (n=1441) (n=1796) (n=354) Change Management Effectiveness Prosci 2018 Benchmarking Data Data from 2007, 2009, 2011, 2013, 2015, 2017 Prosci. All Rights Reserved. 11

12 adoption insights

13 adoption success Defined a vision and identified how Office 365 will be used Obtained proactive support from senior leadership to encourage use of Office 365 Provided training for end users Raised awareness through , Intranet announcements, posters, teaser videos, newsletters

14 drive adoption Organizational Development Business Acumen Technical Competence Marketing & Communications Portfolio Management Leadership Capability

15 Prepare (or hire) your team

16 Customer success = technology + people change Successful adoption of a new solution is the result of different and complementary disciplines: deploying new technology and changing people s behaviors. Technical Deployment Technology perspective focused on solution deployment Paid based on solution deployment Work completed by Technical Specialist Professionals with technical certifications Work with IT & Technical Decision Makers One-time, single workload adoption Change Management Organization-wide perspective focused on changes driven by technology Paid based on business outcome Work completed by Customer Success Managers with change management certification Work with C-Level and Business Decision Makers On-going work driving adoption of multiple workloads While both practices may exist within the same partner organization, there should be two separate functions focused on different business outcomes.

17 Sample Customer Success Manager job description Job Description A Customer Success Manager (CSM) helps deliver real change and adoption within our customers by reducing implementation risk, increasing usage of existing workloads, and identifying opportunities to support additional workloads. As a result you are enabling our customers to realize business value from their investment in Microsoft 365 and making them passionate advocates of Microsoft. Role Priorities Drive customer success Meet usage goals aligned to customer business outcomes and lead usage governance in partnership with your internal and external stakeholders Deliver business outcomes with Business Decision Maker (BDM) engagement Develop BDM relationships and deep customer knowledge to drive quality Customer Success Plans (CSPs) centered on driving business outcomes and value Proactively manage customer health Promptly respond to and manage pipeline, engagements, health and risk alerts through key tools, programs and insights Amplify the Voice of the Customer (VoC) Share success stories, leverage VoC programs and drive timely blocker escalations Qualifications: In order to be successful, you would ideally have demonstrable experience in: CxO engagement within customer accounts xx+ years of experience in consultative selling. Have experience in consultative selling and/or delivering real value for customers based on their business outcomes through a depth of engagement with business stakeholders. Proven ability to identify the use case scenario s for adoption in line with the customers business processes and priorities, as well as experience in helping customers with their digital transformation through driving adoption and change management. Great executive engagement skills, enjoy developing trusting relationships with your customers Communication and presentation skills Become a trusted advisor Become a trusted advisor to your customers and team through readiness, community engagement and success excellence

18 Engage both leadership and end-users for greatest business impact Build your solution to align both common scenarios the combination speeds customers time to value What Focus on changing how customer organizations work Determine the customer s technology roadmap Optimize the customer s internal processes How Use proven methodologies to drive change Speak the BDM s language, focus on business outcomes, train BDMs to be leaders of change Hold vertical expertise, understand processes What Focus on end user adoption of new technology Train end users; help them use technology to be more productive How Know how to identify knowledge gaps Ability to show value of the new technology Speak the end user s language and translate business goals into day-in-the-life scenarios

19 Consider your Change Management certification Evaluate leading Change Management methodologies and certifications to determine the right approach to support your offering. Research leading Change Management industry organizations to learn about methodologies, training and accreditation for Change Management professionals. Industry leading Change Management accreditation organizations include: Prosci ChangeFirst Association of Change Management Professionals Change Management Institute Note: Microsoft Customer Success Managers align to the Prosci methodology.

20 Resources to support your ACM practice development The Change Management Partner Framework Microsoft 365 Prosci IP Bundle A simplified change management approach tailored for partners like you to help to drive Microsoft 365 customer adoption. Prosci Change Management set of resources which provide an introduction to change management and templates to build your own practice. Cost of $650 per license. Change Management Framework: aka.ms/changemanagement-for-partners Microsoft Prosci IP Bundle: aka.ms/acmpartnerprogram

21 Customer oriented Microsoft 365 Adoption Guide This End User Adoption Guide is a step-by-step guide for organizations interested in the most effective ways to maximize their investment in Microsoft 365. Microsoft 365 Adoption Guide: aka.ms/adoptionguide

22 Become a Microsoft 365 Adoption Specialist A new course delivered via EdX.org designed to help you understand the six knowledge areas required to successfully drive the adoption of Microsoft services in your customer. A Service Adoption Specialist brings together business acumen and technical knowledge with an understanding of how to drive change. Microsoft Services Adoption Specialist Course: aka.ms/adoptioncert

23 Realize true transformation value via Microsoft Transform Business Value Programs (BVP) enables Partners to drive an active, consultative selling process with the customer on three stages: understanding business needs (VDW), showcasing Microsoft capabilities (CIE) and assisting them in making a business case (VC). Value Discovery Workshop Scenario driven discovery of customer needs, producing a summary report for implementation strategy and ROI Customer Immersion Experience Hands-on exploration of functionality using a virtual environment to discover what s possible Value Calculator Get at the numbers with a financial impact modeler, and downloadable client-facing calculator Microsoft Transform:

24 Build & package your Change Management offer

25 Creating and promoting your ACM offer Goal: Create, promote and sell Adoption & Change Management offerings to grow business opportunities and customer success Build offerings that: Resonate with customers Align with customer pain points, opportunities, and outcomes Build on differentiated value proposition Deliver business value Resonate with Microsoft sellers

26 Creating your Adoption & Change Management Lifecycle Change Management Lifecycle Discovery & Assessment Strategy design Execution support Ongoing support & value expansion Start with assessments determine business objectives and key sponsors Define the change management strategy to meet defined business outcomes Support customer s execution of the change management strategy Leverage reporting to show impact towards business goals and highlight ongoing opportunities Change management assessment Analyze the business, determine key objectives Determine key stakeholders Define sponsors Create measurement strategy Design communication, training & reinforcement plans Execute awareness campaign Build the Adoption dashboard Train the trainer for managers Execute end-user virtual and inperson trainings Pre/post learning delta surveys Success metric review & ongoing adoption strategy Define regular health checks Ongoing training

27 Monetizing Adoption & Change Management Variety of ways to package and monetize offerings: workshops; defined engagements; consulting hour bundles; managed services Discovery & Assessment Strategy design Execution support Ongoing support & value expansion DEEPER ENGAGEMENTS & SERVICES Change Management Engagement Adoption Planning and Execution Training Planning and Execution Retainer with adoption and expansion support WORKSHOPS & ASSESSMENTS Business Process Mapping Existing process Industry & solution best practice Ideation & solutioning Capabilities Assessments Adoption readiness Solution Complexity Organizational capabilities Solution Health Assessments Current Implementation Effectiveness / ROI Adoption New Capabilities Next Workload Extensions (Portals) Enabling PowerApps, Flow

28 Best practices for offer development Use the offering structure to communicate: The deliverables The importance of each work item for project success The need for expertise Example: Suite of Adoption Offerings ALIGN STAKEHOLDERS & VISION IDENTIFY USER SCENARIOS AWARENESS & COMMS PLAN TRAINING PLAN MANAGEMENT & OVERSIGHT PLAN OBJECTIVES OBJECTIVES OBJECTIVES OBJECTIVES OBJECTIVES Identify sponsors: ensure they communicate direction Develop a clear vision & strategy Leverage power users and champions to influence others Define end user efficiency and effectiveness gains Get manager buy-in to link vision to day-to-day activities Understand how end users want to work in order to meet their expectation Ensure broader team is aware of upcoming changes Effective communication of changes Measurements and rewards Develop the right training strategy for end users Develop a clear management and support model Ensure an ongoing data quality strategy Communicate changes and develop a process for user feedback ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES ACTIVITIES Identify Key Executive Sponsors Drive User Value Create a Communication Plan Develop a Training Plan Build a Center of Excellence Establish Advisory Council Align around Vision Identify Champions Define and Validate Metrics and Dashboards Conduct Ride Alongs & Shadowing Sustain Plan and Reinforce Message Ensure Ongoing Data Quality Define Support Strategy DELIVERABLES DELIVERABLES DELIVERABLES DELIVERABLES DELIVERABLES Executive Sponsor activity plan Prioritized and detailed scenarios Communication plan Training plan Support Plan Solution Vision & Strategy Champion assignments Adoption metrics, dashboards Prioritized Use Cases Compliance and reward program Role-based training content Early Adoption Program Updated reports & dashboards Strategic Data Strategy & Plan Executive presentation

29 Understanding your customers Microsoft 365 usage Todays most successful partners use Microsoft 365 usage analytics within Power BI to gain insights on how their customer are adopting the various services. The custom reports help highlight these insights to the customer whilst helping build the business opportunity with the partner. Microsoft 365 usage analytics includes the following reports: Adoption overview report Product usage report Storage used report Communication report Collaboration report Office activation report Access from anywhere report Individual service usage reports Individual service user activity reports Microsoft 365 usage analytics

30 Marketing your offer Align with Microsoft Field Create an offer landing page on your site Ensure that it can be accessed via direct links Incorporate broadly into your campaigns, all proposals Have simple PDFs you can share with sellers & customers Pre-canned s that include collateral and offer landing pages Include offer, tasks, deliverables, references Add solution to OCP Catalogue Use in communications with CSMs / ATS

31 Develop your Sales Strategy Train and arm your Sales leaders Share the best practices and data on how adoption & change creates opportunity Leverage and adapt offerings to maximize margin gain Leverage sales assets from Prosci to drive sellers readiness Defining the Value of Change Management Building your Business Case for Change Management Focus on deliverables that accelerate outcomes Reinforce that ACM activities & deliverables are important ACM activities require expertise Success requires people and funding investments Focus on long term customer value not one offs

32 Partner Case Study: Vitalyst Vitalyst is a Microsoft Gold Partner and a global provider of client learning solutions. They specialize in adoption and change management solutions that deliver unique, employeecentric experiences, enabling clients to develop sustainable improvements for continued innovation and growth. Their adoption and change management solutions have driven more than 4 million seats of Microsoft 365, averaging more than 28,000 activations per client. Read the full Case Study

33 Align your Microsoft 365 expertise with your ACM practice

34 ACM is part of the end to end Sales Process ACM has to be a structured agenda item for all parts of your organisation - from design through to post sale support Close the Deal Drive Adoption Present the Value Optimize the offering Present the Solution Target Customers

35 61% funded 81%influenced

36 Successful change means aligning Business, IT and End Users End Users BDM ITDM Opportunity

37 Teams adoption Your hub for all things Microsoft Teams including vision, practical onboarding guidance, success stories, help and support. Assistance for customers to realize their vision with Microsoft cloud services Resources Office Blog Office Roadmap Product Help Known Issues List

38 Leverage your Microsoft investments

39 Partner programs and offers Identify Envision Onboard & Adopt P-CSM Program Discover customers via Microsoft Field Teamwork Assessment, Skype to Teams Planning Drive interest and establish intent Engineering Support Accelerate deployments to reach critical retention milestones

40 Discover the Partner-CSM Community Partner-CSM is focused on enabling our best ACM (Adoption and Change Management) partners with direct connections to Customer Success Managers (CSM) and Account Technical Specialists (ATS). In addition, there is community support from Microsoft experts and peers. This program helps scale adoption services to more customers through capable partners who have individuals certified in ACM. Extend: Align with CSM to provide services including deployment, implementation, change management, end user enablement Scale: Align with ATS in Corporate customers with no CSM coverage to drive business intent and customer success, in addition to value added services. Aligning with Microsoft on post-sales opportunities Partner CSM ATS Partner-CSM program Delivering customer success Driving business intent Supporting adoption and change management

41 P-CSM program objectives Creating a win-win-win scenario for partners, Microsoft, and our customers The P-CSM is a role within our partners organizations that is focused on driving business intent for Modern Workplace scenarios. This is accomplished by P-CSMs engaging with business decision makers (BDMs) or IT decision makers (ITDMs) to deliver an exceptional customer experience across the cloud customer lifecycle. Creating value Partners: Drive business intent Enable partners to grow project and managed services revenue by aligning with Microsoft customer success managers (CSMs) and account technology strategists (ATSs) on consumption and usage. Champion adoption and change management offerings for Modern Workplace. Partners as the hero in driving customer value. Microsoft: Support customer reach Scale customer success with a broad customer base and provide in-depth, on-going engagement around customer needs. Increase consumption and renewals by reducing the account churn of Microsoft 365 workloads. Customer: Realize value Modern Workplace experts who help customers realize the full value of technology investments through transformational business outcomes. Program Requirements: MPN Gold Managed partner (Exceptions for ACM Pureplay Partners) User Adoption and Change Management Solution in OCP Catalogue Adoption & change management expertise (Recommended CM Certification) BDM Competency Modern Workplace expertise

42 Teamwork Assessment The Teamwork Assessment enables partners to work with customers to discover their business needs and create intent to purchase and/or deploy Microsoft 365 teamwork services. Assess Overview Envision Report Business Priorities and IT Readiness Demonstrate Art of the Possible Findings, recommendations and roadmap

43 Driving long term partner opportunity Intent to purchase and/or deploy M365 teamwork services Position partner as trusted adviser with business and IT leaders New partner opportunity for follow up services

44 Funding Teamwork assessments funding may be available for eligible partners. Funding is designed help partners drive intent to purchase or deploy Teamwork services and assess customers teamwork needs. Outcomes from the assessment will provide customers with a detailed findings and roadmap to support their teamwork journey. Earn up to $5K per customer Customer Qualifications Must have intent to use Teams, SharePoint or Yammer within FY19 New Customer must have minimum of 1,000 seat opportunity for Office 365 license purchase OR Existing customer must have at least 1,000 Office 365 qualified entitlements Customer commits to completing the Teamwork Assessment within four weeks of approval POE must be provided by 1 June 2019 Partner Requirements FastTrack Ready Approved or Approved ECIF partner and have Gold or Silver competency Cloud Productivity or Collaboration and Content or Communications competency Proof of Execution Business Decision Maker Assessment Findings and Roadmap report Post-assessment survey

45 FastTrack

46 What it means to be FastTrack Ready Approved to provide the FastTrack benefit to customers Partners provide the FastTrack benefit, inclusive of onboarding guidance and service enablement at no cost to customer Deliver a customized onboarding experience with value added services Partners provide additional services and solutions not provided by the FastTrack benefit based on needs of customer Supported by FastTrack engineering resources Engage with subject matter experts to overcome complex scenarios and blockers Manage customer engagement sharing learnings, progress and insights Partners register and provide information back to engineering regarding customer engagements

47 The benefits of becoming FastTrack Ready Reduce your cost, drive efficiency and grow your business Engineering Connection Direct engagement with engineering for program and technical assistance Customer Referrals Get connected to new customers who request assistance Offers & Payments Get paid to help customers onboard to Microsoft 365 through offers & payments 1 2 3

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49 Microsoft Programs & Resources Action Drive deployment Understand the change management opportunity Accelerate your change management practice Align your change management professionals with Microsoft Microsoft Resource FastTrack Change Management Partner Page Microsoft Prosci IP Bundle Partner Customer Success Manager (P-CSM) Program Resource Overview FastTrack helps ensure that you and your customers have a full suite of best practices, tools, remote assistance, and resources at your disposal to help them make the move to Microsoft 365 with confidence. The Change Management practice homepage provides an overview of the discipline and an adoption framework with example resources based around a fictional customer. Prosci Change Management set of resources which provide an introduction to change management and templates to build your own practice. A program where individuals with Change Management expertise are aligned with the Microsoft Field Sellers and Customer Success Managers on top opportunities. Benefits FastTrack is a repeatable benefit, included at no additional cost with each customer s eligible Microsoft 365 subscription. Download free resources and explore our best use case ideas to manage end user adoption with the Productivity Library. Overview of framework and threephased adoption approach Change management overview webinar Example change management resources for customer example Adatum Learn at your own pace with stepby-step guidance on selling, scoping, delivering ACM services Includes customer discussion decks, plan templates, persona and scenario templates ACM customer leads via Microsoft Field Recognition in OCP Catalog with P- CSM contact listed Access to Microsoft trainings and resources Requirements Available for all Partners Available for all Partners Available to all partners. Cost: $650 to access the Content Bundle (paid to Prosci ) Gold competency (exceptions for Pureplay ACM partners) Verified accreditation from Prosci or leading Change Management certification Change Management solution in OCP Catalog Learn more 365/partners/fasttrack aka.ms/changemanagement-forpartners aka.ms/acmpartnerprogram Contact your Microsoft account lead for more details. Stay connected with the ACM Community: Adoption & Change Management Yammer

50 aka.ms/changemanagement-for-partners

51 Thank you