Foreword

We live in amazing times; the barriers to entry of markets are lower than they have ever been and innovation is rich, leveraging the reach of the Internet and the mobile wave to capture new routes to the customers. The only real challenge is realization, the process of connecting a vision with the right technology and bringing along the users. And here is where so many programs, projects, and ultimately ideas fail. Companies, governments, and entrepreneurs that can convert structure to realization can change the world today, disrupt monopolies, and bring about a social change.

Industrializing and simplifying the process of realization and making it accessible are the goals of the Microsoft Dynamics Sure Step methodology. Business processes are the key to the transformation, and CRM and ERP technologies are the framework for enabling a customer-driven enterprise.

The opportunity is clear, the capabilities are there, and they are connected—solution selling and transforming the vision of a customer, through discovery, into a realizable program with low risk and a strong financial return, making the board's decision simple.

Customer Success with Microsoft Dynamics Sure Step is an excellent book to help the reader understand the multiple offerings, content, and theories supported by the methodology. This book is rich in the theories of solution selling that originated with Michael Bosworth and other stalwarts as well as the deep project management philosophies and disciplines that are followed across the industry. The book really excels in explaining how the theories are applied within Sure Step, from the application of the Microsoft Solution Selling Process (MSSP) in the Diagnostic/Envisioning stage through the Waterfall and Agile project types to deliver and upgrade the customer's Microsoft Dynamics solutions.

Having known Chandru Shankar as a key member of my team, I appreciate the thoroughness that he has brought to this book in the same way that he works with our customers. Chandru and his co-authors also bring a wealth of experience in ERP and CRM solution selling and delivery to the readers of this book. I believe that you will benefit from this, whether you are a new or existing Microsoft Dynamics customer or partner. Reading this book is mandatory for my team.

Happy Reading!

Julian Johnson

Vice President EMEA, Microsoft Business Solutions