![IO Discovery (Siebel Entry)
Data element Siebel/PSM Location Question & Field Count Time required
IO Discovery
Core IO Profile 7 questions & 35 fields
Local Attributes ->
40 to 60 minutes
“Type”, “Value”, “Text”,
each for IO
“Number”, “Date”
BP IO Profile 13 questions & 65 fields****
1 2 3 4 5
1 Select Capability: 2 Select Level:* 3 Add Notes
4 Select Outcome: 5 Time Stamp
[optional]
Core IO: Identity and Access Management Basic - 80% or less administered Free for text for IAM/ITM to enter 0 Not Asked
conversation details Include date of Assessment for
Standardized - Greater than 80% 1 Asked, Didn’t answer that capability
Core IO: Security Infrastructure
authenticating; without role based
profiles (No Group Policy) 2 Asked, Not Interested
Core IO: Desktop Management
Rationalized - user access and 3 Planning/Deploying on MS Technology
Core IO: Virtualization role-based profiles, administered
manually (Group Policy) 4 Planning/Deploying on non-MS
Core IO: Server Management Technology
Dynamic - user access and role-
based profiles, administered 5 Interested, Partner Opportunity
Core IO: Mobile Device Management
automatically
6 Interested, Do It Yourself Opportunity
Core IO: Data Protection and Recovery
*Level text customized by capability](https://image.slidesharecdn.com/adpcrmguidance-120629151428-phpapp01/85/Adp-crm-guidance-11-320.jpg)
Adp crm guidance
- 1. FY10 Account Discovery and Profiling (AD&P) Corporate Accounts, Commercial and Public Sector CRM Guidance for Inside Sales agents Chase Hawkins Program Office and Process Management
- 2. Table of Contents • Background • Design Principles • Overview • Targets • Framework • Basic, Deployment, Compete, IO • Upcoming info • Resources and tools
- 3. Background From FY10 WWSMM: Kevin Turner In FY10, we will profile 100% of our Enterprise managed accounts (EPG & SMSP) to understand where our customers are vulnerable to the competition” Eduardo Rosini “We will improve profiling to discover customer needs, and use that knowledge to help them get the most from Microsoft technologies” Max Long “Profile accounts and drive deeper integration of Solution Partners into the Sales Process“ Robert Jones “ITMs will be expected to deliver elements of account discovery (profiling) and deployment, as a result of being able to increase their engagement with fewer accounts in FY10”
- 4. Design Principles A Solution Selling Motion • Integrated into Red Carpet and MMRP conversations • Integrated into Campaign, Solution, and Licensing conversations • Conducted by Inside Sales agents as they manage their accounts • Account Discovery with every sales interaction! Positive Engagements • Gather competitive data based on Microsoft solutions • Customers first mention or name competitors Siebel Based • Key information will be recorded in Siebel • Enables BG’s to leverage Information • Basis for setting targets and measuring performance Trusted Advisor Data
- 5. AD&P Overview Basic Deployment Account Discovery Discovery Compete IO Discovery Discovery
- 6. AD&P FY10 Targets AD&P Element CIAM Target CPM Target Calculation Basic Account Discovery Deployment Discovery 90% of (Windows and Office) accounts 100% of # of Top Parents with complete data (numerator) Compete Discovery accounts # of unique TPIDs (denominator) (Google Apps and OpenOffice) IO Discovery 80% of (Core IO and BP IO) accounts • Early Q2 (approximately Sept. 30) – baselines (denominators) established and frozen for each geography • Monthly progress targets for each category set by dividing gap by number of months remaining (9 if snapshot in September) • Cumulative progress will be reported in the Operational Dashboard to highlight geographies on track to achieve target: (consistent with Red Carpet) Green: 100% to monthly checkpoint Yellow: 95% - 99.9% to monthly checkpoint Red: <95% to monthly checkpoint Data Defects List to identify the missing data elements
- 7. AD&P Framework Corporate Accounts –Commercial and Public Sector Data element Siebel/PSM Location Question & Field Count Time required OpenOffice 2 questions & 3 fields Compete Discovery Sales Scenario Google (Google Apps) Extended Profile -> Competitor -> 2 questions & 3 fields “Competitor Name” or “Category”, 10 minutes per Optional “Purchased Quantity”, competitor Lotus Notes “Deployed Quantity” Salesforce.com Questions may vary & 3 fields for each My SQL/Oracle Others? IO Discovery Core IO Profile 7 questions & 35 fields Local Attributes -> 40 to 60 minutes “Type”, “Value”, “Text”, each for IO “Number”, “Date” BP IO Profile 13 questions & 65 fields Deployment 20 minutes Discovery Windows 2 questions & 3 fields MS Software Profile -> initially “Product Family”, “Purchased Quantity”, “Deployed Quantity” 10 minutes to Office 2 questions & 3 fields update thereafter Total PCs (PCIB) Extended Profile - > “Total PCs” 1 question & 1 field Basic Account Discovery Total Servers Extended Profile - > “Total Servers” 1 question & 1 field 10 to 15 minutes Account -> “Company Name”, Company contact info 1 question & 3 fields “Address”, “Main Phone #” Company industry info Profile -> “Category” 1 question & 1 field
- 8. Basic Account Discovery Data element Siebel/PSM Location Question & Field Count Time required Total PCs (PCIB) Extended Profile - > “Total PCs” 1 question & 1 field Basic Account 3 Discovery Total Servers Extended Profile - > “Total Servers” 1 question & 1 field 10 to 15 minutes Account -> “Company Name”, 2 Company contact info “Address”, “Main Phone #” 1 question & 3 fields Company industry info Profile -> “Category” 1 question & 1 field 1 1 2 3
- 9. Deployment Discovery Data element Siebel/PSM Location Question & Field Count Time required Deployment 20 minutes Discovery Windows 2 questions & 3 fields MS Software Profile -> initially “Product Family”, “Purchased Quantity”, “Deployed Quantity” 10 minutes to Office 2 questions & 3 fields update thereafter 1 4 2 3 5 6 1. Go to “Extended Profile” 2. Click “Add MS Software to Profile” in Microsoft section 3. Click the selection icon 4. Select the correct Product family / Version and click “OK” 5. Input the quantity purchased 6. Input the quantity deployed
- 10. Compete Discovery Data element Siebel/PSM Location Question & Field Count Time required OpenOffice 2 questions & 3 fields Compete Discovery Sales Scenario Google Apps Extended Profile -> Competitor -> 2 questions (same as above) & 3 fields “Competitor Name” or “Category”, 10 minutes per Optional “Purchased Quantity”, competitor Lotus Notes “Deployed Quantity” Salesforce.com Questions may vary & 3 fields for each My SQL/Oracle Others? 2 5 6 3 1. Go to “Extended Profile” 2. Click “Add Competitor Profile” in Competitor section 3. Click the selection icon 4. Search and select the correct Competitor and click “OK” 4 5. Input quantity purchased 6. Input quantity deployed If customer doesn’t use the required Competitor, use “Not Present” value. If customer won’t disclose, use the “Not Disclosed” value.
- 11. IO Discovery (Siebel Entry) Data element Siebel/PSM Location Question & Field Count Time required IO Discovery Core IO Profile 7 questions & 35 fields Local Attributes -> 40 to 60 minutes “Type”, “Value”, “Text”, each for IO “Number”, “Date” BP IO Profile 13 questions & 65 fields**** 1 2 3 4 5 1 Select Capability: 2 Select Level:* 3 Add Notes 4 Select Outcome: 5 Time Stamp [optional] Core IO: Identity and Access Management Basic - 80% or less administered Free for text for IAM/ITM to enter 0 Not Asked conversation details Include date of Assessment for Standardized - Greater than 80% 1 Asked, Didn’t answer that capability Core IO: Security Infrastructure authenticating; without role based profiles (No Group Policy) 2 Asked, Not Interested Core IO: Desktop Management Rationalized - user access and 3 Planning/Deploying on MS Technology Core IO: Virtualization role-based profiles, administered manually (Group Policy) 4 Planning/Deploying on non-MS Core IO: Server Management Technology Dynamic - user access and role- based profiles, administered 5 Interested, Partner Opportunity Core IO: Mobile Device Management automatically 6 Interested, Do It Yourself Opportunity Core IO: Data Protection and Recovery *Level text customized by capability
- 12. IO Discovery – Core IO IO Model IO Capability Question Basic Standardized Rationalized Dynamic Core IO Identify and How do you administer Basic - Multiple Standardized - Centralized Rationalized - Centralized Dynamic - Centralized with Access identity and access? Directories; without Directory; using Active Identity Management; Automated accounts Management centralized directory for Directory? (or other standard configuration, group provisioning; secure network authentication. directory) policy management and access and federated services Inforation protection. Core IO Security What is the current Basic - Basic firewall and Standardized - Rationalized - Policy managed; Dynamic - Integrated threat Infrastructure state of your security Ad Hoc antivirus and Standardized antivirus, secure remote acess; management and mitigation infrastructure? network services centralized firewall andconsolidation of branch across client and server edge; internal DNS, DHCP security, policy managed quarentine, SIP for secure firewalls on server and client, communication and presence. secure wireless and client side certificates Core IO Desktop How do you manage Basic - Multiple OS, ad Standardized - Standard Rationalized - Automated OS Dynamic - Service level Management your desktop hoc image management image strategy, image deployment, layered monitoring of desktops and infrastructure? and ad hoc patch automated patch image strategy, configuration apps. Event and performance management management monitoring, app compatibility management on client testing, app distribution for systems. Proactively monitor 80% of desktop. OS and user experience. Core IO Virtualization How do you use Basic - Ad hoc terminal Standardized - Rationalized - Virtualization Dynamic - Desktop virtualization? services and ad hoc Virtualization for for server consolidation, Virtualization, Virtual virtual services OR no development and test virtualization in branch offices workload management and virtualization. environments. and terminal services provisioning, VHD based recovery, centralized enterprise virtual machine management Core IO Server How do you manage and Basic - Manual server Standardized - Monitoring Rationalized - SLA monitoriong Dynamic - Service level Management monitor your production monitoring OR OS for 80% of critical of mission critical servers. IT monitoring of desktops and servers? monitoring below OS for servers. Defined set of service level reporting, apps. Model enabled desired 80% of critical servers. Ad standard images. Backup automated OS deployment, configuration. hoc backup. / restore on 80% of centralized management of critical servers. branches. Backup SLAs, clustering, restore via virtualization. Core IO Mobile Device How do you manage Basic - Unmanaged Standardized - mobile Rationalized - provisioning & Dynamic - Standard mobile Management your mobile devices? mobile devices. device provisioning, authorization for mobile OS, application push, access to security policy, remote devices, Mobile applications, LOB, automated management wipe, policy enforcement certificates for mobile devices (patch, bootstrap, asset mgmt) Core IO Data protection How do you backup and Basic - No formal Standardised - Backup of Rationalized - backup of all Dynamic - Fully automated and recovery protect business data procedures in place all critical servers servers data protection and recovery stored on your servers
- 13. IO Discovery – BP IO IO Model IO Capability Question Basic Standardized Rationalized Dynamic BPIO Collaborative Workspaces and Portals Which of the following most closely describes Basic - We don’t share files electronically; OR Standardized - Some ad-hoc collaborative workspaces Rationalized - A single collaboration and portal infrastructure Dynamic - End users have the ability to view and interact with how your company uses collaborative Email and/or file shares/folders are on the or portals; AND/OR Advanced across the company that has advanced features like external data from a line of business system (e.g. Oracle, SAP, workspaces and portals today? network. workspaces that allow IT or end-users the ability to collaboration enabled (e.g. the ability to securely host and Microsoft Dynamics) within their workspace or portal, without create and provision content as well as control other share information, files and content with external having to separately log into that LOB system. users' access, editing, and versioning rights to this partners/customers). content. BPIO Social Computing Which of the following most closely describes Basic - Not aware of any company use of social Standardized - Some use of wikis, blogs and RSS Rationalized - Content-centric social computing capabilities are Dynamic - People-centric social computing capabilities are how social computing occurs in your company computing capabilities like wikis, blogs and RSS feeds, however they are not available company-wide integrated into our existing productivity infrastructure and/or integrated into productivity infrastructure (e.g. social tagging, today? feeds. and are not fully supported/provisioned by IT. our desktop applications (such as blogs and wikis on the social networking, social network analysis) and are extensively corporate intranet or RSS feeds available in your IT-supported used across the organization. email client). BPIO Messaging Which of the following most closely describes Basic - IT doesn’t support a corporate email Standardized - An email and calendar solution with Rationalized - An email platform that supports advanced Dynamic - Email has advanced features like Information Rights how email and calendaring occurs in your solution; OR basic anti-virus, anti-spam, anti-phishing protection compliance capabilities like archiving, journaling, and policy Management (IRM), which enables colleagues access to company today? Basic email without the ability to view the and disaster recovery. IT supports email at the enforcement at the user level that is supported by IT. A availability/calendaring and ensures that viewing attachments calendars and contact information for other peers platform level which may include providing users significant proportion of employees have outside the firewall permissions are granted only to specified roles/audiences. within our company. Little to no IT support. with secure remote online and offline access to email access to their company email, calendar, and contacts via and calendaring functionality. mobile devices. BPIO Instant Messaging and Presence Which of the following most closely describes Basic - We do not use an instant messaging Standardized - We use a secure and managed instant Rationalized - Rich, integrated presence detection where User Dynamic - Integration of full unified communications extended your company's current use of instant program for company or other work-related messaging solution that incorporates a unified A can "see" or detect User B's online/offline status/presence to business processes and communications workflow. messaging and users' presence information? communications; OR directory of rich contact, role, reporting hierarchy, within both different desktop productivity applications and We use a publicly available instant-messaging and presence information for colleagues across the different line-of-business applications. program such as Yahoo! Messenger or MSN company. Messenger) for some company or other work- related communication. BPIO Conferencing Which of the following most closely describes Basic - Web conferencing is not used at my Standardized - A web conferencing solution that is Rationalized - A standardized and IT-managed solution that Dynamic - Software-centric Voice over IP (VoIP) that is how web conferencing occurs in your company, to my knowledge; OR both standardized for our company and is supported offers integrated web/audio/video conferencing. integrated with employees PC and the phone network. There company today? Web conferencing, with audio usually provided by IT. are no PBX phones as PC is used as primary voice device for over the phone or via a separate system. Little to full telephony functionality (i.e. make and receive calls). no IT support. BPIO Voice Which of the following most closely describes Basic - Traditional phones via a Private Branch Standardized - An IP telephony solution with voice Rationalized - Our personal computers. Employees use Dynamic - Software-centric Voice over IP (VoIP) that is how real-time voice communications (i.e. eXchange (PBX), for example. mail available on our phones but not available in desktop applications to make and receive voice calls. Also, integrated with employees PC and the phone network. There phone calls and voice mails) occur in your desktop applications as multimedia files attached to voice mail as well as faxes and emails are integrated into a are no PBX phones as PC is used as primary voice device for company today? emails, for example. unified inbox. full telephony functionality (i.e. make and receive calls). BPIO Document/Records Management Which of the following most closely describes Basic - Storing content in local drives and file Standardized - Departmental document and records Rationalized - Integrated repositories to manage documents Dynamic - Structured authoring with XML standards, such as how documents and records management shares. Any archiving of content is done manually. repositories that are not connected or available and records, with advanced search for Line-Of-Business data Extensible Business Reporting Language (XBRL), or the occur in your company today? company-wide. and people. reporting language developed specifically for the automation of business information requirements. BPIO Web Content Management Which of the following most closely describes Basic - We don’t update content to the web or Standardized - Multiple authoring tools are used to Rationalized - An integrated or multi-tier infrastructure that Dynamic - In addition, a single authoring tool is available for all how web content management primarily don’t have a company web site; OR update sites across the company. enables appropriate users to author and publish to intranet, internet and extranet sites in the company. occurs in your company today? A basic web server, with a webmaster, controlling Departmental Document & Records Repositories extranet, and internet sites. publishing. BPIO Forms Which of the following most closely describes Basic - We don’t migrate data from paper forms Standardized - We have departmental electronic Rationalized - We have forms-based solutions that support Dynamic - We have forms and workflow orchestration across how forms management occurs in your into electronic ones; OR forms with transactional workflow. company-wide business processes and forms are available departments and systems across the organizations. company today? We manually re-enter data from paper-based mobile/offline. forms to electronic. BPIO Enterprise Search Which of the following most closely describes Basic - We do not offer enterprise search Standardized - A single index across multiple data Rationalized - Search is integrated with one or more of our Dynamic - A single way to access all information across the how your company today maintains enterprise capabilities; OR sources implemented in a standardized approach for company's business productivity infrastructure investments organization, structured or unstructured. Search interface is search standards and capabilities? No search standards in place that is applicable both desktop and server-side search. For example, such as enterprise content management, portals, consistent and contextual in applications and users can across the company. For example, our company we have the ability to do simple, text-based query collaboration, or line-of-business applications. leverage a search box or search data as unified taxonomy may have a complex or specialized search refinements by property and scope (e.g. all intranet exists for all key business data. application deployed in a "silo'd" way for a limited sites, “search for people” specifically rather than just number of users. content, etc.). BPIO Performance Management What tools does your company primarily use Basic - Stand-alone spreadsheets, often a high Standardized - IT-driven report creation/distribution. Rationalized - User-driven report creation & analysis; could Dynamic - Predictive analytics, often with embedded reporting to help its employees make better business reliance on IT for data. include wizard-based publishing. within the business process. decisions? BPIO Reporting and Analytics Which best describes the format most often Basic - Reports in paper, email, or desktop Standardized - IT-driven static reports are made Rationalized - Dynamic, shared, collaborative, access Dynamic - Decision Support Systems such as dashboards, used to share information across the applications like Word or Excel. available on the web. controlled, interactive reports. interactive reporting or dynamic scorecards. company? BPIO Data Warehousing Which of the following best describes your Basic - We do not currently have a “data Standardized - Most departments/divisions have their Rationalized - Centralized and managed data warehouse with Dynamic - Formal Business Intelligence solution which includes company’s current data warehouse warehouse”. own non-centralized analysis and reporting database automated ETL design, implementation and maintenance. master data management, as part of business process environment? (datamart) but no centralized ETL tools; AND automation. The term "data warehouse" refers to a We built a functional corporate datamart with basic repository of an organization’s electronically ETL packages/tools to load data. stored data which may potentially include things like business intelligence tools, tools to extract, transform, and load (ETL tools) data into the repository, and tools to manage and retrieve data.
- 14. Resources and Tools AD&P Landing Page – Most current information related to AD&P in FY10 and beyond. Link can be found on the WW Tele Process Library here. Data Defects List (TBD) – The best resource for detailed AD&P information at a summary and account level. Can be used to identify which accounts within an Area / Sub / Territory are not properly profiled. AD&P Data Quality Scorecard (TBD) – To track Area/Subsidiary progress towards monthly goals. SMS&P Operational Dashboard (TBD) – To track L1 summary information related to monthly progress which is presented to the executive team. Readiness links (TBD)) IO Questions spreadsheet AD&P Data Capture Template (TBD)
Editor's Notes
- #5: This is not a Profiling exercise. This is a technique used by the best sales professionals around the world, and should be incorporated into every customer interaction.
- #6: We will be focusing on four elements of AD&P for FY10. These elements help us better understand our customers
- #7: If at least one entity within a hierarchy – whether it’s a child account or the Top Parent account itself – meets all the criteria of AD&P, the account will be considered “fully profiled”.
- #10: Both Office and Windows deployment information is required for each Corporate Account. Other MS Software Deployment (SharePoint, SQL, etc.) should be captured as possible and appropriate.
- #11: OpenOffice and Google Apps compete discovery are required for each Corporate Account. Others are encouraged as possible and appropriate.
- #12: Each IO element (7 for Core IO & 13 for BP IO) can store up to 5 values. The more information input for each element, the better we will understand the customer and be able to offer solutions to help them meet business objectives.