Purpose of this deck

Microsoft Business Applications Partner

Confidential. Not for Use with customers.

Title Personalize Customer Experience Partner Opportunity Deck

The purpose of this deck is to highlight the opportunity for partners to expand and grow their practice with the
Purpose Personalize Customer Experience Sales Play.

This deck is intended for Microsoft Dynamics 365 partners use only, not to be externally published. The deck is meant
Description to be a library of slides that partners can use and tailor for their needs based on the audience they are presenting to.
The next slide contains a summary of the main sections of the deck and what audiences they are best presented to.

Safe Handling Always check the Partner Hub to ensure you have the most recent version of the deck as we make updates to it
Instructions regularly.

Audience Partner Business Decision Makers (BDM)

Version 1.0

Last Updated 8/9/2021

Contact Person Keith Overa (kovera@microsoft.com)

Information about this deck

Deck Guidance
Sections Slides Details

Introducing the Personalize Customer Experience Sales Play and the set of FY22 Dynamics 365
Personalize Customer Experience 3-9
Sales Play Sales Plays.

Customer insights, market trends, key industries and key personas showing partners the
Business opportunity 10-18
opportunities in this market across segments and verticals.

Addressable market and partner services opportunity related to this Sales Play, with a
Partner opportunity 19-24
framework for growing partner practice, including partner and customer success stories.

Resources and readiness to help you go-to-market with this Sales Play, whether you are
Go-to-Market 25-31
getting started or looking to expand on an existing practice.

Resources 32-34 Resources to bookmark to assist throughout your practice development journey.

Information about
Information aboutthis
thisdeck
deck
Personalize Customer
Experience
Partner opportunity
Why Microsoft
Industry clouds

Microsoft
Together, Microsoft 365 LinkedIn
Dynamics 365

it’s possible
Microsoft
GitHub
To accelerate revenue, improve customer Power Platform
loyalty and empower your sales teams to
achieve more.

Microsoft Azure

Identity, security, management, and compliance

Objectives
By the end of this Partner Opportunity
deck, you will:
• Know the FY22 Business Applications
Sales plays and be introduced to the
Personalize Customer Experience
Sales Play 
• Understand the Personalize Customer
Experience business opportunity and
market trends
• Recognize the associated opportunity
for you as a Partner to build and
expand with this sales play
• Be equipped with the resources and
tactical next steps to activate this sales
play for your Practice

5
Business Applications
Customer Commerce Fraud
Service Protection

Customer Connected
Voice Store

Customer Intelligent Order

Insights Management

Supply Chain
Marketing
Data & Management

Intelligence
Sales Guides

Field
Service Finance

Business Human Resources

Central
Remote Project
Assist Operations

Power Power Power Power

BI Apps Virtual Agents Automate
FY22 Sales Plays — Business Applications

Customers buy solutions, not products. By

grouping products into customer-centric
solutions that align to business outcomes, we Activate Digital Selling Enable Always On Personalize Customer
lead with addressing the customer's needs Service Experience
instead of leading with product features.

A customer conversation that paints a vision

Sales Play
on how the customer can achieve better
business outcomes through a set of scenarios. Build a Resilient Connected Commerce Optimize Financial and
Supply Chain Operating Models
An area of the core business process that
Use enables the customer to solve a specific
Cases pain point to achieve their desired business
outcome.

Microsoft Is the lead product that delivers capabilities

Product to enable a specific business outcome Automate Business Discover Business Rapidly Build Apps
Processes Insights
Personalize Customer
Experience

Accelerate business growth and

achieve data autonomy with an
integrated marketing stack that puts
you in complete control of your data
to deepen customer connections
Personalize Customer Experience Play Overview
Microsoft
Azure
Synapse

Sales
Fraud
Marketing
Protection

Finance Customer
Service

Business Customer
Central Voice Own Create
your customer raving fans
Human
Resources
Data & Field
Service
relationship
Intelligence
Customer
Commerce
Insights

Supply Chain Connected

Management Store

Project Guides Engage

Operations
beyond ads
Remote Product
Assist Visualize

Power Power Power Power

BI Apps Virtual Agents Automate
Personalize Customer Experience

Own your customer

Create raving fans Engage beyond ads
relationship 
Directly connect with your Predict customer intent to
Deliver connected
customers on your own deliver the right content at
experiences across every
terms with full the right channel and in the
customer touchpoint with
ownership of data right moment with rich
AI-orchestrated journeys
out-of-the-box AI and
insights
Personalize Customer Experience Use Cases

Own your customer

Create raving fans Engage beyond ads
relationship 

• Deliver end-to-end experiences across the entire customer lifecycle

• Predict customer intent, • Strengthen relationships and earn loyalty
• Unlock your data to engage your propensities, and next best • Boost advertising effectiveness
customer and drive profitability  everything • Activate everywhere
• Drive marketing efficacy • Leverage intelligent e-commerce

Dynamics 365 Customer Insights Dynamics 365 Customer Insights  Dynamics 365 Marketing, Sales, Customer Service, Field Service, Commerce
Microsoft Azure Purview (Preview) Microsoft Clarity Microsoft Advertising
Microsoft Azure Active Directory B2C Azure Synapse Analytics Promote IQ
Azure AI
Dynamics 365 Marketing
Business opportunity
Partner opportunity
Go-to-Market
Resources
What are their needs?
Evolving priorities for the CMO from a Marketing solution

Business Growth New Customer Customer Customer Privacy and

and ROI Acquisition Experience Intelligence Security
CMOs believe 63% of marketers felt  73% of buyers point 77% of marketers CMOs believe
insights can that new customer to CX and brand said democratizing trust is critical to
improve MROI by acquisition is the values as important data access drives successful consumer
10-20% and most important factors in purchasing business success. On relationships.5
average profit marketing goal.2 decisions and brand average, integrating
growth by 14%. affinity score.3 4+ insights drove
68% of brand better CX results
leaders want versus siloing
to improve analytics.4
LTV-to-CAC ratio.1

1- HBR, CMO Council 2- NPDigital 3-PWC, WSJ 4- McKinsey 5-The rebirth of the CMO | McKinsey
Focus industries

Healthcare Retail

Financial
Travel
Services

Personalize
Customer Media &
Hospitality Experience Entertainment

14
Key Decision Makers
Key performance indicators
• Sales revenue
• Customer acquisition cost • Customer retention rate
Chief Marketing Officer • Cost per lead • Lead-to-consumer ratio
• Customer lifetime value • Marketing ROI

• Sales revenue • Customer acquisition cost

• Reach • Customer engagement rate
VP/Director of Marketing • Customer lifetime value • NPS Scores
• Churn/customer attrition rate • Marketing ROI
• Customer count

• Lead generation by channel • Customer acquisition costs

VP/Director of Marketing • Conversion rate • Marketing qualified leads
Operations • Campaign ROI • Organic traffic
• Click-through rate • Traffic to lead conversion

• Increase marketing campaign ROI • Increase customer retention and

loyalty
Chief Digital Officer

Key influencers Chief Experience Officer Chief Data Officer IT leadership

 Looks good – no changes to
content.
Conversation starters

How has your customer experience strategy

changed over the last year?

How much value are you deriving from your

existing data?

How much of your marketing efforts are focused

on acquisition vs. maximizing retention and
customer lifetime value?

How consistent and seamless is the journey for

your customers?
 Proposing the right solution
When your customer says Communicate these business outcomes Achieved through these capabilities

• Reduce operational costs • Unify customer data and make business data
My data is trapped in silos • Provide visibility to core teams accessible across the organization (​Dynamics 365
• Speed up data collection Customer Insights​, Dynamics 365 Marketing)

• Apply intelligence to your customer data and

• Improve customer lifetime value unlock contextually relevant and actionable insights
• Improve customer satisfaction and retention (Dynamics 365 Customer Insights)
Gaining customer insights is arduous
• Reduce costs per acquisition • Unlock out-of-the-box box predictions and
• Increase content value segmentations with prebuilt models (Dynamics 365
Customer Insights)

• Unify back-office, in-store, e-commerce and call

• Improve omnichannel performance center experiences on a single platform to enable
Our customer experience is broken • Improve employee productivity frictionless engagement (Dynamics 365 Commerce)
• Save time on redundant tasks • Automate everyday customer-centric marketing​
(Dynamics 365 Marketing, Power Automate)

• Discover new ways to improve customer

experiences while respecting the customer behind
How do we ensure that we’re always using customer • Improve customer loyalty​ the data (Dynamics 365)
data responsibly? • Increase marketing ROI • Use world-class governance tools to help stay
compliant within the GDPR, CCPA, and accessibility
guidelines​(Dynamics 365)
Business opportunity
Partner opportunity
Go-to-Market
Resources
 Microsoft Business Applications Partner
Confidential. Not for External Use.

Personalize Customer Experience partner opportunity

U.S. Cloud Market Opportunity Services Opportunity

$39 $46 $7-to-$1

Billion Billion Service Revenue to Licensing
Margin ratio

2020 2023 projected

1: Microsoft internal research, 2020

2: Forrester TEI, 2019 and Microsoft
internal research, 2020
Personalize Customer Experience
Connect use cases to grow opportunity +533%

Expand across sales plays

+245%
Use Cases: Activate insights to personalize
experiences across channels and demand
generation and lead management
Regular Sale
Enhance through the sales play • Dynamics 365 Customer Insights
• Dynamics 365 Customer Voice
• Dynamics 365 Marketing
• Dynamics 365 Commerce
Use Cases: Unlock data to engage your
• Microsoft Advertising
Single product foundation customer & drive profitability, predict
• Dynamics 365 Sales
customer intent, deliver end-to-end
• LinkedIn Navigator
experiences across the entire lifecycle
• Power BI
• Dynamics 365 Customer Insights, Marketing,
Sales, Customer Service, Field Service,
• Dynamics 365 Customer Insights
Commerce
• Azure Synapse Analytics
• Microsoft Advertising

Microsoft internal Research. Percentage increases based on Average Deal Size based on FY22 Pipeline. It’s an approximation for example purpose.
Scale your practice with Microsoft Business Applications
3

Expand 1 Strong foundation

Establish your practice foundation with
2
core technical capabilities that address
Enhance customer needs
1

Foundation
2 Enhance and enrich
Enhance your foundation with new
capabilities within your existing practice

3 Expand and scale

Expand and scale your practice with new
workloads to provide end-to-end offerings
or explore Partner-to-Partner relationships.
Building a Personalize 3

Microsoft
Customer Experience practice Advertising

Microsoft Azure
Synapse Analytics

1 Gain a 360-degree view of the 1

customer
Customer LinkedIn
Sales Commerce Insights Customer
Sales
2 Maximize marketing ROI and Marketing
Voice
Navigator

business impact
Azure Active
3 Activation across channels Directory

Field Service /
Customer Service
 Personalize Customer Experience Stories

Coffee + Dunn is a leading consulting A Microsoft Gold Partner, Avtex Mint wanted to tightly Sunrise technologies wanted a
and implementation partner for delivers customized Dynamics integrate Microsoft Business solution to transition their legacy
Dynamics 365 Marketing and other 365 solutions to help federal and Applications with the rest of on-premise customers
Dynamics 365 customer engagement commercial clients orchestrate their Microsoft portfolio to to cloud solutions, boosting
products, helping organizations exceptional customer generate new solutions for their customer acquisition​​
transform their ability to nurture experiences. customers 
demand, personalize customer
experiences, and build relationships
at scale.

Click below for the complete list:

Partner Success Stories Customer Stories

Business opportunity
Partner opportunity
Go-to-Market
Resources
Get started building your Personalize
Customer Experience practice
Help your customers realize the full value of the Personalized Customer Experience
Sales Play. Here are recommended steps to build and expand your practice with
5 Use Microsoft Offers
Learn more about how you can
take advantage of pre-sales
and Post-sales offers.
resources available along each step of the journey.
Learn more about Offers >

1 Build your Practice and

Prepare your Pitch
3 Publish Your Offer
Publish your offer on AppSource for
visibility with customer prospects and
Explore all Partner ready sales play GTM assets to to co-sell with Microsoft Sellers.
execute the Personalize Customer Experience Visit AppSource >
Sales Play.
Visit the Sales Play Page >

4 Hone Your Competency

Measure your Cloud Business Applications competency
with the new Partner Contribution Indicators
Learn more>

2 Skill your Team

Get you technical team trained and certified.
Explore certifications >
Build Your Practice and Prepare your Pitch
Partner Opportunity Pitch Decks

For each Sales Play, we provide assets to enable you

to activate this opportunity with your customers.

 To-Partner Assets: Resources to help you and

your team understand the practice opportunity
and skill your sales team

 Thru-Partner Assets: Resources to accelerate your

time to market, including BDM and TDM pitch Sales Play Card Partner Evidence
decks and prospecting resources

Visit the Sales Play pages on the Dynamics 365 Partn

er Hub
Skill Your Team These certifications will get you ready for Personalize Customer
Experience

Do you have the skills for Personalized Dynamics 365 Marketing Functional Co
Customer Experience? Try our role- nsultant Associate
based certifications Exams MB-220 and PL-200

Are you technical and ready to get trained and

certified? Microsoft Certification gives individuals
and organizations a professional advantage by Dynamics 365 Commerce Functional Co
providing globally recognized, industry-endorsed nsultant Associate
evidence of skills mastery, demonstrating technical Exams MB-340 and MB-300
abilities and willingness to embrace new
technologies. 

Power Platform Functional Consultant A

ssociate
Exam PL-200
Publish Your Offer on Visit Microsoft AppSource: aka.ms/AppSource

Microsoft AppSource
Publish consulting services or applications on the
Microsoft Commercial Marketplace to connect with
4 million+ users monthly, discover partner-to-
partner opportunities, and access go-to-market
benefits.

 Increase awareness and promotion

Reach millions of customers looking for apps
and services in 140+ geographies

 Monetize and unlock growth opportunities

Access 15,000+ Microsoft sellers and partner-to-
partner opportunities

 Reduce cost and time to market

Onboard your offer in Partner Center where you
will get insights on performance and manage
your interactions with Microsoft.
Hone your competency
Measure your Cloud Business Applications (CBA) competency with the new Partner Contribution Indicators (PCI)*

Measures your company's Performance Capability Customer success

prior-year performance across
10 Net new revenue 15 Functional consultants 20 New large deployments
seven key indicators that fall
into three categories: 10 Net customer adds 15 Functional consultant growth 25 Monthly active user growth
performance, capability, and
customer success 5 Developers

Partners are awarded gold or

1-59 PCI score 60-79 PCI score 80-100 PCI score silver competency based on their
Not eligible for Meets requirements Meets requirements
total points, which provide
competency for silver competency for gold competency additional benefits

Learn more
*PCI scores will be used for determining gold and silver status in the Cloud Business Applications competency starting April 1, 2021.
** If your anniversary date for the Cloud Business Applications competency is between July 1 and December 31, 2021, you will be granted the 15 points for the Functional Consultant Growth
metric for this renewal cycle. Learn more on the recent blog post: An update for partners with Microsoft Partner Network competencies.
 Presales Activities
Business Applications Continuing from last FY, funding for Pre-Sales activities are designed to help

FY22 Partner Offers

generate and convert pipeline.
 
 Catalyst Accelerator activities
Identify and extend the customer’s desired KPI changes through
envisioning workshops and business value assessments. These activities
The FY22 Business Applications Partner are aligned to the Catalyst framework that helps the partner co-sell with
Offers investments will expand to Microsoft Field Sellers. Learn more about the framework and access
include both Pre-sales and Post-sales readiness at: dynamicspartners.transform.microsoft.com/catalyst
activities aligned with each sales play.
Funding is provided to eligible  Proof of value activities
partners and customers to support Demonstrate the value of specific Business Applications products and
scenarios through activities including pilots and in-a-day workshops.
these activities which help accelerate
sales conversations, generate leads for
key technologies, and drive customer New!
Post sales Activities
adoption.
New in FY22, the Partner Offers program will now include post-sales
activities to help customers realize value of implementation through usage
For details on the Partner Offers, visit: and change management. Specifics about the program will be announced
dynamicspartners.transform.microsoft. in August 2021.
com/offers  
Additional details will be able in August 2021, visit the Partner Offers page
on the Dynamics 365 Partner Hub.
Business opportunity
Partner opportunity
Go-to-Market
Resources
Key Resources
Bookmark these key resources to re-visit throughout your practice development journey.

Dynamics 365 Microsoft Partner Microsoft Partner Microsoft Learn

Partner Hub Center Community Access skilling and
readiness resources that
Access go-to-market Access your tools you Get partner news and
can help your team learn
resources, partner stories need to manage your foster connections with
across various lengths,
and readiness resources relationship with experts at Microsoft as
skill levels and role-
for Sales Plays and by Microsoft and with your well as peer-to-peer
specific needs.
product. customers. connections.

➤ Visit the Partner Hub ➤ Visit Partner Center ➤ Join the Community ➤ Visit Microsoft Learn
There is no better time to be a
Microsoft Business Applications
partner
Appendix
Microsoft Catalyst
Microsoft Catalyst is a customer engagement journey to help businesses conceive and realize business transformation by
taking customers through a series of curated phases: Inspire, Design, Empower, and Achieve

Business transformation starts with an I.D.E.A.

Inspire Design Empower Achieve

Imagine a future state for Discover what’s possible by Empower others in your Achieve business outcomes
your business aligning technology organization to see the value and improved customer
investments to business experiences
goals
➤ Example: ➤ Example: ➤ Example: ➤ Example:
Envisioning workshop Business Value Solution demonstration Deal crafting /
Assessment and Transformation plan
Solution Assessment

Learn more