Stela SolarProduct Marketing ManagerMicrosoft Office Division

The Modern Employee needs help. What is the opportunity for you?

Simply Smarter Communications™

Partner Giveaways for Enterprise Social Session!

Come find us at

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Showcase for

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device trial

information

& to enter our

prize draw!REMOTE WORKER OFFICE WORKER

MOBILE PROFESSIONAL EXECUTIVE

This is the era of the social customer.

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Agenda

The Enterprise Social OpportunityNick Schoeffler – Productivity Solution Specialist

Our Cloud Transformation - Learnings & OpportunitySteve Kaniowski – Senior Technical Account Manager

The Industry OpportunityMarcy Larsen – Retail Industry Market Development Manager

What does this mean for the way you do business?Stela Solar – Product Marketing Manager, Microsoft Office Division

SMSP growing

3% faster than

EPG in

Australia.

Placeholder for stat with full bleed photo

Australian Market Opportunity

Companies <5 years old are

increasing cloud spend by

24% over next few years.

Australia’s Software spend will

grow 5% - 5.5% in 2013-14

Key Driving Factors:

Source: IDC, 2013 “Successful Cloud Partners – Higher, Faster, Stronger – What IT Solution Providers Need to know To Build High-Performing Cloud Businesses

Cloud

Computing

Social

Networking

Mobile

Devices

Information

Analytics

Cloud partners are outperforming peers

The Enterprise Social Opportunity

1 billionsmartphones, 4 years

ahead of predictions

50%of enterprise customers

are “on the road” to

cloud

What are we seeing in the Market?

For the first time in modern

history, workplace

demographics now span

3 generations

How do we identify the opportunity?Social is not just about micro-blogging….

BYODCitizen/Customer

engagementAccess Anywhere Pervasive Search

Effective

collaboration

Communities of

PracticeCrowd Sourcing

External

Collaboration –

Department,

business partners,

students…

Enterprise Social Transform Your Business By Connecting Employees and Partners To Customers!

Early engagement

Requirements

Definition

Proof of Concept

Deployment Planning

Design

Change Management

Training Analysis

Deployment

Integration Activities

Training Delivery

Adoption Assistance

Post Implementation

Support

Solution Enhancement

Integration

Key learnings from our cloud transformation

Resolution &

RemediationMigrations

Quality of

advice

Service

Management

process

Vendor

governance

On-premise

cloud enabling

infrastructure

Capability

guidance

Understanding

value

Technology, yes. What about business?

Business

ChangesCommunications

Training and

readiness

On-going

updates

AdoptionUsage

Reporting

Persona’s

Value Monetary

Employee

engagement

Reduced

administration

Capabilities

SupportNow what?

Licencing and

admin

Technology

updates

Prerequisites

Full Range of Customer Support Options

18

Premier

Support for Office 365

Offering

Premier Support

Paid Support

Base product support

included with Office 365

subscription

Product Support

Self-help resources

Problem resolution via web, phone

Elevated problem resolution

Assigned TAM / SDM

Managed Lifecycle

Includes lifecycle services

delivered by Service

Delivery Executives for

additional coordination of

O365 implementation and

strategic planning

Managed Deployment

Includes O365 Deployment services

Managed Support

Premier Support for Office

365 offering Elevated problem resolution

Assigned TAM / SDM

Advanced Service Management

Proactive Services

P SKU

M SKU

E SKU

Premier Support for O365

The Industry Opportunity for Enterprise Social

Productivity Opportunity –Top 9 Industries Productivity Applications

$739m

Industry8.02%

FY14 $ CAGR

Banking & Capital Markets $113m 8.81%

Prof. Services $98m 9.22%

Telecommunications $57m 6.62%

Retail and Consumer Goods (MS) $56m 6.28%

Government $51m 8.23%

Education $47m 7.81%

Process Man. $46m 7.20%

Discrete Man. $39m 6.95%

Insurance $35m 7.81%

Surveys with employees in Retail

Introducing the Empowered Retail Store Worker

Present content

by role, store,

geography

Provide anytime

access to shift

and schedule

information

Facilitate

training and

onboarding

Connect socially

to collaborate

across stores

Track compliance

to operational

tasks

Provide a low-

cost company

mailbox for all

store workers

SocialTransforming the way Tesco Works

This will allow our colleagues to engage

with each other and deliver an optimal

shopping experience on any channel, as

well as encouraging colleagues to share,

re-use, and reward ideas and expertise.”

Mike McNamara, CIO, Tesco

“O365 helps IT

stop doing

utility & do

more to

innovate with

the business”

BDM influence on IT spend

Forrester, 2012

What do we need to change?

84% of organizations

have remote workers

Changes how

we work

83% of

companies are

deploying at

least one social

software tool

Always on --

Consumers use

an average of 4devices every day

20% expect

a response

within one hour

via social media

Rise of the social

consumer

44% of

consumers

complain via

social media

In order to meet the needs of today’s customers, your employees

and partners must be connected with enterprise social technology.

57%Buyers today are over

of the way through the buying cycle before they contact you.

Marketing to the social customer

Publish content on social hubs.Use social as an additional outbound marketing channel.

Monitor campaign effectiveness.Measure overall tone and sentiment of external social conversations related to a campaign.

Manage brand reputation.Measure overall tone and sentiment of external social conversations related to the business.

Identify key social influencers.Who should I care about? What’s the impact of their influence? How do I harness them?

Selling to the social customer

Work better together.Facilitate simpler collaboration between team members and channel partners.

Capture social buying signals.Listen for, identify, and react to potential sales triggers on social channels.

Gather social insights.Capture key information from social channels in your CRM.

Engage on social channels. Collaborate directly with prospects and customers wherever they are.

Serving the social customer

Extending service to social.Identify specific issues and engage social customers to resolve their issues.

Knowledge management.Harness the conversations across the business as a living, breathing knowledge base.

Measure social care sentiment. Solicit feedback from customers in relation to their satisfaction in social service engagements.

Create an early warning system for social issues.Identify trends in subjects and sentiment to anticipate and respond to customer issues.

Call to Action

Visit the Microsoft Showcase to learn about the resources from Microsoft to help your grow your business