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Microsoft Viva goes vertical – sales productivity module announced

I have been writing a lot on Microsoft Viva lately since I work with customers on it (disclosure) and since it is an employee experience platform (EXP), I am working on a new trend report that is related: Employee Customer Experience Connection. More specifically, I have been saying in relation to my work and the trend report, that sales is a sweet spot for an EXP. Some of my recent posts on this below.

Microsoft Teams and CRM for Sales Productivity

Microsoft 365 customer questions – Sales Productivity

What do I mean by vertical?

Just last week I announce two other modules that had recently been launched: Employee Experience platform offering grows with new Microsoft Viva modules. These modules along with all the original four are modules that can touch all parts of the organisation – hence horizontal. They are not specific to any one department, in other words vertical. In the case of Viva Sales, the focus is squarely on the sales department and function and on supporting revenue growth.

Here is an official post from Microsoft on the latest addition: Introducing Viva Sales, a modern way of selling that brings together any CRM, Microsoft 365 and Teams – The Official Microsoft Blog

And a video with some good demos:

Why sales is the sweet spot for the employee customer connection?

  1. Sales is the front line. It is where the interaction between employees and customers is most tangible and critical and where great experiences matter. To improve the customer experience, you should start with the employee experience. It doesn’t matter if most of your sales are online now, and customers don’t need to interact much during the actual selling process. At some point, customers will interact with your company, post purchase or in the lead up to it, direct or indirect. Everyone is always selling, whether it is in their title or not and every interaction with your company is a reflection of an experience with it and influences sales. The retail industry is where employee customer interaction is keenest and most critical as I wrote about here: 3 reasons retailers are leading at the intersection of employee and customer experience.
  2. Sales and growing revenue is number one. It is always a high priority for companies – maybe the highest, especially in tough times. So getting sales performance right is a top priority. Understanding it is a first step. Viva Insights is a great module for this specifically as I recounted in both of the articles I referenced earlier; through the work I am doing with customers. Second and ongoing is to conduct thoughtful experiments that will improve sales performance and productivity and measuring that impact of those through Viva Insights. Viva Sales will make the delivery of improved sales performance and productivity easier in Teams, through the flow of work. This point is stressed in an interview with Microsoft’s Chief Commercial Officer: Judson Althoff discusses the companies’ newest expansion, Viva Sales (cnbc.com)
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Microsoft Teams and CRM for Sales Productivity

Bringing CRM tools into Microsoft Teams makes sellers more collaborative with the intention of making them more productive, ultimately to drive top line growth. Microsoft where I work (disclosure) positions this as collaborative Apps that keep you in the flow of work. I’ve already written about the work I am doing with customers on this here, including other technologies: Microsoft 365 customer questions – Sales Productivity. In this post I wanted to zoom in a little with a demo video I created around some new Salesforce and Microsoft Teams integrations just out and some of what others are doing.

Salesforce and Microsoft Teams

This demo goes through the standard Salesforce and Teams integrations to date but recently the functionality has been extended for Teams Meetings and so this video covers that in a little detail.

Q!kom has extended the standard integration further, powered by Microsoft Graph API. This video explains how and shows the possibilities of extension and customisation.

Microsoft Teams integration with SAP Sales and Service Core

SAP Sales is not necessarily one of the powerhouse CRM platforms out there, but they are showing innovation by focusing on this integration with Microsoft Teams

With monthly active users in the hundreds of millions, Microsoft Teams cannot be ignored.

As a core platform where work happens, integrating your solution with Teams is a great way to enhance its use.

Dynamics 365, Context IQ, Loop and Teams

You would expect Microsoft with its own CRM platform Dynamics 365, to be driving this integration too.

In this video (time stamped to start at the right time) you see it being incorporated into Microsoft Teams but also other technologies like Outlook alongside Loop and Context IQ (new AI based technologies being developed and released at present). The video is from recent announcements at Ignite – a Microsoft conference.

On the integration of D365 with Microsoft Teams Meetings, I don’t have a video to show but this is all being worked on – see documentations here: Drive seller productivity with a seamless experience between Dynamics 365 and Microsoft Teams meetings.

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Less sales people more info – B2B buyers have spoken

The featured image in this post is based on an ironic state of affairs. Salesforce, arguably the best known CRM platform on the market, first started out life positioning itself as the “no software” company (if you’re in the SaaS business you’ll know what it means). The irony is that a recent piece of Gartner research is now indicating sellers are no longer required, the very people Salesforce’s platform is used to support.

Well not so much that sellers are not required but that buyers are relying on them less and less. Also marketing’s traditional role in building pipeline to tee up sellers for direct engagement in a “serial” or linear manner is being disrupted.

This came to me yesterday via an article published in the Harvard Business Review: Traditional B2B Sales and Marketing Are Becoming Obsolete. That article is based on original Gartner research.

The article was heavy on statistics but not visually so. I decided to pull some out and focus on the things I found interesting.

One of the mind boggling statistics which is actually a status of pre pandemic views is encircled. You can imagine that now, post pandemic, it is even lower as personal interactions comes under pressure and more activities are conducted online.

The other mind boggling stat is the one at the bottom and how that is even higher for younger buyers who are going to increasingly bring this view to the fore.

All this points to sellers having an increasingly hard time getting in front of buyers and companies having to focus on amplifying the ways buyers now increasingly inform their decisions as the article points out.

Something else to focus on – customer success

In place of the question mark in the featured image and in addition to the excellent recommendations in the HBR article focused on getting buyers the right info, this is what I suggest B2B vendors also focus on:

  1. Customer Successes that can be captured and shared with other prospective customers. So in other words, customer advocacy. Whatever form that takes (online stories, case studies or webinars with customers) it needs to be super authentic and succinct. Having the mechanism behind this requires a customer success and marketing operation driving these things – something similar to what I describe in this trend I am watching: Customer Success Marketing and Scale.
  2. Customer Success itself as an organisation, profession and operation is very much geared to ensuring renewals and drive upsells and cross sells from existing customers. So my suggestion would be to focus on getting this right and a huge customer base that already exists would be properly leveraged and protected against churn. The art of doing that is for another post, or read some of my other posts in this category.
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Microsoft 365 customer questions – Sales Productivity

I work in the business of dealing with customers questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers strive to respect both sides sensitivities (parts will have been redacted and/or anonymised) and the main topic is covered in each post title.

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The engine of the subscription economy

I read this article the other day: 4 Reasons Why Salesforce Could Acquire Zuora. I’m writing this trend report: As a Service Trend. Two of the chapters I will be covering are Subscription Economics and Technology Ecosystems. Point 2 in the first article linked above gets to the heart of and intersection between these two chapters and this post is a way to explore the topics.

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