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)