1. explore engage elevate Microsoft Dynamics CRM User Group (CRMUG ® ) Chapter Meeting Welcome! Milwaukee Q1 2015 Tweet today’s meeting: #CRMUGMKE

2. exploreengageelevate Agenda 8:30 – 9:00Registration and Networking 9:00 – 9:20Chapter Business 9:20 – 10:00“User Adoption Scenarios & Tips” 10:00 – 11:00Roundtables/ Networking 11:00 – 11:15Break 11:15 – 12:00Chapter Business & Lunch

3. exploreengageelevate Get to Know Your CRM Peers Introductions Name Company (describe Company/Industry) Your role in the company What version are you on? What do you hope to accomplish by attending the user group?

4. exploreengageelevate The What Connect. Learn. Share. We’re a little over 12,000 Dynamics CRM users who get together and chat about CRM virtually or in person events, like this one. It’s a big conversation you really shouldn’t miss out on. You’ll probably learn something great, apply it to your organization, and be treated like a super hero. The When Call Bryan Erstad, he’s a great guy as well as the CRMUG Membership Manager. 877-324-8880 x1450 bryan@crmug.com Join CRMUG

5. www.CRMUG.com 5 Our New Website! One Site We’ve brought all the pieces of Collaborate together with the events and education you want to one site! Information Relationships Community Building Industry Experts Dynamics Peers WOW!

6. www.CRMUG.com Important Actions to Take 6 STEP 1 Create NEW Username & Password STEP 2 Update Your Profile WOW!

7. www.CRMUG.com Cool new features: 7 Filtering & Sorting Self-Service Options Your Time Zone WOW! Filter events by: Type Tag Other event criteria OR Search by keyword Creating own username and password Managing team members Join, Upgrade or Renew from Profile Update your time zone preference via your Profile to view virtual events in your preferred time zone (default is Eastern Time)

8. exploreengageelevate Upcoming Virtual Events EventDateAvailability OneSource End User Series: Using the Service Calendar in Dynamics CRM (Part 1 - Beginner)15-JanMember Only Benefit OneSource New Admin Series: Not Your Mama's Mail Merge20-JanMember Only Benefit An Update & Guidance on Dynamics CRM Licensing20-JanMembers + Subscribers OneSource End User Series: Using the Service Calendar in Dynamics CRM (Part 2 - Advanced)21-JanMember Only Benefit OneSource End User Series: Best Practices in Using Knowledge Base and SLAs in Dynamics CRM22-JanMember Only Benefit Marketing SIG: What's Up with Dynamics Marketing and Dynamics CRM26-JanMember Only Benefit OneSource New Admin Series: Panel of New CRM Administrators27-JanMember Only Benefit User Group Information and Orientation28-JanMembers + Subscribers Azure: It is Time to Get Serious About the Cloud28-JanMember Only Benefit CRMUG Webinar: An Integrated View and Exploration with Parature28-JanMembers + Subscribers OneSource End User Series: 50 Tips in 50 Minutes for the End User29-JanMember Only Benefit CRMUG-Microsoft Conduit: Have You Heard of Customer Journey Mapping and Experience Design?3-FebMembers + Subscribers Silanis e-SignLive: Maximize Dynamics CRM with E-Signatures4-FebMembers + Subscribers Summit 2014 Encore: CRM in the Big Enterprise - Cross-Continental Deployments11-FebMember Only Benefit Security Audit & Compliance Solutions for Dynamics CRM by Fastpath12-FebMembers + Subscribers Women in Dynamics: 50 Tips in 50 Minutes16-FebMember Only Benefit Summit 2014 Encore: Practical CRM Data Migration using SQL Server SSIS17-FebMember Only Benefit Summit 2014 Encore: Ask the Experts - Technical Tips from the CRM Tipsters18-FebMember Only Benefit Summit 2014 Encore: CRM Confession - 7 Pillars of Sales Transformation19-FebMember Only Benefit Cobalt Membership Dynamics: The Next Generation in Membership Management Software19-FebMembers + Subscribers OneSource End User Series: Make it a Ritual - Your Daily Call to Action when Using Dynamics CRM24-FebMember Only Benefit

9. exploreengageelevate October 12-16, 2015 Reno-Tahoe 9 Don’t miss the largest CRM customer conference that has ever existed! www.crmugsummit.com/reno

10. exploreengageelevate Chapter Leadership Be a part of something really great FACT: The most successful chapters have strong leadership teams. BENEFIT: Ignite Leadership Training available ONLY to chapter leaders. Develop your professional skills – public speaking, leadership, communication, organization, conflict resolution, and many more skills. IMPACT: Chapter Leaders have significant reach within the Dynamics CRM Community. Leaders are respected for their hard work and devotion to helping individuals and organizations attending meetings. Roles: Chair, Co-Chair, VP of Membership, VP of Communication, VP of Programming Take Action: Contact your chapter leader or email CRMUG Chapter Director, Onika Allen, onika@crmug.comonika@crmug.com

11. exploreengageelevate Agenda 8:30 – 9:00Registration and Networking 9:00 – 9:20Chapter Business 9:20 – 10:00“User Adoption Scenarios & Tips” 10:00 – 11:00Roundtables/ Networking 11:00 – 11:15Break 11:15 – 12:00Chapter Business & Lunch

12. explore engage elevate Drive CRM User Adoption Tips & Scenarios Nicole Anderson, Manager & Matt Gelb, Senior Manager Wipfli LLP February 6, 2015

13. exploreengageelevate Why are we here? Regardless of size, organizations sometimes struggle with getting segments of users engaged in using CRM. Navigating the Microsoft ecosystem can be daunting. Learn about options available from Microsoft and Wipfli to ensure your team’s learning and success using CRM. We have some other tips for user adoption beyond training too!

14. exploreengageelevate Your Voice What are some of your user adoption challenges?

15. exploreengageelevate Why Do We Have User Adoption Challenges? Lack input/buy-in from key stakeholders/future users in requirements (WII-FM?) i.e. No Carrot Too little or too much training Too many features in system Inadequate linkage of training experience to what users need to be doing when they get back to their desks Little management follow-up after training/deployment; not holding users accountable i.e. No Stick Training as a one-time event

16. exploreengageelevate Potential Solutions Start early with effective Change Management CRM User Experience Carrot AND Stick Plan appropriate Initial and Ongoing Training Microsoft resources Wipfli resources Third-Party resources

17. exploreengageelevate Adoption Enablement via User Experience Draw users in / 3 for 1 rule General navigation & integration Relevant value and ease of use (fun) Paper Industry –Publication Codes (also known as Pub Codes) Media & Entertainment –Won Opportunity – “Winning!” Multiple implementations Thanks from the spouses of users who no longer spend Sunday evenings creating Activity Reports in excel for their spouse (inevitably data already entered elsewhere) Enabling users to confidently respond to requests with “you can already pull that from CRM on your own”

18. exploreengageelevate Microsoft Training Resources Microsoft Dynamics CRM Customer Center Free public Videos, Ebooks, Help Text, Forums, etc. for Sales, Service, Marketing professionals and Admins; links to YouTube videos Microsoft Virtual Academy Free public E-Learning; Limited to Intros to Microsoft Dynamics CRM 2013, Microsoft Dynamics Marketing CustomerSource Login to access E-Learning, Microsoft Official Courseware (MOC), learning plans, etc. for customers with service plan Microsoft Learning Purchase MOC training materials, classroom training, E-Learning, certification exams, Microsoft Press Books, and more

19. exploreengageelevate Microsoft Dynamics CRM Customer Center http://www.microsoft.com/en-us/dynamics/crm-customer-center/ http://www.microsoft.com/en-us/dynamics/crm-customer-center/

20. exploreengageelevate Microsoft Virtual Academy http://www.microsoftvirtualacademy.com/ http://www.microsoftvirtualacademy.com/

21. exploreengageelevate Wipfli Resources Wipfli Dynamics CRM Team Blog http://www.wipfli.com/Blog_Blog_MicrosoftDynamicsCRM.aspx Instructor-Led custom training at your site Consultants partner with you to design and deliver custom training material Training/Reference Guides Quick Reference Cards (fit one page front & back) Level of sophistication based on your budget Instructor-led Microsoft Official Courseware by MCT Deliver Microsoft Official Courseware (i.e. “CRM Bootcamp” includes Sales Management, Customer Service Management, and Configuration & Customization courses)

22. exploreengageelevate Other Resources CRMUG live and recorded webinars Microsoft and Partner Blogs Other Good Resources from the Audience to share?

23. explore engage elevate Q & A

24. explore engage elevate Member Showcase Can we find someone? Paul - First National Bank? Kim - Fox Travel?

25. exploreengageelevate Agenda 8:30 – 9:00Registration and Networking 9:00 – 9:20Chapter Business 9:20 – 10:00“User Adoption Scenarios & Tips” 10:00 – 11:00Roundtables/ Networking 11:00 – 11:15Break 11:15 – 12:00Chapter Business & Lunch

26. explore engage elevate Roundtable Discussion Nicole – Functional Matt - Technical

27. exploreengageelevate Discussion Starters Functional How do you measure adoption? How are you engaging Users in ongoing learning? How are you soliciting CRM user feedback and evolving CRM to meet their needs? How are you leveraging business process flows to guide users toward desired outcomes? (If not, why not?) How are you leveraging Dashboards for management and measurement and individual productivity? Technical Have you run into obstacles enabling features to support/enable the business, like business process flows, Dashboards, etc.? (Are you pushing these capabilities to business analysts?) What other ways are you delivering intelligence back to the business beyond out of the box tools? What are other ways you get involved in ensuring user adoption from a technical perspective?

29. exploreengageelevate Agenda 8:30 – 9:00Registration and Networking 9:00 – 9:20Chapter Business 9:20 – 10:00“User Adoption Scenarios & Tips” 10:00 – 11:00Roundtables/ Networking 11:00 – 11:15Break 11:15 – 12:00Chapter Business & Lunch

30. exploreengageelevate Agenda 8:30 – 9:00Registration and Networking 9:00 – 9:20Chapter Business 9:20 – 10:00“User Adoption Scenarios & Tips” 10:00 – 11:00Roundtables/ Networking 11:00 – 11:15Break 11:15 – 12:00Chapter Business & Lunch

31. exploreengageelevate Next Meeting? Date: May 8th Time: 9am Place: MS Waukesha Topics: Data/ Integration with Scribe