Certification Program - CRM Case Study

Dynamic 365 Sales & Marketing Dashboard

Dynamic 365 Case Study - Context

An early startup business agility consultancy seeks to enter the Lean-Agile Certification market in order to

1. Grow its revenue by 10x

2. Expand its customer based and customer reach - both current and prospective customer

3. Create a global community of certified Lean-Agile practitioners

The Lean-Agile Certification program is divided into four work streams:

1. Strategy - Focus on creating the program strategy, strategic priorities, and strategic roadmap

2. Product - turning strategy, strategic priorities into products and ensuring the end-to-end product development lifecycle

3. Sales and Marketing - responsible for planning, developing, and executing strategies to promote and sell a company's products or services

4. Service Delivery: responsible for delivering of certification program and ensure customer satisfaction

Dynamic 365 Case Study - Your Role

You are a Dynamics 365 Consultant, and your primary responsibility is to support the sales and marketing team in implementing a Dynamics 365 solution for a Certification Program. The objective is to design a streamlined, automated, and efficient system that enhances customer experience, improves sales and marketing effectiveness, and provides real-time insights into program performance

Dynamic 365 Case Study - Interview Task

This will be a 60-minute interview centered around the Dynamic 365 Case Study - 20-minute presentation, 20-minute Q&A session and 20-minute feedback session. You will need to prepare a 20-minute presentation outlining your proposed solution. Your presentation should be designed for a sales and marketing audience with little or no experience in Dynamics 365, focusing on how the solution can drive business value while keeping costs low.

Your presentation should cover:

• Analysis

• Requirement Gathering

• Process Flow

• Stakeholder Management

• Business Value

Dynamic 365 Case Study - Summary

1. Provide clear explanations and justifications for your choices

2. Highlight how they meet the objective of implementing a Dynamics 365 solution for a Certification Program

3. Please ensure that a suitable presentation has been prepared and email the presentation to contact@itydata.com 24 hours in advance of the interview

Extra - Additional Guide and Things to Think About

Analysis

• Conduct a thorough analysis of the existing sales and marketing processes related to certification programs.

• Identify pain points, inefficiencies, and areas requiring automation.

• Benchmark industry best practices for managing certification programs.

• Assess existing CRM and ERP integrations to ensure seamless data flow.

Requirement Gathering

• Engage with key stakeholders (Sales Managers, Marketing Heads, Certification Coordinators, IT Team, and Customers) to understand their needs.

• Define functional and non-functional requirements for the new solution.

• Identify necessary integrations (e.g., Learning Management System (LMS), payment gateways, and customer portals).

• Document user stories and acceptance criteria to ensure alignment with business goals.

Process Flow

• Design an end-to-end process flow for managing the certification program using Dynamics 365 Sales and Marketing modules.

• Automate lead generation and nurturing through customer engagement journeys.

• Implement customer self-service portals for registration, payment, and certification tracking.

• Enable workflow automation for certification issuance, renewals, and reminders.

• Ensure data synchronization between sales, marketing, and finance teams.

Stakeholder Management

• Define roles and responsibilities for different teams using Dynamics 365.

• Develop a stakeholder engagement plan to ensure buy-in and adoption.

• Conduct regular meetings, demonstrations, and feedback sessions.

• Address change management challenges and provide training to end users.

Business Value

• Improve lead-to-conversion rates through targeted marketing campaigns.

• Enhance customer experience with self-service capabilities and real-time updates.

• Increase operational efficiency by automating manual tasks and reducing errors.

• Provide actionable insights through real-time dashboards and analytics.

• Drive revenue growth by optimizing the certification program’s sales and marketing efforts.