Session Details
Day: 14/03/2017
Time: 11:30 - 12:45
Room: Vitis 1

Track: Technical
Level: 100 - Introductory
Audience: Consultants/Developers
The Dynamics 365 Customer Success Program at Microsoft
Learn about the Dynamics 365 Customer Success Program at Microsoft and how we can help customers drive active usage of their solution, and accelerate time to real business value.

For Partners - understand how this Partner inclusive program can help you win business, build better customer relationships, and remove adoption blockers.

Our Focus
It’s what Dynamics 365 is all about. We are focused on bringing you significant improvement to your business through the use of your Dynamics 365 products.

Your Customer Success Manager (CSM) in action
Helping you exceed your business goals, deriving maximum and measurable ROI through adoption that leads to higher usage.
• We diligently drive proactive and continuous engagement with key business decision makers
• We enable maximum adoption and usage of your Microsoft Dynamics 365 solution
• We deliver a customer success plan that maps out the journey to high levels of adoption of the solution
Introducing Your Speaker

Liam McDwyer, Enterprise Customer Success Manager, EMEA, Microsoft

As a Customer Success Manager, Liam works with top Dynamics 365 customers in EMEA driving adoption and accelerating time to business value. Liam has joined the CSM team, after two years in Product Marketing, as Area Business Owner for Dynamics CRM in the 12 countries of Western Europe.  Prior to joining Microsoft Liam was CRM Practice Director with a Gold Dynamics partner – selling, designing and implementing enterprise CRM solutions from Dynamics 4.0 to 2016, on premise and cloud. Liam has 15 years’ experience in CRM and Customer Service solutions with Avaya, Siebel, and Microsoft. He has also worked as a management consultant guiding organisations on digital transformation and CRM strategy. Liam is a regular speaker at Customer Engagement \ Experience events.

Roger Gilchrist, Program Manager, Microsoft Corporation

Roger Gilchrist works for Microsoft as a Program Manager in the Dynamics CRM product group. His role is to engage with Dynamics CRM Enterprise Customers across the EMEA region.

Roger has been working for Microsoft since 2006, the first 5 years as a Solution Architect in Microsoft Consulting Services in the UK, delivering Enterprise implementations based on Dynamics CRM for EMEA customers in Financial Services, Public Sector and other industries. He has been using Dynamics CRM since v3.0 and is the author of a number of white papers on Dynamics CRM particularly around security modelling, business process modelling and performance optimisation.

Prior to this, Roger worked for Portrait Software (formerly known as AIT) for 10 years, a software supplier of Enterprise CRM software based on the Microsoft technology stack. He was a Solution Architect responsible for delivering CRM solutions to Enterprise customers primarily in Financial Services in Europe, US and Australia.

Dilip Popat, EMEA Customer Success Director, Dynamics, Microsoft

EMEA Customer Success Director, Dynamics

Dilip Popat is responsible for the Customer Success organisation for EMEA.  The Customer Success Managers are working with Microsoft Enterprise Customers to help them to drive consumption and adoption of Dynamics 365.  Dilip has been with Microsoft for the last 15 years and has held a number of senior positions across Sales, Services and Industries.  He is based in London, UK.