Tag Archives: Microsoft

How Microsoft and Databricks crafted a unique partnership for AI data processing

 How Microsoft and Databricks crafted a unique partnership for AI data processing

Microsoft is bringing its Azure Databricks cloud service out of beta today to help its customers better process massive amounts of data, powered by a partnership unlike anything the tech titan has done before.

The company worked with Databricks to produce the service, which is an analytics system based on the popular Apache Spark open source project. Customers use it to ingest and process a large amount of data using machine learning techniques. The Azure Databricks service is supposed to give them an easier experience of running big data jobs than rolling their own Spark deployment, and offers a deeper level of compatibility with Microsoft’s first-party offerings than other services offered through the Azure Marketplace.

This release is a move to capitalize on enterprises’ interest in using more data to power artificial intelligence systems. The companies started working together two years ago, in response to their shared customers’ interest in a version of Databricks that runs on Azure. It entered beta last November as part of a suite of product updates.

“The discussions initially started like any other third-party partnership, but then we realized that if we really, really want to make these companies successful with big data and AI, this really has to be integrated with all the other services,” Databricks cofounder and CEO Ali Ghodsi told VentureBeat. “So, a product like Databricks, if it’s not natively really, really integrated with something like Stream Analytics, or something like Azure SQL Data Warehouse, or something like Azure Cosmos DB, or if it’s not really integrated all the way with Azure Active Directory, those enterprises won’t get the value that they need, and it won’t actually simplify the things that they want to build.”

Using Azure Databricks, customers can take in data ingested through other services, prepare it, and process it using machine learning algorithms and other techniques. After that, it can be funneled out to other services like Cosmos DB and Power BI.

Making a deep integration possible required a great deal of work on the part of both firms, however. Company representatives made many trips back and forth between Databricks’ office in San Francisco and Microsoft’s in Redmond. The partnership wasn’t without its challenges on either end, but both companies were committed to it for the sake of their joint customers.

Andreessen Horowitz cofounder Ben Horowitz, who sits on Databricks’ board, has a close relationship with Microsoft CEO Satya Nadella and helped facilitate the two companies’ collaboration.

Microsoft had to work through concerns about what it would mean for the company to deeply integrate Databricks with Azure systems, including those for incident management, handling support requests, and other functions. What would it mean for Microsoft to offer its own guarantees about the functionality of another company’s software on its cloud?

Databricks, meanwhile, had to spend time getting its product’s compliance features in line with what Microsoft needed.

“It’s been great, but it’s meant that we had to button up in advance, and invest in these things that we would have maybe invested in anyway a few years down the line, but we had to do those investments up front much more and collaborate with the Microsoft team to do this,” Ghodsi said.

Doing that work offered dividends for Databricks’ non-Azure business, however. The company had to do a lot of work to prepare for the European Union’s General Data Protection Regulation (GDPR) as part of its partnership with Microsoft. That accrued to the company’s software more broadly as well.

Rohan Kumar, a Microsoft corporate vice president for Azure Data, told VentureBeat that this is one of the fastest transitions he’s seen for a service going from preview to general availability, largely due to how robust Azure Databricks was when the companies originally released it.

Looking towards the future, Ghodsi said this experience changed his view on what cloud partnerships could be, given how well customers responded to a service this deeply integrated with Microsoft’s other offerings.

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Big Data – VentureBeat

Why Email Marketing is More Important Than Ever: Adobe Campaign & Microsoft Dynamics 365

email 300x225 Why Email Marketing is More Important Than Ever: Adobe Campaign & Microsoft Dynamics 365

It’s hard to believe the first email ever sent was nearly 47 years ago on June 8, 1971. This channel of communication has undergone massive change over the years. Email marketing has exploded, ushering in an entirely new industry in digital marketing technology. Businesses continually look for ways to enhance their digital footprint and reach their customers with a personalized, compelling story, and the momentum behind email marketing shows no signs of slowing down. Adobe reported at the end of 2017, over 150 billion emails were sent with Adobe Campaign. For the fifth consecutive year, Adobe was recognized as a leader in Gartner’s Magic Quadrant for Multichannel Campaign Management report. Needless to say, email is still king!

A marketing department’s mission is to engage prospects. Success of that objective is achieved by unlocking email marketing’s full potential. The key is great content. Great content sells better than a great deal in business-to-business selling. Analysis of email marketing campaigns consistently shows 90% of emails with call to action text “more info” wins over call to action text like “try me now” or “buy now.” What does this tell us? B2B buyers are seeking to be educated.

When businesses are shopping, they typically have problems, they need to fix those problems, and need to know if you can fix it. Effective email marketing messaging follows these powerful steps. To educate, provide the solution and the necessary credentials. This formula, when implemented in a timely fashion to individuals seeking to solve a problem, can be and is incredibly effective. However, messaging alone doesn’t close the loop. CEOs are looking for an ROI. Where are the dollars going and how can resources be fine-tuned? The allocation of marketing dollars needs to be a science not an art.

Enter Sandman – AKA Dynamics 365

A CRM platform plays a critical role in personalization and segmentation of the message as well as the prompt action from the individuals “reading the tea leaves” of data provided by marketing technology to close out the engagement. This is the secret sauce! The integration of the messaging with the master database and life blood of the sales organization, CRM. The integration of Adobe Campaign and Dynamics 365 makes this possible. The bi-directional sync of this information and mirroring each database was the first step to this end and empowers sales. This connection is the first step to true ROI.

Here we stand, a year later, Adobe Summit 2017 in the rear-view mirror, and Adobe Summit 2018 is just around the bend. Version 1.0 of the integration accomplished quite a bit. What improvements might we expect a year later? Well, Joe D365 has seen the Road Map and I’m here to tell you exciting developments are inbound! Stay tuned!

Series to return in April post-Summit 2018.

Headed to Adobe Summit 2018? Let us know – we’d love to connect! PowerObjects will be at the Microsoft and HCL booths showcasing the Dynamics 365 and Adobe Marketing solution.

Happy Dynamics 365’ing!

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PowerObjects- Bringing Focus to Dynamics CRM

Data & BI Summit announces keynote: The Next Era of Analytics with Microsoft Power BI

The Data & BI Summit, held in Dublin, Ireland 24-26 April is quickly approaching and we are happy to announce our keynote session and speaker details:

Keynote speaker: John Doyle

John Doyle, Senior Director of Product Marketing on the Cloud & Enterprise team at Microsoft, will host the keynote at the inaugural Data & BI Summit. His team’s responsibilities include product marketing, messaging, positioning, licensing, pricing, channel training, interfacing with the development team, sales and account support engagements, and branding efforts. Before joining Microsoft, Doyle held product management, marketing, business development and engineering roles at start up and multinational companies including Philips.

Keynote session: The Next Era of Analytics

Modern BI enables everyone in an organization to easily access data and insights. The need to “speak data” is key for a successful digital transformation. Join John Doyle, Sr. Director of Product Marketing, to learn how Power BI is shaping the future of data and analytics, and get a closer look at enterprise-grade, customer-centric innovation powering this vision.

You can also check the full lineup of sessions and speakers

Advanced Pricing Ends 15 March

Join Business Analysts, Data Professionals & Power BI Users at the inaugural Data & BI Summit, located in Dublin, Ireland 24-26 April 2018 at the Convention Centre Dublin.

Take advantage of Advanced Pricing and save up to €200 before 15 March. After this date, tickets willbe sold at full price.

Other Session Highlights

The conference content will allow you to deepen the understanding of your data and increase your knowledge of the Microsoft Business Intelligence suite. Session presenters includeMicrosoft Executives, Engineers, MVPs, and Power Users sharing real-life scenarios. Here’s a taste of what to expect:

· Using Teams to Promote Power BI User Adoption – Listen in as Shannon Lindsay and Stephanie Bruno from the Pediatric AIDS Foundation demonstrate how they’ve used Power BI and Teams together to improve the data culture of a global organization

· Introduction to M Programming – Join Microsoft MVP, author and conference favorite Chris Webb as he shows several practical examples of how to use M.

· Advanced Power BI Embedded Development Topics – Presented as part of the Microsoft Power Series you won’t want to miss this hands-on deep dive into Power BI Embedded by Nimrod Shalit, Microsoft Program Manager and data enthusiast.

Save Now & Register

0f840674 4670 45f2 aba9 c6c4a969784d Data & BI Summit announces keynote: The Next Era of Analytics with Microsoft Power BI

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Microsoft Power BI Blog | Microsoft Power BI

Discover What’s New in the Microsoft Dynamics 365 V9 Update

CRM A Z 300x251 Discover What’s New in the Microsoft Dynamics 365 V9 UpdateLedgeview Partners takes an inside look at the Microsoft Dynamics 365 Version 9 Update in an On-Demand Webinar that is available to the public.

Get expert tips, best practices, and find out everything you need to know with V9 Updates.

In this On-Demand Webinar, you will:

  • See User Interface Enhancements to the Existing User Interface: Microsoft Dynamics 365 has made many modifications to its actual web interface, which mostly has the same capabilities, such as to edit, but most of the changes with the existing interface are with formats. The biggest change you will see with the existing interface is that the white space is gone.
  • Get an Introduction to the NEW User Interface: If you are familiar with the Interactive Service Hub in Microsoft Dynamics CRM, you will feel more accustomed to Microsoft Dynamics 365’s New Unified User Interface in the V9 Update. This new interface is based on the old Interactive Service Hub but comes with a lot more enhancements and capabilities than before.
  • See NEW Functionalities: The New End-User Functionalities and Updates in Microsoft Dynamics 365 V9 include the Multi-Select Option Set, “Not-In” Clause within Advanced Find, and Opportunities in Business Process Flows, called Action Buttons. Microsoft has added great Functionalities with plans for more expansion and development.
  • Discover the NEW Outlook App: The biggest benefit to watch out for with the Microsoft Dynamics 365 V9 Outlook App is the ability to track emails, whereas you did not have this option in previous versions. Remember, the Outlook Plugin is not going away anytime soon after Microsoft experienced a negative uproar from the user community after saying they were planning to cut it! Breathe easy, and enjoy the new Outlook App as a healthy addition to V9.
  • Get Microsoft Dynamics 365’s Deprecation List: Keep in mind, the Deprecation List is a list of features that will be going away within the next few Dynamics upgrades. They are not going to be immediately removed. The “Warning List” includes: Service Scheduling, Dialogs, Parature Integration, Client API (JavaScript), and more.
  • And Navigate the NEW Mobile App: The New Unified User Interface is now mobile-friendly, allowing more capabilities than before on your iOS, Android, or Windows device. It’s clean and ready to use. Customers will feel immediately welcomed by this interface on their mobile devices.

Are you ready to get the details? At least one person in your organization, hopefully, many more, should be aware of how Microsoft Dynamics 365 V9 Updates will affect your organization.

Catch up with everything you need to know about the Microsoft Dynamics 365 V9 Update. Watch Ledgeview’s On-Demand Webinar here.

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CRM Software Blog | Dynamics 365

The Better CRM: Microsoft Dynamics 365 or Salesforce? Forrester study says Dynamics 365.

The world of CRM is populated with all kinds of “solutions.” We use quotation marks here before many of these so-called customer relationship management “solutions” are anything but.

That said, there are only two real options for the vast majority of businesses: Salesforce or Dynamics 365. They’re both industry leaders, and they both have their fair share of solid reviews.

So, which should you choose?

The bottom line? There’s no contest: Microsoft Dynamics 365 trounces Salesforce.

Don’t take our word for it. In the recent Forrester Wave report Microsoft is ahead in Salesforce.com’s traditional sales software.  Forrester concluded – “Microsoft is a best fit for companies looking to capitalize on the productivity gains of their other Microsoft cloud investments…” – which is fairly obvious. But interestingly, they will go on to say: “…and those companies that are …looking to disrupt their peers with Artificial Intelligence (AI) and machine learning.” (CLICK HERE to see more.)

 The Better CRM: Microsoft Dynamics 365 or Salesforce? Forrester study says Dynamics 365.

Why Dynamics 365 is the Best Option
Salesforce has spent an awful lot of money over the years making themselves out to be the best CRM out there. They have millions of users, and they paint themselves as the obvious choice. But, when you’re picking a CRM that you plan to use for years to come, the question is: how will this CRM develop in future years?

When it comes to the future, we’re convinced that Dynamics 365 is the way to go. That’s why we’ve helped one client after another make the switch from Salesforce to Microsoft Dynamics.

If you’re not yet convinced, we don’t blame you. Salesforce might still seem like an attractive option. That’s why we’ve put together this list of reasons why Dynamics is the way to go. Keep reading to learn more.

The Cost Factor
Let’s be frank here: Salesforce is expensive. It’s literally almost twice as expensive as Dynamics 365. Plus, Dynamics actually offers more features than Salesforce does. That’s what we call value!

On top of this, Salesforce has all sorts of expensive and non-inclusive “add-on options.” A good example of this is when it come to licensing. With Microsoft Dynamics 365, you get access to Customization, Marketing, Sales, and Service, all under one license. If you go with Salesforce, you have to pay for each of those service individually. What a headache!

There are a lot of reasons that going with Dynamics 365 makes sense. Out of all of them, though, integration might be the most important. At the end of the day, Dynamics integrates better with your organization’s other technologies than Salesforce does. It doesn’t matter whether you’re talking about Office 365, Outlook (Exchange), SharePoint, or Yammer. Regardless, Dynamics 365 integrates with these other programs at the click of a button.

How does this actually look when it comes to your day-to-day operations? Take email tracking as an example. You can technically track emails with both Dynamics and Salesforce. But, if you’re using Dynamics 365, you can actually run the program inside of Outlook thanks to the Microsoft integration. Your sales team will save a massive amount of time thanks to these kinds of integrations.

Easy to Use
When selecting a company-wide CRM, it’s important to prioritize ease of use. You want all of your team members to actually use the software. Using Dynamics 365 couldn’t be easier: it’s incredibly similar to other Microsoft software that they’re already familiar with. If they’re already using Word, Excel, or Outlook, then transitioning them to Dynamics will be easy.

Ownership of Data
You may not have ever considered it, but: who owns your CRM data? Believe it or not, Salesforce actually makes you pay an additional fee if you want to backup your data and access their API. On the flip side, Dynamics 365 offers free API access as part of your subscription. Plus, your CRM information is available anytime.

Software Development
Dynamics 365 is particularly universal in that it makes use of common programming languages like Java, HTML, and the .NET framework. Meanwhile, Salesforce uses its own programming language called Apex. It’s easy for Dynamics 365 companies to customize their software solution, but Apex customization is quite limited. Plus, it’s not easy to find a developer that can actually work with Apex.

If you ever need to transition your Dynamics 365 system from external to in-house hosted, doing so is simple. It’s possible to do this with Salesforce, too, but it’s both expensive and challenging. Before you can even get started, you’ll need to sign up for the unlimited version of Salesforce. Is it just us, or are we really racking up costs with Salesforce?

Extra Fees
Speaking up racking up fees, Salesforce is known for its hidden costs. Its add-on features can get expensive, but many of them are built-in to Dynamics 365. And, if they aren’t included with Dynamics, adding them is generally cheaper than with Salesforce. A quick example: while Dynamics storage is about $ 10 per GB, comparable storage with Salesforce can run as much as $ 250!

One of the great things about Dynamics is how easy it is to deploy. You can set it up as SaaS, private hosting, via an on-premise option. Salesforce doesn’t offer this flexibility: cloud hosting is the only option available to you. Some organizations simply can’t take the cloud hosting risk.

Visualizing Data
In the modern tech-centered world, data drives the vast majority of company decisions. With this in mind, it’s astonishing that Salesforce users have to manually refresh their dashboards in order to see up-to-date data, while Dynamics 365 CRM dashboards are updated in real time. Plus, you can opt to include Power BI reports in Dynamics 365 if your organization uses them.

Microsoft Dynamics 365: The Obvious Choice

There’s no question that Dynamics 365 is the way to go. As a CRM solution, it’s custom tailored to fit your needs as they grow and evolve.

Are you ready to get started with Microsoft Dynamics 365? If so, JourneyTEAM is here to help. We’ve worked with countless businesses to help them transition from Salesforce to Dynamics, and we’re ready to help you do the same! Visit our website at journeyteam.com, or call us at 800.439.6456 to get started. Click here to see more about this article.


Article by: Dave Bollard – National Director of Marketing

JourneyTEAM is an award-winning consulting firm with proven technology and measurable results. They take Microsoft products; Dynamics 365, SharePoint intranet, Office 365, Azure, CRM, GP, NAV, SL, AX, and modify them to work for you. The team has expert level, Microsoft Gold certified consultants that dive deep into the dynamics of your organization and solve complex issues. They have solutions for sales, marketing, productivity, collaboration, analytics, accounting, security and more. www.jourenyteam.com

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CRM Software Blog | Dynamics 365

Fixing Plugin Not Triggered on Create of a User in Microsoft Dynamics 365

I recently had to write a plugin for a client that would be triggered when a user was created. This plugin would create some custom settings records for that user.

The first thing I tried was creating these records when a user was created however despite being able to register a plugin on create of a user, nothing I did would trigger the plugin!

The second thing I tried was to trigger the plugin when the user was added to the default team because every user is assigned to the default team automatically when they are created. Again, this did nothing.

My ultimate solution was to register the plugin on associate of a user to a security role. The role I chose was one that all users are assigned when they are created. As all users are assigned the role shortly after they are created, you could argue that this is the same as triggering a plugin on create of a user. It also meant that we could still ensure that the user would have permission to own the records that we were going to create for them.

The following shows some of the steps that I took to resolve this issue.

The plugin needs to be triggered on associate of a user to a security role. The Associate SDK message does not take any entity parameters. This must be handled inside the plugin code.

image thumb Fixing Plugin Not Triggered on Create of a User in Microsoft Dynamics 365

The following code shows how you can check that the target entity that triggered the plugin is a system user, as well as that the related record is a security role.

image thumb 2 Fixing Plugin Not Triggered on Create of a User in Microsoft Dynamics 365

An alternative approach would be to use a workflow which runs on create of a user. You could use the workflow designer if you are doing something simple, or include custom logic for more complex scenarios.

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Magnetism Solutions Dynamics CRM Blog

Introducing Xrm.Panel for Microsoft Dynamics 365

Panels are a convenient feature introduced as a preview feature in the December 2016 update for Dynamics 365 (see: https://msdn.microsoft.com/en-us/library/mt790281.aspx ). Although technically available, the functionality didn’t appear to do anything until version 9 (tested with v8.2 on-premise).

The feature is still in preview, but does provide access to some helpful capabilities. It is important to note that as the feature is still in preview Microsoft does provide a disclaimer that the feature is not meant for production use, and the current API reference is woefully lacking. You can find the documentation for this here: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/clientapi/reference/xrm-panel

What It Does

The panel API provides a method to display a web page in the side pane of the Customer Engagement form. Think of it as an iFrame that is accessible from most locations in the Dynamics 365 system. The main place that we want to be using it however is on entity forms.

image thumb Introducing Xrm.Panel for Microsoft Dynamics 365

Figure 1: Displaying the Panel from a Dashboard


The panel is opened and closed using the Xrm.Panel.loadPanel(url, title) method.

In order to load the panel, simply call the loadPanel function with a url like so:


This will load the target web page into the panel. To close the panel, simply call the loadPanel function with a blank URL. Note that this is not a null URL, but an empty string.


It is also possible to load Web Resources into the panel, which can provide another handy place to display custom functionality.

I have created a simple web resource here which has been loaded into the panel using the web resource URL.

Xrm.Panel.loadPanel(Xrm.Utility.getGlobalContext().getClientUrl() + “/WebResources/new_/html/helloPanel.html”);

Results in:

image thumb 1 Introducing Xrm.Panel for Microsoft Dynamics 365


The target web page must allow being displayed in an iFrame. This means that while http://www.bing.com may be displayed, https://www.google.com may not be.

There is no direct access to the Xrm object from within the Panel frame, so any web resources loaded into the Panel will need to manually navigate to a frame on the page that does have access to the Xrm object in order to use those methods, or add a reference to ClientGlobalContext.js.aspx from inside your web resource.

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Magnetism Solutions Dynamics CRM Blog

Yes, Microsoft is doubling down on business applications

As you know, I (and others of my ilk) had a rocky 2017 when it came to Microsoft Business Applications. I couldn’t get a handle on how to think about it because they hadn’t been very forthcoming to me (or those others of my ilk) about what they were doing with their business applications practice.

Last November, I decided to to stop coverage of Microsoft until I had enough information to do more than speculate — unlike those investing in cryptocurrency. That said, I am happy to report, the speculation is ended. Not only do I have what I need to give you what I hope is what you feel is a well-considered opinion, but at the same time, I know is enough information to do what all of us New Yorkers do at a DNA level — pass judgment and opine whether you want to hear it or not.

In that post I wrote:

“…. but until I hear or see otherwise, this is and will be my working hypothesis. Business applications for Microsoft are seemingly being reduced to a peripheral piece of their business despite their protestations — and whether they intend that to be the case or not. I hope that I’m wrong.”

Readers, I am happy to say that I was wrong. Not only do I think they are fully cognizant of the importance of their business applications for the true execution of their vision, but in fact, they are doubling down to effect the growth of the business applications division of the company — and to tie it into the overall vision that Satya Nadella has been evangelizing for his entire tenure.

Also:Why does Microsoft exist? How CEO Satya Nadella answered the tech giant’s existential question

To be entirely clear, what I define as Microsoft’s vision which I think Microsoft would have no complaints about is:

Microsoft wants to be the mission critical infrastructure for all 21st century business. That includes from hardware to software to services and it includes the cloud and the apps and micro-services. Among other things.

More in the future on this.

Interestingly, I think they are one of the few companies on the planet that can make this claim and possibly legitimately achieve it. Though I don’t think it would be easy nor do I think that they are, as constituted now, prepared to do so. But they have the opportunity. And I don’t know a whole lot of other companies who can holistically make that claim.

What makes me say this? Why go from despair and edgy to sunny optimism?

I got back a couple of weeks ago from two days at a Microsoft Business Applications Analyst Forum — the first one in four years. It was not only a valuable information gathering exercise but a truly well-run event, that pushed the right buttons, tripped the right switches, clicked the right… whatever someone clicks — depending on which cliché you are most comfortable using.

I came out, as I think did most analysts, with the content I needed to really help me figure out what role Microsoft Business Apps plays in the Microsoft visionary scheme of things and also had a few surprises along the way. (For proof that I’m not the only one waxing enthusiastic here, read my bud and esteemed analyst Vinnie Mirchandani’s event focused post.)

Also:Microsoft could opt to release a free version of Teams after all | Microsoft, Xiaomi sign collaboration pact for AI, cloud computing services | Microsoft readies Python, Java support for its bot-building framework | Microsoft touts HoloLens rentals, business uses for mixed reality | TechRepublic:Comparing office suites: What features are vital to your workflow?

Were there things they could have done better with? Sure. They omitted any discussion of the work they do that falls under “corporate social responsibility.” I happen to know via other avenues that Microsoft does a significant amount of Good Works. They didn’t bring that up. Since they didn’t, let me give you a taste of just a couple of the things they did (sourced from Satya Nadella’s letter in the 2017 Annual Report)

“We’re partnering with telecommunications companies through our Rural Airband Initiative to bring broadband connectivity to 2 million people in rural America by 2022, hoping to serve as a catalyst to help eliminate the rural broadband gap for the 23.4 million Americans living in rural communities who lack access to the economic, educational, and health opportunities the internet provides.”

“In January 2016 we announced that Microsoft would donate more than $ 1 billion in cloud technology to non-profits and university researchers. We’ve achieved that goal a year early, donating cloud services to more than 90,000 non-profits, and we aren’t stopping there. We announced a plan to more than triple the number of non-profits we’ll reach to 300,000 over the next three years.”

Great stuff.

But, to be my buzz killing self, while I am totally satisfied as to the depth, scope, and fervor of Microsoft’s commitment to their business applications and on the balance highly positive, I have some concerns — one or two that are at least potentially dangerous to Microsoft’s plans if they don’t work them through.

So, let’s start with:

what’s hot on zdnet

The Business Apps Analyst Forum

The event was two days crammed with many of the Business Applications executive team e.g. James Philips and Alysa Taylor, Hayden Stafford, Param Kahlon, Kishan Chetan and Jeff York, among many others giving us loads of information on everything from the status (with demos) of the current specific products ranging from the sales, customer service, field service, talent, and new marketing applications to discussions about their pricing, the changes in their partner model, and the overall status of Business Applications within the confines of the greater Microsoft vision and strategy (I think they did the latter. That may be a bit of wishful thinking, though. Minimally, they provided the pieces and I mentally glued them together).

They held a lively customer panel with two of their customer companies — two who in fact, couldn’t be more disparate — which of course goes to Dynamics product versatility, which I presume was one of the points. They brought in Chip Suttles who is the VP of IT for the Seattle Seahawks (sports is an industry that Microsoft Dynamics CRM dominates) and a trio of customers from MacDonald-Miller, a company that does mechanical contracting and facilities management.

I’m not going to dwell on the details of the event, since I reserve detailed event discussions for my user conference focused Event Scorecard which will be back this year (starting with Infor’s Innovation Summit on March 19).

But what I will say is that Clare Henry who has overall responsibility as the GM of analyst relations at Microsoft, Fred Pullen, Umran Hassan, and The WE team (Waggoner Edstrom team) did a terrific job of managing the event, keeping the discussions lively, handling the analyst/whoever-was-on-stage interactions really well and managing time without getting anyone even vaguely upset, much less angry — and minus a couple of things, (see above on the CSR omission) managed to provide the right content in the right mix to satisfy the usually insatiable hunger of a group of analysts who had disparate coverage areas.

Plus making sure that there were one on one meetings with executives and the analysts had a good time. A serious kudos and thank you to them for the quality and obvious effort that went into this.

But, sayeth I, that is not all.

Positioning and messaging

For a few years now, Microsoft has been ahead of the pack — one of the first in fact — in their messaging around customer engagement. They no longer call their Sales, Service, Marketing pillars CRM per se but instead complete the offering with the social integrations, analytics, mobile apps etc and call the whole thing Intelligent Customer Engagement. (ICE).

I’ve always applauded their getting ahead of the market — they and SAP were the first two to broaden beyond CRM with their messaging — and they managed to avoid the stupid “CRM is dead” declaration that many companies go with.

Instead they wisely — intelligently in fact — broadened their messaging and positioning to something that was more strategic and encompassing and despite some thinness here and there positioned their applications where they needed to be positioned.

When we got to the analyst forum, a new message was coincident with intelligent customer engagement. In other words, didn’t replace it, but sat along side it or encompassed it. The theme was “digital feedback loop,” which looks something like this.

dfl microsoft Yes, Microsoft is doubling down on business applications

The Digital Feedback Loop

Courtesy of Microsoft

What of course makes it work is the front office, back office, underlying platform nature of Microsoft’s Dynamics offerings in combination with PowerBI etc. So it kind of works though I have to say, I’m not as enamored of it as I am of ICE — but then I would be more excited about ICE, given my area of coverage wouldn’t I?

The products/platform

I’m not going to dwell on the details here because I don’t need to. I’m going to point out what I found either interesting, surprising and outstanding.

Sales and Service: Mature, Solid, Trustworthy… Except for Sales Navigator

First, a brief comment on sales and service, two of the three pillar applications/solutions of CRM. Microsoft, under now Param Kahlon’s engineering leadership. They are solid. They have what they need to keep a contemporary CRM sales and customer service organization functioning operationally, have communications tools built in and have the services that have to be there to make sure that the solutions continue to evolve with the company that acquired them. Period.

They are reasonably priced. The integration with Parature at the core of service seems to be completed and is now scalable which is honestly a big deal since Parature appealed to the lower end up to the middle of the midmarket and didn’t scale on its own. Microsoft has taken care of scalability. Plus, despite all the pricing entanglement, they are reasonably priced and more than competitively so.

This is one of those instances where the good speaks for itself really. I’m just letting you know. Solid. Mature. Already battling in the marketplace. Is it perfect? No. Nothing is. But that’s not what this post is about. You want a product analysis? Talk to me offline.

However, there is one thing that no matter how hard I try, I don’t understand. Microsoft has a highly competent valuable Sales Force Automation application. No question. Yet, they spend an inordinate amount of time on talking up and selling Sales Navigator, which I have considered to be a TERRIBLE application since it was first developed and was the cause of one of the worst things that the then independent LinkedIn did — closing the API which had been “almost” open up until that time.

Yet Microsoft with the most amazing asset LinkedIn persists in selling that ridiculous tool. The only value Sales Navigator has is as a faux middleware to get access to the LinkedIn data. It is nowhere nearly as good as Microsoft’s native tool. Yet their offering is actually bundle selling Microsoft Sales 365 and Sales Navigator together, which unless Sales Navigator is the only access point to the LinkedIn data, makes no sense at all. Why sell two competing tools?

If Sales Navigator is only really there for access to LinkedIn data build the necessary connectors and other pieces and sell the connection. Sunset Sales Navigator as a sales tool. Microsoft’s native sales offering competes well with anything on the market. No reason to create market confusion with something that doesn’t hold a candle to it.


Kishan Chetan unveiled a new marketing automation application that, if I were assessing the target market from its current state of readiness — meaning its still early in inception though not in conception as I found out, its upper end small business and lower end midmarket. That isn’t the endgame, but what I think at this point the functionality and feature set can service most likely.

I have to admit I was somewhat surprised by the existence of this — though not surprised that Microsoft wanted to do something about the hole they had had in marketing at all but the enterprise B2C space (more on that in a second). What I was THRILLED to find out is that Marketing Pilot had been sunset and that Kishan, who is a super talented leader and engineer and his team were building something from scratch.

What made it more interesting is that Microsoft has invested an enormous amount of time, money, effort, and public relations into what is arguably their deepest partnership, certainly the most interlocked I have ever seen — their relationship with Adobe and their positioning of the Adobe Digital Marketing Suite as the cloud (Azure of course) based enterprise especially B2C marketing automation offering.

The sales teams are educated in how to sell it and told what their spiffs are, the architecture is intertwined at (at least metaphorically) the level of an object. Adobe made sure that Dave Welch who is in charge of the Microsoft relationship at Adobe attended not just the Business Forward Event in Chicago but the analyst forum I’m talking about here and sent their topnotch AR person, Laura Irwin to the event too.

To add to that, if I’m right about the marketing solutions — meaning Dynamics Marketing 365 and Adobe, there are holes in the market that are usually filled by partners like Click Dimensions — e.g. the middle of the midmarket to the upper end of the midmarket (even the lower end of the enterprise).

So there are, in effect, three areas that need messaging support, clear positioning so they don’t step on each other’s feet, and also go to market kind of inter-organizational efforts. That way Microsoft can cover the gamut of the market when it comes to marketing automation and have a narrative that explains why there are three different “groupings” that are doing so.

Otherwise, despite the fact, this is an entirely workable possibility, it might and probably will create some market confusion. But its one of those nice to have problems — three more than capable marketing solutions that each cover a distinct piece of a market.

I probably shouldn’t have been surprised since last August, Microsoft actually announced all of this — sunsetting of Marketing Pilot, new marketing solution, and the elevation of the partnership here. I guess I missed that. My bad. But, regardless, all these surprises are good for Microsoft (and Adobe) over the long run, though will take some time to untangle when it comes to how multiple marketing solutions are presented to the market place.

PowerApps Citizen Development

For those of you who know me, you will know that not only am I one of the most insane Yankees fans you ever will meet, but I’m a strong proponent of ecosystems and platforms as the way that technology companies need to think, act, build, and focus if they are to be truly successful in the 21st century business environment.

With caveats, when it came to business applications Microsoft had for the most part (a bit on that shortly) had the ecosystems part down — meaning they looked to see what a customer needed from them end to end, understood what they could provide, what they could build and thus provide in the future and what they needed partners to provide since they didn’t have it to offer nor would they.

But I was always concerned about the platform side of the equation. I wasn’t that impressed with XRM which to me was more of a concept than it was a legitimate platform. Even with Azure as the backbone — which both greatly enhanced their existing platform and magnified the necessity for building it out even more — I wasn’t entirely sold.

But I had the opportunity to see the PowerApps platform/authoring tools and was actually blown away by what I saw. This was citizen coding. That means, as Charles Lamanna, Microsoft PowerApps GM showed us so effectively, that anyone including me could build applications that were accessing data sources from hundreds of options in a few minutes that were both usable on the desktop and even more importantly in multiple mobile environments.

I’m not going to get that descriptive. Once again Vinnie Mirchandani does an excellent job of doing that here on his always fascinating deal architect blog. His enthusiasm for what he saw echoes mine. Here’s my tweet:

“PG Note: Watching a demo of PowerApps — building an app from scratch. I have to say this is one of the most impressive demos I’ve seen in a long time. This tool is amazing. Easy to use, visually appealing, navigation/app creation nearly intuitive.”

I am very much convinced that this is the best toolset for creating applications on the fly since the days of the underestimated Lotus Notes and that this is what will put the business applications platform on the map for Microsoft so that Ecosystems and Platforms isn’t just marketing fluff but (with work yet to go) what they actually can provide to customers and potential customers. It is a hugely important piece placed in the puzzle.

Opening the Ecosystem, Closing the Gaps

A few months ago, I would not have said what I’m about to say. If I extrapolate from all that I’ve referenced in this post and other facets of what I saw and heard at the Analyst Forum when it comes from the “Greater Metropolitan Microsoft Ecosystem” (which includes Azure, Office 365 and even Windows, in addition to business apps), I would venture to say that Microsoft is putting together most of what it needs to successfully build on their vision.

What hasn’t been a question was Microsoft had transitioned to a cloud company. You could see that in the simplest way by watching the transition of their customer focused commercials from an emphasis on the business apps to an emphasis on the “Microsoft Cloud.” (see this Real Madrid commercial which is easily my favorite. I love the fan scenes in this).

Rock star analyst/influencer, Constellation Research CEO and great friend, Ray Wang says in his piece on the Analyst Forum, “In fact, Microsoft sees the business applications group as a critical pillar in helping organizations with their digital transformation efforts.”

Where no more than three months ago, I was questioning the commitment of Microsoft to its business applications practice, I would absolutely endorse what Ray says here. As far as I’m concerned Microsoft is doubling down on business applications because they recognize it as an essential piece to the successful execution of their vision to be the mission critical centerpiece for 21st century business infrastructure.

It probably pays to understand the biggest pieces of this game plan. Azure as the core cloud infrastructure both host and development platform for business is the wrapper for it all. While AWS may have greater revenue and will do so for a long time to come, when it comes to the enterprise Azure’s prospects are superior. According to literally every study I’ve ever seen on what IaaS platform is trusted most by the enterprise, Azure has been the winner.

Don’t get me wrong. I don’t pretend to have seen every single one — I’ve probably seen about five or six all in all and there may be several out there that say AWS is the trusted one but I have yet to run across one that does and even if I did, the signal volume, the level of conversations and trust in Azure is great enough to generate the results that I have seen multiple times — and that tells you a lot about the level of trust in Azure.

The layer encircling Azure is Office 365, but the new completely rethought, reorganized and re-engineered Office 365, which has gone from a productivity suite to what is now a unified communications hub. Don’t get me wrong. It still does the productivity “things” that it always did — Word, Excel, and PowerPoint are tools of choice when it comes to creating documents, spreadsheets and presentations.

But the core of Office 365 is a combination of its productivity tools, the embedded communications tools like Skype etc. and the interconnections and integration of Dynamics 365 that was recently announced so that you have a uniquely connected technology matrix that uses Azure as its overarching and underlying infrastructure, Office 365 as its central communications station and business applications as the operational core — all in the service of achieving their vision.

That said, they are missing one major piece and they are missing the boat with another that keeps their vision from attainment sooner than later, to say it rather politely.

The missing piece? Ecommerce. The “missing the boat” piece — customer journey orchestration.


Let’s start with ecommerce. Before SAP acquired Hybris in 2013 (and, in 2016, Salesforce acquired Demandware), it was easy to make the “we don’t need ecommerce” competitive case since the only one of the Big 4 with ecommerce was Oracle who had acquired an on-premise (mostly) ATG back in 2010 and hadn’t really done much with it — at least done much that was apparent.

But things changed in the world and customer engagement starting in 2014 if I had to pick a time, became a C-suite discussion and created enough interest in the practitioner universe to start thousands of companies on the path to engagement strategies and programs which, they hoped would lead to overall fantastic customer experience — meaning that customers would feel great about the companies that they were engaging with due to the customers’ interactions being able to meet the demands of the customers be they utilitarian or something more — over time.

Ecommerce because customer interaction is the core of its transactional being, became essential to that formulation. All of this led a number of technology companies to both reposition, as Microsoft did, from CRM to customer engagement or Marketo from Revenue Performance Management to Engagement Marketing.

But one of the things about focusing around engagement as Microsoft does with their messaging for Dynamics as Intelligent Customer Engagement — your product/solution/services/platform have to reflect the messaging — meaning the component parts have to be there.

Thus, the repositioning post Hybris acquisition by SAP around customer engagement and commerce. There were some lame linear attempts by both SAP and Salesforce to try to position ecommerce as the “fourth pillar” of CRM but neither of them could really show that they had a single piece of thought leadership or collateral pre-ecommerce vendor acquisition that said that, so it died quickly when it was called out.

With the growth of customer engagement as a legitimate candidate for strategic consideration and efforts by companies of all sizes and sorts, CRM has a position — as the operational core of a customer engagement focused business. Ecommerce has a position — as the transactional core of a customer engagement focused business. Both necessary, but different. Not a CRM fourth pillar and no need other than self-serving to call it that.

The only player of the Big Four without it is Microsoft. For competitive purposes, it’s important that they consider how to remedy that.

The problem seemed to be that they lacked options that would compete with the enterprise grade players — all of whom were acquired. When analysts discussed who Microsoft could acquire (and believe me, we had this particular discussion — many that I know of having been part of them and I’m sure a myriad of others that I didn’t know), the names Shopify and Magento didn’t exactly thrill. Not that they are bad, but they don’t really scale at the level that Microsoft needs.

Without any endorsement whatsoever, I did find one that on the surface of it, makes some sense to me. That’s Episerver (aka Epi) — a Microsoft partner that is a huge Azure user and has a more than capable feature function list of ecommerce functions. It is also strongly vested in the Microsoft ecosystem, though not solely. It also scales to the upper end of the midmarket and the lower end of the enterprise (from what I was told by a person I completely trust at the company) which is good place to start to scale ecommerce.

That said, I don’t endorse it by any means at this juncture, because I haven’t seen the actual solution in production and don’t have much more than an initial handle on the company. While what I have learned is solid and trustworthy, it falls well short of my standard due diligence.

I’m bringing them up as an ecommerce option for Microsoft heretofore undiscovered by analysts like me. In that “me” I mean also anyone else I’ve had Microsoft ecommerce options discussions with, none of whom has ever mentioned them. At least they are worth investigating if not by me (though I will) then by Microsoft at a lot deeper a level than they have.

Customer Journey Orchestration

This may be ironic more than anything else. For the last three or four years, Microsoft has had a go to market relationship with Thunderhead, a company (to be forthcoming) that I have been an adviser to for even longer than that. In fact, I introduced them to Microsoft back when Bob Stutz and Jujhar Singh were doing their usual great work at Microsoft. The specialty of Thunderhead is customer journey orchestration.

Microsoft and Thunderhead closed several significant deals jointly and they were marquee deals — important enough for Microsoft to use them in the past as significant case studies — though (another thing that Microsoft needs to fix generally) without Thunderhead attribution. Park that thought for a minute.

If you are claiming Intelligent Customer Engagement (ICE, ICE baby) and on an even bigger scale, Digital Feedback Loop as the messaging and positioning of Business Applications, customer journey orchestration technology is ESSENTIAL for meeting the business requirements that are suggested by those two “phrases.” ESSENTIAL.

Customer engagement is DRIVEN by where you meet the customer and then your ability to not only identify the choices the customer is making at that location but your ability to give them the appropriate choices they need to make decisions on how they want to deal with your company.

Being able to track the customer’s journey in real time and seeing what they are doing at the level of one customer up to millions of customers (digital and physical feedback) and being able to then communicate the options that the business wants to provide based on their feedback (customer engagement) makes customer journey orchestration a must-have.

In the course of the analyst forum, Microsoft didn’t indicate that they were doing anything in that realm. They already have the agreement in place with Thunderhead. Like ecommerce, there is no need to build the solution. In this case, just take advantage of what has already been signed, sealed and delivered.

If not, then find a way to incorporate customer journey orchestration from somewhere into the offering. Its that important at this juncture. Five years ago, nice to have. This year and going forward for a while, need to have.

The Rest of the Mischegas

For those of you not familiar with Yiddish, mischegas means craziness. I use it sort of affectionately here to describe the hodgepodge remainder of things I want to cover quickly to get to a conclusion.

Briefly each:

Partners: I heard about the ISVs a LOT. While I applaud what James Phillips said about how they are educating partners: “We are trying to coach our partners to not sell in silos. Go from let us talk to you about our products to let us talk to you about those things that will help your business transform;” I didn’t hear anything about strategic ecosystem go to market partners (beyond Adobe of course) or the systems integrators.

It was heavily ISV focused to the point of obscuring all else. I did like that they have merged the horizontal and vertical partner organizations into a single organization. AND that they are doing some great work together with their ISVs. Their partner case studies were very good and proved that point. Plus, I acknowledge that there is only so much you can do in 20-30 minutes as part of two days.

That said, if ecosystems truly matter to Microsoft, they need to make that clear everywhere in everything they do — especially to analysts — which means cover the full gamut of partners and the strategy behind them.

Pricing: One thing I will say, the actual prices of Microsoft Business Applications are very competitive — in fact very good for what you get. However, too many options, bundles, mixes, mashups. Simplification would be good, because the prices themselves are all ready very good.

Finally: When I first left the analyst forum and headed home, I characterized it as a course correction — meaning Microsoft had publicly gotten itself back on the radar and more in the public eye of the analysts once again.

I’ve rethought that a bit. They’ve done a lot more than just course correct — though they did do that. Given how much I saw that they’ve managed to do over the last few months with the platform and the applications and the way that they’ve defined their approach, products, leadership team, messaging etc going forward, this is more than a course correction.

This reboot as they called it (Windows veterans one and all) is a leap forward that propels Microsoft back onto the stage. What they showed us at the analyst forum was a well thought out, scalable, somewhat integrated (marketing and a couple of other things not so much yet) set of applications for the front office, the back office, along with systems of record, engagement and “systems of intelligence” (I use the term under protest).

This was all in combination with their fantastic apps development platform which can handle deep customization needs and create highly flexible apps — and do it enjoyably and with some real ease and elegance. Additionally, Dynamics 365 is largely integrated now with Office 365, something needed for the achievement of the grander vision. And, finally they had a game plan and at least what I would call cohesive messaging for the apps.

But they still have things to do. If they:

1. Fill the two gaps within their business applications platforms and solutions, they will be incredibly well positioned to take the battle competitively and for the completion of their vision to a new level. But that’s up to them, not me.

2. Develop an overarching corporate narrative that explains (obviously among other things) where Microsoft’s view of business applications fits in. But that’s up to them not me.

3. Next time they speak to a larger group of analysts, make sure that they cover what they covered already, but thrown what they are doing to make this a better planet in whatever way that is. I know they are doing a lot. But the analysts must hear it. Up to them, not me.

4. Build out the ecosystem partner plan and the go to market strategies associated with that — and, to the extent they can, make that public to the partners in a way that the partners get excited, they will assuage partner concerns and align in a more visible way to their ecosystems and platforms thinking. Once again….fill in the not so blank.

All in all, Microsoft is back on the public stage. It would be stupid of me to say they weren’t an actor on the stage the last several months, since, after all, whether I know it or any other analyst knows it, they are Microsoft and are going to have some impact whether we are upset with them or not. But let’s just say the acting was bad. Not, say, Gigli or The Last Airbender bad, but bad. Now we are talking at least maybe not Black Panther good, but good nonetheless.

I’m glad that I was wrong.

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Dynamics 365 Support Options – Microsoft Premier Support versus Crowe Managed Support

Some companies that purchase Microsoft Dynamics 365 think that Microsoft Premier Support is the highest level of support available.

Until they compare the benefits side by side.

Microsoft Premier Support includes:

  • Business Critical Support
  • Break/Fix Support
  • Annual Support Hours
  • Phone Call Backs

 Microsoft Premier Support does not include:

  • Advisory Support
  • Installation of Updates and Patches
  • Development Support and Training
  • Proactive Monitoring
  • Health Check Assessment
  • Scheduled Support Management Meetings

Crowe can provide your company a better alternative to the Microsoft Premier Support plan.  We offer extra services, focused on proactive measures and strategy, to save your company money in the long term.

For example, during a System Health Assessment our team will:

  • Analyze data/telemetry collected by available monitoring sources
  • Review latest Microsoft hotfixes, update, and releases
  • Review maintenance plans
  • Review proactive monitoring coverage
  • Review data storage management and recovery strategy
  • Review User license levels/User usage reports
  • Run best practice checks on environments

Crowe’s managed support services provide organizations:

  • Ongoing support to maintain and enhance Microsoft Dynamics 365
  • Personalized service plans allowing you to scale up or down as your needs evolve
  • Single point of contact for fast and efficient service
  • Proactive guidance to help drive value from your technology investment
  • Access to a highly qualified, specialized support team with extensive hands-on implementation experience and in-depth knowledge of the technology
  • Commitment to meet or exceed our Service Level Agreement (‘SLA’)

Support features available in our service:

  • Business Critical Support
  • Break / Fix Support and Troubleshooting
  • End-user and Administrator Training
  • ‘Wish List’ Management
  • Release, Patch, and Upgrade management
  • Development Support
  • Health Check Assessments
  • Support Management Meetings
  • Expand System Functionality
  • Enhance Reporting & Dashboards
  • Onsite Services Available (extra fee)

The Crowe support services program is designed for organizations that:

  • Have successfully implemented Microsoft Dynamics 365
  • Require ongoing support and professional/optimization services, and
  • Desire support governed by a Service Level Agreement (‘SLA’)

As a Crowe support services customer, you select the best plan based on:

  • Number of prepaid annual support and service hours you require
  • Level of proactive monitoring and system maintenance you desire
  • Need for release management and upgrade services

All for a set predictable cost. From a team of 40+ professionals that work with Microsoft Dynamics 365 every day.

 Why Crowe?

Crowe is a Gold CRM, ERP and Cloud (Azure) Partner with Microsoft and a Tier 1 Cloud Solution Provider with Microsoft. We have our own Premier-level direct contracts with Microsoft. So if there is an issue that requires Microsoft assistance, Crowe has the fastest and most direct channels to facilitate this. We are able to offer you personalized support from a team that has a deeper understanding of your business and system.

Microsoft Premier support is not your only option. Crowe managed support services proactively monitor, support, and enhance your Microsoft Dynamics 365 deployment to ensure you are getting the most from your technology investment.

Find out more about Crowe Managed Support on Appsource.

If you are interested in discussing a support plan for Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), contact us today.

By Ryan Plourde, Crowe Horwath, a Microsoft Dynamics 365 Gold Partner www.CroweCRM.com

Follow us on Twitter: @CroweCRM

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5 Tips to Ensure a High User Adoption Rate when implementing your New Microsoft Dynamics 365 Solution – User Training

CRM Blog 5 Tips to Ensure a High User Adoption Rate when implementing your New Microsoft Dynamics 365 Solution – User Training

In our previous article, we offered some tips to improve user adoption rate even prior to the implementation of a new CRM solution. That said, proper training tailored to the specific needs of end users is essential to ensure a high user adoption rate for a new CRM solution such as Microsoft Dynamics 365. The users of the solution need to become familiar with its features and processes before they can leverage its benefits to increase their productivity. No matter how much money your organization invests into a new system, if the training fails to address users’ specific realities, they will simply revert to their old habits.

The next 5 tips will help you tailor your user training to ensure that this doesn’t happen and that users obtain a full understanding of the system and how it will simplify their daily tasks.

  1. Give all users an overview of the system. Even if each team only uses part of the system, it’s important that all users get a feel for the entire system and navigate through it. Knowing how the entire system works will help them learn the processes relevant to their specific responsibilities and how they relate to other departments.
  1. Show users how the new solution can facilitate their daily tasks. If possible, introduce them to personalized dashboards and views, as well as advanced searches, so that they are aware of how the system can be tailored to meet their specific needs and facilitate the experience. Use customization options to reduce the time spent navigating between entities or records.
  1. Split training into small teams. This way, the training can be tailored to the users’ specific needs, roles and tasks, ensuring that the information is relevant. Moreover, users will be more likely to ask questions and pay attention if they are a part of small group.
  1. Prioritize tasks and set clear goals for the utilization of the CRM. Having clear objectives and tasks to master before moving on to the next will help users focus on what has to be learned. It also makes it easier to assess whether they fully understand how processes work, making it easier to define and adjust the rest of the training.
  1. Have your super-users give the training. At this point, user questions are usually more about the process and less about features. The super-users of the solution are in the best position to guide end-users through the process and ensure that they have fully internalized it prior to using the solution for their day-to-day activities.

By getting the proper training, your end-users will be able to leverage the functionalities and potential of the new solution to carry out their daily tasks and activities and improve their productivity. Should you find yourself in need of advanced or tailored training sessions, please communicate with JOVACO for more information about our CRM and Microsoft Dynamics 365 training sessions.

By JOVACO Solutions, Microsoft Dynamics 365 specialist in Quebec

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CRM Software Blog | Dynamics 365