Microsoft Dynamics 365 Customer Engagement Planning Workshops

Customer Relationship Management is the business philosophy that lets you know your business ecosystem better, lets you share information more thoroughly, and interact more completely. In business, this can only be achieved through the integration of people, business processes, and the use of CRM and related technologies. This is a non-technical session designed for business professionals on how to plan and implement successful Dynamics 365 Customer Engagement (Dynamics 365 CE) strategies.

This workshop can be delivered as a full-day in-house workshop, an online learning program, or conference breakout session.

• Dynamics 365 Customer Engagement Professionals and Project Managers
• Business Leaders responsible for implementing company-wide Dynamics 365 CE Programs
• Managers responsible for sales, marketing or customer service
• IT Professionals looking to support Dynamics 365 CE Programs

On completion of this fast-paced workshop, learners will be able to:

• Clearly understanding what the benefits and importance of Dynamics 365 CE is to your strategic business initiatives
• More accurately estimate the budgets, timelines and tasks for Dynamics 365 CE Implementations
• Define processes and strategies that will help better define and manage customer, prospect and partner touch-points
• Better measure customer interactions, sales productivity and opportunity management
• Increase profitability by identifying and eliminating or reassigning non-productive tasks
• Put into action proven techniques to plan, implement and support successful Dynamics 365 CE initiatives

Part One - Introduction to Customer Relationship Management

• The 3 Pillars of Success - People, Process and Technology
• Understanding Dynamics 365 CE Applications:
  • Sales Force Automation
  • Marketing Automation
  • Customer Service
  • Partner Relationship Management
  • Project Service
  • Portals
  • Social Insights & Listening
  • PowerApps
• The real ROI of CRM - Understanding the ROI on CRM for
  • C Level Executives
  • Sales Management
  • Customer Service 
  • Marketing Teams
  • Field Service
  • Professional Services
  • IT Management
• Setting budgets, time requirements, priorities, and project objectives

Part Two - Planning Your CRM Project

Overview of Steps to Success

• Avoiding project  pitfalls
• Building your project roadmap & plan
• Assembling your project team
• Mapping your business processes
• Interface design best practices
• System build best practices
• Training best practices
• Building a successful user adoption program
• Planning for the future