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What Happened to Microsoft Dynamics CRM?

10/21/2019

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Posted by Jonathan Crowell

Nothing… sort of.  You may also be asking yourself “What is Dynamics 365 Customer Engagement?” I’ll address both questions.

As of November 1, 2016, Microsoft Dynamics CRM was renamed and became part of Microsoft Dynamics 365. The Dynamics CRM we have known and loved was more or less re-labeled and licensed in a different manner. At that time, there was set to be two “editions” of the CRM applications – Business and Enterprise. The Business Edition was geared towards companies with more basic requirements in Sales and Customer Service and aligned with then called Dynamics 365 Finance and Operations, Business Edition, which is now called Dynamics 365 Business Central (see my blog “What Happened to Dynamics NAV” for more information on the evolution of Business Central). Things changed, as they do, and there never really was a business edition for CRM. Meanwhile, the Enterprise Edition offered more robust functionality in Sales and Customer Service, as well as more applications for Field Service and Project Service Automation. Marketing was somewhat of an unknown in 2016, as Microsoft positioned Adobe Marketing Cloud for “enterprise” needs, and was in the process of sunsetting Dynamics Marketing for a “business edition” version of the marketing app. You could license individual applications or plans for users who needed access to multiple apps, and there was tiered pricing for the plans if you had a large number of users.

Fast-forward to October 1, 2019, and the above seems like a faint memory. In true Microsoft fashion, the naming and licensing has changed, again. I’ll attempt to make sense of it all in this blog, but if you’d prefer to discuss these changes, we welcome you to give us a call (704-846-6750)!
Let’s start with the name. Dynamics 365 Customer Engagement is the name, and it’s the full suite of “CRM” applications available from Microsoft. Sales, Customer Service, Field Service, Project Service Automation, and Marketing are all included within Customer Engagement. There are no longer Business and Enterprise versions of these applications, but rather “Professional” and Enterprise versions. Nothing has changed with the Enterprise applications, as far as functionality, and the Professional versions look and feel the same as Enterprise, but with limited functionality (mainly around what entities are included and extensibility – see our video on Professional vs Enterprise). As of now, only Sales and Customer Service are available as “Professional” SKUs. Licensing will be covered below, but before I do that, I want to address some of the under-lying technology changes for Customer Engagement.
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Avoid the pitfalls of a CRM implementation

9/18/2019

 
Posted by Jonathan Crowell

Customer Relationship Management (CRM) software can be an asset to any company. Whether your organization is a distributor, manufacturer, a service-based company, or otherwise, there are many tools and functionality in modern CRM software that can bring value to your business. Like many business applications, CRM’s success lies in the implementation process. While it is unlikely that you will be performing the implementation yourself, there are steps to take to ensure you achieve the desired results. If you do not set a foundation on which to build the solution from the beginning, you are inclined to need additional, and often costly services to reconstruct the software.

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Top 5 Customer Engagement (CRM) Sessions to Attend at Summit

9/13/2019

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Posted by Paul Haag
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User Group Summit is the annual conference for users of the Microsoft Business Applications platform – featuring education on all versions of Dynamics 365, AX, CRM, GP, BC/NAV, Power BI, PowerApps, and Microsoft Flow. Every year, there are hundreds of cutting edge sessions to choose from. Here are my top 5 Dynamics 365 Customer Engagement (CRM) picks:

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Wake Up to a New Day with Microsoft CRM’s New Name: Customer Engagement

9/9/2019

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​Posted by Chelsea Schlepp
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​Ask yourself this. Do you want to:

  • Manage your customers?
  • Engage with them?, and/or
  • Create a superior customer experience?

Most, if not all, CRM (Customer Relationship Management) systems on the market today can help you merely manage your customers. But only Microsoft Dynamics 365 for Customer Engagement (commonly abbreviated CE), can do all 3 of the above and perform these functions well, making the name change important.
Rooster Standing Tall at Sunrise

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Cloud ERP: Another Step in Your Digital Journey

7/23/2019

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Posted by Chelsea Schlepp

Cloud ERP: Another Step in Your Digital Journey
​When Digital Transformation (DT) first became a buzz word, companies scrambled to develop their digital goals as well as step-by-step programs that would help them reach those goals. But what exactly is DT? One definition is: The novel use of digital technology to solve traditional problems in new ways and enable new types of innovation and creativity, rather than merely enhancing and supporting traditional methods. 

However, in an earlier narrower sense, DT simply referred to the concept of “digitizing,” which was basically synonymous with "going paperless.” Converting documents and data to a digital form was often the first step in a much longer journey toward a fully digital enterprise. 
 

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Why You Should Choose Microsoft Dynamics Business Central for Cloud ERP

7/8/2019

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Posted by Chelsea Schlepp

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​Bloggers are wordsmiths. I’m no exception. I might have switched 2 little words in the title of this blog, and it would have made a big difference. I might have written, “Why Should You Choose Microsoft Dynamics Business Central for Cloud ERP?” Instead, I wrote: “Why You Should Choose Microsoft Dynamics Business Central for Cloud ERP.” The former is a question. The latter is a statement.
 
I chose to make a statement because there are so many great reasons why you should indeed choose Microsoft Dynamics Business Central as your Cloud ERP solution.
 
Let’s take a step back to look at the playing field, and you’ll see that the field is crowded with options. So if you’re in the process of choosing a Cloud ERP solution for your company, you may feel compelled to conduct the traditional due diligence and explore several. That requires online research, creating a list, winnowing it down to a short list, scheduling and sitting through demos, getting input from several members of your team, making a choice, entering into negotiations with a provider, pouring over the contract…

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7 Management Tips for a More Effective ERP Implementation

6/6/2019

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Posted by Tim Fry

Let's get straight to it...
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1. Have a Clear Vision and Outcome
This is imperative to gain support of your superiors and subordinates alike. Be able to communicate a clear vision of WHY the system is needed and what you will gain from it. An ERP system implementation is a great deal of work and it is difficult for many employees to deal with the change. Having a clear, concise message will help gain acceptance and your people will be more willing to complete the extra work required. Additionally, keeping a clear focus on your deliverables will help keep your project on track and prevent scope creep.  ​
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Retrieving an Original Document Template from Dynamics 365 Customer Engagement

3/7/2019

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Posted by Paul Haag
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Document (Word or Excel) templates in Dynamics 365 allow you to merge CRM data into a pre-formatted document. Details on that process can be found here: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/using-word-templates-dynamics-365.
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Unfortunately, once you create the template, there’s no straightforward way to download the original template again from Dynamics 365. So, if you decide you want to make a change and can’t find the original document, you must go through the exercise of remapping all the Dynamics 365 data fields.
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With the web API and a couple of online tools, though, you can get back up and running.
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Dynamics 365 Business Central Road Map Explained

1/31/2019

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Posted by George Delp

Microsoft publishes roadmaps for all the Dynamics 365 solutions here.  For purposes of this article we are going to focus on the Microsoft Dynamics 365 Business Central Roadmap.  Before continuing with this article, click the link and take a look at the road map.

Here is the list of items on the roadmap:
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The Wide World of Dynamics 365

1/28/2019

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Posted by George Delp
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Microsoft Dynamics 365 offers a wide range of business applications.  When most people think of Dynamics 365, they think of the traditional Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) solutions.  They are, of course, a huge part of what Dynamics 365 has to offer, but there is so much more.  Here is a quick rundown of the Dynamics 365 universe.
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