Why do some CRM-focused projects, probably too many, end with a less-than-satisfying outcome? As our guest, Chuck Ingram, explains, dissatisfaction with enterprise technology is a strange thing. Even when a consulting team leaves a project with all metrics "green", things might not say that way after some time has passed. Chuck last joined the podcast about 3 years ago. He updates us on his professional path since then, including his new firm CongruentX. As he explains, his new team will take a different approach to CRM projects, with a somewhat different engagement model and different measures of success. He will remain focused on Microsoft Dynamics 365 CRM technology, and we talk about the impact of products like Power Apps and D365 Customer Insights, customer adaptation, and life in the partner channel these days. Show Notes: 1:25 – Chuck's professional background and journey over the last few years. 11:00 – Big picture perspective on approaching CRM projects differently to meet buyer needs. 15:20 – Why CRM efforts don't always have to be big projects. 18:25 – How CRM ownership and services change with Microsoft's semi-annual release waves. 21:30 – The case for building on top of legacy systems vs upgrade or migration. 24:45 – Why customer experience is about more than CRM. 27:30 – How and why centers of excellence benefit organizations of different sizes. 33:20 – Chuck's perspective on Microsoft's engagement with partners 38:20 – Why D365 Customer Insights, Microsoft's Customer Data Platform offering, is exciting 39:45 – Looking ahead to 365 Power Up Tampa on Feb 22 https://www.youtube.com/watch?v=yl4d9TNwFAo

Microsoft empowers financial services organizations to achieve more by using industry-leading cloud scale, with data centers around the world, comprehensive security and compliance capabilities, and extensive cloud and compliance certifications. Learn more: https://dynamics.microsoft.com/en-us/microsoft-catalyst/ Deliver differentiated customer experiences presentation: https://aka.ms/c_nc7UsyXlw Thank you for watching our video! Stay up-to-date with the latest news and updates from the Dynamics 365 Team by visiting: https://dynamics.microsoft.com/en-us/ The opportunities don’t stop there! We urge our community to continue learning through the following resources: Content Library: https://explore.dynamics.com/h/ Dynamics 365 Blog: https://cloudblogs.microsoft.com/dynamics365/ Free trial: https://trials.dynamics.com/Dynamics365/Signup Subscribe to Dynamics 365 YouTube: http://www.youtube.com/c/MicrosoftDynamics365 Dynamics 365 on Facebook: https://www.facebook.com/msftdynamics365/ Dynamics 365 on LinkedIn: https://www.linkedin.com/showcase/microsoft-dynamics/ Dynamics 365 on Twitter: https://twitter.com/MSFTDynamics365?lang=en https://www.youtube.com/watch?v=V4kx7t4EWHE

Microsoft Dynamics 365 Commerce equips you with the tools you need to grow a loyal customer base and allow them to shop whenever, wherever, and however they want. Learn more: https://aka.ms/2hg2qZVDGWs Thank you for watching our video! Stay up-to-date with the latest news and updates from the Dynamics 365 Team by visiting: https://dynamics.microsoft.com/en-us/ The opportunities don’t stop there! We urge our community to continue learning through the following resources: Content Library: https://explore.dynamics.com/h/ Dynamics 365 Blog: https://cloudblogs.microsoft.com/dynamics365/ Free trial: https://trials.dynamics.com/Dynamics365/Signup Subscribe to Dynamics 365 YouTube: http://www.youtube.com/c/MicrosoftDynamics365 Dynamics 365 on Facebook: https://www.facebook.com/msftdynamics365/ Dynamics 365 on LinkedIn: https://www.linkedin.com/showcase/microsoft-dynamics/ Dynamics 365 on Twitter: https://twitter.com/MSFTDynamics365?lang=en https://www.youtube.com/watch?v=2hg2qZVDGWs