Downloaded 76 times
Uploaded byFiroz Muhammed
Navigating through Microsoft Dynamics 365 landscape | Dynamics 365 for Customer Engagement
Firozct is a certified Microsoft CRM consultant and corporate trainer with over 10 years of experience, having trained more than 300 individuals and 20 corporate teams. The document discusses Microsoft Dynamics 365, an enterprise cloud application combining CRM and ERP functionalities, detailing its history, features, and roadmap since its introduction in November 2016. It highlights the evolution of Dynamics CRM and the overarching future of Dynamics 365 as a growing platform.
More Related Content
Similar to Navigating through Microsoft Dynamics 365 landscape | Dynamics 365 for Customer Engagement
Navigating through Microsoft Dynamics 365 landscape | Dynamics 365 for Customer Engagement
- 1. [email protected] Certified Microsoft CRMConsultant, Corporate Trainer | Udemy Author /firozct /firozct
- 2. Personal Profile CertifiedMicrosoft 365 CRM Consultant. Corporate Trainer 10+ years of experience into IT. Trained 300+ individuals and 20+ Corporate Teams. Udemy Instructor. Founded Magnifez Technologies /firozct /firozct [email protected]
- 3. Dynamics 365Overview Evaluation of D365 Customer Engagement and Unified operations D365 Roadmap Future of D365 DRIVERS Faster Implementation | Quality assured | Experienced Consultants Agenda
- 4. Dynamics 365 isan enterprise business suite that combines CRM and ERP functionality.
- 5. Dynamics 365 Overview An enterprise cloud application which combines ERP and CRM functionality. It includes 8 business apps in it. Introduced in Nov ’16. Basically it is re-packing existing CRM and ERP functionality. 5
- 6. What is includedin Dynamics 365
- 7. Microsoft Dynamics 365 Common applicationplatform: PowerApps, Microsoft Flow, Common Data Model Microsoft AppSource The whole Dynamics 365 Package
- 8. Customer Engagement (CE)and Unified Operations (UO)
- 9.
- 10.
- 11. History: Microsoft DynamicsStack • Dynamics CRM is the CRM solution from Microsoft. • Dynamics ERP comprises following ERP applications: Microsoft Dynamics AX (formerly Axapta) Microsoft Dynamics GP (formerly Great Plains Software) - Microsoft Dynamics NAV (formerly Navision) - Microsoft Dynamics SL (formerly Solomon IV) - management software Microsoft Dynamics C5 (formerly Concorde C5)
- 12. History Of Dynamics365 CRM • iCommunicate.NET was the Predecessor of Dynamics CRM Microsoft CRM 1.0 - January 2003. Microsoft CRM 1.2 - December 8, 2003 Microsoft Dynamics CRM 3.0 - December 5, 2005. Microsoft Dynamics CRM 4.0 - December 2007. Microsoft Dynamics CRM 2011( 5.0) - February 2011 Microsoft Dynamics CRM 2013 (6.0) - November 2013. Microsoft Dynamics CRM 2015 (7.0) - September 2014. Microsoft Dynamics CRM 2016 (8.0) - December 2015. Dynamics 365 ( 8.2) – November 2016 Dynamics 365 (9.0) – July 2017 Dynamics 365 (9.1) – October 2018
- 13.
- 14.
- 15.
- 16. Applications in Dynamics365 *Brought to you by Adobe Marketing Cloud
- 17.
- 18. Dynamics 365 isbecoming huge!!
- 19.
- 20.
Editor's Notes
- #4 We are in the midst of a rapid era of digital transformation. At the heart of digital transformation is the objective to deliver better customer outcomes—more efficiently and more cost-effectively. Cloud and IoT technology have changed everything. New ways of doing business are rapidly emerging and dynamically changing customer expectations. Empowered customers are driving companies to develop a new level of “customer-obsession” with seamless ways to conduct business. Organizations across every industry are being challenged to think differently. And companies that are not structured appropriately to meet this new reality are struggling to adapt. Businesses that embark on the journey to digitally transform and improve agility need to consider how each aspect of the organization can be optimized to fulfil new growth potential. But it all starts with the age old question: What comes first? Many companies are investing heavily in reimagining the customer experience. Gartner predicted that by 2017, 50% of al product investment projects will be redirected to customer experience innovations. Which makes sense, as Temkin group reports that customers are 5.2x more likely to purchase from companies with a great customer experience. However, how can you deliver an exceptional customer experience if your employees are not empowered to do so? The solution is creating a digital workplace, which is defined by Gartner as a business strategy that promotes a more consumerized work environment. An environment that promotes employee empowerment and agility to better deliver outcomes to your customers. To work, this business strategy requires that organizations reimagine HR strategy. The right HR strategy will make you more agile, and with agility comes the ability to embrace experimentation, new business models and growth. Additional Notes: While many trends are impacting the workplace, the four highlighted here are themes which pop up again and again as shaping the future of HR. The changing dynamics of the workforce such as the movement from functional, hierarchical org models to more team-centric models, the predominance of millennials in the workforce as well as the growing representation of freelancers and contingent workers are all dynamics which are forcing HR to rethink organizational design. Uber is a good example of many of these trends. Its operations are set up local team level, with city managers running operations autonomously with local marketing, government relations, staffing and operations. Its workforce are all freelance and can choose their own hours, although employees are making traction in gaining the security and benefits of full time workers, and performance is assessed based on customer driven metrics. Everything from how they hire, how they measure productivity and how they engage the new mix of workers looks quite different from past models. As the labor market continues to heat up, Recruiters are using techniques such as passive recruiting, analytics and video recruitment to help them identify and attract high caliber candidates. Goldman Sachs was in the news recently as it has replaced campus interviews with video interviews in order to move away from just recruiting juniors with an economics and business background to recruiting from a wider range of backgrounds and disciplines. With so much competition for talent in highly skilled job sectors, organizations are also becoming laser-focused on their external employment brand and leveraging concepts from product sales and marketing like pipeline management and customer touchpoint management to win over the best candidates. We’re seeing plenty of innovation on the other end of the market too, where traditionally underserved blue collar works now have a wide range of options to help them find a job within 24 hours by filling in a short profile and using messaging based mobile apps to connect with prospective employers. Culture and engagement have been recurring themes for years now, but no one feels that current processes or the solutions enabling those processes have cracked the nut on how to quickly cultivate a shared culture & maximize employee engagement. The big players in the market are all approaching this challenge in different ways: Oracle is focused on what its calling work/life investments which include competitions and employee wellness, Ultimate has focused on leaders and providing them with coaching to drive employee engagement, SAP is bringing in continuous process solutions and Workday will soon release an employee engagement framework focusing initially on pulse surveys. These are all piecemeal activities, which need to be combined along with other initiatives such as learning & development to make significant impact on engagement. And as we see across all other areas of the business, analytics and intelligence are major themes. Predictive analytics has been a major investment area the last few years with some concrete use cases around flight risk and succession gaining market adoption. Now we’re seeing a growing influence in apps anticipating what a users next step will be and automating the process, along with bot-based solutions, many of which are on the Slack platform automating processes such as interviewing, onboarding and feedback gathering.
- #8 These applications work seamlessly together to manage specific business processes across, Sales, Customer Service, Field Service, Operations, Project Service Automation and Marketing. Specifically on the marketing front, we want to note Microsoft’s recent announcement with Adobe, the two are partnering to make Adobe Marketing Cloud the preferred marketing service for Dynamics 365 for the Enterprise Edition. This is exciting as we help businesses deliver compelling and personalized experiences through every phase of their customer relationships. Now what makes Dynamics 365 unique is that it harnesses the power of One Microsoft. Data has become the new currency, and organizations create and have access to more of it, and faster than ever before. The challenge is how to transform it into intelligence that generates action and drive outcomes. Dynamics 365 will allow organizations to adopt individual business apps such as Marketing, Sales, Service and Operations, but as organizations adopt more of the apps, synergies will be unleashed in the form ‘Intelligent Business Processes’. This will help proactively guide employees & customers to generate optimal outcomes. Take Project Service Automation as an example. Project teams can use it as standalone app in close alignment with Office 365, but when combined with Operations, the time and expense reports that project members submit, will automatically go to account, HR and Payroll systems, and Project Accounts will be automatically updated for Finance in the Operations App. It sounds basic… but the fact is that the classic delineation between CRM and ERP has created a separation in data and processes. Dynamics 365 breaks down this separation, and our business platform strategy together with CIT and IOT is centered on enabling this to new levels.
- #17 Digital transformation is not simply about technology—it requires business leaders to re-envision existing business models and embrace a different way of bringing together people, data, and processes to create value for their customers and capture new opportunities for their organizations through systems of intelligence. The challenges facing businesses today are familiar: engaging customers, empowering employees, optimizing operations, and reinventing the value they offer their customers. Businesses need to change and evolve to meet customer expectations and market demands to be successful —to develop new capabilities by transforming themselves into digital companies with systems of intelligence that leverage every system, device, process and asset across the organization. These systems of intelligence represent the ability to turn data and insight into intelligent action making every human interaction impactful and driving optimal business outcomes. Now what makes Dynamics 365 unique is that it harnesses the power of One Microsoft. Data has become the new currency, and organizations create and have access to more of it, and faster than ever before. The challenge is how to transform it into intelligence that generates action and drive outcomes.
- #20 Digital transformation is not simply about technology—it requires business leaders to re-envision existing business models and embrace a different way of bringing together people, data, and processes to create value for their customers and capture new opportunities for their organizations through systems of intelligence. The challenges facing businesses today are familiar: engaging customers, empowering employees, optimizing operations, and reinventing the value they offer their customers. Businesses need to change and evolve to meet customer expectations and market demands to be successful —to develop new capabilities by transforming themselves into digital companies with systems of intelligence that leverage every system, device, process and asset across the organization. These systems of intelligence represent the ability to turn data and insight into intelligent action making every human interaction impactful and driving optimal business outcomes. Now what makes Dynamics 365 unique is that it harnesses the power of One Microsoft. Data has become the new currency, and organizations create and have access to more of it, and faster than ever before. The challenge is how to transform it into intelligence that generates action and drive outcomes.