Mastering Microsoft Dynamics 365 Implementations

Eric Newell

• Publisher: Sybex
• Year: 2021
• Print ISBN: 9781119789321
• eBook ISBN: 9781119789338
• Edition: 1
• Topic: Business
• Subtopic: Customer Relations
• Index: Business

Confidently shepherdyour organization's implementation of Microsoft Dynamics 365to a successful conclusion

In Mastering Microsoft Dynamics 365 Implementations, accomplished executive, project manager, and author Eric Newell deliversa holistic, step-by-step reference to implementing Microsoft's cloud-based ERP and CRM business applications.You'llfind the detailed and concrete instructions you need to take your implementation projectall the way to the finish line, on-time, and on-budget.

You'lllearn:

• Theprecisesteps totake, in the correct order, to bring your Dynamics 365 implementation tolife
• What to do before you begin the project, including identifying stakeholders and building your business case
• How to deal with a change management throughout the lifecycle of your project
• How to manage conference room pilots (CRPs) andwhat to expect during the sessions

Perfect for CIOs, technology VPs, CFOs, Operations leaders, application directors, business analysts, ERP/CRM specialists, andproject managers, Mastering Microsoft Dynamics 365Implementations is an indispensable and practicalreference for guiding your real-world Dynamics 365 implementation fromplanningtocompletion.

Chapter 1
Stages of an Implementation Overview

Welcome to the challenging world of implementing business application software. It's not for the faint of heart, and there aren't many guides that show you how to get there. That's the goal of this book—to provide an actionable guide to implement Microsoft's Dynamics systems successfully.

This book is designed for anyone involved in an Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) implementation. The content is focused on Microsoft Dynamics, as that is what I have spent my career working on. This book can and should be read by anyone in an executive-level leadership position—the chief executive officer (CEO), chief information officer (CIO), and chief financial officer (CFO)—if you are considering implementing a new business application. Implementing a new business application is something that you will only do a few times during your working career, and there simply is a lack of reputable guides to support you.

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AFTER YOU COMPLETE THIS CHAPTER, YOU WILL BE ABLE TO DO THE FOLLOWING:

• Define the Client Journey to complete a Microsoft Dynamics implementation
• Differentiate between three common implementation methodologies
• Recognize triple constraints and how they impact an implementation

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What Is Microsoft Dynamics?

Microsoft Dynamics is a set of business application software built by Microsoft and focused on Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM). Microsoft sells Dynamics in several different flavors that are ever-changing. The cloud-based solution is called Microsoft Dynamics 365, and it includes a very broad set of functionalities across Sales, Customer Service, Human Resources, Finance, Supply Chain, Commerce, Project Service, Marketing, and Customer Data Management. You can see additional information about the product on Microsoft's website at dynamics.microsoft.com.

The Client Journey

At Stoneridge Software, we developed what we call the Client Journey, which provides high-level stages to complete the implementation of Microsoft Dynamics. This takes you all the way from initial internal conversations, to meetings with potential vendors, to the enhancements you want to do after you've gone live on the software (see Figure 1.1).

FIGURE 1.1 The Client Journey

We'll break down the Client Journey in the chapters of this book. It all starts with gaining internal alignment and finding alignment with your chosen implementation partner. If you can do that, you're going to be ahead of most companies out there. The Align stage is focused on what you want to accomplish with the project.

Two chapters of the book are focused on the Align stage, starting with what to do before you begin a project and then a session on four keys to consider when buying an ERP or CRM solution. The goal of these two chapters is to get your team internally aligned and then provide you with an idea of what to be looking for in the best product for your company (see Figure 1.2).

FIGURE 1.2 The Align stage in the Client Journey

Once you have alignment internally and know the right type of implementation partner for you, you start on the Define stage. This is when you answer the (literally) million-dollar questions like what software are we going to buy? Who's going to be on the project? What does our budget look like? The Define stage takes you through the sales process and the pre-kickoff process of the implementation (see Figure 1.3).

FIGURE 1.3 The Define stage in the Client Journey

Seven chapters in the book focus on the Define stage, starting with the sales process, where we cover discovery, demos, and contract negotiations; then we move into the steps that you need to start the project out right. From there, we dive into the project preparations starting with how you organize your team, to moving to the cadence with which you run the project, and then to change management. We outline how to break down the work by process area, how to evaluate third-party solutions, and finish up with the kickoff meeting.

The Create stage is where most of the action happens (see Figure 1.4). This begins after the kickoff meeting, and it takes you through the point where code is complete and you're ready to test and get the software out the door.

FIGURE 1.4 The Create stage in the Client Journey

Seven chapters in the book focus on the Create stage. There is a lot to get done during this part of the implementation. I outline how to sort through the processes to generate requirements and how to make those changes to t...

Table of contents

• Cover
• Table of Contents
• Title Page
• Copyright
• Dedication
• Acknowledgments
• About the Author
• About the Technical Editor
• Introduction
• Chapter 1: Stages of an Implementation Overview
• Chapter 2: What to Do Before You Begin a Project
• Chapter 3: Four Keys to Consider When Buying an ERP or CRM Solution
• Chapter 4: How to Evaluate and Buy Business Application Software
• Chapter 5: Organizing Your Team for Success and Project Governance
• Chapter 6: Sprints and Tools Needed to Run Your Project
• Chapter 7: Change Management Throughout Your Project
• Chapter 8: Organizing Your Business by Processes
• Chapter 9: Independent Software Vendors—Filling Gaps and Managing Partnerships
• Chapter 10: Factors for a Successful Project Kickoff
• Chapter 11: Designing the Software Collaboratively
• Chapter 12: Requirements Gathering and Staying “In the Box”
• Chapter 13: Conference Room Pilots
• Chapter 14: Dealing with Challenges Mid‐Project
• Chapter 15: Customizations vs. Configurations and How You Manage Them
• Chapter 16: Data Migration—Early and Often
• Chapter 17: Environment Management and Deployments
• Chapter 18: Testing
• Chapter 19: Training for All
• Chapter 20: Going Live
• Chapter 21: Hypercare
• Chapter 22: Support and Enhance Your Project
• Chapter 23: Bringing It All Together
• Appendix: The Bottom Line
• Glossary
• Index
• End User License Agreement