Skip to main content

Building a Team for a Dynamics 365 (formerly CRM) Implementation



For most organizations, implementing Microsoft Dynamics 365 (formerly Dynamics CRM) is a team effort.  The size and composition of the team will depend on the scope of the implementation, the timetable, and related efforts such as data migration and integrations.

Here are the roles that my company InfoStrat typically sees for a medium-sized implementation project:

  1. Project Manager. The PM and the technical lead are the most critical roles on the project.  A large project may also include a deputy project manager to cover when the PM is not available.  Prior experience with Dynamics 365 is valuable to understand how an off-the-shelf implementation is different from a custom software development project.  Most of our projects follow an Agile development methodology, so this post assumes Agile in describing the roles of the team members.  
  2. Technical Lead.  The tech lead is the senior technical team member and provides technical direction to the team.  Prior Dynamics 365 implementation is mandatory for the tech lead, and business domain knowledge is highly desirable.  Technical leads often have titles such as "software architect."
  3. Business Analyst. The BA interviews users, analyzes requirements and creates user stories which describe how business scenarios are automated. Prior experience with the Dynamics 365 version used in the project is valuable and business domain knowledge is critical. 
  4. Developers.  You may need developers for several aspects of the implementation, such as the portal, integrations, and data transformation or migration.   These developers should be proficient with the tools needed for their aspects of the project.
  5. Testers.  Experienced testers will contribute to the quality of the solution.  They should be engaged early in the project so that they are already familiar with user stories when testing starts. 
  6. Trainers.  Training is essential to successful adoption of the solution.  In Agile, the training can start early in the process for users who are participating in sprints.  You may want to record videos of training to make them available to users who cannot attend in-person training sessions.
Some roles lend themselves to be combined where team members have the right skills for more than one role.  For instance, some business analysts are also skilled as trainers, and their knowledge of requirements will make them more successful in training than a trainer brought in at the end of a project with too little preparation time.

The developer role tends to scale up more than other roles, because development tasks may be divided and run in parallel.  The technical lead can determine the optimum size for development teams and manage dependencies among modules.

Popular posts from this blog

PowerApps Portal: The Successor to Microsoft Dynamics Portal

In case you have been reviewing Microsoft's new pricing for its Dynamics products which was released this month and have been unable to find Dynamics Portal, it has been rebranded as PowerApps Portal and shifted to the PowerApps side of the Microsoft product family.


Rebranding the portal product underscores the importance of app scenarios involving external users such as customers and suppliers.  It also provides a simpler interface than Dynamics 365 for occasional users.

The new portal pricing is based on the number of unique users who log into the portal each month (for authenticated users) and on the number of page views for anonymous users.  "A login provides an external authenticated user access to a single portal for up to 24 hours. Multiple logins during the 24-hour period count as 1 billable login. Internal users can be licensed either by the PowerApps per app or per users plans, or a qualifying Dynamics 365 subscription."

Pricing starts at $200/mo. for 100 dail…

ScreenMeet Remote Support Tool for Dynamics 365 Customer Service

I met Lou Guercia when he was president and CEO of Scribe Software, the leading CRM integration tool.  Scribe was acquired by TIBCO Software in 2018.  I recently reconnected with Lou and learned about ScreenMeet, the company he joined as chief operating officer.   The following is a description of the product provided by ScreenMeet:

ScreenMeet is a cloud-based remote support tool designed to integrate with Dynamics 365 Customer Service. By enabling customer service and IT support organizations to address critical technical issues directly from their CRM or ticketing platform, it streamlines the process and provides a fully browser-based support experience.

You can also use ScreenMeet with other CRM products or even on its own without a CRM.

Here is a short video demo of ScreenMeet with Dynamics integration:


ScreenMeet - Cloud-based Remote Support Integrated with Dynamics 365 Customer Support Once integrated with a Dynamics 365 CS organization, the ScreenMeet widget appears on Case pa…

The DATA Act Driving Grant Management Automation

The Digital Accountability and Transparency Act enacted in May 2014 calls for making spending data available in open, standardized formats to be published online.  It is a continuation of transparency initiatives and lessons learned with experiences such as grants.gov, the 2009 economic stimulus under the Recovery Act and the spending site USASpending.gov.

Government grantees will have significant new administrative responsibilities.  Many organizations that were tracking grants in spreadsheets or documents will have to adopt more sophisticated automated grant management systems such as Microsoft Grants Manager to keep up with reporting rules.

For profit companies will lose some privacy as a result of this law.  Grant recipients will be required to disclose information including officer salaries.

Continued improvements to publishing grant opportunities such as grants.gov may make it easier to find grants. These reforms together are designed to improve the effectiveness of grant prog…