Frieda Maher of SalesPOD joins us to discuss the her work with organizations deploying or improving CRM systems and processes. One of the key challenges to successful CRM, she says, is establishing a strong relationship between end users like sales reps and the largeyl technical teams that roll out a CRM-based solution. We discuss notable projects like Frieda's work at the University of New South Wales (UNSW), innovative use of Microsoft technology like Power Apps and Teams, and how projects apply agile techniques and Scrum, particularly in the context of CRM.

Show Notes:

• 3:00 - Why CRM requires the successful interaction of sales teams and back office systems-focused workers
• 4:30 - How Frieda tends to get involved in projects, including organizations
• 7:00 - Why organizations need a sales ops team to keep CRM-related systems alive and evolving
• 10:30 - The role that agile plays on different types of projects
• 14:30 - Frieda's experience leading product development of UNSW's CRM-based system
• 19:30 - The challenge of replacing legacy systems across the university
• 25:00 - Have CRM projects improved over time in sharing responsibilities between IT and the business?
• 29:00 - The challenge of adopting the ongoing flood of new CRM features from Microsoft and other vendors
• 31:00 - New solution areas that Frieda is watching closely
• 35:30 - Why cloud is so critical to agile development
• 38:00 - How is the Power Platform going to change the way solutions are designed?
• 41:00 - Why the broader user base faces challenges to trying to take ownership of Power Apps
• 43:30 - An example of a user leading the way on innovative use of Microsoft applications
• 45:30 - What Frieda's most excited about for the future of CRM

The MSDW editorial team compares notes once again, and there is nowhere to start but the impact of coronavirus on the Microsoft ecosystem. We reflect on the varied feedback we are hearing from VARs and ISVs of different sizes, independent experts, and customers. And this week is also significant for kicking off 2020 release wave 1 for Dynamics 365 and the Power Platform. We discuss some of the most consequential changes like dual-write for ERP-CRM integration and RPA for Power Automate.

Articles referenced in this episode include:

• Microsoft Dynamics, Power Platform update plans will adapt to pandemic's impact
• Microsoft cancels Inspire 2020 partner event in July
• More Microsoft, channel conferences upended in response to coronavirus
• Transitioning to a Virtual Accounting Department
• Tear up those paper checks! Dynamics 365 Business Central makes ACH easy
• Still writing paper checks but want enhanced fraud protection? Set up Positive Pay in Business Central without the help of a developer!
• Microsoft Power Automate to add UI flows in April with two pricing options
• Microsoft prepares launch of Dynamics 365 dual-write for bi-directional ERP-CRM integration
• Microsoft Dynamics 365 Customer Service boosts efficiency with new bots, with IoT on the way
• Microsoft has finally deprecated the Dynamics 365 for Outlook COM add-in
• Digital transformation: Weighing the impact on profit and people
• Sync Master Data on Microsoft Dynamics NAV / D365 Business Central: Extensions or Power Automate
• The rise of Dynamics 365 in the real estate, property, and housing market
• IT versus the business: Why leadership of your cloud ERP project matters
• Navigating the ERP landscape as a project-based business