Successful CRM implementations of Dynamics 365 through Effective Organisational Change Management

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Successful CRM implementations of Dynamics 365 through Effective Organisational Change Management

The success of CRM Implementations using Dynamics 365 is grounded in both the technology implemented and the efforts to increase user adoption through change management strategies. Successful Change Management techniques discussed within this article focus on methods to increase user adoption. These simple strategies support the communication of organisational change based on technological improvements to existing and new business processes.

The process of implementing a new system can be extremely challenging for both the organisation and its employees. After all, the successful CRM deployment will introduce efficiency and productivity changes which ultimately improve and change existing business processes. Humans are creatures of comfort and so to help achieve buy-in from the end users and generate willingness, organisations must expend time, energy and resource to plan and execute strategies to facilitate the change.

Successful change management efforts are unique to the organisation and typically begin before the project commences and continues after the project.

At eBECS, we understand the importance of change management. Here are a few of our tips for managing change:


Clear communication of anticipated business change is critical in transformation endeavours. At eBECS we recommend that this dialogue begins before the project kick-off and continues through to after Go Live.

Delivering clear and concise communication is imperative to change management. Project communication can occur in various forms. Successful methods include the use of show and tell sessions, drop-in clinics or lunch and learn sessions; these are valuable methods for introducing bite-sized information on standard and custom CRM functionality. In addition, regular communication prepares users for changes to new or existing business processes. It also allows two-way communication of the change, including a chance for feedback from users on their concerns, expectations, and interest in the future changes. It is fundamental that employees are provided a platform to be heard and feel valued throughout the project journey.

Change Champions

The utilisation of employees who possess the ability to see the bigger picture, can be a point of contact for the end users who may want to be able to seek advice on the changes to their job roles. Utilise the change champions, to facilitate regular show and tell sessions, drop-in clinics or lunch and learn sessions. Sessions could be designed for particular job functions based on standard or custom CRM functionality.

Readiness Assessments

Through implementing quantitative surveys, end users are provided a platform to give both positive and negative feedback that can help the project team identify additional training needs and areas for improvement, or strengths that can be further enhanced. Change Champions could be made available at periodic times to run drop-in sessions to help collect qualitative feedback on communication methods, functionality, and training.


Undertaking a training needs assessment is vital in ensuring users of the system are correctly equipped ahead of the go-live. Quality training results in happier, more productive users and reduces the support burden on the project team. It also provides a clear understanding of what follow-up sessions are needed as well as feedback on how training generally can be improved.

I hope this blog post gives you a starting point on some useful methods. Change management activities are by no means a standardised set of actions which fit all projects, so tailoring the toolset to the project is strongly advised.

Our consultants can help you create a strong communication management plan, so contact us if you’d like to find out more.


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