Users' Questions on the Future of Microsoft Dynamics CRM Highlight Shifting Needs of Existing, New CRM Customers

In addition to presenting users with some of the latest details on the future of Microsoft Dynamics CRM, including the Flow user experience  and a Windows 8 application, Microsoft representatives made time for some important questions from the CRMUG Summit audience last week in Seattle on issues ranging from release schedules to customizing Flow to the mobility roadmap to Yammer and more.  With so many important changes, existing users were looking for insight from Microsoft on not only how they plan to innovate to become more successful in the marketplace, but how existing customers will be brought along on the journey into the latest technology, trends, and user experience.

On premise Dynamics CRM 2011 users will get cross browser and Office 2013 compatibility by the end of 2012, but Flow will have to wait. Given the anticipation of cross browser capabilities across the CRM 2011 install base, waiting six months beyond its delivery in CRM Online in the Orion time frame would have made for some unhappy customers.  So Microsoft will be including both cross browser and Office 2013 compatibility in a new update rollup before the end of 2012.  But for other Polaris features like Flow, on premise customers will have to wait until Orion.

Can Flow be customized?  The short answer is yes.  According to product manager Craig Dewar there are two main components of the Flow interface that can be modified - the stages across the top and the steps in the lower part of the layout.  Stages and steps can both be edited, though they will become more customizable over time.

Dewar also clarified that Flow will be opt-in.  Legacy users can ...