The Support Network: Managing Your Microsoft Dynamics CRM Solution After Go-Live

I have worked on many Microsoft Dynamics CRM implementations and over time I have served in a versatile set of roles. I have been part of the team responsible for designing, building and testing a CRM application, i.e., the implementing party side. I have reviewed implementations for customers that needed a fresh view on their new CRM application.  I have also been involved in taking the CRM application into support as member of the IT department.

The road to your CRM application's go-live is not always smooth, and all parties involved face different challenges. In my experience there are usually two topics related to support that are easily overlooked or neglected. In my earlier ‘musings' I addressed the first topic - data migration. The second, which I know from my own experience, is preparing for and managing post-go-live support. In most project management methodologies, the phase after go-live is typically planned for a week or, if you are lucky, even two. After this period the project team is dismantled and CRM is officially in support mode.

Who writes it down? Why? And for whom?

The first question that comes to mind when talking about support is the infamous "D" word. I know from my own experience that this is the least favorite task of every consultant, and yes, it is documentation. Of course, we all know that documentation is important to an enterprise software project because it can be used to instruct new colleagues, to guide new development, to give insight into a solution's architecture, testing, and so on.

Most CRM documentation has one thing in common - it is written from inside the project where the authors have ...