Create a Change Management Team: Change management best practices for your Dynamics 365 CE project

August 30 2019

To help your organization embrace the change that comes along with a Microsoft Dynamics 365 Customer Experience project or enhancement, make sure that you have established an internal change management team. This team should be comprised of champions, experts in the organization's end user and management culture, and anyone who handles corporate communications.

This is the second article in a series on change management in Dynamics 365 projects and enhancements. First, we talked about understanding change as a process, specifically looking at how a simple CRM project lifecycle may look when overlaid on a standard Change Curve.

Let’s look at a few areas to consider when you begin to think about creating a change management team at your organization.

What does the change management team do for a Dynamics 365 project?

This team is tasked with:

  • understanding the corporate culture and user groups
  • collecting end user feedback
  • designing the change management plan and strategy
  • designing a communication plan and execute the plans and related activities

How does this relate to the standard Dynamics 365 project team?

Your change management team should be involved in any regular project meetings and have an agenda item. A representative of the change management team should report on the action items: end user feedback (survey results), development of the change management plan and updates on the communication plan.

What roles should be represented on my change management team?

About Heidi Neuhauser

Heidi Neuhauser is Director of CRM Projects at Reenhanced, a software company specializing in rescue projects. With more than ten years of experience in Microsoft CRM, she has a wide variety of industry and product knowledge working with organizations of all sizes (from small non-profit organizations to Fortune 100 companies) to implement CRM and train end users.

Heidi has a notable passion for Microsoft Dynamics and it shows in every project she works on. She volunteers regularly in the CRMUG community. She serves as Chair for the CRMUG Philadelphia Chapter, speaks at CRM industry events about best practices and provides webinar trainings for others in the CRM community.

Heidi has experience with CRM across multiple industries, including education, oil and gas, distribution, manufacturing, travel, insurance, construction, not-for-profit, software, manufacturing, government and transportation. Some of the integrations Heidi has managed and trained end users around include ClickDimensions, ActOn, Hubspot, Exact Target, call center integrations and a number of ERP integrations. Additionally, she has assisted multiple organizations to roll out Sales, Marketing and Service for the first time, helping them to leverage technology to gain user adoption of the system.

More about Heidi Neuhauser