How to Avoid the Tyranny of Best Practices in Implementing Microsoft Dynamics CRM

The great selling point of software, and computers in general, is that they allow businesses and individuals to perform everyday tasks more efficiently than ever before. Imagine a world without email and Blackberries where communicating with someone on the other side of the world involves waiting for a window of timezones and then calling them on the phone. If you need to send them a document, you send a fax or post it to them on a storage device.

This was the world a little over 20 years ago.


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About Leon Tribe
Leon Tribe is a Dynamics CRM Consultant based in Sydney, Australia. He's been working with CRM systems for over ten years and with Dynamics CRM since version 1.0 beta. In October 2009 he received the MVP award for CRM from Microsoft.He writes a blog about Dynamics CRM.

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Best Practices slightly misunderstood:

"Therefore, if you have a software package that forces your business to follow its way of doing things (best practices), you will be doing things in exactly the same way as anyone else with that software package and you have removed any competitive advantage from the business process that software controls. "

While I am not arguing with your article, well not completely :), I think you are generalizing a bit on the "best practices" issue. Certainly businesses, to stay competitive, should always be thinking outside of the box and hence "best practices" really is a misleading and kind of useless and tricky issue. "Change" is a continuously driving force for a constantly evolving entity like a business. However one of the major limitations with software is it's inherent complexity. Successful software in my opinion should rely on tried and true methods, including design patterns, designing to interface, and encapsulable modularity. There are some SERIOUS limitations in the xRM design but these are minimized by turning to tried and true methods of proper "best practices" in Software! I am totally with you on the business end, but one thing I constantly fight is junior people working on "brand new shiny" systems trying to reinvent the wheel. Excellent article by the way.