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MSDW Podcast: Measuring the performance of Dynamics 365 service providers with Abhishek Mundra of Everest Group

by Jason Gumpert

Everest Group recently published its new assessment of Microsoft Dynamics 365 service providers, and lead author and practice director Abhishek Mundra joins us to discuss the findings. The report evaluates factors across some of the most recognizable names in the Microsoft channel as well as a few we rarely hear about in the context of Dynamics 365.

We do not get into details on specific firms, but we discuss topics raised in the report like adoption trends, industry specialization, measuring Dynamics 365 customer satisfaction, and the needs of various types of customers from the SMB sector up through large enterprises. Abhishek also offers some perspective on how his team's findings on Dynamics 365 services compare with competitors in the enterprise ERP and CRM space like Oracle, SAP, Salesforce, and more

Show Notes:

  • 1:30 - About Abhishek, his work, and Everest Group's latest Dynamics 365 Services Assessment
  • 4:15 - Who uses a services assessment and how it is developed
  • 6:30 - Headline findings about D365 services
  • 11:30 - Why Microsoft continues to fight against Oracle & SAP for large enterprise ERP & CRM wins
  • 15:30 - Trends in services industry specialization
  • 23:00 - Why are some of the partners Everest Group evaluated so low profile in the Dynamics market?
  • 25:00 - Evaluating talent across service providers
  • 27:30 - How satisfied are D365 customers?
  • 29:30 - Why organizational change management seems to be gaining traction in the Dynamics 365 channel
  • 31:30 - Recommendations for strategic planning and vendor selection
  • 36:00 - How SIs are building and executing on their industry strategies
  • 38:30 - Observations on strategic discipline and bets for the future among executives at service firms
  • 41:30 - How to parse consultant-speak when researching this space

Read the podcast transcript here.


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About Jason Gumpert

As the editor of, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at

Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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