User Group Summit 2019 Preview: Sharing Dynamics 365 Customer Engagement user adoption best practices

July 19 2019

Editor's Note: MSDW is a media sponsor of the Summit North America 2019 event.

Attendees at the October Summit North America event will be able to explore how to get the most out of Microsoft Dynamics 365 Customer Engagement adoption. One of the experts presenting a session in this track is Heidi Neuhauser, director of CRM projects at Reenhanced. Neuhauser spoke with MSDW about her involvement in the event and the subject of the sessions she'll be presenting.

Putting together the event

Neuhauser has had a lot of experience working with Dynamics CRM and Customer Engagement (D365CE). She began using version 4.0 of the application in 2010 and every version since, all the way up to D365CE online today. She was on the customer side for about seven years, working at AmeriGas Propane and Surgent Professional Education and on the partner side for the last three.

On the customer side, I was the CRM system administrator at AmeriGas Propane. I was in charge of managing our CRM system, training our salespeople, just making sure that everything was up and running and then making all the enhancements.  Now, I help other companies develop all of their project needs.

As a member of the programming committee, Neuhauser helped choose sessions for the event:

We had a series of phones calls with everybody who was on that committee and we went through all the session proposals that had been entered by users of CRM and vendors and partners. Then we walked through what everybody was interested in presenting and determined what we thought would be most valuable to the attendees.

Best practices for user adoption

One of the sessions Neuhauser will be presenting is called "10 User Adoption & Training Best Practices You Can Implement Today." In this session, attendees will learn best practices, tips and real-life examples of how organizations like theirs have overcome the same struggles that they face.

This session is going be about tried-and-true user adoption tips and I'll be talking a little bit of how adults learn and how you can leverage the technology of CRM to enhance user adoption. These best practices and tips come from my experience in all the companies [at which I’ve] helped roll out CRM.

Neuhauser will also be presenting a session called "Building a Model-Driven App in Dynamics 365 Using Out-of-the-Box Functionality."

This is a new feature in the new version of Dynamics 365 and I know all of my customers have a lot of questions about what is and how to do it. It's a little scary – it's like the unknown thing. So this is going to be a workshop where I'm going to talk about how to build one in Dynamics 365. People are invited to bring their laptops with them and I'm hoping they leave that session with their very first model-driven app in hand.

This is the sixth year Neuhauser will be going to Summit and, as in the past, she's looking forward to networking with her peers.

I love meeting new people in the CRM world. I love hearing how they have solved similar problems in their organizations that I or my customer might be facing—as well as just learning new things. I like to go to a session that is out of my comfort zone at least once. So I am more on the administrative and user adoption side. I tend to talk more to the new CRM system administrators so sometimes I like to pop into some of the developer track [sessions], which is not in my wheelhouse, and hear what's happening there. Over the years, the networking has been good and the session content has been really great, too.

About User Group Summit North America

User Group Summit North America delivers the can’t-miss annual conference for users of the Microsoft Business Applications Platform – featuring education on all versions of Dynamics 365, AX, CRM, GP and BC/NAV and the Power Platform (Power BI, PowerApps, Flow). With credible peer-to-peer knowledge exchange at its core, this event provides focused learning and networking as users gain instrumental solutions for their everyday challenges and larger organizational goals. In every industry and across the globe, Summit is well known as a premier user-centric experience. This year, Summit promises to be the biggest and best event ever – with more sessions, deeper insights, additional networking and plenty of unique, new on-site activities.

Join us for User Group Summit , October 15-18, 2019, in Orlando, Florida!

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About Linda Rosencrance

Linda Rosencrance is a freelance writer/editor in the Boston area. Rosencrance has over 25 years experience as an reporter/investigative reporter, writing for many newspapers in the metropolitan Boston area. Rosencrance has been writing about information technology for the past 16 years.

She has covered a variety of IT subjects, including Microsoft Dynamics, mobile security issues such as data loss prevention, network management, secure mobile app development, privacy, cloud computing, BI, big data, analytics, HR, CRM, ERP, and enterprise IT.

Rosencrance is the author of six true crime books for Kensington Publishing Corp.

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