CRMUG Webinar - 6 Steps to Successfully Managing Your Microsoft Dynamics Environment
- 1. 6 Steps to Successfully Managing Your Microsoft Dynamics Environment Presented by: Kylie Keyzer, Wells Fargo
- 2. Introduction • Kylie Keyzer • Product manager on Microsoft Dynamics CRM 2013 implementation for Wells Fargo Bank's Treasury Management group • Started on CRM 4.0 implementation in 2010 • Certified on CRM 2011 in 2013 • Wells Fargo snapshot • Helping customers succeed financially for 163 years • 70 million customers, serving one in three households in the US • Treasury Management is part of the Wholesale Banking division
- 3. Questions • Having trouble securing resources for CRM development projects? • Does your CRM environment have control issues? • too many changes breaking processes • pace of change too slow • Is the relationship with your development team strained due to lack of trust? • What if you had techniques to more effectively manage your CRM environment? 3
- 4. Steps to manage your CRM environment 1. Develop a strategic roadmap 2. Plan ahead to balance control and flexibility 3. Create a development backlog 4. Prioritize and groom the backlog 5. Plan a release 6. Communicate changes to users 4
- 5. 1. Develop a strategic roadmap • High level priorities for CRM for next 12-18 months • Sets milestones for the team • Baseline to measure against • Use for resource planning and budgeting • Helps align with integration partners 5 http://femgineer.com/2012/10/3-reasons-you-need-a-product-roadmap/
- 6. 2. Plan ahead to balance control and flexibility • Which changes require a release? • Release = customization publish or backend code change • Manage risks • Impacts downstream partners • Involves integration with other applications 6 System Administrator System Customizer Business Admin/ Super User User
- 7. 2. Plan ahead to balance control and flexibility • Which changes can business admins make on the fly? • Data changes (i.e. lookups) rather than option sets • Configurations entity for variables 7 System Administrator System Customizer Business Admin/ Super User User
- 8. 2. Plan ahead to balance control and flexibility • Examples • Lookups: Campaign types, Goal types, Opportunity lost reasons • Opportunity form rules based on product catalog flags • Employee role mappings based on Job Code to Role mapping entity 8
- 9. Steps to manage your CRM environment 1. Develop a strategic roadmap 2. Plan ahead to balance control and flexibility 3. Create a development backlog 4. Prioritize and groom the backlog 5. Plan a release 6. Communicate changes to users 9 http://www.versionone.com/agile-101/agile-development- methodologies-scrum-kanban-lean-xp/
- 10. 3. Create a development backlog • All changes requiring development • Large roadmap items (needs, vague requirements initially) • Small enhancements (task-y) • Defects • Tools: • Excel/Google Docs • VersionOne • JIRA • Rally Software 10 picklist option System of record integration CRM 2015 Upgrade New account fields Defect fix Defect fix Case rules
- 11. 4. Prioritize and groom the backlog • Highest priority items to the top. • Rocks and sand prioritized together. Releases need a balance of both. 11 3
- 12. 5. Plan a release • Select candidates for the release based on priority • Team reviews all release candidates in detail together (aka Story Jam) 12 System of record interfac e New account fields Defect fix Case rules • Development calculates resource capacity for the release • Development provides estimates for each release candidate • Business “shops” from the list of release candidates, spending the capacity
- 13. 5. Plan a release – Capacity planning • # of developers x days per iteration less PTO 13 • Utilization factor • For shared resources • Production support time • Unknown factor • Assumption that requirements will change as unknowns are realized
- 14. 5. Plan a release – Scope Determination • Estimates by resource type • Items included as capacity permits • Change requests required: • To add items to the iteration after scope locked • Requirement changes which require more dev time than initial estimate • With each iteration, estimates improve. Retrospectives help. 14
- 15. 6. Communicate changes to users • Release email • Briefly describe key changes with small screenshots • Training calls • 1 hour conference calls offered several times over the week • Quick demos for new enhancements • Reference guides and online demos • 1-2 page functional quick reference guides (e.g. Navigation guide, Advanced Find, Managing calls and tasks) • 1 min Captivate online demos 15
- 16. Steps to manage your CRM environment 1. Develop a strategic roadmap 2. Plan ahead to balance control and flexibility 3. Create a development backlog 4. Prioritize and groom the backlog 5. Plan a release 6. Communicate changes to users 16
- 17. Thank You! • For more information on becoming a CRMUG Member visit www.crmug.com. • CRMUG Members benefit from user-led and produced training on Microsoft Dynamics CRM. In addition, Membership includes valuable networking and collaboration opportunities both virtually and in- person. “The CRMUG community is always so helpful and the webinar selection and <educational> content is outstanding. But, the best part of CRMUG is Summit <www.crmugsummit.com>! I walk away with more information, every time, than I can even take in.” Rachel Winfree, CRMUG Member 17
Editor's Notes
- #2: Intro myself