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D365 CRM Presales Cheat Sheet

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🎯 D365 CRM Presales Cheat Sheet

🕵️‍♂️ Good Cop, Bad Cop

🔹 1. Business Needs & Challenges

🎙️ Good Cop (Empathy)	🔥 Bad Cop (Urgency)
What are your biggest pain points in sales/service right now?	How long can your team continue operating inefficiently before it hits revenue?
What would a successful CRM implementation look like to you?	What’s the cost of inaction in the next 6–12 months?
What’s currently being tracked manually that you wish was automated?	Are you ready to continue with fragmented systems that limit growth?

🔹 2. Current Tools & Technology

🎙️ Good Cop (Discovery)	🔥 Bad Cop (Challenge)
What CRM or tools are you currently using (e.g., Excel, legacy systems)?	How much time is lost reconciling between disconnected tools?
How do your teams access and share customer information today?	Is your current setup future-proof for scale and integration?
Any pain points in your existing tech stack you'd like solved?	What’s the cost of maintaining unsupported or outdated systems?

🔹 3. User Experience & Adoption

🎙️ Good Cop (Supportive)	🔥 Bad Cop (Reality Check)
Would your team benefit from guided help or Copilot-style suggestions?	What happened during past CRM projects that didn’t meet expectations?
Are there team members excited about leading this change?	What’s your plan if user resistance blocks adoption post-rollout?
Do you have a change champion or Power User to drive early buy-in?	Can your business afford poor adoption and return to spreadsheets?

🔹 4. Budget & Timeline

🎙️ Good Cop (Flexible)	🔥 Bad Cop (Firm)
Is there a budget range we should align with for planning purposes?	What are the risks if we delay implementation beyond this quarter?
Would a phased rollout or pilot reduce internal risk?	Are key decision-makers ready to act now, or is this still exploratory?
Are there critical deadlines (audit, go-live, renewals) we should aim for?	Can your team move quickly to secure funding if ROI is proven?

🔹 5. Future Vision & Expansion

🎙️ Good Cop (Visionary)	🔥 Bad Cop (FOMO)
Are you considering AI, self-service portals, or chatbots in the future?	Are you comfortable falling behind competitors who already leverage AI?
Would marketing automation or customer insights be part of future phases?	What’s stopping the business from modernizing customer engagement now?
How important is predictive service, scheduling, or omni-channel support?	Do your current tools even support modern CX or scalability?

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