Microsoft Dynamics 365 for Customer Engagement: A historical perspective on a strategic platform

Historically, Microsoft Dynamics CRM was known as a system of records, but things have changed significantly in recent years. I used to hear people dismiss it as a glorified Excel spreadsheet, "Access on steroids," or, more recently, as Lotus Notes in the cloud (with the introduction of CDS, Flow, and PowerApps). For a very long time, such descriptions were more or less fair as the platform was presented as a system for creating and updating data, with an emphasis on customer relationship management (CRM).

Over the years, Dynamics CRM, now Dynamics 365 for Customer Engagement, has matured into...

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