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To help your organization embrace
the change that comes along with a Microsoft Dynamics 365 Customer
Experience project or enhancement, make sure that you have
established an internal change management team. This team should be
comprised of champions, experts in the organization's end user and
management culture, and anyone who handles corporate
This is the second article in a series on change management in
Dynamics 365 projects and enhancements. First, we talked about
understanding change as a process, specifically looking at how
a simple CRM project lifecycle may look when overlaid on a standard
Let’s look at a few areas to consider when you begin to think
about creating a change management team at your organization.
This team is tasked with:
Your change management team should be involved in any regular
project meetings and have an agenda item. A representative of the
change management team should report on the action items: end user
feedback (survey results), development of the change management
plan and updates on the communication plan.
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