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 communications.

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 Change Curve.

Let’s look at a few areas to consider when you begin to think about creating a change management team at your organization.

What does the change management team do for a Dynamics 365 project?

This team is tasked with:

  • understanding the corporate culture and user groups
  • collecting end user feedback
  • designing the change management plan and strategy
  • designing a communication plan and execute the plans and related activities

How does this relate to the standard Dynamics 365 project team?

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.

What roles should be represented on my change management team?

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