Editor's Note: MSDW is a media sponsor of the Summit North America 2019 event.

 Attendees at the October Summit North America eventwill be able to explore how to get the most out of Microsoft Dynamics 365 Customer Engagement adoption. One of the experts presenting a session in this track is Heidi Neuhauser, director of CRM projects at Reenhanced. Neuhauser spoke with MSDW about her involvement in the event and the subject of the sessions she'll be presenting.

Putting together the event

Neuhauser has had a lot of experience working with Dynamics CRM and Customer Engagement (D365CE). She began using version 4.0 of the application in 2010 and every version since, all the way up to D365CE online today. She was on the customer side for about seven years, working at AmeriGas Propane and Surgent Professional Education and on the partner side for the last three.

On the customer side, I was the CRM system administrator at AmeriGas Propane. I was in charge of managing our CRM system, training our salespeople, just making sure that everything was up and running and then making all the enhancements.  Now, I help other companies develop all of their project needs.

As a member of the programming committee, Neuhauser helped choose sessions for the event:

We had a series of phones calls with everybody who was on that committee and we went through all the session proposals that had been entered by users of CRM and vendors and partners. Then we walked through what everybody was interested in presenting and determined what we thought would be most valuable to the attendees.

Best practices for user adoption

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