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Overview of PL 200

PL - 200 - Microsoft's Power Platform Functional Consultant exam is the platform on which many of the other Dynamics 365 CE functional Consultant exams are built on. What does PL-200 cover, and should you think about working towards it and passing the exam? In this overview video, Gill Walker introduces the high level topics of PL-200 and demonstrates how to succeed in some sample exam questions.

This video covers:

Seven Critical Questions to Save your CRM Project

Seven critical questions cr 700x690 min

  1. What goals do we need CRM to achieve for us – in the next month or so and in the longer term?
  2. What challenges in the business will be solved by the CRM project?
  3. Where, within the overall scope of the project, are the ‘quick wins’ or the ‘low hanging fruit’?
  4. What skills do we require to get from where we are to where want to be - that we do not have? Unexpectedly missing skills can be caused either by significant scope changes or team members leaving the project.
  5. From where will be get the skills that we are lacking – from additional external people, or by upskilling internal people?
  6. How will we handle upcoming updates to our software?
  7. What are the risks to the project and how will we overcome them?


This accident in the Tour de France has important lessons for people planning or implementing a CRM project.

Last Saturday, during the first stage of the 2021 Tour de France, an apparently simple mistake caused one of the biggest accidents in the history of the Tour.  A spectator caused the entire peloton to crash, and to tumble over each other.

What can an accident in the Tour de France teach us as owners, planners, or implementers of CRM solutions? Let me tell you.

How to conduct a successful CRM project?

Too many people and organisations embark on a CRM implementation project with little or no understanding about how to conduct a successful CRM project. This approach is not unlike driving a car with little (or no) visibility - like the car here.

Would you drive a car like this?

no visibility1 cr

Is this how you drive your CRM implementation projects?

I have seen a car similar to the one illustrated above, being driven onto the freeway!! - when I worked in the United States in 1991.  However, I have seen many CRM projects, in countries all round the world, being conducted with a lack of visibility, similar to, or worse than, this.

In this article I cover three points:

CRM partner

Seven questions to help you select the ideal CRM implementation partner

Getting a CRM partner on board is as crucial as (if not more than) choosing your CRM solution. The impact of failed implementations manifests in your business processes, people, and data. When CRM projects fail, it has less to do with the CRM solution itself. The fault usually lies somewhere in the implementation.

Choosing a CRM partner is not as simple as settling with the lowest bidder, pointing them to their desk, and hoping for the best. When purchasing something of value, it is always best practice for you to exercise due diligence and find the best deal for your budget.

There are plenty of CRM consultants and freelance resources, all promising to bring value to your business. Come prepared with these seven guide questions to help you narrow down the field and choose the best CRM partner for your organisation. 

failure zone

Why CRM projects fail and how you can make your CRM project successful

In 2017, CIO magazine reported that around one-third of all CRM (customer relationship management) projects fail.

That report was not original research, but an average of a dozen analyst reports. The numbers in those reports ranged from failure rates between 18% and 69%.

However, when I talk with my clients, I get a very different story. Many of my clients come to me because they are less than happy with their implementation.  When I talk to these clients to find out more about their dissatisfaction, the reasons given vary. The commonest reason that I hear from users is that their job is more complex than it was previously. Another common reason is that they cannot trust the data – and this is often blamed on other users.