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The Hidden Cost of Shortcuts: What a 1985 Tragedy Can Teach Us About CRM Design Decisions
On this day in 1985, a tragic fire at Bradford City's Valley Parade stadium claimed 56 lives and injured many more. The stadium, over 80 years old at the time, had not kept pace with changing safety standards. A dropped cigarette and accumulated debris beneath the wooden stands turned a small incident into a catastrophe.
It's a sobering reminder—but also an invitation to reflect on our own work.
In CRM projects - as implementers, architects or business analysts - we often make design decisions that may seem minor in the moment. But do we pause to ask:
🔷 Will this still work for users in two years’ time?
🔷 Is this a shortcut today, but a costlier fix tomorrow?
🔷 Do we fully understand the ripple effects of our decisions—for the business, users, and the support team?
The future impact of our choices isn’t always visible - and more often than we want to admit can lead to expensive technical debt in the future. But thoughtful planning, curiosity, and care can help us build solutions that stand the test of time—safely, sustainably, and successfully.
👉 If you’re planning or reviewing a CRM project, now is a great time to pause and ask the bigger questions. I’m always happy to have a conversation if you'd like a sounding board.
Challenges of Implementing Salesforce as a CRM in a Microsoft-Centric Environment
and Why Microsoft Dynamics 365 Might Be the Smarter - and more Cost Effective - Choice
Choosing a CRM isn’t just about ticking feature boxes. It’s about finding a solution that fits seamlessly within your business ecosystem, enabling your teams to work more efficiently, collaborate effortlessly, and deliver exceptional customer experiences. If your organisation already leans heavily on Microsoft tools like Outlook, SharePoint, Teams, and Power BI, integrating Salesforce might introduce unexpected complexity, higher costs, and operational friction.
Let’s break it down — and see why Dynamics 365 might be the smoother, more cost-effective path.
Read more: Challenges of Implementing Salesforce in a Microsoft-Centric Environment
Why Choose Microsoft Dynamics 365 Over Salesforce? A Comparison
Choosing the right CRM solution is one of the most pivotal decisions your business will make — impacting not only your immediate operations but your long-term growth and success. Two of the biggest names in the CRM space, Microsoft Dynamics 365 and Salesforce, offer robust features, but Dynamics 365 consistently comes out ahead for businesses seeking a cost-effective, flexible, and future-proof solution.
While Salesforce started with a sales-centric approach, Microsoft Dynamics 365 has been built from the ground up to support both sales and customer service — a legacy that began with Microsoft’s internal deployment of Clarify and Siebel. I had the privilege of leading training for these platforms across Europe, and I’ve watched firsthand as Dynamics 365 has evolved over two decades into a comprehensive business platform that grows with your success.
Today, Dynamics 365 is much more than a CRM. It encompasses ERP, project management, field service, and HR solutions — all powered by Microsoft’s secure SQL Server database, enhanced with real-time insights via Power BI, and supercharged with AI through Microsoft Copilot. This end-to-end ecosystem empowers businesses to unify their operations, make smarter decisions, and deliver exceptional customer experiences.
Introduction
For many businesses, both Salesforce and Microsoft Dynamics 365 (and even other platforms) could meet basic technological needs. But asking, “Which CRM is best for my business?” misses the point. The more critical question is: “Which platform aligns best with my existing tech stack, available resources, and long-term strategy?”
A successful implementation involves more than just software — it includes licensing, training, ongoing support, and, most significantly, implementation costs. Understanding the full scope of your project, both for today and the future, is key to accurately estimating these costs and choosing the right partner for delivery. I have previously written about this in many places, including here https://opsis.com.au/resources/blog/calculating-total-project-cost-for-your-software-implementation . My next e-book dives into this in more detail – watch this space for more information about this.
Technology comparison between Microsoft Dynamics 365 and Salesforce
Read more: A Comparison of Microsoft Dynamics 365 and Salesforce?
Senior Executives: Are You Unknowingly Sabotaging Your CRM Success?
You’ve invested in a powerful CRM perhaps Microsoft Dynamics 365, expecting it to magically solve all your problems – and deliver massive returns. But if results are underwhelming, the culprit might not be the technology —it could be people (cue dramatic music 🎶).
💣 Here’s how senior executives unintentionally sabotage CRM success:
Read more: Senior Executives: Are You Unknowingly Sabotaging Your CRM Success
Deleting images in Dynamics 365 should be simple, right?
Well, not it is not always as simple as it should be.
Recently, I had a requirement to allow image deletion in a controlled way—not just a free-for-all delete-fest. Naturally, my first thought was security roles or column security profiles. But no dice.
Our developer, brimming with enthusiasm, was all set to unleash JavaScript. But as anyone who's ever inherited a CRM system knows, JavaScript solutions can age about as well as unrefrigerated seafood. I prefer solutions that are robust and maintainable, even after the original developer has vanished into the ether.
Opsis is an expert Microsoft Dynamics 365, Microsoft Power Platform and CRM strategy consulting company. Our focus is your CRM success, with Microsoft Dynamics 365 / Microsoft Power Platform or any CRM technology - not licence sales or billable hours. As Principal CRM Success Catalyst, Gill oversees all business operations, strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions. We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia. Gill is the creator of SuccessRM - your blueprint for CRM success. We offer:
- Strategy for your successful CRM
- Microsoft Dynamics 365 and Power Platform
- scoping
- implementation
- technical support
- training
- consulting, advice and guidance
- assistance with your centre of excellence
- Mentoring for CIOs and other decision makers tasked with implementing CRM.