MSDW Podcast: Chuck Ingram on the quest for great CRM outcomes

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Why do some CRM-focused projects, probably too many, end with a less-than-satisfying outcome? As our guest, Chuck Ingram, explains, dissatisfaction with enterprise technology is a strange thing. Even when a consulting team leaves a project with all metrics “green”, things might not say that way after some time has passed.

Chuck last joined the podcast about 3 years ago. He updates us on his professional path since then, including his new firm CongruentX. As he explains, his new team will take a different approach to CRM projects, with a somewhat different engagement model and different measures of success. We talk about the impact of products like Power Apps and D365 Customer Insights, CRM ownership, and life in the partner channel these days.

Show Notes:

  • 1:25 – Chuck’s professional background and journey over the last few years.
  • 11:00 – Big picture perspective on approaching CRM projects differently to meet buyer needs.
  • 15:20 – Why CRM efforts don’t always have to be big projects.
  • 18:25 – How CRM ownership and services change with Microsoft’s semi-annual release waves.
  • 21:30 – The case for building on top of legacy systems vs upgrade or migration.
  • 24:45 – Why customer experience is about more than CRM.
  • 27:30 – How and why centers of excellence benefit organizations of different sizes.
  • 33:20 – Chuck’s perspective on Microsoft’s engagement with partners
  • 38:20 – Why D365 Customer Insights, Microsoft’s Customer Data Platform offering, is exciting
  • 39:45 – Looking ahead to 365 Power Up Tampa on Feb 22