Bridging the Sales Team-Delivery Team Gap in Dynamics 365 Development with Agile and DevOps Methodology

Bridging the Sales Team-Delivery Team Gap in Dynamics 365 CRM Development with Agile and DevOps Methodology.  In the dynamic world of Dynamics 365 development, one persistent challenge IT consulting firms face is the Sales-Delivery gap. This disconnect between what Sales Teams (Sales) promise and what Professional Services Teams (Delivery) execute can derail projects and strain client relationships.

However, applying Agile and DevOps methodologies can help bridge this gap, fostering collaboration and efficiency. Here’s how.

Understanding the Sales Team-Delivery Team Gap

When Sales and Delivery teams are not aligned, finger-pointing ensues:
– Sales team says: “Delivery is not managing the project properly.”
– Delivery team counters: “Sales doesn’t even know what they sold”.

How did this happen? Causes of the Sales-Delivery Gap

1. Communication Divide

Sales Teams may not effectively communicate what was promised versus what wasn’t. This creates confusion during project execution. The lack of a proper handover is a common culprit.
Solution:
Our CRM team introduces a formal Sales-to-Delivery handover sprint where the backlog, scope, and assumptions are clearly documented and prioritized. Use collaborative tools like Azure DevOps to ensure continuous feedback loops between both teams.

2. Clashing Incentives

Sales Teams often aim to win deals by minimizing project estimates, while Delivery needs realistic timelines and resources to execute.
Solution:
We adopt a shared success model where incentives are tied to project outcomes rather than just deal closures. This ensures both teams are aligned toward delivering value, not just securing contracts.

3. Revenue Recognition Policies

Sales Teams might be compensated before the project is completed, leaving Delivery to deal with unprofitable engagements. Conversely, overruns by Delivery can reduce Sales commissions.
Approach:
Our AGILE approach to implementing incremental revenue recognition is tied to milestones or sprint deliveries. This ensures payments are aligned with progress, balancing risks between Sales and Delivery.

4. Imperfect Future View

Sales Teams may lack deep insights into the project’s complexities, given limited engagement time. Meanwhile, Delivery dives deep into business processes throughout the project.
Agile/DevOps Integration:
We foster a cross-functional team culture where Sales, Delivery, and even clients participate in early backlog refinement sessions. Use DevOps pipelines to automate deployment and testing, providing real-time insights into project feasibility.

The Solution: Closing the Gap with Agile and DevOps

The key to closing the gap lies in alignment and communication. Here’s a roadmap:

• Work to the Sold Scope: Delivery should stick to what was sold, without adding personal interpretations.
• Immediate Escalation: If discrepancies arise, Developers, QAs, and Business Analysts should escalate issues to Project Managers, who can then involve Sales in client discussions.
• Stop Work When Necessary: If critical assumptions or gaps surface, pause the project until the scope is clarified. This prevents scope creep and ensures accountability.
• Continuous Feedback: Agile’s iterative nature ensures constant feedback, while DevOps tools automate progress tracking and reporting.

Sample Scenario

Here’s an analogy using your local car mechanic.  The front desk “Sales” promises an oil change, but the mechanic “Delivery” discovers the car needs a full engine overhaul. Rather than proceeding with extra work, the Delivery team escalates the issue, ensuring Sales communicates the new requirements to the client. This agile escalation prevents misunderstandings and keeps the project on track.

Embracing a Collaborative Culture

Ultimately, bridging the Sales-Delivery gap requires a cultural shift. By embracing Agile and DevOps principles, teams can:

• Enhance communication
• Foster collaboration
• Align incentives
• Deliver projects efficiently

So, the next time your Dynamics 365 project faces a Sales-Delivery challenge, remember: Stick to the plan, escalate when needed, and leverage the power of Agile and DevOps to keep things simple and effective.

Why Work with Purely CRM?

For close to a decade our Purely CRM team has been laser-like focused on delivering CRM solutions built solely on Microsoft Dynamics 365 CRM, combined with Power Apps and the Microsoft Power Platform. We’ve expanded our team immensely in the past years to help better serve our clients and partners. As an integral part of Endeavour Solutions Inc., a top Microsoft ERP, CRM, and Cloud consulting, our CRM Advisory, Design, and Development teams work with clients across Canada and the United States.

Reach out to explore our track record, rates, skills, and approach to discover how we can collaborate and drive YOUR SUCCESS. Ready to embark on a CRM journey with us? Contact Purely CRM at purelycrm.com to discover how our AGILE approach can support your organization’s growth and success.   www.purelycrm.com 

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