DynamicsMinds 2025

26/05/2025, Grand Hotel Bernardin
Portorož, Slovenia

Casting CRM Spells: Turning Technology into Business Impact

Companies often struggle to drive value from technology in a world with over 1,700 CRM systems and even more MarTech options. In the Microsoft ecosystem, we have all the tools our customers need, but we might need to rethink the idea of a modern CRM platform. This session will explore shifting from an application-centric to a platform-centric approach and from feature-focused to value-driven thinking. While doing that we will see how AI Agents and Agents as a task force can bring new ways to focus on value. This session is for consultants, customers, and business decision-makers who want to find ways to drive value out of technology. Agenda 1. The Platform story – The theory (10mins) Setting the Scene: “Without this, our growth would not have been possible”. Technology is cool, but tangible benefits will blow off the roof! From best-of-breed to seamless platform, we do not need to find the best tool for each purpose; we need to find pieces of the puzzle that fit to create a beautiful IT landscape. The right customizations at the right layer (based on the Gartner Layered Application strategy). Evergreen ERP with flexibility in the CRM layer might be a winning approach. 2. From Sales Management to Driving the Revenue (20mins) From Sales pipelines to RevOps thinking - leading the revenue throughout the Customer lifecycle using the Microsoft platform. CRM markets are saturated with the Sales pipeline talk. In reality the “R” stands for Relationship and relationship is way more than sales. In this case, we are visualizing revenue streams and bringing all departments to the same table. How AI Agents and Agents as a task force will change selling and organizing selling. How AI will drive value out of technology. We will demonstrate how AI will move us towards semi-autonomous CRM. 3. What would change if you could hear the customer's voice? (15mins) In what ways do we have to hear what the customer is telling us? How AI will help companies to understand the essential out of tons of Customer Service data. How we can use Voice Channel or Teams meetings to understand the Customer in Customer Service or in Sales? And what we can do with the data coming out of the conversations, like identify Failure demand or find topics, etc.