Category: Microsoft Dynamics CRM

Choosing new finance and accounting software is hard to do alone. Most teams juggle vendor demos, conflicting priorities, and limited time to compare options side by side. The Finance & Accounting Technology Expo puts the market in one room, and Logan Consulting will be there to help you make sense of it.  Visit our team at Booth 1232 to talk through your ERP and CRM questions with consultants who implement...

In Episode 9 of our Customer Engagement Reimagined: Practical Innovation for the Modern CRM series, we discussed Turning Usage Data Into Engagement. This month, we turn to a question that sits underneath every automated email, routed case, and AI-drafted reply: how do organizations keep engagement feeling human as more of it becomes digital?    From Efficiency to Empathy For years, digital engagement was measured mostly by speed and volume. How...

Microsoft currently offers three purpose-built Dynamics 365 Sales agents with generally available capabilities: Sales Qualification Agent, Sales Opportunity Agent, and Sales Research Agent. The Sales Agent in Microsoft 365 Copilot, which provides conversational access to sales and Microsoft 365 data, also reached general availability in July 2026, though a few of its embedded experiences remain in preview.  The near-term roadmap expands these agents and transitions autonomous outbound engagement from the...

In Episode 8 of our Customer Engagement Reimagined: Practical Innovation for the Modern CRM series, we explored Journey Orchestration That Actually Works, and how organizations are designing customer journeys that adapt to behavior instead of running on fixed schedules. This month, we turn that same lens inward, toward the richest and most honest source of customer signal most organizations already own: the product itself.    Your Product Is Your Most...

Many midmarket organizations run Microsoft Dynamics 365 Sales to manage their pipeline and Microsoft Dynamics 365 Business Central to manage financials, inventory, and order fulfillment. On their own, both platforms work well. The challenge is that they don't share data automatically, so sales and finance teams often end up working from two different pictures of the same customer.  That gap shows up in small but costly ways: a rep who...

In Episode 7 of our Customer Engagement Reimagined: Practical Innovation for the Modern CRM series, we explored how organizations are transforming customer service from reactive support to proactive engagement. This month, we shift our focus to marketing and customer engagement, examining how organizations are moving beyond disconnected campaigns and toward orchestrated customer journeys that adapt in real time to customer behavior.    From Campaigns to Connected Experiences For years, marketing...

Practical Innovation for the Modern CRM In episode 6 of our Customer Engagement Reimagined: Practical Innovation for the Modern CRM, we explored Practical Innovation for the Modern CRM. This month, we turn to the service side of that relationship: what it takes to catch problems before they become complaints, and to make support feel effortless rather than reactive. From Reactive to Proactive Traditional service models are built around a simple,...

In Episode 5 of our Customer Engagement Reimagined: Practical Innovation for the Modern CRM series, we explored Omnichannel 2.0: Designing Seamless, Connected Experiences. This month, we turn to a challenge that sits at the heart of every revenue organization: how to make your CRM work for your sellers, rather than the other way around. The CRM Paradox: Powerful Tool, Reluctant Users Most revenue teams already know what a well-configured CRM...

Customer Engagement Reimagined: A Series  Practical Innovation for the Modern CRM   Episode 5: Omnichannel 2.0: Designing Seamless, Connected Experiences  In Episode 4 of our Customer Engagement Reimagined: Practical Innovation for the Modern CRM series, we explored Personalization That Feels Human, Not Algorithmic. This month, we turn to a challenge every organization is navigating: how to deliver consistent, connected experiences across an ever-expanding set of channels without making customers feel like...

In Episode 3 of our Customer Engagement Reimagined: Practical Innovation for the Modern CRM series, we discussed Data Foundations: Cleaning, Connecting, and Activating Customer Data. This month, we turn to one of the most nuanced challenges in modern CRM: personalization that genuinely resonates, without feeling invasive or manufactured. From Segmentation to Context Traditional personalization in CRM often relied on broad segmentation: industry, company size, or purchase history. While useful, those...