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Sep 9, 2018

I've been thinking about this episode for a while. I wanted to take some time and talk about those confrontational situations that happen once in a while during Dynamics 365 Implementations and what is the best way to manage them or diffuse them.

Years ago when I was a "young Solution Architect" I was lucky enough to be mentored by someone who had been working with Dynamics CRM since its Beta days, and who I consider the best in the world at dealing with confrontation in Dynamics 365 Implementations.

So, when I thought about recording an episode featuring the Top 10 confrontational situations we find on Dynamics 365 Implementations, I knew I had to get him on the show.

His name is Patrick Lewis, and he joined me on this episode to talk about how he deals with these situations:

  1. The project lead on the customer side was not involved in the sales process and now wants something different
  2. The executive sponsor of the project is on the IT side and none of the users care what he/she thinks because they are sales people
  3. You realize that a task that is needed on a project will take twice or three times to accomplish than what was calculated before stating the project
  4. You find out that someone assigned to your project team does not have the necessary skills or experience to perform tasks assigned to her/him
  5. The customer was told something by your sales team before they signed the contract that you know it’s impossible now that the project started, and the contract is signed. Time wise or functionality wise.
  6. Dysfunctional organizations where the business and IT hate each other
  7. The customer is taking forever to get their data
  8. Personality conflicts/people who bring personal issues to work
  9. The awkward situation where Microsoft functionality gets dropped between the sales process and project completion
  10. Working with ISV vendors that are unresponsive or have poor collaboration

Special thanks to Joel Lindstrom for suggesting some of these situations.

You can reach Patrick at:



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