Why Your Dynamics 365 Project Might Struggle Without the Right Team Setup

Let’s Be Honest: It’s Rarely Just About the Software

If you’ve ever been part of a Dynamics 365 project that didn’t go to plan, you’ll know that the underlying issue usually isn’t the platform itself. It’s often the way the project team was structured and how responsibilities were handled.

Too many companies dive headfirst into a CRM implementation, expecting Dynamics 365 to solve all their challenges straight out of the box. But without the right people in clearly defined roles, even the best technology can fall short.

The Common Pitfall: Blurred Roles and Gaps in Accountability

Let us share what we have seen time and again: the Project Manager juggling tasks better suited for a Business Analyst; Developers trying to decode business needs without proper guidance; teams building solutions before fully understanding the business objectives; stakeholders operating outside of their lanes...

The result?

• Projects take longer than planned

• Budgets spiral out of control

• Users lose confidence in the system

• Business value takes a back seat

It’s a pattern that repeats when team roles aren’t clearly defined from the start.

Dynamics 365: More Than a Tool - It’s a Business Strategy

Implementing Dynamics 365 should be seen as a strategic shift, not just an IT initiative. To make that shift successful, projects need the right delivery framework - starting with the right people, in the right seats.

The Core Roles That Make a Difference

Here’s a structure we have found consistently effective in real-world projects:

1. Project Sponsor Your executive champion. Provides strategic direction, secures funding, and removes organizational roadblocks.

2. Product Owner Your vision holder. Owns the product roadmap, prioritizes the backlog, and ensures solutions deliver business value.

3. Solution Architect Think of them as the systems strategist. They ensure the technical architecture supports both current and future needs and aligns with the overall enterprise architecture and data model.

4. Functional Consultant This person understands business processes and aligns them with system capabilities. Their knowledge of out-of-the-box Dynamics 365 Applications enables them to match requirements with features and apply appropriate configurations - which will minimizing costly customisations.

5. Technical Consultant/Developer They bring the more complex solution to life, handling custom code, integrations, and technical configuration.

6. Business Analyst The bridge between the business and the delivery team. They gather requirements, ensure user needs are clearly translated into technical actions and define acceptance criteria to support testing.

7. Project Manager The coordinator and communicator. They manage scope, budget, timelines, risks & issues, and keep all stakeholders informed and in sync - escalating to unblock the delivery team when required.

When these roles are clearly assigned, respected by all stakeholders and the role-holders empowered, delivery becomes smoother, user satisfaction rises, and the business starts seeing value faster.

What You Can Expect When the Team Structure Is Right

Projects with well-defined delivery teams often experience:

• Shorter timelines (sometimes by 30-40%)

• Better user engagement and feedback

• Lower ongoing support and maintenance needs

• A solution that scales with the business

And perhaps most importantly, there’s a noticeable boost in team morale and confidence.

Getting Your Delivery Team Set Up for Success

If you're just starting out or trying to correct the course of a struggling implementation, here are a few practical steps:

1. Review your current team setup: Who’s doing what? Are any critical roles missing or overloaded?

2. Map roles to outcomes: Make sure each role is contributing directly to business goals, not just ticking technical boxes.

3. Bring in help where needed: Don’t hesitate to bring in a specialist on a short-term basis to plug gaps or mentor the team.

Final Thought

A successful CRM implementation isn’t about doing more. It’s about doing the right things, with the right people, at the right time. Setting up your delivery team thoughtfully can make all the difference.

If you're working through a team structure challenge or planning your next phase, feel free to reach out. We are always happy to share what’s worked well (and what hasn’t) from the projects we have supported.