Microsoft Dynamics customers all over the world will tell you the same: the strongest characteristic of their solutions is flexibility - no doubts about that! But they will also explain what the weakest characteristic is ... it’s flexibility!In my observation, the perception of the impact that customizations have on customer organizations is changing.
In the past year I’ve been invited by a growing number of Microsoft Dynamics end-customers who needed help in their organizational change processes. The main goal of these projects often is to minimize the customizations in their solutions. Why, you ask? Well, these customizations create IT legacy and are increasingly blocking organizational and technological innovation.
So yes – these customers are willing to throw away all their expensive investments in customizations. And they also say goodbye to all the time, energy and effort they once invested in defining, testing and implementing those customizations. And yes – these are the same customizations that they believed some 5 or 10 years ago would absolutely strengthen their competitive position.
What's your opinion about these customers and their behavior?
I want my money back!Sometimes it gets worse! A Dynamics 365 partner recently told me about a loyal long year Dynamics NAV customer working on an older version with quite a lot of customizations. One day they got a radical change in their management team. The new management couldn’t understand why the partner allowed this customer to get caught in that old version. While they were paying maintenance fees for long years without effectively using the upgrade options. In the end, these new managers even wanted the partner to pay back the money that was invoiced for all these customizations!
Again: what do you think? Impossible in your polite and friendly customer base? Well, that’s exactly what the partner in this story initially thought. But what happens if your customers get new management?
These are just a few real-world examples on how modern customers perceive the advantages of traditional customizations in today’s disruptive world.
Interesting question for you as a Microsoft Dynamics 365 partner is how you position the customizations options in your solutions for 2020 and beyond.