Should we adapt the processes to the system or vice versa?

This is the most contentious question in an introduction, and the answer is uncomfortable for many.

The starting point

The standard process in Dynamics 365 is based on how thousands of businesses sell and deliver. If your approach differs, it is more often the result of historical happenstance than a deliberate choice.

The genuine exception

If the way you work is part of what makes you better than your competitors, the system should be adapted. Then it is worth the cost. This applies to fewer processes than people think—usually one or two.

The Test

Ask: if we did this like everyone else, would customers notice? If the answer is no, follow the standard. If the answer is yes, adapt.

The cost of customizing everything

Every customization must be tested with each update and explained to every new employee. A system that precisely mirrors old habits is also a system that locks you into them.