From the Microsoft Dynamics 365 CE/CRM Blogs: Create a segment; Boost CRM adoption

Most CRM adoption problems aren't training problems. They're fit problems.

Microsoft just published a guide on using custom event registration questions in Dynamics 365 Customer Insights to build audience segments. The idea: capture richer data at the point of registration, then use it to trigger more relevant journeys. Technically, it works. But the operative word in that guide is "custom" — and if you've spent time in Dynamics, you know that custom usually means a consultant, a ticket, and a few weeks of waiting.

That's the part the blog skips over. For a mid-market ops team, building even a simple segmentation logic that reflects how your business actually qualifies leads or categorizes event attendees can turn into a project. You already know this feeling — you've been here before with a different platform, different consultant, same slow drip of small blockers adding up to a CRM your team quietly stops trusting.

The question worth sitting with is whether your CRM is set up so *you* can make those segmentation decisions in the same week your marketing team asks for them — or whether every change requires someone else's calendar.

Agentic CRM concepts are moving in the right direction. But the integration guide is only useful if the underlying system bends to your workflow without a project plan attached.

The best CRM architecture is the one your team will actually keep current.

#CRMstrategy #MicrosoftDynamics #MarketingOps #CustomerData #MidMarket

Original Source

Integration guide; Where custom agentic CRM fits in. Create a segment using custom event registration questions in Customer Insights – Journeys.