Interesting Dynamics CRM position

By | April 5, 2016

Was looking at the Interactive Service Hub user guide and found something I have never seen before(well, maybe I was not looking properly)

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https://www.microsoft.com/en-us/dynamics/crm-customer-center/user-s-guide-for-the-new-interactive-service-hub.aspx#bkmk_Support

It’s official: those of us who used to be called CRM Administrators, CRM Consultants, or CRM Developers can now be called CRM customizers Smile Well, I’m not sure if this is a promotion or not..

However, there is something there which keeps bothering me. There has been a tendency lately among Dynamics CRM clients to request as little customizations as possible. Instead, they would prefer configuration changes. I’ve been always of the opinion that configuration and customization are, essentially, two sides of the same coin, and it’s almost impossible to stick to just one side when implementing Dynamics. However, the fine line between those two approaches probably lies somewhere along the lines of javascript or .NET source code which is required to implement customizations and which is not required to implement configurations. Now, it would not sound that nice if we were called CRM configurators.. So, how come Microsoft, essentially, equalizes customization and configuration, and yet there is, apparently, a difference between the two in the clients’ minds?

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