Strategies
Customer lifecycle for how you win and serve — EFQM for how the organisation directs, executes, and improves — operationalised on Dynamics 365 CE and Power Platform.
Operating model
Prospect → Qualify → Propose → Close → Onboard → Support — with Loyalty at the centre. Marketing starts the journey; Sales converts; Service and Field keep customers successful.
The lifecycle shows how customers move through your organisation. EFQM shows how the organisation directs, executes, and improves around that journey.
Organisational excellence
EFQM defines what excellence looks like. Dynamics 365 CE and Power Platform are how we operationalise it — so strategy, processes, people, and results stay connected in the systems teams actually use.
Customer lifecycle = how you win and serve. EFQM = how the organisation manages excellence around that lifecycle.
01 · Direction
Clear goals, aligned initiatives, and leadership visibility — so Sales, Service, and Field pull in the same direction.
02 · Execution
Standard work across the lifecycle — Marketing through Supporting — with roles, automation, and governance that hold up.
03 · Results
Evidence of excellence — customer and operational outcomes — feeding the next improvement wave.
Criteria → solution
A practical view of excellence criteria against Dynamics 365 CE and Power Platform capabilities.
| EFQM area | What excellence asks for | DinamiKrag software angle |
|---|---|---|
| Direction | Strategy, goals, leadership alignment | Sales forecasting, initiative / KPI tracking in Dataverse, executive Power BI |
| Customer results | Experience, loyalty, consistent service | Marketing → Sales → Service → Field lifecycle; cases, entitlements, knowledge |
| People | Enablement, clear roles, guided work | Security roles, model-driven / canvas apps, Copilot assistants for standard work |
| Processes | End-to-end, measured, improvable | SLAs, work orders, approvals, Power Automate, ALM & environment governance |
| Partnerships & resources | Partners, suppliers, connected estate | Power Pages, ERP / IoT integrations, connector governance & DLP |
| Results & learning | Evidence, insight, continuous improvement | CSAT / FCR / utilisation dashboards, audit trails, quarterly roadmap refresh |
Offer
A focused assessment that uses EFQM Direction / Execution / Results as the lens — then produces a prioritised Dynamics 365 CE & Power Platform roadmap your teams can execute.
One-liner
EFQM defines what excellence looks like. Dynamics 365 and Power Platform are how we operationalise it.
We do not treat EFQM as a slide exercise. We wire Direction, Execution, and Results into the same systems that run your customer lifecycle — so improvement is visible in the work, not only in a report.
Method
Aligned to Microsoft release waves, measurable outcomes, and — where useful — EFQM Direction / Execution / Results.
Maturity across Sales, Service, Field, data quality, process pain — and excellence gaps where relevant.
Target operating model, prioritised backlog, KPIs, 12–24 month capability plan.
Architecture, environments, security, integration patterns, governance guardrails.
Phased waves, ALM pipelines, training, change management, value tracking.
Quarterly roadmap refresh against outcomes, release waves, and excellence results.
Sector reference patterns
Illustrative strategies used across well-known enterprise sectors. These reflect industry best practice for Dynamics 365 CE and Power Platform programmes — adapted during discovery to each organisation’s reality.
Enterprise pattern: complex aftermarket service + dealer / customer channels.
Enterprise pattern: regulated service, high field volume, strict audit.
Enterprise pattern: relationship-led sales, high compliance, omnichannel service.
Enterprise pattern: high case volume, brand experience, last-mile service.
Enterprise pattern: pursuit-led sales, delivery excellence, knowledge leverage.
Example programme shape
A typical sequenced wave plan for mid-to-large Dynamics 365 CE + Power Platform estates.
| Wave | Focus | Primary outcomes |
|---|---|---|
| Months 0–3 | Discover & foundation — Sales process + Service case hygiene; environment strategy | Clear backlog, KPI baseline, Dev/Test/Prod, security model |
| Months 3–9 | Core CE delivery — Sales & Customer Service go-live; Field Service pilot where needed | Adoption, SLA adherence, pipeline quality, first mobile technicians |
| Months 6–12 | Extension & data — Power Apps / Automate, Dataverse quality, ERP / IoT integrations | Process automation, trusted master data, ALM pipelines |
| Months 12–18 | Intelligence & scale — Copilot Studio agents, advanced Field optimisation, roadmap refresh | Reduced handle time, better first-time fix, living quarterly plan |
We map EFQM Direction, Execution, and Results onto your Marketing → Sales → Service → Field estate — then produce a prioritised plan you can execute.