Measuring the performance of Dynamics 365 service providers with Abhishek Mundra of Everest Group

Everest Group recently published its new assessment of Microsoft Dynamics 365 service providers, and lead author and practice director Abhishek Mundra joins us to discuss the report's findings. The report evaluates service delivery factors across some of the most recognizable names in the Microsoft channel, including a few we rarely hear about in the context of Dynamics 365. We do not get into details on any specific service provider, but we discuss topics raised in the report like adoption trends, industry specialization, measuring Dynamics 365 customer satisfaction, and the mix of Dynamics customers from the SMB sector up through large enterprises. Abhishek also offers some perspective on how his team's findings on Dynamics 365 services compare with services in competitors' channels  like Oracle, SAP, Salesforce, and more. Show Notes: 1:30 - About Abhishek, his work, and Everest Group's latest Dynamics 365 Services Assessment 4:15 - Who uses a services assessment and how it is developed 6:30 - Headline findings about D365 services 11:30 - Why Microsoft continues to fight against Oracle & SAP for large enterprise ERP & CRM wins 15:30 - Trends in services industry specialization 23:00 - Why are some of the partners Everest Group evaluated so low profile in the Dynamics market? 25:00 - Evaluating talent across service providers 27:30 - How satisfied are D365 customers? 29:30 - Why organizational change management seems to be gaining traction in the Dynamics 365 channel 31:30 - Recommendations for strategic planning and vendor selection 36:00 - How SIs are building and executing on their industry strategies 38:30 - Observations on strategic discipline and bets for the future among executives at service firms 41:30 - How to parse consultant-speak when researching this space References: Microsoft Dynamics 365 Services PEAK Matrix® Assessment 2021: https://www2.everestgrp.com/reportaction/EGR-2021-50-R-4621/Marketing Microsoft Dynamics 365 Service Provider Compendium 2021: https://www2.everestgrp.com/reportaction/EGR-2021-50-R-4640/Marketing