Ables will be presenting the session, “Better Together? Understanding Microsoft Teams and Dynamics 365 CRM Integration.” Microsoft Teams is experiencing wide-spread adoption as an easy-to-use collaboration tool and the recent integration with Dynamics 365 offers additional capabilities. Ables will provide an overview of the fundamentals of Microsoft Teams, when users should (and should not) create a Microsoft Team and how to get the most out of integration with Dynamics 365. Attendees will leave with a guide to governing the creation and maintenance of Teams, critical things to avoid, and practical ways to use Microsoft Teams with Dynamics 365.
Ables will also be presenting the session, “Truly Meaningful Metrics: Unlock CRM ROI.” In this interactive session he will describe how metrics can be used to improve every area of CRM, going beyond reporting to actually engaging the team and improving results. He will also provide a method for working together as a team to continuously discover metrics that will change behavior, improve the customer experience, and lift the bottom line where adoption metrics overlap with performance metrics and how to use both to drive change. Attendees will learn how to engage their teams—from leaders to front-line employees—in identifying and tracking metrics. They will leave with a comprehensive list of best practices and the most important metrics to track in CRM for sales, service, marketing and adoption and why they matter.
Ables is the author of “The LUCK Principle: Business Results at the Intersection of People & Profit.” In the book he teaches how to harness the power of people, process and technology to transform a business into a digital workplace that balances a people-first culture with bottom-line results. The book is available in both paperback and Kindle versions on Amazon at https://www.Amazon.com/dp/B01N0QW5H4.
Geoff Ables, C5 Insight Managing Partner, is a bestselling author, international keynote speaker and consultant. He has over 20 years of consulting experience on topics including the future of work, digital disruption, customer relationship management, social collaboration and big data. Widely regarded as a thought leader on customer and employee engagement, his insights have been seen and heard in dozens of global venues. He founded C5 Insight in 2002 and has consulted with hundreds of companies in a broad range of industries. The firm has twice been named to the Inc. 5000 list of fastest growing companies.
For more information about Geoff Ables, and C5 Insight, visit