CRM Implementation Services Built for Revenue-Driven Teams
Tired of a CRM your team ignores? Coffee + Dunn builds Microsoft Dynamics 365 CRM implementations that your people actually use, and that grow your revenue.
Trusted By
Growing organizations across manufacturing, education, and business services trust us to deliver marketing automation results that matter.
Our 4.6/5 approval rating from survey respondents validated our customer retention strategy, giving purpose to our Account Sales team’s efforts. Coffee + Dunn made capturing that data possible.
Senior Marketing Leader
Rush Enterprises
The relationship between Coffee + Dunn and Microsoft meant that we always had relevant, hands-on support. Because Coffee + Dunn meets with Microsoft’s product engineering team, we could directly raise issues and challenges.
Executive Director of IT
Montgomery County Community College
Coffee + Dunn executed the scope of work flawlessly and on time. Their team became an extension of ours throughout the duration of our project. They provided the necessary training in order for us to launch confidently.
Director of Information Technology
Cerulli Associates
The CRM Challenges We Hear Every Day
These are real conversations we have with businesses every week. We’ve heard them all. And if any of these sound familiar, you’re in the right place.
“We paid six figures for a CRM, and nobody uses it.”
Low user adoption is the leading cause of CRM failure. Research shows that up to 70% of CRM implementations fail, with people and process issues driving the vast majority of those failures.
“Our data is a mess.”
Duplicate records, inconsistent fields, abandoned pipelines. Bad data means bad decisions.
“Sales and marketing are working in completely separate systems.”
When your teams can’t see the same customer record, leads fall through the cracks, and nobody can explain why.
“We had a CRM before. It didn’t work.”
Roughly 50 to 70% of CRM implementations fail to meet their planned objectives. If you’ve been burned before, your skepticism is well-earned.
“We don’t have pipeline visibility.”
Leadership invests in dashboards, but inconsistent data entry means the numbers can’t be trusted.
“We implemented features nobody asked for.”
Over-customization leads to longer timelines, higher costs, and a system so complex that onboarding a new hire takes weeks.
Most CRM failures are people and process problems. Technical issues account for very few CRM failures. The rest comes down to strategy, adoption, and change management.
That’s exactly where we focus.
Our Full-Service CRM Implementation, Start to Finish
Here’s what a complete CRM implementation looks like with Coffee + Dunn.
We cover the full scope, from initial discovery to post-launch optimization. Every engagement is different, but the structure is the same.
This is how our Plan > Build > Run framework works in practice. You get strategy first, then we build, then we make sure it keeps working for you.
How We Deliver CRM Implementation Projects
Strategy before technology. Every time. Most CRM implementation agencies start by opening the platform and asking what you want configured. We start differently.
Plan
Before we touch a single configuration setting, we run a diagnostic. We look at your people, your processes, and your existing technology.
- Map your customer lifecycle.
- Identify where revenue is leaking.
- Define success in measurable terms.
Every decision in the build phase ties back to this foundation. We start with business goals instead of software features.
Build
Once your strategy is locked in, we get to work. Your certified consultants handle everything technical.
- Configuration and customization
- Integrations and data migration
- Regular demos and feedback every 2 to 3 weeks, so you’re never in the dark
No surprises at go-live. And no hand-offs to junior staff. The team that scoped your project is the team that builds it.
Run
Go-live is not the finish line. Most CRM projects fail in the 90 days after launch because nobody’s minding the system. Coffee + Dunn stays in.
We monitor performance, track adoption, support your team, and keep optimizing through marketing automation consulting and DUNN Right managed services.
Why Microsoft Dynamics 365 for CRM?
There are dozens of CRM platforms. Here’s why we recommend Dynamics 365 for mid-market and enterprise teams.
It lives inside your Microsoft environment.
If your team already works in Outlook, Teams, Excel, and SharePoint, Dynamics 365 fits right in. No third-party connectors. No sync delays. CRM data appears where your team already works.
It’s one platform for sales, marketing, and service.
D365 combines CRM and broader real-time customer engagement capabilities in a single platform. Your sales pipeline, marketing journeys, customer service cases, and field operations all connect to the same customer record.
Power Platform is built in.
Power Automate, Power Apps, and Power BI come with your Dynamics 365 license. Automate any process, build custom apps without code, and create real-time dashboards. Without paying for separate tools.
Copilot AI is included.
Predictive lead scoring, AI-generated email summaries, meeting notes, and next-step recommendations. Built into the Sales Premium tier. These are not gated behind a separate AI add-on.
The ROI is well-documented.
A Forrester Total Economic Impact study found that Dynamics 365 Customer Service delivered 315% ROI over three years, with a payback period of under six months. The same study found $14.7 million in total financial benefits for a composite organization.
CRM Implementation That Powers Your Revenue Operations
A CRM is the operating system for your revenue team. When your CRM implementation is done right, here’s what changes:
✓ Every lead has a clear source and a documented next step.
✓ Stronger marketing and sales collaboration across one shared pipeline.
✓ Deals move through the pipeline faster, with fewer gaps in communication.
✓ Forecasts reflect real data instead of only gut instinct.
✓ Service teams see full customer history before they pick up the phone.
✓ Leadership gets the reporting visibility they’ve been asking for.
The numbers back this up. The same Forrester study found that organizations reduced call handling time by 40%, improved first-call resolution by 20%, and decreased misrouted calls by 15%. Agents saved up to 292 hours per year, and organizations retired legacy tools, saving close to $978,000 in costs.
The Coffee + Dunn Difference
There are many Microsoft Dynamics CRM implementation service providers. Here’s why our clients choose us and stay with us.
Microsoft Insiders
Two-time Microsoft Partner of the Year Finalist. We collaborate with Microsoft product engineering weekly, create Dynamics 365 training content for Microsoft, and have done so for over a decade.
100% Certified Consultants
Every consultant on your project is Microsoft-certified. Many hold double and triple certifications across Dynamics 365 and the Power Platform. You always work with senior experts.
Post-Launch Partnership
Most implementation partners hand over documentation and disappear. We become part of your team through DUNN Right managed services, starting at $6,500 per month. It’s a fraction of the cost of a full-time internal hire.
Full Ecosystem Integration
We build on the Microsoft stack but connect everything around it. Gong, Salesloft, Adobe, ServiceNow, Gainsight. If your team uses it, we integrate it.
Client Success and Testimonials
Mid-market and enterprise organizations trust Coffee + Dunn to turn their CRM investment into a system that actually drives revenue.
Our 4.6/5 approval rating from survey respondents validated our customer retention strategy, giving purpose to our Account Sales team’s efforts. Coffee + Dunn made capturing that data possible.
Senior Marketing Leader
Rush Enterprises
Coffee + Dunn executed the scope of work flawlessly and on time. Their team became an extension of ours.
Michelle Woodside, Director of Marketing
AEI Consultants
Coffee + Dunn has been instrumental in accelerating our progress. In just a few months, we’ve seen big improvements and tons of small wins.
Director of IT
Cerulli Associates
The relationship between Coffee + Dunn and Microsoft meant that we always had relevant, hands-on support.
Executive Director of IT
Montgomery County Community College
A leading Virginia-based insurance firm saw a 55% lift in contacts over four months following implementation.
Frequently Asked Questions (FAQs)
A few questions we get asked often. If yours isn’t here, just reach out.
Which Industries Benefit Most From CRM Implementation Services?
CRM delivers strong returns across most industries, but technology, manufacturing, financial services, and healthcare tend to see the biggest gains.
Coffee + Dunn works primarily with clients in business services, manufacturing, education, healthcare, financial services, and media and entertainment.
How Long Does CRM Implementation Take?
Most mid-market implementations take three to six months. If your scope is focused, you can go live in as little as six to eight weeks. The biggest factor is usually your data quality and how fast your team makes decisions.
Can You Migrate Our Data From Salesforce or HubSpot to Dynamics 365?
Yes, data migration is a standard part of our CRM implementation service. We handle the full process: audit, cleansing, field mapping, test migration, and validation. Timeline depends on your data volume and complexity.
What Should I Prepare Before Starting a CRM Implementation Project?
Start by securing an executive sponsor and documenting your current processes. You’ll also want to audit your data and list every system your CRM needs to connect to. The more clarity you bring to the kickoff, the faster we move.
How Do You Ensure User Adoption After a CRM Implementation?
We involve your team from day one. Our Dynamics 365 CRM training program is role-specific and tied to how each person actually works. Through DUNN Right managed services, we continue monitoring adoption and supporting your team long after launch.
How Do CRM Consultants Measure Implementation Success?
We track adoption rates, pipeline growth, deal cycle time, and customer retention. We establish your baselines during the Plan phase so you can see exactly what’s changed. That’s how we hold ourselves accountable.
Let’s Plan Your CRM Implementation
If your CRM isn’t delivering what it should, or you haven’t started yet and want to get it right the first time, we’d like to talk. There’s no pressure and no obligation. Just a real conversation about what’s not working and what it would take to fix it.