Crm Solution Areas X Rm And Vertical Solutions


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CRM Solution Areas: xRM and vertical solutions
Martin Houlberg.

Ráðstefna 2009.

Published in: Business, Technology
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Crm Solution Areas X Rm And Vertical Solutions

  1. 1. Martin Houlberg Jensen CRM Evangelist Microsoft Denmark Blog: E-mail:
  2. 2. • xRM – What is it – What is it good for – How – Examples • Solution Areas – Vertical solutions – What is this – What is it good for – Examples – Resources On-Premise On-Demand • Power of Choice
  3. 3. 1. Algebra. An unknown quantity or a variable. 2. Science. Power of magnification 3. Mathematics. Cartesian coordinate. 4. Stock Market. A Nasdaq stock symbol specifying that it is a mutual fund. 5. Drugs. Methylenedioxymethamphetamine (not that I would know!) 6. Symbols. Symbol of a kiss, signature, and place on a map 7. Chemistry. Cap halogen atom 8. Business. Business applications built on a platform having characteristics of rapid development/deployment
  4. 4. • Customer Relationship Management • Contact Relationship Management • Client Relationship Management (legal) • Citizen Relationship Management (public) • Care Relationship Management (health, medical, service) Plus: • Patient Relationship Management (health) • Partner Relationship Management (channel) • Supplier Relationship Management • Project Relationship Management • Employee Relationship Management (HR) • Incident Relationship Management (helpdesk, ITIL) Plus more… Life is all about relations – sale and service is too. Therefore: xRM rules 
  5. 5. • Leverage your existing investment in Dynamics CRM (licenses, resources, knowledge, UI) to rapidly build other business applications needed within your organizations CRM • Sales • Service • Marketing xRM • Extend beyond managing customers • Extend beyond sales, service and marketing process automation
  6. 6. Manage Organizations Manage Processes Manage Stakeholders Sales Process Automation Marketing Automation Service Automation Customer Sales Team Interactions & Activities Relationship Management
  7. 7. Manage Organizations Manage Processes Manage Stakeholders Bid/RFP Process Automation Project Automation Certification Automation Procurement Desk / Vendor Relationship Interactions & Activities IT Purchasing… Management
  8. 8. Manage Organizations Manage Processes Manage Stakeholders Patient Case Automation New Patient Automation Patient Wellness Automation Hospitals / Patient Relationship Interactions & Activities Healthcare… Management
  9. 9. Manage Organizations Manage Processes Manage Stakeholders Task Automation Maintenance Automation Recruiting Automation “Anything” (X) Departments / Interactions & Activities Relationship Groups… Management
  10. 10. Dallas Cowboys: Ultimate Fan Experience Ticket Sales Season Tickets Suite Sales Pro Seats Catering Pro Shop Merchandise Sideline Passes Concessions Media Advertising Credentials Sponsors Traffic Control Database Video Visitor Moneyless Fantasy Interactive Surveillance Registration Transactions Football Stats Scoreboards Parking Passes Visitor VIP Hall of Fame Wi-Fi Interactive Tours Concierge Tailgating Play Calling
  11. 11. Contact Management Grant Management Call Center/311 US Dept of Agriculture, NRCS City of Bellevue, WA State of Kansas, Dept of Administration City of Moreno Valley, CA State of Alaska, Dept of Administration County of Kitsap, WA State of Virginia, Center for Innov Tech Constituent Management County of Osceola, FL County of King, WA US Dept of Veterans Affairs County of Seminole, FL University of California State of California, Dept of Insurance Sate of California, Dept of Corporations State of Oklahoma, Dept of Commerce Defense Task Management City of New York, Economic Developmen US Air Force, Europe Port of Tacoma, WA US Air Force, District of Washington Republican Party of California US Air Force, Request for Forces County of St. Louis, MO Yale University Personnel Management US Farm Credit Administration Orange County Sheriffs Department US Special Operations Command Permitting and Licensing White House Communications Agency County of Harris, Texas State of Maryland, Dept of Education Recruiting The White House, Office of Personnel Mgmt More: Cardean University Ivy Tech College Health & Human Services Case Management Eastern Maine Technical College Student Information Systems (SIS) Legal Case Management Contract Management State of New Jersey, Advocates Investigation Management
  12. 12. “Research has identified it will cost a company from seven to ten times more to develop a particular functionality than it will to purchase an equal functionality….The expected effort for maintenance (of a custom developed solution) is two man-years of maintenance effort per year to keep up with modifications, enhancements, legislative changes, technology updates, etc. “ IDC, “The Financial Impact of Business Analytics: Build vs. Buy”. Many business applications don’t get funded/built by IT because of the cost/effort. If built, they are expensive and time-consuming to develop & maintain
  13. 13. 1. Identify Need and Prioritize. Each cycle takes a minimum 2. Allocate Budget/Resources of 3-6 months (for a 3. Requirements Gathering relatively minor 4. Design & Technical Architecture application) and 9+ months 5. Prototype/Coding (schema/db, biz logic, UI) for more complex cycles 6. Code Integration & Testing and the business still 7. Move to QA environment for testing 8. QA , Fixes, More QA doesn’t get what they 9. Release Management (Move to production environment) need. 10. Deployment and set-up 11. User Training & Feedback (bugs, complicated…) - Shadow apps 12. Business Feedback (doesn’t meet needs) - Lack of agility 13. Wave 1 major bug fixes 14. Wave 2 requirements gathering - Features missing… integrations are required, offline support, reporting/analytics, need different logic/workflow, security is wrong, business needs have changed, infrastructure changes, tools change so re-work is required) and the cycle begins again… NOW do this for multiple internal applications
  14. 14. 1. Identify Need and Prioritize Budget 2. Allocate Budget/Resources 3. Requirements Gathering 4. Find applications that can fit most of the needs (evaluation) 5. Purchase application (on-demand or on-premise = $ / user) Similar cycle for Packaged 6. Design & Technical Architecture Applications 7. Prototype/Coding (schema/db, biz logic, UI) 8. Code Integration & Testing But now there are multiple 9. Move to QA environment for testing disparate packaged apps, 10. QA, Fixes, More QA multiple specialists, 11. Release Management (Move to production environment) multiple licenses/ 12. Deployment and set-up maintenance/ subscription 13. User Training and Feedback (bugs, complicated…) 14. Business Feedback (doesn’t meet needs) fees… 15. Wave 1 major bug fixes 16. Wave 2 requirements gathering - Features missing… integrations are required, offline support, reporting/analytics, need different logic/workflow, security is wrong, business needs have changed, infrastructure changes, tools change so re-work is required) and the cycle begins again… NOW do this for multiple packaged applications
  15. 15. Architecture/Design time Development time (data schema, referential, business logic, UI) Portability and testing time Deployment and release management time Training and user adoption time (eliminate multiple fees per user) Code and application maintenance time Security development and maintenance time Upgrade and scalability/performance tuning time Iterative release time Mobile and online/offline enablement time Analytics creation /reporting time Change management efforts / time (workflow, UI…)
  16. 16.  Familiar Outlook Interface MINIMIZE RISK  Simpler Approach  Shorter Project Timeframes COST  Less Things To Go Wrong  Plumbing Provided VALUE  Works with Existing Microsoft Investments
  17. 17.  Shared Software and Licenses RISK  Shared Hardware  Shared People Resources CONTAIN COSTS  Common Maintenance  Change without extreme cost VALUE of change
  18. 18.  Delivers Business Requirements RISK  Focus on Business Value vs. Plumbing  Leverage Out-of-Box capabilities COST  Don’t Reinvent the Wheel  User Acceptance MAX VALUE  Improve Business Insight across XRM apps  Increase Organizational Agility
  19. 19. Vendor Management - Certification process, purchasing process, compliance process… Employee Management - New employee process, benefits enrollment process… Prospect Management - Resume submission process, screening and scheduling processes… Project Management - RFP process, new project kick-off process, status update process… Broadcasting Program Management - Script creation process, negotiation process… Notifiable Disease Management - Outbreak tracking process, testing process, alert process… Environmental Legislation Management - Enquiry process, compliance reporting process… Animal Management - Lifecycle process, pairing process, check-up process, retirement… Conservation Contract Management - Contract selection process, contract maintenance… Grant Management - RFG process, proposal evaluation process, grant tracking process…
  20. 20. • An area of solution – Focusing on one specific branch or type of business or organization – Collection of best practices, customizations, add-on’s, modules etc. – Documentation and quick-run, demo or even video showcasing possibilities for you • Strengths and benefits – Microsoft delivers material, demos, videos, datasheets, look-and-feel models, customer stories – Tailor-made and still standard – Continuously updated with new possibilities and even whole new areas – Easy to evaluate and implement – Ways to inspire and get a jump-start • Some examples – Citizen Service – Customer Service – Education – Financial Services – Government – Healthcare – Manufacturing
  21. 21. Citizen Service Platform Financial Services Pharma / Life Science Contact Center
  22. 22. • Industry-specific solutions for Microsoft Dynamics CRM • Contact Center • Patient Relationship Management improves patient health and satisfaction • Microsoft Dynamics CRM for government • Microsoft Dynamics CRM for Public Sector • Microsoft Dynamics CRM – The Danish Blog
  23. 23. On-Premise On-Demand
  24. 24. SOFTWARE + SERVICES YOUR WHERE YOU ON YOUR PROCESSES NEED THEM TERMS Risk On Premise Cost Optimization Partner Hosted Differentiation People ready Microsoft Hosted Time to market Business Combinations IT Resources opportunities
  25. 25. Challenges prompting customers to consider on-demand alternatives: On-Premise On-Demand • Optimize use of IT resources • Rapid deployment • Change Management • Demand for business continuity • Low kick-off investment • Need for cost management and cost flexibility • Engage across the Web
  26. 26. • Choose how you USE IT - Outlook, browser, mobile • Choose how you GET IT - Software or service • Choose how you BUY IT - Own it or rent it • CHANGE it any time as your business needs change
  27. 27. Outlook Web client Pocket PC Office programs Palm Blackberry
  28. 28. You can visit Skyggnir, Skýrr and Opin Kerfi for more info and a talk
  29. 29. Valuable resource:
  30. 30. Martin Houlberg Jensen CRM Evangelist Microsoft Denmark Blog: E-mail: 40
  31. 31. 41
  32. 32. • Please fill out the evaluation and receive a copy of Windows Home Server on handing it in! • Meet me and the other presenters in the ”Expert Corner” • Next sessions…
  33. 33. • TechEd Developers: Building Rich Internet Apps with Silverlight 2 Max Knor • TechEd IT Pro: Windows Server 2008 & R2 (part 1) Overview Tony & Daniel • Convergence: AX2009 - Supply Chain Management Mogens Larsen