Andrew Burkalter   Plone + Salesforce.Com  Best Of Breed Applications Working In Harmony For Your Organization
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Andrew Burkalter Plone + Salesforce.Com Best Of Breed Applications Working In Harmony For Your Organization

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We all know and love what Plone accomplishes in the content management space, but ambitious tasks of customer and constituent relationship management (CRM) often fall outside the scope of the......

We all know and love what Plone accomplishes in the content management space, but ambitious tasks of customer and constituent relationship management (CRM) often fall outside the scope of the content management problem domain. Yet the latter is an equally critical need for organizations. Salesforce.com is a well known and established leader for customer and constituent relationship and with it's innovative API-first design, over 50% of all traffic comes via its SOAP API. This makes it an obvious candidate for integration with Plone and there are tools (Beatbox, Salesforce Base Connector, Salesforce PFG Adapter, and Salesforce Auth Plugin) to do just that. This talk will introduce the use cases where Plone can benefit from CRM integration, Salesforce.com's ability to model an organization's business processes, and how, where and why they can and do compliment each other. This has everything to do with choosing the best of breed CRM and CMS and using them together to transform your organization. Why build it from scratch, when you can integrate it with Plone?

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  • 1. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html Plone + Salesforce.com: Best of breed applications working in harmony for your organization Andrew Burkhalter Talk Abstract We all know and love what Plone accomplishes in the content management space, but ambitious tasks of customer and constituent relationship management (CRM) often fall outside the scope of the content management problem domain. Yet the latter is an equally critical need for organizations. Salesforce.com is a well known and established leader for customer and constituent relationship and with it's innovative API-first design, over 50% of all traffic comes via its SOAP API. This makes it an obvious candidate for integration with Plone and there are tools (Beatbox, Salesforce Base Connector, Salesforce PFG Adapter, and Salesforce Auth Plugin) to do just that. This talk will introduce the use cases where Plone can benefit from CRM integration, Salesforce.com's ability to model an organization's business processes, and how, where and why they can and do compliment each other. This has everything to do with choosing the best of breed CRM and CMS and using them together to transform your organization. Why build it from scratch, when you can integrate it with Plone? About Me Program Manager at ONE/Northwest [1] Tools and strategies to engage people in protecting the environment We are a non-profit and the aforementioned tools are our services for non-profits Content Management and Plone are central (as are CRM and Salesforce.com) At least 130+ small to medium Plone sites More of the integrator than developer community [1] http://www.onenw.org About Me (continued) Plone community participation Helped organize Plone Conference 2006 in Seattle Seattle Plone user group co-founder Sprint and Plone Bootcamp coordination (Seattle, Vancouver) Plone foundation member Some Add-on products: PressRoom, eCards, and several Salesforce integration tools we'll talk 1 of 8 10/6/07 7:35 PM
  • 2. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html about today Talk Outline Our talk consists of 3 parts: Background; What's the motivation? What can we do today? (Demos) What does the future hold? Part 1: Background; What's the motivation? Why are we talking about CRM at a CMS conference? Whereby I will try and answer that question But first ... a disclaimer Salesforce.com happened to me. I'm a Plone integrator. I don't strategize about CRM use-cases. I don't even know that much about relational databases -- thank you ZODB What is CRM? Stands for quot;Customer Relationship Managementquot; and has traditionally meant processes for capture, storage, and analysis of customer/vendor/partner relationships (adapted from: Wikipedia ) [1] http://en.wikipedia.org/wiki/Customer_relationship_management 2 of 8 10/6/07 7:35 PM
  • 3. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html Gauge the audience on their familiarity with CRM, Salesforce.com *Constituent* centric operations A constituent could be a business, a partner, a colleague, a volunteer, a vendor, a donor, a client, etc... CRM-applications include sales, but also customer support, donor management, human resources, volunteer management, event participation, etc... I'm from the Nonprofit sector, so we call them constituents --> Symbolic of all encompassing nature. Increasingly, this interaction is happening *online* (donations, support ticket tracking, newsletter signups, RFPs, product feedback, surveys) Two obvious paths Build it Integrate it Why not build it with Plone-the-framework? <$0.02 € 0.02> Content management itself is hard. Think about every other process an organization or company is involved in. Each item could be equally or more complex than their Content Management needs. </$0.02 €0.02> Mention the existence of several abandoned, simple, half-finished quot;contactquot; Archetypes-based projects open sourced for Plone. So, I would argue we want to integrate. This is not crmmatrix.org I'm assuming you're here because: You already or will soon use Salesforce.com You're a Plone developer exploring the CRM options to compliment your consulting offerings or are an organization considering Salesforce.com You care about Plone's integration with others as a strategic problem-space for the platform I'm not going to astound you with my matrix of features that make Salesforce.com the best choice for you. Why Salesforce.com might be a good option 3 of 8 10/6/07 7:35 PM
  • 4. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html It's quot;openquot; for a proprietary CRM (50%+ API traffic, almost full coverage of UI through the API, both open source and proprietary 3rd party vendors (AppExchange), trust.salesforce.com (transparent uptime data)) It's big and small in the right ways (Big: 35k+ customers incl. Dell, Japan Post, Electronic Arts, UN World Food Programme; Small: Salesforce Foundation doles out 10-seat licenses to NPOs (international too)) It's an application and a framework It's not just a U.S. thing (14 languages) It's hosted, incl. upgrades & BBB managed by Salesforce.com People care about getting it to work well with Plone It's fun to work with You should think carefully about this decision on your own too. In otherwords, YMMV. Part 2: What can we do today? (Demos) Live demos: proceed with caution 4 of 8 10/6/07 7:35 PM
  • 5. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html A Form Generator for a Database The Stack 5 of 8 10/6/07 7:35 PM
  • 6. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html Beatbox $ easy_install beatbox $ python2.4 >>> # testing existence of beatbox >>> import beatbox; dir(beatbox) Salesforce Base Connector 6 of 8 10/6/07 7:35 PM
  • 7. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html Demos: 1) Setting up the Salesforce Base Connector, 2) Using it via zopectl debug Salesforce PFG Adapter Demos: 1) Multiple adapters, 2) Emails from contacts (do we have Evite for Plone?) Salesforce Auth Plugin 7 of 8 10/6/07 7:35 PM
  • 8. Plone + Salesforce.com: Best of breed applications working in harm... file:///Volumes/iDisk/Documents/plonecon/plone_and_salesforce.html Demos: Authenticate off an account, change the soql statement, try authenticating again Part 3: What does the future hold? 1. What do we want to accomplish? (event registration, comment tracking, what does it mean to blur the lines between Plone content and Salesforce.com content?) 2. What needs to happen? Maturity; Transition out of framework stage (Beatbox/Base Connector/PFG Adapter/Auth Plugin makes you do all the thinking and work) 3. Bring interested people and resources to the project. Anyone want to sprint on Saturday? alpha/beta releases of all tools Bring beatbox up to >= Apex Web Services API 8.0 (http://snipurl.com/plonesfapi8) Resources Signup for this --> http://groups.google.com/group/plonesf Browse these: http://snipurl.com/plonesfapex http://wiki.apexdevnet.com/index.php/PloneSalesforce http://snipurl.com/plonesfproducts http://www.salesforce.com/us/developer/docs/api/index.htm 8 of 8 10/6/07 7:35 PM