IW - SharePoint and CRM


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SharePoint and CRM are often used side by side in organisations. In some cases they have similar functions, and with some configuration you could bend one to work a bit like the other. Where do you draw the line? This presentation covers my take on this topic.

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  • I know using acronyms are usually a no-no, but I’ve put it here for a reason. I want to expose the audience to this, and then explain it.
  • Will add some images here.
  • Here I’ll explain each one of the terms with an easy to understand business related example. xRM – Vendor, Supplier, Compliance, Employee, LAB, *
  • Explain the traditional fits for the products. Start conversation of where they cross over.
  • Explain a scenario whereby user would work exclusively in one sphere vs the other. By other I’m referring to the internally facing.
  • Show relationship between items delivered via SharePoint. Explain a scenario whereby user would work exclusively in one sphere vs the other. By other I mean “Customer Facing”.
  • In the demonstration I will go tackle the following:Show a bit of Sales (Opportunity capture)Show a bit of Service (Capture support case)Cross over into SharePoint:Load proposalSearch for content
  • IW - SharePoint and CRM

    1. 1. CRM & SharePoint<br />Where do we draw the line?<br />
    2. 2. Agenda<br />What is…<br />The Playing Field<br />Who’s Acronym is it Anyway?<br />Traditional Application of Principles<br />Examples of Overlap? <br />Real-World Example<br />Summary<br />
    3. 3. What is SharePoint?<br />*Platform<br />Benefits<br />Better internal communications<br />Automate internal business processes<br />Reduce time to find & create content<br />Enhance staff productivity<br />
    4. 4. What is CRM?<br />xRM<br />Benefits<br />Enhance client interaction<br />Info surround client easily accessible<br />Sales<br />Service<br />Marketing<br />Store client related IP for better transparency<br />
    5. 5. The RugbyPlaying Field<br />
    6. 6. Acronyms Demystified<br />CRM – Customer Relationship Management<br />xRM– Anything Relationship Management<br />ECM – Enterprise Content Management<br />BPM – Business Process Management<br />FCS – Fun, Cool, Stuff<br />
    7. 7. Traditional Application<br />
    8. 8. Customer Facing<br />
    9. 9. Customer Facing<br />Service<br />Call centre<br />Sales<br /><ul><li>Sales force
    10. 10. Leads, Opportunities, Quotes
    11. 11. Marketing
    12. 12. Campaigns via email and other</li></li></ul><li>xRM<br />Additional Entities<br />Projects<br />Timesheets<br />Travel<br />More info to build holistic Customer View<br />
    13. 13. Internally Facing<br />
    14. 14. Internally Facing<br />ECM<br />Creating, Storing, Categorising, Consuming and Managing ALL content<br />More than just documents<br />Web, Scans, Communication, Documents, *<br />BPM<br />Automate and IMPROVE internal business processes<br />FCS (Non work related cool stuffs)<br />
    15. 15. Examples of Overlap?<br />Doc Mgmt. – Scanning = Proof<br />Workflow (Countless Scenarios)<br />CRM also has workflow component<br />Search<br />CRM also has search<br />Reports<br />Not to mention xRM<br />SharePoint Extranet?<br />
    16. 16. DEMO<br />
    17. 17. In Summary<br />Horses 4 Courses<br />CRM in SharePoint?<br />Build vs Buy<br />CRM Options<br />Mobile<br />Online<br />SharePoint (on premise), CRM (cloud)<br />
    18. 18. THANK YOU!!!<br />