xRM as an Evolution of CRM<br />Catherine Eibner<br />Microsoft Australia, Developer Platform Group<br />ceibner@microsoft...
Key Success DriversHow do you define success? <br />4<br />“Products and services can be copied. Our business processes an...
Key IT ChallengesChallenges with delivering sustainable business value<br />5<br />Too much time and money is required to ...
Usabilitythrough Microsoft Office/Outlook<br />Flexibility through Dynamic Application Services<br />Choice through variou...
xRM Architecture OverviewDeclarative Application Services<br />User Experience Services<br />Custom User Features<br />Mob...
Putting xRM to the Test<br />Microsoft 24 Hour Challenge<br />PA Office of the Attorney General<br />Challenge:  Recreate ...
Unpaid Intern: 2 weeks – Free</li></ul>Quotes<br />“Plus, the intern’s applications had a better interface and more robust...
Sports Team Management won vote </li></ul>Results<br /><ul><li>4 resources (Bryan, Barry, Reuben, Nikhil) spent 70 combine...
XRM Conceptual ArchitectureDesigned for flexibility and extensibility<br />Cloud<br />Server<br />Standard UI<br />(Outloo...
  Extensible UI<br />(XML Config File)<br />Integrated<br />Applications<br />Reporting<br />(Excel and SRS)<br />Form Eve...
System Components Overview<br />Outlook client<br />Web client<br />Mobile client<br />Outlookofflineclient<br />NLB<br />...
Employment Portal<br />Users want to coordinate an automated recruiting system for applicants to apply for available posit...
Data Modeling Services<br />цззййз<br />Schema modeling and metadata definition accelerates creation<br /><ul><li>Every ap...
Export application definition and import into other servers
Metadata architecture simplifies upgrades
Publish changes on the fly
Applications built on XRM will inherit new capabilities as platform evolves</li></ul>Data Modeling Components<br /><ul><li...
Table creation (entities)
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xRM - as an Evolution of CRM

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xRM is the natural evolution of CRM. Businesses are expanding their use of new generation CRM solutions to manage a wider range of scenarios, including asset management, prospect management, citizen management, and many more. Microsoft CRM sits on the .NET platform and because of that, it is much more than a traditional CRM product. Instead, think of Microsoft CRM is as a rapid development application with out of the box CRM functionality. The purpose of this session is to understand Microsoft's CRM strategy and how you get to market first with world class business solutions.

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  • The pressures to achieve profitable growth has introduced a new mandate, the need to innovateBeyond product or service innovation, more CEOs are looking to business process innovationas a key competitive advantage. Innovation is driven through collaboration to solicit ideas (internal and external)The flexibilityto rapidly implement innovation is the key enabler
  • The pressures to achieve profitable growth has introduced a new mandate, the need to innovateBeyond product or service innovation, more CEOs are looking to business process innovationas a key competitive advantage. Innovation is driven through collaboration to solicit ideas (internal and external)The flexibilityto rapidly implement innovation is the key enabler
  • Common User Features include:Outlook Synchronization (accounts, contacts, tasks, appointments)Scheduling/Resource ManagementQueue ManagementList ManagementTask & Activity ManagementPresence Management (integration with Communicator)Knowledge BaseSearch, Advanced Find, Sophisticated Query, Personal/Team/Org FiltersWorkflow Wizard (Personal/Team/Org Workflow)Reporting WizardOutbound Communications (bulk email, mail merge)Data management (import, mapping, deduplication)Interaction managementRipple Effect - “Create New Field” New field is dynamically made available to:Forms Designer (UI)Client-side JscriptWorkflow Engine (triggers, data…) Advanced Find & QueryAnalyticsWizards (Workflow/Reporting)Offline SynchronizationWeb-Services (Data/Metadata API)Mail MergeData Import, Mapping & Deduplication
  • CRM 4.0’s Plug-In architecture now allows Developers to run Assemblies within the core event pipeline.A Plug-In is a .NET Runtime 2.0 (Framework 3.0/3.5) Assembly which inherits from a Plug-In class.Maybe be written in any .NET language.Plug-Ins allow a Developer to embed very sophisticated business logic in XRMPlug-Ins can be configured to execute while Offline.
  • Custom ASPX Pages Can create custom ASPX pages, not forced into the rigid XRM form. For instance a custom time entry page (see Demo)Customer Portals – Server Validation When you need to validate information on a form before it’s submitted Example: validating a Title fieldApplication Integration Website that automatically creates XRM entities, for instance external customers that can open cases (XRM cases) Automatic provisioning of SharePoint sites when creating entities, for instance after a Case is created, document sharing with customer Integrate data with external web services, for instance Stock QuotesApplication Extensions Callouts and Workflow assemblies give flexibility to extend the base XRM functionality
  • xRM - as an Evolution of CRM

    1. 1.
    2. 2. xRM as an Evolution of CRM<br />Catherine Eibner<br />Microsoft Australia, Developer Platform Group<br />ceibner@microsoft.com<br />http://blogs.msdn.com/ceibner , www.twitter.com/ceibner<br />
    3. 3.
    4. 4. Key Success DriversHow do you define success? <br />4<br />“Products and services can be copied. Our business processes and our business models are our differentiators.” <br />CEO – Global Enterprise<br />66% of CEOs believe their organizations need to introduce fundamental/ radical changes in the next 2 years<br />Rapid Innovation is a Key Mandate<br />Business process innovation as key competitive advantage<br />Business productivity innovation is needed now more than ever<br />Flexibility to rapidly implement global innovation is a key enabler<br />
    5. 5. Key IT ChallengesChallenges with delivering sustainable business value<br />5<br />Too much time and money is required to efficiently develop, deploy and maintain custom applications<br />Identifying the right application is costly. Maintaining applications from multiple vendors is cumbersome<br />Deliver and Demonstrate Business Value<br />Difficult to deliver business ROI and differentiators<br />Limited budget and resources<br />Too many issues with buying and building apps<br />Not equipped to rapidly respond to business change<br />
    6. 6. Usabilitythrough Microsoft Office/Outlook<br />Flexibility through Dynamic Application Services<br />Choice through various delivery and usage options<br />Productivity through point & click and Microsoft<br />Fits people, business, environment and budget<br />Enterprise-class scalability, availability and performance<br />XRM Delivers BenefitsXRM provides both innovation and operational benefits<br />
    7. 7. xRM Architecture OverviewDeclarative Application Services<br />User Experience Services<br />Custom User Features<br />Mobile/<br />Portal/Custom<br />Microsoft Office/<br />Outlook<br />Online/<br />Offline<br />Integration<br />Services<br />Extensibility<br />Services<br />Business Logic<br />Services<br />Granular role-based Security<br />Business Process Modeling<br />Windows Workflow Foundation<br />Metadata<br />Services<br />Visual Studio<br />.NET Assemblies<br />Enterprise Mash-ups/<br />Composite Applications<br />Application Definition<br />Portable Application Model<br />Release & Upgrade Mgmt<br />Embedded User Interfaces/ IFrames<br />Client-side Jscript<br />ASP.NET Custom Forms<br />Database <br />Services<br />Declarative Data Modeling<br />Referential integrity / relationship<br />Dynamic Ripple Effect<br />Business Logic/<br />Process Orchestration<br />Custom Workflow Actions<br />Data & Metadata APIs<br />Event Framework/<br />Dynamic Code Plug-ins<br />Analytical<br />Services<br />Dashboards KPIs<br />Reporting/ OLAP<br />Data Mining/ Predictive<br />Prebuilt Connectors<br />Server SDK<br />Offline SDK<br />Service-Oriented Architecture<br />Developer Tools<br />Platform Management Tools<br />Multi-tenancy<br />Multi-lingual<br />Multi-currency<br />Enterprise-class scalability & performance<br />
    8. 8. Putting xRM to the Test<br />Microsoft 24 Hour Challenge<br />PA Office of the Attorney General<br />Challenge: Recreate LOB application (Intelligence Audit application)<br />Results<br /><ul><li>Senior Developer: 3 months - $50K
    9. 9. Unpaid Intern: 2 weeks – Free</li></ul>Quotes<br />“Plus, the intern’s applications had a better interface and more robust functionality than the original ones. For instance, agency auditors can put the application on a portable computer for use in the field in disconnected mode, for added flexibility.”<br />Challenge<br /><ul><li>Build a LOB application in 24 hours based on audience vote at WPC.
    10. 10. Sports Team Management won vote </li></ul>Results<br /><ul><li>4 resources (Bryan, Barry, Reuben, Nikhil) spent 70 combined hours to build full team/player/match management capabilities</li></ul>Quotes<br />“I have never seen that depth of application built so quickly. xRM is now officially our application platform layer.”<br />“xRM reduces our development timelines by 75%” POAG<br />
    11. 11. XRM Conceptual ArchitectureDesigned for flexibility and extensibility<br />Cloud<br />Server<br />Standard UI<br />(Outlook, Web, Mobile)<br />Custom UI & Mash-Ups<br />(ASP.NET, SharePoint, Silverlight/WPF)<br />Integrated<br />Applications<br />Reporting<br />(Excel & SRS)<br />Web Services<br />Custom Synchronous Actions<br />(.NET Assemblies)<br />Custom Asynchronous Actions<br />(.NET Assemblies)<br />Synchronous Business Logic<br />Business Entity Components<br /> Role-Based Security<br />Workflow<br />Data Access Components<br />Data Access Platform<br />Multi-tenant <br />Controller<br />Metadata<br />Data<br />9<br />
    12. 12. Extensible UI<br />(XML Config File)<br />Integrated<br />Applications<br />Reporting<br />(Excel and SRS)<br />Form Events<br />(JavaScript)<br />Plug-Ins (Pre)<br />(.NET Assemblies)<br />Plug-Ins (Post)<br />(.NET Assemblies)<br />Custom Actions<br />(.NET Assemblies)<br />Presentation Layer<br />Forms Design, Client-Side Scripting and Custom UI Development<br />Platform Layer<br />Data Model Customization, IntegrationWorkflow, Custom Platform Development<br />Web Services<br />Synchronous and Asynchronous Business Logic<br />Business Entity Components<br />Security<br />Workflow<br />Data Access Components<br />Data Access Platform<br />Data Service Layer<br />Custom Reporting, Custom Analysis<br />Filtered SQL Views<br />Metadata<br />Data<br />xRM Architecture<br />
    13. 13. System Components Overview<br />Outlook client<br />Web client<br />Mobile client<br />Outlookofflineclient<br />NLB<br />Web Services<br />Integration <br />IIS<br />Application<br />Server<br />
    14. 14. Employment Portal<br />Users want to coordinate an automated recruiting system for applicants to apply for available positions. <br />Applicants want to create accounts and apply for positions of interest.<br />
    15. 15. Data Modeling Services<br />цззййз<br />Schema modeling and metadata definition accelerates creation<br /><ul><li>Every application is defined in metadata vs. in code
    16. 16. Export application definition and import into other servers
    17. 17. Metadata architecture simplifies upgrades
    18. 18. Publish changes on the fly
    19. 19. Applications built on XRM will inherit new capabilities as platform evolves</li></ul>Data Modeling Components<br /><ul><li>SQL Server automation
    20. 20. Table creation (entities)
    21. 21. Data Relationships (n:n)
    22. 22. Referential Integrity Rules
    23. 23. Attribute definition & rules
    24. 24. Metadata management
    25. 25. Web-based schema tools
    26. 26. No SQL required</li></ul>13<br />
    27. 27. User Experience<br />цззййз<br />Decrease training time and increase user adoption with a consistent user experience<br /><ul><li>Use the user experience that fits your users the best
    28. 28. Consistent navigation and tools across all applications
    29. 29. Productivity tools are optimized for users
    30. 30. Consistent user experience, even in offline mode (data, reports, workflow, custom)</li></ul>User Experience Components<br /><ul><li>Microsoft Office Integration
    31. 31. Microsoft Outlook Sync
    32. 32. Standard Clients & Devices
    33. 33. Common Navigation & SiteMap
    34. 34. User Functionality & Tools
    35. 35. Offline Capabilities
    36. 36. Language Packs
    37. 37. Accessibility</li></ul>14<br />
    38. 38. Security Services<br />цззййз<br />Simplify user administration with role-based access controls and data security logic<br />Rapidly add multiple users directly from Active Directory<br />Create role profiles and assign appropriate security access<br />Export and use security roles across all environments (Dev, Test, Staging, Production)<br />Control operations on all relevant custom entities<br />Access & Security Components<br /><ul><li>Active Directory
    39. 39. Access Controls / Authentication
    40. 40. VPN-less Accessible (SSL)
    41. 41. Bulk User Management
    42. 42. Role Management
    43. 43. Role-based Security
    44. 44. Hierarchical Security
    45. 45. Deep data controls</li></ul>15<br />
    46. 46. Analytical Services<br />цззййз<br />Empower every day users with easy reporting, visual insight and actionable analytics<br /><ul><li>Combine analytics with workflow for actionable intelligence
    47. 47. Minimize costs by leveraging existing Microsoft technology investments
    48. 48. Deliver business insight through familiar productivity tools
    49. 49. Bring analytics to the masses</li></ul>Extensibility Components<br /><ul><li>Microsoft SQL Server/SRS/SAS
    50. 50. Microsoft Excel
    51. 51. Report Creation Wizard
    52. 52. Scheduled & Offline Reporting
    53. 53. Ad Hoc Analytics
    54. 54. Dashboards / KPIs
    55. 55. OLAP
    56. 56. Predictive / Data Mining</li></ul>16<br />
    57. 57. XRM VisualizationsDashboards and extensive visualization capabilities<br />Recruit Compatibility<br />Facility At-A-Glance<br />Citizen’s Issues Dashboard<br />Asset Dashboard<br />Employee At-A-Glance<br />Recruiting Scorecard<br />17<br />
    58. 58. Extensibility Services<br />цззййз<br />Rapidly and deeply create extensions to fit the unique needs of every application<br />Extension points throughout architecture<br />Leverages common development tools and resources<br />Enables reusability<br />Simplifies adding features through registration tool and ensures upgradeability <br />Extensibility Components<br /><ul><li>Visual Studio Integration
    59. 59. .NET Assemblies
    60. 60. ASP.NET custom forms
    61. 61. Client-side Jscript / ISV Add-ins
    62. 62. Server / Offline SDK
    63. 63. Custom Workflow Actions
    64. 64. Event Framework / Plug-ins
    65. 65. Dynamic Registration</li></ul>18<br />
    66. 66. Event PipelineSupports both online and offline customizations<br />Plug-ins are an example of how to developers can focus on building strategic business functionality, re-use it across many XRM applications in both online and offline mode and it is all upgradeable.<br />Allows for sophisticated business logic to be embedded in platform<br />Assemblies run within core event pipeline<br />Plug-Ins can execute both online and offline for consistent use<br />Dynamic plug-in registration<br />19<br />
    67. 67. Extensibility SpectrumExtend each XRM application to fit your unique needs<br />Examples of what you can build<br />Custom ASPX Pages<br />Feature Plug-ins <br />Application extensions<br />Server-side validation and rule enforcement<br />External Web Services<br />Workflow Assemblies<br />20<br />
    68. 68. Mobile Devices<br />Silverlight / WPF<br />Custom Web Portal<br />Composite UI/Mashups<br />Microsoft Office Word<br />SharePoint<br />Extensible User ExperiencesExtend the UI to the environment that best fit your people<br />21<br />
    69. 69. Integration Services<br />Data needs to be synchronized<br />Processes flows across applications<br />Leverage logic from other apps<br />User Experience Related<br />цззййз<br />Data Integration<br />Process Integration<br />Business Logic<br />Enterprise Mash-ups<br /><ul><li>Composite Applications
    70. 70. Integrated UI (sitemap, ISV)
    71. 71. Low Cost & Maintenance
    72. 72. Embedded
    73. 73. “Traditional” Approach
    74. 74. Fully operational APIs (CRUD)
    75. 75. Data API
    76. 76. Metadata API
    77. 77. Dynamically generated web-services
    78. 78. Call outs with Parameters
    79. 79. Get results back
    80. 80. Full blown integration
    81. 81. Pre-built connections with integration platforms (BizTalk)</li></ul>22<br />
    82. 82. Architecture Services<br />цззййз<br />Organization-wide<br />Example: ACME, Inc<br />Corporate Divisions<br />Example: ACME European Operations<br />Work Teams<br />Example: ACME Account Team<br />Work Departments<br />Example: ACME Procurement<br />
    83. 83. Platform Management Services<br />цззййз<br />Integrates with Microsoft tools and heterogeneous environments<br />Full application portability streamlines ‘dev-test-staging-production’ release<br />Backwards compatibility<br />Keep all XRM applications up and running from one place<br />Data management<br />Platform Management Components<br /><ul><li>Portable Application Model
    84. 84. Release Management
    85. 85. Upgrade Management
    86. 86. Job Monitoring & Controls
    87. 87. Data Management/De-dup
    88. 88. Diagnostic Tools & Alerts
    89. 89. Federated Updates
    90. 90. MOM / System Center</li></ul>24<br />
    91. 91. Scalability and Availability<br />Round trip and packet size optimization for low bandwidth<br />Stateless message-based connection<br />Allow for failure during transaction<br />Serviced by large web farms<br />NLB<br />Application Tier scale out<br />Leverages standard IIS technologies with NLB <br />Code optimized for scale out deployment<br />Server Roles for workload optimization<br />CRM Application Server Web Farm<br />Support for standard SQL Server failover via clustering or mirroring<br />Support for Log shipping<br />Index Tuning Wizard supported<br />SQL Server Cluster<br />or Mirror<br />
    92. 92. Performance and Scalability<br />Performance and Scalability Components<br />Service grid architecture<br />Deployment choice<br />WAN performance optimization<br />Load balance clustering<br />Scale flexibly and efficiently across local or global Enterprise deployments<br />Web farm clustering<br />Exchange clustering<br />SQL Server clustering<br />SQL mirroring<br />Microsoft advantage<br />Leverage optimization throughout the .NET, Windows, SQL, and Exchange platform<br />Configure to meet user experience, bandwidth and hardware requirements across wide area networks<br />Scale flexibly up and out across application and data tiers<br />
    93. 93. xRM Benchmarks to 50K Concurrent Users<br />50,000 users running on one tenant; multi-tenant infrastructure and SQL Server 2008 drives higher loads<br />$35K server hardware; 80% less than Oracle Siebel latest benchmark<br />Average 0.12 second response time across 2.4M web requests / hour<br />Up to 30% less power consumed with Intel Xeon (Nehalem) processor architecture<br />

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