In this paper, we focused our attentions into the fit gap analysis and solutions related to the CRM implementation. This fit gap analysis is part of a broad range of activities that are needed to be processed in order to design, develop and deploy a CRM application.
We attended several meetings with the stakeholders in order to implement the solutions. And during those meetings, we understood that every CRM solution is unique and it should be tailored to the company overall business process and culture.
How to implement Microsoft Dynamics 365 effectively?NexSoftsys
Dynamics 365 comes with powerful data collection and analysis tools that make your sale process even better than ever. You can achieve this with a successful Microsoft Dynamics 365 implementation.
Enterprise Content Management, Documentum Overview. This presentation shows what is ECM, why we need ECM, EMC History, EMC Content Management Portfolio, Documentum and Captiva Products overview
Best Practices for Adopting Microsoft Dynamics 365Precisely
There are many advantages to migrating your on-premise CRM to the cloud-based Microsoft Dynamics 365. Organizations rely on clean CRM data to create single views of their customers. As you prepare to migrate your platform, you want to ensure that the integrity of your data remains intact both during and after the migration. With the right tools, you can have confidence that you are prepared from both a data structure and a data quality perspective.
View this webcast with Microsoft and Syncsort for a fast-paced hour focused on helping you prepare for an on-premise CRM to Dynamics 365 Cloud migration. The content includes:
• Highlights of the Dynamics 365 functionality not available with on-premise CRM including LinkedIn integration
• Guidance on how to prepare your database for the move to 365 using Syncsort data quality
• Information on how to eliminate duplicates and normalize data for the migration to 365 and after you are live
• The value of providing your userbase a clean and refreshed starting point
How to implement Microsoft Dynamics 365 effectively?NexSoftsys
Dynamics 365 comes with powerful data collection and analysis tools that make your sale process even better than ever. You can achieve this with a successful Microsoft Dynamics 365 implementation.
Enterprise Content Management, Documentum Overview. This presentation shows what is ECM, why we need ECM, EMC History, EMC Content Management Portfolio, Documentum and Captiva Products overview
Best Practices for Adopting Microsoft Dynamics 365Precisely
There are many advantages to migrating your on-premise CRM to the cloud-based Microsoft Dynamics 365. Organizations rely on clean CRM data to create single views of their customers. As you prepare to migrate your platform, you want to ensure that the integrity of your data remains intact both during and after the migration. With the right tools, you can have confidence that you are prepared from both a data structure and a data quality perspective.
View this webcast with Microsoft and Syncsort for a fast-paced hour focused on helping you prepare for an on-premise CRM to Dynamics 365 Cloud migration. The content includes:
• Highlights of the Dynamics 365 functionality not available with on-premise CRM including LinkedIn integration
• Guidance on how to prepare your database for the move to 365 using Syncsort data quality
• Information on how to eliminate duplicates and normalize data for the migration to 365 and after you are live
• The value of providing your userbase a clean and refreshed starting point
From APM to Business Monitoring with AppDynamics AnalyticsAppDynamics
Understand how to expand your application performance monitoring to include business intelligence by harnessing Transaction and Log analytics provided in the AppDynamics Analytics plugin.
What is Microsoft Dynamics 365 Business Central & What Does It Mean for My Bu...Callie Wagner
Cloud Microsoft Dynamics 365 Business Central is a business management solution that's connecting people and processes like never before.
Benefits:
From day one it makes ordering, selling, invoicing and reporting easier and faster.
Turn your multiple disconnected systems into one.
Boost efficiency with automated tasks and workflows all from within familiar office tools like Outlook, Word & Excel.
Get a complete picture of your business with built-in intelligence.
With your business running in the cloud, it's easy to change and adapt at your own pace, start with what you need quickly and easily, and be ready for growth.
SharePoint Site Architecture: Flat, Deep or somewhere in the middle?Joanne Klein
Should you go deep with your SharePoint site architecture using only a few site collections, or should you stay flat by having a lot of site collections and very few/no sub sites within? In this "he says, she says" session, Dave and Joanne will share pros and cons of different Site Architecture options in SharePoint. Whether you've been in SharePoint for awhile or in the throes of a migration project, it's never too late to re-evaluate the way you've planned out your sites. Like most things in technology, decisions you make today may cause re-work down the road. This session isn't about what is right in ALL cases, but it will arm you with the knowledge you need to make an informed decision on the site architecture that will work best for your environment.
More and more enterprise companies are migrating to the AWS Cloud and there are a number of reasons why. While every organization is going to have their own unique motivations, common drivers include exiting data centers, increasing business agility, improving workforce productivity, gaining transparency in operational costs and reducing risk.
The AWS Migration Acceleration Program (MAP) is designed to help enterprises that are committed to a migration journey achieve a range of these business benefits by migrating existing workloads to Amazon Web Services. In this session, you will learn about proven migration patterns, methods and tools that AWS has delivered successfully to hundreds of enterprise customers globally that will help you accelerate migrations, reduce risk and quickly realize value.
This session will feature best practices in the real world for deploying AWS cloud services. You will hear about cloud use cases, governance, security, cloud architecture, optimizing costs, and leveraging appropriate support offerings. The session will provide insight into experience from hundreds of government customers’ AWS adoption and highlight lessons learned along the way.
Like any major transformation project, the migration to Cloud requires a compelling business case to justify the move. In this session, we: cover the fundamental commercial levers that AWS provides its customers; work through a framework to help identify the possible benefits of moving to cloud; and, outline the steps required to create a Cloud business case.
According to IDC, AWS run 57.7% of Windows Servers in the Public Cloud. In this session you'll learn key benefits of running Microsoft workloads on AWS. Key innovations, software licensing optimisation, options to reduce risk, reducing risk around End of Support for Windows Server 2008, SQL Server 2008 and how to save over 75% on your SQL Server licensing costs.
Architecture of Dynamics CRM with Office 365 and AzurePedro Azevedo
In this session I explained the relationship between Dynamics 365, Office 365 and Microsoft Azure. Other goal is to explain of easy is to start to develop in this platform.
This presentation shows how to use SAP for end-to-end warranty management, including warranty master set-up, warranty event data collection using ISO 14224 methods, RMA options and processes, and cost recovery.
(WEB304) Running and Scaling Magento on AWS | AWS re:Invent 2014Amazon Web Services
Magento is a leading open source, eCommerce platform used by many global brands. However, architecting your Magento platform to grow with your business can sometimes be a challenge. This session walks through the steps needed to take an out-of-the-box, single-node Magento implementation and turn it into a highly available, elastic, and robust deployment. This includes an end-to-end caching strategy that provides an efficient front-end cache (including populated shopping carts) using Varnish on Amazon EC2 as well as offloading the Magento caches to separate infrastructure such as Amazon ElastiCache. We also look at strategies to manage the Magento Media library outside of the application instances, including EC2-based shared storage solutions and Amazon S3. At the data layer we look at Magento-specific Amazon RDSandndash;tuning strategies including configuring Magento to use read replicas for horizontal scalability. Finally, we look at proven techniques to manage your Magento implementation at scale, including tips on cache draining, appropriate cache separation, and utilizing AWS CloudFormation to manage your infrastructure and orchestrate predictable deployments.
From APM to Business Monitoring with AppDynamics AnalyticsAppDynamics
Understand how to expand your application performance monitoring to include business intelligence by harnessing Transaction and Log analytics provided in the AppDynamics Analytics plugin.
What is Microsoft Dynamics 365 Business Central & What Does It Mean for My Bu...Callie Wagner
Cloud Microsoft Dynamics 365 Business Central is a business management solution that's connecting people and processes like never before.
Benefits:
From day one it makes ordering, selling, invoicing and reporting easier and faster.
Turn your multiple disconnected systems into one.
Boost efficiency with automated tasks and workflows all from within familiar office tools like Outlook, Word & Excel.
Get a complete picture of your business with built-in intelligence.
With your business running in the cloud, it's easy to change and adapt at your own pace, start with what you need quickly and easily, and be ready for growth.
SharePoint Site Architecture: Flat, Deep or somewhere in the middle?Joanne Klein
Should you go deep with your SharePoint site architecture using only a few site collections, or should you stay flat by having a lot of site collections and very few/no sub sites within? In this "he says, she says" session, Dave and Joanne will share pros and cons of different Site Architecture options in SharePoint. Whether you've been in SharePoint for awhile or in the throes of a migration project, it's never too late to re-evaluate the way you've planned out your sites. Like most things in technology, decisions you make today may cause re-work down the road. This session isn't about what is right in ALL cases, but it will arm you with the knowledge you need to make an informed decision on the site architecture that will work best for your environment.
More and more enterprise companies are migrating to the AWS Cloud and there are a number of reasons why. While every organization is going to have their own unique motivations, common drivers include exiting data centers, increasing business agility, improving workforce productivity, gaining transparency in operational costs and reducing risk.
The AWS Migration Acceleration Program (MAP) is designed to help enterprises that are committed to a migration journey achieve a range of these business benefits by migrating existing workloads to Amazon Web Services. In this session, you will learn about proven migration patterns, methods and tools that AWS has delivered successfully to hundreds of enterprise customers globally that will help you accelerate migrations, reduce risk and quickly realize value.
This session will feature best practices in the real world for deploying AWS cloud services. You will hear about cloud use cases, governance, security, cloud architecture, optimizing costs, and leveraging appropriate support offerings. The session will provide insight into experience from hundreds of government customers’ AWS adoption and highlight lessons learned along the way.
Like any major transformation project, the migration to Cloud requires a compelling business case to justify the move. In this session, we: cover the fundamental commercial levers that AWS provides its customers; work through a framework to help identify the possible benefits of moving to cloud; and, outline the steps required to create a Cloud business case.
According to IDC, AWS run 57.7% of Windows Servers in the Public Cloud. In this session you'll learn key benefits of running Microsoft workloads on AWS. Key innovations, software licensing optimisation, options to reduce risk, reducing risk around End of Support for Windows Server 2008, SQL Server 2008 and how to save over 75% on your SQL Server licensing costs.
Architecture of Dynamics CRM with Office 365 and AzurePedro Azevedo
In this session I explained the relationship between Dynamics 365, Office 365 and Microsoft Azure. Other goal is to explain of easy is to start to develop in this platform.
This presentation shows how to use SAP for end-to-end warranty management, including warranty master set-up, warranty event data collection using ISO 14224 methods, RMA options and processes, and cost recovery.
(WEB304) Running and Scaling Magento on AWS | AWS re:Invent 2014Amazon Web Services
Magento is a leading open source, eCommerce platform used by many global brands. However, architecting your Magento platform to grow with your business can sometimes be a challenge. This session walks through the steps needed to take an out-of-the-box, single-node Magento implementation and turn it into a highly available, elastic, and robust deployment. This includes an end-to-end caching strategy that provides an efficient front-end cache (including populated shopping carts) using Varnish on Amazon EC2 as well as offloading the Magento caches to separate infrastructure such as Amazon ElastiCache. We also look at strategies to manage the Magento Media library outside of the application instances, including EC2-based shared storage solutions and Amazon S3. At the data layer we look at Magento-specific Amazon RDSandndash;tuning strategies including configuring Magento to use read replicas for horizontal scalability. Finally, we look at proven techniques to manage your Magento implementation at scale, including tips on cache draining, appropriate cache separation, and utilizing AWS CloudFormation to manage your infrastructure and orchestrate predictable deployments.
La trasformazione digitale è una questione di customer experience e d’innovaz...InSide Training
Lo speech di Annasara Bonandrini (Marketing Manager Italy & Iberica) e Nicola Bugini (Territory account executive Italy) a Creativity Day 2016, tappa di Napoli.
Mobility in Time and Expense Management allows employees to record their time and expenses and obtain approvals - anywhere and anytime. This greatly reduces the time to bill the clients and realize revenues in a timely manner. In addition the management gains better visibility into the cost and time aspects of the projects.
The inventory reservation in Microsoft Dynamics AX , is a complex task.
This process shows the best process we were able to implement when it comes to the inventory reservation
WMS Update: Create Pallet Id in item Transaction Journal Julien Lecadou,MSc.
Usage:
- Transfer pallet quantity from one pallet to another
- Add item inventory to the warehouse
- Transfer item from a cancelled sales order to an opened sales order.
Customizing job shop scheduling using microsoft dynamics ax part2 3Julien Lecadou,MSc.
The Part II and III of this discussion will be focused on:
The presentation of the blown film manufacturing process
The description of the Manufacturing Planning and Control System
What : The diagram describes the business Process Model for the best machine selection in Production Scheduling Who: Business Analyst , Business Leaders, Application Architect
To stay competitive, process manufacturers must continually strive to reduce production and supply chain costs, achieve almost perfect delivery performance, and satisfy an avalanche of customer demands and regulatory requirements. In this webinar, understand how Microsoft Dynamics AX 2012 can help companies to fuel efficiency, reduce risk across the enterprise, meet complex inventory requirements, and respond quickly to changing market conditions.
Microsoft dynamics 365 implementations shreyGupta87
Microsoft Dynamics 365 is a suite of Intelligent Business Applications from Microsoft that enable organizations run all aspects of their operations, and deliver ever improving results through predictive AI drive insights. Dynamics 365 covers the traditional scope of ERP and CRM, and stretches far beyond covering areas that were not conceived of until a couple of years ago.
Readiness for CRM - 11 Steps to Plan & Prepare for CRMPreact Ltd
Presentation demonstrating 11 key steps to help businesses plan and prepare for Customer Relationship Management readiness.
Preact are a UK based consultancy partner helping organisations achieve outstanding success from their CRM strategy.
Visit http://www.preact.co.uk to learn more.
New Dynamics 365 Implementation Guide - Available for downloadDynamics Square
Almost 700 pages of insights and guidance around strategy, initiation, implementation, preparation and operation, Contact us for Dynamics 365 Implementation: https://www.dynamicssquare.com.au/dynamics-365/
Raybiztech helps your organization’s digital transformation with Dynamics 365 to bring growth, velocity & transformation. We are one of the leading Microsoft Partners for you to capture new opportunities across your organization.
This PDF talks about how organizations can get help with the easy implementation of Microsoft Dynamics 365 by hiring a Microsoft Dynamics 365 partner like Alletec.
How to implement Dynamics CRM to empower businesses?NexSoftsys
Microsoft Dynamics CRM implementation will empower your business with integrated tools for Customer management, Lead management, Task Automation, sales improvements, and enhanced visibility.
Project background
Microsoft Dynamics AX 2009 contains a CRM module that allows the users to interact with the organization’s business relations. Note that the CRM module was replaced by the Sales and Marketing Module in Microsoft Dynamics AX 2012 (RTM, R2, R3). While the CRM module is a great module, there are few features that needed to be improved in order to make the CRM module fully functional.
The document is dedicated on how to make the sales quotation feature in the CRM module more powerful and also avoid the usage of multiple software in order to send, amend and track sales quotations.
What’s an insight? Find out how you can consume and combine external data with your Dynamics CRM data to drive new opportunities and importantly insights.
The Problem: EFS not is supported by Windows infrastructure deployed on AWS.
This presentation shows you how to set up NAS / SAN style-like infrastructure on AWS
"A Windows domain is a form of a computer network in which all user accounts, computers, printers and other security principals, are registered with a central database located on one or more clusters of central computers known as domain controllers". (Wikipedia)
Based on this definition, in order to have a Windows Domain, we need the following configuration:
1. Domain Controller
2. Add Computers to the domain
The configuration above seems to be straight forward except that we are in the cloud and more importantly we are on Amazon Web Service (AWS), not on Microsoft Azure (Azure).
Why is this important?
Windows Domains are easy to setup on Azure because they are Microsoft products thus they are natively suited for that environment. This does not mean that we can't setup a good Windows Domain on AWS.
The purpose of this paper is to demonstrate that it is possible to have an Odoo deployment that costs less than $100/month for 50 concurrent users. Moreover, this system will be always available and fault-tolerant and very much scalable. All this, because of its cloud architecture.
Download the file to have the full experience of this demo.
This is a showcase on how you can use Microsoft Dynamics AX 2009 with a mobile scanner. In this demo, we used the Intermec CK 31 mobile scanner.
This program has been implemented directly from the AOS. The application is accessed through the RDP protocole.
Production scheduling Using Microsoft Dynamics AX 2009
How to implement a production scheduling engine using Microsoft Dynamics AX 2009?
The standard Microsoft Dynamics AX 2009’s production scheduling engine considers the following:
A Route is a set of multiple operations sequentially executed.
The link between these operations can be soft or hard.
Each operation uses a specific work center
You can have several route versions to manufacture an item.
And more
In our production environment, a Production Line is a combination of two types of work centers that are a machine (an extruder) and downstream equipment (tools).We’re currently using a manual production scheduling system because there are some differences between the production module in Microsoft Dynamics AX 2009 and our current manual system. The current production routes registered in the system (in Dynamics AX 2009) are just enumeration of operations that in reality are done once at the time of the production.
This is meanly due to the understanding of the standard requirement of the production routing at the time of the implementation. The result of this mistake was a pure and simple abandon of the production scheduling sub module of Microsoft Dynamics AX 2009. Mainly because it will be too hard to maintain several thousand of routes.
Thus, the management decided to rely on its own experience.
The attempt of this paper is to show how we have tackled this complex issue of production scheduling and the lessons that we have learnt.
What : The diagram describes the business Process Model for the Sales Orders entries’ production scheduling
Who: Business Analyst , Business Leaders, Application Architect
What : The diagram describes the business Process Model for Capacity requirement planning
Who: Business Analyst , Business Leaders, Application Architect
This was my first project in mapping processes before we can implement improvement to the organization warehouse management system.
It is not perfect but I would like to share it somehow.
The counting job is the activity that helps count items that have already been made. An inventory count is a snapshot of the current inventory levels.
As soon as you have taken inventory and specified the quantity on hand, the difference between the quantity counted and the snapshot of on-hand inventory is posted as a loss or gain for the item.
The journal of inventory counts shows the on-hand quantity counted compared to the inventory levels. Each count is given a journal number and date. This lets you view data from earlier counts, specifically which counting journal and voucher the count was posted to, and the date of the count.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Executive Directors Chat Leveraging AI for Diversity, Equity, and InclusionTechSoup
Let’s explore the intersection of technology and equity in the final session of our DEI series. Discover how AI tools, like ChatGPT, can be used to support and enhance your nonprofit's DEI initiatives. Participants will gain insights into practical AI applications and get tips for leveraging technology to advance their DEI goals.
Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
for beginners, providing thorough training in areas such as SEO, digital communication marketing, and PPC training in Noida. After finishing the program, students receive the certifications recognised by top different universitie, setting a strong foundation for a successful career in digital marketing.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Dynamics AX 2009 CRM Implementation : The fit gap analysis
1. Dynamics AX 2009 CRM Implementation
The fit gap analysis and solutions
Julien-Robert Lecadou
Lecadou@gmail.com
For Ella Nooren (2012) “Customer Relationship Marketing can be described as the practice of using
marketing activities to establish, develop, and maintain successful long-term customer relationships.
CRM has numerous implications for market planning, employee training, advertising, promotion,
public relations, direct marketing, package design, and more.”
In this paper, we focused our attentions into the fit gap analysis and solutions related to the CRM
implementation. This fit gap analysis is part of a broad range of activities that are needed to be
processed in order to design, develop and deploy a CRM application. We attended several meetings
with the stakeholders in order to implement the solutions. And during those meetings, we understood
that every CRM solution is unique and it should be tailored to the company overall business process
and culture.
2. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
CRM Implementation on Dynamics AX 2009
Background
The company has decided to develop a CRM application following several problems. Among
suchinclude:
- Improve communication channel and tools both internally and externally.
Internally among departments and externally with business relations.
- The lack of marketing automation tools (lead qualifying tool and process)
- Insufficient knowledge base management application that will assist the sales agent with
questions such as: who is the customer? What are their demographics? Who is the decision
maker in the company? Is the contact person loyal to the company?
Objective
- Being able to create and send quotations to customers quickly
- Being able to synchronize emails between Dynamics AX 2009 and Outlook 2010
- Allow dynamics AX to synchronize documents with designed customer’s account
- Create strong customer qualification process.
- Implement an Alert and Reminder system that will keep the users alert and pro-active.
Methodology and Scope of this paper
A Microsoft Dynamics AX implementation generally uses the Microsoft Dynamics SureStep
implementation methodology.
3. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
According to the SureStep methodology, the Analysis, Design, Development, Deployment and
Operation phases represent the five phases of solution delivery, with the Operation phase also
encompassing post-delivery activities, covering the transition of the production solution to support.
Solution Delivery Project Types: The Sure Step Methodology offers the following project types for
Implementation and Upgrade.
The Standard project type is a lean approach for implementing Microsoft Dynamics
solutions at a single site.
The Rapid project type depicts an accelerated approach for implementing Microsoft
Dynamics solutions with minimal or no customizations.
The Enterprise project type represents a standardized approach for implementing Microsoft
Dynamics solutions in complex single-site deployments, or in global/multi-site organization
wherein country/site specific unique business needs have to be factored on top of a core
solution.
The Agile project type represents an iterative approach to implementing Microsoft Dynamics
Solutions at a single site requiring specific features and moderate-to-complex customizations.
While the Standard, Rapid, Enterprise and Upgrade project types are waterfall-based, the Agile
project type uses the Sprint cycle approach to solution deployment.
The Upgrade project type describes the approach to progress an existing Microsoft Dynamics
solution to a subsequent release of that solution. This approach starts with a Technical Upgrade
to address moving existing functionality to the subsequent release. Any new functionality
desired can then be deployed using the above project types, Rapid, Standard, Agile or
Enterprise.
4. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
To successfully implement this project, we will use the agile project type.
Below is the process of the solution delivery.
Architecture, Design Review and Offering Overview
For the purpose of this paper, the scope of this implementation will be focused on the Fit gap analysis
and solutions.
Offering
Offering
Review
Items
Review Items
1. Deep-dive review
of data model
2. Deep-dive Code
1
Review
3. Best practices for
development
Review Items
1. Technology
analysis and
review
2. Server architecture
review
3. Fit Gap Analysis
and Solution
4. High-level
integration
components
review
5. High-level
overview of
transaction
volumes
Review Items
1. Deep-dive
review of
transaction
volumes
2. Plug-in setup
3. Database
indexes
4. Custom
applications
setup
Review Items
1. Customization
review, including
Microsoft Office
Outlook
®
offline Client
2. Hub and Spoke
scenario with
Microsoft Dynamics
CRM
3. Microsoft Dynamics
CRM integration with
other external
applications
4. Custom applications
review
5. Integration using
Microsoft technology
6. Integration between
Microsoft Dynamics
CRM and Microsoft
Dynamics AX
Architecture Review Customization ReviewDesign Review Performance Review
Upgrade Review
Project Governance and Delivery Review
5. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Fit Gap analysis and Solutions
Kickoff Meeting
A kickoff meeting revealed the following expectationsfrom the stakeholders (Vice President, Sales
Department, Marketing Department, IT team, controller):
a) Email synchronization between Dynamics AX and Outlook 2010
b) Quick quotations and notes
c) Documentation synchronization
d) Prospect qualification process
e) Alert and reminders
f) Call Center
g) Campaign management
h) Lead management
PROBLEM 1: using outlook 2010 for email, task and appointments notification
The heavy reliance on MS Outlook as a communication tools has some benefits and drawbacks.
Benefits of Using MS Outlook 2010
The main benefit of using Outlook is that the users are able to access their emails online and
offline.MS Outlook’s calendar application can be used as an appointment reminder and can be set to
schedule recurring events such as weekly meeting on Friday and weekly accounts review by the sales
representative. Outlook is also shipped with Task and a Contact Management application.
Most people who use MS Outlook find it flexible and versatile.
6. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Challenge when using Microsoft Outlook 2010
Even though MS Outlook offers lots of benefits to its users, it is not CRM software thus could not
deliver the following value:
- Assist the Customer Service staff in their daily activities
- There is no integration between Outlook and the company’s inventory and sales database
- Data and documents within Outlook database are not organized by customers.
- A marketing campaign cannot effectively be run on MS Outlook 2010 because even if the
users can send email to customers, it is not possible to measure the efficiency of the campaign.
- It is not possible to manage leads or to render a prospect qualification process.
Solutions to the Gap
With the CRM implementation, MS Outlook 2010 will continue to be the main software to
communicate with the business relations (including current customers, prospects and vendors)
but a synchronization tool will have to be built.
Recommendation to implement the Solution
From MS Outlook 2010, the users can send email, schedules appointments (meetings etc...), set tasks
and make calls. The synchronization tool in MS Dynamics AX 2009 will update the business relations
records (customers, contacts, customers, vendors) with the relevant activities and information.
7. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Synchronization Process
Microsoft Dynamics AX already contains the tools that allow the synchronization of Appointment,
Task and contacts with Microsoft Outlook.
Practical Scenario
Let’s assume that a sales agent made several email exchanges with a customer during a day using
Microsoft Outlook 2010. During these exchanges, they talked about a specific sales order.
The sales agent continued with its daily activities and handled several other communications during
that day.
Few days later, the customer calls back to followup with his/her sales order. How will thesales agents
handle the customer’s request?
Situation 1: without synchronization between Outlook and Dynamics AX 2009
If there is no integration between Outlook and Dynamics 2009, here is how the sales agents will
handle the customers:
- Check Microsoft Outlook to see what the customer’s request was about and check Microsoft
Dynamics AX 2009 to know the status of the sales order.
MS Outlook 2010
•Send email
•Schedule Meeting
•Set task
•Make call
Synchronization
•sync with customer
email
•sync
appointments,tasks
and calls as activities
Dynamics AX 2010
•Appointment
•Tasks
•Contact
Management ( on
demand only)
8. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
- Then, give the customer the appropriate response according to the status of the sales orders.
This scenario gives us the full perspective about the limitations of a non-synchronized system:
- The process of retrieving customer emails from outlook can be cumbersome and could take
more time than expected.
- The fact that MS Outlook is personal and email exchanges are not shared within users, if the
sales agents did not update the customer’s request in the sales order, none of its colleagues will
do so, because they are not aware of the customer’s request.
Situation 2: with synchronization between Outlook and Dynamics AX 2009
When there is synchronization between Microsoft Dynamics AX and Outlook 2010 the following
events happen:
- Every communication (emails, calls using PBX) are synchronized with Microsoft Dynamics
AX 2009. Moreover, if the user chooses the share option after the synchronization, the
customer’s request will be available for any users who have the permission to view it.
- Unlike the first scenario, all emails from this customer will be attached to the customer’s
“folder” in the database. This will allow a quick retrieval of the customer’s request and ensure
a better customer experience.
Problem 2: Using Outlook for Quick Quotation
Benefit: To send a quick quote, the sales agent sends an email to the customer or to the prospect. This
operation usually takes less than 1min so, it is very fast. The advantage of Outlook 2010 against
Dynamics AX 2009 is that sending email from Microsoft Dynamics AX requires several steps that the
sales and marketing teams want to avoid.
9. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Gap: there is no organized way to follow up with the prospect or customer using Outlook 2010.
Solution to the Gap
The implementation team will build a quick quotation form in Microsoft Dynamics AX 2009 using the
most important feature of Outlook 2010 that is sending emails.
Using this form, it will take less than a minute for a sales representative to send a quotation to a
prospect or a customer.
Benefit of the solution: using MS Dynamics AX 2009 to make a quotation
By using Dynamics AX 2009, users will be able to keep the record of the quotation in the database for
further use:
- Using the follow up function the sales team ( or assigned users) will be able to follow up with
prospect about a quotation
- Using the alerts and reminders functionality the system can trigger several other activities in
order to make this opportunity a successful one.
- The CRM can allow a further lead nurturing and more.
Problem 3: Documentation synchronization
A document synchronization application is a technology that is used to organize the company
business relations documents into a database (repository). Currently, there is no document
synchronization application.
10. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
With this application,emails containing important documents such as invoices, ASN (Advance
Shipment Notice), and customer balance reportsare sent directly from MS Dynamics AX 2009 to the
customers.
Benefit of the Document synchronization
The most important benefit of this synchronization is that every document sent to a business relation is
attached to that entity “folder” in the system (MS Dynamics AX 2009 database). This allows a quick
retrieval of the documents and makes the customer service department more proactive and more
efficient.
Problem4:Prospect Qualification Process
The company marketing division has an internal process to qualify a prospect as a customer. A
Prospect is a potential customer.
The company’s challenges are:
- It is difficult and complex to capture and retain customers in a highly competitive environment.
- The sales pipeline should contain well qualified leads.
As of today, we suggest the following solution to the marketing team as steps to follow to
qualify a prospect as a customer:
Solution
Level 1: Create a Business Record
At this phase the user will create a record for the customer. We all agree that by creating this
record, the prospect is fully qualified to be registered in the system.
11. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
At the time of the creation of the new prospect record, the system should check for duplicates.
Level 2: Send information and make contact
This step is reached when a contact has been made with the prospect and/or information about
the company has been sent to the customer.
Level 3: Send Quote
A Prospect reaches this step if only a quotation has been sent to him /her.
Level 4: Send Sample
The sample level is optional because a Prospect can be converted into a customer without
requesting a sample.
Level 5: convert to customer
This is the last step where the prospect is converted into a customer and this also marks the end of the
qualification prospect.
A subsequent task can be done here: Check Prospect credit worthiness. If the prospect is credit worthy,
the sales department can decide to grant a credit line to the customer, if not, the new customer has to
pay in advance.
12. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Business process diagram of the solution
Level 1 : Business
Relation
Start
Level 2 : Make
Contact
Level 3: Process
Quote
Level 4 : Sample
Level 5 : convert to
Customers
End of prospect
Qualification Process
Yes
Sampleneeded No
Prospect Qualification Process
Most modern marketing teams use Business Process Management Suite (BPMS) and workflow
management software to render their daily marketing activities. The leaders in that industry are
IBM,Microsoft, Oracle and OpenText according to Forrester (2013).
This category of software gives lots of control to an organization’s workflow management in general
and a better customer retention to the marketing team in particular. But they are expensive and for a
small marketing team, it can be overwhelming if there are too many validations.
During the discussion with the marketing team, it was clear that they were looking for a lightweight
application. For Margaret Rouse (2005) “In information technology, the term lightweight is
sometimes applied to a program, protocol, device, or anything that is relatively simpler or faster or that
has fewer parts than something else.”
Based on these new requirements, our implementation strategy is now focused on delivering a
lightweight application. This application should be fast, intuitive and would require less validation to
13. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
suit the user’s needs. But a lightweight does not mean that the application should be simplistic. We
will make sure that the application responds to the following constraints:
- Security using Windows Active directory
- Sandboxed into Microsoft Dynamics AX
- Using Dynamics AX permission
- Work under the user profile and the user preferences
- Windows authentication
14. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Implementation of the Solution using model diagram
Level 1: Create a Business Relation record
Start
Retrieve customer
list
Terminate
business Relation
Creation
Evaluate contact
Is contact
Qualified to be
business
relation?
No
Create business
relation record
End of Business
Relation creation
Business Relation Creation
The process starts when the sales agent receives a list of names also called Leads (companies or
contact persons). The sales agent evaluates the contact based on several criteria put in place by the
company and also based on his own experience. At this step, it is not forbidden to initiate a contact (a
phone call or an email) with the name.
Once, the sales agent finds that it’s worthy to qualify the Names as a business relation; he/she will go
ahead and create the business relation record. This marks the end of the level 1.
Level 2: Send information and make contact
The second step of the prospect qualification process starts as soon as the Name is qualified as a
prospect and a record is created.
15. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
At this step, the sales agent will initiate a formal contact with the new prospect and he/ she will take
that opportunity to present the company and its products. The sales will make sure to understand the
prospect business and which specific product can fit its needs.
A Prospect can also be dropped out from the company’s business relation records if the sales agents
think that after the initial contacts with the prospect, it is not worth following this lead.
Let’s assume everything goes well. The sales agent could schedule more meetings with the prospect
and during those meetings he /she could make some demos or drop some samples.
ProspectSalesAgent
Start
Initiate Contact w/
Contact
Initiate contact
Multi contact
Failure
Terminate
Prospect Qualification
Evaluate contact
Is contact
Qualified as
Prospect
No
Yes
Feedback
received
Make Contact with Prospect
Prospect
sem
Send Prospect to
lead nurturing
Send customer to
Level 3
Is prospect
showing any
interest ?
No
Initiate meeting/
demo etc..
Yes
Broadcast
prospect availability
Initiate negotiation
activities
End Level 2
Sometimes, the Prospect wants a specific bag but this bag is not currently manufactured by the
company. The sales agent will take the chance of a sales call to gather thespecifications of this
potential item or guide the prospect on how to use the online plastics bags customization tools.
16. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
But if after the demos, meetings and sales calls the prospect is still not inserted to be our customer, the
prospect is sent to the “lead to nurturing” process.
Level 3 and 4: Send quote, sample and convert prospect
At the level 3 the sales agent will send a quotation to the prospect. And if a sample is needed after the
prospect qualification process is sent to level 4. Then if the prospect wants to buy from the company,
the prospect is converted into a customer.
17. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Risks associated with the implementation CRM
CRM Critical success factors
- Management involvement (executive commitment)
- Management Risk ( minimize risk exposure)
- Data integrity ( common across the enterprise)
- Security Management
- culture shift ( from product centric to Customer centric)
- Performance metrics (determine metrics / establish baseline)
- Business Process Management
CRM implementation risk exposure
Implementation risk diagram
CRM Risk
exposure
Change
Management
Success Criteria
Scope
Management
Roles &
Responsabilities
Stackholder
management
Vision and
Strategy
18. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Conclusion
Customer relationship management (CRM) helps companies unlock the full value of their relationship
assets, accelerating revenue and profit growth. The core processes of a customer relationship
management system merge the so-called islands of relationship information into one comprehensive
database.
In this paper, we focused our attentions into the fit gap analysis and solutions related to the CRM
implementation. This fit gap analysis is part of a broad range of activities that are needed to be
processed in order to design, develop and deploy a CRM application.
We attended several meetings with the stakeholders in order to implement the solutions. And during
those meetings, we understood that every CRM solution is unique and it should be tailored to the
company overall business process and culture.
Reference
Robert Shaw (1991), Computer Aided Marketing & Selling, Butterworth Heinemann
Ella Noreen (2012), the Impact of CRM on Fujitsu as a Service Providing Company, Retrieve
03/22/2012,https://estudogeral.sib.uc.pt/bitstream/10316/21510/1/Ella%20Nooren_Tese%20Mestrado
%20Marketing_O%20impacto%20de%20CRM%20na%20Fuji.pdf
Microsoft (2010), CRM Implementation methodology, Microsoft Dynamics SureStep 2010
Margaret Rouse (2005), lightweight application definition, Retrieve 03/24/2014
http://whatis.techtarget.com/definition/lightweight
19. Dynamics AX 2009 CRM implementation: the Fit gap analysis and solutions
Microsoft, Microsoft Dynamics AX, Retrieve 03/22/2014 http://www.microsoft.com/en-
us/dynamics/erp-ax-overview.aspx
Microsoft (2010), what’s new in Microsoft Outlook 2010, Retrieve 03/22/2012
http://office.microsoft.com/en-us/outlook-help/what-s-new-in-microsoft-outlook-2010-
HA010354412.aspx
Clay Richardson and Derek Miers (2013), The Forrester Wave™: BPM Suites Q1 2013, Retrieve
03/22/2013 http://public.dhe.ibm.com/software/solutions/soa/pdfs/forresterwave_bpmste.pdf
Julien R Lecadou (2014),Make and Receive calls using Dynamics AX 2009 with Panasonic CA,
Retrieve 03/22/2014 http://www.slideshare.net/lecadoujr/making-call-with-panasonic-
communications-assistance