The document discusses Pivotal CRM's 3-tier architecture and how it drives low total cost of ownership. The architecture separates data from metadata and provides flexibility, scalability and deployability. It is built on Microsoft .NET and uses a standards-based approach to integration. This facilitates customization, integration and deployment while reducing the costs that make up 90% of the CRM lifecycle.
The document discusses cloud middleware and various cloud platforms. It provides details about Eucalyptus, OpenStack, Ubuntu Enterprise Cloud, Amazon EC2, Google App Engine, and their components. Eucalyptus is an open-source software for building private and hybrid clouds. It implements Amazon Web Services APIs and interfaces. OpenStack is an open-source cloud platform consisting of modules like Nova, Swift, Glance, Keystone and Horizon. Ubuntu Enterprise Cloud is a commercial version of Eucalyptus that provides tools for managing infrastructure and users. Amazon EC2 and Google App Engine are commercial cloud platforms that allow deploying and scaling web applications.
Software architecture & design patterns for MS CRM Developers sebedatalabs
The document discusses a presentation on software architecture and design patterns for developers. The agenda includes discussing architectural patterns and styles, as well as design patterns for topics like master data management, data quality, connected systems, complex event processing, long running processes, and mashups. The presentation aims to provide optimal patterns and solutions to common problems in these domains.
Black box testing is a software testing method where the internal structure of the item being tested is not known to the tester. It focuses on the functional requirements and tests the functionality of an application without looking at the internal code or structure. Black box testing can find errors in functions, interfaces, data structures, performance, initialization and termination. It is applicable to integration, system and acceptance testing levels. Common techniques include equivalence partitioning, boundary value analysis and cause-effect graphing.
Software Testing Strategies ,Validation Testing and System Testing.Tanzeem Aslam
1. The document presents strategies for software testing by four individuals for their professor Sir Salman Mirza.
2. It discusses various types of software testing like unit testing, integration testing, validation testing, and system testing. Unit testing focuses on individual components while integration testing focuses on how components work together.
3. Validation testing ensures the software meets user requirements, while system testing evaluates the entire integrated system. Testing aims to find errors and should begin early in the development process.
Infrastructure Testing: The Ultimate “Shift Left”TechWell
Organizations worldwide are continually required to make significant investments in upgrading, re-engineering, and protecting their IT infrastructure. However, unlike application software development, many companies lack a structured quality assurance approach for infrastructure testing. Creating an infrastructure quality practice is an answer, but it's not without its challenges. However, if your company is interested in avoiding headline-grabbing outages, rooted in deployment problems with infrastructure—server, network, storage, middleware, telephony, hardware, IT security, cloud, virtual, and Data Center Ops—then come to this session. Carl Delmolino and Hitesh Patel explain how to identify and address infrastructure testing opportunities, how to build a diversely skilled infrastructure test team, and how to apply familiar SDLC testing process rigor to enterprise-level infrastructure change. When addressed effectively, infrastructure testing is risk mitigation at the far end of “left,” reduces organizational technical risk, and helps ensure higher system availability for employees and customers, alike.
The document discusses software testing, outlining key achievements in the field, dreams for the future of testing, and ongoing challenges. Some of the achievements mentioned include establishing testing as an essential software engineering activity, developing test process models, and advancing testing techniques for object-oriented and component-based systems. The dreams include developing a universal test theory, enabling fully automated testing, and maximizing the efficacy and cost-effectiveness of testing. Current challenges pertain to testing modern complex systems and evolving software.
OfferLetter for Internship at CodeSpeedy Technology Private LimitedHarshParmar78
Harsh Yogeshbhai Parmar has been offered an internship as a Python Programmer with CodeSpeedy Technology Private Limited. The internship will last from February 10, 2020 to March 30, 2020, during which he must submit at least 20 computer programming tutorials or articles. Upon successful completion, he will receive an internship certificate. The company reserves the right to terminate the internship if he misbehaves or copies content without permission.
The document discusses quality attributes that are important factors in software engineering. It defines quality attributes as the degree to which software possesses desired characteristics like reliability, interoperability. Architecture alone cannot achieve qualities - it must consider factors for each attribute. Common quality attributes are grouped into design, runtime, system, user, non-runtime, architecture, and business qualities. Examples of attributes discussed include maintainability, performance, security, availability, testability and usability. Quality attributes are assessed using scenarios describing stimuli, environment, system response and measures.
The document discusses cloud middleware and various cloud platforms. It provides details about Eucalyptus, OpenStack, Ubuntu Enterprise Cloud, Amazon EC2, Google App Engine, and their components. Eucalyptus is an open-source software for building private and hybrid clouds. It implements Amazon Web Services APIs and interfaces. OpenStack is an open-source cloud platform consisting of modules like Nova, Swift, Glance, Keystone and Horizon. Ubuntu Enterprise Cloud is a commercial version of Eucalyptus that provides tools for managing infrastructure and users. Amazon EC2 and Google App Engine are commercial cloud platforms that allow deploying and scaling web applications.
Software architecture & design patterns for MS CRM Developers sebedatalabs
The document discusses a presentation on software architecture and design patterns for developers. The agenda includes discussing architectural patterns and styles, as well as design patterns for topics like master data management, data quality, connected systems, complex event processing, long running processes, and mashups. The presentation aims to provide optimal patterns and solutions to common problems in these domains.
Black box testing is a software testing method where the internal structure of the item being tested is not known to the tester. It focuses on the functional requirements and tests the functionality of an application without looking at the internal code or structure. Black box testing can find errors in functions, interfaces, data structures, performance, initialization and termination. It is applicable to integration, system and acceptance testing levels. Common techniques include equivalence partitioning, boundary value analysis and cause-effect graphing.
Software Testing Strategies ,Validation Testing and System Testing.Tanzeem Aslam
1. The document presents strategies for software testing by four individuals for their professor Sir Salman Mirza.
2. It discusses various types of software testing like unit testing, integration testing, validation testing, and system testing. Unit testing focuses on individual components while integration testing focuses on how components work together.
3. Validation testing ensures the software meets user requirements, while system testing evaluates the entire integrated system. Testing aims to find errors and should begin early in the development process.
Infrastructure Testing: The Ultimate “Shift Left”TechWell
Organizations worldwide are continually required to make significant investments in upgrading, re-engineering, and protecting their IT infrastructure. However, unlike application software development, many companies lack a structured quality assurance approach for infrastructure testing. Creating an infrastructure quality practice is an answer, but it's not without its challenges. However, if your company is interested in avoiding headline-grabbing outages, rooted in deployment problems with infrastructure—server, network, storage, middleware, telephony, hardware, IT security, cloud, virtual, and Data Center Ops—then come to this session. Carl Delmolino and Hitesh Patel explain how to identify and address infrastructure testing opportunities, how to build a diversely skilled infrastructure test team, and how to apply familiar SDLC testing process rigor to enterprise-level infrastructure change. When addressed effectively, infrastructure testing is risk mitigation at the far end of “left,” reduces organizational technical risk, and helps ensure higher system availability for employees and customers, alike.
The document discusses software testing, outlining key achievements in the field, dreams for the future of testing, and ongoing challenges. Some of the achievements mentioned include establishing testing as an essential software engineering activity, developing test process models, and advancing testing techniques for object-oriented and component-based systems. The dreams include developing a universal test theory, enabling fully automated testing, and maximizing the efficacy and cost-effectiveness of testing. Current challenges pertain to testing modern complex systems and evolving software.
OfferLetter for Internship at CodeSpeedy Technology Private LimitedHarshParmar78
Harsh Yogeshbhai Parmar has been offered an internship as a Python Programmer with CodeSpeedy Technology Private Limited. The internship will last from February 10, 2020 to March 30, 2020, during which he must submit at least 20 computer programming tutorials or articles. Upon successful completion, he will receive an internship certificate. The company reserves the right to terminate the internship if he misbehaves or copies content without permission.
The document discusses quality attributes that are important factors in software engineering. It defines quality attributes as the degree to which software possesses desired characteristics like reliability, interoperability. Architecture alone cannot achieve qualities - it must consider factors for each attribute. Common quality attributes are grouped into design, runtime, system, user, non-runtime, architecture, and business qualities. Examples of attributes discussed include maintainability, performance, security, availability, testability and usability. Quality attributes are assessed using scenarios describing stimuli, environment, system response and measures.
Nimbus provides cloud-based web services for businesses to connect with customers, including file sharing, email marketing, publishing newsletters, and scheduling appointments. It offers three pricing tiers - a basic personal plan for $30/year, a business plan for $55/month plus $11/employee, and a negotiable enterprise plan. Nimbus prioritizes security with encrypted file storage across secure data centers, hardened websites, and physical security measures at its data center facilities.
This document discusses software mining and datasets. It begins by introducing Tao Xie and his research group at the University of Illinois which focuses on software analytics. It then discusses different types of software services and data, how data has become more pervasive, and challenges in making repositories more actionable. Key topics in software analytics research are discussed including the goal of enabling insights for practitioners. Examples of mined information from different repository types like source code, bug reports, and mailing lists are provided.
The document discusses using GPS for distributed systems. It first explains that GPS is a global satellite system that provides location and time information via signals from a minimum of 24 satellites. It then describes how GPS works by using signals from at least 3 satellites to calculate 2D position, and 4 or more satellites for 3D position. Finally, it outlines how GPS can be used for clock synchronization across distributed systems to coordinate events and enable applications based on geographic location.
The document discusses various topics related to software testing including:
1. The goals of testing are to prevent bugs through early testing and reduce perceived risk of software not working through testing.
2. There are different phases of testing including unit, integration, and system testing with different objectives at each level.
3. Effective testing requires models of the software, environment, potential bugs, and tests themselves which are refined based on unexpected results.
4. Oracles or specifications of expected test outcomes are needed to conduct rigorous testing and reduce the effort of predicting outcomes for each test. Prior test suites and commercial oracles can provide expected outcomes.
This document discusses reaching Level 3 process maturity in the TMMi (Test Maturity Model integration) framework. It provides an overview of the five levels of testing process maturity in TMMi, from Level 1: Initial to Level 5: Optimization. It then focuses on the specific practices required at Level 2, including establishing a test policy and strategy, performing test planning, monitoring and control, designing and executing tests, and developing test environments. For each process area at Level 2, it lists the specific goals and practices and provides brief guidelines for implementing them.
This document discusses qTest, a test case management tool from QASymphony. It provides an overview of qTest's features and advantages. The key features include increased productivity, improved collaboration, seamless integration, project planning, and scalability. The main advantages listed are the quick setup, simple user interface, test planning capabilities, requirements tracking, test design/execution, defect logging, customization options, and integration with other systems. A workflow diagram also shows how different roles interact with qTest throughout the testing process.
The document summarizes Hadoop, an open source software framework for distributed storage and processing of large datasets across clusters of computers. It discusses Hadoop's history and approach which involves two phases: data distribution across nodes and isolated map-reduce processing. Key benefits of Hadoop include its ability to process large, complex datasets in a distributed manner and move computation to data instead of moving data. Popular applications of Hadoop include search, log processing, recommendations and data warehousing. Major companies that use Hadoop include Amazon, Facebook, Google, IBM and Yahoo.
Smoke Testing is a testing strategy that is motivated from elements testing, which assessments for the smoke from the hardware elements once the hardware’s power is turned on. In the same way in Application testing or functional testing perspective, smoke testing relates to test the standard performance of the develop.
This document summarizes a project titled "Placement Management System" submitted by Mehul Ranavasiya and Devashish Vaghela towards fulfilling requirements for a Bachelor of Technology degree. The project was developed under the guidance of Dr. Madhuri Bhavsar and aims to develop a web-based system for managing student and company information related to training and placement activities. The document includes sections on introduction, system analysis, design, testing, future enhancements, and bibliography.
Verification and Validation (V&V) are used to ensure software quality. Verification confirms that the software meets its design specifications, while Validation confirms it meets the user's requirements. There are different types of reviews conducted at various stages of development to detect defects early. Reviews include informal peer reviews, semiformal walkthroughs, and formal inspections. Standards help improve quality by providing consistent processes and frameworks for software testing.
The document discusses various aspects of the software testing process including verification and validation strategies, test phases, metrics, configuration management, test development, and defect tracking. It provides details on unit testing, integration testing, system testing, and other test phases. Metrics covered include functional coverage, software maturity, and reliability. Configuration management and defect tracking processes are also summarized.
This document discusses software engineering and software quality assurance. It begins by defining software and describing a case study on the Therac-25 radiation therapy machine which suffered from a software failure disaster. It then covers classification of causes of software errors, definitions of software quality from IEEE and Pressman, and objectives of SQA activities. Key causes of errors listed include faulty requirements, client-developer communication failures, deliberate deviations from requirements, logical design errors, coding errors, non-compliance with documentation, shortcomings in testing, procedure errors, and documentation errors. The document also discusses definitions of quality assurance and quality control and the goals of SQA in software development and maintenance.
This document provides information on test management based on the ISTQB (International Software Testing Qualifications Board) syllabus. It discusses the importance of independent testing, test planning, estimation strategies, test progress monitoring, configuration management, risk management, and reporting test status. Key aspects covered include organizing independent versus integrated test teams, factors to consider in test planning, estimation techniques, test strategies, and test leader and tester roles and responsibilities.
This document discusses task-based programming models for distributed computing. It defines tasks as distinct units of code that can be executed remotely. Task computing provides distribution by harnessing multiple computing nodes, unlike multithreaded computing within a single machine. The document categorizes task computing into high-performance, high-throughput, and many-task computing. It also describes popular task computing frameworks like Aneka, Condor, Globus Toolkit, and describes developing applications using the Aneka task programming model.
The document discusses the components of an information security blueprint, including policies, standards, practices, and a security education program. It describes developing an enterprise security policy and issue-specific policies. The blueprint provides a plan for security controls, technologies, and training to ensure the organization's information is protected. It is the basis for designing and implementing all aspects of the security program.
The Oracle PL/SQL compiler does much more than compile code. It also automatically optimizes code, supports conditional compilation, and compile-time warning (lint checking).
APNIC Chief Scientist Geoff Huston introduces the IETF, including the emergence of the IETF, the IETF culture-kings, voting and running code, today’s IETF and some new opinions at APAN 54, held in a hybrid format from 22 to 26 August 2022 in Jinan, China.
Google App Engine is cloud computing technology. Google App Engine is software that facilitates the user to run his web applications on Google infrastructure
This document discusses the importance of choosing a flexible customer relationship management (CRM) system that can adapt to changing business needs and priorities. It states that businesses need technology that can respond quickly to shifts in strategy, processes, regulations, and market conditions. The document advocates for a CRM system with configurable and customizable features built on a flexible architecture and platform. This allows the CRM to easily change how and what customer data is presented and accessed, integrate with other systems, and modify security settings and workflows without needing to alter source code.
The document discusses upgrading to the latest version of Pivotal CRM. It highlights new features like enabling access to CRM on BlackBerry devices, expanded marketing capabilities through SMS support, and improved integration tools. Upgrading can help businesses empower mobile sales teams, expand their reach, encourage wider CRM usage, reduce integration costs and complexity, and optimize implementations. The document recommends contacting an account manager to learn how Pivotal Upgrade Services can help with a successful transition.
Nimbus provides cloud-based web services for businesses to connect with customers, including file sharing, email marketing, publishing newsletters, and scheduling appointments. It offers three pricing tiers - a basic personal plan for $30/year, a business plan for $55/month plus $11/employee, and a negotiable enterprise plan. Nimbus prioritizes security with encrypted file storage across secure data centers, hardened websites, and physical security measures at its data center facilities.
This document discusses software mining and datasets. It begins by introducing Tao Xie and his research group at the University of Illinois which focuses on software analytics. It then discusses different types of software services and data, how data has become more pervasive, and challenges in making repositories more actionable. Key topics in software analytics research are discussed including the goal of enabling insights for practitioners. Examples of mined information from different repository types like source code, bug reports, and mailing lists are provided.
The document discusses using GPS for distributed systems. It first explains that GPS is a global satellite system that provides location and time information via signals from a minimum of 24 satellites. It then describes how GPS works by using signals from at least 3 satellites to calculate 2D position, and 4 or more satellites for 3D position. Finally, it outlines how GPS can be used for clock synchronization across distributed systems to coordinate events and enable applications based on geographic location.
The document discusses various topics related to software testing including:
1. The goals of testing are to prevent bugs through early testing and reduce perceived risk of software not working through testing.
2. There are different phases of testing including unit, integration, and system testing with different objectives at each level.
3. Effective testing requires models of the software, environment, potential bugs, and tests themselves which are refined based on unexpected results.
4. Oracles or specifications of expected test outcomes are needed to conduct rigorous testing and reduce the effort of predicting outcomes for each test. Prior test suites and commercial oracles can provide expected outcomes.
This document discusses reaching Level 3 process maturity in the TMMi (Test Maturity Model integration) framework. It provides an overview of the five levels of testing process maturity in TMMi, from Level 1: Initial to Level 5: Optimization. It then focuses on the specific practices required at Level 2, including establishing a test policy and strategy, performing test planning, monitoring and control, designing and executing tests, and developing test environments. For each process area at Level 2, it lists the specific goals and practices and provides brief guidelines for implementing them.
This document discusses qTest, a test case management tool from QASymphony. It provides an overview of qTest's features and advantages. The key features include increased productivity, improved collaboration, seamless integration, project planning, and scalability. The main advantages listed are the quick setup, simple user interface, test planning capabilities, requirements tracking, test design/execution, defect logging, customization options, and integration with other systems. A workflow diagram also shows how different roles interact with qTest throughout the testing process.
The document summarizes Hadoop, an open source software framework for distributed storage and processing of large datasets across clusters of computers. It discusses Hadoop's history and approach which involves two phases: data distribution across nodes and isolated map-reduce processing. Key benefits of Hadoop include its ability to process large, complex datasets in a distributed manner and move computation to data instead of moving data. Popular applications of Hadoop include search, log processing, recommendations and data warehousing. Major companies that use Hadoop include Amazon, Facebook, Google, IBM and Yahoo.
Smoke Testing is a testing strategy that is motivated from elements testing, which assessments for the smoke from the hardware elements once the hardware’s power is turned on. In the same way in Application testing or functional testing perspective, smoke testing relates to test the standard performance of the develop.
This document summarizes a project titled "Placement Management System" submitted by Mehul Ranavasiya and Devashish Vaghela towards fulfilling requirements for a Bachelor of Technology degree. The project was developed under the guidance of Dr. Madhuri Bhavsar and aims to develop a web-based system for managing student and company information related to training and placement activities. The document includes sections on introduction, system analysis, design, testing, future enhancements, and bibliography.
Verification and Validation (V&V) are used to ensure software quality. Verification confirms that the software meets its design specifications, while Validation confirms it meets the user's requirements. There are different types of reviews conducted at various stages of development to detect defects early. Reviews include informal peer reviews, semiformal walkthroughs, and formal inspections. Standards help improve quality by providing consistent processes and frameworks for software testing.
The document discusses various aspects of the software testing process including verification and validation strategies, test phases, metrics, configuration management, test development, and defect tracking. It provides details on unit testing, integration testing, system testing, and other test phases. Metrics covered include functional coverage, software maturity, and reliability. Configuration management and defect tracking processes are also summarized.
This document discusses software engineering and software quality assurance. It begins by defining software and describing a case study on the Therac-25 radiation therapy machine which suffered from a software failure disaster. It then covers classification of causes of software errors, definitions of software quality from IEEE and Pressman, and objectives of SQA activities. Key causes of errors listed include faulty requirements, client-developer communication failures, deliberate deviations from requirements, logical design errors, coding errors, non-compliance with documentation, shortcomings in testing, procedure errors, and documentation errors. The document also discusses definitions of quality assurance and quality control and the goals of SQA in software development and maintenance.
This document provides information on test management based on the ISTQB (International Software Testing Qualifications Board) syllabus. It discusses the importance of independent testing, test planning, estimation strategies, test progress monitoring, configuration management, risk management, and reporting test status. Key aspects covered include organizing independent versus integrated test teams, factors to consider in test planning, estimation techniques, test strategies, and test leader and tester roles and responsibilities.
This document discusses task-based programming models for distributed computing. It defines tasks as distinct units of code that can be executed remotely. Task computing provides distribution by harnessing multiple computing nodes, unlike multithreaded computing within a single machine. The document categorizes task computing into high-performance, high-throughput, and many-task computing. It also describes popular task computing frameworks like Aneka, Condor, Globus Toolkit, and describes developing applications using the Aneka task programming model.
The document discusses the components of an information security blueprint, including policies, standards, practices, and a security education program. It describes developing an enterprise security policy and issue-specific policies. The blueprint provides a plan for security controls, technologies, and training to ensure the organization's information is protected. It is the basis for designing and implementing all aspects of the security program.
The Oracle PL/SQL compiler does much more than compile code. It also automatically optimizes code, supports conditional compilation, and compile-time warning (lint checking).
APNIC Chief Scientist Geoff Huston introduces the IETF, including the emergence of the IETF, the IETF culture-kings, voting and running code, today’s IETF and some new opinions at APAN 54, held in a hybrid format from 22 to 26 August 2022 in Jinan, China.
Google App Engine is cloud computing technology. Google App Engine is software that facilitates the user to run his web applications on Google infrastructure
This document discusses the importance of choosing a flexible customer relationship management (CRM) system that can adapt to changing business needs and priorities. It states that businesses need technology that can respond quickly to shifts in strategy, processes, regulations, and market conditions. The document advocates for a CRM system with configurable and customizable features built on a flexible architecture and platform. This allows the CRM to easily change how and what customer data is presented and accessed, integrate with other systems, and modify security settings and workflows without needing to alter source code.
The document discusses upgrading to the latest version of Pivotal CRM. It highlights new features like enabling access to CRM on BlackBerry devices, expanded marketing capabilities through SMS support, and improved integration tools. Upgrading can help businesses empower mobile sales teams, expand their reach, encourage wider CRM usage, reduce integration costs and complexity, and optimize implementations. The document recommends contacting an account manager to learn how Pivotal Upgrade Services can help with a successful transition.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Pivotal CRM's web platform is architected for optimal performance over local and wide area networks. Its flexible architecture addresses factors that impact CRM performance and scalability, such as minimizing server round trips, caching frequently used data and metadata, load balancing application servers, and leveraging local workstation resources. Ultimately, Pivotal CRM aims to improve user productivity by streamlining navigation, enabling one-click access to common tasks, and personalizing the interface for each user's role and needs.
Pivotal Upgrade Services can help organizations successfully upgrade their platform, access methods, and applications. The benefits include accelerating implementation timelines and costs, reducing risks, and managing complexity. Pivotal Upgrade Services draws on tools, methodologies, and expertise to deliver a predictable and low-risk upgrade that protects existing customizations. Considerations for a successful upgrade include identifying customizations, integrating systems, assessing performance demands, understanding data models and architectures, determining integration efforts, and preparing users.
The executive Guide to CRM architechturePivotal CRM
Explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur—enabling them to attain and maintain a competitive advantage.
Dynamics Crm Reference Architecture Version 1.0dekini
This document provides an overview of the key architectural components of Microsoft Dynamics CRM 2011 including the core CRM components, extended CRM capabilities, deployment in the cloud, and considerations for performance and scalability. It describes Dynamics CRM 2011 as a set of logical components including the server architecture, integration points, and user authentication methods. The reference architecture is intended to help guide deployment and management of Dynamics CRM 2011 instances.
Finding The Right Cloud Solution Wp111455Erik Ginalick
This document discusses finding the right cloud solution for businesses' needs. It defines cloud computing as having four categories: Software as a Service (SaaS), Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Managed Services. Good cloud solutions give small and medium businesses access to technology capabilities without large upfront costs. They can pay for the level of service needed and easily upgrade resources. This allows SMBs to streamline operations and scale in a cost effective manner.
Case4 customer relationship management heads to the cloud dyadelm
Salesforce is the world's largest customer relationship management (CRM) system. It was founded in 1999 and has over 82,000 customers. Salesforce provides cloud-based CRM solutions for marketing, sales, services, and other functions. It offers advantages like low upfront costs, automatic updates, and scalability. However, some disadvantages are less control over the system and potential security and privacy risks from storing data in the cloud. When deciding between cloud-based or traditional CRM, organizations should consider people, technology, and issues like costs, security, customization needs, and change management.
Pivotal Contact Center provides a fully integrated customer relationship management (CRM) solution for businesses, including a contact center that supports multiple communication channels. It offers flexibility to customize business processes, empowering agents to manage customer interactions across channels from a consolidated desktop. When deployed with the full Pivotal CRM Suite, it provides a 360-degree view of customers to maximize satisfaction and revenue opportunities.
Case : Customer Relationship Management Heads to the CloudAya Wan Idris
Salesforce is the world's leading cloud-based CRM platform. It allows companies to manage customer relationships and business processes using its customizable and scalable software-as-a-service model. This provides benefits such as low upfront costs, automatic updates, and access from any device. However, some disadvantages include less control over the system and potential security and availability issues from relying on an external provider. When deciding between traditional on-premise CRM or cloud-based options, companies should consider people, organizational, and technology factors like risk assessment, human resource needs, security, and system dependencies.
The document provides an overview of Project-CRM 4.0, a CRM solution powered by Microsoft Dynamics CRM 4.0. It discusses typical challenges in enterprise CRM implementations and how Project-CRM addresses these challenges through everyday usability, enterprise flexibility, efficient manageability, actionable analytics, and performance and scalability. The benefits of Project-CRM for both business users and IT are also summarized.
Cloud-based CRM systems have several advantages over traditional on-premise systems:
1) They reduce costs compared to legacy on-premise systems and allow small/mid-sized businesses to access features typically only available to larger enterprises.
2) They are easier to deploy since the cloud provider handles infrastructure issues like hardware, software, and maintenance.
3) Downtime and data loss are less of a risk since daily backups and high uptime SLAs are standard with cloud CRM providers.
4) Mobility and accessibility are improved as users can access the CRM from any device or location through an internet connection.
The document discusses using a customer relationship management (CRM) system in a cooperative storage cloud. It proposes this approach to address issues with CRM accessibility, affordability for small businesses, ease of deployment and upgrading. A cooperative storage cloud stores data on multiple participant-hosted computers rather than dedicated servers. This could provide an affordable way for small businesses to use cloud-based CRM, which offers benefits like accessibility from anywhere and integration with other data sources.
Sentri's Microsoft dynamics CRM presentationSentri
The document discusses Microsoft Dynamics CRM 2011 and how it enables productivity through integrated business technology. It highlights key capabilities of Dynamics CRM 2011 like the sales conversation features that help improve sales efficiency and effectiveness through familiar Outlook-like experiences, real-time filtering and conditional formatting for instant lead scoring, Excel export/import for improved data quality, and team ownership for better team selling. The document also discusses the extended CRM conversation and how Dynamics CRM leverages the flexible xRM framework to track additional relationships and assets.
Top cloud CRM overview. Part 1 - Choosing the right CRM solutionEugene Zozulya
Cloud CRM is a software as a service, hosted in a public or private cloud, that allows users to access application and their data remotely. Hosted CRM software can be either single- or multi-tenant. Single-tenant means that each of the vendor’s servers contains one organization’s data. Multi-tenant means that computing resources (servers, databases, etc.) are shared among many different organizations.
Choosing the right CRM solution always a challenge, especially for enterprises. For many small and medium-sized businesses always costs associated with purchasing, installing and implementing a CRM system can greatly overshadow the benefits.
Cloud CRM with free trial can be an easy way to try out you key CRM processes without upfront investments
Pivotal CRM 6.0 is a customer relationship management platform that increases user adoption, lowers costs, and easily adapts to change. It features a familiar Microsoft-like interface, enables users to personalize the system, and drives users through best practices with customizable workflows. The platform also improves productivity through seamless integration with Microsoft apps and lowers IT costs through reduced customization and deployment costs.
With the right CRM comes the opportunity for Along the way, IT managers need an integratedcompanies to really get to know their customers, set of technologies—from websites to databasestheir needs, preferences and their buying and data mining tools—to make it work.patterns.
The document provides a high-level overview of a customer relationship management (CRM) system architecture. It includes various CRM modules such as marketing, loyalty programs, sales force automation, call centers, field service, order management, and self-service eBilling. It also shows how these modules relate and integrate with each other through a centralized CRM platform. The diagram aims to illustrate the key components and functions of a CRM system and how they work together.
Pivotal Mobile Customer Relationship Management (CRM) applications provide a range of solutions that ensure a sale is never delayed because of limited access to critical data.
The Pivotal CRM team at CDC Software is a leading provider of customer relationship management (CRM) software applications. Pivotal CRM is the only CRM solution offering rich functionality, a full application suite, and best-in-class customization capabilities, all with a low total cost of ownership
The Pivotal Service suite has been designed to drive improvements in customer service while reducing operating and maintenance costs throughout the customer lifecycle — while improving the quality of customer interactions.
Pivotal CRM for Home Building and Real Estate is a clear choice for single- and multi-family home builders and other real estate industry firms looking to increase operational efficiency, gain competitive advantage, and meet the challenges of a market slowdown.
Wird ein Social CRM Tool mit dem Anspruch implementiert, die ohnehin nur mäßig funktionierende CRM Installation zu verbessern, führt dies so gut wie sicher zu einer Enttäuschung. Die besten Projektergebnisse erzielt ein Social CRM als natürliche Erweiterung der bisherigen CRM-Tools und-Strategien
CDC MarketFirst Analytics provides marketers with a powerful analytics engine and integrated tools to analyze marketing campaign performance and monitor results in real-time. It features customizable dashboards, pre-built reports, alerts and the ability to drill down into metrics to optimize campaigns and resources. The solution aims to help users make faster, data-driven decisions to improve results and accountability with minimal IT impact or costs.
Implementing lead management best practices through marketing automation reduces the cost of marketing, fills the sales pipeline faster with better quality leads, and grows revenue
Pivotal SyndMail is an email marketing tool that integrates with Pivotal CRM to allow users to segment contacts from their CRM database and send personalized email campaigns. It automates list management, email delivery, and reporting. Marketers can use it to schedule recurring email campaigns and track metrics like open and click-through rates. Recipients can also manage their email preferences through a self-service module.
Pivotal CRM for Institutional Asset Management provides a CRM solution tailored for institutional asset managers to improve client relationships, increase efficiency and productivity, and gain strategic insights. It offers features for collaboration, automated workflows, a unified client view, and analytics to help asset managers deliver superior service, retain clients, and grow assets under management. The CRM can be customized and also draws on industry best practices to fit the unique needs of asset management firms.
Explains how businesses can use CRM to foster and implement customer-centric innovation, enhancing the customer experience and creating internal efficiencies to establish a clear competitive edge.
Explains the practical CRM tools that can help to introduce repeatable, proven process to your sales team. So you can help them figure out what works best.
Explains the real, practical advantages healthcare payer organizations can experience by using CRM technology to streamline and minimize paper-based processes.
From Complexity and Frustration to Simplicity and Effectiveness it is the most viable foundation for discovering new opportunities that build momentum and inspire growth.
This document summarizes key considerations for choosing a Customer Relationship Management (CRM) system. It discusses that CRM is about more than just software - it changes how a company relates to and understands its customers. It then provides 5 tips: 1) be careful of overly complex or limited CRM options, 2) see CRM as a journey not destination, 3) view it as an investment in business results not just software, 4) know your own business needs best, and 5) choose a CRM that can adapt as the business changes. The document emphasizes the importance of a CRM with breadth of functionality rather than just depth of features.
How financial services companies are using customer relationship management to converge people, processes, and products more effectively to earn the position of valued partner, and embark on true relationship banking — with the end result of growing business momentum
Implementing lead management best practices through marketing automation reduces the cost of marketing, fills the sales pipeline faster with better quality leads, and grows revenue
The crm journey from productivity to profitPivotal CRM
How companies across a vast selection of industries are using customer relationship management to converge people, processes, and products more efficiently.
Addressing the contact center opportunity, discuss five important contact center trends, and explain how companies can embrace these trends to create a smart strategy that can improve the top and bottom line.
Pivotal crm for medical device manufacturersPivotal CRM
This document discusses how medical device manufacturers can improve their go-to-market strategies using customer relationship management (CRM) solutions. It outlines several challenges manufacturers face in getting products to market quickly and profitably, including being late to market, not understanding customer relationships and influencers, and not having the right sales teams assigned to accounts. The document argues that CRM solutions can help manufacturers overcome these challenges by integrating customer data, streamlining processes, and engaging customers to transform organizations and commercialize products more effectively.
How information systems are built or acquired puts information, which is what they should be about, in a secondary place. Our language adapted accordingly, and we no longer talk about information systems but applications. Applications evolved in a way to break data into diverse fragments, tightly coupled with applications and expensive to integrate. The result is technical debt, which is re-paid by taking even bigger "loans", resulting in an ever-increasing technical debt. Software engineering and procurement practices work in sync with market forces to maintain this trend. This talk demonstrates how natural this situation is. The question is: can something be done to reverse the trend?
5th LF Energy Power Grid Model Meet-up SlidesDanBrown980551
5th Power Grid Model Meet-up
It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology.
Power Grid Model
The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services.
Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability.
Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
What to expect
For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
-Insightful presentations covering two practical applications of the Power Grid Model.
-An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024.
-An interactive brainstorming session to discuss and propose new feature requests.
-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
Skybuffer SAM4U tool for SAP license adoptionTatiana Kojar
Manage and optimize your license adoption and consumption with SAM4U, an SAP free customer software asset management tool.
SAM4U, an SAP complimentary software asset management tool for customers, delivers a detailed and well-structured overview of license inventory and usage with a user-friendly interface. We offer a hosted, cost-effective, and performance-optimized SAM4U setup in the Skybuffer Cloud environment. You retain ownership of the system and data, while we manage the ABAP 7.58 infrastructure, ensuring fixed Total Cost of Ownership (TCO) and exceptional services through the SAP Fiori interface.
Main news related to the CCS TSI 2023 (2023/1695)Jakub Marek
An English 🇬🇧 translation of a presentation to the speech I gave about the main changes brought by CCS TSI 2023 at the biggest Czech conference on Communications and signalling systems on Railways, which was held in Clarion Hotel Olomouc from 7th to 9th November 2023 (konferenceszt.cz). Attended by around 500 participants and 200 on-line followers.
The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
Must Know Postgres Extension for DBA and Developer during MigrationMydbops
Mydbops Opensource Database Meetup 16
Topic: Must-Know PostgreSQL Extensions for Developers and DBAs During Migration
Speaker: Deepak Mahto, Founder of DataCloudGaze Consulting
Date & Time: 8th June | 10 AM - 1 PM IST
Venue: Bangalore International Centre, Bangalore
Abstract: Discover how PostgreSQL extensions can be your secret weapon! This talk explores how key extensions enhance database capabilities and streamline the migration process for users moving from other relational databases like Oracle.
Key Takeaways:
* Learn about crucial extensions like oracle_fdw, pgtt, and pg_audit that ease migration complexities.
* Gain valuable strategies for implementing these extensions in PostgreSQL to achieve license freedom.
* Discover how these key extensions can empower both developers and DBAs during the migration process.
* Don't miss this chance to gain practical knowledge from an industry expert and stay updated on the latest open-source database trends.
Mydbops Managed Services specializes in taking the pain out of database management while optimizing performance. Since 2015, we have been providing top-notch support and assistance for the top three open-source databases: MySQL, MongoDB, and PostgreSQL.
Our team offers a wide range of services, including assistance, support, consulting, 24/7 operations, and expertise in all relevant technologies. We help organizations improve their database's performance, scalability, efficiency, and availability.
Contact us: info@mydbops.com
Visit: https://www.mydbops.com/
Follow us on LinkedIn: https://in.linkedin.com/company/mydbops
For more details and updates, please follow up the below links.
Meetup Page : https://www.meetup.com/mydbops-databa...
Twitter: https://twitter.com/mydbopsofficial
Blogs: https://www.mydbops.com/blog/
Facebook(Meta): https://www.facebook.com/mydbops/
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/temporal-event-neural-networks-a-more-efficient-alternative-to-the-transformer-a-presentation-from-brainchip/
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Integration with BrainChip’s Akida neuromorphic hardware IP further enhances TENNs’ capabilities, enabling the realization of highly capable, portable and passively cooled edge devices. This presentation delves into the technical innovations underlying TENNs, presents real-world benchmarks, and elucidates how this cutting-edge approach is positioned to revolutionize edge AI across diverse applications.
AppSec PNW: Android and iOS Application Security with MobSFAjin Abraham
Mobile Security Framework - MobSF is a free and open source automated mobile application security testing environment designed to help security engineers, researchers, developers, and penetration testers to identify security vulnerabilities, malicious behaviours and privacy concerns in mobile applications using static and dynamic analysis. It supports all the popular mobile application binaries and source code formats built for Android and iOS devices. In addition to automated security assessment, it also offers an interactive testing environment to build and execute scenario based test/fuzz cases against the application.
This talk covers:
Using MobSF for static analysis of mobile applications.
Interactive dynamic security assessment of Android and iOS applications.
Solving Mobile app CTF challenges.
Reverse engineering and runtime analysis of Mobile malware.
How to shift left and integrate MobSF/mobsfscan SAST and DAST in your build pipeline.
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdfChart Kalyan
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High performance Serverless Java on AWS- GoTo Amsterdam 2024Vadym Kazulkin
Java is for many years one of the most popular programming languages, but it used to have hard times in the Serverless community. Java is known for its high cold start times and high memory footprint, comparing to other programming languages like Node.js and Python. In this talk I'll look at the general best practices and techniques we can use to decrease memory consumption, cold start times for Java Serverless development on AWS including GraalVM (Native Image) and AWS own offering SnapStart based on Firecracker microVM snapshot and restore and CRaC (Coordinated Restore at Checkpoint) runtime hooks. I'll also provide a lot of benchmarking on Lambda functions trying out various deployment package sizes, Lambda memory settings, Java compilation options and HTTP (a)synchronous clients and measure their impact on cold and warm start times.
"Choosing proper type of scaling", Olena SyrotaFwdays
Imagine an IoT processing system that is already quite mature and production-ready and for which client coverage is growing and scaling and performance aspects are life and death questions. The system has Redis, MongoDB, and stream processing based on ksqldb. In this talk, firstly, we will analyze scaling approaches and then select the proper ones for our system.
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
"$10 thousand per minute of downtime: architecture, queues, streaming and fin...Fwdays
Direct losses from downtime in 1 minute = $5-$10 thousand dollars. Reputation is priceless.
As part of the talk, we will consider the architectural strategies necessary for the development of highly loaded fintech solutions. We will focus on using queues and streaming to efficiently work and manage large amounts of data in real-time and to minimize latency.
We will focus special attention on the architectural patterns used in the design of the fintech system, microservices and event-driven architecture, which ensure scalability, fault tolerance, and consistency of the entire system.
Northern Engraving | Modern Metal Trim, Nameplates and Appliance PanelsNorthern Engraving
What began over 115 years ago as a supplier of precision gauges to the automotive industry has evolved into being an industry leader in the manufacture of product branding, automotive cockpit trim and decorative appliance trim. Value-added services include in-house Design, Engineering, Program Management, Test Lab and Tool Shops.
JavaLand 2024: Application Development Green Masterplan
Pivotal crm’s 3 tier architecture
1. W H I T E
P A P E R
Pivotal CRM’s 3-Tier Architecture
The Key to Low Total Cost of Ownership
Executive Summary
A CRM application’s total cost of ownership (TCO) extends well beyond just the initial
licensing and implementation fees to include the cost of customizing, integrating,
deploying, and administering CRM on an ongoing basis. As a result, today’s CRM
buyers have expanded their evaluation focus to encompass platform and architecture
criteria that have the greatest impact on total cost of ownership, namely flexibility, scal-
ability, and deployability.
Flexibility, as a function of ease of customization and integration, is the strength of
Pivotal CRM’s metadata-driven architecture, which separates customer data from
business rules (metadata), facilitating the ability to quickly customize a solution to
match business processes. Pivotal CRM’s integration framework leverages middleware
components, third-party adapters, and Web services to provide a standards-based
approach that can significantly decrease the time and effort needed to integrate CRM
with enterprise applications, and data both within and across business boundaries.
Pivotal CRM’s 3-tier architecture is based on the enterprise-strength Intel® and
Microsoft® platforms; offers three types of clients, including a zero-footprint, zero-install
client to facilitate deployment; and can seamlessly distribute customizations to all LAN
and WAN-based satellite systems, mobiles, Web, Lotus Notes, and MS Outlook users
via the Pivotal CRM synchronization solutions.
As a result, Pivotal CRM provides exceptionally low total cost of ownership across
the complete CRM lifecycle, delivering a sensible set of commonly needed features
out-of-the-box, while ensuring businesses can quickly customize, integrate, and deploy
a solution to match their current and evolving business needs.
2. Architecture— and business processes, and transactions generally
associated with marketing, selling, and servicing
The Foundation of Low TCO customers. This tight coupling provides a head-start in
automating business processes, but ultimately inflates the
The purchasing landscape for CRM has changed total cost of ownership by creating a system that is rigid to
radically in the past 12 months. Today’s CRM buyer is change, causing significant disruption to end users during
looking for a product that is easy to buy; easy to deploy updates and upgrades.
in a predictable timeframe, and will fit with the current and
future business IT strategies. And because the majority of
an organizations’ investment in license fees, configuration, Low TCO CRM Architecture
customization, and training occur well before the software The informed CRM evaluator must take a balanced
shows evidence of results, the price tag attached to a approach to evaluating both the application and the
CRM implementation can seem very high. As a result, architecture when considering TCO. Ultimately, however,
Total Cost of Ownership (TCO) analyses and proof of it is the CRM application’s flexibility, scalability and
results are critical vendor evaluation criteria that are deployability that will determine total cost of ownership as
coming to light much earlier an organization adapts to its changing marketplace.
in the buying process.
Pivotal CRM stands apart from other CRM software
Given the complex solutions in delivering a complete suite of CRM products
inter-dependence built on a sensible technology foundation that drives low
90% of CRM lifecycle costs
of typical enterprise total ownership costs across the entire CRM lifecycle.
occur in the customization, technology Based on a Microsoft® .NET foundation and embracing
integration, deployment, environments, TCO industry standards, the Pivotal CRM architecture ensures
and ongoing administration can be a difficult metric enterprises gain a flexible, scalable, and deployable
of CRM. to obtain for a single solution for the richest levels of collaboration and
system. However, there interactivity to increase revenues, margins, and customer
are a few key abilities loyalty.
that are crucial in order to mitigate the risk of deploying
CRM software, and a number of areas to focus on to The Internet has set high expectations for accessibility to
reduce costs. These include customization, integration, information and system interoperability, despite the fact
deployment, usability, and upgrades. In fact, leading that many enterprises have substantial investments in
industry analysts point to 90% of CRM lifecycle costs pre-Internet systems and applications that can’t interact
occurring in the customization, integration, deployment, without a huge investment in costly integration solutions.
and ongoing administration of CRM.
Microsoft and other forward-thinking software vendors
Clearly, by adopting a forward-thinking strategy to such as the Pivotal CRM team have taken huge strides
account for costs in the areas of flexibility (which is towards making the Internet vision a reality. Pivotal CRM
a function of ease of customization and integration), is founded on Microsoft .NET, which is the platform of
scalability and deployability, enterprises can significantly choice for building, deploying, operating and integrating
reduce the TCO of their CRM system. And applications for enterprises. It is also the leading platform
in all of these areas, the lowest total cost approach is for Web services—allowing applications to work together
a function of the application’s platform and architecture. in a highly accessible, low cost manner over the Internet,
regardless of operating system, device, or programming
Enterprises are language.
beginning to realize
Pivotal CRM is founded that their ability to Pivotal CRM leverages Microsoft servers to provide
on Microsoft .NET, which deliver on internal the scalability, reliability, and ease of integration and
is the platform of choice business objectives deployment required in a CRM solution aimed at
for building, deploying, while responding enterprises. Some of the Microsoft servers at the core of
opportunistically the Pivotal CRM solution include:
operating and integrating
and intelligently to
applications for enterprises. customer and market Microsoft SQL Server 2000 – Pivotal CRM is optimized
opportunities is to take advantage of the powerful scaling capabilities in
dependent on their SQL Server 2000.
architecture. Today’s
Microsoft Windows 2000/2003 Advanced Server –
effective CRM architecture must cross multiple databases,
Pivotal CRM takes advantage of Windows 2000/2003.
applications, and business functions, and must support
Advanced Server Network Load Balancing services to
evolution at each of those layers. However, many of
distribute IP traffic across a Pivotal CRM-deployed
today’s CRM systems tightly couple the customer data
Pivotal CRM | White Paper 1
3. application cluster. Pivotal CRM provides access to information at any time
Pivotal CRM’s single OS and from anywhere through wireless communication,
Pivotal’s CRM suite engineering optimization unified messaging, handheld devices, and teleconferencing.
is built using industry eliminates the performance
standards and a 3-tier degradation that Through Microsoft .NET, the Pivotal CRM solution ensures
multi-platform-designed our customers have the pathways they need to leverage
framework, resulting and extend existing investments in technology to take
ISVs suffer.
in an architecture that advantage of the increased productivity, efficiency, and
has the flexibility to Microsoft Internet lower TCO that the Internet offers.
meet the changing Information Server (IIS) –
Microsoft Internet
business needs of
Information Services (IIS)
3-Tier Internet Architecture
enterprises. is the foundation of Pivotal When the Pivotal CRM team set out to architect a CRM
CRM’s high performance, solution for enterprises that delivers exceptionally low
Web-based applications. TCO, we created a 3-tier Internet application architecture
with clear separation of the presentation services tier (user
Microsoft BizTalk Server 2002 – The Pivotal CRM interface), business services tier
solution employs BizTalk Server 2002 for business (where business logic resides), and the data services tier
process integration within and between organizations. (where customer data is kept separate from metadata).
The Pivotal Integration Connector™ facilitates developing,
executing, and managing distributed This architecture enables organizations to save
business processes. substantial time and resources by centralizing application
customization, development, and maintenance at the
Microsoft Exchange Server 2000 – Optimized for the
Exchange Server 2000 communications infrastructure,
Presentation
Services Tier Applications
(Client Tier)
Rich Client Thin Client Wireless Client Windows Client Mobile Client
Browser-based Clients
Clients
Business
Services
Tier
Web
Server Pivotal MarketFirst
Server Intellisync for Pivotal Connectors
Pivotal Interaction Connectors
Pivotal
Tookit
Pivotal
Assisted Selling Pivotal Integration Connectors
Pivotal Server
Administrator
Pivotal Pivotal
Pivotal Tools Extended Business Pivotal Connectors
Servers Server
Data Services
Tier
Enterprise Data
Figure 1-1: Pivotal CRM's 3-Tier Architecture
Pivotal CRM | White Paper 2
4. middle tier. With graphical tools for customizing the Because the presentation tier is clearly separated from the
look, feel, and functionality delivered at the presentation rest of the application, users can easily obtain access to
services tier, the business services tier, and the database the system via different channels, such as Web, Windows,
services tier, changes to business logic can be made and Wireless, in both synchronous and asynchronous
quickly and efficiently with relatively little impact on modes. Internet-based presentation tools such as browsers
existing applications. And because there is no client provide familiar navigation schema—including graphically
software to install, the distribution of both application rich icons with descriptive text and guided navigation
and data modifications to users, regardless of their cues—to drive rapid and comfortable end-user adoption.
location or access method, is streamlined.
Business Services Tier
The Pivotal CRM architecture also drives improved
interoperability between other customer-relevant The business services tier contains the application logic.
applications, such as ERP systems. This is a result This tier receives input from the presentation services tier,
of the ability to integrate applications at the business interacts with the data services tier to perform data-level
services tier by reusing business logic that resides here. transactions, and sends results back to the presentation
Interoperability is fundamental to extending access to tier. The Pivotal Business Server™ supplies the underlying
customers and partners beyond the enterprise, as it structure that maintains system integrity, providing
relies on common standards for Internet communication business logic and data retrieval services for the entire
and collaboration. Pivotal CRM suite of applications. The Pivotal Extended
Servers work in conjunction with the Pivotal Business
Presentation Services Tier Server to deliver the application-specific functionality
required by CDC MarketFirst and Pivotal Assisted Selling.
Pivotal Rich Client™ is a highly interactive
browser-based client, providing presentation tier services The Pivotal Business Server is an XML-based, 3-tier,
on laptops and desktops. The presentation services tier transaction-processing platform powered by the mature
defines the interface through which a user interacts and robust Microsoft COM+ environment. The Business
with the application, passing validated information Server logs and tracks all transactions, and manages the
from the user to the business services tier, and workflow of a customer throughout the entire customer
receiving results. Alternatively, Pivotal Wireless™ lifecycle—from customer engagement (typically through
is a portal-based solution for wireless devices, delivering a marketing initiative) through the sales process,
CRM functionality to mobile employees using wireless transaction and request fulfillment, and support phases.
handheld devices such as web-enabled cell phones,
PDAs, two-way pagers, etc. The Pivotal Business Server enforces business
logic and rules through Pivotal AppServer Services and
AppServer Rules. The AppServer Services are
a set of COM+ objects responsible for the Pivotal CRM
Presentation 1 User logs onto Pivotal CRM using Pivotal Rich Client.
Services Tier EST
QU
RE 2 User sends a request for data (via HTTP), which is
(Client Tier) S
ER
U 1 User logs onto Pivotal Rich captured by the AppServer Services running on the
2 Client through browser (IE)* Business Services Tier.
3 The AppServer Services checks the AppServer Rules
6
to ensure the request complies with current business
Business rules.
Services T 4 The AppServer Services passes the verified request to
H
Tier T
P COM+ 3
& the Enterprise Customer Data and Business Module
II
S
AppServer Rules (if needed).
AppServer Services
5 The requested data and any accompanying metadata
are sent back to the AppServer Services.
6 The AppServer Services passes the requested data to
OLE DB
the user (via HTTP).
Data 5 4 5
Services
Tier
BM ED
*ActiveX controls, business logic and formatting information are downloaded and cached as temporary Internet files on the client machine as needed.
Figure 1-2: Query Flow through the Pivotal CRM Business Services Tier
Pivotal CRM | White Paper 3
5. database transactions. These objects handle all the direct • User Interface definitions, such as form layouts,
actions required to read from and write to the Pivotal lists, report layout and contents, templates, etc.
CRM database. They deliver, format, and send/receive • Business rules and workflow definitions (COM+
information and data to and from the browser, execute objects or Pivotal Agents™), queries, reports, etc.
queries, and pass data to Pivotal AppServer Rules. The
AppServer Rules are COM objects or .NET assemblies • Security definitions that define security requirements
that implement the application business to protect data at run time
rules, and can be written in any COM, COM+ or .NET The Pivotal CRM metadata-driven architecture lowers the
compliant language. total cost of deployment because it’s only the metadata
stored in the BM that’s modified when changes are made
Data Services Tier to the presentation services tier or the data services
The data services tier stores and retrieves data. All CRM tier. Ongoing changes are managed centrally, and are
system data is collected in two separate databases: the automatically deployed to the various satellite systems
Business Module (BM) metadata database and Enterprise (if applicable) and users from a central location. And
Customer Data (ED) database. By separating the data because the execution and development environments
from the metadata, the Pivotal CRM application is easily are kept separate, the application can tolerate a high
customized to meet changing organizational needs with level of customization without a significant impact on
no disruption to the rest of the system or end users. existing applications.
The ED contains corporate or enterprise data such as
company profile data, contact information, order history, Flexibility Drives Low TCO
etc. that end users need to access and update. The BM A flexible CRM application is one that is both easy to
contains metadata, which is data about the way in which customize and easy to integrate with intra- and extra-
the ED is organized, and how the Pivotal CRM application enterprise applications and data sources. Architectural
will behave. flexibility is about making the CRM software, and thus
CRM processes, work in the way the organization sees
The BM stores the following types of data:
fit—not how the CRM vendor thinks it should work. Many
• Database definitions, including table and vendors’ architectures are inherently rigid, making their
record structures CRM application very difficult to customize. This raises
TCO by forcing customers to abandon proven business
processes and start anew, either because customization
cannot be done, or because it is simply too expensive.
A customizable CRM application
Business supports changes in both underlying
Services COM+ data definitions and business process
Tier Business Server rules without requiring alteration of
AppServer Rules | AppServer Services
source code, binaries, or runtime
environments. How a company
handles its business rules can provide
significant competitive advantage,
because adapting business rules f
aster than competitors in response
to market pressures or customer
demand allows companies to sell to
or service customers faster and better
Data Services than their competitors.
Tier Form definitions,
Queries & Query
business rules, A CRM application that features ease
Results via OLE DB
workflow from BM of integration is not only compatible
with pre-existing systems, but creates
synergy between them to enhance and
extend functionality. To be effective, the
Business Module (BM) Enterprise Customer Data (ED) CRM vendor must supply an integration
Contains metadata • Companies framework that spans multiple data
• Forms • Contracts stores, applications, and business
• Business Rules • Orders, etc. processes across departmental and
• Workflow
even enterprise boundaries.
Figure 1-3: Data Services Tier
Pivotal CRM | White Paper 4
6. “
• Pivotal CRM’s open and flexible data model is a result
A successful CRM implementation is directly of the fact that all forms, fields, etc. are saved as
linked to the usability of the application, metadata, so changes to business rules, workflows,
and processes can be made simply and quickly.
making fit more important than an application’s • While the Pivotal CRM team supplies a rich set of
overall depth and breadth... It is critical to tables out-of-the-box, it’s easy to add new tables
using the graphical customization tools provided
first determine user needs and then evaluate in the Pivotal CRM Toolkit.
vendors based on need-to-have versus
Open Data Model
”
nice-to-have functionality.
AMR Research Excessive functionality increases an application’s
“Picking the Right CRM Vendor: It’s More Than a One Horse Race” complexity and reduces the usability of the application
September 2001 for the end-user, resulting in increased end-user training
costs and risk of end-user rejection. The only remedy for
an application that is too functionality-rich is to remove
The true measure of an application’s flexibility is based
the excessive functionality during the implementation
on the cost to perform customization and integration
phase. But this approach to customization can be very
enhancements. These costs can include increases in
risky. Many CRM applications are built upon a much
deployment time, decreases in application performance,
more complex web of intra-dependencies than their
the cost of acquiring the skills to perform the
leaner counterparts.
enhancement, and future costs associated with whether
the enhancement can be used (or must be discarded) In order not to introduce aberrant behavior into the
during application upgrades. Clearly, customization and application, customizers must pay extra attention when
integration enhancements are not limited to just the initial excising excessive functionality from their implementation.
implementation, but rather require ongoing adjustment. This added attention, whether in the form of extra
implementation time to comprehensively study all the
The Pivotal CRM Approach application functionality before making any changes,
or simply hiring more knowledgeable specialists, can
to Customization significantly raise the TCO of a CRM application.
The Pivotal CRM solution maintains the highest level The Pivotal CRM solution offers a viable alternative—a
of customizability through our meta-data driven leaner application and a comprehensive set of graphical
approach, and our open and flexible data model. These customization tools to ensure that customization is rapid,
two characteristics of Pivotal CRM distinctly—and reliable, and cost-effective.
uniquely—address the business need of enterprises for
ease of customization because: Database complexity is a good indicator of the overall
complexity of the CRM product. The underlying data
• Customizations are saved as metadata in the Business structure of Pivotal CRM is open, flexible, and easy to
Module, not as code or rigid table extensions, and sent understand. With less than 200 tables, Pivotal CRM
to users via the same technology used to synchronize supplies a majority of the functionality required by most
Enterprise Data. As a result, all users are seamlessly
updated regardless of their access method.
Mobile Client Browser Client Windows Client
Presentation Tier (UI)
User Interface
Business Rules
Data Model
Business Tier
Business Module Pivotal Toolkit (Business Rules)
Data Tier
(Data Model)
Figure 2-1: Pivotal CRM Toolkit allows customization of all 3 tiers from a single location
Pivotal CRM | White Paper 5
7. enterprises. By comparison, CRM applications with 10 to tools to allow the customizer to quickly build new tables
20 times as many tables provide excessive functionality, into the system.
resulting in a data model that is not only inflexible, but
often simply too complex to understand. This necessitates The Pivotal CRM system also provides a comprehensive
a great deal of reliance on specialized, vendor-supplied set of default interaction behaviors that saves the
customizers, raising TCO. customizer from having to implement functionality over
and over again. This default behavior includes user
navigation support for easy navigation to related records
Intelligent Customization Framework of a given form, ways to aggregate data on a list, and
The customization process for Pivotal CRM was designed behavior for saving, updating and retrieving data from
to be intuitive for customizers to use and learn. We the database.
“
Most customization is performed through our advanced,
The number one reason for choosing user-friendly graphical customization toolkit.
Pivotal CRM over other CRM vendors is The Pivotal CRM Toolkit™ is an easy-to-use visual tool
that enables rapid customization to meet business needs.
our strong support for customization and Customizers work with Active Forms, which are the visual
”
overall solution flexibility.
Based on internal competitive survey of deals over
nine consecutive quarters. Total deals analyzed=154
selected familiar metaphors such as forms, tables,
lists, and queries to represent the key elements that
customizers interact with, and organized them to make
specifying the interaction between them easy and intuitive.
Pivotal CRM provides an elegant, uncomplicated
framework for how these metaphors interact with each
other to create functionality. Where other CRM vendors
may require tedious and unintuitive changes to 5 or 6
Figure 2-3: Pivotal CRM Customization Environment
representation of CRM data, business processes and
workflow that the user sees on their client. Active Forms
contain the database structure—every field on a form, is
by default, linked to a table in the database. To modify
Active Forms to meet the needs of users, customizers lay
out the form directly using point-and-click buttons and
other screen elements.
The powerful WYSIWYG model for Active Forms
customization makes the process easy, rapid, and
intuitive. Pivotal CRM includes Active Form Templates
out-of-the-box with logic and rules built-in, and additional
logic and workflow can easily be attached. In this way,
customization can be carried out by any business analyst,
as no code level changes are required.
Figure 2-2: Intuitive Metaphors for Ease of Customization
For additional customization, the Pivotal CRM team makes
different elements simply to add an additional field to a available a comprehensive library of API’s (Application
form, the Pivotal CRM framework requires only 2 changes. Programming Interfaces) for Visual Basic and VBScript
application developers to customize against, as well
For example, creating a simple customer contact form
as providing support for .NET scripting with the ability
requires the customizer simply to declaratively link the
to write new server scripts in C#, VB.Net and other
new form to the corresponding database element, lay out
.Net languages.
the form using our graphical form designer, and register
the new form with the navigation menu. All this is done
without needing to write a single line of code. If a new
table is required for this form, Pivotal CRM has graphical
Pivotal CRM | White Paper 6
8. The Pivotal CRM Approach • The Pivotal Interaction Connectors provide connectivity
to telephony systems and third-party customer
to Integration interaction platforms to facilitate the creation of call and
contact centers. Out-of-the-box support is provided for
At the heart of any CRM system is a consolidated data Interactive Intelligence’s Customer Interaction Center
repository of critical customer, partner, and employee (I3’s CIC), and Intel’s NetMerge CPS platform for
information. The integration challenge for enterprises is Computer Telephony Interaction (CTI).
to share this CRM data with customer, employee, and
partner data from other internal systems and departments; • The Pivotal Integration Connector provides a cost-
integrate databases that use distinct schemas; create effective integration framework that is extensible to
composite applications both Enterprise Application Integration (EAI) and
that incorporate Business-to-Business integration (B2Bi). At base, the
Integration Client Provides: functionality from third Pivotal Integration Connector consists of a set of tools
parties; and, make including an XML adapter, an integration interface, and
• A GUI that implementers use
to automate the implementation data and business a configuration client. The Pivotal Integration Connector
process processes available supports open Internet standards, middleware, and
and manageable Web services, facilitating the seamless, bi-directional
• Management ofintegration
across public networks. exchange of data and process integration between
design andadministration
Pivotal CRM and 3rd party applications using HTTP.
• Controls implementation In the face of all these It also supports XML and SOAP based Web services,
and maintenance costs providing a complete set of integration options.
challenges, customer
• Uses existing business rules integration goals
for the data fields (objects)
being integrated
generally include one or The Middleware Advantage
more of the following:
Pivotal CRM supports the following Web services pillars:
• Making more
sources of data available, despite The Internet The Internet is the de facto arena
a myriad of data formats and database systems; for enterprise and intra-enterprise
collaboration.
• Driving higher levels of productivity and automation
through business process integration; HTTP HyperText Transport Protocol is the
lowest-cost information transport
• Offering users richer application functionality through mechanism, and has ubiquitous reach.
application integration. XML (eXtensible XML is the lingua franca for Internet
The Pivotal CRM system provides a number of connectors Markup Language) computing.
to facilitate the integration of its solutions with external, SOAP (Simple SOAP is a standard Web protocol to
third-party applications, and data sources: Object Access expose useful functionality to Web
Protocol) users, by allowing systems to talk to one
• Intellisync for Pivotal Connectors facilitate another and make requests.
synchronization of PIM data with users of Lotus Notes
and MS Outlook. For more information, refer to the
section, “Pivotal Intellisync” on page 13.
Mobile Client Browser Client Windows Client
Internet
Web Service Applications
Clients Integration via Web Services
Interaction Connectors
Interaction Connectors
Middleware
Any
( SOAP / XML )
BizTalk
Vitria ERP
Tibco Adapter
IVR PBX
Scribe
ERP System
Telephony
Integration Pivotal Integration via Middleware
Business Server
Figure 2-4: Pivotal Integration Overview
Pivotal CRM | White Paper 7
9. In general, any data Simple Web services typically are used to perform
Integration to source that can non-transactional “information supplementation” such
Middleware Enables: be connected to as delivering news feeds, updating static information
middleware, can dashboards, providing additional company information,
• Mapping, orchestration and connect to Pivotal etc. More complex Web services have the ability to
translation management
CRM. The Pivotal provide support for transactions, such as customer
• Application of critical business Integration Connector initiation and order fulfillment.
processes, workflow, and sits between the
communication (transport) Some highlights of the Web services support in the Pivotal
Pivotal Business Server
protocols between systems. CRM architecture include:
and the middleware
• Definition of agreements among solution, connecting
internal applications and trading • A history of supporting XML accessing critical
to the Business Server application elements.
partner organizations to regulate
via an XML interface.
electronic data exchanges • Ability to exchange data as a Web service, such as the
To share information
between Pivotal CRM ability to send/receive company, contact, and order
and multiple front- and back-end office systems, the information between the Pivotal CRM system and
Pivotal Integration Connector transforms the Pivotal XML external systems.
schema to and from the general XML schema supported • Able to integrate, consume, and present Web services
by leading middleware vendors. Adaptors perform the within Pivotal CRM applications as a customization, and
same function as the Pivotal Integration Connector for for the purpose of extending the product line.
each back-office data source.
The following diagram illustrates one example of how
The Pivotal Integration Connector utilizes published Pivotal CRM might utilize Web services to perform simple
conversion rules for standardizing XML schemas, thereby order placement and fulfillment.
enabling communication between systems that use
different XML schemas. In this way, Pivotal CRM supports
the routing of documents and information, provides Scalability for High Performance
synchronization of data with ERP systems (including
MS Great Plains, SAP, J.D. Edwards, PeopleSoft,
and Lower TCO
Oracle and others), and gives consistent, near-real time The rallying cry for today’s enterprise IT group
availability of data throughout the organization and across implementing CRM is no longer simply “scalability” or
business boundaries. CRM at any cost. With so many businesses experiencing
intensified cost cutting, especially in their IT organizations,
Security is of prime concern when business data crosses it’s important that CRM application and platform vendors
enterprise boundaries. The Pivotal Integration Connector such as CDC Software and Intel® respond with sensible,
provides secure XML over HTTP (SSL) for both EAI and results-focused
B2Bi, communicating between the middleware product CRM. Stepping
and the Pivotal Business Server using XML over HTTPs, up to the plate, Because it’s based on
and securing messages for integrity, privacy, and non- Intel is advocating the industry standards
repudiation, using platform-neutral mechanisms. a new approach of middleware and Web
to scalability— services, Pivotal CRM’s
“Scale Right.”
Application Integration via Web Services1 integration process allows
“Scale Right” for rapid implementation
The Pivotal CRM solution’s 3-tier architecture is designed
on the Microsoft .NET framework, which facilitates the
refers to and faster time to results.
balancing an
ability of Pivotal CRM to integrate with and consume Web
assessment
services. Pivotal CRM applications are inherently modular
of the business requirements of a CRM system with its
and expose various application elements.
impact to the current—and planned—IT infrastructure. By
The Pivotal CRM architecture includes an XML-based choosing CDC Software's award-winning, scalable Pivotal
CRM server that supports an array of applications, CRM on Intel architecture-based systems, enterprises
clients, and users by providing security, transaction can realize business value through a flexible and agile
capability, and authentication for Web services during approach to server architecture based on modular
consumption and presentation. Web client can present building blocks. The benefits also extend to encompass
Web services by providing relevant data for the user, and the cost savings associated with affordable, manageable,
by providing remotely accessible application functionality off-the-shelf hardware and software.
as a customization.
1 Web Services. “Vendors that need to improve their integration story should look at Web services as a means to improve their ability to connect
to both the data and processes in legacy systems. While the Web services market is still in its infancy, AMR Research believes its initial use
will revolve around application-to-application integration behind the firewall.” (Finding Success in the Mid-Market, AMR, Feb 1, 2001)
Pivotal CRM | White Paper 8
10. Presentation
Services Tier 1 User submits an order form in Pivotal CRM
Mobile Client Browser Client Windows Client
2 A Web services query is sent to check the customer’s
credit via a credit bureau’s Web service
INTERNET
3 Credit bureau sends a Web services response to Pivotal
1 CRM indicating that the customer’s credit is good
6
Credit
Business 2 Verification 4 The shipping instructions are sent to a shipping service
Service
Services Tier exposed as a Web service
Interaction Connectors
3
Web Services 5 Shipper confirms the instructions by sending a Web
(SOAP/ XML) 4 services response to Pivotal CRM
Shipping
Applications 6 Order status is updated with information that product
Pivotal 5 Service
Business Server
has shipped.
Data Services
Tier
Pivotal
Database
FRONT OFFICE DATA
• Companies
• Contacts
• Orders
Figure 2-5: Pivotal CRM Web services Architecture
Scalability rests largely on the Pivotal CRM platform goals demand the highest possible levels of application
strategy, and our strong relationships with enterprise performance.
platform partners Intel and Microsoft. Our robust, scalable,
high-performance architecture scales to support access Many IT decision makers now look at server consolidation
for full-time users, and large populations of occasional as a key to controlling IT costs. However, rather than just
and external users as well. consolidating on a mainframe, IT personnel should place
the focus on optimizing IT assets. “Scale Right” is Intel’s
With our commitment to Microsoft’s scalable enterprise server deployment strategy that aims to maximize the
computing platform on Intel Architecture, Pivotal CRM use of all the enterprises server assets by optimizing a
customers are able to scale up their applications to company’s mix of scale-up and scale-out deployments.
handle more users and more data by adding resources This is a more efficient and more agile deployment
to existing servers such as additional processors, strategy that should pay off in superior business value to
memory, or disks. For many of our customers, however, the enterprise.
the horizontal or “scale out” approach is most important,
allowing them to increase performance in the face of The first step in The combination of
additional users, workload, volume, and functionality, any “Scale Right” Intel’s highly scalable
while simultaneously addressing reliability through the strategy is to server technologies and
addition of application servers. assess business Pivotal CRM’s 3-tier CRM
requirements.
For example, application is raising the
"Scale Right" uninterrupted bar for high performance
The combination of Intel’s highly scalable server up-time might computing architectures.
technologies and our 3-tier CRM application is be critical to
raising the bar for high performance computing maximizing
architectures—architectures that can demonstrably customer loyalty and partner and employee productivity,
enhance the competitive performance of technology- or the more pressing issue may be adding capacity to the
enabled enterprises. CRM database management system to handle a greater
number of concurrent users or a greater number of ad
Enterprises are moving away from isolated, vertical hoc queries.
islands of proprietary data toward a more open and
broadly deployable computing model. Today’s enterprise Whatever the business-level objectives are, Intel-based
requires a high-performance server infrastructure that small-, medium- and large-scale servers deliver superior
scales and adapts to every area of the end-to-end price/performance, across the board. What’s more,
enterprise: front-office, back-office and wherever business choosing the right deployment model (the right mix of
Pivotal CRM | White Paper 9
11. scale-out and scale-up) allows businesses to dial-in CRM application and the network-level infrastructure be
exactly how much scalability, availability, and agility “tunable” to perform within existing network infrastructure
they need at the most affordable price. Pivotal CRM and bandwidth constraints.
on Intel-based servers deliver lower TCO in a “Scaled
Right” environment. Together with Microsoft and Intel, we deliver a CRM
application that is tunable to meet the performance needs
of different types of users in enterprises through the
Microsoft Scalability following mechanisms:
The Microsoft platform delivers both scalability and value,
enabling solution providers like the Pivotal CRM team to Intelligent client-side processing – The application
design applications that scale via two methods: scale-up can be customized to offload some processing to the
and scale-out. Pivotal CRM takes advantage of both client system, thereby reducing server-side processing
the scale-out features (like network load balancing) and and network roundtrips. Some examples of client-side
scale-up features (like processing include data validation, formula calculation,
multi-threaded, SMP and workflow.
Pivotal takes advantage support) provided by
of both the scale-out Data Compression – The Pivotal CRM server
the Microsoft platform,
compresses all data sent to the Pivotal Rich Client,
and scale-up features in order to address
maximizing throughput and minimizing transmission time.
provided by the Microsoft the capacity needs
The result is highly efficient bandwidth use and improved
platform in order to address of enterprises when
response times for users.
it comes to Pivotal
the capacity needs of CRM, the underlying Efficient server-side processing – Pivotal CRM caches
mid-size enterprises. database and web workflow and UI rules on the Presentation Services Tier.
infrastructure. This results in a highly efficient server-side processing and
reduces round trips to the Business Services Tier. Users
The Microsoft platform has been designed to scale-up
also benefit from a distinct improvement in performance
and scale-out in response to the dynamic processing
following caching.
requirements demanded of today’s enterprise, regardless
of where they happen in the architecture. Data Synchronization Manager – Pivotal CRM reduces
network traffic by only sending metadata updates to the
Whether it’s handling query processing, or large-scale
Business Services Tier of satellite servers when it detects
database applications, the Microsoft platform delivers
a change in the metadata. Similarly, only the necessary
levels of scaling flexibility for the most demanding IT
updates are pushed out to clients for UI or business
environments. As demonstrated by industry-standard
process changes. The result is minimal network traffic and
benchmarks, Microsoft Windows 2000/2003 and SQL
increased user performance.
Server 2000 offer on-demand scalability to meet the
demanding requirements of business applications like Network Performance Analysis Tools – Today’s
Pivotal CRM. The Microsoft platform has achieved world- corporate networks are filled to capacity. As Intel’s
record performance in benchmark tests with the lowest Thomas stated, “CIOs run their networks continually at
total cost of ownership on the market. Without having 110%, because all available bandwidth is immediately
to over-buy computing power up-front, customers can consumed.” Applications, therefore, must be both a
incrementally scale their IT infrastructure as needed. “good network citizen” and allow for continual fine tuning
as the corporate
Pivotal CRM—a High network evolves.
Pivotal caches workflow
Performance Solution The Pivotal CRM and UI rules on the
network analysis Presentation Services Tier,
For enterprises, scalability is above all about creating tools help
high performance CRM from the user perspective. administrators
resulting in highly efficient
Unfortunately, there is currently no hard data on user identify network server-side processing.
expectations of enterprise applications such as CRM. bottlenecks
However, it’s clear that power users—users who and improve
are connected most of the time to the CRM system, such performance by optimizing client-side processing,
as contact center employees and support specialists— identifying unnecessary network round-trips, improving
have the greatest need for high-performance CRM, and “wire-level” performance, optimizing application
will tolerate less system latency than the occasional server-side processing, streamlining security handling,
or disconnected user. Ad hoc users will have different and improving database structure and record-level
performance requirements. It’s critical that both the data access.
Pivotal CRM | White Paper 10
12. Load Balancing – Pivotal supports the deployment of
master and satellite systems to distribute system load
Pivotal Rich Clients
more evenly, or divide administrative functions based on The Pivotal CRM team provides a range of access
the requirements of different geographical locations or methods to support CRM application users according to
departments. Entire master systems can be replicated their needs:
and synchronized, or just a subset (based on filters),
ensuring data reliability in the case of a main system Pivotal Mobile Client™ – allows disconnected use of the
failure. Satellite systems can also host other satellites and Pivotal CRM system, including read/write access to data,
mobile systems, moving data closer to users and thereby quote creation, offline product catalogs, and much more.
delivering superior performance. All synchronization with the master database is carried out
via Pivotal SyncStream.
Intel Solution Services – Pivotal leverages Intel
Services, which support industry needs from application Pivotal Windows Client™ – a feature- and function-rich
optimization and porting through guidance on end-to-end client for users working in client-server LAN environments.
e-Business integration. Intel Services allow companies to
test, tune, scale, and prove their solutions with minimal Pivotal Thin Client™ – a zero-footprint client that provides
impact to their day-to-day business by providing optimal portal access to Pivotal CRM for partners and users that
environments for safely designing and testing solutions. require less interactivity and more structured database
access, without the full transactional support that other
users may require.
Ease of Deployment
Pivotal Rich Client™ – combines the feature-rich,
Lowers TCO interactive transactional support of Pivotal Windows client,
together with the low-maintenance, low TCO and
A deployable CRM application should be cost-effective
high accessibility that a browser-based application provides.
to install, maintain and upgrade, no matter whether the
organization is a multinational company with hundreds Today we’re in the midst of a sea change regarding the
of regional offices, or a single office with multiple appropriate size of web-based client applications. Should
departments. Deployability is a major factor in lowering there be any code on the client? Or just the right code on
the TCO of a system, as there are enormous costs the client?
associated with
deploying applications While virtually all businesses understand the cost benefits
While virtually all to a large—and of zero client-side maintenance, they have historically paid
businesses understand distributed—end user for their highly accessible zero maintenance thin client
the cost benefits of zero base, then supporting with reduced features, functionality, and performance as
client-side maintenance, these users as the a result of high network traffic and latency. A “zero client
they have historically application changes footprint” is a marketing buzzword that obscures the need
over time. for a self-installing, self-administering, self-maintaining
paid for it with reduced
client that has the intelligence to perform appropriate
features, functionality The Pivotal CRM levels of client-side processing to increase performance
and performance. architecture has and allow for variation in user-level customization.
been designed with
deployability in mind. As CRM application buyers appraise the “code on the
Pivotal CRM employs a browser-based zero-client install client” issue, the “intelligent client”—with the “right code
that simplifies deployment and ongoing administration. on the client”—is becoming an important option for
And because all application customization, upgrades, buyers that prefer high performance, feature-rich, Internet-
and maintenance are carried out exclusively at the middle based CRM applications.
tier, client-side updates are seamlessly communicated to
users around the world with no additional requirement for Pivotal Rich Client provides a web browser-based user
client-side maintenance. interface to the Pivotal CRM application. But unlike pure
HTML-based clients that suffered from performance
Our modular deployment method allows each of the degradation and limitations,2 Pivotal Rich Client offers
five, pre-integrated product suites in Pivotal CRM to be a much higher degree of accessibility and interactivity.
rolled out separately, reducing the cost-to-results ratio. Designed for sales, marketing, and support specialists,
This means that companies can deploy Pivotal Sales™ Pivotal Rich Client takes a Document Object Model (DOM)
and later seamlessly deploy Pivotal Service™, then CDC approach, incorporating both Dynamic HTML and Visual
MarketFirst™ as requirements and budgets allow. There Basic scripts to allow for rendering of web pages on the
are no additional infrastructure costs associated with client—there’s no need to send data back and forth to
integrating multiple modules. the server until a logical transaction is to be completed.
2 Studies have shown that simple HTML-based solutions generate between 5 and 15 times the network activity needed in order to
produce the same level of user interactivity in the same amount of time as intelligent clients—and they do so with much reduced
user application performance.
Pivotal CRM | White Paper 11
13. As a result, Rich Client provides robust functionality and including data, metadata, and application code.
advanced features, With support for both automated server-based push
while delivering noticeable performance and user synchronization, and manually initiated client-based pull,
satisfaction improvement. Pivotal CRM provides companies with the right solutions
that work in concert to support their entire mobile workforce.
Pivotal Rich Client passes many business logic requests
(such as opening a
Pivotal Rich Client form, running a search, Pivotal SyncStream
delivers the functionality or saving a form) to
Pivotal SyncStream™ is a component of the Pivotal
COM objects on the
and performance users middle tier, providing
Business Server that drives lower TCO by enabling
require, while still providing the distribution of Business Module (BM) updates and
users with access to a
Enterprise Customer Data (ED) changes throughout an
administrators with centrally administered
organization, synchronizing master database changes
a low-maintenance client. repository of business
with satellite and mobile systems, and vice-versa.
logic and data.
Business logic can also With Pivotal Syncstream, satellite systems scale as your
be executed on the Rich Client in the form of client-side organization grows, providing local load balancing while
scripts. allowing access to BM and ED databases that are either
subsets or replicas of the parent system. Mobile systems
For example, customizers may attach logic to custom
contain a local copy of the BM and a subset of the ED
buttons, or they might create scripts that execute logic
databases, so mobile users can work while disconnected
on the client when a user saves a form or creates a new
from the network. In this way, SyncStream guarantees
contact (i.e., to perform extra validation). These scripts are
real-time read- and write-access to enterprise data for
small in size and downloaded to the client on demand,
laptop and desktop users of Pivotal CRM applications,
whenever the user performs actions that require client-
and lowers TCO by centrally pushing customization
side processing.
changes out to all end users.
In this way, Pivotal Rich Client delivers the functionality
Pivotal SyncStream consists of a number of applications
and performance users require, while still providing
and services that work in concert to coordinate updates.
administrators with a low-maintenance client solution that
Changes to the BM or ED databases are tracked, and
drives low TCO by simplifying deployment and ongoing
when a record
administration.
is added or
modified, LAN- Pivotal SyncStream
Synchronization—the Key to based clients guarantees real-time
are immediately read and write access to
Low TCO Clients notified. For enterprise data for laptop
mobile or
In the highly distributed computing environment
disconnected
and desktop users, and
typical of today’s mobile workforces, synchronization can centrally push
workers,
is a fundamental requirement. The complexity and customization changes
changes are
expense involved in keeping data and application code
customizations/upgrades synchronized with database
packaged into out to all end users.
synchronization
replicas distributed across WANs, LANs, and mobile
messages,
clients has become a key TCO issue.
security is checked, and then the messages are
The Pivotal CRM system lowers the TCO by ensuring the addressed to the users’ systems that need to be updated.
efficient distribution of changes to both Enterprise Data The messages are passed via the SyncStream database
and the business logic stored in the Business Module. to the HTTP message server on IIS.
Modifications to the Pivotal CRM system can be moved
The Pivotal SyncStream database serves as a failsafe
from an off-line development system into production with
measure, retaining a local copy of both inbound and
a single command from the administrator.
outbound synchronization messages until they can be
When changes to the metadata repository are made, a confirmed as processed by the recipient system. The
compressed version of the repository is distributed to all next time a user connects, authentication takes place,
LAN- and WAN-based satellite systems, mobiles, Web, the messages are sent, and data synchronization occurs
Lotus Notes, and MS Outlook users via the Pivotal CRM seamlessly in the background. Because changes to
synchronization solutions. fields are made at different times, SyncStream compares
changes and validates at the field level, and commits
Synchronization is built into the core of Pivotal CRM, them at the record level in order to maintain the integrity
its Business Server, and provides distribution and of the data.
synchronization for all facets of the Pivotal CRM system,
Pivotal CRM | White Paper 12