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CRM Solution Areas, xRM and vertical solutions
Martin Houlberg JensenCRM EvangelistMicrosoft DenmarkBlog: http://blogs.msdn.com/mscrm/E-mail: [email protected]
Hello, Iceland!
Why my Words have Value for you
CRM
1990
CRM>100>50Top 5
Agenda
• xRM– What is it– What is it good for– How– Examples
• Solution Areas – Vertical solutions– What is this– What is it good for– Examples– Resources
• Power of Choice
On-Premise On-Demand
xRM
Uses for X?1. Algebra. An unknown quantity or a variable. 2. Science. Power of magnification 3. Mathematics. Cartesian coordinate. 4. Stock Market. A Nasdaq stock symbol
specifying that it is a mutual fund. 5. Drugs. Methylenedioxymethamphetamine
(not that I would know!)6. Symbols. Symbol of a kiss, signature, and
place on a map 7. Chemistry. Cap halogen atom8. Business. Business applications built on a
platform having characteristics of rapid development/deployment
What’s the meaning of the C in CRM?• Customer Relationship Management• Contact Relationship Management• Client Relationship Management (legal)• Citizen Relationship Management (public)• Care Relationship Management (health, medical, service)
Plus:• Patient Relationship Management (health)• Partner Relationship Management (channel)• Supplier Relationship Management• Project Relationship Management• Employee Relationship Management (HR)• Incident Relationship Management (helpdesk, ITIL)
Plus more…
Life is all about relations – sale and service is too.
Therefore: xRM rules
xRM for Business Application Development
• Leverage your existing investment in Dynamics CRM (licenses, resources, knowledge, UI) to rapidly build other business applications needed within your organizations
xRM• Extend beyond managing customers• Extend beyond sales, service and
marketing process automation
CRM• Sales• Service• Marketing
Manage Stakeholders
Sales TeamCustomer
Relationship Management
Interactions & Activities
Manage Organizations Manage Processes
Sales Process Automation
CRM Enables Customer Relationship Scenarios
Marketing Automation
Service Automation
Manage Stakeholders
Procurement Desk / IT Purchasing…
Vendor Relationship ManagementInteractions & Activities
Manage Organizations Manage Processes
Bid/RFP Process Automation
xRM Enables Vendor Relationship Scenarios
Project Automation
Certification Automation
Manage Stakeholders
Hospitals / Healthcare…
Patient Relationship ManagementInteractions & Activities
Manage Organizations Manage Processes
Patient Case Automation
xRM Enables Patient Relationship Scenarios
New Patient Automation
Patient Wellness Automation
Manage Stakeholders
Departments / Groups…
“Anything” (X) Relationship Management
Interactions & Activities
Manage Organizations Manage Processes
Task Automation
xRM Enables (Any) Relationship Scenario
Maintenance Automation
Recruiting Automation
Single Platform: Multiple Uses
Suite Sales
Ticket Sales
Catering
Media Credentials
Sideline Passes
Season Tickets
Pro Seats
Pro ShopMerchandise
Concessions
Advertising
Video Surveillance Visitor
RegistrationParking Passes
Traffic Control
VisitorTours
VIPConcierge
Sponsors Database
Interactive Play Calling
Fantasy Football Stats
InteractiveScoreboards
Wi-FiTailgating
MoneylessTransactions
Hall of Fame
Dallas Cowboys: Ultimate Fan Experience
Grant ManagementUS Dept of Agriculture, NRCS
Permitting and LicensingCounty of Harris, TexasState of Maryland, Dept of Education
Constituent ManagementUS Dept of Veterans AffairsState of California, Dept of InsuranceSate of California, Dept of CorporationsState of Oklahoma, Dept of CommerceCity of New York, Economic DevelopmentPort of Tacoma, WARepublican Party of CaliforniaCounty of St. Louis, MOYale UniversityUS Farm Credit Administration
Recruiting The White House, Office of Personnel MgmtCardean UniversityIvy Tech CollegeEastern Maine Technical College
Legal Case ManagementState of New Jersey, Advocates
Personnel ManagementOrange County Sheriffs DepartmentUS Special Operations CommandWhite House Communications Agency
Defense Task ManagementUS Air Force, EuropeUS Air Force, District of WashingtonUS Air Force, Request for Forces
Call Center/311
City of Bellevue, WACity of Moreno Valley, CACounty of Kitsap, WACounty of Osceola, FLCounty of Seminole, FL
Contact Management
State of Kansas, Dept of AdministrationState of Alaska, Dept of AdministrationState of Virginia, Center for Innov TechCounty of King, WAUniversity of California
Student Information Systems (SIS)Health & Human Services Case Management
Contract Management
More:
Investigation Management
Single Platform: Multiple Uses
Why is a business application platform needed?
“Research has identified it will cost a company from seven to ten times
more to develop a particular functionality than it will to purchase an
equal functionality….The expected effort for maintenance (of a custom
developed solution) is two man-years of maintenance effort per year to
keep up with modifications, enhancements, legislative changes,
technology updates, etc. “
IDC, “The Financial Impact of Business Analytics: Build vs. Buy”.
Many business applications don’t get funded/built by IT because of the cost/effort. If built, they are expensive and time-consuming to develop & maintain
xRM versus Custom Development
1. Identify Need and Prioritize. 2. Allocate Budget/Resources3. Requirements Gathering4. Design & Technical Architecture 5. Prototype/Coding (schema/db, biz logic, UI) 6. Code Integration & Testing 7. Move to QA environment for testing8. QA , Fixes, More QA 9. Release Management (Move to production environment)10. Deployment and set-up 11. User Training & Feedback (bugs, complicated…) 12. Business Feedback (doesn’t meet needs) 13. Wave 1 major bug fixes 14. Wave 2 requirements gathering - Features missing… integrations are required, offline
support, reporting/analytics, need different logic/workflow, security is wrong, business needs have changed, infrastructure changes, tools change so re-work is required) and the cycle begins again…
NOW do this for multiple internal applications
Each cycle takes a minimum of 3-6 months (for a relatively minor application) and 9+ months for more complex cycles and the business still doesn’t get what they need.
- Shadow apps - Lack of agility
xRM versus Packaged Applications1. Identify Need and Prioritize Budget
2. Allocate Budget/Resources3. Requirements Gathering4. Find applications that can fit most of the needs (evaluation)5. Purchase application (on-demand or on-premise = $ / user)6. Design & Technical Architecture 7. Prototype/Coding (schema/db, biz logic, UI) 8. Code Integration & Testing 9. Move to QA environment for testing10. QA, Fixes, More QA 11. Release Management (Move to production environment)12. Deployment and set-up 13. User Training and Feedback (bugs, complicated…) 14. Business Feedback (doesn’t meet needs) 15. Wave 1 major bug fixes 16. Wave 2 requirements gathering - Features missing… integrations are required, offline support,
reporting/analytics, need different logic/workflow, security is wrong, business needs have changed, infrastructure changes, tools change so re-work is required) and the cycle begins again…
NOW do this for multiple packaged applications
Similar cycle for Packaged Applications
But now there are multiple disparate packaged apps, multiple specialists, multiple licenses/ maintenance/ subscription fees…
xRM significantly reduces Time & CostsArchitecture/Design time
Development time (data schema, referential, business logic, UI)
Portability and testing time
Deployment and release management time
Training and user adoption time (eliminate multiple fees per user)
Code and application maintenance time
Security development and maintenance time
Upgrade and scalability/performance tuning time
Iterative release time
Mobile and online/offline enablement time
Analytics creation /reporting time
Change management efforts / time (workflow, UI…)
COST
VALUE
xRM Customer Benefits
Familiar Outlook Interface Simpler Approach Shorter Project Timeframes Less Things To Go Wrong Plumbing Provided Works with Existing Microsoft
Investments
MINIMIZE RISK
RISK
VALUE
xRM Customer Benefits
Shared Software and Licenses Shared Hardware Shared People Resources Common Maintenance Change without extreme cost
of change
CONTAIN COSTS
RISK
COST
xRM Customer Benefits
Delivers Business Requirements Focus on Business Value vs.
Plumbing Leverage Out-of-Box capabilities Don’t Reinvent the Wheel User Acceptance Improve Business Insight across
XRM apps Increase Organizational Agility
MAX VALUE
Examples: Customer xRM Applications
Vendor Management - Certification process, purchasing process, compliance process…
Employee Management - New employee process, benefits enrollment process…
Prospect Management - Resume submission process, screening and scheduling processes…
Project Management - RFP process, new project kick-off process, status update process…
Broadcasting Program Management - Script creation process, negotiation process…
Notifiable Disease Management - Outbreak tracking process, testing process, alert process…
Environmental Legislation Management - Enquiry process, compliance reporting process…
Animal Management - Lifecycle process, pairing process, check-up process, retirement…
Conservation Contract Management - Contract selection process, contract maintenance…
Grant Management - RFG process, proposal evaluation process, grant tracking process…
Solution Areas
Solution Areas• An area of solution
– Focusing on one specific branch or type of business or organization– Collection of best practices, customizations, add-on’s, modules etc.– Documentation and quick-run, demo or even video showcasing possibilities for you
• Strengths and benefits– Microsoft delivers material, demos, videos, datasheets, look-and-feel models, customer stories– Tailor-made and still standard– Continuously updated with new possibilities and even whole new areas– Easy to evaluate and implement– Ways to inspire and get a jump-start
• Some examples– Citizen Service– Customer Service– Education– Financial Services– Government– Healthcare– Manufacturing
VerticalsCitizen Service Platform
Contact CenterPharma / Life Science
Financial Services
Example: Citizen Service Platform / Public Sector
Example: Citizen Service Platform / Public Sector
Example: Citizen Service Platform / Public Sector
Example: Citizen Service Platform / Public Sector
Example: Citizen Service Platform / Public Sector
Some useful resources• Industry-specific solutions for Microsoft Dynamics CRM
http://www.microsoft.com/dynamics/crm/product/industrysolutions.mspx
• Contact Centerhttp://www.microsoft.com/industry/government/crmccdemo.html
• Patient Relationship Management improves patient health and satisfactionhttp://www.microsoft.com/dynamics/crm/product/healthcare.mspxhttp://www.microsoft.com/amalga
• Microsoft Dynamics CRM for governmenthttp://www.microsoft.com/dynamics/crm/product/government.mspx
• Microsoft Dynamics CRM for Public Sectorhttp://www.microsoftpsdemos.com
• Microsoft Dynamics CRM – The Danish Bloghttp://blogs.msdn.com/mscrm/pages/solution-areas.aspx
The Power of ChoiceOn-Premise On-Demand
YOUR PROCESSES
WHERE YOU NEED THEM
On PremisePartner HostedMicrosoft HostedCombinations
ON YOUR TERMS
Risk CostDifferentiationTime to marketIT Resources
SOFTWARE + SERVICES
The Power of Choice
OptimizationPeople readyBusiness opportunities
Challenges prompting customers toconsider on-demand alternatives:
• Optimize use of IT resources• Rapid deployment• Change Management• Demand for business continuity• Low kick-off investment• Need for cost management and cost flexibility• Engage across the Web
On-Premise vs. On-Demand
On-Premise On-Demand
On-Premise and On-Demand
The Power of Choice
The Power of Choice for Software + Service
• Choose how you USE IT - Outlook, browser, mobile
• Choose how you GET IT - Software or service
• Choose how you BUY IT - Own it or rent it
• CHANGE it any time as your business needs change
Outlook Web client Pocket PC
Office programs
BlackberryPalm
Microsoft CRM User Interface Options
Hosting offering
You can visit Skyggnir, Skýrr and Opin Kerfi for more info and a talk
Services Platform and Applications
Azure™ Services Platform
Software + ServicesValuable resource: http://www.microsoft.com/softwareplusservices/
40
Martin Houlberg JensenCRM EvangelistMicrosoft DenmarkBlog: http://blogs.msdn.com/mscrm/E-mail: [email protected]
Best of Convergence & TechEd in Iceland 19.-20.01.09CRM Solution Areas, xRM and vertical solutions
Q&A
41
”Be smart,perform,execute well.”- Steve Ballmer
thank you
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