CRM Solution Areas: xRM and vertical solutions Martin Houlberg. Ráðstefna 2009.

1. Martin Houlberg Jensen
CRM Evangelist
Microsoft Denmark
Blog: http://blogs.msdn.com/mscrm/
E-mail: martinhj@microsoft.com

3. • 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
On-Premise On-Demand
• Power of Choice

5. 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 atom
8. Business. Business applications built on a
platform having characteristics of rapid
development/deployment

6. • 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 

7. • Leverage your existing investment in Dynamics CRM (licenses,
resources, knowledge, UI) to rapidly build other business
applications needed within your organizations
CRM
• Sales
• Service
• Marketing
xRM
• Extend beyond managing customers
• Extend beyond sales, service and
marketing process automation

8. Manage Organizations Manage Processes Manage Stakeholders
Sales Process
Automation
Marketing
Automation
Service
Automation
Customer
Sales Team Interactions & Activities Relationship
Management

9. Manage Organizations Manage Processes Manage Stakeholders
Bid/RFP Process
Automation
Project
Automation
Certification
Automation
Procurement Desk / Vendor Relationship
Interactions & Activities
IT Purchasing… Management

10. Manage Organizations Manage Processes Manage Stakeholders
Patient Case
Automation
New Patient
Automation
Patient Wellness
Automation
Hospitals / Patient Relationship
Interactions & Activities
Healthcare… Management

11. Manage Organizations Manage Processes Manage Stakeholders
Task Automation
Maintenance
Automation
Recruiting
Automation
“Anything” (X)
Departments / Interactions & Activities Relationship
Groups… Management

12. Dallas Cowboys: Ultimate Fan Experience
Ticket Sales Season Tickets
Suite Sales Pro Seats
Catering Pro Shop
Merchandise
Sideline
Passes Concessions
Media Advertising
Credentials
Sponsors
Traffic Control Database
Video
Visitor Moneyless Fantasy Interactive
Surveillance
Registration Transactions Football Stats Scoreboards
Parking
Passes Visitor VIP Hall of Fame Wi-Fi Interactive
Tours Concierge Tailgating Play Calling

13. Contact Management Grant Management
Call Center/311
US Dept of Agriculture, NRCS
City of Bellevue, WA State of Kansas, Dept of Administration
City of Moreno Valley, CA State of Alaska, Dept of Administration
County of Kitsap, WA State of Virginia, Center for Innov Tech Constituent Management
County of Osceola, FL County of King, WA US Dept of Veterans Affairs
County of Seminole, FL University of California State of California, Dept of Insurance
Sate of California, Dept of Corporations
State of Oklahoma, Dept of Commerce
Defense Task Management City of New York, Economic Developmen
US Air Force, Europe Port of Tacoma, WA
US Air Force, District of Washington Republican Party of California
US Air Force, Request for Forces County of St. Louis, MO
Yale University
Personnel Management US Farm Credit Administration
Orange County Sheriffs Department
US Special Operations Command Permitting and Licensing
White House Communications Agency County of Harris, Texas
State of Maryland, Dept of Education
Recruiting
The White House, Office of Personnel Mgmt More:
Cardean University
Ivy Tech College Health & Human Services Case Management
Eastern Maine Technical College Student Information Systems (SIS)
Legal Case Management Contract Management
State of New Jersey, Advocates Investigation Management

14. “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

15. 1. Identify Need and Prioritize. Each cycle takes a minimum
2. Allocate Budget/Resources of 3-6 months (for a
3. Requirements Gathering relatively minor
4. Design & Technical Architecture application) and 9+ months
5. Prototype/Coding (schema/db, biz logic, UI) for more complex cycles
6. Code Integration & Testing
and the business still
7. Move to QA environment for testing
8. QA , Fixes, More QA doesn’t get what they
9. Release Management (Move to production environment) need.
10. Deployment and set-up
11. User Training & Feedback (bugs, complicated…) - Shadow apps
12. Business Feedback (doesn’t meet needs) - Lack of agility
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

16. 1. Identify Need and Prioritize Budget
2. Allocate Budget/Resources
3. Requirements Gathering
4. Find applications that can fit most of the needs (evaluation)
5. Purchase application (on-demand or on-premise = $ / user) Similar cycle for Packaged
6. Design & Technical Architecture Applications
7. Prototype/Coding (schema/db, biz logic, UI)
8. Code Integration & Testing But now there are multiple
9. Move to QA environment for testing disparate packaged apps,
10. QA, Fixes, More QA multiple specialists,
11. Release Management (Move to production environment) multiple licenses/
12. Deployment and set-up
maintenance/ subscription
13. User Training and Feedback (bugs, complicated…)
14. Business Feedback (doesn’t meet needs) fees…
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

17. Architecture/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…)

18.  Familiar Outlook Interface
MINIMIZE RISK  Simpler Approach
 Shorter Project Timeframes
COST  Less Things To Go Wrong
 Plumbing Provided
VALUE  Works with Existing Microsoft
Investments

19.  Shared Software and Licenses
RISK
 Shared Hardware
 Shared People Resources
CONTAIN COSTS
 Common Maintenance
 Change without extreme cost
VALUE
of change

20.  Delivers Business Requirements
RISK  Focus on Business Value vs.
Plumbing
 Leverage Out-of-Box capabilities
COST
 Don’t Reinvent the Wheel
 User Acceptance
MAX VALUE  Improve Business Insight across
XRM apps
 Increase Organizational Agility

21. 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…

23. • 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

24. Citizen Service Platform Financial Services
Pharma / Life Science
Contact Center

30. • Industry-specific solutions for Microsoft Dynamics CRM
http://www.microsoft.com/dynamics/crm/product/industrysolutions.mspx
• Contact Center
http://www.microsoft.com/industry/government/crmccdemo.html
• Patient Relationship Management improves patient health and satisfaction
http://www.microsoft.com/dynamics/crm/product/healthcare.mspx
http://www.microsoft.com/amalga
• Microsoft Dynamics CRM for government
http://www.microsoft.com/dynamics/crm/product/government.mspx
• Microsoft Dynamics CRM for Public Sector
http://www.microsoftpsdemos.com
• Microsoft Dynamics CRM – The Danish Blog
http://blogs.msdn.com/mscrm/pages/solution-areas.aspx

32. On-Premise On-Demand

33. SOFTWARE + SERVICES
YOUR WHERE YOU ON YOUR
PROCESSES NEED THEM TERMS
Risk
On Premise Cost
Optimization Partner Hosted Differentiation
People ready Microsoft Hosted Time to market
Business Combinations IT Resources
opportunities

34. Challenges prompting customers to
consider on-demand alternatives:
On-Premise On-Demand
• 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

35. • 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

36. Outlook Web client Pocket PC
Office programs
Palm Blackberry

37. You can visit Skyggnir, Skýrr and Opin Kerfi for more info and a talk

39. Valuable resource: http://www.microsoft.com/softwareplusservices/

40. Martin Houlberg Jensen
CRM Evangelist
Microsoft Denmark
Blog: http://blogs.msdn.com/mscrm/
E-mail: martinhj@microsoft.com
40

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