Accelerate Business Success With CRM CRM Interoperability.

Accelerate Business Success With CRMCRM Interoperability

CRM & SharePoint

David BishopMicrosoft UK

Accelerate Business Success With CRMCRM

Information Workers and Task Workers

• Information Workers

• Create strategy• Self managed• Create knowledge• Analyze data• Unique value add

• Task Workers

• Carry out strategy• Are monitored• Generate data• Deliver goods• Repeatable value

add


• Collaborating• Ad hoc • Document creation• Data discovery• Highly personalized

Information Work and Task Work

• Information Work • Task Work

• Process bound• Managed tools• Forms based entry• Transaction focused• High scale


SharePoint

Manage / View

Access/SearchCollaborate

Process Owners

(Business Units, Departments, Teams)

Process Participants(Internal Organization, External)

Unstructured & Semi-Structured Data(Info stored in Documents, Lists)

Business Process Automation

Social Engagement

BroadcastPublish

Structured Relational

Data(info stored in tables)

Act / Interact

Integrate & Extend(BCS, Web-Parts, Enterprise Search…)

SharePoint and CRM are ComplementaryEach enable different parts of process to different audiences

CRM


Access/SearchCollaborate

Facilities & Maintenance Teams

Process Portal

BroadcastPublish

Example: Asset Management

Asset Relationships & Data

• Properties / Fleets / Assets• Fleets related to properties• Assets related to fleets and properties• Maintenance Schedules• Contracts• Contact / Owners• All associated data & relationships

New Request AutomationProcurement AutomationMaintenance AutomationLicensing/Insurance AutomationVehicle Tracking AutomationIncident / Claims AutomationContract AutomationAsset Lifecycle Management

Asset Documents• Contracts, Usage Provisions and

Paperwork, Claims Forms• Document workflow

Broadcast Asset Info Publish Analytics Insight

• Data, History, Analytics

OutlookMobileAnalyticsOffline

Content

Initiate/Track Asset Request• Request new asset, change requests• Update requests

External-facing side of Process

• Requestors of assets• 3rd party contractors

Dashboard

360 degree view

Interactions / TransactionsActivities / Events


Not SharePoint

orCRM

Unstructured Data

Broadcast & Publish


Relational Data

SharePoint

CRM

Breadth of Capabilities

Audience External to Process

Access & Search

Query & Analyze

Audience Internal to Process

Why SharePoint + CRM Together?Differences Are Good - Complementary Strengths Work Better Together

AND

SharePoint

CRM


Unstructured Data

Broadcast & Publish


Relational Data

Breadth of Capabilities

External Audiences

Access & Search

Query & Analyze

Internal Audiences

Even Better TogetherAdd in.NET Extensibility and Microsoft Office Usability and To Round Out the LOB App Platform

Extensibility Familiarity / Usability

SharePoint

CRM

AND.NET Office


SharePoint

CRM

Unstructured & Semi-structured

Data

Social Engagement & Collaboration

Information Evolution &

Storage

Informal Rules Enterprise Search

Across Teams & Domains


Data

Interactions, Activities &

Tasks

Information Generation &

Analytics

Formalized Processes

Data Query & Filter

Within Teams & Domains

SharePoint and CRM are ComplementaryCombined strengths cover broad business needs

SharePoint – Unstructured Data


Data


Data


CRM – Structured Relational Data


Data


Data

Patient

Hospital

Cases

Doctor

Appointment


SharePoint – Social Engagement



Tasks


CRM – Interactions and Activities



Tasks


SharePoint - Information Storage


Storage


Analytics


CRM - Information Generation


Storage


Analytics


CRM – Analytics SharePoint – Display

15


Storage


Analytics


SharePoint - Informal Rules – Document Centric

Informal Rules



CRM - Formal Rules – Process Centric

Informal Rules



SharePoint - Enterprise Search

Enterprise Search

Data Query & Filter


CRM - Data Filter and Query

Enterprise Search

Data Query & Filter


When To Use CRM or SharePointDirectional guidance only

Customer Has Needs Relational LOB Application (Complex)

Needs List-based Application (Simple)

SharePoint OnlyAdd CRM.

Use both consistently for complete solution as outlined

Use SharePoint

CRM OnlyAdd SharePoint.

Use both consistently for complete solution as outlined

Use CRM as data hub for any type of LOB application

Both Use both consistently for a complete solution as outlined

Use both consistently for a complete solution as outlined


When Not To Use CRMDirectional guidance only

Customer Needs

Characteristics CRM

Billing Engine/ eCommerce platform

High volumes of transactions on billing platform

Use CRM to integrate with billing engine/platform. Build product catalog, buyer management and related applications

Enterprise Content Management

Document repository and versioning

Use SharePoint. CRM can be utilized to connect documents to business processes and entities

Websites/ Portal Interfaces

User experience and portal tools

Use CRM as back-end data store and process automation, but not to build the User Experience.


What about the Cloud?


Azure AppFabric


• New User Interface including New Ribbon– Streamlined UI, including the new Ribbon, is intuitive and contextual and makes Web users

more effective, reduces training, provides better performance and lowers costs.

• Multiple Browser Support– Supports Internet Explorer, Firefox and Safari

• SharePoint Designer– New UI, enhanced modelling capabilities and improved workflow capabilities

• Business Connectivity Services (Business Data Catalog)– BCS allows you to connect to line-of-business applications, Web services and databases

• SharePoint Workspace (formerly named Groove)– A rich client for SharePoint that allows you to take lists and libraries offline, including the

ability to update content and sync it back when you are connected

• Silverlight Web Part– The Silverlight Web Part lets you integrate Silverlight applications and rich media into a site

• Development Experience– Integration with Visual Studio 2010 increases productivity

SharePoint 2010

Accelerate Business Success With CRM CRM Interoperability.

Documents

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