1. CRM Solution Areas, xRM and vertical solutions
Hello, Iceland!
CRM Solution Areas, xRM and vertical solutions
Martin Houlberg Jensen
CRM Evangelist
Microsoft Denmark
Blog:

2. Why my Words have Value for you
Top 5
CRM
>50
CRM>100
1990

3. Agenda Power of Choice xRM What is it What is it good for How Examples
Solution Areas – Vertical solutions
What is this
Resources
Power of Choice
On-Premise
On-Demand

4. xRM

5. Uses for X? Algebra. An unknown quantity or a variable.
Science. Power of magnification
Mathematics. Cartesian coordinate.
Stock Market. A Nasdaq stock symbol specifying that it is a mutual fund.
Drugs. Methylenedioxymethamphetamine (not that I would know!)
Symbols. Symbol of a kiss, signature, and place on a map
Chemistry. Cap halogen atom
Business. Business applications built on a platform having characteristics of rapid development/deployment

6. 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 

7. 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
CRM
Sales
Service
Marketing
xRM
Extend beyond managing customers
Extend beyond sales, service and marketing process automation

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

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

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

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

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

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

14. 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

15. xRM versus Custom Development
Identify Need and Prioritize.
Allocate Budget/Resources
Requirements Gathering
Design & Technical Architecture
Prototype/Coding (schema/db, biz logic, UI)
Code Integration & Testing
Move to QA environment for testing
QA , Fixes, More QA
Release Management (Move to production environment)
Deployment and set-up
User Training & Feedback (bugs, complicated…)
Business Feedback (doesn’t meet needs)
Wave 1 major bug fixes
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

16. xRM versus Packaged Applications
Identify Need and Prioritize Budget
Allocate Budget/Resources
Requirements Gathering
Find applications that can fit most of the needs (evaluation)
Purchase application (on-demand or on-premise = $ / user)
Design & Technical Architecture
Prototype/Coding (schema/db, biz logic, UI)
Code Integration & Testing
Move to QA environment for testing
QA, Fixes, More QA
Release Management (Move to production environment)
Deployment and set-up
User Training and Feedback (bugs, complicated…)
Business Feedback (doesn’t meet needs)
Wave 1 major bug fixes
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…

17. xRM significantly reduces Time & Costs
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. 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
COST
VALUE

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

20. 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
RISK
COST
MAX VALUE

21. 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…

22. Solution Areas

23. Solution Areas An area of solution Strengths and benefits
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. Verticals Citizen Service Platform Financial Services
Pharma / Life Science
Contact Center

25. Example: Citizen Service Platform / Public Sector

26. Example: Citizen Service Platform / Public Sector

27. Example: Citizen Service Platform / Public Sector

28. Example: Citizen Service Platform / Public Sector

29. Example: Citizen Service Platform / Public Sector

30. Some useful resources
Industry-specific solutions for Microsoft Dynamics CRM
Contact Center
Patient Relationship Management improves patient health and satisfaction
Microsoft Dynamics CRM for government
Microsoft Dynamics CRM for Public Sector
Microsoft Dynamics CRM – The Danish Blog

32. The Power of Choice
On-Premise
On-Demand

33. The Power of Choice SOFTWARE + SERVICES Your Processes
Where You Need them
On Your Terms
Risk
Cost
Differentiation
Time to market
IT Resources
On Premise
Partner Hosted
Microsoft Hosted
Combinations
Optimization
People ready
Business opportunities
Microsoft Dynamics S+S is centered around customer’s business processes. Customers have to be able to describe them, to customize them, to implement them in any way they want to, no matter how this gets deployed across desktop, Web, server, and mobile.
They need to decide where they want them. Do they want them inside their own datacenter, do they want them hosted by one of our business partners, do they want them to be out in the cloud on Microsoft servers, or do they need a certain combination? You might say, why do customers care? Well, there's a combination of cost factors, compliance and risk factors. Customers may have software in their business that's a form of differentiation that they want to keep more private. There's speed and time to market. It will be much faster in some cases to take advantage of a cloud-based service than it will be to instance a given application inside their own datacenter.
So, there will be a combination of factors that may make customers want to embrace different deployment options, but the fact of the matter is we need one technology platform and a consistent set of applications that move in this direction, and we're absolutely committed and moving that direction with all of our offerings.

34. On-Premise vs. On-Demand
On-Premise and On-Demand
Challenges prompting customers to consider 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
On-Demand
What challenges are prompting customers to consider on demand alternatives?
Optimize use of IT resources
Companies of all sizes suffer internal IT resource shortages, but the challenge can be especially acute for mid-market organizations. Mid-market IT departments often have fewer than five people on staff. Still, like larger IT organizations, they are under pressure to become more efficient in increasingly complex environments.
Rapid deployment and change management
Customers are seeking ways to accelerate deployments while better managing changes in the software they use. They also want to meet strategic business needs and goals at the same time.
Demand for business continuity
The need for continuity in business performance is so important that interruption-free performance is often built into the IT department’s service-level agreements.
Need for cost management and cost flexibility
Many customers who are best served by an up-front software deployment can still achieve significant cost-management improvements by leveraging the IT infrastructure of a service provider. For other customers, subscription-based SaaS solutions that do not require up-front investment in applications provide cost flexibility and simplify cost management.
The Power of Choice

35. The Power of Choice for Software + Service
3/31/2017 4:29 PM
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
©2005 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary. 35
© 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

36. Microsoft CRM User Interface Options
3/31/2017 4:29 PM
Microsoft CRM User Interface Options
Outlook
Pocket PC
Web client
Office programs
Palm
Blackberry
©2004 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

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

38. Services Platform and Applications
Azure™ Services Platform
Microsoft’s services platform extends Windows to the web and, as always, Microsoft is betting its own technologies upon this extension of its platform with the Microsoft Online applications.
Windows Azure is a new Windows offering at the Web tier of computing. This represents a significant extension to our family of Windows computing platforms from Windows Vista and Windows Mobile at the experience tier, Windows Server at the enterprise tier, and now Windows Azure being our Web tier offering, what you might think of as Windows in the cloud.
Windows Azure is our lowest level foundation for building and deploying a high scale service, providing core capabilities such as virtualized computation, scalable storage in the form of blogs, tables and streams, and perhaps most importantly an automated service management system, a fabric controller that handles provisioning, geo- distribution, and the entire lifecycle of a cloud-based service.
You can think of Windows Azure as a new service-based operating environment specifically targeted for this new cloud design point, striking the best possible balance between two seemingly opposing goals. We're betting on Azure ourselves, and as the system scales out, we'll be bringing more and more of our own key apps and key services onto Windows Azure because it will be our highest scale, highest availability, most economical, and most environmentally sensitive way of hosting services in the cloud.
Microsoft also provides higher-level developer services including Live Services, Microsoft .NET Services and Microsoft SQL Services. These services, when taken together with Windows Azure itself, constitute a much larger Azure Services Platform. These higher level developer services, which you can mix and match a la carte, provide functions that as Windows developers you'll find quite valuable and familiar and useful. Dynamics CRM and SharePoint are two of our most capable and most extensible platforms for business content, collaboration, and the rapid delivery of solutions. Much more detail about these two sets of services will be disclosed in the coming months but they fill a very important role in the overall Azure Services Platform.
Lastly, as always, Microsoft bets on its own platforms and with Windows Live, Office Live and the Microsoft Online applications, customers are today able to benefit from Microsoft applications delivered as services.

39. Software + Services
Valuable resource:

40. Q&A Martin Houlberg Jensen
3/31/2017 4:29 PM
Q&A
Best of Convergence & TechEd in Iceland
CRM Solution Areas, xRM and vertical solutions
Martin Houlberg Jensen
CRM Evangelist
Microsoft Denmark
Blog:
MICROSOFT CONFIDENTIAL
© 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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execute well.”
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