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Martin Houlberg Jensen CRM Evangelist Microsoft Denmark Blog:

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1 Martin Houlberg Jensen CRM Evangelist Microsoft Denmark Blog: E-mail:


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 Power of Choice On-Premise On-Demand


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

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

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

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

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

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

13 Grant Management US Dept of Agriculture, NRCS Permitting and Licensing County of Harris, Texas State of Maryland, Dept of Education 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 Recruiting The White House, Office of Personnel Mgmt Cardean University Ivy Tech College Eastern Maine Technical College Legal Case Management State of New Jersey, Advocates Personnel Management Orange County Sheriffs Department US Special Operations Command White House Communications Agency Defense Task Management US Air Force, Europe US Air Force, District of Washington US Air Force, Request for Forces 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 Student Information Systems (SIS) Health & Human Services Case Management Contract Management More: 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 dont 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. 2.Allocate Budget/Resources 3.Requirements Gathering 4.Design & Technical Architecture 5.Prototype/Coding (schema/db, biz logic, UI) 6.Code Integration & Testing 7.Move to QA environment for testing 8.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 (doesnt 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 doesnt get what they need. - Shadow apps - Lack of agility

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) 6.Design & Technical Architecture 7.Prototype/Coding (schema/db, biz logic, UI) 8.Code Integration & Testing 9.Move to QA environment for testing 10.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 (doesnt 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…

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

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

20 RISK COST Delivers Business Requirements Focus on Business Value vs. Plumbing Leverage Out-of-Box capabilities Dont Reinvent the Wheel User Acceptance Improve Business Insight across XRM apps Increase Organizational Agility MAX VALUE

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-ons, 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 Contact Center Pharma / Life Science Financial Services






30 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 On-PremiseOn-Demand

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

34 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-PremiseOn-Demand

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 Blackberry Palm

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


39 Valuable resource:

40 40 Martin Houlberg Jensen CRM Evangelist Microsoft Denmark Blog: E-mail:

41 41

42 Please fill out the evaluation and receive a copy of Windows Home Server on handing it in! Meet me and the other presenters in the Expert Corner Next sessions…

43 TechEd Developers: Building Rich Internet Apps with Silverlight 2 Max Knor TechEd IT Pro: Windows Server 2008 & R2 (part 1) Overview Tony & Daniel Convergence: AX2009 - Supply Chain Management Mogens Larsen

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