Accelerate Business Success With CRM CRM Interoperability

Accelerate Business Success With CRM CRM 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

Accelerate Business Success With CRM CRM 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

Accelerate Business Success With CRM CRM SharePoint Manage / View Access/Search Collaborate 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 Broadcast Publish Structured Relational Data (info stored in tables) Act / Interact Integrate & Extend (BCS, Web-Parts, Enterprise Search…) SharePoint and CRM are Complementary Each enable different parts of process to different audiences CRM

Accelerate Business Success With CRM CRM Access/Search Collaborate Facilities & Maintenance Teams Process Portal Broadcast Publish 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 Automation Procurement Automation Maintenance Automation Licensing/Insurance Automation Vehicle Tracking Automation Incident / Claims Automation Contract Automation Asset Lifecycle Management Asset Documents Contracts, Usage Provisions and Paperwork, Claims Forms Document workflow Broadcast Asset Info Publish Analytics Insight Data, History, Analytics Outlook Mobile Analytics Offline Content Initiate/Track Asset Request Request new asset, change requests Update requests External-facing side of Process Requestors of assets 3 rd party contractors Dashboard 360 degree view Interactions / Transactions Activities / Events

Accelerate Business Success With CRM CRM Not SharePoint or CRM Unstructured Data Broadcast & Publish Business Process Automation 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

Accelerate Business Success With CRM CRM Unstructured Data Broadcast & Publish Business Process Automation Relational Data Breadth of Capabilities External Audiences Access & Search Query & Analyze Internal Audiences Even Better Together Add in.NET Extensibility and Microsoft Office Usability and To Round Out the LOB App Platform ExtensibilityFamiliarity / Usability SharePoint CRM AND.NET Office

Accelerate Business Success With CRM CRM SharePoint CRM Unstructured & Semi-structured Data Social Engagement & Collaboration Information Evolution & Storage Informal RulesEnterprise Search Across Teams & Domains Structured Relational Data Interactions, Activities & Tasks Information Generation & Analytics Formalized Processes Data Query & Filter Within Teams & Domains SharePoint and CRM are Complementary Combined strengths cover broad business needs

SharePoint – Unstructured Data Unstructured & Semi-structured Data Structured Relational Data

Accelerate Business Success With CRM CRM CRM – Structured Relational Data Unstructured & Semi-structured Data Structured Relational Data PatientHospitalCasesDoctorAppointment

Accelerate Business Success With CRM CRM SharePoint – Social Engagement Social Engagement & Collaboration Interactions, Activities & Tasks

Accelerate Business Success With CRM CRM CRM – Interactions and Activities Social Engagement & Collaboration Interactions, Activities & Tasks

Accelerate Business Success With CRM CRM SharePoint - Information Storage Information Evolution & Storage Information Generation & Analytics

Accelerate Business Success With CRM CRM CRM - Information Generation Information Evolution & Storage Information Generation & Analytics

Accelerate Business Success With CRM CRM CRM – Analytics SharePoint – Display 15 Information Evolution & Storage Information Generation & Analytics

Accelerate Business Success With CRM CRM SharePoint - Informal Rules – Document Centric Informal Rules Formalized Processes

Accelerate Business Success With CRM CRM CRM - Formal Rules – Process Centric Informal Rules Formalized Processes

Accelerate Business Success With CRM CRM SharePoint - Enterprise Search Enterprise Search Data Query & Filter

Accelerate Business Success With CRM CRM CRM - Data Filter and Query Enterprise Search Data Query & Filter

Accelerate Business Success With CRM CRM When To Use CRM or SharePoint Directional guidance only Customer HasNeeds Relational LOB Application (Complex) Needs List-based Application (Simple) SharePoint Only Add CRM. Use both consistently for complete solution as outlined Use SharePoint CRM Only Add 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

Accelerate Business Success With CRM CRM When Not To Use CRM Directional guidance only Customer Needs CharacteristicsCRM 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.

Accelerate Business Success With CRM CRM What about the Cloud?

Accelerate Business Success With CRM CRM Azure AppFabric

Accelerate Business Success With CRM CRM 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