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AP115 xRM Framework: A Faster Way to Build Business ApplicationsRoss Dembecki / Lead Product ManagerCraig Steere / Technical Solution Professional
Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems
xRM Framework
Core CRM
Sales Productivity
Customer Care Marketing
Extended CRM
Industry Solutions
Custom Applications
AP029: Selling Dynamics CRM: The sales productivity proof points
AP049: Microsoft Dynamics 2011 and the Cloud
AP107: Customer Care AcceleratorAP115: xRM Framework: A Faster Way to Build Business
Applications
• Over 1,400,000 users in more than 80 countries with 40+ languages
• Over 23,000 customers fromsmall to enterprise
• Over 1,200 software and services partners with new Dynamics CRM competency
• Over 100 service providershosting Dynamics CRM solutions
• Highest rated CRM suite by Forrester, Leader Quadrant by Gartner
• Multi-tenant architecture for cloud and on-premises deployment
• Regional datacenters in the Americas, EMEA, and APAC• Accreditations: ISO 27001:2005 and
SAS 70 Type I and Type II attestations
• SLA: 99.9% uptime, 24/7 support
• Developer symmetry between our cloud and on-premises assets for integration and extensibility
• More value for less helps customers make the most of their investments
Business at a Glance
On-premises Systems
Cloud Services
Core CRM ApplicationsSales Productivity – Customer Care – Marketing
xRM Framework
Extended CRM Applications
Industry Solutions - Custom Applications
BrowserPC Phone
Winning Customer Scenarios
Extended CRM Key Industry Solution Areas
On-premises Systems
Cloud Services
Sales and ServiceCitizen Service PlatformGovernment 2.0Government Case MgmtHealth Plan SalesCaregiver Collaboration
Financial Advisory ServicesCustomer CentricityGuest Experience MgmtMedia Business MgmtPartner Management… and Many More
Key IT ChallengesChallenges with delivering sustainable business value
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Too much time and money is required to efficiently develop, deploy and maintain custom applications
Identifying the right application is costly. Maintaining applications from multiple vendors is cumbersome
Difficult to deliver business ROI and differentiators
Limited budget and resources
Too many issues with buying and
building apps
Not equipped to rapidly respond to business change
Bridging the GapA better way to accelerate application development
Development Tools
Development Frameworks
Packaged Applications
Build Buy
Application Platform
Lower total cost of ownership
(TCO)
Rapidly innovate and grow your
business
Shared Application and Data Services
Vendor Management
Asset Management
Employee Management
Program Management
BUILD
many LOB applications
ON
a single framework
WITH
shared resources
One Framework : Many ApplicationsxRM accelerates the development of many LOB applications
Supplier Management
Property Management
Recruit Management
Project Management
Contractor Management
Fleet Management
Resource Management
Product Management
Partnership Management
Contract Management
Lifecycle Management
Constituent Management
Grant Management
Licensing Management
Legislation Management
Task / Activity Management
Shared Environments & Resources
Consistent and Complete User Experience
xRM Dynamic Application ServicesReusable and adaptable
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360O View
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Microsoft Technologies
(Outlook, Office, SQL Server, .NET)
xRM Application Services rapidly adapt to fit your application requirements Adaptable to fit the
unique needs of every application
Range from simple to complex options
Comprehensive application development environment
Integration ServicesRapidly innovate with a wide range of integration capabilities
• Composite Applications
• Integrated UI (sitemap, ISV)
• Low Cost & Maintenance• Embedded
• Dynamically generated web-services
• Call outs with Parameters
• Get results back
• “Traditional” Approach
• Fully operational APIs (CRUD)
• Data API• Metadata API
• Full blown integration
• Pre-built connections with integration platforms (BizTalk)
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User Experience Related
Enterprise Mash-ups
Leverage logic from other apps
Business Logic
Data needs to be synchronized
Data Integration
Processes flows across applications
Process Integration
Architecture Services Support broad set of global business application needs
Multi-tenant Architecture• Supports multiple isolated
applications (database instances) in a single framework
• Administration across appsMulti-language• 40+ available languages• Right to left and UnicodeMulti-currency• Base currency for roll-up• Transactional currencies
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Work DepartmentsExample: ACME Procurement
Corporate DivisionsExample: ACME European Operations
Work TeamsExample: ACME Account Team
Organization-wideExample: ACME, Inc
Powerful and intuitive point & click allows organisations to rapidly build entire applications
• For technical and non-technical users
• Enables lightning fast deployments and agile iterative design and feedback
• Completely define each unique application through point & click
• Less developers focused on building infrastructure
Point & Click CustomisationBuild your applications with nothing but a mouse
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Point & Click Customization Components Relational Data Schema Forms Designer & Navigation Feature Functionality Role-based Security
Business Logic Process Automation Reporting Application
Configuration
xRM Ripple EffectChanges Dynamically Propagate To Application Services
The xRM Ripple Effect increases IT responsiveness to business requests, increases productivity and provides low TCO
Ripple Effect - “Create New Field” New field is dynamically made available to:• Forms Designer (UI)• Client-side Jscript• Workflow Engine (triggers, data…) • Advanced Find & Query• Analytics• Wizards (Workflow/Reporting)• Offline Synchronization• Web-Services (Data/Metadata API)• Mail Merge• Data Import, Mapping & Deduplication
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Microsoft | xR
Certification Management Legal Case Management Employee Management
Logistics & Task Management Dealer Management Asset / Fleet Management
One Framework : Many AppsScreenshots of a variety of xRM applications
Custom Web Portal Mobile Devices Silverlight / WPF
SharePoint Microsoft Office Word Composite UI
Extensible User ExperiencesExtend the UI to the environment that best fit your people
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DEMONSTRATIONExamples of Customised Business Applications
One Framework : Many AppsMany different xRM applications being used at ING
Real Estate Development Real Estate Investment
Management Real Estate Finance Vendor Management
(2,500+ users) More in the plan…
“We were finished building our Real Estate Development application in only 3 weeks!”
Customer ROITangible xRM benefits
• Increase in closed business deals
• Live with hosted solution within 5 days
• Accelerated deployment by 6 months
• Improving “First Call” Resolution Rates to 80%
• Increasing Call Capacity by 100%
• Increasing Electronic Tax Collections by 500%
• Improved productivity by automating manual processes
• Better track information derived from multiple communication channels
• Saves more than 1,250 hours of labor each year by automatically transferring dealer configurations to quotes
• Reduced overhead and improved experience as orders are filled more quickly and more accurately
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Developer Productivity
• .NET 4.0• Flexible web services (WCF, REST, AJAX)• Client-side object model• Cross-version compatibility• Enhanced query support
Power of Choice
• Code / Report “Sandbox” • Extended Event Pipeline via Windows Azure• Claims-based authentication and federation• Visualisations• Portal Integration
Rich Platform Services
• Solutions Management• Enhanced data modelling• Client extension hosting and deployment• Optimised transaction support• Enhanced Security and Auditing
xRM Enhancements in Dynamics CRM 2011
DEMONSTRATIONNew Rapid Development Tools in Dynamics CRM 2011
SharePoint
xRM
Unstructured & Semi-structured
Data
Social Engagement & Collaboration
Information Evolution &
Storage
Informal Rules Enterprise Search
Across Teams & Domains
Structured Relational
Data
Interactions, Activities &
Tasks
Information Generation &
Analytics
Formalized Processes
Data Query & Filter
Within Teams & Domains
SharePoint and xRM are ComplementaryCombined strengths cover broad business needs
Microsoft Dynamics CRM 2011Extended CRM Applications
xRM Framework
Rapid ApplicationDevelopment
Business ProcessManagement
Business Intelligence
Office and WebUser Experience
CustomerRelationshipManagementApplication
PartnerRelationshipManagementApplication
DistributorRelationshipManagementApplication
AssetManagementApplication
LeaseManagementApplication
“Anything”RelationshipManagementApplication
• Reduce application development complexity with declarative development• Shrink administration, management and licensing costs• Available on-premises and in the cloud• Included as part of Microsoft Dynamics CRM 2011
Call To ActionSign-up to be a CSA Fee Partner or a CRM/ERP Referral Partner
Use Dynamics CRM via Internal Use Rights Benefit
Attend CRM Global Readiness Tour: 1 Day – 2 TracksSydney: October 18th Melbourne: October 19th
Register Now: http://bit.ly/CRM2011GRT
Leverage the Dynamics CRM 2011/Online Beta• Public Beta – Customers, partners and prospects• September – Released & available for both Online and on-premises• Beta Sign-up - http://crm.dynamics.com/crm2011beta
Web: http://crm.dynamics.com Twitter: @rossd_crm
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