The Customer Revolution or Evolution? Presented @ CRM Evolution
xRM - as an Evolution of CRM
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xRM is the natural evolution of CRM. Businesses are expanding their use of new generation CRM solutions to manage a wider range of scenarios, including asset management, prospect management, citizen management, and many more. Microsoft CRM sits on the .NET platform and because of that, it is much more than a traditional CRM product. Instead, think of Microsoft CRM is as a rapid development application with out of the box CRM functionality. The purpose of this session is to understand Microsoft's CRM strategy and how you get to market first with world class business solutions.
Transcript of xRM - as an Evolution of CRM
xRM as an Evolution of CRM
Catherine EibnerMicrosoft Australia, Developer Platform Group
[email protected]://blogs.msdn.com/ceibner , www.twitter.com/ceibner
Key Success DriversHow do you define success?
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Business process innovation as key competitive advantage
Business productivity innovation is needed now more than ever
Flexibility to rapidly implement global innovation is a key enabler
66% of CEOs believe
their organizations
need to introduce
fundamental/ radical
changes in the next 2
years
“Products and services
can be copied. Our
business processes and
our business models are
our differentiators.”
CEO – Global Enterprise
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
Usability through Microsoft Office/Outlook
Flexibility through Dynamic Application Services
Choice through various delivery and usage options
Productivity through point & click and Microsoft
Fits people, business, environment and budget
Enterprise-class scalability, availability and performance
XRM Delivers BenefitsXRM provides both innovation and operational benefits
Putting xRM to the TestMicrosoft 24 Hour ChallengePA Office of the Attorney General
Challenge: Recreate LOB application (Intelligence Audit application)
Results Senior Developer: 3 months - $50K Unpaid Intern: 2 weeks – Free
Quotes“Plus, the intern’s applications had a better interface and more robust functionality than the original ones. For instance, agency auditors can put the application on a portable computer for use in the field in disconnected mode, for added flexibility.”
“xRM reduces our development timelines by 75%” POAG
Challenge Build a LOB application in 24 hours
based on audience vote at WPC. Sports Team Management won vote
Results 4 resources (Bryan, Barry, Reuben,
Nikhil) spent 70 combined hours to build full team/player/match management capabilities
Quotes“I have never seen that depth of application built so quickly. xRM is now officially our application platform layer.”
Employment Portal
• Users want to coordinate an automated recruiting system for applicants to apply for available positions.
• Applicants want to create accounts and apply for positions of interest.
Data Modeling Services
цззййз
Data Modeling Components SQL Server automation Table creation (entities) Data Relationships (n:n) Referential Integrity Rules
Attribute definition & rules Metadata management Web-based schema tools No SQL required
Schema modeling and metadata definition accelerates creation
Every application is defined in metadata vs. in code
Export application definition and import into other servers
Metadata architecture simplifies upgrades
Publish changes on the fly
Applications built on XRM will inherit new capabilities as platform evolves
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User Experience
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User Experience Components Microsoft Office Integration Microsoft Outlook Sync Standard Clients & Devices Common Navigation & SiteMap
User Functionality & Tools Offline Capabilities Language Packs Accessibility
Decrease training time and increase user adoption with a consistent user experience
Use the user experience that fits your users the best
Consistent navigation and tools across all applications
Productivity tools are optimized for users
Consistent user experience, even in offline mode (data, reports, workflow, custom)
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Security Services
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Access & Security Components Active Directory Access Controls / Authentication VPN-less Accessible (SSL) Bulk User Management
Role Management Role-based Security Hierarchical Security Deep data controls
Simplify user administration with role-based access controls and data security logic
Rapidly add multiple users directly from Active Directory
Create role profiles and assign appropriate security access
Export and use security roles across all environments (Dev, Test, Staging, Production)
Control operations on all relevant custom entities
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Empower every day users with easy reporting, visual insight and actionable analytics
Combine analytics with workflow for actionable intelligence
Minimize costs by leveraging existing Microsoft technology investments
Deliver business insight through familiar productivity tools
Bring analytics to the masses
Extensibility Components Microsoft SQL Server/SRS/SAS Microsoft Excel Report Creation Wizard Scheduled & Offline Reporting
Ad Hoc Analytics Dashboards / KPIs OLAP Predictive / Data Mining
Analytical Services
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XRM VisualizationsDashboards and extensive visualization capabilities
Citizen’s Issues Dashboard Recruit Compatibility Facility At-A-Glance
Recruiting Scorecard Employee At-A-Glance Asset Dashboard
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Extensibility Services
Rapidly and deeply create extensions to fit the unique needs of every application
Extension points throughout architecture
Leverages common development tools and resources
Enables reusability
Simplifies adding features through registration tool and ensures upgradeability
Extensibility Components Visual Studio Integration .NET Assemblies ASP.NET custom forms Client-side Jscript / ISV Add-ins
Server / Offline SDK Custom Workflow Actions Event Framework / Plug-ins Dynamic Registration
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Event PipelineSupports both online and offline customizations
Plug-ins are an example of how to developers can focus on building strategic business functionality, re-use it across many XRM applications in both online and offline mode and it is all upgradeable.
• Allows for sophisticated business logic to be embedded in platform
• Assemblies run within core event pipeline
• Plug-Ins can execute both online and offline for consistent use
• Dynamic plug-in registration
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Extensibility SpectrumExtend each XRM application to fit your unique needs
Simple Moderate ComplexSettings User Organization SecurityData Attributes Entities, Relationships Cross-DBProcesses Workflow .NET Assembly SDK, Plug-InsExperience Forms, Views Navigation, Reports Script, ControlsIntegration Data Import Wizard 1-way 2-way
Examples of what you can build• Custom ASPX Pages• Feature Plug-ins • Application extensions• Server-side validation and rule
enforcement• External Web Services• Workflow Assemblies
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Custom Web Portal Mobile Devices Silverlight / WPF
SharePoint Microsoft Office Word Composite UI/Mashups
Extensible User ExperiencesExtend the UI to the environment that best fit your people
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Integration Services
• 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
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Architecture Services
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Work DepartmentsExample: ACME Procurement
Corporate DivisionsExample: ACME European Operations
Work TeamsExample: ACME Account Team
Organization-wideExample: ACME, Inc
Platform Management Services
Integrates with Microsoft tools and heterogeneous environments
Full application portability streamlines ‘dev-test-staging-production’ release
Backwards compatibility Keep all XRM applications
up and running from one place
Data management
цззййз
Platform Management Components Portable Application Model Release Management Upgrade Management Job Monitoring & Controls
Data Management/De-dup Diagnostic Tools & Alerts Federated Updates MOM / System Center
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