CRM & SharePoint Where do we draw the line?

Agenda What is… The Playing Field Who’s Acronym is it Anyway? Traditional Application of Principles Examples of Overlap? Real-World Example Summary

What is SharePoint? *Platform Benefits – Better internal communications – Automate internal business processes – Reduce time to find & create content – Enhance staff productivity

What is CRM? xRM Benefits – Enhance client interaction – Info surround client easily accessible Sales Service Marketing – Store client related IP for better transparency

Customer (External) Overlap Employee (Internal) The Rugby Playing Field

Acronyms Demystified CRM – Customer Relationship Management xRM – Anything Relationship Management ECM – Enterprise Content Management BPM – Business Process Management FCS – Fun, Cool, Stuff

CustomerInternalCRMSharePoint Traditional Application

Customer Facing Service MarketingSales

Service – Call centre Sales -Sales force -Leads, Opportunities, Quotes -Marketing -Campaigns via and other

xRM Additional Entities Projects Timesheets Travel More info to build holistic Customer View

Internally Facing ECM BPMFCS

Internally Facing ECM – Creating, Storing, Categorising, Consuming and Managing ALL content – More than just documents – Web, Scans, Communication, Documents, * BPM – Automate and IMPROVE internal business processes FCS (Non work related cool stuffs)

Examples of Overlap? Doc Mgmt. – Scanning = Proof Workflow (Countless Scenarios) – CRM also has workflow component Search – CRM also has search Reports Not to mention xRM SharePoint Extranet?

CustomerInternalCRMSharePoint In Summary Horses 4 Courses CRM in SharePoint? Build vs Buy CRM Options – Mobile – Online SharePoint (on premise), CRM (cloud)

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