CRM & SharePointWhere 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)

OverlapEmployee(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

Customer Internal

CRM SharePoint

Traditional Application

Customer Facing

Service

MarketingSales

Customer Facing

• Service– Call centre

• Sales- Sales force- Leads, Opportunities, Quotes

- Marketing- Campaigns via email 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?

DEMO

Customer Internal

CRM SharePoint

In Summary

• Horses 4 Courses• CRM in SharePoint?• Build vs Buy• CRM Options– Mobile– Online

• SharePoint (on premise), CRM (cloud)

THANK YOU!!!