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Integrating CRM across your Organization for Business success

By : Andrew Blackmore
Book Image

Integrating CRM across your Organization for Business success

By: Andrew Blackmore

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Integrating CRM across your Organization for Business success
Andrew Blackmore
Jan, 2016 | 180 pages
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Table of Contents (14 chapters)
Integrating CRM Across Your Organization for Business Success
Integrating CRM Across Your Organization for Business Success
Credits
Credits
About the Author
About the Author
About the Reviewer
About the Reviewer
Preface
Preface
Free Chapter
1
What is CRM Integration and Why is It Good for Your Business?
What is CRM Integration and Why is It Good for Your Business?
Different CRM applications
Users, user roles, and teams
How workflows are used in CRM
Security in CRM
Contact management
Sales management
Customer support
Management information
Summary
2
How to Implement an Integration
How to Implement an Integration
Build or buy
Building an integration
Adding CRM reports or dashboards
Summary
3
How to Build a Contact Integration
How to Build a Contact Integration
Contact management integration scenario
Designing the integration
Step 1 – entity diagrams
Step 2 – mapping the entity diagrams to each other
Step 3 – defining the unique identifiers
Step 4 – defining the fields and field mappings
Step 5 – defining the CRUD rules
Security
CRM UI changes
Summary
4
How to Build a Sales Management Integration
How to Build a Sales Management Integration
Sales management integration use cases
Integration workflows
Step 1 – creating entity diagrams
Step 2 – mapping the entity diagrams to each other
Step 3 – defining the unique identifiers
Step 4 – defining the fields and field mappings
Step 5 – defining the CRUD rules
Step 6 – designing the screen pops
Security
CRM UI changes
Advanced workshop discussion
Summary
5
How to Build a Collections Management Integration
How to Build a Collections Management Integration
Collections management integration use cases
Integration workflows
Security
CRM UI changes
Reports/dashboard changes
Advanced workshop checklist
Summary
6
How to Build a Vendor Management Integration
How to Build a Vendor Management Integration
Vendor management integration use cases
Integration workflows
Security
CRM UI changes
Reports/dashboard changes
Advanced workshop checklist
Summary
7
How to Build a Support Management Integration
How to Build a Support Management Integration
Support management integration use cases
Security
CRM UI changes
Advanced workshop checklist
Summary
8
How to Develop and Maintain Your Integration
How to Develop and Maintain Your Integration
Development plan
Deployment
Ongoing maintenance
Summary
9
Where Next for Integrations – the Cloud and Other Areas
Where Next for Integrations – the Cloud and Other Areas
The future of RideRight Bike Parts Company
Moving CRM and ERP to the cloud
Making mobile apps available to CRM users
Customers running things themselves
Summary of the chapter
Conclusion

CRM UI changes

The section on design of the screen popup covers the UI changes.

It is also useful to consider whether new reports or dashboards should be created to show information such as:

  • How many support tickets result in RMAs being created

  • Who are the top customers who return goods

  • What are the top goods that are returned because they are defective

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