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  • Book Overview & Buying Integrating CRM across your Organization for Business success
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Integrating CRM across your Organization for Business success

Integrating CRM across your Organization for Business success

By : Andrew Blackmore
Buy this Book
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Integrating CRM across your Organization for Business success

Integrating CRM across your Organization for Business success

By: Andrew Blackmore
Buy this Book

Overview of this book

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

Summary

In this chapter, we described a real-world scenario for our fictional RideRight Bike Parts company, which needs to improve the support management workflow by linking it with the ERP RMA feature.

We identified the use cases and reframed them as CRM workflows that we needed to implement. The support team should have the ability to create RMAs from the CRM ticket management feature, as part of the ticket management workflow.

We then designed the integration solution using the real-world applications of SageCRM and Sage ERP 300, to provide some context. As this integration only uses screen popups we could skip most of the usual design steps and just talk about the location of the screen popup mechanism.

In the advanced workshop section, we discussed ways to improve the feature:

  • Synchronizing the ERP RMA data so that it is viewable in CRM

  • Linking synchronized ERP RMA data to invoices in CRM

  • Linking synchronized ERP RMA data to vendors in CRM

At this point the design is completed for the support...

CONTINUE READING
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Tech Concepts
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Programming languages
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Integrating CRM across your Organization for Business success
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