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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
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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
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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

Development plan

A project manager will manage the development of the integration. The role of the project manager is to ensure that there is management buy-in for the project, and that all the features get built to an appropriate level of quality, and within an acceptable cost and timeframe.

We are going to discuss the development plan using an example one of the integration features that we have already designed, the contact management integration.

Instead of using a formal project management methodology, we will define a process that is as lightweight and flexible as possible. Feel free to use any alternative methodology that you prefer. We shall organize the development effort by work area. For each work area we shall create a list of user stories to be implemented.

Work areas

Breaking the work into areas allows more than one person to work on the feature at the same time. The following diagram shows three work areas that the development work naturally falls under, and the optional installation...

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Integrating CRM across your Organization for Business success
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