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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
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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

Ongoing maintenance

Ongoing maintenance of the integration is needed to keep it running smoothly over time. Tasks include:

  • Fixing defects

  • Periodic upgrades of ERP and CRM

  • Data management: backups and manual synchronization

  • Adding new integration features

Fixing defects

As they use the system, users may find defects. Defects need to be triaged so that you fix the important ones and keep a note of the less important ones. Grading the defects on a scale of 1-5, where 1 is a showstopper and 5 is a cosmetic issue, is a useful way to determine which defects need to be fixed and in which order.

Periodic upgrades of ERP and CRM

Over time you will need to manage the upgrades of the ERP and CRM software. If the integration is designed well and the development APIs are well designed, the integration features should still work after an upgrade, in most circumstances. However, it is possible that some rework, or changes, may be necessary. Always re-test the integration features after an upgrade.

Data management...

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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