Skip to main content

CRM - Overview Diagram

[PLACEHOLDER]
Image

CRM is an interesting topic.

I had the opportunity to work for a company where I participated in a project for the integration of:
  • Microsoft Dynamics GP
  • Microsoft Dynamics CRM
  • Sharepoint (for the intranet)
    •  
     
I’ve also worked in the Digital Agency industry, involved in Web App solutions, where CRM strategies play an important role.
For a client (Eg: An online company in retail selling shoes) would be beneficial to find a Shop (Digital Agency) that understands CRM from the strategic point of view and also offers services using software tools that facilitate the finding of insights, track consumer behaviors and helps to provide a personalize experience to the consumer; bringing value to the business.

There are CRM solution providers out there that a Shop can partner with. To name a couple:

There could also be a case where a Shop can create their own custom solution that could have as their center piece a BI system, created as a product/service for their clients. This flexible and scalable product/service can evolve to get integrated with 3rd party vendors and/or partners if it needs to. In terms of Data It does not have to be a complex data warehousing. A dataset, as a starting point, should be enough for storing data making it easier for finding valuable insights, defining targets and design/enhance the strategy that make sense for their client’s business, moving from a campaign focused to a customer focused strategy. Without going too deep into the details here are a couple of suggestions regarding the products that can be used:
  • Microsoft SQL Server (including SSIS for data transformation). find more here
  • Pentaho: it has a commercial and Community version (currently installed it for a POC. I'm hoping to get to a point that I can write a post about it). Find more here

As I continued looking more into CRM solutions I ran into the book “Connected CRM – Implementing a Data-Driven, Customer-Centric Business Strategy” by David S. Williams. Instead of writing an article with multiple pages about the subject I ended up drawing this high-level diagram as a visual overview of the concept that I wanted to express in this post, which is focus on online properties (Web Apps) from the Digital Shop perspective. It could also be considered as a subset of a bigger CRM Integration Design for a client that has other systems (Example: ERPs (Enterprise Resource Planning), internal CRM solutions, POS (Point Of Sale system), others) and channels.
Diagram created using http://creately.com/


Trending posts

Democratizing AI

Democratizing AI is all about empowering others to use it, by making it available to them. Audiences, such as marketers in a company, will be able to access AI capabilities as part of their MarTech solutions, without the need of being technical. It could also be schools, where the younger generations are learning how to use it in responsible, secure, innovative, and creative ways. This is the year where companies, after discovery phases and teams experimenting, are looking to activate and take advantage of the AI advances. Generated with Microsoft Designer   And so, questions emerge, such as “What to democratize when leveraging AI?” There are common scenarios, as well as specific ones, that will depend on the company, and the industry they belong to. A common scenario, seen in many industries, when democratizing data is the data visualization and reporting . In digital marketing, as an example, data scientists and data analysts can automate reporting, making them available to the c...
Read more

SRE, DevOps and ITOps

 If you are wondering what the differences between the SRE and DevOps are, as well as how these roles work with ITOps within an organisation then you are not alone; and best of all you are on the right blog post. Often enough business units in a company get confused, assigning the ServiceNow or Jira tickets or any other ticketing system of your preference, to the wrong group, and even having the incorrect expectations when doing resourcing. Let us go through definitions, insights and scenarios that will help you understand the difference. DevOps software development operations - AI Generated When it comes to DevOps and SRE, then you might be wondering which practice came first. While SRE may have originated a bit earlier, internally at Google, DevOps came first publicly as a practice and started to be used by companies. A few years later was when Google decided to open SRE to the world after the publication of the "Site Reliability Engineering" book. Therefore, technically sp...
Read more

SLA-SLO-SLI and DevOps metrics

Companies are in need of the metrics that will allow them to stay in business by making sure they meet the expectations of their customers. The name of the game is higher customer satisfaction by winning their trust and loyalty. To do so, you want to provide good products and services. Therefore you need to find ways to monitor performance, drive continuous improvements and deliver the quality expected by the consumer in this highly competitive market. Photos from AlphaTradeZone via Pexel and Spacejoy via Unsplash SLAs, SLOs and SLIs are a good way to achieve the above. They allow clients and vendors to be on the same page when it comes to expected system performance. If we go one level deeper, vendors/providers work on NFRs (Non-Functional Requirements) when working on their solutions. NFRs define the quality attributes of a system. I bring them up because the relationship between them and the SLAs is that they provide, in a way, foundational aspects for the SLA-SLO-SL...
Read more

Effective framework to resolve conflict in the Workplace

 Conflicts are a part of our daily lives and are often unavoidable at work. Therefore, it's essential to have the tools to effectively manage conflicts and leverage them to our advantage - to spur new ideas, challenge and strengthen our beliefs, and evolve our perspectives when necessary. However, conflicts often trigger our fight-or-flight response and can cause chronic stress and mental fatigue and diminish our productivity. Having the right tools can help us face conflicts confidently.  AI Generated with Microsoft Copilot + Designer by Beolle   Recently, I took a course from Harvard ManageMentor® * to enhance my conflict resolution skills. I summarized the key takeaways from the course in the framework below to help you better prepare for resolving conflicts. The framework consists of six (6) parts Identify the type of conflict   Identify your own and your counterpart's conflict styles   Determine how you want to address the conflict   Prepare to resolve...
Read more

This blog uses cookies to improve your browsing experience. Simple analytics might be in place for pageviews purposes. They are harmless and never personally identify you.

Agreed