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

Rethinking Canadian Economic Sovereignty Amid Foreign Acquisitions

About a year ago, I attended the Elevate Festival in Toronto, which I recommend if you haven't had the chance to experience it. The event was very inspiring because of its focus on business, technology, and entrepreneurship. It was interesting to see people at various stages of their careers; some executives, others developing their startups, a few in between, and some simply there to gain insights and knowledge. There was a unique atmosphere, influenced by the current political situation between Canada and the US. Many discussions centred around data sovereignty, cloud infrastructure independence, and ensuring that Canadians' data remained safe and secure within the country's borders or trusted allies. Building trust requires considerable effort, yet it can be shattered very quickly… and once broken, repairing it becomes extremely difficult, if not impossible. Considering the current geopolitical landscape, it is unclear where we go from here... but it seems the rules hav...
Read more

Reimagining Digital Experience Management: How Agentic AI is Transforming Adobe Experience Manager

 Adobe Experience Manager (AEM) has introduced powerful new Agentic AI capabilities designed to continuously improve and adapt digital experiences at the speed of AI. By integrating advanced AI orchestrators through Agent-to-Agent (A2A) and Model Control Protocol (MCP) tools, AEM enables brands to automate complex workflows and enforce compliance seamlessly across enterprise ecosystems. Through a suite of specialized agents, teams can transition from manual, weeks-long processes into fast, AI-assisted workflows powered by simple natural language prompts. Photo by Tunahan KALAYCI via Pexels   Here is a breakdown of the key agents driving AEM’s new Agentic capabilities, their value propositions, their guardrails, and their current availability status. 1. Brand Experience Agent. Overview. The Brand Experience Agent accelerates digital modernization through specialized sub-agents—the Experience Modernization Agent, Experience Production Agent, and Experience Development Agent. Tog...
Read more

Steer for a talent transformation strategy (and avoiding AI fatigue)

 There was a debate on whether to feature the term “AI” in the title of this article. Honestly, a key motivation for pursuing the research that led to this post was sparked by the widespread excitement about AI appearing constantly in our LinkedIn feed, to the point of feeling the fatigue, and even a bit disappointed in the algorithm of this, and the others, social media and content curated apps.  We soon discovered that there is an entire concept called "AI fatigue", not exactly how we were feeling it, but more about the mixed emotions people in the workforce have regarding the use of AI tools. Photo by Mart Production via Pexels (background updated with AI and Adobe  tech) From micro blog posts to video podcasts, lately, most of the tech content we encounter revolves around AI. They often sound or read very similar, usually mentioning the same few top providers. The articles (and social posts... at least the popular ones with paid-campaigns behind it) tend to focus less...
Read more

AI Beyond the Hype: Responsible Adoption for Lasting Impact

 These days, simply mentioning “AI” isn’t going to win anyone over. Clients expect authentic, data-driven results—not just bold claims or industry jargon. The expanding reach of AI brings some real concerns with it, such as errors, bias, and privacy risks are all in the mix. If those issues aren’t addressed, trust can erode quickly. It also affects an organisation’s dynamics, operations, and culture—regardless of size—including shifts in client relationships as expectations evolve. What can set a tech-consulting firm apart, among other things, is the dedication to building AI solutions on foundational values like fairness, transparency, accountability, privacy, security, and reliability. In other words, Responsible AI can be hard work, and it is a genuine differentiator. If an organisation can ensure the solutions implemented are ethical, clear, and consistently trustworthy, then it is likely it will foster customer confidence and loyalty. Photo by Google DeepMind from Pexels ...
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