Integrating CRM Across Your Organization for Business Success

Build your business processes around the needs of your customers by successfully integrating your CRM within your core business functions to drive improvement

Integrating CRM Across Your Organization for Business Success

This ebook is included in a Mapt subscription
Andrew Blackmore

Build your business processes around the needs of your customers by successfully integrating your CRM within your core business functions to drive improvement
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Book Details

ISBN 139781783001040
Paperback180 pages

Book Description

Your relationships with your customers aren’t simply an add-on to the way your business functions – they are the very thing that drives it. That’s why it makes sound business sense to integrate your CRM and your ERP; by building your CRM into your organization’s wider processes, you’ll find a solution to many of the problems faced by internally focused businesses, initiating a cultural transformation where your customers are at the centre of everything you do.

This book shows you how to do just that, providing you with clear guidance on a wide range of complex issues, ranging from technical problems to the challenges of operational change.

From planning and resourcing to deployment and optimization, follow each step in this book to successfully develop value driving integrations between CRM and ERP. Featuring examples and demonstrations and workshop ideas to help you explore best practices and overcome some of the challenges you may face when leading such a project, Integrating CRM Across Your Organization for Business Success is a valuable guide to implementing this vital and forward-thinking project.

Explore CRM integrations in every corner of your business, including contact management, sales management, customer support and vendor management, and find out how to design and put in place a comprehensive business improvement project.

Table of Contents

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

What You Will Learn

  • Integrate CRM for sales, customer support, marketing and more
  • Assess your business needs to develop an architecture and strategy that works for you
  • Align your project with your wider business strategy
  • Follow featured walk-throughs base on real-life use cases
  • Perform Manage the cultural and operational change through dialogue and workshops
  • Explore the future of CRM in relation to the latest technological innovations in cloud, hosted applications and mobile

Authors

Table of Contents

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

Book Details

ISBN 139781783001040
Paperback180 pages
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