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xRM ("any" Relationship Management - CRM) is being used to manage all types of relationships between objects, processes and people - compliance, vehicle fleets, and believe it or not, there really has been a Microsoft CRM system implemented to manage Clowns.
Those of us who have been doing CRM for over 10 years will claim that we have been doing xRM for the last 5 years, but Microsoft in formalizing the concept in marketing messages, then empowering the concept in their technology (to be seen in CRM 5 released later this year), are changing the market to the customer's benefit.
It is to the customer's benefit because recognising that CRM is a development platform with particular talents for customising and including process, Microsoft is beginning to allow third party customisers like ourselves, the ability to offer the functionality to not just one customer, but many.
This amortizes the cost of development of third party functionality and drives down the price of an enormous variety of functionality plugins for Microsoft CRM.
This approach is already happening for things like DotNetNuke website software.
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Microsoft's xRM
Microsoft brochure explains a lot
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Cloud computing is now well established, but medium size Australian companies need to be conscious that we are still well behind North America in Internet infrastructure.
Applications running in the Cloud with more than 50 users ( a nominal number which varies with type of application) should consider cost of communications between the office and the data centre carefully.
This does not make the Cloud irrelevant to large Australian companies – applications with user groups of less than 50 might still be relevant.
Alternatively the cost of communications after analysis, might still lead to a Cloud strategy.
But in general, Australians might get a more cost effective approach if they implement on site where most of the data transactions occur, and outsource all or part of operation to IT Managed Services.
When Kevin Rudd’s vision for Internet infrastructure is completed, this will change.
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What others are doing - from Gartner |
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Database websites are essential in today's world - as we seek to engage and interact with customers and visitors.
Database websites hooked to Microsoft CRM are now offered for less than $1,000, so even small organisations with a vision for engaging customers, can benefit.
As we are experienced Microsoft technology people, we favour DotNetNuke (which uses Microsoft .NET) as the basis of these websites.
Third party functionality modules which might cost many thousands of dollars to develop, are offered at a few hundred dollars as cost is amortized over a broader customer base.
But even just the ability o change the content on your website week to week, greatly enhances your ability to reach your target audience.
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About DotNetNuke
Email marketing system
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Non profit organisations benefit from the same efficiencies and rewards from CRM as commercial organisations.
Allowing members, event participants, sponsors and donors to interact with your CRM systems via the web engages your constituents.
These systems also enable you to increase productivity and deliver more, as many of the manual processes are done for you, or better still, automated.
It is a fact that the easier you are to deal with, the greater the likelihood of engaging the community, and websites which allow content contribution by non-technical people, and the ability to interact with convenience over the web, will enhance your standing.
It is also true that Microsoft is a corporate citizen which gives up to 75% discount of licenses to charities.
But even if you are a membership organisation, reduction in costs and increased engagement with your constituents, make options of database drives content management websites, and CRM. (especially when linked) very attractive.
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Charity Navigator newsletter of interest
Guide to charities in Australia
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Feel GREAT when computers do what they are supposed to do.
But too often the computers do not co-operate.
Managed services monitors your business IT infrastructure inexpensively, and offers help before problems become major.
Those providing IT Managed services can amortise the cost of exceptional expertise over a larger customer base – an option an in-house IT centre rarely has.
Frankly, automated monitoring systems combined with the ability to schedule remote maintenance, drives down the cost of making your system reliable and frustration free.
With the shared service desk concept – you can get the best of both worlds where desktop users like a friend to fix their problems face to face. Your on-site people ensure comfort and hand holding, but they have access to in-depth expertise to assist them when necessary – sharing the same issue tracking and response system.
If you have specialised IT technology and expertise – those people do what they are good at, and are freed from the general day to day requirements, allowing them to be more brilliant.
Managed services is not for everyone, but it is worth considering. |
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