XRM, eXtended Relationship Management is a strategy and platform that takes CRM (Customer Relationship Management) one step further, focusing on managing all relationships—not just those with customers. The “X” in XRM stands for “All.” XRM provide a comprehensive, unified system for all aspects of business. xRM is the rich platform I.T. has been waiting for to "give them that much needed vacation." Enjoy this Exclusive Slideshare Presentation on xRM

2. It’s Hard
for IT to get a vacation

3. IT Dreamin’
the reality is that the backlog never gets complete
Backlog

4. Intrapreneurial Brian Goosmere (HR)
Using a 12 year old FORTRAN
Database to recruit new employees
cultures that won’t wait for IT to get caught up
Steve Blankenhiemer (Enrollment)
Lisa Longfield (Marketing) Using a fax machine and Excel
Building an Access DB to spreadsheet to enroll employees
track orders into benefits packages
Steve Jackman (Sales)
Using an ACT! Database to track
his deals.
Rob Johnson (Sales)
Tracking contacts in
Outlook

5. Creating
islands of data that don’t talk to each other
and operate as silos

6. The Challenge
with islands of data
30 Different Customer Applications = 30 different groups of
developers, with application-specific:
Data Model
Architecture
Security
Access Models
Processes
Hard-coded / Spaghetti Code (from multiple devs)
User Interfaces
Business IP

7. The Organizational
challenge lives on
Business Group IT Group
Rapid Innovation is a Key Mandate Limited Budget & Resources
Business Process
Business Productivity Option of building customer applications
Implement Global Innovation
or buying packaged applications (both
Waiting for IT to Deliver Requested have big negatives in cost, time and
Applications scope)
Business Builds Shadow Applications to Supporting hundreds of legacy
Survive applications
Poor Productivity due to many different Trying to support all the change requests
user interfaces and tools coming from the business
Lack of Intelligence or Insight Lack of ability to be responsive to the
business due to limitations to quickly
Takes too long to make business policy change custom software
and process changes due to application
IT Limitations Protect not Enable
Difficult to deliver quick wins and rapid
business success

8. Until Now
introducing xRM

9. xRM Enables
any relationship scenario
Organizations Business Processes Relationships
Task, Maintenance & People - Dealers, vendors,
Recruiting Automation employees...)
Places - Properties,
locations, real-estate...)
Things - Assets, animals,
displays, franchise...)
Departments/ “anything” (x)
Groups Interactions & Activities Relationship
Management

10. Bridging the Gap
a better way to accelerate application development
Rapidly innovate
and grow your business
Build Buy
Development Development Application Packaged
Tools Frameworks Platform Applications
Lower Total Cost of
Ownership
(TCO)

11. The Shift
toward application platforms
Organizations are converging what were once
disparate, standalone applications and systems
into an integrated, unified application No - 24% Yes, but no
platform. plan is in
place - 35%
Approximately 75 percent of IT leaders
across 412 companies in North America,
Europe, Asia Pacific, and Latin America
anticipate a shift toward application Yes, it’s
currently under
platforms way - 41%

12. CRM to xRM
Transitioning to Relationship-oriented Applications
C = Customer x = Any Relationship
CRM xRM
Marketing, Sales & “Any” team
Used by Customer Service Teams
Customer Relationships “Any” Relationship
To Manage
Marketing, Sales & “Any” Relevant Business
Automates Service Business Process Process
Interactions, Activities, Interactions, Activities,
Tracks Tasks & 360 History of “x”
Tasks, and 360 History
Customer-centric Analytics “x” -centric Analytics
Provides

13. Key Drivers
defining success for xRM
60% of CEOs believe their “Products and services can
organizations need to be copied. Our business
introduce fundamental/ processes and our business
radical changes in the models are our
next 2 years differentiators.”
Business process innovation as key Business productivity innovation is Flexibility to rapidly implement
competitive advantage needed now more than ever global innovation is a key enabler

14. Development Cycles
using xRM as a platform
Go Live
Business Process
40% Coding Competitive
Advantage
Application Go Live
60% Foundation
vs. Business Process
Configuration & Customization 25%
Application
Foundation 10%
Traditional xRM
Development Development

15. Too Many Trade-Offs
buy and build are both unbalanced
Faster Lower
Faster Delivery Time
Lower Change to Business
Narrow Scope of Available
r
Buy
e
Applications (Buy Multiple)
Bu
eliv
(Packaged
s
ine
oD
Applications)
ss
et
Fit
Tim
Broadest Scope of Possibilities
Slower delivery Times
Build Higher Potential Business Fit
(Custom Applications)
Resource/Time Intensive
Difficult to Deliver and complete
Slower Higher
Scope of Available Applications

16. The Best of Buy & Build
get speed, fit and business agility at a lower cost
xRM Business Time Business
Delivery
Buy Speed Fit to Value Agility
Build

17. xRM Enables
IT & Business Success
IT Group Business Group
Enable & Empower
Differentiated
IT
Define & Prioritize
Drive Develop Deliver Demonstrate
efficient & flexible business rapid innovation & business
effective IT applications agility success
xRM Platform

18. xRM
differentiators
Accelerates Power of Choice Flexibility Usability Ecosystem Leverage
development & through public to fit people, through familiar of partners and your existing/future
consolidation of cloud and private business, Microsoft Office/ partner solutions Microsoft
LOB applications cloud options environment and Outlook interfaces deliver relevant technology
budget value investments

19. Bring It
IT now has a platform to fight the backlog
Rapid Innovation is a Key Mandate
Business Process
Business Productivity
Implement Global Innovation
Waiting for IT to Deliver Requested
Applications
Business Builds Shadow Applications to
Survive
Poor Productivity due to many different
user interfaces and tools
Lack of Intelligence or Insight
Takes too long to make business policy
and process changes due to application
IT Limitations

20. The Familiar Core
Microsoft technologies
Intuitive user tools increase Standard tools optimizes IT
user adoption & productivity resources & infrastructure
xRM works like
and with familiar
Microsoft
technologies
xRM Foundational
Technologies

21. xRM
architecture overview
Microsoft Office/ Online/ Mobile/Portal/ Custom User
User Experience Services Outlook Offline Custom Features
Integration Business Logic Windows Extensibility
Granular role- Business Process Workflow
Services Services based security Modeling Foundation
Services
Enterprise Mashups/ Visual Studio .NET
Composite Applications Assemblies
Metadata Application
Portable Release &
Application Upgrade Client-side Jscript
Embedded User Services Definition Model Management ASP.NET Custom Forms
Interfaces/Frames
Customer Workflow
Business Logic/Process
Actions
Orchestration Database Declarative Data
Referential
Dynamic Ripple
Integrity/
Services Modeling Relationship Effect
Data & Metadata Event Framework/
APIs Dynamic Code Plug-ins
Server SDK
Prebuilt Analytics Dashboards Reporting/ Data Mining/ Offline SDK
Connectors KPIs OLAP Predictive
Services
Multi-tenancy Enterprise-class
Service-Oriented Architecture Multi-lingual scalability &
Platform Developer
Multi-currency performance Management Tools Tools

22. Point & Click
build your applications with nothing but a mouse
Powerful and intuitive point & click
allows organizations to rapidly build
entire applications
For technical and non-technical users
Enables lightning fast deployments
and agile iterative design and
feedback
Completely define each unique
application through point & click
Less developers focused on building
infrastructure

23. Data Modeling Services
simple declarative modeling
Schema modeling and metadata
definition accelerates creation
Every application is defined in metadata vs. in
code
Export application definition and import into
other servers
Metadata architecture simplifies upgrades
Publish changes on the fly
Applications built on XRM will inherit new
capabilities as platform evolves

24. User Experience
consistent user experiences across multiple LOB applications
Decrease training time and
increase user adoption with a
consistent user experience
Use the user experience that fits your users the
best
Consistent navigation and tools across all
applications
Productivity tools are optimized for users
Consistent user experience, even in offline
mode (data, reports, workflow, custom)

25. Security Services
granular security model for role-based access and controls
Simplify user administration with
role-based access controls and
data security logic
Rapidly add multiple users directly from Active
Directory
Create role profiles and assign appropriate
security access
Export and use security roles across all
environments (Dev, Test, Staging, Production)
Control operations on all relevant custom
entities

26. Analytical Services
ensure data and insight consistency across all LOB applications
Empower every day users with easy
reporting, visual insight and
actionable analytics
Combine analytics with workflow for actionable
intelligence
Minimize costs by leveraging existing Microsoft
technology investments
Deliver business insight through familiar
productivity tools
Bring analytics to the masses

27. Process Automation
automate and orchestrate line-of-business processes
Reduce costs and increase user
productivity through optimized
processes and procedures
Configure process models the way it fits your
business
Capture and operationalize process best
practices
Measure and improve business processes
Wizard makes it easy for end-users to create
personal workflow

28. Extensibility
empowers IT to support many different business requirements
Rapidly and deeply create
extensions to fit the unique needs
of every application
Extension points throughout architecture
Leverages common development tools and
resources
Enables reusability
Simplifies adding features through registration
tool and ensures upgradeability

29. Extensible
user experiences
xRM Works How the User Works

30. Integration
rapidly innovate with a wide range of integration capabilities
Enterprise User Business Leveraged Data Data needs Process Process
Experience Logic from to be flows across
Mashups Related Logic other apps Integration synched Integration applications
Composite Applications Dynamically Generated “Traditional” Approach Full Blown Integration
Integrated UI Web-Services Fully Operational APIs Pre-built Connections with
Low Costs & Maintenance Call outs with Parameters (CRUD) Integration Platforms
Embedded Get Results Back Data API (BizTalk)
Metadata API

31. Architecture
support broad set of global business application needs
Organization Wide
Multi-tenant Architecture
Supports multiple isolated applications
(database instances) in a single platform
Administration across apps
Work Teams
Multi-language Corporate Divisions
40+ available languages
Right to left and Unicode
Multi-currency
Base currency for roll-up
Transactional currencies
Work Departments

32. Enterprise
enterprise-class capabilities for scale and performance
Leverage Microsoft technologies to
meet XRM scale, availability and
performance requirements
Leverage Windows and SQL Server platform
optimizations
Scale up and out across application and data
tiers
24,000 Concurrent Users Actual
Sub-second response times Benchmark
1 million web requests / hour
1 billion rows in database

33. Platform Management
streamline LOB application administration with xRM
Reduce administrative costs with
tools that streamline and simplify
operations
Integrates with Microsoft tools and
heterogeneous environments
Full application portability streamlines ‘dev
test-staging-production’ release
Backwards compatibility
Keep all XRM applications up and running from
one place
Data management

34. Sharepoint & xRM
combined strengths cover broad business needs
Unstructured & Semi- Social Engagement & Information Information Enterprise Across Teams &
structured Data Collaboration Evolutions of Storage Rules Search Domains
Structured Relational Interactions, Activities Info Generation & Formalized Data Query Within Teams &
Data & Tasks Analytics Processes & Filter Domains
xRM

35. xRM Apps Fit
platform flexibility ensures each application build fits
Fits Your People
Fits Your Business
Fits Your Environment

36. xRM Promise
is one-to-many & many-to-one
One Application for Many Customers
Accelerate Go-to-Market Solutions
Reusable IP with Power of Choice delivery
Leverage future platform investments
xRM Dozens of applications
xRM
Many Applications for One Customer
Supports Many Initiatives
xRM
Accelerate Business Success
Deeper Customer Relationships
xRM
Expand Across Business Units
xRM
xRM

37. One Platform
many applications
Vendor Management - Certification process, purchasing process, compliance process…
Employee Management - New employee process, benefits enrollment process…
Relationship Management - Manage customer relationships and process
Marketing Management - Marketing process, lead generation, demand creation, metrics...
Prospect Management - Resume submission process, screening and scheduling processes…
IT Project Management - RFP process, new project kick-off process, status update process…
Benefit Enrollment Management - Lifecycle process, group enrollment...
Grant Management - RFG process, proposal evaluation process, grant tracking process…
Agency/Broker Management - Lead management, enrollment processing, business intelligence...
Pharmaceutical Program Enrollment Management - Enrollee signup and tracking, benefits coordination...
Formulary Program Management - Integration of field reporting with formulary updating, profitability analysis...
Value Health/Wellness Promotion Management - Portal management, customization of services to individual level...

38. It’s Time
for a well deserved vacation

39. A Video
xRM = x Relationship Management / any Relationship Management
press play

40. TopLine Strategies
TopLine Strategies delivers the complete integration and development of innovative sales and marketing technologies that enable
corporations and institutions to improve revenue streams and strengthen customer interactions.
We apply the deep experience of our team and disciplined project management practices to ensure timely and successful delivery of
technologies that drive topline results.
Core Practices: Key Partnerships:
•
Relationship Management
•
Marketing Technologies
•
Business Intelligence
•
Health Insurance Customer Enrollment
•
Web Application Development
•
Mobile Application Development
Comprehensive Lifecycle Approach:
•
Consulting
•
Software Selection
•
Application Design & Engineering
•
Data Warehousing
•
Systems Integration
•
Technology Staffing
You can learn more at www.toplinestrategies.com

41. Next Steps
for a well deserved vacation
1 2
2
Visit www.toplinestrategies.com Call (480) 503.8584