Project Challenge 2007 Project Solutions Presentation Thursday 20 September 2007 – 13.30 pm Enterprise Project Management and Customer Relationship Management An Integrated Approach Michael Wignall – Tubedale Communications
Quick Audience Survey • Hands up! • Project Management? • Enterprise Project Management (EPM)? • Customer Relationship Management (CRM)? • How are EPM and CRM related?
Agenda • Introduction • Why EPM and CRM? • The EPM and CRM Stacks • An Integrated Approach • Live Demonstration • Questions
Tubedale Communications • Microsoft Business Solutions Competency • Microsoft Dynamics CRM Specialisation • Information Worker Competency • Enterprise Project Management Specialisation
Microsoft Credentials Microsoft Certified IT Professional: Enterprise Project Management with Microsoft Office Project Server 2007 – Beta Tester
Terminology • EPM - Enterprise Project Management involves the planning and tracking of project activities across an enterprise. It is supported by having an end-to-end collaborative project and portfolio environment, with an organisation wide resource pool and consistent standards and rolled up reporting. • CRM - Customer Relationship Management encompasses all aspects of interaction a company has with its customer, including pre-sales, sales, marketing and service delivery. It involves managing, recording and reporting on these activities across an organisation.
Why EPM and CRM? • CRM is good at controlling customer interactions and tracking and reporting on client communications and service status • EPM is good at planning and managing project work and tracking and reporting project status. • Often an end-to-end service management capability is required, leveraging the strong points of both applications. • Tubedale Communications working with Microsoft Consultancy Services has developed an integrated approach to EPM and CRM services to provide this capability.
Line of Business Systems Line of Business Systems Project Managers Executives Portfolio Analysts Project Managers Application Managers Executives Resource Managers Team Members Project Server Gateway Microsoft EPM Stack
Business Units Teams Users Accounts Contacts Opportunities Entities Relations Schemas Objects Forms Views Processes Microsoft CRM Stack Presentation Application CustomApps Sales Marketing Service Business Designer Import/Export XML BusinessHierarchy SecurityRoles SystemSettings CustomForms CustomEntities CustomWorkflow Web Services Platform Services SecurityServices ReportingServices DataServices E-mailServices WorkflowServices IntegrationServices Data Services CRM DB Metadata Foundation
Functional Requirements Customers Customers Customer Portal Service Managers and Project Managers Self –Service Portal Data Warehouse / BI EAI CRM Service Order Management Integration System Reporting Performance Reporting Request Management Outage / Upgrade Inventory Management Project Management Work Management SLA/Contract Management Back Office Applications Asset Management Manage Project Plans Manage Task Allocation Customer Profile Service Catalogue Service Order Management Workflow EDMS Knowledge Management Document Management Escalation Workflow New Product Development
Service Order Management Microsoft® Office PerformancePoint Server 2007 Request Management Outage / Upgrade Work Management SLA/Contract Management Microsoft® Office Project Professional 2007 Manage Project Plans Manage Task Allocation Customer Profile Service Catalogue Microsoft® Office Project Server 2007 Knowledge Management Document Management Escalation Workflow Product Map Customers Customers Customer Portal Service Managers and Project Managers Self –Service Portal Data Warehouse / BI EAI CRM Integration System Reporting Performance Reporting Inventory Management Project Management Back Office Applications Asset Management Service Order Management Workflow EDMS Workflow Foundation New Product Development
Microsoft® Office PerformancePoint Server 2007 Microsoft® Office Project Professional 2007 Microsoft® Office Project Server 2007 Presentation Focus Customers Customers Customer Portal Service Managers and Project Managers Data Warehouse / BI EAI CRM Inventory Management Project Management Back Office Applications Asset Management Service Order Management Workflow EDMS Workflow Foundation New Product Development
Live Demonstration • Example Scenario • EPM Consultancy Company
Questions? • My Contact Details: • Michael.Wignall@tubedale.co.uk