CRM, (Customer Relationship Management), xRM, and xyM may sound like alphabet soup to you now, however, the changes Microsoft is bringing to MS Dynamics CRM are more than just changes in letters. Microsoft Dynamics CRM is truly transforming the way we do business in extraordinary ways. As I mentioned in my previous article “CRM, xRM, MS Financing and more”, the business tool Microsoft Dynamics CRM is not restricted to just the Sales, Marketing and Customer Service departments anymore. And by the way, we are already using it for more than just customers. Microsoft Dynamics CRM has already expanded its reach to include all departments, as well as vendors, partners, suppliers, and anyone else you communicate with. This expansion replaced the C (customer) in CRM to an X (for anything) and brought us xRM, Microsoft’s new Anything Management System.
What is next for this powerful business management tool? You may have already guessed (I gave you a hint in the first paragraph). Microsoft’s seamless integration of Microsoft Dynamics CRM with the other MS Office products you already use allows us to move from mere “relationship” management, to all around “business” management. With simple one-click integration you can tie any conversation, document, spreadsheet, quote, bid, invoice, etc. to the appropriate contact/company. And since you are all connected via Outlook and CRM, it is immediately visible to the rest of your organization – if you want it to be. This allows you to track much more than just “relationship” in CRM. Now you can track any type of business process or entity. No more asking Joe to update you on how many of the vendor bids have come in for the pending contract, or asking Judy about how far along we are for the engineering change request. Now you have the business tool to get the information you need, when you need it.
From either MS Outlook, or MS Dynamics CRM, simply click the link on your supplier’s name and view all the documents, bids, quotes, invoices in one place without having to interrupt Joe to do it. Same goes for Judy – let her keep working, and in the meantime go into the system and bring up the engineering change process, and see how much of the project workflow has been completed. Going from Relationship to Business management or xRM to xyM streamlines all the information in your organization, allows visibility to information throughout the organization, and improves productivity.
If you are as intrigued as I am with the changes in just the first two letters from CRM to xyM I know you will want to find out what is in store for the “M” in CRM and xyM. You may have already guessed, it is not just for management, but what does that mean to you, your business, and your bottom line? I will be writing about the third transformation soon, I know you will not want to miss it.