Microsoft Dynamics CRM
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Transcript of Microsoft Dynamics CRM
![Page 1: Microsoft Dynamics CRM](https://reader031.fdocumentos.tips/reader031/viewer/2022031907/55abda221a28ab5a678b47c2/html5/thumbnails/1.jpg)
Mais que uma plataforma de CRM…
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11 anos de experiência em tecnologias Microsoft◦ 6 anos nas áreas Web, Desktop e Mobile
◦ 5 anos a trabalhar sobre CRMs
CRM customizado
Microsoft Dynamics CRM 4.0, 2011, 2013 e 2015
Participante nas comunidades◦ NetPonto; Portugal a Programar
◦ MSDN (MCC – Microsoft Community Contributor) e
Stackoverflow
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O que é CRM? Mercado dos sistemas CRM
Porquê escolher Microsoft Dynamics CRM?
Arquitetura
Integrações
Custos
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Porquê perceber de sistemas de CRM?
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Customer Relationship Management
Visão 360º sobre o Cliente◦ Registo de todas as interações
Automatizar o contacto com o Cliente
Assente em 3 pilares:◦ Vendas
◦ Marketing
◦ Serviço
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Company2013
Revenue2013 Market
Share (%)2012 Revenue
2012-2013 Growth (%)
salesforce.com 3,290.3 16.1 2,525.6 30.3
SAP 2,621.5 12.8 2,327.1 12.7
Oracle 2,096.5 10.2 2,015.2 4.0
Microsoft 1,392.4 6.8 1,134.0 22.8
IBM 792.1 3.9 649.1 22.0
Others 10,283.5 50.2 9,351.2 9.9
Total 20,476.3 100.0 18,002.2 13.7
Apex
ABAP
Java
.NET
CRM Software Spending by Vendor, Total Software Revenue Worldwide, 2013 (Millions of Dollars)Source: Gartner (May 2014)
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Gartner Magic Quadrant for Sales Force Automation
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The Forrester Wave: CRM Suites for Large Organizations, Q3 2012
The Forrester Wave: CRM Suites for Midsize Organizations, Q3 2012
The Forrester Wave: Customer Service Solutions for Enterprise Organizations, Q2 2014
The Forrester Wave: Customer Service Solutions for Small and Midsize Teams, Q2 2014
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Evolução da UI
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Suporte ao Framework .NET 4.0 (C# ou VB .NET)
Javascript
Suporte Language-Integrated Query (LINQ)
Programação baseada no Windows Comunication Foudation(WCF)
Uso extensivo Windows Workflow Foundation 5.0
REST e SOAP Endpoint
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Entidade/Atributo/Relações Formulários/Vistas/Pesquisa Processos guiados Modelo Segurança Browser, Web Móvel, Dispositivos Móveis, Clientes Outlook (offline) Gráficos/Dashboards/Reporting Services Opção por cloud ou on-premise Multi-lingua/moeda Audit/Duplication Detection/Export na Import Integrações (Sharepoint; MS Dynamics ERP; Azure) Comunidade extensa Foco nas regras de negócio
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Cliente Web
Cliente Outlook
Cliente Mobile
Offline
Online
On-Pre
mis
e
Extensões da Aplicação CRM
Aplicação CRM
Plataforma xRM
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Web Outlook Tablet Phone
Thanks @jukkan
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Mic
roso
ft
Dyn
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ics
CR
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sfo
rce
Thanks @jukkan
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CRM 1.0 (2003)
•Sales & service modules
•Outlook integration
CRM 3.0 (2005)
•Custom entities (XRM)
•Marketing module
•SSRS reporting
CRM 4.0 (2007)
•Multi-tenancy, multi-language, multi-currency
•Windows Workflow Foundation
•From callouts to plugins
•Report Wizard
CRM 2011
•The Ribbon
•Charts & dashboards
•Solution model
•Native Outlook app
•Form subgrids, web resources, goal management, dialogs
Thanks @jukkan
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Formulário criação rápida
Formulário de visualização rápida
Regras de Negócio
Processos guiados
Workflows síncronos
Auto Save
Mobile Client Application- MoCA
Ações
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Novas funcionalidades◦ Hierarquias
◦ Campos calculados e Rollup
◦ Branching Business Processes
◦ Regras de Negócio no servidor
◦ Pesquisa global
◦ Gestão de produtos melhorada
◦ Offline Mobile (estado rascunho)
Requisitos◦ Windows Server 2012/2012 R2
◦ SQL Server 2012
◦ Windows Client – Windows 7 e 8
◦ Internet Explorer 10/11
◦ Exchange Server 2010/2013
◦ Outlook 2010/2013
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Cliente
Servidor
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CRM Online
Entidades e Atributos
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Sitemap & Ribbon & Customização Formulário◦ Regras de negócio
JavaScript e Recursos Web
Processos
Plugins e Atividades customizadas de Workflow
Ações Customizadas
Integração com o CRM em aplicações fora do CRM
CRM Web Services
Reporting Services
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Web Resources
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• Uma das principais funcionalidades e vantagens do MS CRM
• Permite que a área funcional crie processos sem necessidade de recorrer ao código:
– Workflow (Síncrono ou Assíncrono)
– Diálogos
– Business Process Flow
– Ações
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Processos
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Plugin◦ Código customizado que corre no contexto de uma entidade
◦ Mensagens (eventos) e estágios
◦ Pipeline
◦ Impersonation
◦ Debugging
◦ Suporte a sandbox (proteção ao servidor e dados, restringindo chamadas através dos plugins)
Atividades de Workflow◦ Usar dentro dos Workflows
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Plugins e Custom Workflows
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CRM to Console App Integration
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Time to Value (instantâneo)
Ter sempre a última versão
Poucos recursos IT
Acesso de qualquer ponto sem necessidade de VPN
Acesso ao suporte Microsoft incluído
Upgrades/Patches/Hardware sempre disponível
Muito parecido com o On-Premise◦ Autenticação é uma das principais diferenças
Disaster Recovery incluído
Uptime SLA
Data security (MS datacenter standards)
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Q1 CY 2014 Q2 CY 2014 Q3 CY 2014 Q4 CY 2014
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Q2 CY 2015 Q3 CY2015
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Integrações com o ambiente Microsoft
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SharePoint◦ CRM List Component SharePoint
Yammer◦ Facebook empresarial
InsideView◦ Informação automática sobre um Cliente
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Parature◦ Self Service
Azure Service Bus◦ Extrair dados do CRM
Microsoft Dynamics Marketing◦ Ferramenta específica para equipas de Marketing
◦ Planeamento visual de campanhas e testes A/B
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CR
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dapte
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Quanto?
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Essential◦ 11,5€ por utilizador/mês
Basic◦ 23€ por utilizador/mês
Professional◦ 49,8€ por utilizador/mês
Enterprise◦ 153,3€ por utilizador/mês
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Microsoft Dynamics CRM 2015 Software Development Kit (SDK)◦ http://www.microsoft.com/en-us/download/details.aspx?id=44567
Developer Center do Dynamics CRM◦ http://msdn.microsoft.com/en-us/dynamics/crm/dn467921
CRM Online (30 dias grátis)◦ http://crm.dynamics.com/pt-pt/on-demand
Blog da equipa do Dynamics CRM◦ http://blogs.msdn.com/b/crm/
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