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Archive for September, 2008

Customer Relationship Management – Three Words, Lots of Interpretations

Posted by workerthread on September 28, 2008

CRM, or Customer Relationship Management, can mean different things to different people, depending on the type of organisation they work for or what their objectives are.  This Page at Wikipedia has a good description of various CRM scenarios.  This excerpt from the strategy section is worth reading:

CRM is not just a technology but rather a comprehensive, customer-centric approach to an organization’s philosophy of dealing with its customers. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management. Hence, it is important that any CRM implementation considerations stretch beyond technology toward the broader organizational requirements.

Microsoft Dynamics CRM is a huge product, which takes a lot of planning for a successful deployment.  So it’s good to know that as with other Microsoft solutions there is an active community out there from whom you can get advice, best practice tips and “how we did it” information.  In the UK we have a Microsoft CRM User Group, and I noticed that their next meeting is being held at Microsoft’s Reading HQ on 29th October 2008. You can download an agenda or register here.  Here’s a quick summary of what you can expect on the day:

Getting Paper out of CRM V4!! Reporting, letter printing, barcodes, workflows

CTI with Microsoft CRM

Capturing Website Leads & Online Chat in Microsoft CRM

Microsoft CRM Case Study – Endsleigh Insurance

I noticed that one of the presenters, from Increase Ltd, has the job title “Chief Addict” – this is a new one on me…

Posted in Business Intelligence, Collaboration, Office, Technology | Comments Off on Customer Relationship Management – Three Words, Lots of Interpretations

Dashboard Case Studies at EndUser SharePoint

Posted by workerthread on September 20, 2008

Mark Miller at has posted the first in a series of screencasts based on the “Case Studies in SharePoint Dashboards” event he ran earlier in the month.  You can see the first post here and if you sign up for his weekly newsletter you’ll get an update when new instalments are posted.

(by the way I tried to put the embed code for Mark’s screencast into this post but WordPress didn’t like it – does anyone know why?)

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Posted in Business Intelligence, Collaboration, Microsoft SharePoint | 1 Comment »

Some Project Management Links

Posted by workerthread on September 10, 2008

PM Meeting

A while ago Computer Weekly ran a UK Blog Awards poll which highlighted some good Microsoft blogs which I catch up with pretty regularly, for example Geek In Disguise from Steve Clayton.  The winner and second place in the project Management section were both new to me and well worth a look if you have any interest in this area:

The winner was A Girl’s Guide to Project Management from Elizabeth Harrin, as she puts it Trying to Stay OTOBOS (on time, on budget, on scope).  Elizabeth has also written a book called Project Management in the Real World, which I’ve just added to my reading list.

Second place in the Project Management blogs section was the Cranky Product Manager, described as “the fictional snarky alter-ego of a mild mannered software product management professional”.  I particularly liked the post on the 6 types of software engineer – identification, care and feeding.  I’ve definitely met these people!

On the SharePoint side of project management, there’s a book due in October from Dux Raymond Sy called SharePoint for Project Management which looks very interesting – I will post more on this when I get hold of a copy.  I certainly find that for many who need to manage project tasks, milestones and issues SharePoint is a good place to start, as often tools such as Microsoft Project, can be a little too “fully featured” for a lot of people.

Posted in Collaboration, Humour, Microsoft SharePoint, Office, Technology | Comments Off on Some Project Management Links