SharePoint and CRM. SharePoint. Simon Walker

Transcription

1 SharePoint and CRM SharePoint Simon Walker

2 Introduction

3 About Founda+on SP Who Are We? Foundation SP About What Do We Do?

4 Clients Please pass on our thanks to all concerned for a successful go live of the 2012 data last night. I am most grateful for all the work that went into achieving this result. Michael Cooper, Director, DEFRA Please tell the team that we were blown away - brilliant. IT Director, Construc9on

5 Who Am I? +44(0) @sharepointsimon CTO and Founder of Foundation Strategy Business Alignment Governance Business Adoption Part Time Geek Part Time Presenter Part Time Author

6 The Engaged Enterprise

7 The World is Changing Very Fast

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9 What about our newborn baby? He has a 35% chance of seeing the age of 100. That newborn baby comes into He will have had jobs by the time he reaches 38. a world where... Half the things he learns in school one year will be out of date in three years. By the time he reaches 35 an 800 computer has more computational power than the entire human race combined.

10 What about the world our baby is born into? 25% of people have been in their role for less than a year. The top 10 jobs did not exist 6 years ago. There are four generations of people at work for the first time in history. China is close to becoming the number one English speaking country in the world.

11 The Multi-modal individual: a one man Enterprise Family Professional Digital Convergence we are entering (or perhaps already in) the age of the individual. Superhero A mul+- modal individual who has a work mode, a home mode and a career mode they can be a one man enterprise with their own goals, thoughts and aspira+ons. This new empowered entrepreneurial workforce will be working in a knowledge and co- crea+on economy

12 Exponential Times Exponential Evolution Exponential Change

13 All of this is your opportunity.

14 PRODUCTIVITY What does all this mean to business? We need a quantum shio in agility A quantum shio in process op+misa+on A quantum shio in engagement How? Any customer can have a car painted any color that he wants as long as it is black. - Henry Ford Can you really turn knowledge into a production process? A business is best considered as a network of conversa+ons Gregory Bateson, early 60s. There is a new generation of business that says not.

15 ENGAGEMENT What does all this mean to business? 80% of businesses think people leave because of money. 12% actually do. We need a quantum shio in agility A quantum shio in process op+misa+on A quantum shio in engagement How? Why am I doing this? How is it helping the business to develop? How is it helping me to develop? Why do we do it this way? A business is best considered as a network of conversa+ons Gregory Bateson, early 60s.

16 AGILITY Why is it that we have all this technology but still things take longer and people are working harder and are more frazzled than ever? What does all this mean to business? We need a quantum shio in agility A quantum shio in process op+misa+on A quantum shio in engagement How? A business is best considered as a network of conversa+ons Gregory Bateson, early 60s.

17 MIXED MESSAGING Work together, share, innovate but don t get it wrong or else. What does all this mean to business? We need a quantum shio in agility A quantum shio in process op+misa+on A quantum shio in engagement How? A business is best considered as a network of conversa+ons Gregory Bateson, early 60s.

18 INNOVATION What does all this mean to business? We need a quantum shio in agility A quantum shio in process op+misa+on A quantum shio in engagement How? Innovation is often perceived as risk or when people have great ideas they just aren t listened to. A business is best considered as a network of conversa+ons Gregory Bateson, early 60s.

19 To respond to the challenge we need to see things in a new way

20 The Engaged Enterprise Cultural Agility Agility needs to be baked in to the culture. Individual empowerment. Reward collaboration and innovation. Fail fast and without blame.

21 The Engaged Enterprise Proud to Belong Engage with all modes of your one-man enterprise. Family man Professional Digital superhero Trust and Innovation

22 The Engaged Enterprise Build Bridges Connect people, information and processes Think about platforms not products Recognise that integration is key Architect strategically build tactically Give people flexible tools to get things done

23 The Engaged Enterprise Creative Productivity Manage outcomes not process Leverage your experts and their skills Remove process in favour of collaboration and frameworks Define and measure quality Don t just improve think big and reinvent

24 We will help you to build bridges - to enable crea9ve produc9vity, cultural agility and make people proud to belong to your business.

25 SharePoint Office 365 Yammer

26 What is it? Social Communities Process Management Collaboration Knowledge Management Information Management

27 It s all about capability It s a long way from this..to this.

28 Communities PURPOSE Shared Objective, Getting Work Done PRACTICE Shared Profession, Knowledge, Best Practice INTEREST Shared Passion, Innovation and Learning NETWORKS Keep In Touch, Strength of Weak Ties, Communicate Faster, Crowdsourcing

29 Collaboration the act of people working together to achieve a common goal, with shared responsibility, and where all benefit.

30 Information Management Send it to Joe Forward it to Karen CC it to Finance BCC it to Billy Save it for myself Archive just in case Print it for the train Backup to be sure Dropbox to be cool Skydrive cos I can..and do it again and again and again and again

31 Information Management < Value > Creation Distributio n Use Knowledg e History < Time > Risk

32 Knowledge Management Insight Experience Retention Communities of Practice Knowledge Capture

33 Process Management

34 Process Management Some processes are absolutely critical - some are comfort blankets. Manage the outcome and the quality trust people to collaborate to get to that stage. SharePoint by itself is good for simple processes. Complex ones we need hybrid SharePoint/CRM deployments.

35 Social Business Collaboration tends to orient around a specific subject, goal or deliverable. Typically there is a defined and tangible outcome. Social has no specific goal it is a pot of profiles and conversations talking about news, discussing collaborations and their deliverables, brainstorming, innovating and engaging people. Leverages the strength of weak ties to communicate faster and reduce silos. h?p:// is- not- the- same- as- social

36 Social Business It s pretty simple really. It s a message: - To an undefined audience - Within an undefined timescale This is difficult to achieve without this sort of technology. But why bother? - Serendipity - Innovation - Speed of communication - Strength of weak ties

37 SharePoint Challenges

38 Why is SharePoint difficult to get right? Politics Lots of things to lots of people ROI complex to prove and measure SharePoint is the answer what was the question? Organic growth Lack of strategy, governance and business change It s just an Office product right? SharePoint can have a big impact on process SharePoint can have a bigger impact on behaviour SharePoint can have even a bigger impact on culture Politics (again)

39 SharePoint Governance 1 The power of SharePoint is also its biggest governance issue. 2 Governance done correctly helps users and drives adop+on. 3 SharePoint without governance is another word for chaos. 4 If you don t have a governance site in your IA why not? 5 Does your governance have authority or is it a gummy shark. 6 You need to communicate your governance and enforce it. 7 Governance principles and guidelines need to be maintained. SharePoint Governance exists to ensure that expecta9ons are met, consistency and performance is maintained, resources are managed and risks are avoided or mi9gated. 8 A clear and documented governance framework is a must!

40 Roadmap RELEASE 5 RELEASE 3 RELEASE RELEASE 1 RELEASE 2 LEGEND Core Capability Features / Software Business Apps / Integration A roadmap defines what capabili9es, features, applica9on and services you will deliver when. It sets expecta9ons, controls the rate of change and defines the forward investment. Tactical Apps/Solutions Self Service Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q Q2

41 Needs and Benefits Benefits Business Needs Requirements are a statement of HOW something should behave. They do not explain the WHY. Requirements without Needs and Benefits run the risk of not being business aligned and may not deliver an effec9ve return. Business Needs should have Benefits and these should align with the Requirements. Requirements

42 Stakeholders Your SharePoint Family You should look for stakeholders that have the 9me, interest and clout that you need. No two families are the same most are dysfunc9onal deal with it!

43 Engagement & Adoption If you choose not to put effort into engagement and adop9on your solu9on will only have a 50/50 chance of real success. To avoid flipping a coin it is important to focus on how to get people to USE a solu9on. Otherwise you might end up with an ini9a9ve.

44 Business Change RIGHT HERE IS THE DIFFICULT BIT! Adoption Ideal For many projects Business Change is an aeerthought. People do not change without encouragement EVEN IF THE NEW THING IS BETTER. EarlyAdopters Skeptics Laggards

45 Adoption Lifecycle Awareness Pre- launch stage Raise awareness of problem and solu+on Create demand and confidence Posi+on adop+on as key to success Use personas and story boards Communicate high- level goals for the programme Communicate personal ROI Availability Launch stage Promo+onal ac+vi+es (lunch +me, brown bag, web casts, floor walkers) Ensure that first experiences are controlled and posi+ve Create acceptance amongst early adopters Stop- doing and start doing messaging Help & support resources Usage Post launch ac+vi+es Target early & late majority Promote success stories Feedback & ac+on from execs, users, support staff Develop use cases and story boards Tips & tricks, FAQ s training videos Adop+on Embed into ongoing business ac+vi+es On- boarding & induc+on processes Build communi+es Share best prac+ces Measure & report results Service evolu+on

46 SharePoint and CRM

47 Business Drivers Drive value from the Microsoft investment Right tool for the right job Respond to new ways of working: Collaboration Social Reflect the increasingly complex relationships in business: Data / Information Management Partners Clients Employees

48 Office 365 Office 365 is an umbrella platform for: SharePoint Exchange Lync Yammer Enterprise Project Server CRM Social Listening

49 Integration Opportunities Complex Information Architectures Basic requirements can be met by SharePoint Complex relationships require CRM Collaboration, Knowledge Management and Social built in Rapid application deployment / change without impacting CRM Enhance / Simplify UI for CRM data External / Partner access to consume/update CRM Customer access to CRM data Manage processes and authorisations from either CRM or SharePoint

50 SharePoint and Dynamics CRM SharePoint is amazing and you can make big differences in your business very quickly. However tie it up with Dynamics CRM and it can transform a business. Integration Complex relationship mapping UI/UX enhancements Productivity platform Complementary features

51 What Are Others Doing?

52 Mouchel Education

53 Argent

54 Debt Management Company (inflight)

55 Final Points SharePoint / Office 365 delivers: The ability to allow your organisation to collaborate and innovate Wide ranging platform capabilities lots of bang for your buck (warning!) Increasing mobility enablement CRM/SharePoint integration delivers: The best of both worlds structure and control with collaboration and social interaction A flexible platform that can respond rapidly to the changing needs of business A true enterprise productivity platform The social and collaborative enablement of CRM

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