If you’ve invested in Dynamics CRM or Dynamics 365 and find that it is only being used as a glorified Rolodex, it is up to you to understand broader system capabilities that can generate valuable operational improvements. xRM is a CRM concept that can put your business processes into hyperdrive, delivering savings you can take to the bank!
Here’s How xRM Works
Think of it as “anything relationship management”.
Anything (“x”) Relationship Management (xRM) is the concept of leveraging a flexible and powerful platform to replace the customizations, spreadsheets and access databases typically built to manage business information that complement or drive your primary corporate and financial applications (ERP).
A Platform, Not an Application
xRM is a platform. Think of Microsoft Excel, which is thought of as a spreadsheet application but is really a platform. Excel doesn’t do much until you start adding your labels, cells, formatting, business rules and logic. After careful planning and creating, you have a model or application that solves a business problem. Excel provides commonly used functions like calculating, sorting, and filtering that make your work easier and faster.
xRM building blocks are items like people (name, address, phone number), things (products, assets, etc.), events (date, time, place), workflows (steps, rules, conditions) and tasks (things to get done, by date, who is responsible). Using these building blocks, xRM specialists can deliver Dynamics CRM solutions that meet specific operational needs with efficiency and effectiveness at the core.
The xRM 80/20 Rule
Achieve 80% of your business requirements by using and integrating preexisting functionality. Then, use 20% custom development to make the application or collective applications do precisely what you need them to do. Create things faster and allow them to be built and maintained by business analysts rather than by programmers.
The Evolution of xRM
As our customers began to understand the possibilities of CRM, they started thinking outside of the box and wanted the ability to manage other aspects of their business, such as:
… and much more. So now we think of CRM as xRM, where “x” can be anything you need to manage — hence, anything Relationship Management.
Customer Relationship Management (CRM)
… is at the core of the xRM platform. The concept of CRM started with a Rolodex. Then someone created a software version of a Rolodex, which led to contacts targeted at automating sales (Sales Force Automation or SFA). As people and companies began to realize the value of these tools, they wanted more. This incessant appetite led to the creation of a more advanced CRM industry. Since 2005, Joesoftware has been helping customers do more with their Dynamics CRM by developing concepts, generating xRM designs, implementing solutions and supporting operational changes that generate measurable benefits.
If you’re ready to explore how to leverage your current Dynamics CRM system or are considering Dynamics CRM as a solution to unique business problems, then talk to our experts who know how to deliver results!
Contact us for a demonstration or to begin the discussion on what your success can look like with xRM thinking.