Since the release of Microsoft CRM 4, I've had a couple of requests from partners on how they can start to leverage the new platform in some of their new Web 2.0 projects.
Now I'm not 100% sure, mainly because the term Web 2.0 is one of the growing polysemes that litter the IT field, so working out how to Web 2.0'afy your next CRM solution is as much magic as science.
But to get the party started, I thought I would put together a very quick concept of how I think Web 2.0 and CRM could get mashed up for customers.
I'll start by choosing one element from the Web 2.0 space that I think would be exciting to CRM solutions, and that is the social element.
Next, let's take an example company and look at how they might successfully mashup Web 2.0 and CRM in their business.
For example, Dave's Health Insurance (my fictitious corporate juggernaut!) offers competitive health insurance packages to a range of customers. They offer singles packages, sporty types packages, couch potato packages, etc. The CIO wants to harness the power of the human network within their member base to:
If we approach this requirement from a CRM and Web 2.0 angle, we could consider the following questions:
Now lets do some ideation, and come up with some concepts:
The great thing about platforms like CRM 4 is that surfacing up the type of functionality required to implement the ideas above is very easy, and in terms of integrating CRM 4's web services into platforms like Facebook using tools like Visual Studio and .NET, it's not something that is going to require the development team at Dave's to have to create a whole bunch of code to handle standard bits like workflow, reporting and web services, cos' all that stuff already exists in CRM 4.
I'd love to hear from folks who are working on Web 2.0/CRM mashups, on what type of scenarios they are seeing, and how they are tackling them.
As they say, there are no stoopid ideas! :)