MS Dynamics CRM and BPM-systems

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Posted on by Alexey Zinchenko

Good afternoon!

Consult, please, about MS Dynamics CRM and BPM-systems.

Some organizations, commercial banks, for example, using CRM as a system of relationships with customers, and some of them use for this BPM-systems. I would like to know what is the benefit of using CRM-systems instead of various BPM-systems? What functional can be covered by BPM compared to MS Dynamics CRM, for example?

Thanks in advance for your reply!

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Aileen Gusni 44,524 on at

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Alexey,

I hope these links can help you:

blogs.aspect.com/.../erp-crm-and-bpm-vs-business-process-optimization

www.ebizq.net/.../when-should-a-company-use-bpm-instead-of-crm-to-improve-customer-service.php

social.microsoft.com/.../dynamics-crm-as-a-bpm

salimadamoncrm.com/.../dynamics-crm-bpm-tools-integration

But in my opinion, CRM is pretty good to handle the structured data and its relationship, maintain the data control and security. And event though MS Dynamics CRM has its own power in term of xRM and Integration to anything, in fact CRM software is mainly can be used to three pillars: Sales, Service, Marketing.

But, in my opinion BPM can cover multi complex workflow that can support rapid business process improvement, while Dynamics CRM workflow still go a lot of limitation and its UI Editor is cannot be compared to the BPM, CRM created Business Process Flow, but again also cannot be compared to BPM, like multiple path, delegation, looping.

And also like build an Approval and escalation structured process, a lot of effort to create using CRM Workflow, while using BPM, it is a lot of easier.

Another good resource:

To answer your question:

community.dynamics.com/.../dynamics-crm-2013-new-process-features-where-does-bpm-come-in.aspx

"What can you do with CRM + BPM, that you can't do with CRM alone?"

bpmgeek.com/.../does-microsoft-dynamics-crm-require-additional-process-functionality

Hope this helps you.

Thank you.

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Alexey Zinchenko 85 on at

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Thank you, Aileen!

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Mithilesh Kumar 10,047 on at

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Hi Alexey,

Let me try to draw a line before answering.

CRM is Customer Relationship Management and BPM is Business Process Management.

1. CRM focuses on specific functions/domain (tracking of activities, sales pipeline, opportunity pipeline, case management system for customer service , etc), whereas

2. BPM focuses on the Process Aspects (Workflows, Customer Service, Self Service applications, Forms, easy to use and customize)

They both are altogether two different systems, and in my opinion should be used in combination to improve Customer Service.

Dynamics CRM OOB functionality provides a rich functionality for the above point 1, whereas the it lacks on the Workflow portion.

We are in midst of integrating K2 (www.k2.com) a BPM Tools with Dynamics CRM to enhance the Customer Service experience.

Hope that helps

Thanks

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Hi Alexy,

Please refer these links too as they explain the difference between BPM and CRM and what can you achieve with a BPM and CRM

www.quora.com/.../What-are-the-differences-between-BPM-and-ERP

blogs.aspect.com/.../erp-crm-and-bpm-vs-business-process-optimization

community.dynamics.com/.../the-link-between-crm-and-bpm.aspx

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