Article

Legacy application upgrades: xRM lessons learned from the field

by Patrick Huisman
Senior CRM Consulanta, Avanade,

Microsoft Dynamics CRM's flexible xRM capabilities make it a popular option for replacing legacy applications that were either heavily customized or built from scratch long ago. In most cases, a team will consider CRM as a replacement option if the processes are client-related, but interestingly the old applications mostly have ERP-like characteristics with a strong focus on logistics and finance.

Processes automated by a legacy application are usually not generic enough to be supported by configuring standard ERP capabilities. Often, these solution owners believe that only a heavily customized application can support their needs, but this is where Dynamics CRM and its xRM platform can come to the rescue.  Having done multiple xRM implementations, there are important lessons to be learned about how introduce Dynamics CRM to legacy application owners in a way that helps them see a path forward to reduced customization by applying smart planning and management principles.

Use the strengths of CRM

As obvious as it might seem, be sure to use the strengths of Dynamics CRM when designing a new xRM solution.  For instance, use capabilities like:

  • Modeling of business entities
  • Workflow
  • Email/Mail merge
  • Integration with Microsoft stack

The modeling capabilities should be one of the most obvious starting points. Dynamics CRM allows you to define the data model, including the business entities and a relations between them. This approach makes it very easy for owners of a legacy application to transfer an existing data model  to Dynamics CRM. Usually most of the data model logic of an existing application can be reused, though it is important to check the approach against some basic modeling principals of Dynamics CRM, especially related ...

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About Patrick Huisman

Patrick Huisman is a Senior CRM Consultant at Avanade Netherlands. He studied Economics at  the University of Groningen with a specialization in Marketing and Market Research.

He has a broad experience in CRM implementations especially with Dynamics CRM but also with earlier versions of sales force automation applications. His focus is mainly on the business aspects of CRM implementation, especially translating business needs & requirements into an CRM configuration. An true CRM specialist and enthusiast.

Avanade is a multinational consulting company founded as a joint venture between Accenture and Microsoft. Avanade delivers Microsoft Dynamics CRM, ERP, cloud, business intelligence, application development, collaboration and outsourcing solutions to companies across the globe. For more information on our CRM Service Line click http://www.avanade.com/crm.

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