A new demo is available for the eService Accelerator for Microsoft Dynamics CRM. This demo is for the Online version but functionally it should be similar to the On-Premise version.

The first few minutes cover some technical stuff but the middle section of it does a pretty good job of showing the functional process flow. Toward the end it goes back into technical configuration.

http://www.democrmonline.com/eServiceOnline/

The eService Accelerator is pretty slick. Much like the Event Management Accelerator I did a walkthrough of recently, this is another great example of the potential of CRM as an xRM platform from which to optimize your business. The concept of xRM (Anything Relationship Management) looks beyond CRM as contact management software or a sales force automation database. Again, CRM can be used for those purposes but that’s like buying one of those huge RVs to drive around the block. Get out and explore!

Think more about all of the different types of people your business and its employees interact with and the processes that are used for those interactions. Could those processes be improved? How would your customers feel about your business if you offered them the option of submitting their own service cases online instead of calling? How would providing self-service capabilities affect your costs? Yes, CRM is software but success comes with the convergence of the software with your business.

Microsoft recently released a CRM demo or healthcare titled Patient Relationship Management. It’s a nice short five minute online demo that walks through a Microsoft Dynamics CRM implementation that has been tailored for healthcare organizations.

• Demo: Microsoft Dynamics CRM – Patient Relationship Management (Requires Microsoft Silverlight)
• Information: Healthcare CRM Whitepapers and Datasheets

 Patient Relationship Management, or PRM, is a nice approach. CRM has been somewhat pigeonholed because of the CRM acronym’s “Customer” emphasis. Microsoft is now positioning “xRM” where the “x” is a variable that could represent just about any type of relationship such as patients, physicians, suppliers, vendors, etc. As CRM is being utilized increasingly as an end-to-end business productivity platform and not just a sales force database, companies employing the xRM concept will realize greater value from their investments.