Introduction

In the enterprise world, CRM acts as a backbone in running the business - from sales, marketing to customer service. With the advent of distributed computing, ML & AI. The focus has moved to how devices & apps can make the life of the user more productive by understanding the users context. Every process in a business is being digitized at an ever increasing rate. This rapid shift means customers are looking to move away from monolithic suites that perpetuate disconnected data siloes and expensive custom extensibility frameworks to realtime contextual applications which serves the role & job at hand.

About the Project

The project aims to speculate the future of CRM systems [5-10 years]. During the course of the project I was tasked understanding the core CRM Business need, identify opportunity areas, future map scenarios to build modular business applications on mobile that are part of a connected data graph, enabling AI and extensibility that spans the customer's business process needs. Using Office, Dynamics and LinkedIn graph.

Process

During the course of this internship I conducted close to 50 interviews, gathering needs, wants and aspirations of the users. Taking into account the various ways users, technology and businesses are going to be behave in the near future. From my research we identified potential untapped markets and viable business opportunities that we could undertake and develop an end to end system for this user base ground up.

Unfortunately! due to the confidential nature of this project and an NDA with Microsoft, I would not be able to share any further details on this platform. We could however discuss the same offline.

Tools Used