The company I worked for previously had a 3rd party CRM package. I always wanted to get rid of the CRM tables and use the JDE Address Book. But, we could not do that because of an extract/import that was used by a pc app for external sales staff.

However, we did our best at making it look like 1 database to the internal staff. Everyone used the same search and data entry screens. I eventually created some procedures, GetCustomer and SaveCustomer. Any new program I created that accessed customer data, I would use the procedures.

I think the level of complexity will be related to how strict you currently are with data elements in the JDE Address Book. If you have non-sales staff entering data into the Address Book Revisions screen as they see fit, it may not have the same meaning as it would for a sales person using a CRM. If you've already set ground rules (and programming behind those rules) to define what the data elements mean, the transition should be easier.

-----Original Message-----
From: midrange-l-bounces@xxxxxxxxxxxx [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of Eric Lehti
Sent: Monday, February 25, 2013 11:57 AM
To: Midrange Systems Technical Discussion
Subject: JD Edwards Address Book as sole repository for Customer Relationship Management data?

Have any of you with in-house, internally-developed Customer Master Relationship (CRM) had success in using the JD Edwards Address Book files as the sole repository for CRM data?
Or did you try it and decide that it is too cumbersome and challenging?

Our in-house, internally-developed CRM package that resides on the IBM Power i is currently completely separate from JDE Address Book files, and is synchronized via the F0101Z1 batch file process.

I envision some definite challenges in trying to eliminate the CRM customer master.

Years ago I heard from James Lampert at Touchtone's CRM that their package is totally self-contained, having its own tables for Address and phone information. That design may be the best solution.
What say you?

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