Author: reinhard Date: 2007-08-24 03:11:49 -0500 (Fri, 24 Aug 2007) New Revision: 9777
Added: trunk/www/web/packages/crm.dia trunk/www/web/packages/crm.png trunk/www/web/packages/crm_small.png Modified: trunk/www/web/packages/crm.php Log: Added CRM description update contributed by marc4linux. Added: trunk/www/web/packages/crm.dia =================================================================== (Binary files differ) Property changes on: trunk/www/web/packages/crm.dia ___________________________________________________________________ Name: svn:mime-type + application/octet-stream Modified: trunk/www/web/packages/crm.php =================================================================== --- trunk/www/web/packages/crm.php 2007-08-06 15:55:03 UTC (rev 9776) +++ trunk/www/web/packages/crm.php 2007-08-24 08:11:49 UTC (rev 9777) @@ -6,18 +6,112 @@ <div id="body"> <h1>Customer Relations</h1> -<p>Customer Relationship Management (CRM) allows your sales, -marketing and customer support groups to work together to -improve customer (and prospect) satisfaction. GNU Enterprise -CRM provides campaign management, literature fulfillment, -lead management, sales analysis and call center -management/support.</p> +<p>Customer Relationship Management (CRM) allows your sales, marketing and customer support groups to work together to improve customer (and prospect) satisfaction. GNU Enterprise CRM provides campaign management, literature fulfillment, lead management, sales analysis and call center management/support.</p> +<p>As most CRM packages, GNU Enterprise CRM will actually cover more than just relationships with customers. Sales and marketing must be able to use this package to find information about all organisations that are contributing to the development of the company sales, or who are potential users of its products. E.g. development work with a technical research institute may lead to information related to that institute being captured in the CRM data.</p> + +<p>CRM data is key structural data for GNU Enterprise, qualifying and enabling the management of flows of financial and product/service data through GNU Enterprise.</p> +<p>Indeed, whereas a lot of the data managed by an ERP is quantitative, a large share of the qualitative data entered via a CRM package will help qualify the quantitative data.</p> +<p>A given volume sold at a given price is qualified by the Customer it is sold to, the name of the customer accountant to call if an invoice is overdue, etc.</p> + +<p>CRM-related activities fall in the following areas:</p> +<ul> + <li>Sales Management + <li>Project Management + <li>Quality Management +</ul> + +<p>Key functionalities to support these activities are as follows:</p> +<ul> + <li><a href="#contacts">Contacts</a> + <li><a href="#organisations">Organisations</a> + <li><a href="#products">Products & Services</a> + <li><a href="#resources">Resources</a> + <li><a href="#tasks">Tasks</a> + <li><a href="#tasks">Projects</a> + <li><a href="#campaigns">Campaigns</a> + <li><a href="#leads">Leads & Opportunities</a> + <li><a href="#meetings">Scheduled calls & meetings</a> + <li><a href="#activities">Activity Agenda</a> + <li><a href="#complaints">Complaints</a> + <li><a href="#reports">Reports</a> +</ul> + +<p>A Dashboard comprising several applets will typically display performance metrics, a summary of tasks and latest updates to the user.</p> + +<a href="crm.png" target="_blank"><img src="crm_small.png"></a><br /> + +<h3><a name="contacts">CONTACTS</a></h3> + +<p>Contacts are a central element of the CRM data. The comprehensive tables of names, functions and address details relates to all the activities of the company.</p> +<p>It is not with an organisation that one interacts, it is with the people of that organisation. Therefore, knowing who to call to sell a product, initiate new research, manage orders, solve quality issues, etc. is essential.</p> + +<h3><a name="organisations">ORGANISATIONS</a></h3> +<p>Organisations, notably companies, are the legal entities, as opposed to the physical people, that the company deals with.</p> +<p>An organisation is defined in a number of ways:</p> +<ul> + <li>By the <a href="#contacts">contacts</a> that you know in this organisation. + <li>By the other organisations it is related to, e.g. as a subsidiary or member (e.g. trade associations) + <li>By its various addresses: Sold-To, Bill-To, Ship-To, Remit-To, etc. +</ul> +<p>It is ideally in the CRM package that all organizations and their addresses are defined to be used in other parts of GNU Enterprise.</p> + +<h3><a name="products">PRODUCTS & SERVICES</a></h3> + +<p>A company's products and services are another key input in most if not all interactions with a customer.</p> +<p>A large share of the product/service information to be used in the CRM package is actually defined in the Manufacturing package, where Bills of Materials and Inventory items are defined. The exception to this will be non-company product information, e.g. information on competing products.</p> + +<h3><a name="resources">RESOURCES</a></h3> + +<p>Company employees, people external to the company, external and internal assets are other essential inputs in CRM-related processes.</p> +<p>Employee details will be defined in the HR package, to be used in other packages.</p> +<p>People external to the company will be defined as <a href="#contacts">contacts</a> within the CRM package.</p> +<p>Internal assets will be defined in the Financials package.</p> +<p>External assets that would not be accountable items could be represented within the CRM package.</p> + +<h3><a name="tasks">TASKS & PROJECTS</a></h3> + +<p>Within GNU Enterprise CRM, tasks materialize actions resulting from the combination of events and resources:</p> +<ul> + <li>A <a href="#complaints">complaint</a> investigation task results from a faulty <a href="#products">product/service</a> reported by a <a href="#contacts">customer</a> to a <a href="#resources">company employee</a>, with further references to an order, invoice, etc. + <li>A project is a series of related and timed tasks. + <li>A <a href="#campaigns">campaign</a> targets the identification of new sales <a href="#leads">leads & opportunities</a> for given <a href="#products">products & services</a> with the support of <a href="#resources">sales staff</a>. + <li>etc. +</ul> + +<h3><a name="campaigns">CAMPAIGNS</a></h3> + +<p>A campaign is practically a particular type of project. Its objective is to generate new sales leads and opportunities, generally through a promotional campaign geared towards selected <a href="#contacts">contacts</a>.</p> +<p>Elements of the promotional campaign, such as rebates and discounts, will have a relationship to the Financials Package.</p> + +<h3><a name="leads">LEADS & OPPORTUNITIES</a></h3> + +<p>A core purpose of a CRM system is to keep track of sales leads and opportunities, whether these result from a specific <a href="#campaigns">promotional campaign</a>, spontaneous <a href="#contacts">customer</a> calls, or ordinary activity of the <a href="#resources">sales people</a>.</p> + +<h3><a name="meetings">CALLS & MEETINGS</a></h3> + +<p>Scheduled calls and meetings, and participants thereto (<a href="#contacts">contacts</a> and <a href="#resources">employees</a>) will have the opportunity to record these.</p> + +<h3><a name="activities">ACTIVITY AGENDA</a></h3> + +<p>Users of GNU Enterprise CRM will need to have an overview of all current or future activities, i.e. mostly <a href="#tasks">tasks</a> and <a href="#meetings">scheduled visits</a>.</p> + +<h3><a name="complaints">COMPLAINTS</a></h3> + +<p>A complaint will be raised when a <a href="#contacts">customer</a> (usually external, sometimes internal) is dissatisfied with the performance of a <a href="#products">product or service</a>. Service must be understood to cover all elements of the relationship with the customer, to include e.g. an incorrect invoice or weight measure.</p> +<p>On the other hand, in spite of being managed by one same company structure, quality in the sense of dealing with customers is separate in the ERP from quality and its measure related to the production process (See Manufacturing Package).</p> + +<h3><a name="reports">REPORTS</a></h3> + +<p> +<a href="#tasks">Tasks & projects</a>, <a href="#campaigns">campaigns</a>, <a href="#leads">leads & opportunities</a>, <a href="#meetings">calls & meetings</a>, etc. will trigger the generation of reports.</p> +<p>These will be recorded in the GNU Enterprise CRM, duly related to their purpose.</p> + <h3>Status</h3> <$ status ( "crm" ) > - </div> <?php include "$BASEDIR/shared/_footer.php"; ?> + Added: trunk/www/web/packages/crm.png =================================================================== (Binary files differ) Property changes on: trunk/www/web/packages/crm.png ___________________________________________________________________ Name: svn:mime-type + application/octet-stream Added: trunk/www/web/packages/crm_small.png =================================================================== (Binary files differ) Property changes on: trunk/www/web/packages/crm_small.png ___________________________________________________________________ Name: svn:mime-type + application/octet-stream _______________________________________________ commit-gnue mailing list commit-gnue@gnu.org http://lists.gnu.org/mailman/listinfo/commit-gnue
