History: Customer_Relationship_Management
Preview of version: 31
This profile is designed based on the requirements established in the following pages.
TikiCRM will be developed at http://crm.tiki.org and once it's good enough, it will de converted to a profile, so anyone can deploy in one click.
http://dev.tiki.org/crm
TikiCRM will be developed at http://crm.tiki.org and once it's good enough, it will de converted to a profile, so anyone can deploy in one click.
Table of contents
Actions by group
What are various actions that can be done by various user types in a typical CRM/Membership Management System?Anonymous
- Have access to the public information about the organization
- Are invited to register to the site
Registered
- Can login and update their profile user tracker with name, phone number address, photo, etc.
- A main staff contact for each (so the best person calls when relevant)
- Note: there are some contacts which have no login and the info is solely maintained by staff
- Can pay for membership
- Payment is via Paypal or manual payment
- Can see if payment is due
- credits
- Can purchase
- Can check status
- Can use credits
- Can't see other profiles
- Can register to an event
- Can purchase an item (ex.: book) via the Shopping Cart
- Tickets (using Trackers)
- log a support ticket
- review status of tickets already submitted
Members
- See restricted section for members. This is a category with permissions.
Staff
- Send Newsletters to members in good standing
- Can promote list of members on public site
- Can change the user type
- Ex.: Contact, Lead, Past Customer, etc.
- Can see full list of members
- Can edit wiki pages and member's profile
- Credits
- Can manage credits for all users
- View all and respond to all tickets
Admins
- Can do everything
Questions
- Do we need to make the distinction between an individual contact and a company/account which has many contacts in it.
- Would be simpler not to. Otherwise, we need to figure something out with group trackers.
basic
- Database of contacts, managed by admins
- Some of those contacts have logins and can update their profile as per User_Trackers
- Anonymous can create an account and update profile
- Registered users can become members (and pay) (there is more than 1 membership type) as per: http://doc.tiki.org/Payment#Membership_Management
- Members have access to privileged content (A members-only category)
- Make trackers for contacts with customers (ticket system)
- with admin field (visible to user) with time spent
- When ticket is closed, this is passed to the Credit system
- Registered users can use the ticket system (report issues, etc.)
- Admins can also use the ticket system to log interactions with contacts (whether or not they are members)
- with admin field (visible to user) with time spent
Nice to have
- Admins can indicate: Time spent (minutes to be deducted from Credits, when ticket is closed)
- Admins can filter contacts by a criteria and contact them
- User groups can have access to a common contact database with different access levels. For example the contact database "sales" is readable by the members of "sales", "sales_senior" can add contacts and edit those contacts they own and "sales_admin" can reassign contacts to others and edit them all. Another user group "tech" will have their own contact database and so on.
- Each contact can have n different contact types with different values, for example 3 entries "telephone". new contact types can be defined
- for some contact types links can be generated (for example if I enter data into a homepage field, this is a link to the website, for a telephone number this is a link to a helper script on my pbx server to trigger a call and for an email it is a mailto link of course.
- Notes can be attached to a contact which are visible to all or to the author only
- Documents can be attached to a contact
- contacts can be grouped in relations: Bill is the superior of Joe, Lisa is the wife of Joe etc.
Long term
- Show off credit system
- Shopping cart is available to replenish credits (this part needs to be coded)
- Use payment to run a Data Channel (to show off the new feature)
Related profiles
Related links
http://en.wikipedia.org/wiki/Customer_relationship_managementhttp://dev.tiki.org/crm
Todo
- Make more tests as an end user becoming a member
- change top menu
- Clarify the CRM action aspect
- It should look like a ticket from the client's perspective, with some hidden fields for the admins
- Array in http://crm.tiki.org/tiki-view_tracker_item.php?view=+user<title>test company Array</title>
- How does a user know if he has outstanding payments?
- Make activity tracker (calls, etc) work
- What about contact with no username? (what is in drop down?)
- Make group tracker associate within profile for User_Trackers
- Profile should ask for: sender email
History
Current Profiles
Latest Changes
- Custom Repository
- Welcome to Tiki Profiles
- Test_All_Modules_A_to_F
- Test_All_Modules
- Test_All_Modules_Q_to_Z
- Test_All_Modules_G_to_P
- MenuPageBanner
- rss_gabarit
- Profile_Test_all_Modules_Test_all_Modules_page
- Test_all_tracker_field_types_profile
- davidbeijinho
- Profiles_in_Wizard
- Tiki Profiles Tester
- Consensus Forums
- test_profile_change
- Consensus_Forums_Instructions
- Timesheets
- Easy_GeoBlog
- test_new_personal_blog_social_include
- test_new_personal_blog_aio