History: Customer_Relationship_Management

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Preview of version: 32

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.



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


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.
  • interaction or actions, or should they be called something else?


basic

Contacts and membership management
  • 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)


Interaction management (ticket system)
  • 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)


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)



http://en.wikipedia.org/wiki/Customer_relationship_management
http://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


alias

History

Information Version
Sat 29 of Jul, 2023 23:40 GMT-0000 Marc Laporte typo 68
Sat 29 of Jul, 2023 23:39 GMT-0000 Marc Laporte note about inactivity 67
Sun 02 of Oct, 2016 16:49 GMT-0000 Marc Laporte CRM for WikiSuite 66
Mon 29 of Oct, 2012 21:12 GMT-0000 nickarh country field type 65
Mon 29 of Oct, 2012 21:05 GMT-0000 nickarh sh 64
Mon 29 of Oct, 2012 20:56 GMT-0000 nickarh added fields 63
Mon 29 of Oct, 2012 20:54 GMT-0000 Marc Laporte After paying on ((Membership)): This invoice does not exist or is in limited access. 62
Mon 29 of Oct, 2012 20:50 GMT-0000 Marc Laporte essential 61
Mon 29 of Oct, 2012 20:35 GMT-0000 Marc Laporte You do not have permission to insert an item 60
Mon 29 of Oct, 2012 20:13 GMT-0000 Marc Laporte to make dev faster 59
Mon 29 of Oct, 2012 20:07 GMT-0000 Marc Laporte missing features 58
Mon 29 of Oct, 2012 20:02 GMT-0000 Marc Laporte group 57
Mon 29 of Oct, 2012 19:56 GMT-0000 Marc Laporte Membership page 56
Mon 29 of Oct, 2012 19:55 GMT-0000 Marc Laporte needed 55
Mon 29 of Oct, 2012 19:53 GMT-0000 Marc Laporte Code Plugin modified by editor. 54
Mon 29 of Oct, 2012 19:41 GMT-0000 duanekennedy Code Plugin modified by editor. 53
Mon 29 of Oct, 2012 19:18 GMT-0000 duanekennedy add myprofile link 52
Mon 29 of Oct, 2012 19:16 GMT-0000 duanekennedy Code Plugin modified by editor. 51
Mon 29 of Oct, 2012 19:14 GMT-0000 duanekennedy Code Plugin modified by editor. 50
Mon 29 of Oct, 2012 19:10 GMT-0000 Marc Laporte nier 49
Mon 29 of Oct, 2012 18:55 GMT-0000 Marc Laporte lowercase 48
Mon 29 of Oct, 2012 18:53 GMT-0000 Marc Laporte links 47
Mon 29 of Oct, 2012 18:51 GMT-0000 Marc Laporte Some wiki pages 46
Mon 29 of Oct, 2012 18:48 GMT-0000 Marc Laporte nicer menu 45
Mon 29 of Oct, 2012 18:42 GMT-0000 Marc Laporte menu in module 44