History: Customer_Relationship_Management

View page Collapse Into Edit Sessions

Preview of version: 34


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.





Features

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)



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?


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)

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

Related profiles


Related links

http://en.wikipedia.org/wiki/Customer_relationship_management
http://en.wikipedia.org/wiki/Category:Free_customer_relationship_management_software
http://dev.tiki.org/crm


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