Customer Relationship Management ( CRM )

This is a transparent process that can be implemented while other operations are carried out. The process aims at gathering all contacts (belonging to all executives), and outlining an overall idea about communications and documents related to each of your business partners. In general definitions the Administrator can set a specific type of business process – Customer Relations.

Relationship cycle

The main aim of managing contacts is an optimal organization of co-operation with clients depending on the stage of relationship with the client.

Sample Relationships Stages

- Growing: establishment of additional contacts is required;
- Mature: established relations with the client;
- Declining: special attention is required in order to preserve relations with the client;
- Closed: relations with the client have exhausted.

Information about relationships stages can be coded into Contact Remark as an attribute pair, i.e. stage=mature. It can be used later by the function Global Search .

Details

In the Companies editor select the necessary contact. In the lower part of the window you will see the following fields:

Contacts:
Displays a list of all persons that belong to your partner.

Remarks:
Additional data and attributes related to a given partner.
Use the Customer Relationship workflow to pick out attributes that describe relationships stage relating to certain operations.

Files:
Here you can store information as documents or links to documents (see Document Management). Use this section to store general information, for example copies of publications on the client, distribution list templates, logos.

Distribution Lists:
Shows in which mailing lists a given partner participates himself/ herself, or in which lists persons participate relating to the partner. If you are interested only in certain context of distribution lists (for example, lists related to Workflow Customer Relationship only), set a filter that will open a dialog similar to a global search, where it is possible to specify the necessary filter criteria.

Communications:
Displays all communications with a given partner in terms of certain business transactions. If you simply want to register a fact of client’s communication, you can create a communication right on this pane, not having to refer to another business process. Select a contact person and click. The program will offer you to use a branch in the communication tree that start with Customer Relationship workflow and relate to this company. This way, for example, it is convenient to plan meetings.