[gnue] r9777 - trunk/www/web/packages

[reinhard]

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
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(Binary files differ)


Property changes on: trunk/www/web/packages/crm.dia
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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
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Property changes on: trunk/www/web/packages/crm.png
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Name: svn:mime-type
   + application/octet-stream

Added: trunk/www/web/packages/crm_small.png
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Property changes on: trunk/www/web/packages/crm_small.png
___________________________________________________________________
Name: svn:mime-type
   + application/octet-stream