My experience in Customer Relationship Management (CRM) is that while there are a lot of excellent solutions like Salesforce, Pipedrive or MS Dynamics, they are not used efficiently in organisations. In some cases sales staff bypass the system and use e.g. email in communications or the data as a whole is so defective that “someone” has to update it in order get a coherent picture of the sales and customers.
My point is that let sales and customer reps focus on the essential and let all “IT things” to be done by someone like me!
Let’s take an example. When I will participate email exchanges with a customer, I will listen, follow and save everything and then I will create new customers when necessary. Moreover, you have to be a very big player, if you get all your customers to use your system and your processes – most likely they will carry on to use the easiest way – an email!
So what do I understand about CRM? First, all my activities (or intents in AI slang) are based on Powermemo™ platform (IPR no. 11296 for Dynamic Collaboration System). The architecture consists of all structures, functionalities and user-types, that are needed in Customer Collaboration like:
- Customer data
- Customer person data
- Product/Service data
- Project data
I understand three type of users:
- Registered user, who has all rights to digital rooms and functions.
- Ghost-user, that I or you will create and who does not have to use anything else but email.
- Trusted user, who register once and get e.g. extranet portal or views via email.
If you have already your own CRM, that’s not a problem! We’ll just define what kind of information I will get and I will act accordingly!