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Customer Relationship Management Systems (CRMs)

Customer Relationship Management Systems (CRMs). Philipp, Simon, Mario, Clare, Steve Lee, Tim, Neil, Gillian, Tiejun. Why CRMs?. Tracking/Audit trails/Knowledge base Sharing information Actions/Tasks Contact lists Calendaring Different views By org/user/… Integrate with other tooling

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Customer Relationship Management Systems (CRMs)

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  1. Customer Relationship Management Systems (CRMs) Philipp, Simon, Mario, Clare, Steve Lee, Tim, Neil, Gillian, Tiejun

  2. Why CRMs? • Tracking/Audit trails/Knowledge base • Sharing information • Actions/Tasks • Contact lists • Calendaring • Different views • By org/user/… • Integrate with other tooling • Calendars/mail/… • Sharing information across an orgisation • Across various orgs? E.g. NGS & OMII-UK • Expectations – what is really needed?

  3. What have people used? • OMII-UK • Try to keep track of the people that are move about • Looked at: • Highrise – have to buy an account ($49/month for15 user) • SugarCRM – high set-up cost, too sales orientated • Intersect • Start-up but not university controlled • Track people that move about • Email/calendaring - zimbra • NGS • Gillian does most of the outreach but others too • Information dissemination (mass of leads) • Used footprints (if you maintain the address book) • OSSF • vtiger – open source/contact management • RT to deal with queries

  4. More details • Highrise (OMII-UK) • Need to pay for full access • About £30/month • Made the secretary the access person • Ownership • Can now download • Need a group account to have correct visibility • Share information (caveat legal implications) • SugarCRM (OMII-UK) • Open source version is free!! • Needs training/customisation • Collaborate amongst e-Science • Too sales orientated – customisable • Colateral library/Resource library (latest stuff)

  5. More Details II • Zimbra (Not really a CRM)(Intersect) • Mail/Calendaring • Not free • Installed a local server • Other things • Wikis, Mail accounts, Footprints,

  6. Outcomes • Had a good moan • We all felt better … • Except Clare who is generally happy (with Zimbra) • Lower the data entry level • We are all lazy^H^H^H^H busy people … • Use a common system and share customisation • Share the pain (money) … • Investigate Zimbra (like outlook)/Mantis (lightweight issue tracker)

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