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Customer Relationship Management Systems (CRMs)

This discussion highlights the importance and functionalities of Customer Relationship Management (CRM) systems in organizations. It emphasizes features such as tracking, audit trails, integration with other tools, calendaring, and sharing information. The participants evaluate various CRM options like Highrise, SugarCRM, and vtiger, focusing on usability, cost, and customization needs. The goal is to improve communication and manage contacts effectively while ensuring collaboration among team members. Addressing user expectations and experiences shapes the future of CRM implementations.

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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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