Customer relationship management system and method

Methodology for customer relationship management - Semantic Scholar

customer relationship management system and method

Perhaps the most significant recent development in CRM systems has been the move into the cloud. In this scope, a unified methodology centered on CRM solutions is of paramount importance since it has traditionally been linked to either system integration or. CRM systems compile customer data across different channels -- or points Adoption of any of these CRM deployment methods depends on a.

An example of these methodologies is Summit Ascendant, a family of business process methodologies that were originally developed and maintained by Price WaterhouseCoopers Consulting and are now part of IBM's Rational brand, Fujitsu Macroscope or Accenture Delivery Methods.

customer relationship management system and method

On the other hand, the open-source phenomenon has not impacted the specific and tailor-made methodologies for designing and transferring CRM solutions. However, the importance of the phenomenon itself has clearly meant a new and promising research line: Particularly, in this section, we will discuss proprietary methodologies of most prominent software suppliers in the CRM market and then the main contributions of methodologies research for the transfer of CRM systems.

Siebel, a company recently acquired by Oracle, suggest the use of the eRoadmap methodology for the transfer of Siebel solutions or projects in which Siebel solutions are involved. The methodology is based on the following stages Kale, The German company proposes the ASAP methodology for Accelerated SAP to support their customers in transferring their solutions with competitive costs and time constraints. This methodology is designed for ERP solutions mainly, but given its common integration with CRM solutions, it is deemed relevant for our work.

An integrated methodology for customer relationship management customization

The components of ASAP can be used together or individually and are called accelerators. Accelerators are based on the best practices of SAP customers from around the world and consist of a number of templates, questions, and scenarios that require user input to help the user determine the best way to implement their SAP system.

It divides the implementation into five phases. These phases are often referred to as "steps" so as not to be confused with a phased implementation of functionality; they are steps in the overall implementation process. During the Project Preparation phase, the project team makes initial plans and preparation for the implementation.

They set up the project management office PMOdefine the statement of work, and publish the detailed project plan. During the Business Blueprint phase, all stakeholders work to understand the project's business goals and to determine the business processes required to support those goals. This is the scope definition. During the Implementation phase, the project team configures the SAP modules and implements defined processes based on the business blueprint.

Design and development activities for modifications identified during the Business Blueprint phase begin. The system integration test is conducted. During the Final Preparation phase, the team completes final preparation activities before going live, including final system testing, end-user training, data cutover, and system cutover to a production environment.

Go Live and Support. During the Go-Live and Support phase, the project-oriented pre-production environment is transitioned into a successful, live production operation. The methodologies for CRM transfer are independent of software suppliers which are not concerned with technical literature.

US8489543B2 - Customer relationship management system and method - Google Patents

The main elements of this effort are as follows: Project management and prerequisites. Definition of the company's organisational framework. Definition of a customer strategy. Designing a customer relationship assessment system. Human resources organisation and management. Construction of the information system. Once prioritised, the short- the ERP for the publication, management and produc- term projects must be implemented. This will involve tion of all customer-related company information using changing attitudes, both of management and workers, the Internet.

The result has to be that everyone in the ers easier and makes it possible for customers to solve company has their function allocated, and know what they their problems through Internet queries. Proper management of change is fundamental in this 4. It often happens that managers in an organisation clearly see that the organisation has to change but do not The next stage in the CRM-Iris methodology concerns a manage to achieve this properly, since a lot of time and Total Quality Plan and consists in implementing ad con- knowledge are invested in developing the plan and very trolling migration from the old AS-IS system to the new little time is put into making sure the organisation imple- TO-BE one.

Methodology for customer relationship management | Ricardo Chalmeta -

Additional where it wants to go and where it actually is. Collect data The order is received via fax or telephone If the order comes via telephone, data The I. If the order is received via must be introduced straight into the I. Consult the Before introducing the order into the I.

If be accessible from the order introduction introduction of high risk and client risk exceeds the credit assigned, the I. For this reason, it is necessary to write I. To introduce Through the option "New order", the head data OK order data into and detail lines of the order are introduced. To manage change prop- lessons learned in the form of a properly understandable erly it is essential to create working teams to take business case, and 2 to improve the initial results by responsibility for the change and transmit it through- applying the conclusions drawn from those results to them.

These key par- long-term, and 2 the company to adapt to changes occur- ticipants must understand that CRM management is not ring in its environment. When these projects have been simply a technological strategy but rather an essential completed, the implementation of the CRM system has business strategy for the success of their individual been completed. Companies feel safer acting ject management stage are monitored and that action is on the basis of their own objectives.

This behaviour is the result of historical proper monitoring. Consequently, initiatives direc- For example, to control the progress of the project against ted at managing customer relationships in an integrated the implementation plan, it is necessary to have indicators way among all those involved remain far from the actual to compare start dates, due dates and target times.

How- situation in business. In this way, both a clear view and a better understanding of 6. Conclusions the topic were obtained. References architectures for the aim of building a lasting relationship with customers, enterprise integration.

Journal of Systems and Software 57 3— The Customer Marketing Method: How to their needs. A Business Guide to Customer and implementation process. CRM at the Speed of Light: Capturing and Keeping digms are not adequate, as they do not properly integrate Customers in Internet Real Time.

Firing Up The Customer: Understanding customer relationship man- agement CRM. People, process and technology. Integrated Manufacturing Systems 12 2— It then calls the contact module and request the detail view for the specified contact.

The contact module retrieves the SugarBean for the requested contact. The SugarBean verifies row level security at this point. If the record is not retrieved successfully, then the process aborts and the user is not allowed to view the data for the record.

  • Services on Demand

If the retrieve succeeds then it uses the XTemplate mechanism and the code for the current user's theme to create the UI for presentation. The resulting UI is sent back to the client that requested it. As shown, a query counter module is coupled to the controllers and the database abstraction layer The query counter module, that may be preferably implemented as a piece of software code having a plurality of lines of computer code resident on the server computer that is executed by the processor of the server computer, determines the number of database queries on each page of the application during development and when enabled on production systems to try and demonstrate and diagnose performance issues.

In more detail, the module determines, for each page on the screen, the query counts per section of the screen and for the screen as a whole. The module also provides the user with the ability to show all of the queries next to the portion of the screen that the query was executed to populate which allows developers to quickly isolate the source of queries and also gives them a quick numeric value to judge changes against during the development.

The administration module permits an administrator of the system to perform various administrative functions including configuring of the system. The administrator module may include a module loader module that may be selected by a module loader tab The loader module allows the easy end user administration of adding and removing components from the application. The module can basically be used to make any changes to the sugar code-base that you would want.

As shown, in the administration user interface, there is a screen to upload new modules. Once a module is uploaded, it, along with details about it, is listed as available for installation. If you click install, it is installed and then moved into the installed modules list and is available for un-installation. Internally, it handles all of the file management, metadata changes, SQL, and allows for arbitrary PHP code execution. In accordance with the invention, the module loading may be implemented using a manifest filean example of which is shown in FIGS.

In the example shown in FIGS. The manifest file format is used for the module loader as well as an upgrade wizard as described below in more detail. The format of the version dependency check can be provided as an exact match, or as a regex comparison. If there are elements or dependencies on functionality in a specific flavor this parameter should be used to specify what is required.

If there are no restrictions or limitations, the variable may specify all of the supported sugar flavors. The system will use default icons if this is left blank. The processing just walks through this tree moving the files as specified, folders are copied recursively.

The system in accordance with the invention also has a novel upgrade process that is implemented from a tab that launches an upgrade wizard module from the administrator user interface shown in FIG. The upgrade wizard module is preferably a software module executing on the server that performs the upgrade process that includes change detection and system verification as will now be described. In a typical open source program, the program has the users unzip the upgrade over their current installation so that the user may loose any customizations that they may have made to the open source product.

Thus, in stepthe upgrade process starts by putting the file into a staging folder. Then, in stepan upgrade script is called that performs some checks on the upgrade file prior to beginning the upgrade process.

customer relationship management system and method

In stepthe upgrade script ensures that the system that it is upgrading is one of the known systems that it should be able to upgrade from. If the system is known, then in stepthe upgrade script determines the upgrade steps that are needed from the specific installed version on the system since one upgrade package could support multiple prior versions and each version may have a slightly different series of upgrade steps. This makes the upgrade process much faster and easier than requiring the user to step through each version in sequence.

Now, in stepthe upgrade is ready to install as the checks have been performed. In stepthe upgrade process determines if there are more files in the upgrade that need to be compared. This loop ensures that all of the files contained in the upgrade are compared and handled appropriately.

Thus, during the installation process, the upgrade system looks at all of the files on the system that is being upgraded. In stepthe system calculates a checksum, that may preferably be an MD5 checksum, for a file in the upgrade. In stepthe system determines if the checksum value is one of the known values from previous builds with either Unix or dos line feeds or matches a shipped version.

If the sum is known, then the file is considered safe to replace since no customizations will be lost during replacement and the method loops back to step to compare the checksum of the next file. If the checksum is not known, the file is added in step to a list of files that will be checked by the user. Any file that is not part of that list is automatically replaced once the method is completed. The method then loops back to step to compare the checksum of the next file.

When all of the files in the upgrade have been checked, the method proceeds to step in which the list of files whose checksums are not known is presented to the user so that the user can select the files from the list to be replaced during the upgrade. In stepthe replacement of the original files with the files of the upgrade occurs. In this step, the files whose checksums were known as well as the files selected by the user from the list are replaced.

Then, in stepanother script is run to perform any further processing on the upgrade. In this manner, the upgrade of the application is handled without losing any customizations made by the user.

This user interface permits the system to configure the system and server to provide a connection to a mobile client. The application code changes are synced in a per file basis, only files that are not the same between the client and the server are synced and all code syncs are one way in that they only go from the server to the client. Any metadata and schema changes are synced the same way.

Any changes to the code, metadata, configuration, schema on the server are automatically synced to the client. These changes are also synced as deltas and there is no full sync after the first time. Application data changes are synced bi-directionally and change on the client and the server are merged.

This bidirectional synchronization updates both the client and the server with the latest changes from the other machine and handles conflict resolution. During the synchronization, the user gets a user interface that shows them the progress of the synchronization process. The mobile client synchronization may also include a security feature. In particular, since the system software is developed in PHP and most PHP programs are plain text, the code is somewhat easy to steal.

The process for Mobile Sync with Code Encryption would be able to take the current code from the server, encrypt it completely into a binary executable form, and then send the encrypted application down to the mobile client. This allows for mobile client functionality, easy change and administration on the server since it is still unencrypted on the serverand makes it very hard for mobile client users to modify or steal the source code of the application.

This increases the integrity of the system on a global scale. The mobile client in accordance with the invention may support a subset of the total number of modules available on the server. With the exception of the Document all data a user has access to i. The Documents module will always sync the list of documents i. To get specific files synced to the client a user must select the individual files they wish to have kept current on their client.

This is done by accessing the list of Documents when disconnected and setting a flag on each document you want synced to your client. Once the flag is set for a document, new versions of the document the actual file will automatically be synced to the client on future sync operations. This is done as syncing all documents could potentially take a very long time. A mobile client does not send email or log audit operations. These operations are deferred and operated on by the server as records are synchronized.

There is just one version of the Sugar Enterprise software once it is installed there are setup steps that configure it to work as an offline client. This insures the application works and looks the same when the user works connected to the server or disconnected via the offline client.

Now, the installation of the mobile client will be described. Install the Professional or Enterprise version of Sugar, creating a user and the database, but do not populate seed data. Logon to the client system as admin. The screen from FIG. Specify the login user name and password the user of this client normally uses when connecting to the server e. Press the submit button, you will get a confirmation screen press the OK button to continue, or Cancel to exit the conversion steps. The conversion normally takes a minute or two.

The sync processing initially verifies and copies over any application files modified or customized on the Sugar server. This insures that the client systems are automatically receive any modifications made to the server. During the sync process, the user may receive frequent updates as to the progress, the percent of the sync complete, and the current step in the process.