History: Customer_Relationship_Management

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            TikiCRM will be developed at http://crm.tiki.org and once it's good enough, it will de converted to a profile, so anyone can deploy in one click.


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! Features
-=Contacts and membership management=-
* Database of contacts, managed by admins
* Some of those contacts have logins and can update their profile as per ((User_Trackers))
* Anonymous can create an account and update profile
* Registered users can become members (and pay) (there is more than 1 membership type) as per: http://doc.tiki.org/Payment#Membership_Management
* Members have access to privileged content  (A members-only category)


-= Interaction management (ticket system) =-
* Make trackers for contacts with customers (ticket system)
** with admin field (visible to user) with time spent
*** When ticket is closed, this is passed to the ((doc:Credit)) system 
** Registered users can use the ticket system (report issues, etc.)
** Admins can also use the ticket system to log interactions with contacts (whether or not they are members)



! Actions by group
What are various actions that can be done by various user types in a typical CRM/Membership Management System?

!! Anonymous
* Have access to the public information about the organization
* Are invited to ((doc:register)) to the site

!! Registered
* Can ((doc:login)) and update their profile ((doc:user tracker)) with name, phone number address, photo, etc.
** A main staff contact for each (so the best person calls when relevant) 
** Note: there are some contacts which have no login and the info is solely maintained by staff
* Can ((doc:payment|pay)) for membership
** Payment is via ((doc:Paypal)) or manual payment
* Can see if payment is due
* ((doc:credits))
** Can purchase
** Can check status
** Can use credits
* Can't see other profiles
* Can register to an event
* Can purchase an item (ex.: book) via the ((doc:Shopping Cart))
* Tickets (using ((doc:Trackers)))
** log a support ticket
** review status of tickets already submitted

!! Members
* See [tiki-browse_categories.php?parentId=3|restricted section for members]. This is a ((doc:category)) with ((doc:permissions)).

!! Staff
* Send Newsletters to members in good standing
* Can promote list of members on public site
* Can change the user type
** Ex.: Contact, Lead, Past Customer, etc.
* Can see full list of members
* Can edit wiki pages and member's profile
* ((doc:Credits))
** Can manage credits for all users
* View all and respond to all tickets

!! Admins
* Can do everything

! Questions
* Do we need to make the distinction between an individual contact and a company/account which has many contacts in it.
** Would be simpler not to. Otherwise, we need to figure something out with ((doc:group trackers)).
* interaction or actions, or should they be called something else?


! Nice to have 
* Admins can indicate: Time spent (minutes to be deducted from Credits, when ticket is closed)
* Admins can filter contacts by a criteria and contact them
* User groups can have access to a common contact database with different access levels. For example the contact database "sales" is readable by the members of "sales", "sales_senior" can add contacts and edit those contacts they own and "sales_admin" can reassign contacts to others and edit them all. Another user group "tech" will have their own contact database and so on.
* Each contact can have n different contact types with different values, for example 3 entries "telephone". new contact types can be defined
* for some contact types links can be generated (for example if I enter data into a homepage field, this is a link to the website, for a telephone number this is a link to a helper script on my pbx server to trigger a call and for an email it is a mailto link of course.
* Notes can be attached to a contact which are visible to all or to the author only
* Documents can be attached to a contact
* contacts can be grouped in relations: Bill is the superior of Joe, Lisa is the wife of Joe etc.

! Long term
* Show off credit system
* ((doc:Shopping cart)) is available to replenish credits (this part needs to be coded)
* Use ((doc:payment)) to run a ((doc:Data Channel)) (to show off the new feature)

! Todo
* Make more tests as an end user becoming a member
** change top menu
* Clarify the [http://crm.tiki.org/tiki-view_tracker.php?trackerId=2|CRM action aspect]
** It should look like a ticket from the client's perspective, with some hidden fields for the admins
* {CODE(caption="Array in http://crm.tiki.org/tiki-view_tracker_item.php?view=+user")}<title>test company    Array</title>{CODE}
* How does a user know if he has outstanding payments?
* Make activity tracker (calls, etc) work
** What about contact with no username? (what is in drop down?)
* Make group tracker associate within profile for ((User_Trackers))
* Profile should ask for: sender email

! Related profiles
* ((Social_Networking_Service))
* ((Project_Management))
* ((Mail_Merge))

! Related links
* http://en.wikipedia.org/wiki/Customer_relationship_management
* http://en.wikipedia.org/wiki/Category:Free_customer_relationship_management_software
* http://dev.tiki.org/crm


-=alias=-
* (alias(CRM))
* (alias(Contact Relationship Management))
* (alias(Community Relationship Management))
* (alias(Client Relationship Management))
* (alias(Constituent Relationship Management))
* (alias(Membership))