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. The implementation of CRM systems has become very necessary for organizations in order to effectively manage their relationships with the. The Journal of Systems and Software 79 () – locate/jss Methodology for customer relationship management Ricardo Chalmeta .

Clicking on the name of a report zooms to the detailed definition of the report criteria fields to be displayed, and filter settings for that report, permitting the user to alter the criteria, and re-submit the report query.

The system may also include a database abstraction layer that is coupled between the database and the SugarBean object in order to by an interface between the database and the SugarBean object The SugarBean object provides the base logic required for retrieving and making available information from the database and each module creates subclasses of SugarBean to provide module specific details.

During the process of retrieving data from the database, the SugarBean makes calls that populate the row level security information into the SQL that retrieves the data. Once the data is retrieved from the SugarBean objectthe module uses a template mechanism and a theme to produce the requested presentation for the user. The template mechanism reformats the data from the database into a particular form while the theme adjusts the user interface according to the user's preferences.

If, for instance, the user requests an HTML presentation of the detail view of the contact module for a specified contact, here is the flow of what happens. The user hits the controller named index. It handles most of the logic for the main application.

The index controller loads the current user, verifies authentication and session information, loads the language for the user and produces some of the UI shell. 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.

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.

customer relationship management system and method

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.

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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.

US8489543B2 - Customer relationship management system and method - Google Patents

Then, in stepan upgrade script is called that performs some checks on the upgrade file prior to beginning the upgrade process. 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.

An integrated methodology for customer relationship management customization

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. 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. 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. A more development-driven initiative is presented in the Kim, recommendation. Through two business cases analysis, a twelve factor-driven model is presented to understand and handle the social elements to be considered in this kind of models.

The proposed process model elucidates the technology and social factors associated with CRM development, and how they influence each other and then lead to the IS development consequences. The model aids in the empirical detection of repeating patterns of social activity in IS development. Independently to the existence of a method for the adoption of CRM capabilities in an organization, the need to rely on a common and unified methodology for software design and transfer in the scope of an organization is out of question.

Even if a company based the complete set of software solutions in ERP-like commercial solutions, it would be required to establish a number of procedures, provided the traditional mobility of IT work market is maintained.

These procedures would enable knowledge transfer and management as well as risk and investment management, among others.

The most relevant methodologies in the CRM context spawn many concepts which lack of the appropriate depth in Software Engineering aspects that are woven together and are covered by this discipline in a broader manner.

However, CRM methodologies neither care nor study them properly, what unleashes the full potential of a new research field. In the mid seventies, the ESA project members involved in software development were often brilliant engineers, able to find innovative solutions to problems. However, they were not used to working in a project environment with rigorous cost and schedule constraints. Construction of the information system. Carry out moni- independent of one another and are not carried out sequen- toring to control time slippage, prevent resistance to tially.

The activities into which the CRM-Iris tion and assess the results. Project management and prerequisites 4. During the design of the CRM-Iris basic prerequisites for success: Quality is rela- company must: Process map b Analyse the profitability of customers. It is customer-based cost model CRM Costs that important to point out that the aim is not for companies includes all the cost factors attributable to to study and computerise their current way of working with customer relationship management.

customer relationship management system and method

To build this new process map, it is necessary to 1 ana- c Defining customer objectives. System for assessing customer relations the TO-BE, the experience obtained by the IRIS group in carrying out re-engineering projects at various companies Customer satisfaction is essential for increasing the com- demonstrates that the existing means human and techno- petitiveness of companies and achieving customer objectives.

Models with practical improve- deals with their complaints. General models are not very detailed, so their customer relationship management, the following must be use is rather limited in re-engineering CRM processes, considered: Value must be placed on what is really important CRM processes at a tile company was drawn up. It is a less hier- The methodology for constructing the model was as fol- archical means of organisation similar to management by lows.

Firstly, information was collected through interviews processes. Computer system based on the information thus compiled, a model was gen- erated that provided a detailed description of the way of To achieve real implementation of the CRM strategy it working in the CRM processes at a typical ceramics com- is important to have the right technology for automating pany.

Table the areas of sales, marketing and after-sales service. This history enables the organisa- best working practices are implemented.

customer relationship management system and method

Human resources sonalised service to be rendered by anyone at the company. They are the part that determines customers, including preferences, purchases, requests, com- its success or failure and they must not be undervalued. They must be made to see the importance of tomer information from the company with the application CRM but, above all, they must be trained in this new cus- of a series of technologies for managing that information tomer service philosophy.

Customer contact management through any channel drawing up an integrated plan for improving customer should enable a large quantity of information to be relations.

It is used As a result of studying CRM technological solutions so that a company can: This corresponds to the integration mation in real time and at any time and place through and processing of the data acquired, converting it into a web service and the Internet using a browser. It queries or process incidents. Integration of data relating to customer management CRMt echnological components Fig.

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CRM-Iris computer system model. 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.