customer relationship and contact management software demonstration: contact management process
Post on 22-Dec-2015
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TRANSCRIPT
Customer Relationshipand
Contact ManagementSoftware
Demonstration:Contact Management Process
Contact Details
Demo - Contact Management Process
Section 1 OverviewA few slides showing how MX-Contact is structured
Section 2 Simple Contact Management Process A simple process showing how regular contact is
maintained with a customer
Contact Details
MX-Contact Toolbars/ShortcutsThe only visible difference in Outlook with MX-Contact loaded is the addition of another Toolbar and a new Group in the Outlook Bar:
MX-Contact Toolbar
New MX-Contact Group
Section 1: Slide 1
Contact Details
MX-Contact DataMX-Contact stores its data in Exchange Server Public Folders, so that your customer database is centrally available and accessible to everyone on the network.
Public Folders
Section 1: Slide 2
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You can create any number of Custom Views based on standard or custom fields to group, sort and filter sub-sets of your data in any folder.
Filter on Company Type
MX-Contact Folder Views
Group by Country
Sort by Industry
Section 1: Slide 3
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MX-Contact FormsCustom Forms have been created for each MX-Contact folder. The Company form is shown below. Each form can have several custom pages / tabs to define additional information and show records that relate to that item.
MX-Contact Command Bar to add/open/delete
related items
Tabs showing related records
Custom Pages to store any amount of
detail about the item
displayed
Section 1: Slide 4
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MX-Contact Functionality
This sequence will demonstrate some of the aspects of a day in the life of an Account Manager (Janet Leverling) using MX-Contact to facilitate managing her customers.
This demonstration will illustrate how you use MX-Contact to manage a centrally accessible customer database while at the same time allowing you to continue using Outlook as far as generating mail, tasks, and appointments in exactly the same way that you are currently familiar with.
MX-Contact seamlessly interacts with the database on the set of Public Folders (or Personal Folders in the case of the single-user Personal and Professional Editions) while you work in Outlook as you would normally do.
The following process is designed to give an overview of the functionality of MX-Contact:
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Task/To-Do ManagementIt’s Monday morning and I arrive in the office ready for the week ahead. Naturally the first thing I do is open Outlook to check for mail. A task reminder pops up prompting me to set up my monthly status meeting with Great Lakes:
Section 2: Slide 1 of 14
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Task/To-Do ManagementI click on Open Item to open the task (this is a recurring task that I've set to repeat once a month because this is one of my A Category customers):
Section 2: Slide
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Company DemographicsUsing the Links Toolbar on the task I open Great Lakes Company Form to see all the related details about the company, so as to check what activity there’s been on the account:
Section 2: Slide
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Associated ContactsClicking on the Contacts Tab I review the linked contacts to remember who’s who, and see if anybody has added any additional contacts. I select Jack Daniels and click on Open Contact to view his record.
Tab showing contacts
associated to this
company
Section 2: Slide 4
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I review Jack Daniels’ Contact Record to check all his details:
Contact DemographicsSection 2: Slide 5
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Clicking on the Profile Tab I’m reminded he has a birthday coming up, and that he is a keen golfer. I must mention the upcoming golf day. I close Jack’s record.
Contact ProfileSection 2: Slide 6
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Associated OpportunitiesClicking on the (Company) Opportunities tab I notice 2 opportunities for Great Lakes. I open the ‘Promotion for selected accounts’ by selecting it and clicking Open Opportunity.
Section 2: Slide 7
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Opportunity DetailsI notice that Great Lakes is participating in the Röd Kaviar promotion with 8 other accounts. I make a note to discuss the progress with Clayton Palmer. I close the Opportunity window.
Multiple Companies, Contacts,
Users, Products,
etc. can be linked to one opportunity
Section 2: Slide 8
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AppointmentsI check the (Company) Appointments tab to see if anyone else in the company has scheduled to be at Great Lakes over the next 2 weeks. I notice Clayton Palmer has a stock take there on Thursday.
Section 2: Slide 9
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DocumentsClicking on Documents I see our librarian has added the Chairman’s report so I open the Document and read this quickly. This will surely come up at the meeting. I close the Word document and then close the Document item.
Section 2: Slide 10
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Calendaring/SchedulingI call Jack and setup the meeting. He can see me on Thursday at 10:00. I schedule this appointment from my diary, selecting Great Lakes from Recent Items.
Section 2: Slide 11
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E-mailThe day before the meeting I send him a quick e-mail confirming that it’s still on for tomorrow. I can generate this using Send Mail to Recent Item.
Section 2: Slide 12
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Activity CompletionAfter the meeting I return to my desk, bring up my Outlook Calendar, and mark
the appointment as Completed.
Section 2: Slide 13
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Call ReportingThis automatically triggers a Journal for me to record what transpired at the meeting. This builds up the history of all interactions that have occurred with the customer.
Section 2: Slide 14
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DocumentsI quickly draft a letter confirming the pricing we agreed at the meeting. I can do this by opening the contact from Recent Items and clicking New Document, Create New Document, selecting a Template, and then clicking OK:
Section 2: Slide 15
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DocumentsThe Word template is opened and automatically populated with the necessary name/address fields. The document is then saved as an attachment (or shortcut) to the MX-Contact Document (item):
Section 2: Slide 16
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Summary
easy it is to move around MX-Contact within Outlookyou can continue to manage e-mail, tasks and your calendar in the same way that you're used to, so minimal training is required to get up and runningMX-Contact adds powerful CRM functionality to Outlook while at the same time using standard Outlook items (Tasks, Appointments, Contacts, Journals, etc.) to achieve thiseveryone in the organisation can have a central view of all customer-related information, so that all departments can co-ordinate their activities to serve the customer better
From this demonstration sequence hopefully you will have seen how: