Settings of the CRM module

Minds states

The minds states allow to define a value scale which represents the partner mentality in relation to our services. To define the scale of the minds states, use the menu: CRM & SRM > Definitions > Minds states. The scale has to be created with a factor for each level from 0 (Very dissatisfied) to 10 (Extremely satisfied). This scale is to be considered according to your policy customers. Thus, if a dissatisfied customer have much weight in your company, the difference between the average state of mind and the dissatisfied state has to be be important. Proceed in the same way for the satisfied customers.

Here an example of value scale:

Extremely dissatisfied: 0,5
Dissatisfied: 3
Not very Satisfied: 5
Satisfied: 8
Extremely Satisfied: 9

Segmentations rules can be developed according to the mind state. Here is an example:

  A wholesaler for butcheries has a sale cycle for his customers of on 5 days average. If a customer didn't buy anymore since 3 to 5 days cycles (15 days), that maybe he supplies in another supplier. We configure module CRM so its mind state is multiplied by the 0,8 all 3 cycles without contact with this customer. Then the segmentation rule assigns with a 'Customers to recontact' category all the customers having a mindstatelower than 4,3. The sales manager can send an automated mailing pack each week with the customers to recontact.

To define a segmentation rule, use the menu: CRM/SRM and support > Definitions > Segmentation rules. These rules automatically allow to allocate the partners to a given category. You must give the criteria which allow to evaluate which must be associated this category.

Canals

The canals represent the different communication modesavailable with the customer. With each commercial opportunity, you can indicate the canall which is this opportunity source. To define the company canals, use the menu: CRM & SRM > Definitions > Canals.

Here an example of canals definition:

Web site Tiny ERP.Com
Web site Auction-in-Europe.com
Telephone
E-mail
Salor or Meeting

The canals are mainly used for analyses on the sales according to the origin.

The partners titles and contacts

The partners titles and contacts are defined via the same menu: Partners > Definitions > Titles. Only the title type allows to determine whether it is a partner or a contact. The following table presents an example of titles definition.

Title Name	Shortcut	Type
S.A.R.L.	sarl	Partner
S.A.	sa	Partner
E.U.R.L	eurl	Partner
Mister	Mr.	Contact
Miss	Mme.	Contact

Cases types

For reminds, the cases can be of three types: commercial opportunities, request for support, requires to a supplier. For each one of these cases types, you can define categories via the menu: CRM & SRM > Definitions > case types.

The following table gives a definition example of the cases categories:

Category	Case type
Harware problem	Support
Unknown	Support
Bad software use	Support
Website	Support
Request Tiny ERP	Vente
Intervention website	Vente
Complaint	Supplier
Looking forward merchandise	Supplier

Partners events

The third tab of the partner feature centralizes all types of associated events: the sales, opportunities, the purchases, etc. You can define the events which have to appear on this tab thanks to the menu: CRM & SRM > Definitions > Partners Events Active.