WikiSuite | Customer Relationship Management

Customer relationship management (CRM) is an approach to managing a company’s interaction with current and future customers. The CRM approach tries to analyze data about customers' history with a company, in order to better improve business relationships with customers, specifically focusing on retaining customers, in order to drive sales growth. One important aspect of the CRM approach is the systems of CRM that compile information from a range of different channels, including a company’s website, telephone, email, live chat, marketing materials, social media, and more. Through the CRM approach and the systems used to facilitate CRM, businesses learn more about their target audiences and how to best cater to their needs. However, the adoption of the CRM approach may also occasionally lead to favoritism within an audience of consumers, leading to dissatisfaction among customers and defeating the purpose of CRM.

Wikipedia

Thus, there is no way to make a truly awesome CRM until all systems are nicely integrated:

Openfire: all XMPP chats, and contacts via the live support system (Fastpath)
- Users share their email address here so we can use to look up information.
FusionPBX: all calls from and to a specific contact or an organization. Ex.: How to always forward inbound calls to a specific number (ex.: your account rep)
Tiki Wiki CMS Groupware: all data related to a contact or organization (comments, wiki pages edits, forum posts, ticket system, shopping cart, accounting, event registrations, newsletters, contact form, stats of visits and actions etc.): mainly via https://doc.tiki.org/Trackers
- For newsletters and transactional emails, we should have functionality like https://github.com/mlandauer/cuttlefish/.
- All videos (ex.: webinars) watched by a specific contact or an organization
Elasticsearch should fetch all the data and display in Tiki.
Kibana for dashboards and business intelligence
JMAP: all emails sent and to and from a contact or an organization (in development)

And we will need a way to deal with data / leads from social networks and advertising (marketing automation).

If we know the social networking handles (ex.: on Twitter), we can check the information there.
Ad purchases and affiliate marketing

To do: test https://doc.tiki.org/Federated-Search with ManifoldCF

Also, we should explore https://tincanapi.com/

https://tiki.org/Use-Cases-for-NLP-and-IR-in-Tiki

https://www.cmscritic.com/cms-crm-marketing-automation-why-your-brand-needs-all-three/

Information	Version
2021-01-24 00:11 Marc Laporte	40	View
2019-09-22 15:15 Marc Laporte Will be easier to do in Tiki, with permission handling	39	View
2019-05-05 13:41 Marc Laporte	38	View
2019-04-01 08:05 gary.cunningham-lee Minor text edits.	37	View
2019-02-26 16:13 Marc Laporte We can now this in Tiki	36	View
2018-12-15 19:27 Marc Laporte	35	View
2018-12-15 19:27 Marc Laporte	34	View
2018-12-09 11:32 Marc Laporte	33	View
2018-11-03 13:52 Marc Laporte We'll do with JMAP for a super interface	32	View
2018-06-15 21:22 Marc Laporte We can do this directly in Tiki	31	View
2018-06-03 20:07 Marc Laporte	30	View
2017-05-26 01:13 Marc Laporte	29	View
2016-12-18 12:36 Marc Laporte	28	View
2016-10-09 22:52 Marc Laporte	27	View
2016-10-09 22:51 Marc Laporte Quote Plugin modified by editor.	26	View
2016-08-15 09:57 Marc Laporte	25	View
2016-05-03 02:03 Marc Laporte	24	View
2016-05-02 19:57 Marc Laporte	23	View
2016-05-02 19:55 Marc Laporte	22	View
2016-01-08 07:13 System Administrator	21	View
2016-01-08 06:28 System Administrator	20	View
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2015-12-20 13:54 System Administrator	11	View
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