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.
Source: https://en.wikipedia.org/wiki/Customer_relationship_management
Thus, there is no way to make a truly awesome CRM until all systems are nicely integrated:
- Kolab: all emails sent and to and from an email or a domain
- Shared contacts
- Shared email
- Openfire: all XMPP chats, and contacts via the live support system (Fastpath)
- FusionPBX: all calls from and to a specific contact or an organization
- Piwik: All visits on the various sites. Piwik can
- Kaltura: all videos watched by a specific contact or an organization
- Tiki Wiki CMS Groupware:
- Elasticsearch should fetch all the data and display in Tiki.