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Organisational Customer Relationship Management

For each organisation registered within the SQUIZZ.com platform there is the ability to use many of its features to effectively manage the organisation's customers, known as Customer Relationship Management (CRM). Within the platform an organisation can set up relationships within individual people and other organisations who buy its goods and services. With these relationships set up selected people within an organisation can be designated as sales representatives and have conversations with customers, help customers to make sales, track issues/activity with selected customers, and have customer data integrate tightly with an organisation's other business systems.

Topics

  1. Prerequisites
  2. Overview
  3. Customer Relationships
  4. Customer Accounts
  5. Sales Representatives
  6. Customer Account Conversations
  7. Customer Account Issues/Forms/Reports
  8. Customer Account Sales Orders
  9. Exclusive Feeds For Managing An Organisation's Sales Teams

Overview

Once an organisation is registered within the platform this is the ability to use a number of features to effectively create and manage relationships with an organisation's customers, both within the platform, and within an organisation's connected business systems.

Customer Relationships

The SQUIZZ.com platform allows individual people and other organisations to connect with your organisation. Once a person or organisation has found your organisation on the platform they can make a request to connect with your organisation. With that connection request the person or organisation can make request to have a customer account set up for them and become a trading customer. This allows an organisation registered within the platform to get access to new customers.

Read Connecting With People and Employees and Connecting Organisations to learn about how to connect and setup relationships with people and organisations on the platform.

Customer Accounts

For each customer that an organisation has there is the ability to assign the customer (organisation or person) to one or more customer accounts (Also known as "Debtors"). Each customer account defines several aspects of a customer relationship, these are:

  • Each customer account defines the prices that a customer can purchase the organisation's products for, and which products they can buy. 
  • Each customer account defines the ways that a customer is allowed to pay for goods and services purchased.
  • Each customer account may allow a customer to purchase products in advance, and run a line of credit that is paid at a later date based on agreed terms.
  • Each customer account can record the sales and accounting aspects associated with the customer. It allows invoices, sales orders, back orders, payments, and credits associated to the customer to be tracked and viewed.
  • Each customer account can be assigned to a number of sales representatives (also known as account managers), who can manage the account and the associated customer.

For each organisation the customer accounts must be imported into the platform from an external business system or other data source. Typically customer accounts are imported from accounting systems or Enterprise Resource Planning Systems. To learn more information on how to import customer accounts read Connecting Business Systems

In order for any customers to buy an organisation's products within the platform they must be assigned to a customer account. One customer account may be designated as the general or "Retail" customer account that customers not connected to the organisation or a customer account may be able to use to purchase products with. One strategy is to assign new customers to a general customer account, then when the customer purchases enough a dedicated account can then be created for the customer.

Read Connecting With People and Employees and Connecting Organisations to learn about how to assign people and organisations to customer accounts in the platform.

Sales Representatives

Each organisation can define people who can sell to and manage its customers. These people can be designated as "Sales Representatives". People who are sales representatives can be assigned to a selected number of an organisation's customer accounts. This can allow these people to create sales orders and make purchases on behalf of the customers assigned to customer accounts. Additionally sales representatives may manage the customer accounts, and be able to see records such as invoices, payments, credits, and transaction records in the platform, all queried from the an organisation's connected business systems in real time.

In order to set up people as sales representatives first the sales representatives records need to be imported into the platform. See Connecting Business Systems on how the connect an organisation's business system or other data source and import sales representative records into the platform. Additionally when customer accounts are imported into the platform each customer account needs to be assigned to a sales representative record.

Once an organisation's sales representative records and customer accounts have been imported into the platform, then people can be assigned to sales representative records. See Connecting With People and Employees on how to assign connected people to sales representative records for an organisation.

Customer Account Conversations

For each of the organisation's customer accounts there is the ability to create and associate conversations to customer accounts. This allows people who are customers, sales representatives, account managers, and any another relevant people to have conversations and record communication associated with a given customer. Conversations could be created with customers to talk about the following:

  • Product stock availability
  • Exclusive products and deals
  • Account management and invoices
  • Contracts

By associating conversations to customer accounts it allows any person who has access to a customer account to read the past communication that has taken place, as well as engage in new conversations with the customer. Additionally these conversations can be accessible from any device or web browser where the platform is accessible, without the organisation needing to host the conversations themselves and set up and maintain email inboxes.

Create A Customer Account Conversation

To create a new conversation against a customer account within an organisation, you must be assigned to the organisation's people group with the "View Customer Accounts" permission set to Yes, or assigned as an administrator, or assign to a sales representative record that is also assigned to the customer account you wish to create the conversation against, or you must be personally assigned to the customer account. Once you have permission to create a conversation then follow these steps to do so:

  1. Login to the SQUIZZ.com platform from the Home page or mobile app.
  2. Click on the Organisations menu button
  3. Scroll and locate your organisation.
  4. Click on the Customer Accounts button.
  5. Scroll and locate the customer account you wish to create a conversation for. Click on the Conversations link.
  6. Click on the New Conversation button.
  7. In the Subject textbox type in a subject that describes the content that will be talked about in the conversation.
  8. In the Add textbox type in a name of person you wish to add to the conversation. The person must be a contact of yours.
  9. In the Write Message type the first message of the conversation.
  10. Click on the Post button.

A new conversation will be created and the conversation will be assigned to the customer account. A notification advising of new conversation will be sent to any people assigned to the conversation, as well as any people assigned to the organisation's Conversations notification category.

View Customer Account Conversations

To view conversations assigned to a customer account within an organisation, you must be assigned to the organisation's people group with the "View Customer Accounts" permission set to Yes, or assigned as an administrator, or assign to a sales representative record that is also assigned to the customer account you wish to create the conversation against, or you must be personally assigned to the customer account. Once you have permission to view the account's conversations then follow these steps to do so:

  1. Login to the SQUIZZ.com platform from the Home page or mobile app.
  2. Click on the Organisations menu button
  3. Scroll and locate your organisation.
  4. Click on the Customer Accounts button.
  5. Scroll and locate the customer account you wish to create a conversation for. Click on the Conversations link.

A list of conversations will load that are assigned to the customer account.

Customer Account Issues/Forms/Reports

Within the platform for each organisation there issue the ability to create "Issue Types" that allow issues, forms, reports and enquiries to be recorded against customer accounts. Using the platform's "Issue Management" feature this can be used to allow customers, sales representatives, account managers, and other selected people to fill out highly customised forms based on processes defined by an organisation. For example, below is a list of issue types/forms that could be created:

  • Product Stock Availability
  • Customer Meetings
  • Freight Delivery Enquiries
  • Refunds
  • Credit Application
  • Account Terms Changes
  • Promotion Redemption
  • General Customer Enquiries
  • Plus Many More

Read Issues/Forms/Reports Management document to learn more how to set up and create the kind of issue types and forms listed above for an organisation's customer accounts.

View Issues Assigned To A Customer Account

To view issues/reports/enquiries assigned to a customer account within an organisation, you must be assigned to the organisation's people group with the "View Any Issues" permission set to Yes, or assigned as an administrator, or assign to a sales representative record that is also assigned to the customer account you wish to view issues for, or you must be personally assigned to the customer account. Once you have permission to view the account's issues then follow these steps to do so:

  1. Login to the SQUIZZ.com platform from the Home page or mobile app.
  2. Click on the Organisations menu button
  3. Scroll and locate your organisation.
  4. Click on the Customer Accounts button.
  5. Scroll and locate the customer account you wish to create a conversation for. Click on the Report/Feedback/Issue link.
  6. Click on the Search Existing Issues button.

A list of issues assigned to the customer account will display. Clicking on the issue code will allow the details of the issue to display. Additionally within the Organisation Issues dialog you can filter to only show issues assigned to certain issue type, and status.

Create An Issue Against A Customer Account

To create a new issue/report/enquiry assigned to a customer account within an organisation, you must be assigned to the organisation's people group with the "Create Issues" permission set to Yes, or assigned as an administrator, or assign to a sales representative record that is also assigned to the customer account you wish to create issues for, or you must be personally assigned to the customer account.  Additionally for the organisation an issue type must be created that allows issues to be assigned to customer accounts. Once you have permission to create the account's issue then follow these steps to do so:

  1. Login to the SQUIZZ.com platform from the Home page or mobile app.
  2. Click on the Organisations menu button
  3. Scroll and locate your organisation.
  4. Click on the Customer Accounts button.
  5. Scroll and locate the customer account you wish to create a conversation for. Click on the Report/Feedback/Issue link.
  6. Click on the button of the issue type that you wish to create the issue/report/enquiry for.
  7. Fill out the issue type form with data required for each of its fields.
  8. Click on the Save button. 

A new issue will be created and assigned to the customer account. Additionally notifications will be sent out to advise the person assigned to the issue of its creation, as well as any people assigned to the organisation's Organisation Notification Category. Depending on the issue type's setting you may also be set to the follow the issue and be able to receive notifications when comments are made against the issue, its details are changed, or work has been logged against the issue.

Customer Account Sales Orders

For each organisation when a sales order is created through the platform it must be assigned to a customer account. This allows each customer account to have many sales orders assigned to it, denoting the purchases that specific customers have made. People who are sales representatives of an organisation may be able to be create sales orders for customer accounts that they are assigned to. This allows these sales representatives to create purchases on behalf of the customers who are assigned to a customer account. In the real world this can happen with sales representatives visit customers on location, or when customers call, email, fax, or mail their orders through.

Using the platform allows sales representatives, customer account managers, and customers themselves to create and view sales orders without having to login to separate computers, or necessarily purchase more software licenses. This can occur if an organisation connects its business systems into the platform. Read Connecting Business Systems document for more information on how an organisation can connect its business systems to the platform.

Find And View A Sales Order Assigned To A Customer Account

To view sales orders assigned to a customer account within an organisation, you must be assigned to the organisation's people group with the "View Customer Accounts" permission set to Yes, or assigned as an administrator, or assign to a sales representative record that is also assigned to the customer account you wish to create the conversation against, or you must be personally assigned to the customer account. Once you have permission to view the account's sales orders then follow these steps to do so:

  1. Login to the SQUIZZ.com platform from the Home page or mobile app.
  2. Click on the Organisations menu button
  3. Scroll and locate your organisation.
  4. Click on the Customer Accounts button.
  5. Scroll and locate the customer account you wish to view the sales orders for. 
  6. Click on the Sales Orders link.

A list of sales orders created in the platform will load that are assigned to the customer account.

Exclusive Feeds For Managing An Organisation's Sales Teams

For each organisation there is the ability to manage communication between a team of employees or other people who handle the sales and customer aspects of the organisation. An effective way to do is using the Feeds feature. By setting up an "exclusive feed" where selected employees and other people can be invited into a feed, these people can be sent notifications of announcements from managers, as well as post messages and comments with the feeds. Exclusive feeds could be used for the following:

  • Announce sales targets to sales teams.
  • Announce reports and sales statistics.
  • Handle questions and discussions from sales representatives and other sales team members.
  • Control the people who are added or removed from the exclusive feeds.

Using feeds removes the need to set up and use Emails, cutting down on administration, reducing on duplicate and redundant information being sent around to a team.

To learn more about setting up exclusive organisation feeds read the Feeds And Marketing document.