Руководство Open ERP (Управление взаимодействием с клиентами)

Open ERP Book (Managing Customer Relationships)

Managing Customer Relationships

The Sales department is the engine of your whole company. Sales success drives staff motivation and your company’s general dynamism, which in turn enables you to keep innovating and lay the foundations for future success.

The key to continued Sales success is effective Customer Relationship Management (most often known as CRM). Open ERP’s CRM capabilities are flexible and highly developed to assist you in managing all aspects of both supplier and customer relationships. Analytic tools help you understand your performance drivers, and the automation of data and processes drives new levels of efficiency.

Open ERP can share information through its interfaces to the most common office applications, minimizing disruption to your operations when you first install it. Your staff can build on their previous productivity by continuing to use their email and office systems, now connected to Open ERP, transferring to the Open ERP interface only if they need to.

Leads, Business Opportunities and Campaigns

This chapter introduces the pre-sales activities of managing leads and opportunities. You’re introduced to a more complex set of relationships between partners and contacts than offered by the ‘base’ module, and shown how to use the company calendar. You’ll finish by discussing how a call center might use the Open ERP system.

Managing Contacts

The standard way of representing partners and contacts throughout Open ERP and many other enterprise systems (such as phone contact applications) is having a partner with multiple contacts. Partner is the word for any entity that you do business with - supplier, customer, etc. This representation may not be flexible enough for some uses, so Open ERP provides an alternative, which is brought into the system by installing the base_contact module.

The two figures UML class diagram with base_contact module installed and UML class diagram with base_contact module not installed show the structure of partners and contacts in the form of UML classes both with and without this base_contact module. For the non-programmer this diagram can be a bit of a brutal way of showing it, but it’s the clearest way to illustrate the complexities that can be accomplished.