Managing contacts - Revision history

WikiSysop at 10:43, 8 December 2006

2006-12-08T10:43:18Z

WikiSysop: /* CRM */

2006-12-08T10:34:12Z

‎CRM

WikiSysop at 10:31, 8 December 2006

2006-12-08T10:31:56Z

Dave at 10:33, 9 July 2006

2006-07-09T10:33:17Z

New page

Any consultation involving a large number of participants needs some way of managing all the contacts with them. First they need to know about the consultation, then brought in, kept informed and engaged during the process, and given feedback at the end. There is software for Customer Relationship Management, but most of it is designed for sales, not for the relationships in public consultation. There are also tools for keeping in touch with groups of people (by e-mail lists, text messages, ...).

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 Any consultation involving a large number of participants needs some way of managing all the contacts with them. First they need to know about the consultation, then brought in, kept informed and engaged during the process, and given feedback at the end.
 ==Citizen Relationship Management==
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 An alternative is to purchase Citizen Relationship Management software designed for public sector use, as Belfast City Council has done.

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 Any consultation involving a large number of participants needs some way of managing all the contacts with them. First they need to know about the consultation, then brought in, kept informed and engaged during the process, and given feedback at the end.
-==CRM==
+==Citizen Relationship Management==
 Customer Relationship Management (CRM) software should help. It is designed to keep track of many contracts in many organizations - both how to contact them and notes on each contact.
 Unfortunately, much commercial CRM software has been designed to meet the needs of private sector sales campaigns, classifying customers as prospects, and conflating every contact in a company as the same relationship. Neither applies in public consultation, as [http://www.nsec.info NSEC] discovered when they wanted to use CRM software to keep track of their separate contacts with administrators, teachers and students in schools. They ended up customising the open source [http://www.sugarcrm.com/ Sugar CRM] software to their needs.

←Older revision		Revision as of 10:31, 8 December 2006
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−	Any consultation involving a large number of participants needs some way of managing all the contacts with them. First they need to know about the consultation, then brought in, kept informed and engaged during the process, and given feedback at the end. ~~There is software for~~ Customer Relationship Management, ~~but most~~ of ~~it is designed for~~ sales, ~~not for~~ the ~~relationships~~ in public consultation. ~~There are also tools for keeping in touch~~ with ~~groups of people (by e-mail lists, text messages~~, ...).	+	Any consultation involving a large number of participants needs some way of managing all the contacts with them. First they need to know about the consultation, then brought in, kept informed and engaged during the process, and given feedback at the end.
		+
		+	==CRM==
		+	Customer Relationship Management (CRM) software should help. It is designed to keep track of many contracts in many organizations - both how to contact them and notes on each contact.
		+
		+	Unfortunately, much commercial CRM software has been designed to meet the needs of private sector sales campaigns, classifying customers as prospects, and conflating every contact in a company as the same relationship. Neither applies in public consultation, as [http://www.nsec.info NSEC] discovered when they wanted to use CRM software to keep track of their separate contacts with administrators, teachers and students in schools. They ended up customising the open source [http://www.sugarcrm.com/ Sugar CRM] software to their needs.