CRM Customer Relationship Management - Revision history

Jschrempp: /* Some CRM Systems */

2023-08-30T23:07:42Z

Some CRM Systems

Jschrempp: /* Some CRM Systems */

2023-06-02T14:38:59Z

Some CRM Systems

@@ Line 44: / Line 44: @@
 ==Some CRM Systems==
 * [https://ezfacility.com/ EZFacility]
 ** Cloud based, phone and email support included.
@@ Line 82: / Line 90: @@
 ** Does not offer API access
 ** Limited configuration of the actual user interface
 * [https://github.com/Dallas-Makerspace Dallas Makerspace GitHub]

Jschrempp: /* See also */

2021-08-05T18:00:16Z

Jschrempp: /* Make vs Buy */

2021-08-04T04:47:13Z

Make vs Buy

← Older revision		Revision as of 00:47, 4 August 2021
Line 41:		Line 41:
	It may sound like a lot of money to pay for a hosted service, but you have to think of all the time you save by not having to work on that CRM system yourself. Your organization can focus on your core value: running a makerspace. Paying for a service might even let you personally have a little time to do some making.		It may sound like a lot of money to pay for a hosted service, but you have to think of all the time you save by not having to work on that CRM system yourself. Your organization can focus on your core value: running a makerspace. Paying for a service might even let you personally have a little time to do some making.

	If you do decided to host your own system (or even develop your own) you will need to contend with backups, bug fixing, disaster recovery and other typical IT functions. Imagine that your CRM system gets corrupted a day before it would normally issue credit card charges to your members for their monthly dues. Until someone (you?) gets that system back up your makerspace is losing money. If you're a volunteer with a regular job, you might need to take a couple of vacation days immediately to deal with the problem. Me? I prefer to pay for a hosted service.		If you do decided to host your own system (or even develop your own) you will need to contend with backups, bug fixing, disaster recovery and other typical IT functions. Imagine that your CRM system gets corrupted a day before it would normally issue credit card charges to your members for their monthly dues. Until someone (you?) gets that system back up and running, your makerspace is losing money. If you're a volunteer with a regular job, you might need to take a couple of vacation days immediately to deal with the problem. Me? I prefer to pay for a hosted service.

	==Some CRM Systems==		==Some CRM Systems==

Jschrempp: /* Service or Manage Your Own */

2021-08-04T04:46:23Z

Service or Manage Your Own

← Older revision		Revision as of 00:46, 4 August 2021
Line 21:		Line 21:
	==Service or Manage Your Own==		==Service or Manage Your Own==

	One option is to create your own CRM system. Wow, that could be a lot of work. Do you want to spend precious time enhancing and fixing bugs in your CRM? Maybe that's what you like to make, so go for it! This is typically just the cost of your server, and your programming staff.		=== Make Your Own ===

	~~Another~~ option is to ~~use some open source software (like CiviCRM) and run it on~~ your own ~~servers~~. ~~You don't have~~ to ~~enhance~~ and ~~fix~~ bugs~~, but~~ you ~~do have~~ to ~~administer the system yourself. Many web hosting companies will install CiviCRM for you~~, ~~the way they might install WordPress or MediaWiki or TikiWiki, etc. You, however, are responsible~~ for ~~setting up~~ the ~~system~~, ~~probably for installing new releases, making backups, etc~~. ~~This~~ is ~~typically just an install at~~ your ~~existing hosting company with no additional costs~~.		One option is to create your own CRM system. Wow, that could be a lot of work. Do you want to spend precious time enhancing and fixing bugs in your CRM? Maybe that's what you like to make, so go for it! This is typically just the cost of your server, and your programming staff. The good news is that this gives you complete control over every aspect of your system.

	A third option is to pay for a hosted service. These services charge you by the month. For this they manage all the software backend. Most of them offer some kind of support. You just have to use the software to track your customers, manage events, etc. With these services you need to compare features to make sure they do what you need. Each company calculates monthly charges differently. Some charge you by the total number of contacts in your system. Some charge by the number of "active members" but not for inactive ones, or prospects, or donors. Some charge you for each administrator of the system. Some for each "seat" (a user who can search, add, update contacts). Some have combinations of all these in their monthly fee. You may also have to pay a one time set up charge to get the software configured and ready to go. The set up charge would include things like your specific membership types, email accounts, users, etc. Set up charges might include a one time data import, or that might be an extra charge. On top of all this, most of the hosted services provide support. Your users could contact someone at the hosted service company for help instead of calling you!! Monthly charges for these services could be between $50 and $200 a month.		=== Modify An Existing System ===

			Another option is to use some open source software (like CiviCRM) and run it on your own servers. You don't have to enhance and fix bugs, but you do have to administer the system yourself. Many web hosting companies will install CiviCRM for you, the way they might install WordPress or MediaWiki or TikiWiki, etc. You, however, are responsible for setting up the system, probably for installing new releases, making backups, etc. This is typically just an install at your existing hosting company with no additional costs. In these cases you can often modify parts of the system to suit your makerspace, but you take on responsibility for those modifications including porting them to run on future versions of the underlying system. You can even modify large parts of the system - almost to the point where you're back to making a complete system yourself.

			=== Hosted Service ===

			A third option is to pay for a hosted service. These services charge you by the month. For this they manage all the software backend. Most of them offer some kind of support. You just have to use the software to track your customers, manage events, etc. With these services you need to compare features to make sure they do what you need. Each company calculates monthly charges differently. Some charge you by the total number of contacts in your system. Some charge by the number of "active members" but not for inactive ones, or prospects, or donors. Some charge you for each administrator of the system. Some for each "seat" (a user who can search, add, update contacts). Some have combinations of all these in their monthly fee. You may also have to pay a one time set up charge to get the software configured and ready to go. The set up charge would include things like your specific membership types, email accounts, users, etc. Set up charges might include a one time data import, or that might be an extra charge. On top of all this, most of the hosted services provide support. Your users could contact someone at the hosted service company for help instead of calling you!! Monthly charges for these services could be between $50 and $200 a month.

			When you go with a hosted service you can typically customize the system in some ways. Some systems let you write add-ons with your own functionality to run on top of their core system. You, of course, are responsible for maintenance and support of your add-ons.

			Keep in mind that with any hosted service there will be limitations to what you can change. You will still be dependent on their underlying data model and you can't write add-ons that violate their model. They may have some process flow around classroom management that works but just isn't the way you want to do things. You should be prepared to adapt your ways of working to fit the hosted service. If you are unwilling to do this, you will be in for a lot of pain and suffering. The hosted service company might say, "oh sure, we'll let you do that if you want". But if what you do is too far off from their core model you may find that things don't work efficiently, that updates they make may have some unanticipated effect in the functionality you're "pushing" to do what you want. It's like they say about the Apple ecosystem, "If you don't want to manage your contacts the way Apple thinks you should, then you shouldn't buy Apple. Don't resist, just be assimilated; it's less painful."

			=== Make vs Buy ===

	It may sound like a lot of money to pay for a hosted service, but you have to think of all the time you save by not having to work on that CRM system yourself. Your organization can focus on your core value: running a makerspace. Paying for a service might even let you personally have a little time to do some making.		It may sound like a lot of money to pay for a hosted service, but you have to think of all the time you save by not having to work on that CRM system yourself. Your organization can focus on your core value: running a makerspace. Paying for a service might even let you personally have a little time to do some making.

Jschrempp: /* Some CRM Systems */

2021-08-04T04:32:03Z

Some CRM Systems

← Older revision		Revision as of 00:32, 4 August 2021
Line 71:		Line 71:
	** Limited configuration of the actual user interface		** Limited configuration of the actual user interface

	* [https://github.com/Dallas-Makerspace Dallas Makerspace]		* [https://github.com/Dallas-Makerspace Dallas Makerspace GitHub]
	** Open source, host it and maintain it yourself.		** Open source, host it and maintain it yourself.
			** Some external documentation
	** Developed by the [https://dallasmakerspace.org Dallas Makerspace]		** Developed by the [https://dallasmakerspace.org Dallas Makerspace]

Jschrempp: /* Some CRM Systems */

2021-08-04T04:23:00Z

Some CRM Systems

← Older revision		Revision as of 00:23, 4 August 2021
Line 73:		Line 73:
	* [https://github.com/Dallas-Makerspace Dallas Makerspace]		* [https://github.com/Dallas-Makerspace Dallas Makerspace]
	** Open source, host it and maintain it yourself.		** Open source, host it and maintain it yourself.
	** Developed by the [https://dallasmakerspace.org Dallas Makerspace]]		** Developed by the [https://dallasmakerspace.org Dallas Makerspace]

	==See also==		==See also==

Jschrempp: /* Service or Manage Your Own */

2021-08-04T04:21:00Z

Service or Manage Your Own

← Older revision		Revision as of 00:21, 4 August 2021
Line 20:		Line 20:

	==Service or Manage Your Own==		==Service or Manage Your Own==

	One option is to create your own CRM system. Wow, that could be a lot of work. Do you want to spend precious time enhancing and fixing bugs in your CRM? Maybe that's what you like to make, so go for it! This is typically just the cost of your server, and your programming staff.		One option is to create your own CRM system. Wow, that could be a lot of work. Do you want to spend precious time enhancing and fixing bugs in your CRM? Maybe that's what you like to make, so go for it! This is typically just the cost of your server, and your programming staff.

Line 27:		Line 28:

	It may sound like a lot of money to pay for a hosted service, but you have to think of all the time you save by not having to work on that CRM system yourself. Your organization can focus on your core value: running a makerspace. Paying for a service might even let you personally have a little time to do some making.		It may sound like a lot of money to pay for a hosted service, but you have to think of all the time you save by not having to work on that CRM system yourself. Your organization can focus on your core value: running a makerspace. Paying for a service might even let you personally have a little time to do some making.

			If you do decided to host your own system (or even develop your own) you will need to contend with backups, bug fixing, disaster recovery and other typical IT functions. Imagine that your CRM system gets corrupted a day before it would normally issue credit card charges to your members for their monthly dues. Until someone (you?) gets that system back up your makerspace is losing money. If you're a volunteer with a regular job, you might need to take a couple of vacation days immediately to deal with the problem. Me? I prefer to pay for a hosted service.

	==Some CRM Systems==		==Some CRM Systems==

Jschrempp: /* Functions of a CRM systems */

2021-08-04T04:17:13Z

Functions of a CRM systems

← Older revision		Revision as of 00:17, 4 August 2021
Line 16:		Line 16:
	* Export your membership data (so you can use it offline if you want)		* Export your membership data (so you can use it offline if you want)
	* Provide an API to the database so your door/machine access system can validate a member (If there is no API, then you will need to Export your data every week or so to load into your access system)		* Provide an API to the database so your door/machine access system can validate a member (If there is no API, then you will need to Export your data every week or so to load into your access system)

			These CRM functions do a lot of work for you. Some systems offer additional functionality (sometimes via and add-on) that goes beyond typical CRM systems. You may find that a system will manage instructors and class rosters. A system might offer a machine maintenance tracking module. Perhaps a public room scheduling facility.

	==Service or Manage Your Own==		==Service or Manage Your Own==

Jschrempp: /* Some CRM Systems */

2021-08-04T04:12:19Z

Some CRM Systems

← Older revision		Revision as of 00:12, 4 August 2021
Line 65:		Line 65:
	** Does not offer API access		** Does not offer API access
	** Limited configuration of the actual user interface		** Limited configuration of the actual user interface

			* [https://github.com/Dallas-Makerspace Dallas Makerspace]
			** Open source, host it and maintain it yourself.
			** Developed by the [https://dallasmakerspace.org Dallas Makerspace]]

	==See also==		==See also==

← Older revision		Revision as of 14:00, 5 August 2021
Line 89:		Line 89:

	==See also==		==See also==
	*[[MN CRM]]		*[[MN CRM]] The CRM system we are using, with some User Stories.

	[[Category:Maker Nexus Makerspace]]		[[Category:Maker Nexus Makerspace]]

← Older revision		Revision as of 19:07, 30 August 2023
Line 47:		Line 47:
	** More details of [[Amilia \| our evaluation of Amilia]]		** More details of [[Amilia \| our evaluation of Amilia]]
	** Cloud based, phone and email support included.		** Cloud based, phone and email support included.
	** Full site: CRM, reservations, staff, billing, POS, etc		** Full site: CRM, reservations, staff, billing, POS, etc. The model is a city parks and recreation department.
	** Robust class scheduling and management		** Robust class scheduling and management
	** Cost is $99 a month plus 1% of the revenue you bring through the system (credit card fees are extra, of course)		** Cost is $99 a month plus 1% of the revenue you bring through the system (credit card fees are extra, of course)
Line 54:		Line 54:
	* [https://ezfacility.com/ EZFacility]		* [https://ezfacility.com/ EZFacility]
	** Cloud based, phone and email support included.		** Cloud based, phone and email support included.
	** Full site management functions: CRM, reservations, time clock, billing, POS, etc		** Full site management functions: CRM, reservations, time clock, billing, POS, etc. The model is a membership based gym.
	** Cost based on number of members (unlimited "contacts") and number of things ("resources") you want to schedule		** Cost based on number of members (unlimited "contacts") and number of things ("resources") you want to schedule
	** Has bulk email function, but far more limited features than Mailchimp - really only good for newsletters. You'll need to also have a Mailchimp account.		** Has bulk email function, but far more limited features than Mailchimp - really only good for newsletters. You'll need to also have a Mailchimp account.
Line 75:		Line 75:
	** Does not have a class scheduling system. SF says we could easily buy one from one of their 3rd party partners - at some price.		** Does not have a class scheduling system. SF says we could easily buy one from one of their 3rd party partners - at some price.
	** Has a full API.		** Has a full API.
			** In our final meeting with Salesforce their sales person told us, gently, that we were really too small for their software and that we should look for an easier to implement solution. Good advice!

	* [http://clubexpress.com/content.aspx?page_id=22&club_id=0&module_id=110506 Club Express]		* [http://clubexpress.com/content.aspx?page_id=22&club_id=0&module_id=110506 Club Express]
Line 94:		Line 95:
	** Open source software that you can host on your own system. Odoo.sh offers a fee based hosted service for you.		** Open source software that you can host on your own system. Odoo.sh offers a fee based hosted service for you.
	** Has lots of features in add on modules, mostly free or very cheap.		** Has lots of features in add on modules, mostly free or very cheap.
	** Documentation is poor. Like Unix man pages the documentation goes into excruciating detail on every option of every module, including things you will never use, without telling you what's really important. You MUST buy Odoo 15 Development Essentials and read it if you want to figure it out. Web searching for an issue brings up thousands of hits, most irrelevant and none are curated. You pretty much have to figure it out yourself.		** Documentation is poor. Like Unix man pages the documentation goes into excruciating detail on every option of every module, including things you will never use, without telling you what's really important. You MUST buy the book "Odoo 15 Development Essentials" and read it if you want to figure Odoo out. Web searching for an issue brings up thousands of hits, most irrelevant and none are curated. You pretty much have to figure it out yourself.
	** Has a website hosting feature that is very poorly documented and has some weird behaviors to it. Does not provide a ~~release~~ history.		** Has a website hosting feature that is very poorly documented and has some weird behaviors to it. Does not provide a revision history feature; edits are all live.
	** We found that Odoo.sh provided the infrastructure but not support for us. That may have changed, you should evaluate it yourself. If you sign up for Odoo.sh, give their support team a call and ask some questions to gauge the response.		** We found that Odoo.sh provided the infrastructure but not support for us. That may have changed, you should evaluate it yourself. If you sign up for Odoo.sh, give their support team a call and ask some questions to gauge the response.