Using Customer Relationship Management (CRM)

Before you can use CRM, set up market groups, market segments, task types, and campaign types. For information on setting up CRM, see Setting Up Customer Relationship Management (CRM).

To use CRM in Apprise:

In Campaign Management, create a campaign for associated CRM tasks. The campaign target settings will determine the customer and/or prospect contacts you will communicate with for the campaign. For a list of available rules for target selection, see below.
In Campaign Management, when you are ready to start the campaign you created in step 1, set the campaign status for the campaign to Active. This creates the tasks for the campaign for the campaign's targets.
In CRM Task Management, manage the CRM tasks for the campaign. After a task is performed, you can mark it as completed, or if it is decided that it will not be performed, it can be marked as voided. You can also assign tasks to specific users, or create new tasks. You can email contacts, and use the Word Mail Merge feature to merge documents and contact lists.
In Campaign Management, when all tasks for the campaign you created in step 1 are completed or voided, set the campaign status for the campaign to Completed.

In Customer Relationship Information, Customer Maintenance, and Prospect Maintenance, you can review the CRM tasks for each contact of a customer or prospect.

CRM Target Selection Rules

The following CRM target selection rules are available:

Rule Type	Selection Criteria
CRM Related Information	Contacts who are allowed to be contacted by phone
CRM Related Information	Contacts who are allowed to be contacted by fax
CRM Related Information	Contacts who are allowed to be contacted by mail
CRM Related Information	Contacts who are allowed to be contacted by email
CRM Related Information	Contacts who are allowed to be contacted by visit
CRM Related Information	Does not have the required contact information entered
CRM Related Information	Has (or has not) been contacted in the past X days
Customer Grouping	Customers assigned to customer division "X"
Customer Grouping	Customers assigned to customer group "X"
Customer Grouping	Customers assigned to sales territory "X"
Customer Grouping	Customers assigned to price book group "X"
Customer Grouping	Customers with access to price book "X"
Customer Grouping	Customer User Defined Field: X = "X"
Customer Grouping	Is (or is not) interested in market group or segment "X"
Location	Customers who have shipping location "X"
Location	Customers who are located in state/province "X"
Location	Customers who are located in postal code "X"
Location	Customers who have a phone number with area code "X"
Marketing	Customers who have marketing representative 1 of "X"
Marketing	Customers who have marketing representative 2 of "X"
Marketing	Market Segment User Defined Field: X = "X"
Sales History	Did (or did not) buy in the past X days
Sales History	Did (or did not) buy product "X" in the past X days
Sales History	Did (or did not) buy product category "X" in the past X days
Sales History	Did (or did not) buy from supplier "X" in the past X days
Sales History	Did (or did not) buy products linked to market group or segment "X" in the past X days
Sales History	Orders have increased/declined by more than X percent within two date ranges
Sales History	Total orders over/under X USD within a date range
Sales Information	Customers who have a primary sales representative of "X"
Sales Information	Customers who have a secondary sales representative of "X"
Sales Information	Customers whose primary sales representative belongs to sales team "X"
Sales Information	Customers who have sales location "X"