Customer Relationship Management

Tobias Rabanser
(LC VP ICX in Innsbruck 10/11)

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 History of CRM
• The first CRM – the address book and notes
• CRM today:
– professional software - based tools for addresses,
notes, contacts, customer history, sales analysis,
– including various channels (e.g. web 2.0)

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 CRM is...
...a set of business processes enabling
organizations to have more consistent and
profitable interactions with it’s stakeholders.

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 CRM in AIESEC in Austria since 2006...
• 6 693 accounts
• 2 277 contacts
• 2 561 calls
• 5 019 notes
• 644 meetings
• 719 users

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How to keep an overview?

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 Our tool for CRM in AIESEC in Austria
• “Sugar CRM”
– not myaiesec.net
– customized
– online
– each seller has a different login
– LC VP is responsible for the creation of the login
and for tracking its usage

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SugarCRM

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SugarCRM

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SugarCRM

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NewShortcut
Last
Record
Module
Global
System
SugarCRM
Viewed
Search
Quick
Section
Links
TabsBarForm

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Accounts – Basic Search

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Accounts – Advanced Search

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Contacts – Basic Search

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Contacts – Advanced Search

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Activities – Basic Search

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Activities – Advanced Search

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 Calendar

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Examples

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 Example 1
• A team member would like to evaluate with
the company the internship which is taking
part right now
• The name of the company is LKW Walter and
is located in the area around Vienna
• He needs to find the contact person

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Global Search

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LKW Walter - Account

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LKW Walter - Account

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LKW Walter - Account

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LKW Walter - Account

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LKW Walter - History

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LKW Walter - Contact

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LKW Walter – Create a Note

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LKW Walter – Create a Note

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 Example 2
• A member of LC Innsbruck has read in a newsletter
article about EGOS - An educational company
located in Innsbruck
• He would like to contact the company to raise a
partnership and an Educational Traineeship
• But he doesn’t know if the account already exists in
the CRM

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Search for a Company

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Search for a Company

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Create a new Account

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Create a new Account

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Create a new Contact

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Create a new Contact

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Schedule a Call

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Schedule a Call

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Create a Task

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Create a Note or Attachment

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Create a Task

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Create a Task

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Follow up on the Call

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Add a Contact to an Activity

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Change the Status of an Activity

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Create a Meeting

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 Dashlet

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Alumni Management in the
SugarCRM

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 Alumni of AIESEC in Austria but not in AAA
• In Contact detailed view in the section Title
the term Alumni, Name of the LC, and Job
Title in the company

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Alumni of AIESEC in Austria

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 Alumni of AIESEC in Austria and AAA member
• We use the abbreviation AAA in the field Title
in the Contact detailed view: AAA Alumni,
Name of the LC, Job Title in the company

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AAA – AIESEC Alumni

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AAA – AIESEC Alumni from another Country

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Search for Alumni

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Search for Alumni

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 BoA
• Current BoA member:
In the title of the contact in the detailed
view: Entity BoA, Job Title
• Title: MC BoA, Managing Director
• Title: Graz BoA, Head of Finance

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 Sources
• National CRM Guide AIESEC in Austria
• Advanced Guide for VPs and Team Leaders

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 Thanks for your attention!

Tobias Rabanser (LC VP ICX Innsbruck 10/11)

Markus Sailer (MC VP ICX 10/11)

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