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Archive for April, 2011

Requiem for permissions

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Set permissions on this

Here’s an observation: Back in 2006, when the first version of Relenta came out, potential customers often asked us about permissions, or the ability to exclude certain users from seeing parts of the CRM data. In the last couple of years permissions practically vanished from the CRM system requirement lists that we see every day.

My theory is that this is the effect of open nature of social networks. Everybody can see everything. Data and communications are shared. Transparency becomes the norm.

As an aside, it is technically very simple to set read/write permissions for each contact in a “pure” CRM or contact management system. By contrast, in Relenta it’s next to impossible due to it being a cross-breed between CRM and messaging (email, social networks).

In any case, CRM for small business isn’t designed to solve social problems in the workplace. If you don’t trust your colleagues, look into getting an enterprise CRM.

So. Contact view permissions. Ain’t gonna happen.

Written at: Stockholm, Sweden

Written by Dmitri Eroshenko

April 25th, 2011 at 11:54 am

Posted in uncategorized

System update: Social CRM in action

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Social activity is interspersed with email and CRM records (click to enlarge)

We recently wrote about our approach to social CRM. Now you can see it in action. Today’s update will help you be more productive — socially and otherwise — by further unifying communications and reducing data fragmentation. This means that you will be able to do your work with even fewer interruptions, clicks and open browser windows:

  1. Import some or all of your social network connections into Relenta
  2. Automatically associate social network messages with appropriate contacts
  3. Post all your social network status updates with a single click directly from Relenta interface

Import contacts from Twitter, LinkedIn and Facebook

You can connect your Relenta account to any number of Twitter, LinkedIn and Facebook accounts, preview and then import some or all of the contacts into Relenta. Our system will match them against the existing contacts to keep your database clean and free of duplicates.

Unified inbox for email and social network messages

Strictly speaking, this update makes Relenta a unified messaging platform. Social network messages are made a part of each contact’s activity stream, chronologically interspersed with all other activities and events (such as sent and received emails, tasks, reminders, invoices, orders, notes, files, etc.).

The social network messages thus become shared action items in your CRM. It takes but one glance (or click) for your team to review the contact details and prior history, create new leads, respond to messages, discuss the issues internally if called for, determine the next action steps and who’s responsible.

Update all social networks with one click

You can post your status updates to any number of connected Twitter, LinkedIn and Facebook accounts with a single click, without having to login into each service separately or using yet another 3rd party app.

For the full description of changes and additions included in this update, click here.

Next steps

This social CRM release is our first incremental contribution towards what Gartner estimates to be $1B market in two years. Who will shape and define this market? You. Please add your ideas and comments to this post and on our user forum.

Written at: Koh Chang, Thailand

Written by Dmitri Eroshenko

April 4th, 2011 at 5:13 am

Posted in uncategorized

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