crmwiki的简单介绍

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如何进行文档管理？

从与客户的第一次沟通开始，到最后成交以及售后服务过程中，会产生很多相关的文档，比如需求说明文档、报价、合同、发票、付款凭证等电子文件。这些文件对于后续业务的开展和参考有着重要的作用。随着客户量的增加，我们就有必要在Rushcrm系统中将这些文档集中存储和管理起来。那要如果来管理呢？接下来小编就给大家讲一下。

文件夹管理

既然要集中管理文档，自然是要分文别类，这里我们可以事先在“文档管理”中创建好不同分类的文件夹，用于专项存储文档

文档上传

Rushcrm为了使文件与业务之间有更好的关联性，每个模块下都关联了文档区块，用户只需要在相应的业务环节中在模块表单内直接上传文件，Rushcrm就能自动将文件归集到文档管理中，并在模块表单中直接展现文档列表，可以清楚的看到文件的类型、上传时间、归档的文件夹。

总结

文档管理不单单可以存储文件，还可以设置文档的下载权限。另外，还支持编写在线文档。

免费的项目管理软件哪个好？

1、筑筑-项目管理软件-永久免费

2、Redmine 是一个开源的、基于Web的项目管理和缺陷跟踪工具。

3、Teambition

部署了网页应用，可以直接在公众号里查看项目进展

4、进度猫主攻是项目管理，是基于网页的协同管理工具，里面有项目的进度条，还有对项目有实时的把控，对项目有合理的安排，界面清晰一目了然，员工可以查看自己已完成的任务及未完成的任务，也可以看到整体的任务进度，左边做好的任务，右边会自动生成进度条，也就是说的甘特图。

5、Trello可以查看所有的任务、琐事、资料、琐碎的任务变成有条理的进度，如下图所示：

6、worktile

主要做的是项目，系统分为：消息，项目，日历，网盘，应用，应用里包括简报，考勤，审批，销售，门户，公告，考核等

SaaSBase：最受欢迎的项目管理软件有哪些

在海量的项目管理软件中，企业该如何选择呢？不用担心， SaaSBase 来帮您！

根据 SaaSBase 的数据统计，最受欢迎的项目管理软件有这些：

1.TOWER

2.腾讯TAPD

3.禅道

4.JIRA

5.TEAMBITION

6.ONES

7.WORKTILE

8.PINGCODE

9.TRELLO

10.REDMINE

11.ASANA

12. YesDev

Tower 是 ONES 旗下的团队协作工具，专为协作而设计，打通业务全流程，助力不同规模、不同业务场景的团队高效推进项目。

Tower 产品于 2012 年发布，专为团队协作而设计，用简单方式打通业务全流程，帮助团队更高效推进项目。凭借优质的用户体验和产品口碑，Tower 赢得了千万用户的喜爱，并为近百万团队提供服务。

TAPD（Tencent Agile Product Development）腾讯敏捷协作平台，是一款由腾讯公司自主研发的协作及软件研发管理平台。TAPD 沉淀了腾讯十余年敏捷研发文化、研发模式和实践成果，能够帮助企业高效协作和提升研发效能。

TAPD为产品研发全生命周期提供解决方案，支持敏捷需求规划、迭代计划跟踪、测试与质量保证、持续构建交付等全过程研发实践，助力企业提升研发效能，实现数字化转型升级。

禅道是第一款国产的开源项目管理软件。基于ZPL协议发布源代码开放，不限商用强大扩展机制，丰富插件。它集产品管理、项目管理、质量管理、文档管理、组织管理和事务管理于一体，是一款专业的研发项目管理软件，完整地覆盖了项目管理的核心流程。注重实效，合软件架构合理，操作简洁高效，扩展灵活，多语言支持，多风格支持，搜索功能，统计功能——这一切，您通过禅道，都可以拥有！

禅道适用不同的管理场景，如软件公司，互联网企业等，功能可组合使用，可只做缺陷管理、需求管理或任务管理，可私有部署，也可以选择云计算方案。

JIRA 是 Atlassian 公司出品的项目与事务跟踪工具，被广泛应用于缺陷跟踪、客户服务、需求收集、流程审批、任务跟踪、项目跟踪和敏捷管理等工作领域。公司严格践行“真诚对待客户”的价值观，因为JIRA开展的所有业务都以服务客户为目的。客户为JIRA带来灵感和挑战，JIRA期望为更多企业提供服务，也欢迎客户对产品进行点评，来帮助JIRA打造更好的产品。

Teambition是阿里巴巴旗下工作学习套件，包含网盘、待办、文档、日历、项目等丰富应用，为每个人每天的工作、学习和生活提供爱不释手的必备工具。

（1）随时随地，知晓信息：在公开透明的任务看板，随时掌握项目进展，多级任务分配到人，知道「谁」在「何时」「做什么」。

（2）多种视图，随需切换：从管理者到执行者，随时切换看板、表格、列表等多种视角，风险及时透出。

（3）统计分析，把控全局：汇总项目和成员数据，从多个统计维度分析项目状况，随时掌控进展。

ONES是国内领先的企业级研发管理解决方案服务商，产品矩阵覆盖研发全流程管理，提升研发团队效能，助力企业更好更快发布产品。

ONES 产品矩阵包含 ONES Project（研发项目管理和任务协同）、ONES Plan（项目集、项目组合管理）、ONES Wiki（文档协同和知识库管理）、ONES TestCase（测试用例与测试计划管理）、ONES Pipeline（流水线管理）、ONES Performance（研发效能管理）、ONES Desk（工单管理）、ONES Account（企业级用户目录及验证服务），贯穿产品研发全生命周期，能够促进产品、研发、测试、运维等产品研发过程中各角色的良好协作，提升团队工作效率，保障产品交付质量，助力企业更好更快发布产品。

Worktile隶属于北京易成星光科技有限公司。Worktile致力于解决企业员工工作效率，加强团队成员之间协作与沟通，进而提升企业核心竞争力。

Worktile是企业协作办公平台，解决 30-1000 人规模公司的协作、办公和管理痛点，帮助企业实施项目管理、规范流程、搭建知识库以及辅助管理决策。主要功能包括：项目管理、消息、任务、日历、网盘、工作汇报、审批、目标管理、CRM等应用。

PingCode是由国内老牌SaaS厂商Worktile 打造的智能化研发管理工具，是基于高效协作与敏捷研发理念，为不同规模研发团队提供Scrum、Kanban、知识库、迭代计划跟踪、产品需求规划、缺陷跟踪、测试管理等，同时满足非研发团队的流程规划、项目管理和在线办公需要。

截止2022年4月，PingCode已完成研发管理侧8大子产品构建——覆盖目标管理（Goals）、需求管理（Ship）、敏捷瀑布项目管理（Project）、测试管理（Testhub）、知识库（Wiki）、效能度量（Insight）、目录管理（Access）以及研发流程自动化等核心场景。实现了对项目、任务、需求、缺陷、迭代规划、测试、目标管理等研发管理全流程的覆盖，以及与代码托管工具、CI/CD流水线、自动化测试等众多主流开发工具的打通。

Trello是一种可视化协作工具，以有趣、灵活和有益的方式为您的团队在任何项目上创建共享视角。 *Trello 适合所有人* 从销售和营销到人力资源和运营，团队可以设计和定制 Trello，以满足他们的独特需求和工作风格。 Trello 与其他关键工具（如 Google Drive、Slack、Jira 等）集成了 100 多种，无论您的工作需要在哪里进行，Trello 都是一个充满活力的跨团队协作项目中心。

Redmine是用Ruby开发的基于web的项目管理软件，是用ROR框架开发的一套跨平台项目管理系统，据说是源于Basecamp的ror版而来，支持多种数据库，有不少自己独特的功能，例如提供wiki、新闻台等，还可以集成其他版本管理系统和BUG跟踪系统，例如Perforce、SVN、CVS、TD等等。这种 Web 形式的项目管理系统通过“项目（Project）”的形式把成员、任务（问题）、文档、讨论以及各种形式的资源组织在一起，大家参与更新任务、文档等内容来推动项目的进度，同时系统利用时间线索和各种动态的报表形式来自动给成员汇报项目进度。

REDMINE多年深入研究REDMINE源码及运行环境，综合分析网友常见问题，形成了稳定、高效、可靠的REDMINE集成软件包，并自主研发了图文并茂编辑、一键安装、集成12个美观的主题、17种常用的插件等，并带1年期免费技术支持，是中小企业安全放心使用的最佳选择。

Asana 是一个软件即服务平台，旨在改善团队协作和工作管理。它可以帮助团队在一个工具中管理项目和任务。团队可以直接在 Asana 中创建项目、将工作分配给队友、指定截止日期以及就任务进行交流。它还包括报告工具、文件附件、日历以及设置和跟踪公司范围的目标。

YesDev 是一个免费、好用又强大的在线研发协同工具。定位：YesDev = GitOps + ChatOps + DevOps + SaaSOps。YesDev专注 5人-500人核心业务研发团队的软件开发，支持敏捷开发、DevOps、Scrum、XP等多种软件迭代方式。重点是以研发人员为主导的第一视角的项目协作和管理工具。

crmwiki的简单介绍

好用的项目管理工具，有没有推荐的？

CORNERSTONE能够用来处理任何类型的项目协作的工具，应用于运行和维护涉及到你的业务和企业的最困难任务，即使是对最初级的用户都能有所帮助，可满足不同团队规模的需求。

1.存储在云端，或者可以自己架设，基于 B/S 架构；CORNERSTONE有网页版，并支持mac、windows、ios、Android多端同步，并支持私有部署功能。

2.任务管理、任务可以设置优先级；CORNERSTONE可以给每个任务设置“优先级”、“责任人”、“任务类型”、“开始/截止时间”等多种任务属性，并支持自定义配置任务属性。

3.任务可以排序，可以分配给成员，完成的任务默认不显示；任务支持排序：CORNERSTONE的任务支持7种视图显示，可以按照我的任务、未开始任务、已完成任务等多种属性排序。

任务分配到人：上面已经说过了，任务可以设置“责任人”，如果一个任务需要多个人参与，也可以添加参与人。

完成的任务默认不显示：CORNERSTONE的项目应用，可以在【我的任务】查看自己的所有当前的任务，任务完成后可在【已完成任务】查看自己已完成的任务。

4.知识管理；WIKI是一种在网络上开放且可供多人协同创作的超文本系统，WIKI站点可以有多人（甚至任何访问者）维护，每个人都可以发表自己的意见，或者对共同的主题进行扩展或者探讨。

CORNERSTONE的WIKI模块可以帮助成员同步记录项目信息，也可创建知识库和企业信息库，方便其他成员查看。

创建知识库/创建页面

创建知识库

点击“WIKI”进入WIKI页面；

点击"+"号创建知识库。

对访问权限进行设置

可创建富文本、Markdown、思维导图以及表格。

富文本

富文本格式是一种非常流行的文件结构，很多文字编辑器都支持它。一般的格式设置，比如字体和段落设置，页面设置等等信息都可以存在RTF格式中，它能在一定程度上实现word与wps文件之间的互访。

CORNERSTONE提供富文本格式，方便操作人员进行直接将Word等格式的文本内容粘贴到富文本。

点击创建富文本，可以直接进行文本编辑，插入链接、格式修改等，右侧提供页面大纲，可以对内容大纲进行概览

可直接复制Word文本内容粘贴到富文本，支持大多数格式设置，方便编辑

Markdown

Markdown是一种可以使用普通文本编辑器编写的标记语言，通过简单的标记语法，它可以使普通文本内容具有一定的格式。 1、创建Markdown

创建Markdown，工具栏提供常用的编辑格式：字体加粗、引用、有序排列等，同时可插入链接或图片；

2、发布后文档会显示创建者、创建时间、修改时间等信息。

3、可生成PDF文件

思维导图

WIKI支持思维导图的创建，可用于关键目标任务分解、梳理结构、头脑风暴等。自定义颜色区分层级，简单操作即可添加子目录，方便快捷。同时可一键生成任务/需求/测试用例/测试计划等，与项目相关联。

创建一个思维导图；

可通过放大或缩小查看全部框架或局部细节；

一键生成生成任务

点击右侧的“生成任务”进入任务创建页面；

任务创建过程与任务面板的任务创建过程一致，可对责任人、状态、优先级等进行初始设置。

任务生成成功

任务生成成功后标题会显示“已关联”

在思维导图生成的任务也会显示在任务列表里。

更新对象

修改后点击“更新对象”，思维导图会根据任务状态发生变更。

另外，WIKI针对思维导图还提供一键生产需求/缺陷/测试用例/测试计划等功能，操作流程与一键生成任务的流程相似。

最后，CORNERSTONE支持多语言版本，满足不同企业需求。

CORNERSTONE

全行业覆盖的一站式项目协作平台

对了，想要了解更多项目管理解决方案可前往CORNERSTONE，注册体验。

求助一篇关于顾客满意度的英文文献，谢谢！

服务营销 Service Marketing

服务质量管理 service quality management

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Customer relationship management (CRM) is a multifaceted process, mediated by a set of information technologies, that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs, wants, and buying patterns. In this way, CRM helps companies understand, as well as anticipate, the needs of current and potential customers.[1] Functions that support this business purpose include sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation. Many CRM initiatives have failed because implementation was limited to software installation without alignment to a customer-centric strategy.

There are many aspects of CRM which were mistakenly thought to be capable of being implemented in isolation from each other. [3]

From the outside of the organization, a customer experiences the business as one entity operating over extended periods of time. Thus piecemeal CRM implementation can come across to the customer as unsynchronized where employees and web sites and services are acting independently of one another, yet together represent a common entity.

CRM is the philosophy, policy and coordinating strategy connecting different players within an organization so as to coordinate their efforts in creating an overall valuable series of experiences, products and services for the customer.

The different players within the organization are in identifiable groups:

Customer Facing Operations - The people and the technology support of processes that affect a customer's experience at the frontline interface between the customer and the organization. This can include face to face, phone, IM, chat, email, web and combinations of all media. Self-service kiosk and web self-service are doing the job of vocals and they belong here.

Internal Collaborative Functional Operations - The people and technology support of processes at the policy and back office which ultimately affect the activities of the Customer Facing Operations concerning the building and maintaining of customer relationships. This can include IT, billing, invoicing, maintenance, planning, marketing, advertising, finance, services planning and manufacturing.

External Collaboration functions - The people and technology support of processes supporting an organization and its cultivation of customer relationships that are affected by the organization's own relationship with suppliers/vendors and retail outlets/distributors. Some would also include industry cooperative networks, e.g. lobbying groups, trade associations. This is the external network foundation which supports the internal Operations and Customer facing Operations.

Customer Advocates and Experience Designers - Creative designers of customer experience that meet customer relationship goals of delivering value to the customer and profit to the organization (or desired outcomes and achievement of goals for non-profit and government organizations)

Performance Managers and Marketing Analysts - Designers of Key Performance Indicators and collectors of metrics and data so as to execute/implement marketing campaigns, call campaigns, Web strategy and keep the customer relationship activities on track. This would be the milestones and data that allow activities to be coordinated, that determine if the CRM strategy is working in delivering ultimate outcomes of CRM activities: market share, numbers and types of customers, revenue, profitability, intellectual property concerning customers preferences.

Customer and Employee Surveyors and Analysts - Customer Relationships are both fact driven and impression driven - the quality of an interaction is as important as the information and outcome achieved, in determining whether the relationship is growing or shrinking in value to the participants.

[edit] Technology considerations

The basic building blocks:

A database for customer lifecycle (time series) information about each customer and prospect and their interactions with the organization, including order information, support information, requests, complaints, interviews and survey responses.

Customer Intelligence - Translating customer needs and profitability projection into game plans for different segments or groups of customers, captured by customer interactions (Human, automated or combinations of both) into software that tracks whether that game plan is followed or not, and whether the desired outcomes are obtained.

Business Modeling Customer Relationship Strategy, Goals and outcomes: Numbers and description of whether goals were met and models of customer segments and game plans worked as hypothesized.

Learning and Competency Management Systems - Customer Capacity and Competency Development - Training and improving processes and technology that enable the organization to get closer to achieving the desired results. Complex systems require practice in order to achieve desired outcomes, especially when humans and technology are interacting. Iteration is the key to refining, improving and innovating to stay ahead of the competition in Customer Relationship Management. (Successful tools, technology and practices will be copied by the competition as soon as they are proven successful.)

The building blocks can be implemented over time separately, but eventually need to be dynamically coordinated. The ongoing alignment of the basic building blocks distinguishes an elegant seamless CRM implementation which successfully builds mutually valuable relationships.

[edit] Types/Variations of CRM

There are several different approaches to CRM, and at present there is no one software package that allows all of these approaches to be applied. When companies consider implementing a CRM strategy, they usually talk about either Campaign Management or Sales Force Automation. Although CRM is much more than either of those parts, software packages are usually based around one or the other idea (with SFA being the most popular).

Operational CRM

Operational CRM provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database when necessary.

One of the main benefits of this contact history is that customers can interact with different people or different contact channels in a company over time without having to describe the history of their interaction each time.

Consequently, many call centers use some kind of CRM software to support their call center agents.

Operational CRM processes customer data for a variety of purposes:

Managing Campaigns

Enterprise Marketing Automation

Sales Force Automation

Sales Force Automation (SFA)

Sales Force Automation is a type of Operational CRM that is designed to automate sales-force-related activities, such as lead tracking. Software products perform such tasks as:

Keeping lists of leads

Assigning list segments to salespeople

Allowing list contacts to be called or e-mailed

Tracking responses

Generating reports

Analytical CRM

Analytical CRM analyzes customer data for a variety of purposes:

Design and execution of targeted marketing campaigns to optimize marketing effectiveness

Design and execution of specific customer campaigns, including customer acquisition, cross-selling, up-selling, retention

Analysis of customer behavior to aid product and service decision making (e.g. pricing, new product development etc.)

Management decisions, e.g. financial forecasting and customer profitability analysis

Prediction of the probability of customer defection (churn analysis)

Analytical CRM generally makes heavy use of data mining.

Sales Intelligence CRM

Sales Intelligence CRM is very similar to Analytical CRM, but it is intended as a more direct sales tool. Features include the delivery of "alerts" to sales people based on analysis of such factors as:

Cross-sell/Up-sell/Switch-sell opportunities.

Customer Drift.

Sales performance, good and bad.

Customer trends

Customer margins

Campaign Management

Campaign management software is marketing-oriented CRM software that combines elements of Operational and Analytical CRM and allows campaigns to be run on an existing client base. Campaign Management is used when you need to create personalized offers when it is prohibitively expensive to personally contact each client. Campaign management software functions include:

Choosing campaign recipients from the client base according to selected criteria

Development of a campaign offer (this is often done "out-of-the-system" and is not automated)

Assigning specific campaign offers to selected recipients

Automatically sending offers to the selected clients via selected channels (either directly, via channels such as e-mail, or indirectly, by creating lists for use in channels such as direct mail)

Gathering, storing, and analyzing campaign results (including tracking responses and analyzing propensities)

Collaborative CRM

The function of the Customer Interaction System or Collaborative Customer Relationship Management is to coordinate the multi-channel service and support given to the customer by providing the infrastructure for responsive and effective support to customer issues, questions, complaints, etc.

Collaborative CRM aims to get various departments within a business, such as sales, technical support and marketing, to share the useful information that they collect from interactions with customers. Feedback from a technical support center, for example, could be used to inform marketing staffers about specific services and features requested by customers. Collaborative CRM's ultimate goal is to use information collected from all departments to improve the quality of customer service.[4]

Geographic CRM

Geographic CRM (GCRM) is a customer relation management information system which collaborates geographic information system and traditional CRM.

gCRM combines data collected from route of movement, types of residence, ambient trading areas and other customer and marketing information which are matched with relevant road conditions, building formations, and a floating population. Such data are conformed with a map and is regionally analyzed with OLAP(On-Line Analytical Processing) for visualization. This enables a company to examine potential customers and manage existing customers in the region.

Strategy

Several commercial CRM software packages are available which vary in their approach to CRM. However, as mentioned above, CRM is not just a technology but rather a comprehensive customer-centric approach to an organization's philosophy in dealing with its customers. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management. Hence, it is important that any CRM implementation considerations stretch beyond technology, towards the broader organizational requirements.

The objectives of a CRM strategy must consider a company’s specific situation and its customers' needs and expectations. Information gained through CRM initiatives can support the development of marketing strategy by developing the organization's knowledge in areas such as identifying customer segments, improving customer retention, improving product offerings (by better understanding customer needs), and by identifying the organization's most profitable customers.[5]

CRM strategies can vary in size, complexity and scope. Some companies consider a CRM strategy to only focus on the management of a team of salespeople. However, other CRM strategies can cover customer interaction across the entire organization. Many commercial CRM software packages that are available provide features that serve sales, marketing, event management, project management and finance.

Successes

While there are numerous reports of "failed" implementations of various types of CRM projects,[6] these are often the result of unrealistic high expectations and exaggerated claims by CRM vendors.

Many of these "failures" are also related to data quality and availability. Data cleaning is a major issue. If the company CRM strategy is to track life-cycle revenues, costs, margins and interactions between individual customers, this must be reflected in all business processes. Data must be extracted from multiple sources (e.g., departmental/divisional databases, including sales, manufacturing, supply chain, logistics, finance, service, etc.), requiring an integrated, comprehensive business processing system to be in place with defined structures and data quality. If not, interfaces must be developed and implemented to extract data from different systems. This creates a demand far beyond customer satisfaction to understand the full business-to-business relationship. For this reason, CRM is more than a sales or customer interaction system.

The experience from many companies[who?] is that a clear CRM requirement with regard to reports (e.g., input and output requirements) is of vital importance before starting any implementation.[citation needed] With a proper demand specification, a great deal of time and money can be saved based on realistic expectations of systems capability.[citation needed] A well operating CRM system can be an extremely powerful tool for management and customer strategies.

Privacy and data security

One of the primary functions of CRM software is to collect information about customers. When gathering data as part of a CRM solution, a company must consider customer privacy and data security with respect to legal and cultural environments. Some customers prefer assurance that their data is not shared with third parties without their consent and that it cannot be illicitly accessed by third parties.