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In the second part of the series, I focus on the CRM part and the learnings I gained as a Developer.

The process of receiving orders is as shown as in the flowchart below –

image

 

The role of a Marketing Manager is as shown below –

MArketing Manager

As in most small companies, we can see that the Marketing Manager performs more than one role in the company.

The following are the features of the Service process –

1. Each Purchase Order has a guarantee (Certificate of Guarantee).
2. Customer is also given “Operation and Maintenance Manual”
3. Service personnel in every office (around 11 people)
4. Service within the Guarantee Period
 a) Complaint comes through Phone, Email or Fax
 b) Serviceis done at location – if required, a second visit (in only 5-10% of cases)
 c) Minutes of Meeting with customer
5. Service after the guarantee period
 a) Regular maintenance
 b) In case of Emergency – paid

Learnings for a Developer
1. Users are comfortable with table format of Excel – most of our application use the form format.
2. Excel sheet used has evolved over time – our application should be easily customizable.

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2 Comments

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  1. Nigel James
    Santosh,
    Your lead in point of “I hardly get to meet an end user and I assume that what is good for me is good for the end user as well.” was not really fleshed out here. You had two points about excel, but I don’t see the connection to your assumption.

    I question your assumption as you are a highly skilled developer versus a not technical marketing manager. The experiences are going to be quite different. Do you use shortcut keys? The manager might like his mouse.

    Perhaps you might want to develop this point a little more.

    Thanks,
    Nigel

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    1. Santosh Vijayan Post author
      Hi Nigel,

      If you see both the diagrams carefully, you will see where the Excel is being used (I do apologise for the lack of clarity in terms of picture resolution). And of course what I meant was the person (Marketing Manager) has been using Excel for so many years and the Excel sheet which he was using has been refined with experience (adding columns, deleting columns etc.) All these are pretty easy to do in Excel sheet.

      I wanted to highlight the differences between an end user expectation and what we deliver. The manager using a mouse or shortcut keys doesn’t really matter to a developer because according to our standard, our applications should support both!!!

      Thanks and Regards,
      Santo.

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