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The secret to success.A Customer Relationship Manager

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Contents

Inspire

About Necessity

Why design in CRM?

Landscape

Persona

User journey

Task analysis

Application map

Initial sketches

Wireframes

Red routes

Identity design

Mockups

User testing

User test reviews

Self evaluation

References

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Inspire

The biggest management challenge in take new millennium of liberalisation and globalisation of a business is to serve and maintain

a good relationship with the king - “the customer.” The process of developing a cooperative and collaborative relationship between the

buyer and seller is called customer relationship management. My idea would help the small business owners, freelancers and entrepreneurs to make a good relationship with their clients. This application would be a cross platform compatible and will have a rich interface and feature set.

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About Necessity

Necessity will be a free Customer Relationship Manager Widely known as a CRM. Customer Relationship Management is a technique in

marketing and management where the owner tries to develop a long-term relationship with the clients and customers to develop them as a lifetime customer. Necessity would help business to organise themselves and will help them in giving better services to their customers. Necessity aims to

make the customer climb the ladder of loyalty.

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Why design in CRM?

ClarityPeople shouldn’t need a user manual or extensive training to interact with the system.

EfficiencyA good user interface should make it easy for users to quickly accomplish their tasks.

ConsistencyAn inconsistent user interface confuses users and increases training time.

User-CentricKeep your users in control with clear actions and intentional direction.

Visual AppealAn attractive interface can make working on CRM a more enjoyable experience.

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Landscape

ConsUser interface and general experience is cumbersome and unintuitive.User interface starts to break down.

ProsThe CRM pioneer / industry standardIncredibly flexible and customizableEasy to access

Sales Force

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Landscape

ConsThey could implement some sort of colour status indicator.In-line editing would be a really nice to have.

ProsPrice is very affordable & Free version available.Each page, setting, and layout can be tweaked to your own preferences.

Zoho CRM

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Landscape

ConsIn-line editing would be very useful.Very Costly.

ProsClean and modern user interfaceThe overall application flow and usability is amazing.Simple

Base CRM

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Persona

Industry: Education Company Name: Study Smart Education: Master’s Degree

Age: 35 Years Relationship status: Married Experience: 9 Years

Chetan JainEntrepreneur/Business Owner

Identifiers

Works Night and DayKey Decision MakerHighly Social

GoalChetan Jain is a budding entrepreneur and creating a strong client base. He has a small office setup and want to organize all the leads that he gets from different social media networks and websites. He wants to stay ahead in the business by contacting leads as they come through. He is a 24*7 person and want everything on the go.

FrustrationChetan Jain is confused among so many CRM present on the internet. He cannot bear CRM cost as he has just started his business. He wants something quick, easy and ready to use without any manuals or tutorial.

Goals

Growing the BusinessImprove online marketing with content managementTo grow a strong industry reputation

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Persona

Industry: Lifestyle Company Name: Oriflame Education: Master’s Degree

Age: 30 Years Relationship status: Married Experience: 5 Years

Loveleen SharmaManager

Identifiers

PracticallyFamily OrientedQuick Learner

GoalLoveleen is a manager at Oriflame. She handles all client communications and client details. She want to have all the details of the clients up to date so that she can communicate messages to them on a daily basis. Loveleen wants everything on the go so that she can communicate to clients living in different time zones.

FrustrationShe is currently frustrated with the system she is using. Their are too many options and features. She wants something very simple and easy to use. All her client details are not properly manager and are updated.

Business Motives

Manage company communicationsTo keep track of everythingAcquire new clients

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User journeyPre-Service Service Post-Service

Research Choose Account Creation Usage Feedback Recommendation

Search

Ask friendsDownload

Create account

Sign in

Lead generation

Client details

Ask for feedback

RegulateTell friendsU

ser A

ctio

nsTo

uch

Poin

ts

Stat

e +

-

Feel

ing • I want a new CRM

• Does this solve the purpose

• Can I rely on this application

• This is so easy

• Need some more customizable option

• I can call any client any time

• I need to tell about this app

• I want to use this application for other business

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Task analysis

MotivationI want to manage my client relationships

GoalMake my business relations transparent

TaskCheck leads on time

FeatureGet lead notification and contact lead

Primary

MotivationI want to manage my client details

GoalMake my client details organized and upto date

TaskSave all client details

FeatureKeeps all client details in order and updated

Secondary

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Application map

Welcome

Create accountSign in

Enter phone number

Verify phone number

Account successful

Forgot Password

Enter email address

Change password

Password confirmation

Dashboard

Navigation

Show LeadsSearch Leads Reports

Call Leads

SettingsIntegration

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Initial sketches

Welcome Sign in Register

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Initial sketches

Confirmation Dashboard Navigation

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Initial sketches

Leads Individual Lead Report

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Wireframes

Welcome Sign in Create account Phone verification Account creation

When user start the application he would

see the welcome screen

The sign in screen asking for email and password and has a link if the user forgot

his passwordThe registration screen asking for user details

The phone verification screen where the user

will enter a confirmation code sent on his

mobile

Confirmation screen for successful account

creation

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Wireframes

Forget password Email sent confirmation Password reset Password change confirm

If the user forgets his password then he can enter the email to reset

The above screen will be shown as a

confirmation of sending an email

The above screen asks the user to enter a new password and confirm

it

Confirmation screen for successful password

change

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Wireframes

Dashboard Navigation Search Leads Call a lead

The dashboard will be the first thing the user will see after signing in

This is the navigation menu which would

link to each and every section of the

application

If a user needs to search for a lead he

could search it with the text box

This screen will help the user to make a call

to any of its leads

Leads

The above screen would will give a list of

all the leads

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Wireframes

Profile/Settings Report Individual lead

The above screen will help the user to change his profile and settings

This screen will give a report of all the leads in

the system

The above screen will give all the information

about the lead

Integration

The above screen would have all the

information to integrate the CRM with the form

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Red routes

Welcome

Create Account

Forgot Password

Sign in Dashboard Navigation

Leads Show Leads Search

Reports

Sign out Integration Profile

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Moodboard Functional RequirementsBackground, Icons, Reports, Look & Feel

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Identity design

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Logo FontThe main font BalboaPlus, is used in the logo and is the primary font for the application.

123456789 ABCDEFGHIJKLMNOPQRSTUVWXYZGrumpy wizards make toxic brew for the evil Queen and Jack.

Helvetica Neue is the secondary font. It is suitable for large blocks of text as well as titles. It provides the centre a modern looking and flexible typeface.

123456789ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyzGrumpy wizards make toxic brew for the evil Queen and Jack.

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Identity design

Colour

The Centre’s visual brand orients around light, open layouts with movement and dynamism. They work well together, but good design sense should be used to evaluate when colour pairings—through improper contrast, hue, brightness or similarity—detract from a layout.

#000000 #FFFFFF #FFA900 #CCCCCC

Picture

As the brand name is Necessity, it is necessary for each and every business. The picture shows a road and sun which demonstrate a road to success.

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Icons

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Mockups

Welcome Sign in Create account Phone verification

Account creationEmail confirmation Reset password Password confirmation

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Mockups

Dashboard Leads Individual Leads Navigation

Call a leadProfile Reports Search

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Live mockup

https://xd.adobe.com/view/8bb6c0e1-294e-4526-9912-4eaf1c212a24/

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User testingBefore After

Their was no option to search for a lead. User was unable to search anything from the client details that he has.

A search option was added for the user so that user can easily search among the client details that he has.

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User testingBefore After

Their was no option for a personal photograph in the profile section. Their was no need of notes in the profile section.

An option of personal photograph was added in the profile section and the option of notes was removed.

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User reviews

ConsNot much customizableNeed some more custom fields to save data

ProsNo tutorial or documentation needed very friendly and easy to useEasy to accessVery clean and bright layout

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Conclusion

Necessity help business to organise themselves and will help them in giving better services to their customers. Necessity aims to make the customer climb the ladder of loyalty.

Necessity is

Clean

Efficient, Consistent

User Centric

Visual Appealing

Subsequently, it can be concluded that the main aim of this project was accomplished.

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References

• 2017 reviews of the most popular systems (no date) Available at: http://www.capterra.com/sem-compare/customer-relationship-management-soft-ware?headline=Top%2010%20CRM%20Software%20&gclid=Cj0KEQiAk5zEBRD9lfno2dek0tsBEiQAWVKyuJThl6ttkYnc-CL-DzHWKi2A8PDMVyYsF-pwzcGOzrGMsaArff8P8HAQ

• 528, A. (2010) Mock up vectors, photos and PSD files | freeDownload. Available at: http://www.freepik.com/index.php?goto=2&search-form=1&k=+mock+up

• Advice™Software (2006) Software advice. Available at: http://www.softwareadvice.com/uk/crm/visit-website/?url=uk/crm&account_campaign_id=632918049&account_adgroup_id=28546916706&target=crm&ad_id=163234671566&matchtype=e&headline=Top%2010%20CRM%20Soft-ware&gclid=Cj0KEQiAk5zEBRD9lfno2dek0tsBEiQAWVKyuOQRzbClqbOW5hdEiSpgt4aSUUO-uVictojyuIchw0EaAhGs8P8HAQ.

• crmsoftware (2017) Top 10 best CRM software platform: Reviews, comparisons & pricing. Available at: http://www.crmsoftware.org

• Customer Relationship Management (2017) in Wikipedia. Available at: https://en.wikipedia.org/wiki/Customer_relationship_management (Accessed: 24 January 2017).

• Systems, R.S. (2016) What is CRM? | customer relationship management explained. Availableat: https://www.reallysimplesystems.com/faq/what-is-crm/Posted and Rouse, M. (2013) What is customer relationship management (CRM) ? - definitionfrom WhatIs.Com. Available at: http://searchcrm.techtarget.com/definition/CRM

• Userfocus.co.uk. (2016). How red routes can help you take charge of your product backlog. [online] Available at: http://www.userfocus.co.uk/articles/prioritising-functions.html

• Williams, M. (2016) 10 CRM systems small businesses should know. Available at: http://www.techradar.com/news/software/business-soft-ware/10-crm-systems-small-businesses-shouldknow-1250344

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Thank you

Ketan Rajpal1633400