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Tim Davies
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Adding CRM pattern
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docs/components/index.md

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#### Related Patterns
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```eval_rst
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.. _component-crm:
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```
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### Contact Relationship Management (CRM)
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#### Summary
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A Contact Relationship Management (CRM) system can be used to track the different actors engaging with a standard, including implementers, users and support providers.
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#### Description
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A CRM may be used for:
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* **Outreach and engagement** - identifying potential standard adopters, users and champions, and keeping track of communication and engagement with them;
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* **Knowledge management** - keeping track of communication with particular standard adopters; making sure technical support and policy engagement is joined up; and providing access to consistent technical support answers;
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* **Time tracking** - to supported charging by helpdesk consultants, or to allow reporting on which adopters require the greatest investment of time and support;
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* **Reporting** - to track progress towards key adoption metrics, and to measure key performance indicators for a helpdesk;
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Useful CRM features for supporting a standard include:
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* Contact profiles
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* Task tracking
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* Agile board
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* E-mail integration or e-mail helpdesk
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* Knowledge base
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#### Examples
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* The Open Contracting Data Standard makes use of a customised instance of [RedmineUp](http://redmineup.com), using the helpdesk plugin to create new contacts for each incoming e-mail, and using time-tracking against tickets for regular reporting.
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* 360Giving uses Salesforce to track the progress of publishers.
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#### Prioritisation Factors
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* The standard needs to report on levels of adoption
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* The standard is providing a helpdesk to adopters
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* There are multiple teams engaging with each adopters
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#### Deprioritisation Factors
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* The standard is early stage
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* There is no central support offer
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#### Related Components
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[Helpdesk e-mail address](component-helpdesk-email-address) | [Helpdesk phone number](component-helpdesk-phone-number)
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#### Related Patterns

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