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CRM (Customer Relationship Management)

Your customers are your most valuable resources and the heart of your business. Your ability to access information about your customers can determine how well you understand and use these resources to strategize and reach your business goals.

Business strategy is about proper application of information to use your resources in the most efficient and economical way. The process of using and developing strategies based on customer information is called Customer Relationship Management.

Customer Relationship Management uses technology to gain insight into data that you should already own, the information about your customers that is stored throughout your business systems. SoftwareKey provides systems that assist you in acquiring and processing the information you need to understand your customer activities with clear, decisive data provided by a powerful, expandable server. Dimnet CRM is not only your best e-business option for license automation and distribution, it is a tool that provides licensing control, 22 real-time reports, customer services, shipping systems, eMail campaigns and a lot more.

Dimnet CRM provides the following features and reports to allow you the ability to manage all of the customer information at your disposal:

* Anonymous Customers
- Browse store for products
- Place orders
- Review pre-sales and post-sales FAQ / Knowledge Base
- Download Trial software / receive marketing emails
- Sign up for newsletters and mailing lists

* Authenticated Customers
- Check order status
- Track packages
- Reprint receipts
- Check rebate status
- Choose special offer in lieu of rebate
- Download software updates
- Purchase upgrades
- Register software
- Open support ticket
- Review / post in online Forum

* Technical Support
- Search for Customers
- Manage trouble tickets
- Update FAQ / Knowledge Base real-time

* Accounting
- Reconcile merchant account with bank
- Download settlement info into QuickBooks
- Process Charge-backs
- Issue refunds
- Export check info for rebates

* IT Department
- Manage user / group permissions
- Control entire server through web interface

* Shipping
- Print Invoices
- Print shipping labels - FedEx & USPS
- Update database with Tracking Number & Ship date

* Sales & Marketing
- Send eMail campaigns to customer
- Design and track promotions / discounts
- Generate Real-time Reports
+ All sales
+ Online sales
+ Sales by agent / user
+ Sales by invoice terms
+ Sales by hour
+ Monthly sales with details
+ Pending Shopping Carts
+ Declined orders with interface for call center agents
+ Licenses by Product
+ Licenses sold by Distributor / Affiliate
+ ESD downloads
+ Trial downloads - by product and Affiliate
+ Trial conversion
+ Online invoices with invoice line items
+ Promotions used / Bundles
+ User defined promo codes for sales
+ Orders sources (How did you hear of us?)
+ Customer purchases - new vs. repeat
+ Refund reasons
+ Compare units by previous days, weeks, months
+ Unshipped orders
+ Export sales data in CSV format

* Customer Service
- Search for customers
- Phone activations of software
- Register customers
- Place new orders

* Software Applications
- Ping license server for status
- Ping license server for update
- Automatic download software updates
- Online automatic software activations
- Retrieve activation code
- Send application usage data

* Affiliates
- Log in to check sales
- Notified by eMail on new sale
- Pass Affiliate ID to Web site for sales credit

 

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