| | Customer Relationship Management | | |
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| Customer Relationship Management: (CRM) | | 1. Standard lists and forms are used to provide Customer Relationship Management services as data and functions. | | 2. Many different kinds of services may be supported such as: | | Gas metered fuel usage service. | | Electric metered fuel usage service. | | Water metered supply and waste usage service. | | Phone metered call usage service. | | Internet metered data usage service. | | Insurance of asset (vehicle, vessel, aviation, property, freight, risk) service. | | Freight weight, size and route service. | | Care session place and time service. | | 3. In practice, any number of services may be managed on behalf of customers where each service is subject to a contract with a specific vendor. | | 4. Supplier Relationship Management (SRM) is a mirror of the CRM for buying services, rather than selling services. Broking is an intermediatory who brings together a customer and a supplier to do a contracted trade using both a CRM and SRM. | | 5. Task Management Service (TMS) is a critical part of a CRM and SRM to record as evidence what was done. tp manage the scheduling of work and to ensure that tasks are not forgotten. | | 6. Financial Account Management (FAM) is a critical part of a CRM and SRM to record as legal evidence what was invoiced and paid. Purchase and expense management may be integrated with the FAM where the mission is to collate an integrated business database. | | 7. A legal obligation is for a Data Protection Impact Assement (DPIA) to be authored and managed. The Data Processor provids a Data Protection Office with responsibility to manage the DPIA as part of the Bespoke Application Service. | | Data Protection Impact Assessment... |
| CRM Data: | | 1. Customer: CRM data begins with customer and prospect, name and address data where every customer has one or more named contact people. | | 2. Service: The customer has one or more services as fixed assets as identified above. Utiliy services are identified by some kind of meter, vehicle or phone number. Every metered service must has one supply address. Over time, the customer may have many different suppliers for different contracts. | | 3. Reading: For each service, one or more readings or consumptions or measurements will exist at different times. Utilities have charges based on usage that is metered with readings and consumptions by date. Insurance measures risk of component parts, social care measures skill and time, while freight measures weight of size for a route. Actual consumption by date is what is billed and that may be very different to estimated consumption. | | 4. Contract: For each service, one or more contracts will exist at different times. Contracts have a unique number with a fixed start and end date that may be periodically renewed. Contracts may have an estimated consumption, but that is not what is billed - actual readings or measurements are what is billed. By definition, each contract has one service supplier, provider or vendor. | | 5. Message: Private, confidential and sensitive information must be communicated in full compliance with Privacy and Electronic Communication Regulations (PECR). The public envelope and private letter method is used with subscription management of encrypted messages so data is not leaked by phone or email. Uploaded documents are recorded as task messages that cannot be lost, deleted or changed in any way. |
| CRM Data Verification: | | 1. Third Normal Form: is the way that the designed data structure can be proven to be viable and stable. | | 2. Every field in a record must be totally dependent on the record key and no other value. | | 3. Ted Cod authored this rule in 1969 and it has been proven to be complete and correct in all circumstances. | | 4. WHY: | | 5. CRM has a purpose to collect evidence and that dictates that data must never be lost by deletion or overtyping. Where a new customer contact name is designed to overtype the old contact name, then the old contact name is lost - that is not acceptable. | | 6. The loss of data is a data breach that must be reported to the Information Commissioners Office. The company that permitted a data loss can expect to be fined until they put procedures in place to prevent such a loss. |
| CRM Functional Glossary: | | CRM has a Purpose and a Mission with many Policies. | | Each Policy has an Objective with many Processes. | | Each Process has a Benefit that comes from many Procedures. | | Each Procedure has an Outcome the contributes to the process Benefit according to its specified objective, purpose and mission. |
| CRM Purpose and Mission: | | Purpose is to maximise the productivity of approved people to make those approved people worth more than people without such tools. Where a CRM is operated so it does not increase the productivity and worth of the people using the CRM, then the CRM must be closed down. | | Mission is to manage all business data in an integrated secure database that complies with UK laws. Where a CRM is operated so it does not secure all business data or it does not comply with UK laws, then the CRM must be closed down. |
| CRM Policy has Objective: | | 1. It is a CRM policy to fully comply with all UK laws, including all accounting and data protection regulations, and to gather evidence of such compliance. | | 2. It is a CRM policy to not loose any CRM data and to gather applicable evidence. Data cannot be lost by deletion and cannot be lost by overtyping. | | 3. It is a CRM policy to not have any CRM data stolen and to gather applicable evidence. Data represented by encrypted images is meaningless and worthless. | | 4. It is a CRM policy to only permit approved people to access CRM data and to gather evidence of every such access. 24*7 monitoring is a critical part of the legal obligation. | | 5. It is a CRM policy to deploy pseudonymisation and protection-by-design in compliance with GDPR article 28. |
| CRM Process has Benefit: | | 1. CRM processes may be identified by department or group such as: sales, broking, finance and personnel. | | 2. Sales process. | | Sales is about managing customer data that is at a prospect state and doing qualification and quantification analysis to determine if the prospect could be cost effective as a customer. When it can be proven that the prospect has a positive cost justification to become a customer, then those benefits can be presented and offered. The benefit result of selling is an agreement between the customer and the broker for a service. It is reasonable and viable to outsource the sales process and all sales procedures. Sales enablement has component parts as: | | 1. Value Proposition: position a differentiated message. | | 2. Enablement: with role-play and education: a complete and correct message. | | 3. Process: align all assets to be ready when the customer is ready. | | 4. Automate: its a numbers game where the more customer communication takes place the luckier a sales person becomes. | | 3. Broking process. | | Broking is bringing together a customer and a supplier with a cost justified proposal that both the customer and supplier can agree to. The benefit result of broking is a contract between the customer and the supplier for a service. Renewal is a process within the broking process - renewals have residual revenue benefits. | | 4. Finance process. | | 5. SAR : Subject Access Request process... |
| Privacy and Security: (ERA) | | 1. Encryption is applied to all business data so the risk of a data breach with stolen date has been eliminated. In the event that an agency was able to gain physical access to a server, protection-by-design means all business data is meaningless and worthless to a criminal. | | 2. Replication is applied to all business data so the risk of a data breach with lost date has been eliminated. In the event that a data center is not available, a large number of other data centers continue to provide the bespoke application service. | | 3. Authentication is monitored 2*7 to ensure that criminal behaviour is stopped and the criminal blacklisted by many service providers. Authentication does not just involve a pass-phrase, but includes: time-of-day, day-of-week, operating-system, network-provider, browser, computer-processor, graphics-resolution, screen size and a wealth of information that cannot be faked by a criminal impersonator. | | Data Protection Officer is provided to deal with ICO communications involving all information known to the Bespoke Application Service. By definition, the Data Protection Officer cannot be responsible for any information downloaded to a local computer or any information or emails stored on local computers and smart phones. The Data Controller has full responsibility to the ICO for data protection and data breach reporting of all data, documents and mail stored on local computers and smart phones. |
| State Transition: | | 1. All data objects have a designed life cycle. | | 2. Tasks and support requests have a "OUC" life cycle as: | | (1) Opened. | | (2) Underway. | | (3) Closed. | | 3. Contracts have a "EPACH" life cycle as: | | (1) Existing contracts are added by the bill analysis procedure. | | (2) Proposed contracts are added by the request rates procedure. | | (3) Accepted contacts are assigned by the customer quotation procedure. | | (4) Current contracts have a verified start date and planned end date. | | (5) Historical are where all contracts end up when expired or rejected or cancelled. | | 4. Invoices have a "PPSPC" life cycle as: | | (1) Planned as a scheduled cash flow projection. | | (2) Proforma as a request for actual consumption and commission. | | (3) Sales as a formal invoice for payment. | | (4) Paid when paid. | | (5) Cancelled when not paid. |
| Eliza: | | 1. Eliza is the artificial intelligent assistant that provdes the Bespoke Application Sservice from a knowledgebase of business rules. | | 2. Eliza rune on racks of servers in a large number of distributed data centers so Eliza cannot stop and cannot be stopped. | | 3. When a server fails, business continues to be provided by other servers and other data centers using replicated data. | | 4. Application programming has been replaced by "cause-consequence" business rules that are taught to Eliza in real-time and without maintenance. | | 5. Threats from hacking, malware and ransonware have been eliminated by eliminating application programming. | | 6. Backup recovery has been replaced with replication of encrypted data to a large number of secure data centers so backup data cannot be lost or stolen. |
| Security and Privacy. | | 1. Directories containing business data cannot be accessed from the Internet so hacking and malware threats have been eliminated. Directory containing Eliza cannot be accessed from the Internet so hacking has been eliminated. Directory names are long meaningless secret numbers that act like strong passwords. | | 2. File names are long meaningless secret numbers that act like strong passwords. Human readable file names do not need to be used because no person has any reason to access these files. | | 3. Files contain a long string of meaningless numbers without any structure. Files contain unused numbers so only a small fraction of what is stored is used. Files contain what looks like 2048 encryption keys, but that actually contain business data. Relevant data is like looking for a needle in a haystack. | | 4. It is expected that agencies in many parts of the world may gain physical access and may be able to copy the data. Threat and risk analysis suggests that such agencies may deduce they have copied a load of worthless data because most data has no value. | | 5. Data is optimized to be rapidly loaded by Eliza into internal arrays. Data is purposefully designed to be meaningless to people who are not permitted access for any reason. Excessive encryption is used with different methods used on each field so the cost of decryption becomes significant. |
| Energy Management Service. | | 1. Reading history is encrypted and stored as a long string of numbers in one file - plausibly deniable business data. | | 2. Each reading is the reading date, day reading, night reading, gas reading and solar reading. | | 3. Every date and meter reading is encrypted (as 8 digits). | | 4. The reading file has a prefix (1 digit) as its identity and version. | | 5. Each reading date and set of meter readings is terminated with a suffix (as 41 digits). | | 6. Any number of readings may be stored in one file, but one file per year may be reasonable. | | 7. Any number of reading files may be stored in an account folder. | | 8. Any number of account folders may be supported with the account number passed in the URL. | | 9. Files and folders carry a "ll" suffix for identification purposed only. |
| Contract. | | 1. A file containing each years contract is stored as a tag-value pair table. | | 2. A separate energy provider (supplier) name and token file is stored and maintained. | | 3. Contract tags are encoded as numeric and contract values are encrypted as digits. | | 4. Contract file is read into an array and used to derive energy costs. |
| Reading Functions. | | 1. Read Encrypted File into array | | 2. Write Encrypted File from array | | 3. Add New (Insert) reading into array | | 4. Change (Update) reading in array | | 5. Hide (Delete) reading from array | | 6. View reading history from array = default |
| Contract Functions. | | 1. Read Encrypted Contract and Name-Token Files into array | | 2. Write Encrypted Contract File from array | | 3. Write Encrypted Name-Token File from array | | 4. Change (Update) Contract value in array | | 5. Add New (Insert) Name-Token into array |
| Information. | | 1. Tell Me is an information service to include glossary used by business rules. | | 2. Contract rates are four decimal places of pence per day or pence per unit. | | 3. Monthly costs are two decimal places of pounds as normal GBP amounts. | | 4. Criminals in all parts of the world attack web sites that use known packages with a complex application stack such as WordPress. The solution is to deploy a grossly simplified application stack with one program that links to another hidden directory that cannot be seen via the Internet. Criminals are left with only one program to attack and only one program has to be made excessively secure from any kind of attack. | | 5. Guides, advice, tutors and information is stored as wiki text files that do not need to be encrypted and must not be confused with business data that demands excessive levels of encryption. Totally different and unconnected application services are used for wiki content management services (CMS) to any private and secure business application service. |
| Document Control. | | 1. Document Title: Customer Relationship Management. | | 4. Description: Customer Relationship Management. | | 3. Keywords: Customer Relationship Management. | | 4. Privacy: Shared with approved people for the benefit of humanity. | | 7. Edition: 2.1. | | 8. Issued: 2 Jan 2018. |
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