In this article
Where the problem startsA practical way to look at itHow it connects to the businessWhy RestimeThe contact list does not tell what the client bought, what he is waiting for, and why the relationship is in this state.
01 / Operational reality
Where the problem starts
Information about the client is often scattered between the merchant, service, invoicing and support. When the responsible person is changed, the history is lost and the client has to explain the situation again. At the same time, management cannot distinguish an active relationship from a name in the database.
02 / Practical approach
A practical way to look at it
The client tab should display important events in a timeline: enquiry source, agreements, bookings, documents, communication, invoices and results. It doesn't have to copy every file, but it has to show where it is and what it means for the next step.
03 / Connected context
How it connects to the rest of the business
EDS is already using the client's card for studies, documents, payments and certificate. Booking adds visits and purchases, Invoices payments, and Social Networks campaign origin. The same principle can be adapted to service, manufacturing and professional services.
What to take away
Three practical principles
- 01Build the client card as a timeline of the relationship.
- 02Display the meaning and source of the event.
- 03Adjust the scope of information to the user's competence.