Customer-Focused CRM (#CX)

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This help and guidance is provided from within the CXRM software. You can reach these topics in CXRM itself by pressing F1 or clicking on the little ? icon on the top toolbar on any section of the application.

: Getting Around the CXRM Screen ( of 0)

Getting around the CXRM application should feel familiar - we've tried to make it feel as much like a business application as possible, even though you're accessing it over the web! Exactly what you'll see on your screen depends on your User Type, your Security settings, and on whether you have any additional CXRM Modules in use. With that in mind, here's an overview of how to get around CXRM.

Click the CXRM logo to go 'Home'

Click this at any time to bring up your Home Page. If you've not set a Home Page, you can do so easily at any time - just click the Home icon on the far right-hand side of any page that you open.

Finding Things

Simply type into the 'Find Things' box in the top left of the screen to quickly find what you need. You can use this to find everything in CXRM - from people, to companies, to files. You don't need to specify what type of thing you're looking for - CXRM will give you a list of results sorted by record type. Any matching records will appear in the Search Results pane on the left. If there's only one result, CXRM will open up that record straight away. If you need a more sophisticated search, use the Advanced Find feature discussed below.

Use 'Recently Used' list to go back to recent records

Your 'Recently Used' list is in the left hand panel. This list is continuously updated every time you open one of your records in CXRM. It will always show the most recent dozen things that you opened. The list is saved when you Logout, so make sure you always Logout properly by clicking the Log Out button described below!

Use 'Favourites' to go to your favourite records

Your 'Favourites list' is also in the left hand panel. This contains links to any record that you flag as a Favourite. Just click on the name to open the record. You can flag favourites by clicking the Smiley Face when a window is open (or right clicking a record and then using 'Add to Favourites').

Use the big buttons (like 'Companies') at the top of the screen to access lists of records

You can quickly get to a list of People, Companies, Project, Contact Notes or Tasks by clicking on the appropriate button across the top of the screen. CXRM will open a list of records - you can then browse, find, filter or sort the records as you need to.

Use the Quick Add (+) buttons to add new records

These buttons, not surprisingly, help you add records quickly.

Basic Navigation - when you have a record open

When you have a record open on screen, the icons on the far right hand side can be used for quick actions:

  • Click the X (or press Escape) to close the record
  • Click the ? for help
  • Click the Home symbol to make the record your Home Page
  • Click the Smiley symbol to add the record to your list of Favourites
  • Click the Eye symbol to add a Watch to this record

You can also use the "wordy" buttons at the right hand side:

  • Click 'Edit Record' to edit any of the information - e.g. to change an address
  • Click 'Delete Record' to permanently delete. If this is 'greyed out', this is because there are additional details connected to the record which need to be removed first - for example, you can't delete a company if people are attached to the company. Hover over the grey button and it will tell you why you can't delete the record.
  • Click 'Details' to show all the fields of data
  • Depending on the record, you can then click 'Contact Notes', 'People', 'Files', 'Gallery', 'Watches' or 'Projects' to switch between associated contact notes, people, files, images, watches and projects.
  • When you have a company open, click 'Website' to see details of the company's website. If you have a project open, you can also click 'Team Members' to show who is on the project.

    Pop-out panel for Tags, Record and Users

    Click on one of these words in the top right of the screen to access a pop-out panel on the right-hand side of the screen. These will be some or all of the following:

    • Tag List - tags are one of the most useful features in CXRM. They can be used to categorise most records in CXRM. You can set-up any number of Tag Categories and any number of tags within the Categories. Tags are also used to define the record statuses used when you set-up CXRM Processes (this module may not be included by default in your CXRM application).
    • Report List - this shows you all the reports that you have access to, whether they create a grid view in CXRM, or generate a Spreadsheet file. If you have the rights to do so, you'll also find buttons here to manage adding a new report definition, or to set up Scheduled Reports, so you can get a report sent to you by email automatically whenever you need it (e.g. daily, every Monday, etc.).
    • User List - this shows you all your colleagues that are also users of CXRM. This may include people that don't work for your organisation but that are fellow team members on Shared Projects. These will be shown in italics, as will any record that does not belong to your own organisation's CXRM account (like the Shared Projects from other accounts, and any notes, people, files etc from those projects).
    • 'My Stuff' panel

      Towards the bottom of the left hand side is a panel with buttons that help with a range of useful tasks and activities within CXRM. They include:

      • My Mail button - this displays your Mail, where any emails sent to your CXRM Mailbox email address are shown. From here, you can check and sort them, adding them to records in CXRM, and accessing any files attached to those emails.
      • My Watches button - this lists any records that you are Watching. These are records for which, if anyone else updates them, you'll get to know about it.
      • Lists Button - lists are an extremely flexible way of managing and processing sets of records. You can build lists manually, as a result of a search, or they also get created when you upload data from Spreadsheets or other inputs. You can then merge them, add or remove records, tag all the records in the list, or just delete the list once you're finished with it.
      • The Advanced Find button - this gives access to a sophisticated find which can be used to find such things as tagged records or records in a particular location, and optionally to create a List from your search results in case you need to do anything further with them (e.g. tagging a load of records all at once)

      Logging Out (and other actions)

      Tucked away in the bottom left of the screen is a menu for less frequently used actions. These include a button to Change your Password. Here you'll also find the Logout button - the last thing you should click in CXRM before you go finsh each day. Also you'll find a link to the System Menu where you can perform various administrative activities if you have rights to do so.

      There are also some less frequently used navigation tools at the bottom of the screen - for example, to enable you to 'tile' open windows. This can be useful for copying and pasting information between records.

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