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Enterprise Reference Manager - Functional Overview

Enterprise Reference Manager (ERM) is a line-of-business, Web-based application, designed and developed to support the operation of global Customer Advocacy - or Customer Reference / Customer Evidence - programs

Enterprise Reference Manager has five key modules:

  • Customer Contact Management
  • Web Publishing
  • Reference Relationship Management
  • Sales Win Capture
  • Reference Production Management

Customer Contact Management
  • Ease of use: intuitive interface and direct synchronization with commonly available email applications (including Microsoft Outlook)
  • Comprehensive interaction records
  • Taxonomy/tagging: all data is correctly identified and stored by audience segments, products, and services
  • Navigation: clear and simple, it logically follows the process and stages of customer engagement
  • Multiple participants: management of all internal stakeholders, external partners, and multiple customer contacts

Web Publishing
  • Variety of collateral types and data formats can be centrally stored and published, from case studies to videos, for universal access
  • Secure, simple publishing methodology - for any person, anywhere - across multiple products, divisions, geographies, and languages
  • Legal releases and other documentation are stored as part of the production workflow process
  • Automated publishing from ERM into multiple internal and external delivery channels (sales intranet, external company Web site)

Reference Relationship Management
  • Ability to define multiple reference opportunity types (Evidence, PR, Event, Customer-to-Customer Calls)

  • Product/vertical/geography searches to find right customer
  • Central access control point to prevent customer fatigue
  • Each contact can be tracked against each opportunity and the monetary value of sales bid opportunities
  • Customer recognition: ability to reward customers for their participation in the program

Sales Win Capture
  • Sales wins can be input directly into your own portal (which can also associate with Siebel or other CRM systems)
  • Awards and incentives: can link to rewards programs for field team recognition
  • Wins can be defined as internal or external, written for different audiences and uses

Reference Production Management
  • View of pipeline of existing and upcoming activity
  • Matrix reporting format gives appropriate visibility to internal stakeholders; easy to set up and edit
  • Real time reporting: reporting designated KPIs across production, publication, usage by product, service, division, and geography