Enterprise Reference Manager - Technical 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.
ERM is built on standards-based technology using Microsoft .NET. XML connectors can
be used to integrate with existing CRM and Customer Experience Management (CEM) systems,
and can be configured through the ERM interface.
System access is controlled through role-based security that is integrated with
Active Directory. External vendors can be allowed limited access through a secure
extranet.
Users can be notified of content changes and system-generated messages through email
or intranet portals.
Segmentation management
The system allows you to define multilevel hierarchies for company structures,
geographies, and product taxonomies. You can define a central information structure
while maintaining flexibility and segmentation for multiple teams.
Syndicated publishing
Content can be published in several locations in specifically designed templates.
This allows each department to subscribe to content published by other departments
based on predefined rules. For example, an industry marketing team can automatically
publish any industry-specific content that is created by the product teams.
Sales pipeline integration
The system integrates with existing CRM and CEM applications to notify Reference
Managers of new leads based on preconfigured criteria. This removes the overhead
on your sales team, placing into the hands of your reference team the ownership of
converting leads into evidence.
Enterprise workflow
Access to the tool can be controlled at a departmental, regional and subsidiary
level. Workflow processes between the teams ensures that sign-off is received
before content is released, thus enforcing legal and brand requirements.
Content creation
Authors create and post their content using familiar tools such as Microsoft Word.
The content can be created offline and posted to the ERM tool through a secure
extranet.
Metrics and reporting
With the ERM reporting tool, you can demonstrate the value of your program by
linking to CRM opportunity codes, as well as simple views or download metrics.
The tool can also be used to help manage your evidence pipeline and plan your
campaigns to generate more content for critical audiences or new product launches.