Tuesday, August 2, 2011

Software Testing in CRM

Here I am not discussing whether Software Testing is a domain dependent or not....everyone will have their own opinion. But as per my knowledge is concerned, the domain knowledge is also one of the important factor to excel in software testing field.

When we have knowledge on the domain and functionality, functional issues comes up and it is very useful for the business and also for self growth.

We can test the application even when we don’t have knowledge on domain by going through the documents like FDD, TDD, BRD etc... but there is no big difference in TESTING between developer and a tester. I was not having any idea when I joined this CRM project, but I have gone through each and every related document and done very well...

Now will discuss on CRM, CRM is one of the module in ERP, ERP(Enterprise Resource Planning) has redefined the future of enterprises. To put it simply, it is an integrated system to manage the entire business. Especially the small and medium enterprises working with ERP have a witnessed a quantum leap. With ERP the organizations can not only save time and money, but also offer more reliable decisions. To know more on ERP, please go through this link.

CRM ‘Customer Relationship Management’ is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.
Now comes to testing phase, CRM will have mainly Sales Activities, Marketing and Customer Service modules or functionalities.

Sales Activities include Leads and Opportunities, Lead is nothing but a selling a new product or Service or Upgrade of an existing product. The Lead will have limited lime to close but Opportunity will have more time than Lead, here Opportunity is nothing an extension of time to close the lead.

Marketing means selling the product in bulk through Campaigns, Inbound and Outbound calls. The Campaigns will be two types based on the intention to sale i.e. Local Area Marketing and Central Driven Campaign. Local driven Campaign means intention to sell the product in small area like Branch wise and Area wise but Central Driven Campaign means selling / upgrade it in all the branches i.e central wide. Here tester needs to test few business logics like how the campaign is setup and leads status when inbound and outbound calls are attended.

Customer Service Means how efficiently the user is interacting with the customer. The user can only interact with the customer when he had enough data in front of him. In CRM, 360 Degree View page brings all the customer important data in a single page. Also interactions and follow ups with the customer are tracked well in CRM. Here tester need to test whether all the customer related data is populated correctly or not based few logics.

Other than all these, tester should test the application in user perspective. Then tester will find the more functional defects and can suggest the business because business team also can forget some of the functionalities or scenarios. So tester’s responsibility to find those.

I hope this might have given some info on CRM.

Wish you all the best...

1 comment:

jorjee said...

understand the overview of SAP S/4HANA