using forum software as CRM

can I do that?

[sdani]

I need a CRM for my site, but I need many features of forum in a CRM to provide online support.

Instead of finding forum features in a CRM software, can I just get a forum software, and use it for customer support?

i.e. one open support forum for all, and one private forum for each user?

sdani

[goldminer]

IMO a forum is much more complicated, time consuming, passionating, dangerous...powerfull! than a CRM.

Do it, but you'd better act like you know!

[sdani]

Thanks for a response goldminer,

"a forum is much more complicated, time consuming, passionating, dangerous...powerfull! than a CRM."

I anyway DO NEED a forum for online support so that some answers can be provided by other customers. So, can't get away without a forum.

What I am debating is, "Can I get away without a CRM at least in the initial stage, and just use the forum software as CRM".

Will I miss any features of CRM?
Can a forum software (the popular ones) support multiple forums (one for each user)?

Thanks
sdani

[goldminer]

I anyway DO NEED a forum for online support so that some answers can be provided by other customers. So, can't get away without a forum.

Yeaaaah! But what i was telling you, is that "other customers" don't naturally provide answers to customers, unless you have the ability (and the patience) to raise them to do it!

What I am debating is, "Can I get away without a CRM at least in the initial stage, and just use the forum software as CRM".

Hell, don't you see successfull brands using a forum as a CRM and a marketing tool at the same time?

[sdani]

1. Agreed.
2. Which successful brands?

[goldminer]

1. Agreed.

yes, IMO it is important to be aware of what it takes to start a forum. Too many unsuccessfull wannaforum experiences.

2. Which successful brands?

Ho, i'm not making a link list, i don't know if you are curious, but...a bunch!

I think all the popular forums will allow you to set up a one forum per user...manualy!
But it is not hard to set it up automaticaly, or may be there are some forums that allows it from the pack, or with a hack.

What can be hard is to manage where the user is posting. Publically or in its private forum.

I bet this behavior can depend of your sector, the habits, way of life, circumstances... of your average client. Is he a teenager, or rather a very disciplined working manager? Do you know him IRL, or not?

[Casethejoint]

You could use a CMS like Drupal with the CivicCRM and Forum modules enabled. This would give you a single login, simple forum integration and quite a handy (free) CRM system.

[rogerd]

Forum software is pretty flexible, and I've seen it used for pseudo-CMS and pseudo-CRM solutions. Still, you may find it lacks all the functionality you need, or looks kind of forum-like.

As an alternative, consider "extranet" type solutions. One I've used in the past is phpCollab [php-collab.org]; unfortunately, it's an open source project and the development effort seems stuck at a minimal level right now.

I'm also testing a hosted solution, BaseCampHQ [basecamphq.com]. It seems pretty cool so far, except for a kind of funky FTP arrangement where you have to host your own FTP. Not a huge deal, but I'd like to see a more seamless environment.