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BOYSPI@GMAIL .COM
CRM, MARKETING PRINCIPLES.
Who is your customer?
Ask my sales for the information
Where do you store your customer phone number?
Ask my sales for the information
How can you contact your customer?
Ask my sales to contact them
How do you measure your customer loyalty?
Let my sales measure it
How do you set up your marketing strategic?
Ask my sales to do that
BOYSPI@GMAIL .COM
CRM, MARKETING PRINCIPLES. Existing Sales and Marketing Problems:
Sales Marketing
Management
System A
System B
System C
System ..
Target Leads Tracking Report 1. Lot of Manual processes 2. Data Inconsistency 3. High risk of Human error
BOYSPI@GMAIL .COM
CRM ?
Customers – The heart of your organization.
Relationship – The key to growing your company through engagement with your prospects, customers and stakeholders.
Management – Managing these stakeholder relationship to increase lifetime value.
BOYSPI@GMAIL .COM
WHY IS IT IMPORTANT
Help better understand the needs of every
individual customer.
Reduce customer churn – eg : lower selling cost
Increase leads
Increase revenue per customer – eg : cross sell,
upsell.
Help deliver a consistent experience every time.
BOYSPI@GMAIL .COM
TOP 9 CRM IMPLEMENTATION PITFALLS
Lack of a compelling vision
CRM project gets under-resourced
People see CRM technology as the answer
Lightweight CRM requirements gathering
Selecting the wrong CRM technology or vendor
Lack of attention to detail in the design phase
Signing up to unrealistic CRM implementation timelines
Unnecessary conflict with the CRM vendor
Failure to adapt over time
BOYSPI@GMAIL .COM
CRM ARCHITECTURE
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BEST PRACTICES FOR CRM IMPLEMENT
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HOW TO SET UP CRM System for Your
BOYSPI@GMAIL .COM
CREATE A CRM STRATEGY & DEFINE YOUR
OBJECTIVES
You need to understand a couple of things about your
customers/clients before you get started with a CRM tool. Ask yourself
some of these questions:
Do you know why your customers need your product or service?
Do you understand how your customers find you?
Do you understand what your customers like most about your
products/services?
What are your customer’s expectations of you?
Where is customer information stored
BOYSPI@GMAIL .COM
CONSIDER THE CUSTOMER LIFECYCLE
BOYSPI@GMAIL .COM
PRIORITIZE YOUR CRM OBJECTIVES
It would be nice to achieve all your CRM objectives in one
fell swoop, however it is not always possible. The best thing to do is
to prioritise your list of objectives into something like this:
High – Must Have
Medium
Low – Nice to Have
You can then concentrate on the high priority objectives
first. Once you have done this, the next step is to define your
current processes.
BOYSPI@GMAIL .COM
DEFINE YOUR BUSINESS PROCESSES
What are your processes when interacting with your
customers? For example, how do you handle phone
enquiries? How do you handle requests for
quotes? Processes are a way for you to deliver a consistent
experience for your customers. The more consistent you are the more you will build trust.
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ORGANIZE CHART
Officer
Manager
Vice President
CEO CEO
Sale
HO
Officer A Officer B
Up country
Officer
Marketing
HO
Officer
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ROLES MATRIX
Module/Role CEO VP Sale VP Mk M.Sale M.MK Of. Sale Of.Mk
Dashboard R R R R R R R
Accounts R R R R R All All
Contacts R R R U All U All
Leads R R R U All U All
Campaigns R R R R R R All
Opportunities R R X All X All X
Quotes R R R R R All All
Tickets X X X X X X X
Products R R R R R R All
X: Disable
R: Read Only
U: Create/Update
All: Create/update/Delete
BOYSPI@GMAIL .COM
SELECT THE RIGHT CRM TOOL/SYSTEM
Now that you have understood the processes in your
business the next step is to find the right CRM system that
can cater for these processes. For example, do you regularly
have to prepare quotes for your clients? Do you need to
track the proposals/quotes until the client is won? If so, you
would need a CRM system that can create quotes and plus track potential sales.
BOYSPI@GMAIL .COM
CRM CRITERIA
BOYSPI@GMAIL .COM
SELECT THE RIGHT CRM TOOL/SYSTEM
Zoho
Salesforce
SugarCRM
17 Hats
Vtiger
Capsule CRM
Other
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DEVELOP OR CREATE NEW PROCESSES
Once you have developed your CRM strategy, figured
out what your current processes are and selected a tool, the
next step is to develop or create new processes that can now be handled by the CRM system.
BOYSPI@GMAIL .COM
CONFIGURE YOUR CRM TOOL
The next step is to configure your CRM tool to handle
your processes as well as importing your existing client database (if it exists).
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TRAIN YOUR PEOPLE
The next step is to train any staff who will be using the
CRM tool. Make CRM a part of your business culture explain
to your staff that ‘The customer is GOD! Explain the benefits
of using the CRM system eg.
enquiry
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MEASURE AND IMPROVE
The final step is to measure and improve. Identify key metrics
you want to track for eg.
No. of responses per marketing campaign
No. of sales per marketing campaign
Which products/services sell better
Resolution time for complaints
Use enquiry data
BOYSPI@GMAIL .COM
VTIGER CRM 6.4
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WHAT IS VTIGER CRM
Vtiger CRM is as open source CRM
That was forked from Sugar CRM
Comparable functionality to Sugar and Saleforce.com
It offers reporting, a customer portal
Where as those functions are in paid versions of the other CRM
applications.
Now version 6.4
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WHAT NEW VTIGER CRM 6.4
New Layouts
40+ bug fixes
Fix SQL Injection & XSS Vulnerability
Errors in Currencies List
Lead Mapping Issues
New API
Support Responsive
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VTIGER CRM FEATURE
Sales force Automation
Marketing Automation
Inventory Automation
Customer Services
Report & Dashboard Analysis
Activity Management
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SALES FORCE AUTOMATION vtiger CRM offers Sales team the ability to monitor sales
operations briskly. The goal is to bring in the prospects, nurture, and win.
This is what vtiger helps you do, expertly. The operations in the Sales cycle
can be streamlined and automated; Consequently, efforts will be optimized to see better results.
BOYSPI@GMAIL .COM
MARKETING AUTOMATION
Send out an Email blast to targeted set of an audience as a part of
Email Marketing. You can send customized emails to Leads to advertise
your product; Eventually, your Leads can be happy customers one day.
Trigger emails to your existing Contacts to enhance a relationship with
your customers. Also, convert your website visitors as Lead records in Vtiger CRM through Web forms.
BOYSPI@GMAIL .COM
INVENTORY AUTOMATION
Weed out the risks in categorizing the goods rendered to your
customers and goods procured from your vendors. Modules such as
Products, Services, Price Books, Vendors, Purchase Orders etc will help you
organizing products in stock, forecasting demand, replenishing items in
stock and estimating revenues. By controlling the stock in your Inventory effectively, you should be able to provide customer service at desired level.
BOYSPI@GMAIL .COM
CUSTOMER SERVICES
Simple, hassle free, easy-to-understand Support features in vtiger
CRM will help you deliver instant and precise customer service. You can
resolve cases faster like never before. User-friendly Customer Portal tool
acts as a great channel to communicate with your customers. With the
exciting support features, you should be able to adopt to the tool very quickly and enhance level of customer satisfaction.
BOYSPI@GMAIL .COM
REPORT & DASHBOARD ANALYSIS
Analytics will improve performance of your business by
categorizing, predicting and highlighting only meaningful
information of data stored in your Vtiger CRM. You need not
have to depend much upon traditional theories as Vtiger CRM
provides you data intelligence and complete analysis of data through Reports, Dashboards and Home page widgets.
BOYSPI@GMAIL .COM
ACTIVITY MANAGEMENT
A typical day of a sales person includes managing, tracking and
following up activities that are scheduled to be done on present day. You can do all that with one single Calendar application in vtiger CRM
BOYSPI@GMAIL .COM
HOW TO CONFIGURATION Vtiger CRM
BOYSPI@GMAIL .COM
HOW TO CONFIGURATION VTIGER CRM • Install & Configuration server
• Update company profile
• Select Modules & Fields & Design Layout
• User Administration
• Create Workflows
BOYSPI@GMAIL .COM
INSTALL & CONFIGURATION SERVER
1. System Requirements
2. MYSQL Requirements
3. PHP Extensions
4. PHP Configuration
5. File Permissions
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1. SYSTEM REQUIREMENTS
Hardware: Hosted.
Web Server: Apache 2.0.40 or above.
Database: MySQL version 5.0.x
PHP:PHP 5.5.x through 5.6.x.
Web Browser: Firefox 1.5.x and above, IE7
Operating System: Debian 4.0/5.0, Centos, Ubuntu or Fedora
Core/6/9 or Windows
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2. MYSQL REQUIREMENTS
Please make sure to review MySQL configuration (my.cnf or server start
parameters)
SQL_MODE Should not have STRICT_TRANS_TABLE
ENGINE=InnoDB Should be available. (Turn off --skip-innodb)
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3. PHP EXTENSIONS
GD Mandatory Charts and graphs generation are dependent on this
library.
IMAP Mandatory Webmails Module is dependent on this library.
Zlib Mandatory
OpenSSL Optional Imap with OpenSSL should be enabled in case Mail
server needs to be connected via SSL
Curl Optional
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4. PHP CONFIGURATION
allow_call_time_pass_reference on
error_reporting E_WARNING & ~E_NOTICE & ~E_DEPRECATED
safe_mode off
display_errors on
file_uploads on
max_execution_time 600
memory_limit 64M
log_errors off
output_buffering on
register_globals off
short_open_tag On
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5. FILE PERMISSIONS
config.inc.php
tabdata.php
install.php
parent_tabdata.php
cache
cache/images/
cache/import/
storage/
install/
user_privileges/
Smarty/cache/
Smarty/templates_c/
modules/Emails/templates/
modules/
cron/modules/
test/vtlib/
backup/
Smarty/templates/modules/
test/wordtemplatedownload/
test/product/
test/user/
test/contact/
test/logo/
logs/
modules/Webmails/tmp/
Read and Write permissions should be enabled for user/group who owns webserver process
BOYSPI@GMAIL .COM
UPDATE COMPANY PROFILE
BOYSPI@GMAIL .COM
SELECT MODULES
Module Manager configuration tool is found under Settings. With
this you can enable, disable or control settings of vtiger CRM modules.
Modules are categorized as Standard (which are provided as a
core part of vtiger CRM), and Custom (which you have imported or
created) Studio -> Module Manager
BOYSPI@GMAIL .COM
SELECT MODULES
Edit Fields
Edit Workflows
Edit Picklist Values
Module Sequence Numbering
Setup Webforms
Edit Field Mapping ( Module Lead only)
BOYSPI@GMAIL .COM
SELECT FIELDS & DESIGN LAYOUT
Vtiger CRM offers a set of default fields. Fields and Layout
Editor feature enables you to create custom fields , rearrange fields,
edit field properties, and move fields inside and across blocks. The fields
you create are accessed by all users across your Vtiger CRM account,
unless you've defined permissions through Profiles.
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FIELD TYPE
Field Type Description Fields Information
Text To add text •Label: Provide field name
•Length: Provide field size
•Maximum Characters: 255
Decimal To add decimals •Label: Provide field name
•Length: Provide field size
•Decimal: Provide number of
decimal places
•Maximum Characters: 59
Integer To add integers •Label: Provide field name
•Length: Provide field size
•Maximum Characters: 255
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FIELD TYPE
Field Type Description Fields Information
Percent To add percentage •Label: Provide field name
Currency To add currency values •Label: Provide field name
•Length: Provide field size
•Maximum Characters: 255
Email To add email address •Label: Provide field name
Phone To add Phone number •Label: Provide field name
Pick List To add drop-down fields •Label: Provide field name
•Picklist values: Provide picklist
values
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FIELD TYPE
Field Type Description Fields Information
URL To add website address •Label: Provide field name
Check-Box Enable check-box for true.
Disable for false
•Label: Provide field name
Text Area To add long text •Label: Provide field name
Multi-Select Combo Box Add picklist field to select
multiple values
•Label: Provide field name
•Picklist Values: Provide picklist
values
Skype To add skype id •Label: Provide field name
Time To add time •Label: Provide field name
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FIELD PROPERTY
Field Property Functionality
Mandatory field To make the field mandatory for the Users to
fill in
Active To enable or hide the field for all users
Quick Create To make the field available in Quick Create
popup
Summary View To display the field in summary view of the
record
Mass Edit To make the field available during mass edit
Default Value To set default value for the field
BOYSPI@GMAIL .COM
USER ADMINISTRATION
Vtiger CRM provides fine-grained access control capabilities
through the use of.
Profiles
Roles
Sharing rules
Users
Groups
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USER ADMINISTRATION
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PROFILES
Profiles are used to control actions that users can
perform on records. In addition, profiles can be used to
restrict access to specific fields, modules, and features such as
import, export, etc. When a profile is associated to a role, the
access rights defined in the profile will be applied across all
users in that role.
Creating Profiles
Defining Permissions
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PROFILES Disable or enable checkboxes to revoke or grant access to
appropriate operation(View, Create/Edit, Delete) on all available modules
in Vtiger CRM. For instance, if you do not want your sales reps to delete
records, you can disable Delete checkbox. As a result, your sales reps will be able to create/edit and view records but can't delete.
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ROLES
This feature enables you to create new roles for your
users to mimic your organization-wide hierarchy in Vtiger
CRM. Roles like CEO and Sales Manager are provided by default along with Vtiger CRM package.
BOYSPI@GMAIL .COM
USERS
Users are employees in your organization who can log
into their Vtiger CRM accounts, access information, and
perform tasks according to permissions that have been
defined to them. In Vtiger, admin users have the ability to
create user accounts. Vtiger CRM supports two types of users: admin users and standard users.
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GROUPS Groups can be combination on different users, roles,
roles and subordinates and groups within an organization.
Groups will help you to build teams to share common set of records.
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SHARING RULES Sharing Rules are used to configure data sharing rules across users in role hierarchy. In Vtiger CRM, the default access for CRM records is set to public, which enables everyone to see all records. When sharing rules are set to private, users can only view records assigned to them and records of users below them in role hierarchy. Sharing Rules also help you to set custom sharing rules to share data with specific role, role and subordinate, and group.
Private
Public Read only
Public Read, Create/Edit
Public: Read, Create/Edit, Delete
BOYSPI@GMAIL .COM
WORKFLOWS Workflows will streamline your business by automating
operations like sending emails, creating activities, updating
fields, etc. As tasks are performed automatically, you need not have to execute them manually.
BOYSPI@GMAIL .COM
SCHEDULE WORKFLOW
You'll need to provide basic details that include
selecting a module and scheduling workflow. Workflows gives
you the ability to perform different operations on the selected
module such as: sending an email, updating fields, creating a
whole new record in another module, creating an event or
todo, etc. This answers the question why should we select a
module here?. We will discuss the actions that are triggered by
the workflows in detail in Step-3.
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EXECUTE WORKFLOW
Only on the first save
Until the first time the condition is true
Every time the record is saved
Every time a record is modified
Schedule
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ADDING CONDITION
Workflows will be executed on the records in the
selected module. More often, you might only need to perform
operations on selected records in that module. This is where
conditions will come into play. Workflow will only be executed on the records that satisfy the condition specified by you.
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ADDING TASKS
The actions that should be executed with the help of
workflows can be configured through tasks, while previously
defined steps are just to provide directions and inputs.
Send Mail- To send an email notification
Invoke Custom Function - To update target fields of records in a module
when actions are performed on source field in a different module
Create Event- To create a new calendar event
Create To do- To create a new calendar task
Update fields- To updates field(s) of selected module
Create Entity- To create or update records when conditions are satisfied
on parent record
SMS Task - To send SMS notification
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VTIGER CUSTOMER PORTAL Contact & Calendar
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CUSTOMER PORTAL
Customer Portal enables self-service to your customers. They can
submit the Tickets in case of any issues. It helps you manage a healthy
Customer relationship. It also allows them to view the Knowledge
Base(FAQ), Invoice, Quotes, Products, Services, Documents, Contacts,
Accounts, Assets, and Projects which are related to him/her and his/her Organization, if enabled.
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HOW TO SET UP
Download code from sourceforge.net
https://sourceforge.net/projects/vtigercrm/files/vtiger%20CR
M%206.4.0/Add-ons/vtigercrm-customerportal-
6.4.0.zip/download
Extract zip file to your server
Config file config.inc.php in you vtiger crm
Line 87
$PORTAL_URL = 'http://localhost/customerportal';
Config file PortalConfig.php in you customer portal
Server vtiger path $Server_Path = "http://localhost/vtigercrm/";
Your portal path $Authenticate_Path = "http://localhost/customerportal/";
BOYSPI@GMAIL .COM
HOW TO
Click CRM Settings
Click 'Other Settings' drop-down in the left
Click Customer Portal. You can click on pin icon next to
it to add a shortcut to your settings home page
Set up Customer Portal according to your Organization's
requirements
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GENERATE USER FOR YOU CUSTOMER
Click Contacts tab. You can find it under All dropdown on
menu bar
In the create view of new contact record, or edit view of
existing record, enable the check-box Portal User
Provide Support Start Date and End date; your customers
will only be able to login within span of Support Start and
End dates
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VTIGER CONFIG SCHEDULE Contact & Calendar
BOYSPI@GMAIL .COM
CONFIG FOR WINDOWS
Config file cron/vtigercron.bat
set VTIGERCRM_ROOTDIR=“C:\xampp\htdocs\vtigercrm"
set PHP_EXE="C:\xampp\php\php.exe"
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CONFIG WINDOW SCHEDULE
Start -> Accessories -> System tool -> Task Scheduler
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CONFIG WINDOW SCHEDULE
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CONFIG WINDOW SCHEDULE
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CONFIG WINDOW SCHEDULE
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CONFIG WINDOW SCHEDULE
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VTIGER
INTEGRATION GOOGLE Contact & Calendar
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VTIGER INTEGRATION GOOGLE FLOW
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VTIGER INTEGRATION GOOGLE
Go to https://console.developers.google.com/
Create New Project
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VTIGER INTEGRATION GOOGLE
Create Credentials
Select Oauth Clien ID.
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VTIGER INTEGRATION GOOGLE
Configure consent screen
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VTIGER INTEGRATION GOOGLE
Select Application type
Web application
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VTIGER INTEGRATION GOOGLE
BOYSPI@GMAIL .COM
VTIGER INTEGRATION GOOGLE
Authorized JavaScript origins: crm url ของคณุ
Authorized redirect URIs: ใช้ 2 URL
Google Calendar
Sync: http://{$site_URL}/index.php?module=Google&vie
w=List&operation=sync&sourcemodule=Calendar&servi
ce=GoogleCalendar
Google Contacts
Sync: http://{$site_URL}/index.php?module=Google&vie
w=List&operation=sync&sourcemodule=Contacts&servi
ce=GoogleContacts
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VTIGER INTEGRATION GOOGLE
Get Client ID & Client secret
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VTIGER INTEGRATION GOOGLE
Update google config in Vtiger
Vtiger/modules/Google/connectors/Config.php
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VTIGER INTEGRATION GOOGLE
Synchronize
Go to Contacts module
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VTIGER INTEGRATION GOOGLE
Sync Contact vtiger & google
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VTIGER CONFIG THAIBULKSMS
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VTIGER CONFIG THAIBULKSMS
Copy file thaibulksms.php to
vtiger/Modules/SMSNotifier/providers/
To to CRM Settings -> Module Management
Click Setting on Module SMSNotifier
Click Server Configuration
Click New Configuration
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RITTICHAI SUFU
E-mail : [email protected]
Line ID : boyspi
Telephone : 080-0323952
Website :
www.crm.int.h
www.marnoi.net
Fan page : www.facebook.com/crm.in.th
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Thank you.
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