This document discusses CRM (customer relationship management) and the VTiger CRM product. It defines CRM as a process for developing stronger customer relationships by learning more about customer needs and behaviors. The document outlines reasons for using CRM, including operational efficiencies, increased revenues, and lower customer acquisition costs. It provides screenshots and describes features of the VTiger CRM product, including contact management, sales pipeline tracking, and mobile access. Finally, it lists some large companies that use VTiger CRM.
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VTiger CRM Overview Explains Benefits of Customer Relationship Management
1. Syed Asim Zaman
Consultant / Technology Integration Specialist
050-4400274 / 050-6447631
asim@g3itcon.com
G3 IT Consultants (businessware-tech.com)
2. Table of Content
What is CRM
Why CRM?
General Overview
Operational reasons
Financial reasons
Product features
VTiger Access Options
Product
Benefits and Features
Screenshots
Who uses VTiger?
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3. What is CRM
CRM stands for Customer Relationship Management.
A process used to learn more about customer’s needs
and behaviors for developing stronger relationships.
The CRM should provide at least basic information
about your clients, and the people you work with at
those companies.
A way to show that you value your clients.
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4. What is CRM
Email Analytics
Web
BackOffice
Customers Call Center Customer
Information
Field
Marketing
Partner
7. Why CRM – General Overview
Track the process from Leads to Sales Orders
Gain insight into the behavior of the customers and the
value of those customers
Provide better customer service
Increase business revenues
Discover new customers
Simplify marketing and sales processes
Helps sales staff close deals faster
Make call centers more efficient
Company can get continuous feedback
Cross selling products more effectively
Sales Force Automation and Marketing Automation
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8. Why CRM – Operational Reasons
Having multiple offices and/or mobile workers and need to
share and manage customer information from all sources.
You are losing potential business due to improper handling of
calls, emails, no follow-ups and long delays.
Do you know? “How many leads you have now and estimated
earnings”.
Is your marketing paying off? “What is the cost of marketing
campaign and how many leads & revenue expected”.
Managing too many excel sheets for leads, meetings and
follow-ups etc...
Your business contacts are scattered in business card holders,
emails, paper clips and laptops.
Who is responsible for particular lead now and after 2 weeks?
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9. Why CRM – Financial Reasons
It typically costs 5-10 times as much to acquire a new customer as it does to
retain an existing one.
“Some companies can boost profits by almost 100% by retaining just 5%
more of their existing customers.” Harvard Business Review (Reicheld &
Sasser)
A recent McKinsey study showed that the average new customer spends
$24.50 at a given web site in the first 3 months as a shopper. The average
repeat customer spends $52.50 every 3 months.
Most companies lose 50% of their customers in 5 years (Harvard
University)
On average only 15% of a site’s customers consider themselves loyal to it.
The loyalty rating among people who had experienced a problem was only
6%. Customers who had not experienced problems indicated a customer
loyalty rating of 19%. The loyalty rating among customers who had
experienced problems but were satisfied with the way they were handled:
21%. (Digital Idea)
70% of repeat purchases are made out of indifference to the seller, NOT
loyalty. (eLoyalty)
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10. Product - Features
Contact Management: Manage leads and clients (accounts)
Track Activities: To DOs, shared calendar, calls and events
Sales-force automation: Lead capture and the promotion of leads to
Opportunities.
Opportunity tracking: Track the sales stage and percentage likelihood.
Sales pipeline tracking: Use graphical charts with one click access to
underlying data.
Lead source analysis of sales and opportunities
Creating quotations for clients
Service case tracking: There are also other service/support capabilities
such as tracking software bugs, and managing support contract renewals.
Corporate calendar management: This can be used for arranging
meetings.
Corporate directory: This can be used for contacting fellow employees.
Document management and revision control: This helps in managing
and retaining reference copies of important corporate documents
11. VTiger Access Options
Intranet
PC with browser Internet Internal VTiger
Hosted VTiger
Smartphone with
browser
Smartphone with
VTiger App.
17. Product – In your mobile
Always remain connected with clients
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18. Who uses VTiger?
NYSE Euronext,
German Postbank
Aegon
Daimler Chrysler
IKEA
SIXT
SONY
Boeing
And More…
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19. SMS promotion & marketing
Combined with CRM. SMS marketing is one of the
most cost effective way to reach your customer,
when you need to.
Putting forward special offers and promotions
Games and prize draws
Selling unsold tickets
Capturing numbers – collecting data
We do provide bulk SMS services as well.
www.TixOS.com
20. Move on to
Better customer service
Systematic handling of leads & marketing campaigns
Marketing Automation
Sales Force Automation
Integration ready platform. A complete solution
Integrated with Telephony, Fax Server, Email Server,
Fixed Mobile Terminal (FMT) and much more when
you need it.
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21. Call us now for a no-cost on-site demo and presentation.
Syed Asim Zaman
asim@g3itcon.com / 050-4400274