An overview of the benefits, key features and operations of Customer Relationship Management systems, and a demo of the free open source X2CRM system. Presented for the Free Open Source Business Apps group on 8 Aug 2013.

1. X2CRM workshop
Russell Searle
Principal Consultant, Psicom
Melbourne Joomla! User Group
27 March 2013
Free Open Source Business Apps group
8 Aug 2013

2. What is a CRM?
A CRM system organises and automates:
• Customer and stakeholder relationships
• Marketing
• Sales
• Customer service
• Technical support

3. CRM benefits
• Grow your customer base
• Improve income per customer
• Improve customer loyalty and
retention
• Improve cross-selling and
up-selling
• Grow sales, margins,
profitability, market share

4. CRM activities
• Manage contacts and leads
• Measure and grow your sales performance
• Measure and build your marketing effort
• Engage your customers
• Manage customer service
• Manage quotes and invoices
• Monitor operations and teams

5. CRM features
• Contacts
• Leads and Opportunities
• Marketing
• Accounts
• Activities
• Pipeline
• Service
• Social media
• Workflow

6. Pipeline
• Define your sales process
• Capture and progress opportunities
• Estimate deal value and probability of conversion
• Pipeline value = 1
𝑛
(value ∗ probability)

7. Marketing
• Build target lists
• Create campaigns
• Write newsletters
• Design offers
• Call to action
• Distribute offers
• Track responses
• Automate flow

8. Demo / Q&A