Syed Asim Zaman

Consultant / Technology Integration Specialist

050-4400274 / 050-6447631

asim@g3itcon.com

G3 IT Consultants (businessware-tech.com)

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? 17/1/2011 2

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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BackOffice Customer

Information

Analytics

Marketing

Web

Call Center

Field

Partner

Customers

Email

What is CRM

What is CRM, Its the “Customer” Know the Customer?

Problems, Pains, Fears, Needs, Wants, Likes, Goals, Influences, Relationships, Affiliations, Alliances, Experiences, Aspirations, Options, Expectations, Questions, Knowledge, Skills, Activities, Attention, Communications, Interactions, Emotions, Memories, Satisfaction, Perceptions, Beliefs, Admirations, Attitudes, Opinions, Values, Learning, Ideas, Motivations, Objections, Priorities, Choices, Behaviors, Personality, Self-Concepts, Trust, Loyalty, Attention, Recognition, Time, Energy, Risks, Investments, Rewards, ROI, Lifestyle, Lifecycle Stage, Social Class, Culture, Sub-culture, Age, Family, Education, Hobbies, Interests…?

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Why CRM?

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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

Why CRM – General Overview

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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? 17/1/2011 8

Why CRM – Operational Reasons

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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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

VTiger Access Options

Intranet

Internet

Hosted VTiger

Internal VTiger PC with browser

Smartphone with browser

Smartphone with VTiger App.

Product – Screenshots - Main

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Track sales pipeline

Product – Screenshots - Reports

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Track leads and sales

Product – Screenshots - Action

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Immediate Action – No delays

Product - Dashboards

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Easy tracking of sales pipeline

Product - Dashboards

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Track marketing campaign effectiveness

Product – In your mobile

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Always remain connected with clients

Who uses VTiger? NYSE Euronext,

German Postbank

Aegon

Daimler Chrysler

IKEA

SIXT

SONY

Boeing

And More…

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www.TixOS.com

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.

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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Call us now for a no-cost on-site demo and presentation.

Syed Asim Zaman

asim@g3itcon.com / 050-4400274