Vtiger for implementation

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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

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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

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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.

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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.

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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

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CRM ARCHITECTURE

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BEST PRACTICES FOR CRM IMPLEMENT

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HOW TO SET UP CRM System for Your

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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

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CONSIDER THE CUSTOMER LIFECYCLE

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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.

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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

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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.

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CRM CRITERIA

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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.

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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

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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.

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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.

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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.

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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.

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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.

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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

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HOW TO CONFIGURATION Vtiger CRM

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HOW TO CONFIGURATION VTIGER CRM • Install & Configuration server

• Update company profile

• Select Modules & Fields & Design Layout

• User Administration

• Create Workflows

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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

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UPDATE COMPANY PROFILE

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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

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SELECT MODULES

Edit Fields

Edit Workflows

Edit Picklist Values

Module Sequence Numbering

Setup Webforms

Edit Field Mapping ( Module Lead only)

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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


•Decimal: Provide number of

decimal places


Integer To add integers •Label: Provide field name



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FIELD TYPE


Percent To add percentage •Label: Provide field name

Currency To add currency values •Label: Provide field name



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


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

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https://wiki.vtiger.com/vtiger6/index.php/Summary_View

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.

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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

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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.

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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/";

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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

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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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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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Create Credentials

Select Oauth Clien ID.

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Configure consent screen

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Select Application type

Web application

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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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Get Client ID & Client secret

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Update google config in Vtiger

Vtiger/modules/Google/connectors/Config.php

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Synchronize

Go to Contacts module

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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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Vtiger for implementation

Technology

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