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.
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)