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.

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

5. 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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6. Why CRM?
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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.

12. Product – Screenshots - Main
Track sales pipeline
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13. Product – Screenshots - Reports
Track leads and sales
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14. Product – Screenshots - Action
Immediate Action – No delays
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15. Product - Dashboards
Easy tracking of sales pipeline
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16. Product - Dashboards
Track marketing campaign effectiveness
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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