This document provides information about setting up and configuring a CRM system using Vtiger CRM. It discusses installing and configuring the Vtiger server, updating company profiles, selecting modules and customizing fields and layouts, setting up user administration features like profiles, roles, and permissions, and best practices for implementation.

1. BOYSPI@GMAIL.COM

2. 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
BOYSPI@GMAIL.COM

3. CRM, MARKETING PRINCIPLES.
Existing Sales and Marketing Problems:
Sales
Marketing
Management
System A
System B
System C
System ..
Target LeadsTracking Report1. Lot of Manual processes
2. Data Inconsistency
3. High risk of Human error
BOYSPI@GMAIL.COM

4. 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.
BOYSPI@GMAIL.COM

5. 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.
BOYSPI@GMAIL.COM

6. 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
BOYSPI@GMAIL.COM

7. CRM ARCHITECTURE
BOYSPI@GMAIL.COM

8. BEST PRACTICES FOR CRM IMPLEMENT
BOYSPI@GMAIL.COM

9. HOWTO SET UP
CRM System forYour
BOYSPI@GMAIL.COM

10. CREATE A CRM STRATEGY & DEFINEYOUR
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
BOYSPI@GMAIL.COM

11. CONSIDERTHE CUSTOMER LIFECYCLE
BOYSPI@GMAIL.COM

12. PRIORITIZEYOUR 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.
BOYSPI@GMAIL.COM

13. DEFINEYOUR 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.
BOYSPI@GMAIL.COM

14. ORGANIZE CHART
Officer
Manager
Vice President
CEO CEO
Sale
HO
Officer A Officer B
Up country
Officer
Marketing
HO
Officer
BOYSPI@GMAIL.COM

15. 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
BOYSPI@GMAIL.COM

16. SELECTTHE RIGHT CRMTOOL/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.
BOYSPI@GMAIL.COM

17. CRM CRITERIA
BOYSPI@GMAIL.COM

18. SELECTTHE RIGHT CRM TOOL/SYSTEM
 Zoho
 Salesforce
 SugarCRM
 17 Hats
 Vtiger
 Capsule CRM
 Other
BOYSPI@GMAIL.COM

19. 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.
BOYSPI@GMAIL.COM

20. 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).
BOYSPI@GMAIL.COM

21. TRAINYOUR 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.
BOYSPI@GMAIL.COM

22. 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
BOYSPI@GMAIL.COM

23. VTIGER CRM 6.4
BOYSPI@GMAIL.COM

24. WHAT ISVTIGER 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
BOYSPI@GMAIL.COM

25. WHAT NEWVTIGER CRM 6.4
 New Layouts
 40+ bug fixes
 Fix SQL Injection & XSSVulnerability
 Errors in Currencies List
 Lead Mapping Issues
 New API
 Support Responsive
BOYSPI@GMAIL.COM

26. VTIGER CRM FEATURE
Sales force Automation
Marketing Automation
Inventory Automation
Customer Services
Report & Dashboard Analysis
Activity Management
BOYSPI@GMAIL.COM

27. 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.
BOYSPI@GMAIL.COM

28. 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 throughWeb forms.
BOYSPI@GMAIL.COM

29. 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.
BOYSPI@GMAIL.COM

30. 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.
BOYSPI@GMAIL.COM

31. REPORT & DASHBOARD ANALYSIS
Analytics will improve performance of your business by
categorizing, predicting and highlighting only meaningful
information of data stored in yourVtiger CRM.You need not
have to depend much upon traditional theories asVtiger CRM
provides you data intelligence and complete analysis of data
through Reports, Dashboards and Home page widgets.
BOYSPI@GMAIL.COM

32. 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
BOYSPI@GMAIL.COM

33. HOW TO
CONFIGURATION
Vtiger CRM
BOYSPI@GMAIL.COM

34. HOW TO CONFIGURATION VTIGER CRM
• Install & Configuration server
• Update company profile
• Select Modules & Fields & Design Layout
• User Administration
• Create Workflows
BOYSPI@GMAIL.COM

35. INSTALL & CONFIGURATION SERVER
1. System Requirements
2. MYSQL Requirements
3. PHP Extensions
4. PHP Configuration
5. File Permissions
BOYSPI@GMAIL.COM

36. 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 orWindows
BOYSPI@GMAIL.COM

37. 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)
BOYSPI@GMAIL.COM

38. 3. PHP EXTENSIONS
 GD Mandatory Charts and graphs generation are dependent on this
library.
 IMAP MandatoryWebmails 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
BOYSPI@GMAIL.COM

39. 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
BOYSPI@GMAIL.COM

40. 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 andWrite permissions should be enabled for user/group who
owns webserver process
BOYSPI@GMAIL.COM

41. UPDATE COMPANY PROFILE
BOYSPI@GMAIL.COM

42. 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
BOYSPI@GMAIL.COM

43. SELECT MODULES
 Edit Fields
 EditWorkflows
 Edit PicklistValues
 Module Sequence Numbering
 SetupWebforms
 Edit Field Mapping ( Module Lead only)
BOYSPI@GMAIL.COM

44. 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 yourVtiger CRM account,
unless you've defined permissions through Profiles.
BOYSPI@GMAIL.COM

45. 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
•Length: Provide field size
•Decimal: Provide number of
decimal places
•Maximum Characters: 59
Integer To add integers •Label: Provide field name
•Length: Provide field size
•Maximum Characters: 255
BOYSPI@GMAIL.COM

46. FIELD TYPE
Field Type Description Fields Information
Percent To add percentage •Label: Provide field name
Currency To add currency values •Label: Provide field name
•Length: Provide field size
•Maximum Characters: 255
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
BOYSPI@GMAIL.COM

47. FIELD TYPE
Field Type Description Fields Information
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
•PicklistValues: Provide picklist
values
Skype To add skype id •Label: Provide field name
Time To add time •Label: Provide field name
BOYSPI@GMAIL.COM

48. 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
SummaryView To display the field in summary view of the
record
Mass Edit To make the field available during mass edit
DefaultValue To set default value for the field
BOYSPI@GMAIL.COM

49. USER ADMINISTRATION
 Vtiger CRM provides fine-grained access control capabilities
through the use of.
 Profiles
 Roles
 Sharing rules
 Users
 Groups
BOYSPI@GMAIL.COM

50. USER ADMINISTRATION
BOYSPI@GMAIL.COM

51. 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
BOYSPI@GMAIL.COM

52. PROFILES
Disable or enable checkboxes to revoke or grant access to
appropriate operation(View, Create/Edit, Delete) on all available modules
inVtiger 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.
BOYSPI@GMAIL.COM

53. ROLES
This feature enables you to create new roles for your
users to mimic your organization-wide hierarchy inVtiger
CRM. Roles like CEO and Sales Manager are provided by
default along withVtiger CRM package.
BOYSPI@GMAIL.COM

54. USERS
Users are employees in your organization who can log
into theirVtiger CRM accounts, access information, and
perform tasks according to permissions that have been
defined to them. InVtiger, admin users have the ability to
create user accounts.Vtiger CRM supports two types of users:
admin users and standard users.
BOYSPI@GMAIL.COM

55. 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.
BOYSPI@GMAIL.COM

56. SHARING RULES
Sharing Rules are used to configure data sharing rules
across users in role hierarchy. InVtiger 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
BOYSPI@GMAIL.COM

57. 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.
BOYSPI@GMAIL.COM

58. 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.
BOYSPI@GMAIL.COM

59. 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
BOYSPI@GMAIL.COM

60. 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.
BOYSPI@GMAIL.COM

61. 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
 CreateTo 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
 SMSTask - To send SMS notification
BOYSPI@GMAIL.COM

62. VTIGER CUSTOMER
PORTAL
Contact & Calendar
BOYSPI@GMAIL.COM

63. CUSTOMER PORTAL
Customer Portal enables self-service to your customers.They can
submit theTickets 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.
BOYSPI@GMAIL.COM

64. 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/";
BOYSPI@GMAIL.COM

65. 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
BOYSPI@GMAIL.COM

66. GENERATE USER FORYOU 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
BOYSPI@GMAIL.COM

67. VTIGER CONFIG
SCHEDULE
Contact & Calendar
BOYSPI@GMAIL.COM

68. CONFIG FOR WINDOWS
 Config file cron/vtigercron.bat
 setVTIGERCRM_ROOTDIR=“C:xampphtdocsvtigercrm"
 set PHP_EXE="C:xamppphpphp.exe"
BOYSPI@GMAIL.COM

69. CONFIG WINDOW SCHEDULE
 Start -> Accessories -> System tool ->Task Scheduler
BOYSPI@GMAIL.COM

70. CONFIG WINDOW SCHEDULE
BOYSPI@GMAIL.COM

71. CONFIG WINDOW SCHEDULE
BOYSPI@GMAIL.COM

72. CONFIG WINDOW SCHEDULE
BOYSPI@GMAIL.COM

73. CONFIG WINDOW SCHEDULE
BOYSPI@GMAIL.COM

74. VTIGER
INTEGRATION
GOOGLE
Contact & Calendar
BOYSPI@GMAIL.COM

75. VTIGER INTEGRATION GOOGLE FLOW
BOYSPI@GMAIL.COM

76. VTIGER INTEGRATION GOOGLE
 Go to https://console.developers.google.com/
 Create New Project
BOYSPI@GMAIL.COM

77. VTIGER INTEGRATION GOOGLE
 Create Credentials
 Select Oauth Clien ID.
BOYSPI@GMAIL.COM

78. VTIGER INTEGRATION GOOGLE
 Configure consent screen
BOYSPI@GMAIL.COM

79. VTIGER INTEGRATION GOOGLE
 Select Application type
 Web application
BOYSPI@GMAIL.COM

80. VTIGER INTEGRATION GOOGLE
BOYSPI@GMAIL.COM

81. VTIGER INTEGRATION GOOGLE
Authorized JavaScript origins: crm url ของคุณ
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
BOYSPI@GMAIL.COM

82. VTIGER INTEGRATION GOOGLE
 Get Client ID & Client secret
BOYSPI@GMAIL.COM

83. VTIGER INTEGRATION GOOGLE
 Update google config inVtiger
 Vtiger/modules/Google/connectors/Config.php
BOYSPI@GMAIL.COM

84. VTIGER INTEGRATION GOOGLE
 Synchronize
 Go to Contacts module
BOYSPI@GMAIL.COM

85. VTIGER INTEGRATION GOOGLE
 Sync Contact vtiger & google
BOYSPI@GMAIL.COM

86. VTIGER CONFIG
THAIBULKSMS
BOYSPI@GMAIL.COM

87. 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
BOYSPI@GMAIL.COM

88. RITTICHAI SUFU
E-mail : boyspi@gmail.com
Line ID : boyspi
Telephone : 080-0323952
Website :
 www.crm.int.h
 www.marnoi.net
 Fan page : www.facebook.com/crm.in.th
BOYSPI@GMAIL.COM

89. Thank you.
BOYSPI@GMAIL.COM