The document discusses the transition from traditional CRM to vTiger BPM, covering its features, operational and analytical aspects, and enhancements for customer relationship management. It elaborates on the functionalities of vTiger, including automation, customer interaction tracking, and customizability. Additionally, it explores marketing analytics techniques such as RFM (recency, frequency, monetary value) for analyzing customer behavior and highlights the evolution of CRM into broader xRM (anything relationship management).

1. FROM CRM TO VTIGER BPM 21th July 2009

2. Presentation Studio Synthesis CRM consulting Legal Compliance BPM Consulting Data Analysis Business Intelligence Cloud Computing Web 2.0

3. Presentation An expert is someone who: Is at least 100 km away from home Is not responsible for the advice he’s giving Shows slides

4. What is CRM ? CRM (Customer Relationship Management) are the concepts used by organizations to manage their relationships with customers. This includes Capturing Leads Storage and analysis of the customers, vendors and partners Internal information (organizational)

5. What is CRM ? Treating Differently Different Clients

6. CRM Ecosystem Operational aspect of CRM is automation to Customer’s processes including front office sales / service and marketing representative. Any customer interaction is recorded by CRM, so that any one can retrieve the customer information at anytime without having to interfere about interaction history Operational Aspect Collaborative Aspect Direct interaction with customers without interference of sales representative. Cost reduction and better customer services through automated voice response, email feedbacks, SMS, IVR etc. Analytical Aspect Analysis of Customer Data for purposes like optimizing marketing effectiveness, customer retention, behavioral analysis, decision making

7. vTiger Web-based application Programmed in php, flexible language Database open source: MySql Easy to install, implement, use, mantain Is it Operational Cooperational Analytical?

8. Operational CRM YES we can

9. Features, features, features Installation & Migration Process Changed Quick create option for Product module Support to Send mails to Vendors similar to Contacts/Leads/Acconts/Users Assign to Group option during Lead Conversion Mailing Quote, SO,PO PDF directly Add sorting functionality to all the fields in ListView Feedback and News link for Administrators on Home Page Support for Custom fields in Email templates Recylebin Feature Role based Custom Filters / Views

10. Features, features, features Installation & Migration Process Changed Quick create option for Product module Support to Send mails to Vendors similar to Contacts/Leads/Acconts/Users Assign to Group option during Lead Conversion Mailing Quote, SO,PO PDF directly Add sorting functionality to all the fields in ListView Feedback and News link for Administrators on Home Page Support for Custom fields in Email templates Recylebin Feature Role based Custom Filters / Views User Configurable ID for all modules (Different sequence numbering for modules) Popup Reminder support for Calendar Event Users filter for Calendar events in Calendar view Duplicate records merging feature Local Backup Feature (Similar to ftp backup) Multi-Currency Support for Inventory modules Documents module (Upgrade Notes module to basic Documents module) Home Page Customization Layout Editor Prev & Next button for ease navigation from Detailed view of a Record Option to re-arrange the products Mail Scanner Support for Custom Events in Calendar module Support for Custom Fields in Calendar module Eventing support Mass Edit feature

11. Features, features, features Installation & Migration Process Changed Quick create option for Product module Support to Send mails to Vendors similar to Contacts/Leads/Acconts/Users Assign to Group option during Lead Conversion Mailing Quote, SO,PO PDF directly Add sorting functionality to all the fields in ListView Feedback and News link for Administrators on Home Page Support for Custom fields in Email templates Recylebin Feature Role based Custom Filters / Views User Configurable ID for all modules (Different sequence numbering for modules) Popup Reminder support for Calendar Event Users filter for Calendar events in Calendar view Duplicate records merging feature Local Backup Feature (Similar to ftp backup) Multi-Currency Support for Inventory modules Documents module (Upgrade Notes module to basic Documents module) Home Page Customization Layout Editor Prev & Next button for ease navigation from Detailed view of a Record Option to re-arrange the products Mail Scanner Support for Custom Events in Calendar module Support for Custom Fields in Calendar module Eventing support Mass Edit feature Product Bundles Attachments for Faq Recurring Invoice Feature Record Change Indicator Asterisk Integration Webservices APIs [ Webservice Tutorial ] Workflow Manager Vtlib and Module Manager Global Add and Edit options for Role based Picklist values (Picklist Editor revamped) Accounts Hierarchy Email Status Tracking Vtiger – Gmail bookmarklet Reports module re-written (Security levels added) Tooltip manager for ListView fields Notes widget for Vtiger Home Page Import Enhancements Services and Service Contracts modules (Supports Services model) Formula Editor (Field Formulas – as extension module) Settings a CV as default per user basis

12. The case for (co)operational Web Leads: Collect data from web forms including any custom fields Limesurvey

13. The case for (co)operational MAPPING From LIMESURVEY To vtiger

14. The case for cooperational Email Campaigns FAX Campaigns PHPList

15. The case for analytics RFM is method used for analyzing customer behavior and defining market segments. It is commonly used in database marketing and direct marketing and has received particular attention in retail. RFM stands for * Recency - When was the last order? * Frequency - How many orders have they placed with us? * Monetary Value - What is the value of their orders?

16. The case for analytics Some good statistics From accounts and invoices To vtiger

17. The case for analytics Weightings used by RFM practitioners vary. For example some advocate adding the RFM score together – thus giving equal weight to each factor. Another weighting arrangement often used is, 3xR + 2xF + 1xM. So which to use? In reality, there are many other permutations of approaches that are being used today. Best-practice marketing analytics requires a fine mix of mathematical and statistical science, creativity and experimentation.

18. The case for analytics We used weighted percentiles. Just to begin the exploration… Creating a filter

19. The case for analytics We used weighted percentiles. Just to begin the exploration… Five stars

20. The case for analytics We used weighted percentiles. Just to begin the exploration… But here you’ll find gems All that is Gold does not Glitter

21. The case for analytics We used weighted percentiles. Just to begin the exploration… In the annual Product Listing Campaign our client saved 80% costs, delivering right messages to the right clients. Here you can cut costs

22. The case for BPM XRM (Anything Relationship Management) is the natural evolution of CRM (Customer Relationship Management). In today’s dynamic business environment companies demand the ability to manage anything, not simply relationships with customers.

23. The case for BPM Workers Prospect workers Training Resources assigned Internal Ticketing Compliance Org. Charts Deadlines Buy Orders Grades and career Destinations Digitalize anything

24. The case for BPM in a word processes

25. The case for BPM

26. vTigerCRM-BI BI is risky business…so we thought about SAAS A complete and fully managed BI application. You can focus on exploring your data, not managing infrastructure. Simplify how you deploy, deliver, and manage Business Data. Create report and OLAP analysis in a few hours and explore your data in a pre-built environment.