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X2CRM workshop

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Russell Searle
Russell Searle

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.

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X2CRM workshop Russell Searle Principal Consultant, Psicom Melbourne Joomla! User Group 27 March 2013 Free Open Source Business Apps group 8 Aug 2013
What is a CRM? A CRM system organises and automates: • Customer and stakeholder relationships • Marketing • Sales • Customer service • Technical support
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
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
CRM features • Contacts • Leads and Opportunities • Marketing • Accounts • Activities • Pipeline • Service • Social media • Workflow
Pipeline • Define your sales process • Capture and progress opportunities • Estimate deal value and probability of conversion • Pipeline value = 1 𝑛 (value ∗ probability)
Marketing • Build target lists • Create campaigns • Write newsletters • Design offers • Call to action • Distribute offers • Track responses • Automate flow
Demo / Q&A

More Related Content

X2CRM workshop

  • 1. X2CRM workshop Russell Searle Principal Consultant, Psicom Melbourne Joomla! User Group 27 March 2013 Free Open Source Business Apps group 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)
  • 7. Marketing • Build target lists • Create campaigns • Write newsletters • Design offers • Call to action • Distribute offers • Track responses • Automate flow