Customer Relationship Management

Customer relationship management (CRM) is the process of managing interactions with existing as well as past and potential customers. It is one of many different approaches that allow a company to manage and analyse its own interactions with its past, current and potential customers. It uses data analysis about customers’ history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

Vincent Soumoy works and suggests you to work with EspoCRM.

Use a CRM to improve sales productivity

Sales Automation

  • Leads. Converting Lead to Opportunity/Account/Contact.
  • Opportunities. Potential sales in CRM.
  • Accounts. Each account is a central record in B2B model.
  • Contacts. Contact can be related to multiple Accounts with specific roles of relationships.
Sales

Calendar

  • Meetings
  • Calls
  • Tasks
  • Sending invitations to attendees.
  • Google Calendar Sync
  • Outlook Calendar Sync
  • Shared Calendar. User can see schedules of coworkers.
Calendar"

Emails

  • Email Accounts. Automatic archiving emails from personal or group IMAP accounts. Incoming emails automatically get linked to corresponding records.
  • Outbound Emails
  • Email Templates
  • Email Folders
  • Email Signature
  • Email Filters
  • Mass Email
  • Multiple email addresses per record.
Emails

Social

  • Activity Stream. Feed where changes and new additions of followed records are shown.
  • Follow Button. User can follow particular record. Records one creates or those that got assigned to one are followed automatically.
Stream

Customer Support

  • Cases
  • Email-to-Case
  • Customer Portal
  • Knowledge Base

Documents

  • Attaching document files & Document Folders

Inventory Management

  • Products, Quotes, Sales Orders and Invoices

Telephony

  • VoIP integration
  • Multiple phone numbers per record. Different types of phone numbers (Mobile, Office, Fax, etc.).

Analytics

  • Reports. Allow users to see gathered information about business.
Reports

Workflows

  • Business Process Management. BPM tool. Provides an ability to model and automate business processes.
  • Workflows. Actions can be triggered if specific conditions are met. Available actions: send email, update record, create new record, create notification, assign record by specific rule.

Many other capabilities….

  • Export to Excel
  • Export to CSV
  • Printing to PDF
  • Campaigns
  • Mass Email Marketing
  • Customization
  • Users Administration
  • …