What is CRM Customer Relationship Management CRM is

What is CRM ? Customer Relationship Management (CRM) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized and efficient manner. In many cases, an enterprise builds a database about its customers. This database describes relationships in sufficient detail so that management, salespeople, and customer service reps can access information; match customer needs with product plans and offerings; remind customers of service requirements; know what other products a customer had purchased; etc.

There are three parts of application architecture of CRM. 1. Operational CRM means supporting the so-called "front office" business processes, which include customer contact (sales, marketing and service). Tasks resulting from these processes are forwarded to employees responsible for them, as well as the information necessary for carrying out the tasks and interfaces to back-end applications are being provided and activities with customers are being documented for further reference.

2. Analytical CRM In analytical CRM, data gathered within operational CRM are analyzed to segment customers or to identify crossand up-selling potential. Data collection and analysis is viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analysis and decisions. Business Intelligence offers some more functionality as separate application software. 3. Collaborative CRM facilitates interactions with customers through all channels (personal, letter, fax, phone, web, email) and supports co-ordination of employee teams and channels. It is a solution that brings people, processes and data together so companies can better serve and retain their customers. The data/activities can be structured, unstructured, conversational, and/or transactional in nature.

Bee CRM Benefits How can Bee CRM help your business?

Why use Bee CRM? Bee CRM can help your business streamline interactions with your customers, to maximize sales and improve customer service.

Lead Management �Maximize business from your leads �Assign ownership, drive results �Convert to prospects and manage sales pipeline.

Drive Sales Productivity • • Manage accounts, contacts, and opportunities Help sales team organize activities and follow up Get full picture and improve performance Streamline your sales engine, increase business

Marketing Campaigns �Manage marketing campaigns �Run personalized mass email campaigns on subsets of your contacts database �Track campaign effectiveness

Inventory, Quotes, Invoices �Track inventory and targeted price books �Generate and track quotes and sales orders �Generate and manage invoices �Streamline order processing and fulfillment

And other tools �Role hierarchy to ensure proper level of access for various users in the organization �Drill-down dashboards and reports to get an instant picture of your business �And much more. . .

Summary Use Bee CRM to manage : �leads, accounts, and contacts �sales opportunities �marketing campaigns �customer support and service �inventory, quotes and invoices �security, reports, dashboards, and more

Bee CRM User Guide :

�You can also use ‘standarduser’ with a password ‘standarduser’

Home Page contains : �Main Menu. �Home Page Dashboard which provides a general overview about all entities in Bee CRM. �Top 5 Accounts , Opportunities and Invoices.

Bee CRM Modules �Marketing Automation : q Campaign Management

q E-mail Marketing

�Sales Force Automation q Account Management

q Contact Management

q. Lead Management

�Manage leads end-to-end (from creating leads to converting them into opportunities) �Convert leads into sales opportunities, accounts, and contacts with a single-click �Lead conversion mapping for all the custom fields �Create fully customizable lead reports �Qualify leads to next stage based on information captured in lead details

q. Reports & Dashboards �Pre-build reports for sales force automation �Sales pipeline analysis by stage �Monthly Sales pipeline analysis �Sales opportunities by lead source �Drill-down the dashboards by time and opportunity stage

Dashboards

q. Security and User Management Two built in users have access to Bee CRM but with different security settings , ’admin’ user has access to every part of Bee CRM, and allowed to create new users and change their security settings through the settings option in the main menu the following figure shows how a wizard helps the admin user to create new users , and check how many users are in Bee CRM.

The END. Introduced By : Osama Y. Zaroor Mohamad I. Malalha Supervised By : Dr. Anas To’mi. An-Najah National University.