Tuesday, February 11, 2014

Istilah dalam CRM

  • Lead: A lead is a prospective customer. In a CRM system, prospective customers are first entered into the system as leads. You may collect leads from your marketing events such as conference, advertisement, trade show etc. The goal is to convert a lead into a customer. Not all leads will result in a sale and be converted into a customer. This lead will contain all the information about the contact or the account available at this sales stage.
  • Potential: (also known as Opportunity):A potential is an opportunity to make a sale, i.e. a potential sale. When you determine a lead could generate a potential sale, the Lead will be converted to a Potential. In addition, an Account and Contact entries for this lead will be automatically created in the CRM system. Each businesses will determine when a lead should be converted to a potential. For example, a business may decide a lead that requests a quote can be converted to a Potential. The Lead entry will be deleted to avoid confusion and duplicate entries. All the information collected for the Lead is still available in the CRM system, but will now be presented in records for Contact, Account or Potential.
  • Account: An Account is a customer account record for a customer or prospective customer. When a Lead is converted to a Potential, an Account for the prospective customer is automatically created in the CRM system.
  • Contact: A Contact is the contact information for a given customer or prospective customer. When a Lead is converted to a Potential, a Contact for the prospective customer is automatically created in the CRM system.
  • Quotes: A Quote is a records information for a sales quotation, i.e. price, quantities, and other terms, for a potential sale to prospects. The CRM system supports you in the creation of quotes for potential customers. A quotation can be created for a Potential, for easy and automatic transfer of the customer data to the quote.
  • Purchase Order: A purchase order (PO) is a commercial document issued by a buyer to a seller, indicating types, quantities, and agreed prices for products or services the seller will provide to the buyer. The Purchase Order is a formal notification and approval for a customer order, and kicks off the next stage in the sales process when the PO is received.
  • Sales Order: A Sales Order is a document used internally by businesses to track and complete a customer order. A sales order may be for products and/or services. A CRM system allows you to record and manage Sales Orders and related information as part of your sales process. Once a quotation is approved, a Sales Order can be created directly from a Quote detail view. All the relevant data from existing records will be automatically populated in the Sales Order.
  • Invoice: An invoice is a commercial document issued by a seller to the buyer, indicating the products, quantities, and agreed prices for products or services the seller has provided the buyer. Once a quotation is approved, an Invoice can be created directly from a Quote detail view. All the required data will be automatically added to the Invoice.
  • Campaign: A Campaign (or Marketing Campaign) is a marketing effort to increase sales through a set of marketing activities. The goal of this effort is often to generate new leads and help convert them to new sales. A campaign can have other goals, e.g. improve the awareness or brand of the company. A CRM system can help manage, execute and monitor marketing campaigns.
  • Product: A Product is a business offering from a business to it's customers. A CRM system allows a business to record it's Products and related information so that sales staff and other CRM users can use product information fully and correctly in their business activities.
  • Vendor: A Vendor is a supplier of a product. The Inventory Management portion of a CRM system allows tracking of inventory being supplied by multiple Vendors.
  • Price Books: A Price Book is a named collection of products and pricing created to serve a specific purpose, e.g. a segment of the market. For example, a business may have a Price Book for government sales, where prices are discounted, or include additional charges. Price Books in a CRM system allow sales staff to more easily quote prices when serving different types of customers that need differentiated pricing strategies.
  • Trouble Ticket (sometimes called Service Request): A Trouble Ticket is a record of information related to a customer issue or service request. A CRM System, as well as many other Help Desk and Issue Tracking systems, use Trouble Tickets to capture, track, and manage, customer issues or service requests.
  • Security Administration: The user security administration functions are the core of CRM security management, and are used to control the access to the CRM system for each user. vtiger CRM provides a privilege system that allows you to control who can view, edit, delete or create each type of CRM data. Roles, Profiles, and Groups, are used to make it easier to manage privileges for multiple users and managers, and eliminates the need to setup each privilege individually for each user. Instead, you can setup privileges for a Profile, and use the Profile for multiple users and Roles. Roles are organized hierarchically and a user can have multiple Roles, which provides an efficient way to assign privileges to users and managers performing multiple functions.
  • Profiles: Profiles are a set of security privileges for executing CRM operations, and can be assigned to users. Profiles make it easier to control detailed security privileges without having to specify them individually for each user. Specific security privileges can be granted once in a Profile, and then assigned to users as needed.
  • Roles: Role based security allows security setup using hierarchical roles that capture user and manager responsibilities in an organization. Each Role is primarily one or more Profiles, i.e. a set of security privileges. These Roles are then assigned to users. Security administration with role based security consists of determining the operations that must be executed by persons in particular jobs, and assigning Roles to users as needed.
  • Groups: In addition to restricting security privileges for each type of data, vtiger CRM provides some security control to permit access to specific subsets of data. For example, you may need to setup access to data for a specific customer account so that specific people can see the data. For better manageability, the CRM allows to collect users and Roles in Groups. Specific data, e.g. a specific Account, can be assigned to the group so that everyone in the group has accesses to that data.
  • Sharing Access: Sharing Access controls are used to determine what level of data sharing is enabled between users, e.g. can one salesperson see another's leads. By default the sharing access settings may allow all users to see all CRM records, even if the record is not assigned to them. Sharing Access allows you to restrict or allow such access for each type of CRM data.
  • Field Access: Field Access is used to control visibility of specific fields in each module to users of the module. You can use this function to either show or hide particular fields to the entire organization. Default field access settings include custom fields you may have created before. By default it is configured to display all data provided in the CRM system.
  • Tag Cloud: Tag Clouds are a convenience for CRM data access that has been tagged with labels. They are designed to improve the usability of the CRM by making it easier to access. They help to categorize the records based on a user's requirement from categories set by the CRM system. Tag Clouds are used to pool objects based on subjective or other values.
  • Calendar Reminder: Each user can activate an activity reminder function by setting a reminder interval in My Preferences. If activated a popup browser window will be displayed every time an activity is due. The popup window displays the time, status, and subject of an activity. It offers you the options to postpone or to close a reminder message. If postponed the message will popup again after the next reminder interval until it is closed.
  • Chat Functionality: The chat functions offered by the CRM provides instant messaging capabilities in a form of real-time communication between two or more CRM users. The CRM offers public as well as a private chat capabilities in so-called chat rooms. The public chat allows all CRM users to share a common chat room where each user can read all messages and can contribute if desired. The private chat room serves as a platform for the communications between two users.


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