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TNH NNG
Nhng tnh nng ca vtiger CRM
1. Bn hng t ng 4. Dch v h tr khch hng 7. Tip th qua mng
Qun l khch tim nng S c Qun l chin dch
Qun l khch hng v lin h Kin thc bn hng c bn Gi mail hng lot
Qun l c hi Dch v t ph v khch hng Biu mu email
Bo gi C s Tri thc Biu mu mail ghp
2. Qun l kho 5. Qun l hot ng 8. Cc tin ch
Danh b sn phm Vic cn lm, cuc gi, cuc gp Email khch hng
Bng bo gi S kin nh k Tin ch Outlook
Qun l nh cung cp Chia s lch lm vic Tin ch Office
Ha n mua hng Lch s hot ng Tin ch Thunderbird
Ha n bn hng Thng bo bng email Cng giao dch khch hng
Ha n Ghi ch Dch v cung cp thng tin RSS
3. Biu bo v biu 6. Hiu chnh 9. Qun l bo mt
H Thng s Trng t to Qun l ngi dng
Hiu chnh biu bo Danh sch la chn H s
20 biu bo xy dng sn Hin th danh sch hiu chnh V tr
20 biu xy dng sn Di chuyn Module Nhm
Th mc biu bo Cc loi tin t iu khin quyn truy cp



1. Bn hng t ng
T ng ha i ng bn hng (SFA) v h tr khch hng c t lu trong lnh vc CRM.
SFA h tr qu trnh bn hng ca doanh nghip nh qun l khch hng tim nng, qun l c
hi, qun l khch hng v quan h khch hng, qun l bn hng nh k, d bo bn hng,
phn tch bn hng, v nhng th khc.
1.1 Qun l khch hng tim nng
Qun l khch hng t u n cui (t lc l khch hng tim nng n khi chuyn
thnh c hi kinh doanh)
Nm bt khch hng trc tip thng qua web site v chuyn vo vtiger CRM
Hiu chnh biu mu khch trc tuyn ph hp vi nhu cu doanh nghip
Nhp khch hng t ngun bn ngoi thng qua web, hi ch thng mi, hi tho, mail
trc tip v nhng kiu chin dch khc
a dng khch hng tim nng
Chn lc khch cho giai on tip theo da trn nhng thng tin chi tit nm bt c.
Chuyn khch hng tim nng thnh c hi kinh doanh, khch hng v lin h khch
hng ch bng mt c nhp chut n gin
nh ngha cc trng t to chuyn thng tin khch hng tim nng ph hp
To biu bo khch hng tim nng ring bit v y
Xut thng tin khch hng ra phn mm bng tnh nh Microsoft Excel,
OpenOffice, v nhng phn mm khc phn tch.
1.2 Qun l c hi
Theo di tt c c hi kinh doanh t u n cui trong sut qu trnh bn hng
Gn c hi vi khch hng, lin h, hot ng, v nhng module khc c tm nhn
chin lc i vi nhng c hi ny
To bng bo gi, ha n bn hng, ha n t cc tm nng ny
To bo co c hi ph hp y
Xut c hi ra phn mm bng tnh nh Microsoft Excel, OpenOffice v nhng
phn mm khc phn tch tnh lu thng hng ha cng nh nhng tr ngi nu c.
1.3 Qun l khch hng
Theo di tt c khch hng, mi lin h, c hi, phn hi v nhng chi tit khc.
Xc nh mi quan h cp bc gia khch hng v cp di ca h
Nhp khch hng t ngun bn ngoi nh ACT, GoldMine v nhng ng dng khc
To bo gi, ha n bn hng, ha n cho khch hng
Theo di lch s mua hng ca khch v phn tch c hi xc tin vic bn hng qua
li ln nhau.
To nhng bo co khch hng ph hp y


Xut thng tin khch hng ra phn mm bng tnh nh Microsoft Excel,
OpenOffice v nhng phn mm khc phn tch nhng hnh thc mua hng v a
ra nhng chng trnh tt hn.
nh km nhng ti liu khch hng c th tham kho nhanh sau ny
1.4 Qun l lin h
Theo di tt c khch hng, lin h, c hi, phn hi, hot ng v nhng chi tit khc.
To h thng cp bc cc lin h trong cng ty phi hp tt khi giao dch vi khch
hng
Nhp khch hng t ngun bn ngoi nh ACT, GoldMine v nhng ng dng khc
Xut thng tin lin h ra phn mm bng tnh nh Microsoft Excel, OpenOffice v
nhng phn mm khc phn tch
ng b thng tin lin h vi Microsoft Outlook
1.5 Qun l hot ng
a tt c e-mail ca khch hng quan trng vo vtiger CRM tin tra cu sau ny
Lu tr chi tit cc cuc gi, cuc gp khch hng vo lch cng tc
Qun l cng vic hng ngy ca ngi dng vtiger CRM qu trnh kinh doanh t
nng sut cao.
1.6 Biu bo v biu
Nhng biu bo c xy dng sn cho vic bn hng t ng
Phn tch bn hng theo nh k
Phn tch bn hng theo thng
Bo co c hi kinh doanh theo khch hng tim nng
To biu chi tit theo thi gian v giai on c hi
1.7 Hiu chnh
Thm nhng trng t to ph hp vi nhu cu ca doanh nghip
Di di cc tab t to hin th cc module lin quan vi nhau trong qui trnh kinh doanh
Thay i th hin giao din ngi dng bng cch hiu chnh cc kiu giao din



2. Dch v h tr khch hng
vtiger CRM cung cp cc dch v h tr khch hng cho doanh nghip nh qun l s c, qun
l tri thc, cng t phc v khch hng, biu bo, thng k h tr kh hu ch cho lc lng h
tr khch hng ca doanh nghip bn. Bn cng c th dng nhng module khc lin quan n
h tr khch hng nh qun l hot ng, lch lm vic, qun l lin h .v.v.
2.1 Qun l s c
Theo di tt c s c lin quan n khch hng t u n cui trong qu trnh h tr
khch hng.
Lin kt s c vi khch hng, lin h, sn phm, v nhng module khc c ci nhn
r hn v s c.
To nhng kiu hin th ph hp vi tng yu cu ca c nhn h tr
Cung cp gii php gii quyt s c thng qua cng giao tip khch hng
T ng cp nht tnh trng s c bng e-mail.
To nhng bo co s c ph hp y .
To thng k h tr khch hng gip nh qun l c k hoch h tr khch hng tt
hn.
To nhng trng t to ph hp vi yu cu ca doanh nghip
2.2 C s Tri thc
Qun l thng tin sn phm tp trung c gii php tt nht x l s c trong thi gian
nhanh nht
Lin kt cc hng mc vi s c v sn phm
Ch cung cp nhng kin thc bn hng c bn ny khi c php
Duy tr cp nht cc hng mc trong vtiger CRM da vo kin v ngh ca khch
hng
2.3 Cng giao tip khch hng
Hiu chnh v khai thc m khng nh hng n trang web ca bn
Truy cp bo mt vo cng t phc v khch hng
Tm kim cc hng mc trong phn kin thc bn hng trc khi a s c ln
Lin tc ci thin cht lng kin thc bn hng c bn thng qua cc cuc tho lun
Thng bo cp nht s c cho khch hng thng qua e-mail
Theo di s c thng qua nhng cuc tho lun
Cp nht h s khch hng (chc nng c gii hn)



3. Tip th t ng
vtiger CRM cho php qun l chin dch, qung b bng email, cung cp cc biu mu khch
hng tim nng trc tuyn, qun l sn phm rt hu dng cho nhu cu qung b rng khp ca
doanh nghip. Bn cng c th dng nhng module lin quan n qung b khc nh lch cng
vic, qun l lin h, file nh km, v.v.
3.1 Qun l chin dch
Qun l chin dch qung b rng ri n ton doanh nghip
Theo di hiu qu chin dch da trn d liu khch hng
Thc hin nhng chin dch gi mail hng lot
3.2 Qung co in t
Qun l danh sch mail da trn d liu hin c lin quan n khch tim nng, khch
hng v nhng lin h.
To biu mu HTML trc tip t h thng
Chin dch gi e-mail hng lot t danh sch la chn.
3.3 Qun l khch hng tim nng
Nm bt khch tim nng trc tip thng qua web site v chuyn vo vtiger CRM
Hiu chnh biu mu khch hng tim nng trc tuyn ph hp vi nhu cu doanh
nghip
Nhp khch hng tim nng t ngun bn ngoi nh ti t web, hi ch thng mi, hi
tho, mail trc tip v nhng kiu chin dch khc
Chn lc khch hng tim nng cho giai on tip theo da trn nhng thng tin chi tit
nm bt c.



4. Qun l kho
vtiger CRM vt tri CRM truyn thng v vic qun l qui trnh kinh doanh khp kn bng
cch tch hp thm chc nng qun l kho nh sn phm, bng gi, nh cung cp, bo gi, ha
n mua hng, ha n bn hng v ha n vi cc module CRM nh khch hng tim nng,
khch hng v lin h khch hng, c hi. S dng vtiger CRM bn c th thy c ton b cc
hot ng trc v sau khi bn hng c tch hp trong mt ng dng n gin.
4.1 Qun l sn phm
Qun l sn phm ton doanh nghip
Lin kt sn phm vi nhng module khc xem c mi gc
Nhp chi tit sn phm t nhng ng dng khc
nh ngha thm nhng trng cho sn phm ph hp vi nhu cu ca doanh nghip
nh km nhng ti liu ch nh sn phm nh l giy th chp, hp ng hay nhng th
khc
a hnh nh sn phm ln d nhn dng
Xut chi tit sn phm ra phn mm bng tnh nh Microsoft Excel, OpenOffice v
nhng phn mm khc phn tch
To bng bo gi sn phm cho tng khch hng khc nhau
Tm kim sn phm t danh sch cc nh cung cp
4.2 Bng bo gi
Theo di nhng bo gi bn tn ng trong danh sch
Thm cc hng mc vo bng bo gi, cp nht tng ph, thu, iu chnh v tnh tng
mt cch t ng.
a ra nhng gi khc nhau cho cng loi sn phm vi nhng khch hng khc nhau
To bng bo gi in c v gi cho khch hng tng lai bng mail
To ha n bn hng, ha n vi mt c nhp n gin t bng bo gi
Trnh phi lp li cng vic bng cch hin th ng a ch mua nhn hng khi to bng
bo gi
Hin th bo gi lin quan n khch hng trong danh sch
Hiu chnh cc trng bo gi ph hp vi nhu cu doanh nghip
4.3 Qun l n hng
Hp l ha qui trnh thu mua trn gi cho ton doanh nghip bng cc phng php
tch hp trong vtiger CRM
Theo di nhng n hng tn ng trong danh sch
Tm kim cc sn phm t danh sch cc nh cung cp, nh sn xut, i l trong vtiger
CRM
Qun l tnh trng cp nht kho hng bng cch kt hp cc ha n v hng trong kho.
Hiu chnh cc trng trong ha n mua v bn hng ph hp vi nhu cu doanh
nghip.


Trnh phi lp li cng vic bng cch hin th ng a ch mua nhn hng khi to n
hng
Thm cc hng mc vo n hng, cp nht tng ph, thu, iu chnh v tnh tng mt
cch t ng.
To ha n mua bn in c gi cho nh cung cp v khch hng bng mail
To ha n t ha n bn hng c chp nhn vi mt c nhp n gin.
Thng bo nh k tnh trng kho hng cho ngi c lin quan trong cng ty kho d
tr lun p ng nhng n hng tn ng.
4.4 Ha n
Theo di nhng ha n tn ng trong danh sch ha n
To nhng ha n in c v gi cho khch hng thng qua dch v mail xy dng
sn
Hiu chnh cc trng trong ha n ph hp vi nhu cu doanh nghip
Thm cc hng mc vo ha n, cp nht tng ph, thu, iu chnh v tnh tng mt
cch t ng.
Trnh phi lp li cng vic bng cch hin th ng a ch mua nhn hng khi to ha
n
Lin kt ha n vi s ci k ton tng hp i chiu s sch



5. Cc tin ch
5.1 Tin ch vtiger Outlook
Hu ht cc doanh nghip va v nh vi c s h tng IT hin c, E-mail v cc ng dng
CRM s chng cht theo thi gian. Dch v e-mail ng mt vai tr quan trng trong vic lin
lc vi khch hng. Khi c hi kinh doanh m rng n giai on no th vic qun l khch
hng vi dch v mail hin ti tr nn kh khn, v h cm thy vic qun l quan h khch hng
cng phc tp. Cng lc vic s dng dch v email tr nn ph bin, ngi dng cng nh
ngi qun tr IT rt min cng t b dch v mail ang dng v nhiu l do khc nhau nhng
li mun dng h thng CRM tng nng sut.
Trong vin cnh rng hn gii php qun l quan h khch hng ( ci t hoc cung cp) c h
tr dch e-mail c a ra. Qua cc cuc kho st u cho thy Microsoft Outlook l mt
trong nhng mail hng u trn th trng.
Nhiu nh cung cp CRM a ra gii php tch hp Microsoft Outlook vi CRM nhng
khch hng phi tr thm cho chi ph ny. Hu ht cc phn mm m ngun m CRM cng
khng loi tr khuynh hng trn. H cung cp mt phn mm CRM min ph v m m nhng
khi tch hp Microsoft Outlook vo th li ng m ngun. Nhn ra thc t ny, nhm vtiger
CRM a ra tin ch vtiger Outlook cho nhng ngi dng Microsoft Outlook mt phn
mm m m trong SourceForge.net.
Tin ch vtiger Outlook c y cc chc nng nng cao nng xut doanh nghip v c
pht trin da trn nhng phn hi ca cng ng m ngun m.
Cc chc nng chnh
ng b ha cc lin h gia Microsoft Outlook v vtiger CRM
Nhp nhng mail nhn v gi t Microsoft Outlook vo vtiger CRM
Lc E-mails trong Microsoft Outlook v ch a nhng mail cn thit vo vtiger
CRM
ng b ha cc tc v lin quan n khch hng gia Microsoft Outlook v vtiger
CRM
ng b ha lch cng vic lin quan n khch hng (nhng cuc gi, cuc gp) gia
Microsoft Outlook v vtiger CRM
Gii quyt xung t nu c nhm ln gia d liu Microsoft Outlook v vtiger CRM
5.2 Tin ch vtiger Office
vtiger Office l mt tin ch gip cho doanh nghip trong vic to ra nhng biu mu trn
th nh mu th, nhn mail, phong b, danh b, v nhng ti liu khc da trn d liu khch
hng trong vtiger CRM.
Cc chc nng chnh


To nhng biu mu trn th bng Microsoft Word da trn thng cc trng
d liu trong vtiger CRM (Leads, Accounts, Contacts, v Tickets)
To nhng ti liu trn th bng vtiger CRM da trn d liu khch hng tim nng
khch hng v nhng quan h khch hng.
5.3 Tin ch Thunderbird
vtiger Thunderbird l mt tin ch c y tnh nng cho doanh nghip dng vtiger CRM. S
dng tin ch vtiger Thunderbird bn c th gi nhn mail trong vtiger v ng b cc lin lc
gia Thunderbird v vtiger CRM.
Nhng chc nng chnh
Gi nhn mail ca khch hng lin quan t Thunderbird bng vtiger CRM
Nhp cc lin lc khch hng lin quan t vtiger CRM vo Thunderbird
Xut cc lin lc khch hng lin quan t Thunderbird vo vtiger CRM



4 ci cn bn quan trng nht cn nm bt: Leads - Accounts - Contacts - Potentials
Lead: l khi u ca mi khi u trong chu trnh tip cn khch hng. Ngha l anh
em i khp mi ni, hang cng ng hm, nht c ci card v st no, hoc ly c
ci s in thoi no l ta c cho ht vo thnh lead. Sau chng ta mi phn lai
xem lead c th chuyn thnh ci g ...ra xin khng. Tin xu l: phn ln cc lead l
khng chuyn thnh khch hgn c, nhng l iu cn thit chng ta vn phi
lm.
Potentials: l khi nim ch mt khch hng tim nng, mt v tim nng no . V d
chng ta nht c 10 ci card v st, nhp vo thnh 10 ci lead, sau khi alo gi in s
qua, thy c 2 ng quan tm n dch v ca mnh. Th l ok, chng ta s chuyn 2 ci
lead thnh potential, cn li th delete ht (cn chuyn nh th no th c hng dn
c th trong vTiger, y chng ta ang bn v khi nim hot ng chung)
Contacts l ch mt Anh X, Ch Y hay c g ch bc no . i th l mt ngi c th.
Potential kia l mt c hi lm n, mt mi tim nng, v thng l phi gn vi mt
contact c th (cn gn th no hi sau s r)
Accounts: l khi nim cp n mt doanh nghip, mt t chc ... v i th Accounts
chnh l ci ni m Contacts lm vic.

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