The CRM (Customer Relationship Management) System in Bitrix24 BizPace edition handles interaction with clients and potential clients, and/or with partners, journalists, and other persons. It objective is to provide a convenient and transparent tool which improves relationship quality and therefore the bottom line.
Operations on Multiple CRM Records
How Does the CRM Work?
CRM (Customer Relationship Management) is a class of software which provides structure and coherency in the management of business contacts and potential contacts. “Leads” obtained through any number of methods can be entered into the system, assigned to responsible employees, and developed into clients, customers, partners with a full record of all interactions. The CRM builds a sales funnel of unlimited levels from the data of sales leads. Furthermore, the CRM can be smoothly integrated with the company website, so that leads from the site are received directly in the intranet’s CRM.
The CRM organizes information about customers and the various interactions with them from the qualifying stage through closing of sales.
Basic terms used in the Bitrix CRM system can be viewed here...
Lead - a potential customer for whom some contact information is available. Leads can be entered by hand, imported, or received directly from a web form or questionnaire on the company website.
Contact – a lead which confirms interest can be changed in status to a contact if it is an individual person. Generally, leads are converted into Contacts, Companies or Deals or eventually deleted. The employee responsible for the contact begins the process of contact development, and each event related to the contact is recorded.
Company – a company is a database record that can contain contacts, deals, and events. A company is created by converting a lead or manually. Fields in a Company record include: name, address, contact person(s), etc. The company record reflects all information concerning work with the given company.
Deal – in Deal records, both potential and completed transactions can be listed. A deal can be added by hand, through a service (API), or during the process of converting a lead. Any number of stages of a deal may be created and displayed in the sales funnel. The Business Processes module may be used to organize working with deals.
Event – a log of the changes (additions) in an element of the CRM, whether it is a Lead, Contact, Company, or Deal. Event types can be customized: commentary, sent message, incoming call. Events can be added manually or automatically when a CRM element is modified.
Automation – actions can be automatically created via business processes or added manually. Actions can be attached to leads, contact, or company. There are different types of actions: tasks, calendar events, and notifications.
Mailing – Contacts and leads can be filtered for sending messages.
Reports – Sales Funnel: build automatically based on data from deals records. The wizard creates reports that account for all key indicators with grouping and intersections. Graphics are generated and results can be exported in CSV format.
Access rights – a flexible system for access rights (roles) applies to all elements of the CRM. Access can be made dependent on lead status or the stage of a deal.
Ad campaigns – leads and deals can be associated with specific advertising campaigns. Reports for each ad campaign can be generated. Analysis of campaign effectiveness includes expenses vs. income (ROI).