Css что это такое crm

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A Customer Relationship Management (CRM) is a system that manages customer interactions and data throughout the customer life-cycle between the customer and the company across different channels. In this project, I’m going to build a custom CRM in PHP and MySQL, which a sales team can use to track customers through the entire sales cycle.

zohaibshahzadTO/CRM-System-WebApp

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README.md

Customer Relationship Management (CRM) System

It’s a system that manages customer interactions and data throughout the customer life-cycle between the customer and the company across different channels. For this project, we are going to build a custom CRM in PHP and MySQL, which a sales team can use to track customers through the entire sales cycle.

In the end, we want to build this CRM system in such a way that salespeople can do the following:

• Access their tasks
• View their Tasks
• Create new tasks for each lead
• Create new opportunities
• Close a sale

Moreover, we want Sales Managers to be able to do the following:

Building Blocks of the CRM

Here is a list of the essential components of the CRM:

Leads: initial contacts

Accounts: Information about the companies you do business with

Contact: Information about the people you know and work with. Usually, one account has many contacts

Opportunities: Qualified leads

Activities: Tasks, meetings, phone calls, emails and any other activities that allow you to interact with customers

Sales: Your sales team

Dashboard: CRM dashboards are much more than just eye candy. They should deliver key information at a glance and provide links to drill down for more details.

Login: Salespeople and managers have different roles in the system. Managers have access to reports and sales pipeline information.

Creating the CRM Database

Our main tables for the CRM database are the following:

The Contact table contains basic customer information including names, company addresses, project information, and so forth.

The Notes table stores all sales activity information such as meetings and phone calls.

The Users table holds login information about users of the system such as usernames and passwords. Users can also have roles, such as Sales or Manager.

All other tables are lookup tables to join to the three main relational database tables.

• contact_status — contains contact status such as Lead and Opportunity. Each indicates a different stage in a typical sales cycle
• task_status — the task status can be either Pending or Completed
• user_status — a sale person can be Active or Inactive
• todo_type — a type of task either Task or Meeting
• todo_desc — description of a task such as Follow Up Email, Phone Call, and Conference etc.
• roles — a user can be either a Sales Rep or a Manager

A database schema is the structure that represents the logical view such as tables, views, or primary and foreign keys of the entire database. We generated this database table diagram via MySQL Workbench. A database schema includes entities and the relationship among them.

It is a good practice to have one primary key for each table in a relational database. A primary key is a unique identifier for each record. It can be the social security number (SSN), vehicle identification number (VIN), or auto-increment number. This is a unique number that is generated when a new record is inserted into a table.

Below is the database diagram of our simple CRM. The key symbol in each table represents the table primary key:

After understanding the database table structure, you can download the «install.sql» script in the db folder in this github repository and use either MySQL Workbench or Sequel Pro to run the SQL script. If you’re using MySQL Workbench like I did, first establish a connection to database and create a new database schema (eg. crm_database). Run the «install.sql» script and click on «Data import» to dump the contents of the «install.sql» file into the new database schema (crm_database) you created. After the data dump, now go on the «database» tab on the program and click on «reverse engineer». After reverse engineering the sql script, the program will generate the database table diagram that you saw above as well as the primary and foreign keys of the db.

Our CRM contains many datagrids. The datagrid is a spreadsheet-like data table that displays rows and columns representing records and fields from the database table. The datagrid gives the end-user ability to read and write to database tables on a webpage. We can use a datagrid tool from phpGrid. We use a tool instead of building them from scratch because developing the datagrid is usually tedious and error-prone. The datagrid library will handle all internal database CRUD (Create, Remove, Update, and Delete) operations for us with better and faster results with little code. To install phpGrid, follow these steps:

1.) Unzip the phpGrid download file.

2.) Upload the phpGrid_lite folder to the phpGrid folder.

3.) Complete the installation by configuring the conf.php file.

Before we begin coding, we must specify the database information in conf.php, the phpGrid configuration file. Here is an example of database connection settings. We have to change the database name in «PHPGRID_DB_NAME» from «sampledb» to «custom_crm».

The following are connection setting within the conf.php file in the phpGrid zip folder we downloaded:

• PHPGRID_DB_HOSTNAME — web server IP or host name
• PHPGRID_DB_USERNAME — database user name
• PHPGRID_DB_PASSWORD — database password
• PHPGRID_DB_NAME — database name of our CRM
• PHPGRID_DB_TYPE — type of database
• PHPGRID_DB_CHARSET — always ‘utf8’ in MySQL

Each page indicates a different stage in a typical sales cycle.

When a sales team member logged in, the first page he sees is a list of current tasks.

As you may recall, our Notes table holds all the sales activity information. We can create a datagrid and populate it from the Notes table using phpGrid.

The leads page contains list of current leads that the sales person is responsible for. Each Lead can have one or many Notes. We will use the phpGrid master-detail feature for that. We also need to use set_query_filter() to display

A Lead becomes an Opportunity once it is qualified. The Opportunities page is similar to the Leads page. The only difference is the filtered status code in set_query_filter is Status = 2.

Customers/Won has the Status = 3. Similar to Leads and Opportunities, Customers/Won can also have Notes.

The sales manager will have access to all records in the sales pipeline as well as the ability to manage sales team and customer data.

We will have a single web page with a tabbed menu for this section of the CRM.

About

A Customer Relationship Management (CRM) is a system that manages customer interactions and data throughout the customer life-cycle between the customer and the company across different channels. In this project, I’m going to build a custom CRM in PHP and MySQL, which a sales team can use to track customers through the entire sales cycle.

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Css что это такое crm

Большинство современных CRM-систем состоят из различных инструментов и модулей. Их набор зависит от самого бизнеса. Однако существуют ключевые функциональные области, которые являются базовыми. Они называются модулями CRM-системы.

Модули CRM-системы

Базовые модули предназначены для автоматизации процессов обслуживания и поддержки клиентов, автоматизации функционирования отдела продаж и отдела маркетинга. Каждая функциональная область имеет свою уникальную аббревиатуру. Выглядит это так: CSS , SFA и MA. Давайте рассмотрим каждую из них более детально.

CSS : модуль автоматизации службы поддержки клиентов

Возможности модуля Customer Service and Support позволили не ограничиваться только традиционными подходами к обслуживанию клиентов, например, телефонной справочной службой, работающей по правилу «один вопрос — один ответ».

Возможности CRM вывели компании на более высокий уровень обслуживания клиентов, благодаря следующим свойствам:

• контроль сроков истечения договоров и контрактов (особенно имеет значение в сфере страхования, поскольку тут важна высокая точность, а поток клиентов очень большой);
• сохранность документов при переходе через филиалы и дочерние предприятия;
• расчет бонусов и скидок;
• строгое структурированное хранение информации с возможностью их мгновенного предоставления. Это позволяет работать с клиентами и партнерами в режиме real-time;
• базы данных, которые содержат сведения о постоянных и потенциальных клиентах;
• контакты с лидами и причины обращения их в компанию.

[note]CSS модуль — источник базового уровня взаимодействия предприятия и клиентов, благодаря которому обслуживание становится более качественным, а со стороны целевой аудитории формируется преданность и лояльность.[/note]

SFA : автоматизация деятельности продавцов

Узел SFA предназначен для управления продажами товаров и услуг компании через различные интерфейсы. Функциональные возможности CRM по автоматизации деятельности продавцов включает в себя:

• управление работой целых подразделений или конкретных сотрудников с помощью построения задач в календарном режиме;
• управление связью благодаря возможности подключения телефона, факса и электронной почты через SFA-приложения;
• получение рекламных и информационных материалов через узлы управления документацией;
• автоматическая генерация коммерческих предложений и тарифов, отвечающих существующим требованиям, условиям и возможностям клиентской базы данных.

MA: модуль автоматизации маркетинга

Функционал MA работает на основе модульных программ, которые направлены на построение и ведение маркетинговых кампаний предприятия. Среди них следует выделить 4 основных:

• анализ целевой аудитории с помощью различных методик;
• планирование, позволяющее оптимизировать ресурсы и время работы сотрудников;
• программное обеспечение позволяет организовать и провести эффективный телемаркетинг, выявить и проанализировать требования потребителей.
• пополнение базы данных структурированными сведениями о продаваемых компаниями услугах и продуктах, сведениями о работе конкурентов и ситуации на рынке.

Улучшение бизнес-процессов: Интеграция CRM-системы с бизнес-инструментами

Сравнение облачных и корпоративных CRM-систем для бизнеса

Работа с клиентами: автоматизация процессов и CRM-системы

Локализация и адаптация CRM-систем для российского рынка

Обзор популярных CRM-систем на российском рынке в 2023 году

Автор Игорь Разумов

CRM эксперт, специалист по внедрению. Инженер по сопровождению автоматизированных систем взаимоотношений с клиентами.

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