CRM Software Case Study

Register to read the introduction… INTRODUCTION

Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customer. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. There are two kinds of CRM software which are commercials and open source. Open source CRM software requires lower cost, some of them even free. But most of them are not providing a complete package of business services, which makes it suitable for medium sized companies. These companies often have some technical talent that can take advantage of the fact that the source code is available to read and modify. It also supports multiple organizations, currencies and languages, almost the same as commercial ones. This paper will describe more information about some open source customer relationship management software. Those softwares are X2CRM, SplendidCRM, and SugarCRM. The information will containing its profile and functionality.

2. X2CRM

X2CRM is an open source based Sales, Marketing Automation and Service application designed exclusively for companies that require a tightly focused customer information system. With special emphasis placed on marketing workflows, sales force speed and process optimization, X2CRM is remarkably compact and easy to use, yet incredibly flexible and cost
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X2CRM is fully internationalized and has been localized into six languages with more on the way. X2CRM use “Process Driven Architecture” so company that use X2CRM able to quickly capture and route leads to their agents using intelligent lead routing rules. Inside X2CRM, there is Talend Enterprise Data Integration which provides a comprehensive solution to access, transform and integrate data from any business system in real time or batch to meet both operational and analytical data integration needs.

1.2 Functionality X2CRM has Marketing and Sales&Service function.

a. Marketing Function In order to keep X2CRM compact and easy-to-use we focus on key marketing capabilities, such as email campaigns and web lead capture forms; those features which organizations are most likely to utilize.

1. Email

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