This document provides an overview of Customer Relationship Management (CRM) and its three main parts: operational CRM, analytical CRM, and collaborative CRM. Operational CRM supports front-office processes like sales, marketing, and customer service. Analytical CRM analyzes operational data to segment customers and identify cross-selling opportunities. Collaborative CRM facilitates interactions with customers through multiple channels and coordinates employee teams. The document then discusses how Bee CRM can help businesses by managing leads, sales, marketing campaigns, customer support, inventory, and providing reports, dashboards, and other tools.

1. Customer Relationship Management (CRM) is an
information industry term for methodologies, software,
and usually Internet capabilities that help an enterprise
manage customer relationships in an organized and
efficient manner. In many cases, an enterprise builds a
database about its customers. This database describes
relationships in sufficient detail so that management,
salespeople, and customer service reps can access
information; match customer needs with product plans
and offerings; remind customers of service
requirements; know what other products a customer had
purchased; etc.

2. There are three parts of application architecture of
CRM.
1. Operational CRM
Operational CRM means supporting the so-called "front
office" business processes, which include customer contact
(sales, marketing and service). Tasks resulting from these
processes are forwarded to employees responsible for them,
as well as the information necessary for carrying out the
tasks and interfaces to back-end applications are being
provided and activities with customers are being
documented for further reference.

3. 2. Analytical CRM
In analytical CRM, data gathered within operational CRM
are analyzed to segment customers or to identify cross- and
up-selling potential. Data collection and analysis is viewed
as a continuing and iterative process. Ideally, business
decisions are refined over time, based on feedback from
earlier analysis and decisions. Business Intelligence offers
some more functionality as separate application software.
3. Collaborative CRM
Collaborative CRM facilitates interactions with customers
through all channels (personal, letter, fax, phone, web, e-
mail) and supports co-ordination of employee teams and
channels. It is a solution that brings people, processes and
data together so companies can better serve and retain
their customers. The data/activities can be structured,
unstructured, conversational, and/or transactional in
nature.

4. Bee CRM Benefits
How can Bee CRM help your
business?

5. Why use Bee CRM?
Bee CRM can help your business streamline
interactions with your customers, to maximize sales and
improve customer service.

6. Lead Management
 Maximize business from your leads
 Assign ownership, drive results
 Convert to prospects and manage sales pipeline.

7. Drive Sales Productivity
• Manage accounts, contacts, and opportunities
• Help sales team organize activities and follow up
• Get full picture and improve performance
• Streamline your sales engine, increase business

8. Marketing Campaigns
 Manage marketing campaigns
 Run personalized mass email campaigns on subsets of
your contacts database
 Track campaign effectiveness

9. Inventory, Quotes, Invoices
 Track inventory and targeted price books
 Generate and track quotes and sales orders
 Generate and manage invoices
 Streamline order processing and fulfillment

10. And other tools
 Role hierarchy to ensure proper level of access for
various users in the organization
 Drill-down dashboards and reports to get an instant
picture of your business
 And much more ...

11. Summary
Use Bee CRM to manage :
 leads, accounts, and contacts
 sales opportunities
 marketing campaigns
 customer support and service
 inventory, quotes and invoices
 security, reports, dashboards, and more

12. Bee CRM User Guide :

13.  You can also use ‘standarduser’ with a password
‘standarduser’

14. Home Page contains :
 Main Menu .
 Home Page Dashboard which provides a general
overview about all entities in Bee CRM.
 Top 5 Accounts , Opportunities and Invoices.

16. Bee CRM Modules
 Marketing Automation :
 Campaign Management

18.  E-mail Marketing

20.  Sales Force Automation
 Account Management

22.  Contact Management

23. Lead Management

24.  Manage leads end-to-end (from creating leads to
converting them into opportunities)
 Convert leads into sales opportunities, accounts, and
contacts with a single-click
 Lead conversion mapping for all the custom fields
 Create fully customizable lead reports
 Qualify leads to next stage based on information
captured in lead details

25. Reports & Dashboards
 Pre-build reports for sales force automation
 Sales pipeline analysis by stage
 Monthly Sales pipeline analysis
 Sales opportunities by lead source
 Drill-down the dashboards by time and opportunity
stage

28. Dashboards

30. Security and User Management
Two built in users have access to Bee CRM but with
different security settings , ’admin’ user has access to
every part of Bee CRM, and allowed to create new
users and change their security settings through the
settings option in the main menu the following figure
shows how a wizard helps the admin user to create
new users , and check how many users are in Bee
CRM.

32. The END.
Introduced By :
Osama Y. Zaroor
Mohamad I. Malalha
Supervised By : Dr. Anas To’mi.
An-Najah National University.