radoo - 2013-07-01

We have a particular need for a CRM in the retail sales domain and we are wondering how we would go about customizing vtiger (if it's fit for the job) for our environment.

Here's our setup:

  • we have several brick&mortar shops selling items such as DVD's, books, records, handicrafts
  • we have one (but will have more) e-commerce website
  • we sell mostly to unknown customers in the physical shops and we are introducing fidelity cards for the customers in the shops
  • some of the anonymous purchases in the shops can be "tagged" to a certain degree (gender, age group, gift-wrap request, etc)
  • we sell mostly to registered customers on the web, some of which are also customers in the shops

What we hope to achieve:

  • a CRM solution that can be interfaced with all the data that is available (check)
  • a way to keep track of the purchases that can be allocated to a certain customer (based on information collected on the web and/or fidelity cards)
  • a way to keep track of the anonymous purchases and the ability to take them into account when performing analysis of behavior (who bought this also bought type of analysis)
  • analysis tools to enable segmentation and analysis based on available information (both anonymous and accounted for)

We are looking at several opensource solutions (and not only) and I was wondering to what extent is vtiger fit for such a setup and how should we go about configuring it for our particular demands. We have in-house technical expertise, so we should be able to accomplish the technical tasks, should the application prove capable.

Many thanks in advance!
Lucian.