I teach WordPress classes around the country and am expanding my class material to include eCommerce and CRM (Customer Relationship Management) Cloud Solutions.  I market my services on WordPress Blogs, Google Plus, Facebook, Twitter and Biznik.   The tools I use are free and the social media and networking sites are also free (or have levels of free membership).

• WordPress is Open Source and Free to anyone that wants to use it, and yet it’s one of the most powerful development environments on the planet.
• WP eCommerce is a massively powerful eCommerce Plugin for WordPress; which turns WordPress into a fully fledged, Enterprise Standard online shopping system.  And WP eCommerce is free.
• vTiger CRM is the best cloud based CRM system I have come across.  It is powerful, intuitive, highly customizable, multi user and free.
• Services like Google Mail, Yahoo, Hotmail, Facebook, Google Plus are all free to the users of those services.

The Paradigm has truly Shifted and I changed my business model to reflect the shift.

As I am often standing in front of a class talking about open source and free websites, free plugins and utilities, I’m frequently asked “how on Earth does anyone make money when they give everything away for free?”

In my view, Microsoft is in many ways responsible for this phenomenon.  When Microsoft started piling additional ‘products’ into the Windows operating system; like a free Browser (Internet Explorer), Media Player, Networking, Email Client, and countless other utilities (effectively putting many competing products out of business) they forced the competition into a new way of thinking.  While Microsoft was making billions, everyone else was marginalized and sidelined.  The only way to compete with Microsoft was to give it away.

The Internet, the low cost of digital storage and data transmission also helped to change the way products are marketed and distributed.  Anything can be sold or offered on the Internet as virtual shelf space approaches the infinite.  Where once upon a time your choices were restricted to what was available on the shelves of your local store, Walmart or the mail order catalogue, now you can find just about anything simply by going on line and searching.

The digital marketing phenomenon has led to an explosion of ‘mom and pop’ international businesses. This is at the heart of ‘The Long Tail’ where traditional businesses, Walmart, Sears, Kroger occupy the Body and Amazon, Rhapsody, eBay, iTunes and all the millions of niche businesses (read web based) occupy the Long Tail.  Because anyone can get a shot at the global market just by getting online, the Long Tail (or infinite tail) has become the largest market place.

Although you don’t necessarily see it, open source software (free software) powers much of the Internet.  A huge percentage of websites (from the server side) run on Linux / Apache (open source) and many of the eCommerce systems and database sites are powered by MySQL (open source).

No one pays for a browser nowadays as the developers are almost falling over themselves to provide the latest and greatest for free.  Mozilla Firefox, Google Chrome, Safari, Opera and of course Internet Explorer.  But giving products away on such a massive scale (the Internet has billions of users) has many benefits (market share, influence, kudos, goodwill) and relatively low costs (other than for the initial development).

Over the past 5 or 6 years Apple have come to dominate the Music Distribution Market with iTunes, the Music Player Market with the iPod and the Smartphone market with the iPhone.  They are now the largest technology company in the world.  So how do you compete with Apple?

You open up the market with Open Source software which allows a lot of companies to dive in with great products and a high quality standard operating system, and by that I mean Android.

Android is ubiquitous; it’s on Tablet Computers, Smartphones, eBook readers (Nook Color and Kindle Fire) and new gadgets every day.   The Android O/S is open source and free.  It is both a tech enthusiast’s and global tech company’s dream because it costs nothing and the code is open.  Anyone who has the inclination can get involved. The result?  Android devices now outsell Apple devices.

So we have an abundance of free stuff just waiting to be used.  The trick is to learn how to use it and then make it easily available.

I have grasped this treasure trove of opportunity and have become very proficient with WordPress, WP eCommerce and vTiger CRM but as they are all free anyway, I don’t charge anything for them.  I do use them and I make it very easy for other people to use them too.

The organizations behind offering free products have different philosophies or methodologies in Monetizing Free.  Many free products and services rely on donations.  If you found the product useful you are invited to donate a few dollars (but there is no obligation).  Every year Wikipedia invites visitors to donate towards the running costs of that site. vTiger CRM offers low cost hosting or subscription plans but you can also download and host vTiger yourself for free.

It all comes down to numbers.  The larger the user or visitor base the smaller the requirement for widespread payments.

As the cost to host each visitor becomes negligible so the percentage of premium paying visitors required to fund the enterprise becomes smaller.

Many free membership sites rely of subtle (or not no subtle) advertising.  Facebook now has over 800 million members.  Its tag line is ‘It’s free and always will be’… but not to advertisers.  By offering a free service but charging for highly focused advertising, they are bringing in over $3 billion in revenue.

I have adopted the open source philosophy for my business.  If it doesn’t cost me anything then I won’t charge for it or if the cost becomes negligible, I can offer that service for free.  The benefits in goodwill and added value more than make up for the costs I incur.

I make my money in developing websites, installing and configuring CRM systems, teaching and consulting.   I have completely stopped selling commercial products because for the most part, the free stuff is just as good if not better.

Nowadays there are free alternatives to just about every commercial product.  For every PhotoShop there’s an Open Source GIMP, for every SalesForce.com there’s a vTiger CRM.

In truth, the giving something away for free extends well beyond online or digital.  For years Microsoft have sold the xBox 360 for less than cost of making it, the Kindle Fire loses money on every sale, printers sell for less than the cost of the replacement ink.  The purpose of the giveaway is to gain market share and make money off ancillary services.  xBox with games and digital subscriptions, Kindle Fire with books and magazine subscriptions, printers with replacement ink.  It’s a system that works although there are consequences.  I have 5 printers; 3 without ink :/

Becoming highly proficient in something adds huge value to that something and to you.  Everyone likes the price point of free and if you can leverage free, you’re already well ahead of the game.

Having worked with Customer Relationship Management software for over 25 years and spending 3 years developing a system that ultimately sold some 13,000 units, CRM is somewhat close to my heart.

Most of the CRM software I sold and supported was commercial software costing around $300 – $500 per user.  It had to be installed either as a single user system on a laptop or desktop computer running Microsoft Windows, or installed onto a Windows based Server serving Windows based Workstations.  This software allowed a fair degree of sharing and synchronization between Workstations and portable devices but that synchronization became very complicated when travelling or working from remote locations.  In 2008 I ceased selling commercial software.

My business now revolves around open source, cloud based software.  I install, configure and develop WordPress websites and blogs.  I teach classes and do ‘one on one’ consulting and training in WordPress.  I have become spoiled by the awesomeness of WordPress and the freedom of Open Source and The Cloud.

However, I have missed CRM software and have been struggling to make Microsoft Outlook do many of the things I needed doing in order to support my client base.  Unfortunately it failed. So, determined to find the system that was affordable and could achieve all of my requirements, I tested many commercial and open source offerings; then I came across vTiger CRM

I have put together a list of 14 key vTiger CRM attributes which differentiate it from competitive systems… and illustrate why it is such a valueable resource for any business, large or small.

1. Open Source.  vTiger is an open source software product (which means that the software’s source code is available and that any user can read, re-use, modify it – it is provided under the vTiger Public License (an open source license which comes from Mozilla Public License).
2. Use just Yourself or for the Whole Company. vTiger is in the cloud and multi-user; which means that you or your colleagues can access it from anywhere in the world at any time.  One user updates a record or schedule in Seattle and another user can see those updates instantly from accessing the system in Tokyo.
3. vTiger, like WordPress, is FREE. The code can be freely downloaded from the vTiger.com website along with a whole series of utilities including plugins to synchronize data, emails, contacts, schedules, tasks and appointments with Microsoft Outlook, Mozilla Thunderbird and more…
4. Trusted and Rock Solid Database.  Built on MySQL, and developed in PHP, vTiger is strong, stable and secure.  In fact the vTiger Server can run on Windows, Linux and Mac OS although most commonly it is run on Linux.
5. Cloud (Web) based.  Being a Cloud (or Web) based solution; vTiger can be accessed from any device that has a browser and an Internet connection.  Gone are the days when your CRM solution had to be Windows or Mac but never both at the same time.  vTiger can be accessed and updated, enhanced and exploited on any system you choose; whether it be a Windows Laptop, Desktop or Windows Phone, an iPad, iMac or iPhone, an Android Tablet or Google Chromebook.  vTiger (like WordPress) doesn’t care so long as you have a web browser and an Internet connection.
6. Phone Apps for Mobile Data.  vTiger has an Android Phone App and an iPhone App which automatically synchronizes data from the web to your phone; but it synchronizes far more than just contact details.  It’ll give you access to just about all the data online including inventory levels, invoice details and status, calendars and schedules (for yourself and your colleagues – remember, this is a multi user system), and so much more…
7. Client Server.  vTiger is a client/server solution which means that while you are accessing information, compiling statistics, reading reports, developing email campaigns and the like on your iPad or laptop, the processing is being done on the server somewhere on the web.  All the hassle of the server side is being done for you without distracting you from your primary task of developing and supporting your customers or developing materials for marketing and growing your business.  It also means that many users can also be doing the same thing at the same time from their iPads, PCs, laptops etc.  The server does the hard work and the clients (the iPads, Laptops etc) get the results.
8. Intuitive.  vTiger is a highly intuitive system (much like WordPress) and is extremely well designed.  Functions, Modules, Reports and Administration services are just where you would expect to find them and the system looks great.
9. Power is there when you need it.  vTiger is packed with features but you only need to use those that serve your purpose or business.  Just because there are over 20 Modules in vTiger it shouldn’t intimidate you.  Just use those features you need when you need them, and then as you get to know the system better, so those additional features are there to serve your needs.
10. CRM Essentials.  vTiger’s key features include Accounts (main records that would include companies and organizations, departments etc), Contacts (individuals or employees of the companies or departments), Multi User Calendar (each user has their own events calendar, scheduler and to do list), Webmail.
11. Customizable Modules.  vTiger’s Enhanced Modules include a full Campaign Manager, Quotation System, Sales and Purchase Orders, Invoicing, Trouble Ticket Support System, Lead Management and Tracking (all linked to a PDF generator and the email system) and a full functioning Customer Portal; which personalizes your interactions and support with your customers. And everything in vTiger is fully customizable.
12. Report Writer.  vTiger features a highly flexible Report Writer which allows you to access and manage the mass of related data in the system.
13. Easy to use and easy to learn.  One of the problems I experienced in testing various other systems was that they were hard to learn, hard to install and hard to upgrade.  Not so with vTiger.  I have found it to be a pleasure to work with and highly reliable, fast and very secure.  There are thousands of businesses and individuals around the world using and ‘abusing’ vTiger.
14. Constant upgrades.  There is a vTiger development team that acts on user feedback.  It regularly provides software upgrades and enhancements based on that feedback. And there are lots of consultants and trainers like me to provide an easy transition from the mayhem of many paper or computer based systems (or non systems) into vTiger.

vTiger just released version 5.3 of the system which offers the following:

• Sales automation (customizable product entries, inventory management, quotations, billing, and trouble ticketing)
• Customer support & service functions, including a customer self-service portal
• Marketing automation (lead generation, campaign support, knowledge bases)
• Inventory Management
• Analysis and reporting

User interaction features include:

• Integration with corporate E-mail systems (plugin for Microsoft Outlook, Mozilla Thunderbird extension)
• Support of the Asterisk PBX phone system
• Calendaring
• Tag cloud functionality
• RSS feed subscription
• PDF document generation via the TCPDF library

Incorporating Customer Relationship Management into your business will improve customer satisfaction, customer loyalty, business efficiency and profitability.  It can and did cost a lot of money to incorporate such a system, but not anymore.  vTiger CRM changes all of that just as WordPress changed the face of websites.  The world of Customer Relationship Management will never be the same again.

My vTiger CRM classes start this spring!

Christine Ely, WordPress and vTiger CRM consultant and trainer.

I know, it seems weird, right?

Mention WordPress and a lot of people say, “you mean the blogging software?” Well, that is how WordPress got its start, but now you can use this amazing (and amazingly free) tool to build complete websites. Better still, you get the kind of content management tools for easily adding to and updating your site like the big boys have. What’s even more remarkable is that you really don’t need to be a tech-head to make this work. So, here’s what you’ll learn after just one day at the WordPress in a Day workshop: Sign up for class

• WordPress.org vs. WordPress.com—which should you use?
• Using WordPress for blogging, as a standalone site, or both
• Setting up a multi-page WordPress site
• How to install a free or low-cost professionally designed theme
• Using plugins and widgets to easily add extra features to your site
• Changing images and text, adding and deleting pages
• How WordPress and a few tips about SEO can make your site perform better in Google searches
• Enough about Cascading Style Sheets to be dangerous (and allow you to modify pre-existing templates)
• Elements of an effective and useful site
• Using WordPress help and forums to get your questions answered

You’ll bring your own WiFi enabled laptop but we can also supply you with a computer. This training applies equally to both Mac and PC users.

Who should take this class?

This workshop is for people—whether you’re an accomplished designer or not—who would like to get their own (or a client’s) website up and running easily—and then keep it updated with equal ease. Please note that this is an entry level workshop and is not intended for those who intend to do complex, enterprise level sites.

Cost
$195 – Sign up for class

Prerequisites

You will need an email address that you can access in class, either on your own laptop or from a webmail account.

Student – School of Visual Concepts – WordPress in a Day class

Customers are fickle creatures. They want to be looked after, nurtured, and made to feel special.  A typical customer’s basic instinct is to be loyal.  It’s like any relationship.  It may not be everything you want but it’s familiar and comfortable.  But just like a relationship, if you ignore and neglect your customers, they may get a roving eye… and your competitors are always out there trying to snap them up.

If you only have a few customers, it’s possible to remember and manage them with a minimum of technology.  Provide a good service, keep track of their orders, call them every now and again to see that they’re happy, send them thank you cards and so on.  That’s effectively customer relationship management.

But what if you have ten customers, fifty?  Will you remember every aspect of every transaction?  Will you remember to follow up on every call?

The purpose of CRM software is to enable you to manage multiple customers personally.  To automate processes that ‘touch’ your customers on a regular basis and then to remember every instance of every conversation, email, appointment, or transaction of any kind.  All of these transactions are stored directly in your customer’s unique record so that your total relationship with that customer is always available.

Good CRM systems feature ‘Activity Managers’, which can automatically create a sequence of tasks and events.

Let’s say you meet a bunch of people at an event who express an interest in your service.  You’ll enter them into the CRM system and then apply an ‘Activity’ from the Activity Manager Library.  A typical activity (series of tasks and events to be posted to the client’s record) would be:

1. Do immediately:  Send an email to express how happy you were to meet the person
2. In 1 day:  Send a flyer or brochure of your services by mail
3. In 3 days:  Make a phone call to reconnect and confirm that your flyer was received and is there anything more you can do at this time.
4. In 10 days:  Send eNewsletter (and add to monthly newsletter mailing list)
5. In 21 days:  Invite to your own network meeting
6. And so on…

Multiple activities can be created and applied to existing customers, new prospects, network partners or anyone else in your database.  The whole series of events is immediately applied to the customer record and the system updates all the relevant task lists, to-dos and appointment schedulers.

No matter how many customers or prospects you have, the CRM system will be managing the relationship, sending out reminders and thank you cards, scheduling phone calls, remembering renewal dates and so much more.  And all of these events and transactions will be neatly filed against the individual customer records.

Good CRM systems offer full synchronization with portable devices like your PDA, Blackberry, iPhone or Windows Mobile device.  Synchronization works both ways so that if you’re at a meeting and enter an appointment into your Blackberry, it will synchronize and update your CRM system.  If you constantly use Microsoft Outlook to schedule appointments, then it too joins the party and synchronization becomes a 3 way process.

CRM software has evolved over the years to accommodate new technologies and methodologies.  It used to be the preserve of big companies but nowadays, highly intuitive but hugely powerful systems are affordable by the smallest of businesses.

In my experience, a fully utilized CRM system typically increases business by over 30% because it encourages you to treat your customers the way they expect.  Where, in the past, you may have neglected to follow up, thank, send out renewal applications, cross sale and up sale notifications, special offers, anniversary cards, newsletters and so on, your CRM system will methodically churn out personalized materials and your customers will continue to love you and do business with you.

CRM software has become an incredibly important category.  How well you know your customer will determine how much business he or she will do with you.  As Sir Francis Bacon once said, “Knowledge is Power”.  That knowledge can be contained in your CRM system.

Linda Hunt.  Co-Director

Attendees can expect to…

Top reasons you should attend…

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If you’re still running a static HTML website, you’re missing all the benefits of a dynamic Content Driven, Interactive and Social Networking aware presence loved by the search engines.  WordPress is free to use and always up to date.