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Before you start using CRM, understand your major business objectives, and familiarize yourself with the variety of features that are available. In this series, you will learn how to devise a cornerstone plan for implementation.
1. Ask the right questions:
• What am I trying to achieve using Zoho CRM?
• What are my key business priorities?
2. Define your business objectives:
• Increase customer satisfaction.
• Boost your sales and process efficiency while reducing operational cost.
• Centralize all customer-related data.
1. Involve the right people from the beginning when CRM is implemented.
2. Be ready to hear disagreements, different opinions, and suggestions.
3. Identify stakeholders who will drive the implementation.
Business processes are designed to streamline the way your business runs.
1. Set the right expectation:
• make sure your team has a clear understanding of the processes that are to be implemented.
2. Analyze it – explore each phase and the subs steps.
• Identify and fix the loopholes before you implement.
3. Map it – map the processes to the features in Zoho CRM
• Identify your business language that matches with Zoho CRM’s default terminology.
• Do not get carried away and avoid overwhelming your users with many features.
Once you have identified your objectives, it is time to start implementing CRM for your business. This series guides you through everything that you will need to do, from building your sales process to managing your data in Zoho CRM.
Understanding the sales cycles
Learn the top three methods to bring data into CRM
Your tasks before getting data into CRM
Your tasks after bringing data into CRM
Familiarise yourselves with CRM terminology via these one-minute conceptual videos.
A “lead” can be defined as a raw prospect who might be interested in purchasing from you, but you don’t know for sure, until you follow-up with them further.
In CRM lingo, a qualified lead is called a contact. Contacts are people who are interested in doing business with you, and with further nurturing and follow-ups are likely to offer business opportunities to you.
A deal refers to a business opportunity that you follow-up on with a customer. Once you bag a deal, it goes through various stages in the sales process until it is closed and won.
Modules and records in a CRM follow the “rows and columns” concept of a spreadsheet. Data entered into CRM gets grouped into categories called modules (columns). Each entry made into a module is called a record (rows).
The lead source refers to the channel through which your customer finds your business. It could be via a website, trade shows, webinars, email campaigns, social media and cold calls among other sources.
Workflow rules are a set of instructions written to automate a set of routine sales activities such as sending emails, assigning tasks, and making data updates in the CRM.
Connect with your customers directly from CRM by setting up an integration with CRM and your telephone provider. This integration is established in Zoho CRM via Telephony.
Sandbox is a simulation instance that mirrors your existing CRM account so that you can safely test and evaluate all the changes before pushing it to the live account.
When sales activities demand collaboration from different teams, the software deployed to execute these activities should also have the facility to let teams on it collaborate. Find out how Zoho CRM equips companies to let teams work together for better productivity by watching this video.
Mapping roles and permissions of different users to the CRM system and monitoring their usage can be referred to as user management.
Business process management is the art of designing a process, breaking it down to systematic stages, defining the particulars of each stage, assigning it to the right people and monitoring its progress.
Multichannel communication facilitates configuration of several communication channels and thereby offers sales details, conversation history all in one place for your teams to function with better sales context in place.
Establishing database relationships constitutes studying how your pieces of data are interlinked, identifying the type of association and setting it up in your database such as a CRM.
Audit logs offer you a complete chronological history of CRM activity of each user. You can filter the logs by a user, month, module and other parameters to inspect who added/updated what in CRM, when, and this is a very useful aspect of data administration in CRM.
Customization, in simple terms, refers to “making something your own”. When you implement a CRM for sales management, ensure that you can customize the email templates, workflows, fields, user permissions, form layouts and third-party integrations etc.
Autoresponders are effective tools that are used to automate scheduled follow-ups with your prospects and customers. It is a one-time effort that can be used to ensure that the system gets in touch with your prospects regularly.
Sales Signals are real-time notifications that are sent to you right inside Zoho CRM. It notifies you about email opens, clicks, bounces, etc. as it happens, so that there is no delay whatsoever with the next steps and follow-up.
Lead conversion is the process by which a company can certify that a lead has moved to the next step in the sales process, and further negotiations with them could lead up to a sale.
Lead generation is the process of identifying and acquiring potential customers, or leads as they are known in Zoho CRM, from various sources.
Data sharing settings refers to the process by which a company makes a set of data accessible to users based on their roles and profiles.
B2B and B2C are two different forms of commercial transactions. While in the case of the former, a company sells its products or services to another business, the latter indicates a direct form of business between a company and its customers.
A territory is the demarcation of the sales force structure by which customers accounts are grouped and shared with the sales people of an organization. It can be based on various factors such as geography, industry, product line, the expected revenue, verticals, etc.
Data Migration is the process of systematically moving data sets. As far as CRM is concerned, it involves a few operational steps in which you could map modules, fields, records etc.
A sales pipeline can be defined as a systematic set of stages through which you move a deal, right from preliminary qualification to final closure. Sales pipeline management, on the other hand, is the process of devising and monitoring these stages for your organization.
Activity follow-up refers to the process of keeping track of mainly three types of sales activities, namely, events, tasks, and calls, and associating them to the corresponding customers and prospects.
Sales activities that require a field visit to a said location—either the clients’ premises or other locations associated with the client— may be referred to as field sales operations.
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