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Create world-class Zoho CRM solutions tailored to be a game changer for your business and transform the way you collect, manage, and use customer data

Key Features

  • Unlock the full potential of advanced Zoho CRM features to supercharge your business solutions
  • Customize your Zoho CRM solutions to achieve scalable and long-term customer engagement
  • Streamline your entire business for digital transformation by integrating CRM with different Zoho products and applications

Book Description

Zoho CRM is one of the most user-friendly, configurable, and competitively priced CRM systems for managing all your customer relationships. When tailored effectively to your business, it empowers your team to work smarter and helps your business to achieve more profitable and scalable growth. This book will show you how to make the most of Zoho CRM to increase productivity.

You'll start by learning about the foundation modules of Zoho CRM such as Leads, Deals, Contacts, and Accounts, and understand their functionalities that enable you to build effective solutions. Then, you'll explore innovative workflows that will help you to save time and make sure that your sales teams are proactively managing opportunities and clients. The book also focuses on Zoho Marketplace, as well as how to extend the functionality of Zoho CRM using custom functions. You'll cover real-world use cases that will inspire you to extend your Zoho adoption by integrating Zoho CRM with other Zoho apps such as Zoho Campaigns, Zoho Forms, Zoho Survey, and SalesIQ. Finally, you'll discover best practices for adapting and evolving your CRM solutions and maintaining your CRM to achieve continuous improvement.

By the end of this CRM book, you'll have set up a CRM solution that will be fit for the next 10 years of business growth.

What you will learn

  • Manage customer relationships and acquire new customers quickly
  • Understand the importance of Leads, Deals, Contacts, and Accounts modules
  • Use game-changing workflows and automation to manage opportunities and clients
  • Explore how custom functions can extend the functionality of your CRM
  • Integrate Zoho CRM with other Zoho apps such as Zoho Campaigns, Forms, Survey, and Creator
  • Discover how to keep your CRM fit for the future and achieve continuous growth

Who this book is for

This book is for you if you're a business manager or a business owner interested in learning how the Zoho platform can help transform your business and are looking to gain a practical understanding of how to choose an app from the vast array of Zoho products. Whether you're new to Zoho or have basic experience and want to learn more about its features and apps, this book can help you. Expert Zoho users who want to develop custom solutions for their business will also find this book useful. Foundational knowledge of CRM concepts is expected to get the most out of this book.

Table of Contents

  1. Building Expert Business Solutions with Zoho CRM
  2. Contributors
  3. About the author
  4. About the reviewer
  5. Preface
    1. Who this book is for
    2. What this book covers
    3. To get the most out of this book
    4. Download the color images
    5. Conventions used
    6. Get in touch
    7. Share your thoughts
  6. Section 1: Laying the Foundation
  7. Chapter 1: The Foundation Modules – Understanding the Building Blocks of Success
    1. Technical requirements
    2. Exploring the need for a new CRM system
    3. Understanding why CRM is more than just a sales and marketing tool
    4. Marketing
    5. Sales
    6. Customer service
    7. Customer success/account management
    8. Operations
    9. Finance
    10. Supplier management and partner relationships
    11. Defining key objectives and measures of success
    12. Introducing the foundation modules – Leads, Deals, Accounts, and Contacts
    13. Leads
    14. Deals
    15. Accounts
    16. Contacts
    17. Recapping on the foundation modules
    18. Summary
  8. Chapter 2: Leads – Getting It Right the First Time
    1. Which standard fields to remove and why
    2. Which standard fields to keep and why
    3. Creating custom fields
    4. Qualifying leads
    5. Assigning picklist values
    6. Designing a user-friendly layout
    7. Using layout rules
    8. Mapping fields
    9. Summary
  9. Chapter 3: Deals – Sales Funnels to Fuel Your Business Growth
    1. Mapping your sales process as stages
    2. Understanding standard fields
    3. Adding fields to quantify the deal
    4. Improving data entry using layout rules
    5. Creating layout rules triggered by stages
    6. Adding depth by using subforms
    7. Additional best practices
    8. Summary
  10. Chapter 4: Accounts and Contacts – The Beating Heart of Your CRM
    1. Recapping the module relationships
    2. Keeping standard fields in Accounts
    3. Billing address fields
    4. Shipping address fields
    5. Adding custom fields to Accounts
    6. Keeping standard fields in Contacts
    7. Adding custom fields to Contacts
    8. Avoiding duplication using unique fields
    9. Best practices for Accounts and Contacts
    10. Summary
  11. Section 2: Take Your CRM to the Next Level
  12. Chapter 5: Working with Other System and Custom Modules
    1. Working with the Products and Quotes modules
    2. Products module
    3. Setting up your Quotes module
    4. Removing standard fields
    5. Adding custom fields
    6. Quoted Items
    7. Creating Quote templates to share as a PDF file or for electronic signature
    8. How and when to use the Sales Orders module
    9. Setting up the Sales Orders module
    10. How and when to use the Invoices module
    11. Other essential modules you must keep
    12. Additional modules to keep in mind
    13. Adding further value by creating custom modules
    14. Setting up a custom module
    15. Summary
  13. Chapter 6: Game-Changing Workflows and Automations
    1. Introducing workflow rules
    2. How to trigger a workflow with single and multiple conditions
    3. Adding a single condition
    4. Using instant single, multiple, and scheduled actions
    5. Instant single action
    6. Instant multiple actions
    7. Scheduled actions
    8. Multiple conditions
    9. Use cases and examples
    10. Example 1 – Update Deal stage when a quote is sent
    11. Example 2 – Update Quote when Quote expires
    12. Example 3 – Rollover due date of open tasks to today
    13. Example 4 – Various tasks based on the Deal stage being updated
    14. Summary
  14. Chapter 7: Essential Systems Administration
    1. General Settings
    2. Users and Control
    3. Groups
    4. Profiles
    5. Roles
    6. Data Sharing Settings
    7. Channels
    8. Email integration
    9. Organization emails
    10. Customization
    11. Organizing modules
    12. Renaming modules
    13. Pipelines
    14. Templates
    15. Scoring rules
    16. Summary
  15. Chapter 8: Supercharge CRM with Marketplace Extensions, Custom Functions, and Integrations
    1. Introducing Zoho Marketplace
    2. Highlights and valuable extensions from the marketplace
    3. Zoho Sign for Zoho CRM
    4. Google Drive
    5. Global Email Finder for Zoho CRM
    6. Global Address Finder for Zoho CRM
    7. SMS Magic
    8. Introducing Deluge and custom functions
    9. Custom function examples
    10. Example 1 – updating the amount deal record
    11. Example 2 – automating field values of a new contact
    12. Integrating Zoho CRM with other third-party software
    13. Reasons to integrate with a third-party application
    14. How we can achieve integration
    15. Summary
  16. Section 3: Six of the Best Zoho Apps to Integrate with Your CRM
  17. Chapter 9: Zoho Campaigns
    1. Getting an overview of Zoho Campaigns
    2. How to synchronize mailing lists with Zoho CRM
    3. Getting started with one-off campaigns
    4. Using workflows to automate your email marketing
    5. Summary
  18. Chapter 10: Zoho Forms
    1. Getting started with Zoho Forms
    2. Creating a Zoho form
    3. Sharing your form
    4. Integrating your form with Zoho CRM
    5. Adding a CRM lookup field
    6. Using a field alias to populate forms
    7. Pushing the values of a form into Zoho CRM
    8. Transforming the feedback gathered from members of a business networking (membership) company
    9. Seven-month check-in
    10. Rate your experience
    11. Solution
    12. Results
    13. Transforming the feedback and certification processes of a training company
    14. Delegate feedback
    15. Certificates
    16. Solution
    17. Results
    18. Summary
  19. Chapter 11: Zoho Survey
    1. Getting started with Zoho Survey
    2. Creating your survey and adding questions
    3. Publishing and sharing your survey
    4. Integrating surveys with CRM
    5. Sharing the survey from Zoho CRM
    6. Use case – automate your customer feedback and build a constant source of quotes and testimonials
    7. Summary
  20. Chapter 12: SalesIQ
    1. The importance of connecting SalesIQ to your website
    2. How can you connect SalesIQ to your website?
    3. Integrating SalesIQ with your CRM
    4. Getting to know your website visitors
    5. Integrating Campaigns to SalesIQ
    6. Integrating CRM email with SalesIQ
    7. Integrating Forms with SalesIQ
    8. Live chat, visitor tracking, and workflow automation
    9. Live chat
    10. Visitor tracking
    11. Workflow automation
    12. Summary
  21. Chapter 13: Zoho Analytics
    1. Connecting your CRM with Analytics
    2. Getting to grips with the basic tools
    3. Creating a tabular view
    4. Creating a summary view
    5. Creating a chart
    6. Creating a pivot table
    7. Creating dashboards that can be shared automatically
    8. Creating a new dashboard
    9. Creating KPI Widgets
    10. Personalizing the appearance of your dashboard
    11. Sharing your dashboard
    12. Summary
  22. Chapter 14: Zoho Creator
    1. Creating your first application
    2. Customizing the web form
    3. Designing your web form
    4. Pushing data to Zoho CRM
    5. Publishing your application
    6. Further reading and training courses
    7. Summary
  23. Section 4: Measure, Learn, Evolve
  24. Chapter 15: Building Actionable Reports and Dashboards (CRM)
    1. Creating a report
    2. Scheduling a report to send automatically
    3. Creating dashboards
    4. Creating a dashboard from a report
    5. Creating a dashboard using the Quick Chart tool
    6. Example dashboards to accelerate a successful CRM experience
    7. Summary
  25. Chapter 16: Best Practices to Adopt and Evolve Your CRM
    1. The importance of successful user and business adoption
    2. Revisit and share why you need a CRM
    3. Agree CRM success measures with key stakeholders
    4. Involve stakeholders and/or key users in the implementation process
    5. Process, process, process
    6. Keep it simple and avoid jargon – imagine someone new to your business and industry is going to use it
    7. Create a crib sheet/quick-start or how-to guide
    8. Training – the rule of a third
    9. Focus on quick wins
    10. Measure–Learn–Evolve
    11. Three early milestones to focus on
    12. Milestone 1 – all users are using the system – every day
    13. Milestone 2 – all users are using the system correctly, in the way that was intended
    14. Milestone 3 – you start to achieve your goals and experience a return on your investment
    15. Great habits for you and your team to develop
    16. Become habitual note-takers
    17. Become task masters
    18. Cut the Outlook/Gmail cord
    19. Use Notebook for everything else
    20. Use the Deals Kanban to manage your pipeline
    21. Future-proofing your CRM for continued success
    22. Remain focused on the success measures
    23. Contact and company fields
    24. Audit the data
    25. Collect user feedback (quarterly)
    26. Check the CRM marketplace (quarterly)
    27. When business evolves, ensure that your CRM is ready and aligned
    28. Summary
    29. Why subscribe?
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