- Building Expert Business Solutions with Zoho CRM
- Contributors
- About the author
- About the reviewer
- Preface
- Section 1: Laying the Foundation
- Chapter 1: The Foundation Modules – Understanding the Building Blocks of Success
- Technical requirements
- Exploring the need for a new CRM system
- Understanding why CRM is more than just a sales and marketing tool
- Marketing
- Sales
- Customer service
- Customer success/account management
- Operations
- Finance
- Supplier management and partner relationships
- Defining key objectives and measures of success
- Introducing the foundation modules – Leads, Deals, Accounts, and Contacts
- Leads
- Deals
- Accounts
- Contacts
- Recapping on the foundation modules
- Summary
- Chapter 2: Leads – Getting It Right the First Time
- Chapter 3: Deals – Sales Funnels to Fuel Your Business Growth
- Chapter 4: Accounts and Contacts – The Beating Heart of Your CRM
- Recapping the module relationships
- Keeping standard fields in Accounts
- Billing address fields
- Shipping address fields
- Adding custom fields to Accounts
- Keeping standard fields in Contacts
- Adding custom fields to Contacts
- Avoiding duplication using unique fields
- Best practices for Accounts and Contacts
- Summary
- Section 2: Take Your CRM to the Next Level
- Chapter 5: Working with Other System and Custom Modules
- Working with the Products and Quotes modules
- Products module
- Setting up your Quotes module
- Removing standard fields
- Adding custom fields
- Quoted Items
- Creating Quote templates to share as a PDF file or for electronic signature
- How and when to use the Sales Orders module
- Setting up the Sales Orders module
- How and when to use the Invoices module
- Other essential modules you must keep
- Additional modules to keep in mind
- Adding further value by creating custom modules
- Setting up a custom module
- Summary
- Chapter 6: Game-Changing Workflows and Automations
- Introducing workflow rules
- How to trigger a workflow with single and multiple conditions
- Adding a single condition
- Using instant single, multiple, and scheduled actions
- Instant single action
- Instant multiple actions
- Scheduled actions
- Multiple conditions
- Use cases and examples
- Example 1 – Update Deal stage when a quote is sent
- Example 2 – Update Quote when Quote expires
- Example 3 – Rollover due date of open tasks to today
- Example 4 – Various tasks based on the Deal stage being updated
- Summary
- Chapter 7: Essential Systems Administration
- Chapter 8: Supercharge CRM with Marketplace Extensions, Custom Functions, and Integrations
- Introducing Zoho Marketplace
- Highlights and valuable extensions from the marketplace
- Zoho Sign for Zoho CRM
- Google Drive
- Global Email Finder for Zoho CRM
- Global Address Finder for Zoho CRM
- SMS Magic
- Introducing Deluge and custom functions
- Custom function examples
- Example 1 – updating the amount deal record
- Example 2 – automating field values of a new contact
- Integrating Zoho CRM with other third-party software
- Reasons to integrate with a third-party application
- How we can achieve integration
- Summary
- Section 3: Six of the Best Zoho Apps to Integrate with Your CRM
- Chapter 9: Zoho Campaigns
- Chapter 10: Zoho Forms
- Getting started with Zoho Forms
- Creating a Zoho form
- Sharing your form
- Integrating your form with Zoho CRM
- Adding a CRM lookup field
- Using a field alias to populate forms
- Pushing the values of a form into Zoho CRM
- Transforming the feedback gathered from members of a business networking (membership) company
- Seven-month check-in
- Rate your experience
- Solution
- Results
- Transforming the feedback and certification processes of a training company
- Delegate feedback
- Certificates
- Solution
- Results
- Summary
- Chapter 11: Zoho Survey
- Chapter 12: SalesIQ
- The importance of connecting SalesIQ to your website
- How can you connect SalesIQ to your website?
- Integrating SalesIQ with your CRM
- Getting to know your website visitors
- Integrating Campaigns to SalesIQ
- Integrating CRM email with SalesIQ
- Integrating Forms with SalesIQ
- Live chat, visitor tracking, and workflow automation
- Live chat
- Visitor tracking
- Workflow automation
- Summary
- Chapter 13: Zoho Analytics
- Connecting your CRM with Analytics
- Getting to grips with the basic tools
- Creating a tabular view
- Creating a summary view
- Creating a chart
- Creating a pivot table
- Creating dashboards that can be shared automatically
- Creating a new dashboard
- Creating KPI Widgets
- Personalizing the appearance of your dashboard
- Sharing your dashboard
- Summary
- Chapter 14: Zoho Creator
- Section 4: Measure, Learn, Evolve
- Chapter 15: Building Actionable Reports and Dashboards (CRM)
- Chapter 16: Best Practices to Adopt and Evolve Your CRM
- The importance of successful user and business adoption
- Revisit and share why you need a CRM
- Agree CRM success measures with key stakeholders
- Involve stakeholders and/or key users in the implementation process
- Process, process, process
- Keep it simple and avoid jargon – imagine someone new to your business and industry is going to use it
- Create a crib sheet/quick-start or how-to guide
- Training – the rule of a third
- Focus on quick wins
- Measure–Learn–Evolve
- Three early milestones to focus on
- Milestone 1 – all users are using the system – every day
- Milestone 2 – all users are using the system correctly, in the way that was intended
- Milestone 3 – you start to achieve your goals and experience a return on your investment
- Great habits for you and your team to develop
- Become habitual note-takers
- Become task masters
- Cut the Outlook/Gmail cord
- Use Notebook for everything else
- Use the Deals Kanban to manage your pipeline
- Future-proofing your CRM for continued success
- Remain focused on the success measures
- Contact and company fields
- Audit the data
- Collect user feedback (quarterly)
- Check the CRM marketplace (quarterly)
- When business evolves, ensure that your CRM is ready and aligned
- Summary
- Why subscribe?
- Other Books You May Enjoy
Section 4: Measure, Learn, Evolve
Once you have built your very own system on the Zoho CRM platform, you should see immediate benefits.
In this section, you will learn how to measure the performance of your CRM so that you can maximize your investment and ensure that the system continues to enable your business to thrive and grow as you start to achieve the success you defined.
This section comprises the following chapters:
- Chapter 15, Building Actionable Reports and Dashboards (CRM)
- Chapter 16, Best Practices to Adopt and Evolve Your CRM
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