- 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 1: Laying the Foundation
All successful and durable structures require a solid foundation. The same is true for Zoho CRM. In this section, you will learn about the key building blocks that, when assembled, will create a successful foundation. This foundation will become a platform for the future growth and success of your CRM, and your business.
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