Building Expert Business Solutions with Zoho CRM: An indispensable guide to developing future-proof CRM solutions and growing your business exponentially

Description

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 FeaturesUnlock the full potential of advanced Zoho CRM features to supercharge your business solutionsCustomize your Zoho CRM solutions to achieve scalable and long-term customer engagementStreamline your entire business for digital transformation by integrating CRM with different Zoho products and applicationsBook 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 learnManage customer relationships and acquire new customers quicklyUnderstand the importance of Leads, Deals, Contacts, and Accounts modulesUse game-changing workflows and automation to manage opportunities and clientsExplore how custom functions can extend the functionality of your CRMIntegrate Zoho CRM with other Zoho apps such as Zoho Campaigns, Forms, Survey, and CreatorDiscover how to keep your CRM fit for the future and achieve continuous growthWho 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 ContentsThe Foundation Modules - Understanding the Building Blocks of SuccessLeads - Getting it Right the First TimeDeals – Sales Funnels to Fuel Your Business GrowthAccounts and Contacts - The Beating Heart of Your CRMWorking with Other System and Custom ModulesGame-Changing Workflows and AutomationsEssential Systems AdministrationSupercharge CRM with Marketplace Extensions, Custom Functions, and IntegrationsZoho CampaignsZoho FormsZoho SurveySalesIQZoho AnalyticsZoho CreatorBuilding Actionable Reports and Dashboards (CRM)Best Practices to Adopt and Evolve Your CRM Cover Title Page Copyright and Credits Dedication Contributors Table of Contents 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 Which standard fields to remove and why Which standard fields to keep and why Creating custom fields Qualifying leads Assigning picklist values Designing a user-friendly layout Using layout rules Mapping fields Summary Chapter 3: Deals – Sales Funnels to Fuel Your Business Growth Mapping your sales process as stages Understanding standard fields Adding fields to quantify the deal Improving data entry using layout rules Creating layout rules triggered by stages Adding depth by using subforms Additional best practices Summary 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 General Settings Users and Control Groups Profiles Roles Data Sharing Settings Channels Email integration Organization emails Customization Organizing modules Renaming modules Pipelines Templates Scoring rules Summary 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 Getting an overview of Zoho Campaigns How to synchronize mailing lists with Zoho CRM Getting started with one-off campaigns Using workflows to automate your email marketing Summary 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 Getting started with Zoho Survey Creating your survey and adding questions Publishing and sharing your survey Integrating surveys with CRM Sharing the survey from Zoho CRM Use case – automate your customer feedback and build a constant source of quotes and testimonials Summary 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 Creating your first application Customizing the web form Designing your web form Pushing data to Zoho CRM Publishing your application Further reading and training courses Summary Section 4: Measure, Learn, Evolve Chapter 15: Building Actionable Reports and Dashboards (CRM) Creating a report Scheduling a report to send automatically Creating dashboards Creating a dashboard from a report Creating a dashboard using the Quick Chart tool Example dashboards to accelerate a successful CRM experience Summary 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 About PACKT Other Books You May Enjoy Index