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

Building Expert Business Solutions with Zoho CRM
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Preface
    Who this book is for
    What this book covers
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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
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