Question

ZOHO CRM system:

Define the information requirements

Identify the information sources

Summarize the database technology and operating system

What are some important considerations to ensure that the database is populated with the correct data?

Describe 2-3 processes that will ensure that the data is maintained for accuracy and the integrity of available data

Answer 1

CRM initially started off as a means to improve customer service. However, today with Zoho CRM it relates to an entire business strategy. It acts as a core single repository to bring sales, marketing and customer support activities together. It streamlines the process, policy and people into a single platform and are the essential information sources for the entire system.

There are 8 basic building blocks or Information requirements of a Zoho CRM

-       A Vision set forth by the company

-       A strategy to achieve the desired results

-       A technology platform capable of taking in the inputs and giving the outputs

-       Information from different stakeholders

-       Processes and Systems to be set in place

-       The Collaboration across teams and functions

-       The various Metrics to be evaluated on

-       The Customer Experience

Some important steps that should be taken to ensure that the database created is easily accessible across multiple devices, helping the company to manage customer interactions better thereby improving customer satisfaction:

-       Get the answers to the most basic questions

-       Check the entry of any incorrect data – failure to check the accuracy of the data can be a serious concern

The above 2 mentioned process would ensure that the data is accurate and trust-worthy for all future usage.

-       Connect with customers and prospects – Only a multi-channel communication can bring customers from different fields closer to your business

-       Personalize marketing efforts – It should be capable of attracting prospective customers

-       Bringing teams together – this would seriously affect the way the company serves its customers

The key features or the database technology within the Operating system of the Zoho CRM software would be as follows:

-       Lead Management: This enables you to learn about any leads and convert them into happy, satisfied customers. Lead scoring and automated lead assignment can help you categorize leads based on a variety of parameters, highlighting the ones with the highest prospects.

-       Contact Management- Organizes all business contacts in one place. All past communications would be at one place and assist you to reach out to them at the best possible time.

-       Deal Management: Gives the complete picture of your current and future deals, highlighting the shortcomings in the previous deals too. It allows you to segment the deals on a stage basis and gives you the probability of a conversion.

-       Sales Automation – this helps the sales team to focus more on the sales and remove all mundane activities which consume a lot of time.

-       Reporting and Analytics – Aligns the company on a path of data-driven decision making. It processes data from different sources and churns out valuable insights with data.

-       Marketing Automation – It helps in reaching the real target audience and not waste money on poor planning and targeting. It establishes a connect between the sales and marketing teams.

-       Customization – Any additional requirements or features can be created and implemented on the system.