Customer Relationship Management - Doc

Task 1: Find a Software Application to manage above mentioned Systems
Software Application: CRM – Customer Relationship Management
Name of the Application: Zoho Customer ManagementZoho Customer Management
Details/features of the Application
Zoho Customer Relationship Management is rich of many features that enables its customers to
perform operations with ease. It has integrated many functional modules including external
packages. Some of the features of the application include:
1. Lead Management
i. Zoho CRM offer Leads feature in its dashboard that automate the leads
management process by providing all possible and potential leads which includes
the lead profile (Lead name, company, contacts and lead source).
ii. Importation of leads from external sources. The Lead feature offers a functionality
to import leads from mails, spreadsheets documents etc.
iii. Matching ready leads-sales to the appropriate company's right sales people. This
feature automatically checks the lead profile details to match it to right sales
personnel.
2. Sales Force Automation
i. This application offers automation in the Sales Force by providing automatic lead
generation, qualification and matching. This is appropriate for successful sales
operations.
ii. This feature provides Sales Probability Analysis. It constantly checks every sale
stage and provide probability analysis in terms of failure or success to the names
sale.

iii. Real-Time forecasting is one of the key feature of the sales force automation in
the application. It is able to evaluate real-time operations to predict future
transactions.
3. Account Management
i. Zoho CRM implements a centralized database system that saves all the account's
data in a single database. This is appropriate in ensuring indexes are attached to
every account in the application.
ii. Cross-module customer data – Customer data is well shared between different
modules of the application. The customer data is visible in relation to the
products, accounts, activities, projects and other modules accordingly.
iii. Purchase history – The application provides past and future sales that enable the
salesforce to review their progress and prepare well for the incoming sales.
4. Efficient and effective Follow-up of customers
i. The application records a log of all customer calls for follow-up.
ii. It enables application users to save customer meetings and calls in an interactive
calendar.
iii. Groups events by day, week, month and year. This helps in categorizing events as
well as generating elaborative reports.
5. Social communication platform
i. Zoho CRM provides an inbuilt social interaction platform that enables one to
reply to direct messages and comments via their profile.
ii. Engage potential customers from the social platform
iii. The application enhances keeping in-touch with customer's updates and interests
in order to interact with them appropriately.

6. Files and Document Library
i. The application provides a functionality to create folders and sub-folders
according to particular roles.
ii. This feature enables sales personnel to send documents directly from their
Customer Relationship Management Application.
iii. Provision of feedback from other users concerning improvements of the uploaded
document.
7. Activities Management
i. Zoho CRM provides an interactive Activities dashboard that includes Customers,
Open Deals, Leads/Contacts and other activities.
ii. The open deals section outlines all deals that can be pursued, with details of the
company name, datetime, participants and other important information.
iii. The leads/Contacts section provides all the registered leads and contacts
containing priority level, due-date, task owner and other relevant details for
follow-up.

Benefits of the software
Zoho Customer Relation Management system offers many benefits. It helps in improving the
customer relationships by closing more successful sales and attracting more customers by
providing satisfactory services. Some of these benefits are:
i. It automates important sales operations
The fundamental value of this application is the ability to automate daily sales tasks. It
automatically converts website viewers and visitors into potential leads. Moreover, the capability
to import leads, customers and activities from external sources has proven effective for sales
operations. The automatic management of customer accounts form a centralized database has
allowed trackability of key operations. A user can view the purchase history and view automated
forecast of sales ("Zoho CRM Reviews: Overview, Pricing and Features", 2017).
ii. It provides key real-time data
Zoho CRM offers a vast capability of viewing, analyzing and evaluating customer data. All the
sale's stages and their operations are automatically recorded for easy access and operations. The
generated, dynamic and categorically reports enables review-processes to be productive. The
applications provide active and inactive leads that can be appropriately matched with sale's
personnel for follow up. All conversations and calls with customers are recorded in a readily
available log.
iii. Ease and efficient usage of social platforms in communication
The implementation of a collaborative social platform for communication has facilitated efficient
passage of information to or from customers. The integration of a social platform similar to
popular social media platforms such as Facebook and Twitter promote the customer interactivity
in the application.