An Evaluation of Zoho CRM – does it comply with CRM theory?

Running head: AN EVALUATION OF ZOHO CRM
An Evaluation of Zoho CRM – does it comply with CRM theory?
This report evaluatesZoho CRM, as example standard CRM software,
for compliance with accepted CRM theory.
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1AN EVALUATION OF ZOHO CRM
Table of Contents
Introduction................................................................................................................................2
Aim.............................................................................................................................................2
Objectives...................................................................................................................................2
ZOHO CRM Components and Features....................................................................................3
CRM Theory and Its Relation with ZOHO CRM......................................................................5
Conclusions................................................................................................................................6
Recommendations......................................................................................................................7
References..................................................................................................................................8
Appendix A – My Lead records converted to Accounts and Contacts......................................9
Appendix B – (Home dashboard screenshot)...........................................................................11
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2AN EVALUATION OF ZOHO CRM
Introduction
Customer Relationship Management CRM systems puts together customer data across
different channels or points of contact between the customer and the company which could
include the company's website, telephone, live chat, direct mail, marketing materials and
social media. CRM systems can also give customer-facing staff detailed information on
customers' personal information, purchase history, buying preferences and concerns CRM
system extends support for making improvements in key organizational processes such as
customer relationship development, lead/prospect generation, sales management, and
complaint management (Lehmkuhl & Jung , 2013). The implementation of CRM at
organizations present series of challenges ("In the Age of the Smart Machine | Shoshana
Zuboff", 2018)
Previous researchers have stated that CRM factors add value to firms directly and
these techniques provide better results when they are joined with processes and resources of
firm (Companies, Perna, Baraldi& UK, 2014)
Aim
The aim of the paper is to evaluate the efficiency of implementing Zoho CRM for
managing business processes of small businesses engaged in the selling of sports equipment.
Objectives
 to evaluate the benefits of implementing the zoho CRM process for small business
 to specify about the links between IT software such as Zoho software and the sales
marketing processes of the company
 To relate the Zoho software with the application of the theory
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3AN EVALUATION OF ZOHO CRM
ZOHO CRM Components and Features
Leads
One of the most important features of the customer servicing used by Zoho is the
concept of leads. It helps the managers of the firm to assess the number of customers
interested in using the services based on the number of times they have shown interest in the
different services and products of the company (Shabdar, 2017). By assessing the data based
on leads, the sales team of the firm is able to calculate and pitch in new ideas for attracting a
larger number of customers and marketing the products that have the highest demand.
Analytics and Reports
ZOHO also provides the option of analysing data and using it in an understandable
and fruitful way. It helps businesses to store data under one application and let the data be
used in an intercommunicative process so that a complete view of the business is obtained
and the data is utilised to the fullest capacity possible. (Refer to Appendix B: Figure 1)
Contacts
The leads generated are used as contacts or potential clients for the generation of sale.
This aspect is of the most help to businesses as it is applicable at all stages of the business
starting from stimulating interest in the clients for new products and services to continuation
of that interest on a long term basis. Multichannel support provided by Zoho is a medium that
allows the different customers to meet via different medium like chats, emails, social media,
calls and even in person at times depending upon the choice and circumstances. It helps
businesses to identify how different clients communicate among themselves and use the
trends to improve their business and operations. In order to engage with customers, the
contacts option allows businesses to perform email analysis and tracking of visitors. This
feature also allows to study inter customer relationships. (Refer to Appendix B: Figure 3)
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