Assessing the Productivity of Zoho CRM for Small Businesses

This report discusses the benefits of Zoho CRM for small businesses, particularly those in the sports gear industry. It covers the lead generation process, marketing campaigns, and customer relationship management. The report concludes that Zoho CRM can improve customer services, expand the customer base, and save time and money for small businesses.

Running head: CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT
Name of the Student
Name of the University
Author note:

1CUSTOMER RELATIONSHIP MANAGEMENT
Introduction
Customer Relationship Management (CRM) alludes to the standards, practices and rules
that an association takes while collaborating with its clients (Harmon, 2010). From the
association's perspective, this whole relationship incorporates coordinate communications with
clients, for example, deals and administration related procedures, and anticipating and
examination of client patterns and practices (Duan, Fesak & Stuart, 2013). At last, CRM serves
to improve the client's general understanding. With the development of the Internet and related
advancements, clients are worried about the security and wellbeing of their own data (Mitchell &
Meggison, 2014). In this manner, organizations need to guarantee the capacity and investigation
of their client information have the most elevated amounts of assurance against digital crimes,
identity fraud and different breaks of security.
The focused idea of business condition has required the administration of small and
medium-sized entrepreneurs (SME) to look arrangements that upgrade their productivity and
gives an upper hand over others. Meeting the desires of customers and setting up solid relations
with the customers has turned into a key issue. Putting resources into Data frameworks, for
example, CRM is a successful measure for associations for expanding profitability at a quick
pace. Progression in innovation can help with seeking better arrangements that address the
prerequisites of the SMEs.
Aim
The primary aim of this report is to assess the productivity of actualizing Zoho CRM for
overseeing business procedures of independent ventures occupied with the offering of sports
gears.

2CUSTOMER RELATIONSHIP MANAGEMENT
Objectives
 To assess the advantages of actualizing the Zoho CRM process for independent ventures.
 To determine about the connections between the IT programming, for example, Zoho
programming and the advertising and marketing procedures of the organization.
ZOHO CRM
The starting of the CRM initiative began in the 1970’s when the need of establishing
better relationship with the clients was increasingly felt by the business operators. After the
rampant usage of digital technology in every aspect of the businesses the management
understood the need of introducing software interfaces that worked dedicatedly with the client
relationship management aspect. There were companies that were now dedicatedly working for
the goal of developing software and digital interfaces for that purpose. These companies were
developing all kinds of possibilities to increase the interaction of the customers with the
businesses. One such company is Zoho which provides CRM for the businesses in customized
and tailor made formats.
Zoho programming involves different strides for preparing data and enrollment of a new
contact in the framework (Shabdar, 2010). The initial step in the process is known as "lead".
Zoho CRM's lead empowers the managers to center around the general population who have
appeared enthusiasm for the “products and services” of the organization yet couldn't interface
with them. As expressed by Snihur & Zott (2014), lead gives the database or crude material to
the business group to advance deals to these clients by building up clients' enthusiasm for
products and services. These leads are produced by non-deals gatherings or showcasing division.
Individual gatherings, telephone call, and messages are a portion of the regular techniques for

3CUSTOMER RELATIONSHIP MANAGEMENT
producing leads. Zoho CRM naturally distinguishes bona fide leads and relegates them for
additionally errands to deals agents. Zoho CRM not only allows the possibility of better lead
generation and business turnover, it also offers integration with various platforms where the
different audience of social media gets to interact with the business. There is dedicated
campaigns known as “Zoho campaigns” that makes campaign all over the digital media and
among the existing customers. There are old leads that needs to be visited to see that there are
potential customers still existing among them. The official statement of the company states
“Multichannel support in Zoho CRM lets you reach people on the phone, via live chat, email,
through social media, and even in person. Use visitor tracking and email analytics to know what
your customers are seeing, and find opportunities for engagement. Communicate, connect, and
close the deal with Zoho CRM” (Zoho.com, 2018).
The qualified leads that have the potential for producing economic gains are known as
Contacts. These contacts are passed to the business staff to start the procedure of offers. Contacts
covers perspectives at all purposes of offers cycle running from building up the enthusiasm of
clients in organizations services to taking care of the clients, who are keen on products and
services offered by the organization. (), states that CRM broadens bolster for enrolling contact
and following the client, and now and again, permits distinguishing how clients relate each other.
Marketing campaigns are arranged in light of the goals, correspondence channels, costs,
targets, dates anticipated accomplishing the objectives and objectives of the association.
Campaigns help in gathering data of clients with the assistance of reviews, meetings, and email
crusades. CRM frameworks are powerful in estimating and following the campaigns working

4CUSTOMER RELATIONSHIP MANAGEMENT
over various systems by examining the deals and snaps made by the clients. Further, the decision
of correspondence directly helps in redoing the method of correspondence with the clients. In the
perspectives of Galvão et al., (2018) CRM forms, it is viewed as that deals and showcasing are
formal procedures that assistance in starting and keeping up client connections. The client
relationship start arrange incorporates procedures, for example, client obtaining, client
assessment, and recuperation administration. The client relationship arrange and incorporates
procedures, for example, client assessment, strategically pitching, and referral administration.
Joining in CRM frameworks is key action and mix of clients movement incorporates
frameworks, procedures, and innovations, for example, web-based social networking to lock in
clients in discussions and enhance client connection. Communication centers on teaching clients
about the utility of the administrations or items. Zoho CRM gives simple administrations for
clients and gives the organization a chance to produce extra leads (Shabdar, 2017). The
administrations, for example, server time, preparing power, web applications, and systems allow
programmed help to the clients. As deals begins, forthcoming inquiries are replied with no help
from operators that spare cost. It sorts out messages by making channels to recognize the needs
of offers and measures the advance of the contact through the life cycle of offers. Zoho is viable
in overseeing whole client life cycle from producing prompts shutting arrangements and
execution of activities (Shabdar, 2017). The organization can think about the conduct of clients
and inspire them for making repeated buys. It likewise helps in outlining efforts that expand the
deals and automated assistants send messages and publicize campaigns via web-based
networking media.
Zoho can harmonize the contact and leads from CRM making arrangements for crusades
simple as it can be executed through bulletins, welcome messages, and client overviews

5CUSTOMER RELATIONSHIP MANAGEMENT
(Shabdar, 2017). Leads help with following up the business cycle and get orders. It encourages
execution of battle by considering the principles for choosing beneficiaries and redoes the
determination of correspondence channel. The computerization of offers process bolsters deals
exercises that can be recorded and utilized in the later periods of the business cycle.
Zoho CRM helps the workers in picking up motivating forces by empowering sharing of
data all through the association (Shabdar, 2017). The utilization of client arranged administration
frameworks helps in the advancement of social CRM capacities, which are fabricated based on
clients data (Chambers, 2008).. Such data is accumulated through web-based social networking
that aides the business associations in decreasing the expenses and enhancing client
administrations.
Conclusion
Based on the above dialog on Zoho CRM, it is obvious that coordination of Zoho CRM
will demonstrate advantageous for independent ventures occupied with offering sports gear, as it
will help the associations in the powerful administration of showcasing and business exercises. It
helps in enhancing the nature of client administrations, extending the client base, lessening the
cost of client procurement, and sparing cash and time of independent companies. Further, don
gear organizations can enhance their advertising and deals crusades, bolster administrations, and
client relationship administration. What's more, brought together association of clients, enhanced
client support will help with expanding consumer loyalty and subsequently maintenance of
clients in expansive numbers that will, thus, return great benefits will be accomplished. Zoho
CRM is an advanced apparatus, however it is suggested that before coordinating it into the

6CUSTOMER RELATIONSHIP MANAGEMENT
procedures, an independent venture must test the viability of the instrument and furnish
representatives with the preparation to utilize it for achieving compelling outcomes.

7CUSTOMER RELATIONSHIP MANAGEMENT
Reference:
Chambers, T. (2008). Zoho Planner. Journal of the Medical Library Association: JMLA, 96(4),
392.
Duan, J., Faker, P., Fesak, A., & Stuart, T. (2013). Benefits and drawbacks of cloud-based versus
traditional ERP systems. Proceedings of the 2012-13 course on Advanced Resource
Planning.
Galvão, M. B. S. B., de Carvalho, R. C., Oliveira, L. A. B. D., & Medeiros, D. D. D. (2018).
Customer loyalty approach based on CRM for SMEs. Journal of Business & Industrial
Marketing, (just-accepted), 00-00.
Harmon, E. (2010). CRM in the Cloud: Right for Your Organization.
Mitchell, R. B., & Meggison, P. F. (2014). Strategies for integrating cloud computing
concepts. Journal of Applied Research for Business Instruction, 12(2), 1.
Shabdar, A. (2010). Foundation Zoho: Work and Create Online. Apress.
Shabdar, A. (2017). Getting Started with Zoho CRM. In Mastering Zoho CRM (pp. 39-60).
Apress, Berkeley, CA.
Shabdar, A. (2017). Integrating CRM with Zoho Ecosystem. In Mastering Zoho CRM (pp. 159-
176). Apress, Berkeley, CA.
Shabdar, A. (2017). Mastering Zoho CRM: Manage your Team, Pipeline, and Clients
Effectively.

8CUSTOMER RELATIONSHIP MANAGEMENT
Shabdar, A. (2017). Running Your Business on Zoho CRM. In Mastering Zoho CRM (pp. 61-
130). Apress, Berkeley, CA.
Snihur, Y., & Zott, C. (2014). What Leads to Business Model Innovation in New Firms?.
In Academy of Management Proceedings (Vol. 2014, No. 1, p. 10490). Briarcliff Manor,
NY 10510: Academy of Management.
Zoho.com (2018). Online CRM solution | Zoho CRM. [online] Zoho.com. Available at:
https://www.zoho.com/crm/lp/general-crm.html?
gclid=EAIaIQobChMI7f65nN_U2gIVToePCh37MgQ9EAAYASAAEgLExvD_BwE
[Accessed 25 Apr. 2018].