Assessing the Productivity of Zoho CRM for Small Businesses

Running head: CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT
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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