There are better ways to engage customers: Introducing Visitor Tracking, Social, Telephony and more!

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Last week we announced our biggest release ever, which included Zoho CRM Plus, Zoho Sales IQ and Zoho Social. This week, we’ve some more new and interesting features that will help you make your company into a customer-focused organization.8 New Features in Zoho CRMClose the loop between Ad Dollars and Offline Conversions

The famous lines by John Wanamaker “Half the money I spend on advertising is wasted; the trouble is I don’t know which half” is now passé. Zoho CRM for Google AdWords bridges the gap between the online ad campaigns and lead generation process. It pulls the impressions, clicks, cost, etc., data into CRM, and exports the offline conversion data from CRM to AdWords. So you can now measure a customer’s journey from the ad click to the conversion. This complete cycle – from click to deal – also provides you with the ROI of each ad campaign, giving you a clear picture of the campaigns that are profitable and the ones which are not.

Google AdWords Integration

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Customer Spotlight: SEO Entrepreneur Switches to Zoho and Thrives

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“I was bored out of my mind. I didn’t know what to do.”

It was 2010 and Peter Bowen had just retired from owning and operating an advertising agency in Toronto. However, retirement did not prove to be all he had hoped for.

“I thought I was going to retire but I got bored and I didn’t know what to do with myself. So I thought that this would be a great opportunity to do something I enjoy doing, have some fun, and keep myself occupied.”

Peter decided to start his company, First One On, and knew from prior experience that he needed a CRM to keep his sales pipeline organized. Having recently used Sugar CRM at his previous company, he thought this would suffice, however he was soon disappointed and left searching for a new CRM solution – until he found Zoho.

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Our biggest release ever: Announcing Zoho CRM Plus, Google AdWords integration, Zoho SalesIQ and Zoho Social

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When the first CRM packages came into the market in the 1990s, Google AdWords didn’t exist, social media didn’t exist and most companies didn’t see customer retention as strategic. Customer engagement started when a sales person visited a prospect or made a phone call.

Fast-forward two decades, and now companies engage their customers in a very different manner. They interact with them on social media, the sales cycle starts with Google AdWords, and website engagement is paramount. Now, forward-thinking companies recognize that customer retention is just as important as sales.

The way companies interact with customers evolved. Traditional CRM software didn’t. Customer Relationship Management was supposed to mean everything customer-related. Instead, CRMs got stuck in Sales Force Automation – the part where companies take a lead from beginning to close, and sales managers forecast what is about to close. Other pieces of customer-facing software, be it social media, email marketing or customer service became stand-alone categories, rarely -or very weakly- integrated with the core database of customers.

Today we’re announcing Zoho CRM Plus – the only unified software offering that allows companies to become truly customer-centric. With Zoho CRM Plus, companies can engage the right prospects, sell smarter and retain more customers through email marketing, better social media engagement, post-purchase implementation and customer service. Companies can’t become customer-centric if all their customer information is siloed across multiple software vendors. Zoho CRM Plus is the one must-have piece of software for every customer-facing person in an organization.

Engage the Right Prospects

Zoho+SalesIQ+RingsOne of the challenges companies face is not just finding more prospects – but knowing which prospects they should engage with and how to prioritize them. Zoho CRM Plus helps companies identify prospects who engaged with their website, chat with them, connect through social media, send email campaigns and automate other marketing items. Zoho CRM Plus helps convert seemingly random website visitors to engaged prospects.

Sell Smarter
It starts with having all customer and prospect data in the right place. Sales teams cannot become customer-centric if critical customer information is scattered around different systems. Beyond basic lead and contact information, Zoho CRM Plus helps companies keep track of customer support requests, marketing campaigns and website engagement. Did a hot sales prospect just tweet something negative? Better act fast.

Teams that spend time in repetitive tasks or handling low-value prospects don’t help the bottom line. The advanced automation capabilities in Zoho CRM Plus means that sales teams will always be dedicated to the most important customer opportunities. Work smart. Sell smarter.

Retain and Delight More Customers
It is cheaper to keep a customer than to acquire a new one. That is why increasing retention through customer satisfaction initiatives is a priority for modern organizations. Zoho CRM Plus provides advanced customer support tools so every company can provide the right help to the right customer at the right time – whether over phone, email, chat or on social media.

Customer retention starts by delivering your promises on time. Zoho CRM Plus project management tools help delivery teams stay on top of key client deliverables and collaborate on every item to meet all milestones without a hitch. Collaboration features like feeds, document sharing and chat keep everyone on the same page to ensure better customer focus.

Measure & Improve
Zoho CRM Plus helps continually measure and improve every single step across the customer lifecycle. Start by measuring the impact that marketing spend has in customer acquisition rate and revenue. Integration with Google AdWords gives marketing organizations better insights into how their ad spend relates to revenue.

Sales operations can rely on our Advanced CRM Analytics, which provide deep understanding into the performance of sales teams through custom visualizations that relate multiple pieces of data from CRM and external systems. Similarly, measure and improve customer retention with feedback from customer satisfaction surveys. Ensure your customer support team is able to ward off unnecessary problems.

The Power of Context


Zoho CRM Plus not only covers every single step along the customer lifecycle, but brings context to every interaction. You can see tweets and Facebook posts in the context of the relationship your company has with them. You can see customer deals in the context of what kind of experience they’ve had with your customer support team. You can see leads in the context of how well they’ve engaged with your site. Context matters. Nobody in the industry offers such a complete offering built entirely from scratch.


Zoho CRM Plus is available starting today, for $50 per user per month. We are intentionally limiting the number of customers we sign-up for the product while we bring it out of beta and into full availability.

We know that not every customer is ready (yet!) to buy into our entire vision of a single piece of software for marketing, sales and support – so we’ll of course continue to offer parts of it separately, including the main component, Zoho CRM, as well as other pieces of this big vision that we’re unveiling today, including:

  • Zoho CRM for Google AdWords
    Connect your Google AdWords account to your Zoho CRM account so all your data-driven insights are in one place. You’ll be able to close the loop between your online spending and your offline conversions. If this wasn’t enough, we’ve also added and enhanced other features in our core Zoho CRM product, including integration with VOIP and hosted PBX Systems, sales collaboration through feeds, holistic customer activity views with CRM Views, and more.
  • Zoho SalesIQ
    Real-time website visitor intelligence for sales and marketing teams, enabling them to engage visitors, qualify and get them into the sales funnel. Unlike traditional website analytics that focus on aggregate visitor data, Zoho SalesIQ provides intelligence at the individual visitor level. Companies can identify the most important opportunities or the active prospects coming back to the company’s website. Intelligent triggers enable reps to engage with the most valuable prospects. And of course, reps can convert a visitor to a lead in Zoho CRM and all engagement history is available to CRM users for future reference.
  • Zoho Social
    Zoho Social provides actionable insights for marketers and companies who want to increase their social media engagement with better content, real-time monitoring and advanced analytics. Zoho Social allows companies to reach the right audience at the right time – delivering content when their target audience is most likely to see it. And that’s not all, Zoho Social also helps teams collaborate on content and create customized reports.

Zoho Social

We’ll provide more details about each one of these apps in their own posts in the coming days. We have much more to say. We know it is a big vision, and we want you to be a part of it.

Your on-the-go Zoho apps are now FREE!

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No matter what kind of business you run, most of the work is done from your mobile devices. Accessing customer information, creating follow-up tasks, accessing custom apps and submitting reports, all while on the go, has become critical to stay connected with your business.

No, we’re not exaggerating.

Recently, we hit 1,000,000 downloads for our Zoho apps (iOS and Android), and we’re glad to see that the number is rapidly increasing. With so many people embracing mobile apps for their businesses, we’ve decided to make the Zoho CRM and Zoho Creator mobile apps free for all customers, on any edition. Which means, you now have complete functionality (read and write access) to the mobile apps, irrespective of the edition. So, go ahead and start CRMing. Run your entire business with full access to custom apps from your smart phones.

free mobile app downloads for all users

That’s not all, some of our other products such as Zoho Vault, Zoho Mail and Zoho Campaigns have their mobile apps free as well.

Listen to what some of our customers have to say…

Wow great app and so easy to install – fab!! Four stars because would mean you got the business for me and I sat at home getting fat and rich – Nick Bird, Zoho CRM

Works great. Intuitive. Staying connected to our ZOHO CRM while we’re away from the office has really supercharged our sales process.  – Andy Coats, Zoho CRM

Excellent Online Database app!!! – Justin Chang, Zoho Creator

Of course, we have a long way to go. We’re listening to your feedback and constantly improving our mobile apps to make ​them better so that you can run your entire business on ​them.

So, what are you waiting for? Go to your mobile app store and install Zoho apps now!

Zoho Pulse iOS App on App StoreZoho Pulse Android app on GPlay


3 Sales & Marketing Tactics SaaS Vendors Need To Kill

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forced contracts

SaaS used to stand up for something much bigger than just software delivered over the internet.

At its inception, SaaS was the anti-thesis of big, stodgy software companies: IBM, Microsoft, Oracle, SAP. Where big software companies had hefty prices, SaaS was affordable. Where big companies had convoluted pricing licenses (Microsoft’s Licensing, anyone?), SaaS promised straightforward per-user pricing. Where big software companies required upfront long-term contracts leading to “shelfware,” SaaS promised paying for only what you truly needed.

As both a SaaS customer and a SaaS vendor, I want to talk about three tactics where I see the industry veering off course.

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3 Steps to fall (and stay!) in love with your CRM

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Finding the Mr. or Ms. Right is hard. What’s even harder is taking the relationship to a happily-ever-after ending.

Your journey with a CRM solution is no different. You need to find that right solution, deal with the initial hiccups and complications, and even distractions from other vendors. But once you successfully cross these initial barriers, it’s a smooth sail to a new beginning.

So, how do you lay the foundation for a long-term relationship?Find the CRM you'll Love

Find ‘The One’

With many vendors out there, here are some tips to keep in mind to find the right one.

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Win More Deals with Document Analytics In Zoho CRM

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This is a guest blog post by Adam Metz, the author of Amazon #1 internet-marketing best-seller ‘The Social Customer’, and the VP of Business Development at PandaDoc.

Zoho CRM users have been able to send documents to their contacts for five years. The company even added a real-time editor into their Document Library 3 months ago.

But they’ve never had integrated Document Signature or Document Analytics. Until now.

PandaDoc and Zoho CRM IntegrationLet’s say you want to send Emily, one of your leads, a Google Slides presentation or a Microsoft OneDrive document to read or sign. PandaDoc and ZohoCRM IntegrationSure, you could share the document with Emily via email. But once the doc leaves Zoho, it’s tough to tell whether she read every page of it, signed it, or even looked at it.

Most sales professionals want deep visibility into what their customers are thinking. It’s difficult to sell in a competitive situation without this kind of “deal intelligence.”

“Deal Intelligence” on Documents to Leads

Currently, Zoho CRM customers can upload their documents from many different formats. Now you can also send those documents to your Zoho CRM contacts faster and find out:

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