Discover better ways to exceed customer expectations – Introducing Customer Surveys in Zoho CRM

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Zoho Survey is now integrated with ​Zoho CRM. If your CRM is the lifeline of your business, this integration is the perfect combination to transform customer relationships from direct feedback.

Whether you need to create a simple Net Promoter Score (NPS) survey or a detailed feedback questionnaire, you can get it done in a jiffy. Zoho Survey combines an easy to use interface with a number of question types and, if you need a ready-made survey, use a pre-built template questionnaire as your survey.

Build your questionnaires with Zoho Survey and schedule them for periodic feedback or to gather further information. Results from your surveys are pushed right back into your CRM. Not only are you able to view individual responses of each customer but you also have their entire history of responses in the contact profile.

What makes surveying a paramount need for your business is that you can maintain a consistent feedback loop with customers and your sales reps ​can sharpen their selling techniques. For instance, a sales rep on call with a customer can upsell or engage the customer based on the feedback the customer has provided. The answers from surveys are contextual for each customer which gives the sales rep an edge. How? He has information from the customer on his screen which he can use to engage in a conversation that is relevant to the customer’s response.

Need further reasons to use surveys? Picture these scenarios to see what you could be missing without them.

Recently, your sales rep won or lost an important deal. Do you know the reasons for the win or loss? If you ask your customers, you can measure and improve your service while interacting with the next set of prospects.

Product specialists in your team organize webinars and on-site training sessions for customer groups. Do you know how the specialists fare in their presentations? Getting in touch with the attendees and collecting their feedback helps your teams improve demos, webinars and training programs in the future.

How do you measure the satisfaction score for your brand? Periodically every few months or even once a year, knowing what your customers think of your brand propels improvement, better strategies and on the whole directs you towards providing exemplary customer satisfaction.

Within Zoho CRM, another element of collaboration establishes a link between creating surveys and distributing them easily which you can achieve with Zoho Campaigns. Once you are done creating a survey, you can choose Zoho Campaigns to schedule email campaigns containing the link to your survey.

The benefit of Zoho Survey being integrated with Zoho CRM is summarized in three points.

1.    Create surveys to gather feedback
2.    Schedule and distribute surveys and track responses instantly
3.    View responses contextually inside a contact details page

To know what your customers need, ask! The best way to do it is with Zoho Survey. Create a professional survey today and watch the results roll into your Zoho CRM.

To know more about this integration and setup, attend our webinar on Tuesday, November 4th, 2014.  To register, click here.

Feeds – The New Way To Collaborate in Zoho CRM

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Stay in the loop of what’s going on in your business through Feeds, the real-time social collaboration tool for Zoho CRM.  We’ve taken the difficulty out of trying to stay on top of big deals and seamlessly organized them into one feed in your CRM

Now, instead of having to go through individual records for each member of your sales team, you can automatically follow big deals that are entered into Zoho CRM. You can set up auto-follow rules so you get notified of big deals and other important activities in your feed. There’s no need to hit a sync button or refresh the page since your feed is updated automatically.

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Bridge the Gap between Google AdWords and Zoho CRM

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Like any passionate marketer, you rely on Google AdWords for online marketing campaigns and a CRM to track your website’s leads. But at the end of the day, it can be hard to know if your campaigns are really worth the time and money. Sure, your AdWords campaigns may be increasing your website traffic, but how many of those clicks convert to potential customers? And when you win and record an offline deal in your CRM, do you know if that deal was initiated by one of your online ad campaigns?

Put an end to this guessing game and get the answers you need with Zoho CRM for Google AdWords: you can now measure how each online click contributes to offline sales.

Ready to bridge the gap between your online ad campaigns and lead generation process? Here are five ways to use Zoho CRM for Google AdWords:

From Click to Leads – Understand Your AdWords Costs

You can now ask John Wanamaker to eat his words:  “Half the money I spend on advertising is wasted; the trouble is I don’t know which half.”  With Zoho CRM for Google AdWords, you can follow the complete sales cycle from “click to lead” and finally measure the ROI on your AdWords spending. Find out exactly which campaigns and keywords are generating  the most revenue for you, so you can spend more on keywords that generate the most business and stop using keywords that simply don’t work.

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Ringio helps sales teams close more deals by bringing Click To Call to Zoho CRM

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This is a guest post by Sam Aparicio, CEO of Ringio.

Today we are announcing a new integration with Zoho that brings Ringio’s Click To Call, Power Dialer and cloud phone system capabilities right into Zoho CRM. You can learn all about it here.

We’re excited because we’ve seen first-hand how useful it can be for a sales team to have an integrated technology platform. If Zoho CRM is your sales team’s cornerstone and you do inside sales, you’re going to want to add Ringio to the mix.

Our mission is to help sales teams amplify their sales conversions. We do it by providing sales reps with tools that help them communicate more frequently with prospects, and by eliminating the drudgery of manually entering call information. When you empower your reps, they are free to sell more.

Ringio is becoming the telephony app of choice for many fast growing companies that are looking to quickly identify the winning sales recipe, and to disseminate what high performing reps do across their sales team. Ringio plays a critical role in helping sales managers find sales process acceleration, by making it easy to find call recordings in Zoho CRM, and by putting at their fingertips call productivity metrics.

So what does it do?

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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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firstoneon

“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

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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.

crmplus_social_blog_screenshot1

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.