Finally making the switch from Outlook Express to full blown CRM

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Hong Kong importer-exporter makes one of the largest relationship management leaps we’ve ever seen. From one of the most rudimentary contact management software applications to a full blown CRM system.


Raja Selarka is the owner of Comet (HK) Ltd, a 15-year-old import-export business. Comet purchases consumer and household goods from China and exports them worldwide.

The Challenge:

For 14 years Selarka managed his business through Outlook Express, the free email/contact manager application that comes pre-installed with every copy of the Windows operating system. He wasn’t using any CRM software. He hadn’t ever been exposed to it.

Outside of his own memory and a few scribbled notes, Selarka had nothing to remind him to call and email clients, vendors, and suppliers. When he travelled, he had no resource to look back at his history of communications. All that information was back at his office on his computer.

How discovered Zoho CRM:

Selarka never looked for another solution beyond Outlook Express because he simply never came across any type of CRM solution. It appears he didn’t even know about the category of CRM. That was until he saw Zoho at a friend’s office and realized, this is exactly what I want.

Competitive analysis of CRM:

Zoho CRM wasn’t the first CRM solution Selarka saw. He saw others. Was impressed. But the costs were so ludicrously high that he didn’t even bother. It’s understandable that Selarka balked when he first started looking at CRM solutions. For 14 years he had been using a free application to manage business relations.

Zoho CRM’s price didn’t send a shock to Selarka’s bank account. It was at a price he wanted, and he started using it just one year ago.

Unique use case of Zoho CRM:

Selarka is a very traditional CRM user. He takes advantage of Zoho CRM’s reminder features, which was his greatest need after leaving Outlook Express.

Given that an import-export business involves endless transactions with numerous suppliers, Selarka loved having contact information and invoicing all in one window, not scattered across multiple applications. In addition, all of Comet’s pricing information is within Zoho. So if he’s out and about and a customer asks about the price of a product, he can just look it up online. He doesn’t need to go back to the office.

Advice for others:

Selarka has become a complete convert to Zoho.

“If you have Zoho, you don’t need anything else,” he said.

We appreciate the compliment, but with all the other great tools out there (many of which Zoho integrates with) we can’t take full credit for answering all business problems. But if we’d previously been running our business on Outlook Express we’d agree as well about Zoho. Thanks Raja.

Using a CRM solution that most closely mirrors real life

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With a 15-month ramp up time, Louise Vincent needed Zoho CRM to manage all her relationships from designing her products, producing them, to ultimately determining who would be her buyers.

Business: Natural Hero Ltd – High performance natural recovery products for sports and fitness.

The challenge: Managing parallel developments working with plant scientists, physiotherapists, and cosmetic specialists. Plus have to think about who will the business serve.

“It’s that juggle between moving that business forward and developing as a business whilst also keeping fairly on top of the key issues of the people you’re working with,” Vincent said.

They were looking for a solution that could handle their relations with trade, with suppliers, and with the outside world. Prior to Zoho CRM Vincent wasted a lot of time with emails, documents, and spreadsheets.

How discovered Zoho: Talked to a lot of colleagues and got peer recommendations.

Unique use case of Zoho CRM: Didn’t try to setup everything at once. Using Zoho CRM has been very iterative and at each stage Vincent reflects back on what she has been learned allowing her to change if necessary. No configurations are set in stone, nor are they costly to change. When they decide they want to handle things differently nothing is lost as they shift processes.

Advice for others: Don’t get sucked into administrative nonsense, look at what actions (e.g., reports) will have impact to your bottom line. For example, the sales pipeline report shows potential customers and what level they’re at with regard to their potential income. This allows you to see who and what you need to focus on next.

“There’s something rather seductive about [administrative stuff] where you can enjoy just ticking things off without seeing what the end result is,” said Vincent. “Make sure you’re looking at the reports that are measuring impact rather than process.”

“Whatever relationship management system you use, and I recommend Zoho, make sure it links up with real life,” said Vincent. “Don’t get so caught up on the processes that you forget what you’re using it for.”

Listen to the complete interview with Louise Vincent here.

Zoho Reports: Cascading User Filters

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As you get to use a piece of software or application more and more, you tend to discover more and more about its capabilities. A little icon here, a shortcut key there – finding those hidden jewels results in Eureka moments that make you go, “Aha, so it’s done that way!” Sometimes, you may even find Easter eggs, cleverly placed by fun-loving programmers.

Before I digress further, let’s take the case of ‘User Filters’ in Zoho Reports. While continuing to use the drag-and-drop report designer, one day you might have noticed the third tab and asked yourselves, “How different is this ‘User Filters’ tab from the other ‘Filters’ tab?” and clicked on it. Then, as you first created your user filter, it may have dawned on you about how it works and how useful it is for the viewers of a report.

Till recently, though, there was one little niggle with user filters. Let me explain with an example. Say you are a Manager of a retail store that sells many ‘Products’. And these products fall under a few broad ‘Product Categories’. Now, let’s say you’d set up a user filter for ‘Product Category’ (for the report’s viewers to know how sales have fared in each category), and then you’d put in a second user filter for ‘Product’ (for viewers to further drill down sales based on products).

When a viewer chooses a ‘Product Category’ to view, what will her expectation be with the ‘Product’ user filter? To display products of that particular product category alone, right? Sadly, this wasn’t the case, and Zoho Reports simply continued to list products of all categories. This has been corrected now with the ‘List only relevant values’ option.

When a value is chosen in the first user filter, it cascades over the subsequent filters, giving the report’s viewers a better user experience.

Hope you liked learning about how the working of user filters has been improved now in Zoho Reports. If you notice a need for any such improvements when using other features, do let us know in the comments below or write to us at We’ll do our best to bring them in for you :)

Prototyping with Zoho Creator: A Unique Use-case!

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Zoho was a platinum sponsor at this year’s CRM Evolution Conference, held in New York on August 10. The event brought together many CRM users and vendors, and although CRM was the focus of most discussions, we were looking forward to hearing about Zoho apps too.

And so, we were happy to hear from Charlie Isaacs, a Zoho Creator enthusiast. In addition to working with Alcatel-Lucent, Charlie also works as a social media strategist for Genesys Lab.

When asked about how Zoho Creator simplified his requirement, Charlie had something unique to tell us: he prototypes using Zoho Creator.

Listen to Charlie explain how he does it:

Whenever Charlie gets a new idea for a project, he prefers to use a prototype to propose his plan. He says, and we agree, that a prototype is almost always more compelling than a 20-page document. Charlie takes advantage of Zoho Creator as he builds form-based solutions. The advantage Zoho Creator has over MySQL, he says, is that MySQL doesn’t allow the association of a form on the front-end.

There is always Oracle and MySQL, but to get something up and running, Zoho Creator is there for me.

In addition to prototyping, Charlie also spoke about an interesting mobile application that he uses to read QR codes, which are looked up in a Zoho Creator database. Based on the information returned, like UPC codes, Charlie then dynamically constructs the menu on the handheld application.

Thank you, Charlie, for sharing with us two very new use-cases of Zoho Creator. We’re glad to hear that it only takes an hour with Zoho Creator to complete the prototypes, versus 8 to 10 hours without it.

Zoho Corp: Celebrating 15 Years of Success

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Zoho Corp is celebrating its 15th anniversary.

began our journey in 1996 as ‘Advent Network Management Inc’ and
reinvented ourselves to become ‘AdventNet Inc’ and most recently ‘Zoho
‘. We started offering products in a niche market (Web NMS), built a profitable business, re-invested in engineering to enter a larger market (ManageEngine), built a successful division and then entered the Business, Productivity & Collaboration market (Zoho). All along, we built this company with no external funding. We bootstrapped ourselves into a profitable business with over 1500 employees across 3 divisions.

During these 15 years, we have seen several economic bubbles and busts, several companies come and go, many companies acquired, but we stayed true to our goal of building a long-term business. In other words, unlike many companies you see here in silicon valley with a ‘built-to-flip’ model, we have built a business with long term culture.

As Sridhar says

“We built this business to run it, not run away from it”

We’d like to take this opportunity to thank our customers, employees, partners, well wishers and the entire Zoho ecosystem for continued support. We will continue to innovate and we are going to be around. 

Thank You!

Google Calendar/Contacts Sync for Zoho CRM Individual users

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Our Google Apps users have been thrilled with the Google Calendar and Contacts sync with Zoho CRM! This excitement has also trickled down to other Zoho CRM users, and comes to us in the form of repeated requests for extending this to all other users. 

Once again, we heard you loud and clear! And today we are glad to announce that we are extending this feature to all our Professional and Enterprise plan users.

Zoho CRM for Google makes it easier for your business to collaborate, communicate and share information, all in one centralized place. If you are using Zoho  CRM with your Google email address, your Calendar and Contacts are all conveniently available in the same place.

At Zoho, we want to make sure you get the most out of your user experience, so please let us know how you like this additional feature. Feel free to drop us a line if there are other enhancements you’d like to see. We love hearing from you! 

Begin customer relations before your business is up and running

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Bernt Ruetzel is literally building a small business. It’s a rental home in Italy, an old rustic home called Bogata Roggio. As he’s waiting for permits to start building, Ruetzel has launched a website and began engaging with prospective customers.

Here’s the rundown:

Business: Vacation home in Italy, Bogata Roggio.

The challenge: Initiate customer relations before business begins operations. Add custom fields specific to the needs of his customers.

How discovered Zoho: Stumbled on Zoho at his large company that wanted to use a CRM solution just for their department. He began playing around with it and realized it would be perfect to use for his small business.

Competitive analysis of CRM tools: He looked at and compared many CRM products including He feels that all the CRM systems are the same. What differentiates them is how easily can you customize the product for your specific business needs.

Unique use case of Zoho CRM: In Germany, school holidays change depending on what region of the country you live in. By asking a prospective customer their address and if they have kids, he can determine when they have free time to take a vacation. This allows him to better time his holiday requests and offers.

Advice for others: Ruetzel says users of CRM solutions need to spend more time upfront thinking about what you want to do rather than immediately implementing. It’s important to understand the entire process from getting a prospect, to sending an offering, getting pre-payment, final payment, follow up, and ultimately feeding those tips back into the system so he can improve his business process.

How do you want to follow with your customers? What are the steps you need to take? These will inform you as to what fields you’ll need to add to customize your CRM system, Ruetzel said.

Listen to the whole interview with Bernd Ruetzel here.