The Future of Mobile CRM

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Everyone agrees that a mobile CRM strategy is critical, yet so few are doing it. Instead of trying to find people who are using mobile CRM, I decided to ask people what they wanted out of mobile CRM. It was simply a free form discussion trying to understand what people’s ultimate desire was for mobile CRM from the perspective of employees using the tool in the field, and customers engaging with the company from their mobile device.

At the opening party at the CRM Evolution 2012 conference in New York City, I asked people, “What would you like mobile CRM to look like?” Here are their answers.

Embarrassing Things Happen When You Don’t Use Zoho CRM With The Mail Add-On

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I’m not going to preach about the benefits of Zoho CRM, or why you should use it with our Mail Add-on.

Instead, I’m just going to highlight what happens when you don’t.

Below is an email, a real email, I just sent to the VP of Sales or a company that was trying to sell us some service. Fine company, but they are not using Zoho CRM with the Mail Add-On.

This is not the first time, in the recent past I’ve had the same experience with other companies trying to sell me stuff. From now on, they’ll get similar emails. I just made this a template in Zoho Mail.

Rodrigo

ps. I changed the names  to protect the innocent ;) Everything else is verbatim.

——————-

============ Forwarded message ============
From : <my email>
To : <VP of Sales Email>
Date : Wed, 29 Aug 2012 14:56:37 -0500
Subject : Fwd: Re: New Partners
============ Forwarded message ============

<VP of Sales> -

Hello! We have never spoken before, but I’ve spoken to two of your sales reps – <Sales Rep 1> and most recently, <Sales Rep 2>.

The reason you’re getting this email is because, see, after some lengthy discussions with <Sales Rep 1>, I decided not to sign-up with you guys, and we left it there, amicably.
Then, <Sales Rep 2> contacted me again this week – starting from scratch (I understand <Sales Rep 1> left).

Now, this is not the fault of your sales guys. It’s just they don’t have the right tools.

The most valuable communication between you and your prospects/clients is stored in your email. When you combine your email with your CRM, not only you can avoid embarrassing situations like this, but most importantly you can provide better service to your customers; and everyone in your team can stay informed about what’s going on with each prospect.

Zoho CRM allows you to combine your email (any email you’re using) with your CRM. Painlessly. No BCC:, no nothing.

Yes, I understand you’re currently using Salesforce, but well, we just saw how that is not working too well for you guys!

Let me know if you’re interested in learning more and I’ll connect you with one of our account managers.

best,

Rodrigo


Who’s Benefitting from Integration and Mobile?

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Companies that are more strategic in nature, meaning they look at how their actions affect the whole organization and how they can bring it together for a common good, are more likely to be integrating social at the application level. They’re bringing social into CRM, marketing automation, and customer service, said Brent Leary, Partner with CRM Essentials, in an interview at the CRM Evolution 2012 conference in New York City.

What’s more important is those that are integrating social into their applications are 2 to 3 times more likely to see benefit from social tools. That’s because a strategic organization is, by its nature, working more collaboratively, said Brent Leary, referencing a social business study he conducted in partnership with the SMB Group about companies’ integration of service applications and use of mobile technologies.

Leary’s analysis tried to see if there was a dividing line between those companies that were using social and mobile strategically versus those that were far more informal and not integrating the services into their existing systems.

The strategic integrators are 40 percent more likely to predict increased revenues in the upcoming year as opposed to those that are more adhoc in nature. The ones who aren’t even using social from a business perspective are even further behind, said Leary.

Strategic players are also leveraging mobile. Not just from a productivity standpoint but also from a marketing and brand building perspective. They know they have to create content that looks good on a mobile device. If they want to build relationships and sell things they have to include mobility in their strategy, Leary said.

Integration and mobile are both costly endeavors. So I asked Leary if he only had a little money to spend, where would he place his dollars?

“If you really want to build relationships and get the customers eating out of your hand you really have to get into the palm of their hand first. So you have to come up with a mobile strategy, engage them where they are, and build from there,” said Leary.

Deliver high quality service to your customers with Zoho CRM for Google Apps – Ben Wisbey

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There are many factors that make your business a success. The most predominant factor being the loyalty that your customer has towards you. Happy customers make a successful business. Next on the list would be, following the best cost saving strategy, effective use of labor and deploying best resources to run your business. Ben Wisbey, Managing director, FitSense, deployed Zoho CRM to run his business successfully. It assisted him to get happy customers with less labor and cost involved.

About FitSense :

FitSense is a Canberra-based organization that specializes in delivering research based corporate wellness programs. They partner with other organizations and assist them to increase the productivity of their workforce. FitSense evaluates and offers suitable health programs to people working in the organization. Established in 2004, FitSense Australia has proved itself as one of the best in their domain by delivering the best wellness programs to their clients.

Challenge :

Like every other organization FitSense also faced one the biggest challenges – Small workforce but tonnes of work to be accomplished. Ben said “Managing service delivery and keeping track of our sales pipeline gets tedious for a large clientele base. We have to monitor all contact we make with our clients, run reports, keep track of the program schedules and complete it on time. Our competitors have multiple staff to handle these tasks, while we have got only a few members to do this role”

Solution :

FitSense was very keen on putting the best foot forward in delivering the best service to their clients. They started to look out for a CRM that would elevate their business process. They tried various CRM – ACT!, SugarCRM and last but not the least, CRM giant Salesforce. But it is their hard luck, none of the CRM seemed to be working out. And on the same time FitSense was using a number of Zoho Apps which intrigued them to try Zoho CRM. “Since then, we have been Zoho CRM users and have not looked back. It is great.” said Mr Wisbey.

Result :

FitSense has been using Zoho CRM for nearly 2 years now and they love its ease of use. “Zoho CRM allows us to provide a quality service without additional labor and at a reduced price.” said Ben. He also said “With customization of contacts and Email Automation, we have been able to closely monitor the communication with our customers, quickly report the program details to them and complete the programs on time. Without Zoho CRM, we would have needed more assistance and labor resources.”

Making customers happy is one of the most integral part of any business. Zoho CRM assuaged Ben’s desire to get happy customers to his business.

Try Zoho CRM for Google Apps and deliver quality service to your customers!

HelpOnClick live chat software and Zoho CRM join forces

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This is a Guest Post by Neran Ashkenazi, CEO of OnClick Solutions Ltd.

What if I told you that you could generate at least 40% more leads without generating new traffic to your site? Sounds good right? Then you’ll love the innovative chat system we at HelpOnClick have to offer.

Including live chat in your site will give you an advantage over your competitors who do not have this capability. Customers in the digital age do not want to “open a ticket” or send an email through a “contact me” section. They want answers now. Having a chat capability enables this impatient potential customer to have a chance to ask a question in real time and get an answer right then and there. When they get what they want, they’re more likely to continue talking with you and buy something.

To get a better understanding of how this works picture yourself going to a new retail or service business online. You arrive at the site and notice that you are being asked to join a live conversation. You find this great because you have tons of questions to ask and were just about to leave the website. You join the chat and realize you are talking to a live person. You get your questions answered in a short amount of time. As a result you buy the product or service or schedule a phone call to continue the discussion.

CRM software in many ways become more advanced over the years. The need to maintain a strong relationship with your customers is an important rule to follow. Zoho CRM is a great system to do that and close sales. But to do that, you need the leads. That’s where HelpOnClick comes in with our new live chat to Zoho CRM integration that will allow you to enjoy both worlds.

Are you new to HelpOnClick live chat? If you are, we’d love to offer you, as a Zoho CRM blog reader, a free 14 day tryout + 80% discount on your first paid month. Just use coupon code ZOHO during checkout. Check us out on our website: http://www.helponclick.com

- Neran

Make your sales happen with Zoho CRM for Google Apps – GDLsystems.com

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Regardless of the size and kind of a business one does, sales matters. To make the sales happen, one needs to have all crucial information about the opportunities in the market and make quick decisions. And that is exactly what Juan Pablo Orozco, CEO of GDLsystems, has in his mind. He says “If you don’t have the real time information, you are blind and you can’t take decisions. If you can’t take quick decisions you will be out of the business”

 

Juan wanted the best CRM software which would help improve sales. And here is how Zoho CRM facilitated GDL systems with finding more business opportunities in the market.

About GDLsystems.com:

GDL Systems is a Mexican company based in Guadalajara, Jalisco. Juan has 12 years experience in the field of IT and his expertise led him into starting his own organization in 2008. There are now 12 employees working for GDLsystems. GDL Systems specializes in information technology, with a mission to provide small and medium businesses access to useful Web applications and systems. Their main line of business are e-Commerce development, Web Page development, Web Application development and Online Marketing.

The GDLsystems team

Challenge:

GDLsystems was looking for a service that could help them improve their sales process. They wanted to analyze the market and find out more profitable opportunities. When asked Juan about the challenges they faced in the business he said “People with several roles can forget important tasks and in turn there are chances of missing some opportunities.” He also added “Being a small business often means more business areas than people and that means each individual must play several roles. In such a dynamic industry, cash flow can change for better or for worse on every month and we must be able to predict sales. Also small business has a tight budget but the needs are always big that is we have to grow and in the same time need to contain cost” 

Solution :

“I was looking for a CRM in Google Apps Market place and found Zoho CRM. Meantime we also evaluated SalesForce, SugarCRM, InfusionSoft among others. After evaluation and recommendations from friends I decided on Zoho CRM.”  “No upfront cost, you pay as you go. So every business can afford to run Zoho CRM.” commented Juan on the pricing.

There are currently 4 members in their organization who use Zoho CRM. For more than a year now, they have been employing it for different purposes such as Lead registration, Lead conversion to Contact/Account, Opportunity registration/tracking and follow up, Opportunity report, Email automation, Task management and a lot more. Juan said ” The best part is, we can customize Zoho CRM just the way we want it.”

Result:

“I can’t imagine our Sales Department working without Zoho CRM.” said David Orozco, Sales Manager, GDLsystems and Juan added “Zoho changed our sales process and we have a solid process now”

He also said “Zoho CRM allows us to have a real time information to predict sales and income for the month. It helps us focus on the most profitable opportunities and made our sales team more productive. We can now create reports and export valuable information for further analysis. Zoho CRM also increased our ability to respond to customers more quickly than ever before.”

Thus after a long search Juan has found what is best for his business. Its time for you to find the right solution for your business.

Go ahead and try Zoho CRM for Google Apps now!

 

Running Multiple Businesses on One CRM Platform

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Young Eric Hans Shaefer organizes the bits of his very busy life and businesses all together on one single instance of Zoho CRM.

The Business

At 23, Eric Hans Shaefer has already become quite an impressive Renaissance man and entrepreneur. He runs a series of successful businesses including a luxury rental service in Hawaii, an online video prayer site, and a web development company. On top of all those entrepreneurial ventures, he is a Christian artist that has worked as a standup comedian, actor, and musician that tours across the U.S. and the world. He used to manage all his life and businesses with a multitude of tools and a very scattered brain. Now he just uses Zoho CRM.

The Challenge:

Shaefer started his luxury rental business with very little organization. While he scheduled lots of online advertising, he really didn’t have a system to manage the calls, the contact information, or payment processing. Realization hit him when the calls started flooding in and the information was being left on scraps of paper and digital files everywhere.

How discovered Zoho:

A woman who ran a companion tour company in Hawaii introduced him to Zoho. It was at this point he realized that this was the tool he could use to could organize all the elements of his multiple businesses and his creative pursuits. He immediately started using it and got ramped up in just a couple of months.

“Being able to use Zoho to help me out with my business has helped me fund my passion,” said Shaefer. “What I have found is that when I have so many different things managed in one spot I get a lot more productive.”

Competitive analysis of CRM:

It really took just that introduction from a friend to be sold on Zoho. Shaefer had used other such information organization type applications, such as Evernote, but they didn’t have the organization by person that Shaefer needed. They simply didn’t have the focus Zoho had, said Shaefer.

Unique use case of Zoho CRM:

What’s so unusual about how Shaefer uses Zoho is how it manages his many different businesses and his creative pursuits. For each business and his tour schedule, he’s divided all the information into tabs.

Zoho has also become an information repository for Shaefer. He grabs screenshots and PDFs that he thinks would be valuable to his customers, tourists. He includes images so often in his use of Zoho that he would like a drag and drop feature with Zoho and see the pictures in line with the contact instead of having to download attachments.

Shaefer also wants greater management of his phone calls, especially as he’s taking many of his calls via his Android phone and he uses Zoho CRM on his Android phone. Zoho does have a Log a Call feature and there are plugins such as Ringio that offer similar services.

Advice for others: 

For someone who was in his same situation as he was, Shaefer recommends Zoho for the following reasons:

  • You can customize it to whatever you do and however many businesses you have. Even likes you can actually customize the colors and look of the application.
  • Zoho has great customer service. You can actually talk to the people if you have a question or problem.
  • The Zoho fellowship and community is growing making it valuable for everyone.

If you’re not using a CRM application such as Zoho, you’re losing money, said Shaefer.

“I was personally losing money because I was not having everything kept track of. I would call these places and not have the right dates and the right names of people,” Shaefer said. “I had credit card information strewn throughout my house.”

Now that’s no longer the case as he accesses Zoho from any device – his computer, iPad, and phone – and all the information is in one application online.

For more, listen to my full 16 minute interview with Shaefer.