What scared me the most when I started Cofinia: selling.

I had never done any sales. Not even close.

I thought it was funny when, in the fall of 2016, I created a CRM account to manage my 4 clients and 3 opportunities.

Did I need a CRM? Not really.

But I had the belief that it would come in handy someday, so why not start off on the right foot!

I ended up killing two birds with one stone, as it was Zoho CRM that introduced me to Zoho Books and developed our expertise on over 15 Zoho apps.

Now, I don’t see CRM as a system solely for generating sales, but also as a daily work tool that allows us to be much more efficient.

Here’s why.


What Is a CRM?

Customer Relationship Management (CRM) can be defined as the strategy to identify, understand, manage and respond to the needs of potential and existing customers. The goal of a CRM is to centralize all data and activities related to prospects and customers in order to :

  1. Help record all the information required to provide a 360 degree view of customer needs and preferences.
  2. Provide various functions to automate and manage sales and marketing processes as well as interact and engage with customers on a regular basis.

A CRM helps a company manage its sales process, turn prospects into customers and establish and strengthen long-term relationships with them.


Why Do Businesses Need a CRM?

  • Three out of four customers say they have spent more money with a product or service provider because of a positive customer experience.
  • 47% of companies using CRM say their CRM has a “significant impact” on customer satisfaction (Source: Capterra).
  • CRMs are known to improve customer retention by up to 27%.
  • Sales teams gain up to 34% more efficiency.
  • CRM tends to reduce the sales cycle by 10%.
  • As simple as that, a CRM helps increase sales!


Benefits of Having a CRM System

Access to Customer Data at Any Time

A CRM allows you to record customer data in an organized way. As a result, your customer information is stored safely on a cloud-based platform and your teams can connect with customer information anywhere in real time.

Assign Roles and Responsibilities in Your Teams

Another advantage of having data centralized in a CRM is that it can be shared among team members. You can create or automate the creation of tasks and assign them to managers based on territory or department criteria, for example. This will ensure that each employee works in a similar way, according to a defined and evolving process that can be analyzed and improved by tracking performance indicators.

Streamline Different Processes

CRM comes with a wide range of features that can help increase the sales team’s ability to close more deals, help the marketing team in acquiring more leads, make it easier for support teams to respond to customer inquiries and do it faster, all at the same time.

Quantify Potential Sales

A well-configured CRM will help you keep track of your sales pipeline. By knowing your potential sales by date and probability, you will be in a better position to plan the resources required to meet your customers’ needs. Whether it is with your human resources planning or your inventory, you will be able to see the highs and lows coming.

Making Smart Decisions

CRM contains a lot of reports on prospects, customers, sales and a host of other metrics. You only improve what you measure. You can make decisions based on intuition, but also corroborate this intuition with numbers! With a CRM, it is possible to make the right decisions at the right time. In addition to the sales pipeline, you can measure a lot of other information like the average time of a sales cycle, the performance of a salesperson, the sales per customer and also, in many cases, the satisfaction of the customers.


Why choose Zoho’s CRM

 Zoho’s CRM is one of the best CRMs on the market

In addition to its many features, it is part of an ecosystem of 40 related apps to cover many of the needs of a business for its management tools (Zoho One).

Key Features in Zoho’s CRM

Customize your CRM

Once you have adopted the CRM for your business, it is best to customize it to your needs and not the other way around. Zoho CRM is flexible enough to adapt to your business process. You can add/remove fields, add modules, build reports and dashboards as needed.

Let the CRM Do Some of the Work for You

CRM allows you to automate some of these repetitive tasks and thus save time for other important activities. For example, use blueprints to determine a chain of actions to do in specific cases, integrate contact acquisition forms with your website to avoid double entry.

Connect, Communicate, Collaborate

Communication with customers is becoming more sophisticated and with Zoho CRM, you can put it all in one place. Whether it’s email, phone calls, live chat or social media like Facebook or Twitter, all your interactions can be viewed from within the CRM.

Integrate CRM with Other Apps

Zoho’s CRM integrates with a multitude of apps such as Zoho Books, Zoho Project, Zoho MarketingHub or other third party apps such as Quickbooks, Mailchimp, Google and Microsoft. Synchronization has already been planned. You may be using software solutions to perform specific functions in your business. Be aware that it is possible to develop a connection with the CRM to manage the customer relationship in one place.

A CRM is a must-have for companies, especially for small and medium-sized businesses with limited resources. It allows you to simplify your life and increase your sales, but especially to make the sales process more efficient.

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