Zoho CRM 2020 Feature Edition - Post One
The much awaited Zoho CRM 2020 feature edition is here!
Our exciting new set of features will help you to:
- Understand customers' expectations
- Offer a personalized selling experience
- Evaluate how your business processes are performing
- Improve work environment of your employees
Understand customers' expectations
Businesses are now more focused on understanding customers' behavior and putting their interests first in order to provide a personalized experience. One can leverage their existing customer data to draw meaningful insights and use them to provide superior services.
Zoho CRM offers some new features that can help you understand your customer's behavior.
Segmenting customers based on their purchase history (RFM model): Observing your customers' buying patterns, like the products they frequently purchase, the amount they spend, and their time of purchase can give a deeper understanding of their preferences and interests. These attributes can be captured in Zoho CRM as RFM (recency, frequency, monetary) metrics. Segmentation uses the past purchase pattern to categorize the customers into homogeneous groups that indicate which customers need immediate attention and which ones are loyal.
Studying customer traits and sales trends (Cohort analysis): Monitoring the buying pattern of customers for a set period can help you identify their interests and preferences, which can be used to pitch the right products or services and increase sales. For example, you can use the segment-based cohort to analyze the customer behavior in an end-of-season-sale and deduce the products that sell more in a season and understand which categories are more popular among your customers. In upcoming sales, you can focus more on those products and invest wisely in marketing campaigns.
Likewise, you can observe the lead conversion or deal closure pattern for a few months to see if there is a dip, and take corrective actions to mitigate the problem. For example, below is a time-based cohort that highlights the months in which less deals were closed. You can investigate the conversion rate and ascertain if the problem exists in the follow-up process or in the customers' lack of
interest in overtime.
Group customers using combinations of attributes (Quadrant analysis): Dividing customers into different groups based on a combination of attributes can help determine which attributes have more impact on customer satisfaction and lead to repetitive purchasing behavior. Based on the results, you can align your available strategies to increase customer satisfaction and retention. For example, a company that sells products to different industries can group customers based on purchase patterns, amount spent on purchases, time taken to close a deal, and product preference. This analysis can be used to identify:
- The right product for an industry
- Which industry to concentrate on
- The suitable time to launch a product and more.....
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