Zoho CRM Plus - An Overview
Many organizations use different software systems to manage emails, calls, customer relationship management, etc. for their sales, marketing, and support teams. Since customer information is in silos, it's difficult to understand customer behavior, improve inter-department and team collaboration, and monitor and track real-time analytics. It's also difficult to identify the life cycle phase your customers are in and have a single view of customer data. So the only way for organizations to overcome these challenges is to have a comprehensive view of customer data on one software platform, which is usually time consuming, laborious, and expensive.
Zoho CRM Plus changes all of that. With a suite of business applications on the Cloud, organizations have fewer obstacles to creating the best customer experience possible. Zoho CRM Plus includes Sales Automation, Exclusive Email Client for Sales People, Visitor Tracking, Helpdesk, Projects Collaboration, Marketing Automation, Social Media and much more so that it's much easier for your sales, marketing, and support teams to know each customer's history and have a single view of their data. CRM Plus enables organizations to improve operational efficiency, maintain customer satisfaction, and accelerate business growth. From reaching out to prospects to closing deals to offering support and retaining loyal customers, Zoho CRM Plus is with you in every phase of the customer life cycle.
With Zoho CRM Plus you can: Improve customer engagement, collaboration, and productivity among your sales, marketing, and support teams Reduce operational costs Increase sales performance, sales conversion, and ROI Help your sales team make better sales decisions Reduce the sales cycle Deliver exceptional customer service Target the right audience segment, keep track of competitors and events, build your brand's identity and reputation, measure and analyze social media performance, and track revenue Streamline your team's work, be more organized, collaborate better, and have clear visibility of your project metrics through integration with Zoho Projects Identify marketing trends and make smart decisions to accelerate business growth through real-time reporting. The following scenario illustrates how Zoho CRM Plus can be put to use.
Zoho CRM Plus comes with the following features:
- CRM for sales automation
- SalesIQ for visitor tracking
- Desk for support management
- Projects for projects collaboration
- Campaigns for email marketing
- Social for social media management
- Survey for customer surveys
- Analytics for metrics and KPI
- Marketing Automation for personalizing customer journeys
- PageSense for tracking and analyzing website performance
- Webinars for capturing your audience
- Backstage for managing events
- LandingPage for creating and managing landing pages
- WorkDrive for online file management
- Cliq for streamlining communication
Zoho CRM Plus also provides customization options. With Advanced Automation, you can create workflows; schedules; web forms; rules for escalation, lead assignment, and approvals; and notifications.
Let's say you are planning to launch a new product. You can create a social media campaign or an email campaign. With the help of SmartQ, you can publish the post to the targeted audience.
Your campaign responses can then be tracked, so you can identify who from your campaigns has visited your website and automatically convert them to leads. You can also interact with website visitors instantly through live chat and answer their questions.
Once you've created new leads, you can contact them by phone, email, chat, or through other channels supported by Zoho CRM Plus. You start receiving sales queries from prospects and find emails piling up in your inbox. With SalesInbox, you can organize and prioritize emails, create filters that reflect sales priorities, and view how your contacts have progressed through the sales life cycle. You can also perform CRM activities right from your inbox, automate lead conversion process, set rules to create leads, contacts, and deals, assign time to remind you when you have to hear from prospects or customers that matter to you most.
Now you can track all further conversations and transactions you have with that prospect. And, once the deal is won, you can create a project, set milestones, create tasks, and track project activities and project issues and close them. You can also give your client permission to view and keep track of project activities and deliverables.
Once your customer has purchased your product, you can assist them through Helpdesk. Track customer tickets, define your SLAs, and measure customer happiness. You can create advanced surveys to get periodic feedback from customers to improve your product.
Reach out to your customers and build lasting relationships with them by creating, sending, and tracking your email campaigns in Zoho Campaigns. Create campaigns so you can cross-sell and up-sell your products, segment your subscriber list, and add new subscribers. Take advantage of auto-responders to send emails, share your campaigns on social media, and see how well they do in real time.
Business intelligence reports and dashboards can be created to analyze customer data and make informed decisions. You can set targets, create contests, and motivate your sales team to perform better with Motivator in CRM. Through contests, you can foster healthy competition among your team members, help them win trophies and badges with every deal they close, and generate more revenue.
The centralized user management feature lets you add and manage users to Zoho CRM Pus from a centralized place. With centralized user management, you can ensure that your customer data is secure, without introducing complicated processes. From engaging your prospects to generating and nurturing leads to closing deals to providing better customer support, you can manage each process in your sales, marketing, and support teams with Zoho CRM Plus.
Browser Requirements
To access and work with Zoho CRM Plus, the following browser requirements are recommended:
- Chrome - 10 and above
- Mozilla Firefox - 8 and above
- IE - 10 and above
- Safari - 5 and above
- Opera - 12.1 and above.
As your business grows, you will experience challenges in security and user administration. The more users you have, the more important it is to securely identify them and determine their level of access.
The solution for effective security and user administration is role-based access control. By managing users access efficiently, organizations can simplify their security processes while still keeping their data safe.
Zoho CRM Plus now includes the Admin Panel, a centralized place to manage users and their access to applications. This guide will help you learn how to access and use the features of the Admin Panel.
To access the Admin Panel
- Go to Zoho CRM Plus and click the User icon in the top-right corner of the page. You'll see a panel slide out from the right side of the page.
- Click the Admin Panel in the sliding panel, below the user's name and email address.
Note
- You must be an administrator in CRM Plus or have user management permissions in at least one of its component applications to access the Admin Panel.
From the Admin Panel, you can:
- Manage organization details
- Add users to Zoho CRM Plus
- Assign applications and allocate privileges to users
- View and manage users' application access
- Change the owner of a particular application
- View your subscription information
- Upgrade to Zoho CRM Plus Plan and manage and view billing details.
When you add users and assign applications to them, they will only have access to the applications you assign to them. For instance, if a user is assigned an administrative role in CRM, and a non-administrator role in Social, Campaigns, and Projects, they can manage and perform all tasks in CRM but they will have access only to certain features in the other applications.
User Permissions
When you sign up for Zoho CRM Plus, by default, you will be the Owner of the organization. You will have access to all of Zoho CRM Plus's applications:
- CRM
- Campaigns
- Social
- Webinar
- Survey
- PageSense
- Backstage
- Analytics
- Desk
- Marketing Automation
- SalesIQ
- Projects
- LandingPage
With the trial version, you can invite up to 10 users to your organization. If you have existing users with access to these applications, they will be automatically migrated to Zoho CRM Plus with the same roles and permissions.
Note
- If you are assigned the role of CRM Plus Administrator by your Owner, you can access any of Zoho CRM Plus applications by clicking the Access button displayed in the Onboarding page.
There are three levels of administrative control in CRM Plus:
- CRM Plus Administrators
- Owners
- Application Owners
CRM Plus Administrators can manage all the core functions in CRM Plus and the affiliated applications. Owners have all of the same privileges as a CRM Plus Administrator, but can also change the organization details, portal URL, and designate a new owner. Application Owners can manage core functions in the respective application they are assigned to and also manage organization details, portal URL, and designate a new owner in a particular application.
The following table outlines the actions available in the Admin Panel for each administrative role.
Permissions | Owner | CRM Plus Administrator |
1. Change Owner | Yes | No |
2. Change Portal URL | Yes | No |
3. Update organization details | Yes | No |
4. Add/remove CRM Plus Administrators | Yes | Yes |
5. Add users in CRM Plus | Yes | Yes |
6. Activate/deactivate users in CRM Plus | Yes | Yes |
7. Reinvite users in CRM Plus | Yes | Yes |
8. Export users' data | Yes | Yes |
9. Delete users | Yes | Yes |
10. Enable/disable access to an application for a user | Yes | Yes |
11. Update details for a user in an application | Yes | Yes |
12. View subscription information* | Yes | Yes |
13. Upgrade/modify CRM Plus subscription | Yes | Yes |
Note
- Users who have user management permissions in one or more applications of Zoho CRM Plus can view their subscription details.
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