Zoho CRM Tips & Tricks #06 | 8 tips om je customer journey effectief op te bouwen

Zoho CRM Tips & Tricks #06 | 8 tips om je customer journey effectief op te bouwen



Het belang inzien van hoe je een customer journey ontwerpt, kan zijn vruchten afwerpen in hogere conversieratio's, hogere klanttevredenheid en een gezonder bedrijfsresultaat.

Uit een recent, door McKinsey gepubliceerd, onderzoek bleek dat een brede en systematische benadering van de customer journey de klanttevredenheid met maar liefst 10% verhoogde. Uit een ander onderzoek, uitgevoerd door Boston Consulting Group, bleek dat bedrijven die hun klantreis aanzienlijk konden heroverwegen en moderniseren, de kosten met tot wel 25% konden verlagen en marges behaalden die 15% hoger waren dan gemiddeld.

In een markt die met de dag turbulenter en competitiever wordt, kunnen dit soort verbeteringen een worstelende onderneming overeind houden en van een goede presteerder een marktleider maken. Maar hoe kun je je customer journey verbeteren?

De sleutel is het hebben van een effectieve customer journey analyse, mapping en planning. Door gegevens uit je CRM en andere bronnen te gebruiken, kan je jouw customer journey optimaliseren, gaten vinden, bouncepercentages verminderen, tevredenheid verhogen en conversieratio's stimuleren.

Dit zijn de beste tips van Zoho voor effectieve customer journey planning en -optimalisatie:

1. Breng je customer journey in kaart: zet het met pen op papier, letterlijk of digitaal, en visualiseer elke touch point, hoe ze met elkaar verbonden zijn en hoe klanten erdoorheen bewegen.

2. Segmenteer je klanten op hun journey: wie zijn je klanten en hoe bewegen verschillende demografische klantgegevens zich op verschillende manieren door jouw touch points heen?

3. Identificeer zwakke punten: waar haken klanten op af zonder te converteren, en hoe verschilt dit per segment?

4. Stel doelen: als je eenmaal weet waar klanten afhaken en waar de klanttevredenheid laag ligt, kan je doelen stellen voor een verbeterde customer journey.

5. Breng je geoptimaliseerde customer journey(s) in kaart: breng met behulp van planningstools nieuwe, geoptimaliseerde, flexibele en effectieve customer journeys in kaart.

6. Optimaliseer elk touchpoint: gebruik de gegevens uit stap 3 om elke touchpoint -(e-mail, telefoon, social media, apps, enzovoort) zo efficiënt mogelijk te maken.

7. Maak gepersonaliseerde berichten: gebruik je CRM en andere backend-systemen om persoonlijke berichten met een krachtige boodschap te leveren voor elke klant op elke touchpoint.

8. Analyseer en verfijn: gebruik gegevens uit je CRM om voortdurend zowel realtime signalen als langetermijntrends te analyseren en daarop te reageren.

Je doel is om volledig inzicht te hebben in elke touchpoint in de customer journey, zowel in realtime als op de langere termijn. Met de juiste systemen kun je deze data gebruiken om de zwakke punten in je customer journey op te sporen. Deze kan je dan vervolgens snel verhelpen, de lekken dichten, bounces voorkomen en de klanttevredenheid maximaliseren. Ook kunnen deze ten alle tijde veranderen, dus flexibileitit is een vereiste hier.

Je CRM-software (Customer Relationship Management) moet de data-intelligentie en de tools hebben om je daarbij te helpen. Met Zoho CRM kun je de visuele reisplanner gebruiken om snel en eenvoudig optimale customer journeys te plannen en die trajecten vervolgens vanuit het CRM te implementeren voor alle kanalen en touchpoints.

Terwijl je segmenteert op basis van klantgedrag, kun je met Zoho CRM een bestaande customer journey als sjabloon gebruiken en deze vervolgens aanpassen voor elk nieuw segment. Het stelt je ook in staat om gegevens van alle touchpoints te verzamelen en te analyseren, zodat je direct optimalisatiemogelijkheden kunt identificeren, waardoor je de flexibiliteit krijgt die je nodig hebt om je concurrenten voor te blijven.

Sinds de pandemie evolueert de manier waarop klanten het liefst met bedrijven omgaan snel. En deze verandering vertoont geen tekenen van vertraging op korte termijn. Om te winnen in zo'n dynamische en veranderende markt, moet je de customer journeys tot in detail begrijpen en er intelligent en snel op kunnen reageren.

Dat is precies wat je met Zoho CRM kunt doen. Met deze tips kan je de customer journey binnen Zoho CRM optimaal benutten, jou helpen je concurrenten voor te blijven en je zakelijke doelen te bereiken.  




      • Sticky Posts

      • Virtual Community Meetup over Canvas voor Zoho CRM

        Beste Community leden, Wij nodigen jullie graag uit voor de Virtuele Community Meetup over Canvas voor Zoho CRM! Met Canvas kun je de gebruikersinterface van Zoho CRM herontwerpen tot een gebruiksvriendelijke en dynamische tool. Deze oplossing vereenvoudigt

      • Tips & Tricks #01 Top 10 Zoho CRM Integraties

        Wij helpen jou graag om het beste uit je CRM te halen. Zoho CRM ondersteunt verschillende Apps en Add-ons die jouw efficiëntie kunnen verbeteren wanneer je met sales leads, prospects en klanten werkt. Integratie is mogelijk met een uitgebreide set aan

      • Webinar - Nieuwe Canvas Functie voor Zoho CRM

        Wij nodigen jou graag uit voor de Webinar over de nieuwe Canvas-functie van Zoho CRM! Tegenwoordig zien alle CRM-softwares er hetzelfde uit: rijen met data op een witte achtergrond met een contrasterende kleur bovenaan en aan de randen. Dat is NU verleden

      • Ask the Experts #1 Online Forum Q&A over Canvas voor Zoho CRM

        Beste Community leden, Zoals jullie weten lanceerde Zoho CRM deze maand Canvas, de eerste CRM Designstudio in de branche! Met Canvas is het mogelijk om creatieve en praktische ontwerpen te creëren zonder enige kennis van programmeren te hebben. Het is

      • Ontdek onze nieuwe Canvas functie voor CRM

        Het gehele Zoho team is verheugd om onze nieuwe Canvas functie te introduceren, de enige functie binnen de branche die u in staat stelt om het ontwerp van uw CRM aan te passen! Canvas is een ingebouwde designstudio in Zoho CRM, waarmee u uw gebruikersinterface

        • Recent Topics

        • Show iFrame of related List inside of Blueprint Transition

          Hey, is it possible to show an iFrame of a related list like this inside of a Blueprint transition?

        • Lookup Fields not Converting

          I manage holiday properties. I have a lookup to the Accounts (Properties) in the Leads module. The lookup is connected to the property address field. When I convert it the lookup field does not update in Deals, although the property address does. There

        • 2024: A Year of Transformation with Zoho Forms

          As we close the curtain on another exciting year, it’s time to reflect on the strides Zoho Forms has taken in 2024. From empowering businesses with advanced tools to simplifying workflows and enhancing user experiences, our updates this year were all

        • Stop selling out of stock Items.

          Hi I have been using Zohobooks for a around 8 month now. I am not involved in selling process but my staff cant stop selling product which they do not hold in stock, this is a big headache for me as physical count never matches what is shown on the books. 

        • Bigin API Token Request ("invalid_client")

          Hi people, I tried to connect to the API without success, I've read all of the documentation multiple time and tried just about everything. I tried to do it with Python Request module and with Postman, passing the information through both the URL parameter

        • Customer Happiness not clickable when using API

          Is there a way to automatically add the Customer Feedback links when generating email drafts via the API? Currently, the feedback links are only added when generating an email draft using the UI. I tried using the endpoint described in https://desk.zoho.com/DeskAPIDocument#CustomerFeedback#CustomerFeedback_Getthecustomerfeedbackplaceholderlink

        • Send To Zoho Sign not Showing

          The button send to Zoho sign is not showing on my Zoho CRM . Is there additional steps I need to take after installing Zoho Sign to CRM ?

        • How to Get An Image's URL once it's uploaded to library?

          I manage to find URLs to the images I uploaded to my library, but after a day, it seems the links stop working like its only temporary. Where can I find the ACTUAL solid URL for my images that I upload to my Library so I can use them for my custom template / HTML coded template? Thanks, Mac

        • 【Zoho CRM】インポート機能のアップデート：既存データへのタグ追加が可能に！

          ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中のインポート機能のアップデートをご紹介します。 Zoho CRMのタグは、データを効率的に分類、認識するためのラベルです。 タグ付けは次の3つの方法で行えます： 個別タグ付け：少数のデータを手動でタグ付け 自動化：特定のタイミングで繰り返しタグ付け 一括更新：インポート機能でタグを追加または更新 今回のアップデートでは、インポート時に既存のタグを残したまま、新しいタグの追加、既存タグを置き換えできるようになりました。

        • Link to Desk tickets

          Hello, We are using Analytics to analyze data in Desk. Is there a way to embed a link to a ticket in reports?  We'd love to be able to see the drill down data, and click a value in a result row that would launch the Desk Ticket in another window/tab. Thanks in advance for any ideas!

        • Bluerprints: How to connect the created record back?

          I've a blueprint which creates another record as part of an 'After' transition. But the two records don't seem to be linked together. If it's not automatic - how do I get the created record ID to link it to the original record? Thanks!

        • Populate a Related List Item based on a Stage

          I would like to know if I can populate a CLOSED DEAL section in a contact that populates only when a Deal (something in the Deal Module) is listed as Closed - Won. I'd like another section that is just called deals, which shows me all other deals that

        • Being able to draw inside a module ?

          I was wondering if anyone know of a solution for this request. We would like to be able to draw directly from one module in the CRM and have it attached to that record. Here is an example. Paul would go to the customer once he as done the measuring, he

        • 2 serial numbers for 1 item (Mac address and Serial number)

          There is a way to track 2 serial number type for 1 Item. Ex: Some electronic devices have a MAC address and a serial number. I need to track those 2 numbers

        • Holidays

          Hi; For defining Holidays, you need to add logic to handle the year as well as the month & day. We need to be able to enter Holidays for the next year. I need to add a holiday for January 2, 2017, but I can't until January 1st, which is a Sunday and we

        • Delete a department or category

          How do I delete a Department?  Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.

        • Remove or hide default views

          I'm looking to only have the views pertinent to my organization.  Is there a way to show only my custom views (or separate them to a different area or something)? If not, this should be a feature as switching from Zendesk we had this option...

        • Analytics Module: Can you move items from one dashboard to another?

          Is there a way to move items from one dashboard to another? I want to rearrange my dashboard now that I know what i'm doing but i don't want to remake my various widgets? Edit: Hey Zoho, This would be a good feature: to be able to move/copy widgets to

        • Copy Widget to another Dashboard

          I can see the option to clone a widget to the same dashboard but is it possible to copy it to another dashboard?

        • Is there a way to print the dashboard?

          I would like the capability of printing the dashboard - is that possible?

        • Custom Deal Name in Lead Conversion Mapping

          I know there are ways to change the name of a Deal after conversion using a custom function, so no need to repost that information. I would like to see the CRM Improved with Deal Name Customisation and I think the Lead Conversion Mapping page would be

        • Introducing Record Summary: smarter insights at your fingertips

          Hello everyone, Building on the recent launch of Zoho's in-house Zia Large Language Model (Zia LLM)—a major milestone in Zoho CRM’s AI capabilities—we’re excited to introduce the Record Summary feature. This powerful addition makes use of Zia LLM to simplify

        • Suppress "spreadsheet will not be saved" message on published sheet

          I have published a sheet and have one column on that sheet that the user can edit (a dropdown picklist where the user can select the status for each line). Is there a way to suppress the Zoho Sheet message "Any changes made to this published spreadsheet

        • Missing "Email Authentication" tab

          Backstage is alerting users about "Unauthenticated Domains" with a large prompt in the backend. It adds a link to learn more. On this tutorial page, it shows where to find the "Email Authentication" tab in this screenshot. However, in our Backstage, that

        • Show item Cost value on Item screen

          The Item screen shows Accounting Stock and Physical Stock. It would be very helpful if value information could be displayed here as well, for instance Cost Price. Currently, to find the Cost Price (as used for inventory valuations) from inside the item

        • Zoho Analytics to Zoho Sheets - automatic update?

          Hi all, If I create a zoho sheet from an Analytics Report or Analytics Data, is there a way for the zoho sheet to automatically update as the Report / Data in analytics updates?

        • Integration with Moodle

          Greetings, I hope find all doing well and safe. I've recently returned to using Zoho Flow after a break and was hoping to connect my WooCommerce store with Moodle, the world's most widely used learning management system. My goal was to automatically enroll

        • How to Record Loan with interest

          I have received loans from friend he give me like 2 loans so far one is one year repayment and one short, how to properly record his payment, and repayment and give him statement  for each loan he give me 

        • Task status - completed - other options

          I have a dumb question I know i can make custom statuses for the tasks - but is there anyway to make additional "completed" statuses like for instance if i have a task "call back customer" and i leave a vm for them to call back marking it "completed -

        • Task module and related-to field

          In modules other than the Task Module I can add several lookup fields to provide a variety of relationships. In the Task module lookup fields are not available. There is only one "related to" field which I want to use for Company. But I want to relate

        • Add Lookup Field in Tasks Module

          Hello, I have a need to add a Lookup field in addition to the ones that are already there in the Tasks module. I've seen this thread and so understand that the reason lookup fields may not be part of it is that there are already links to the tables (https://help.zoho.com/portal/en/community/topic/custom-fields-on-task-module).

        • migrating from Zoho Invoices (CRM) to Zoho Books

          Good day, I was wondering if there was a easy way to migrate all the quotes and invoices from Zoho Invoices CRM to Zoho Books. We plan to move to using Zoho Books in a few weeks and would like to have all the quotes and invoices from the past 3 years

        • Zoho MA and Custom Module

          I am trying to create a sync between Markting Automation and Zoho CRM. I am mapping a custom module from the CRM. The custom module has email field mobile phone field However I cannot finish the integration since the system keeps asking me for email or

        • When is partial reimbursement going to be launched?

          Hi there. I saw somewhere that the partial reimbursement feature is in the work. What is the update and ETA of that? Our clients and prospects have been asking us and we agree that that is an important feature to have.

        • Year-End Wrap: Declutter Your Inbox Using Email Filters

          Ping!—an email drops in. And another. And another! It's finally that time of the year when your inbox will be bursting with messages from team members, clients, and marketing agents, leaving you feeling overwhelmed and distracted. Sounds familiar? Now

        • Unified Notes View For Seamless Collaboration

          To facilitate better coordination among different departments and team members, the notes added to a record can now be accessed in all its associated records. With this, team members, from customer service representatives to field technicians, can easily

        • Q4 Europe In-person Zoho User Group Meetup: Streamlining Your Business Processes & Introduction to Zoho CRM for Everyone

          Hello Zoho Community, We are excited to announce our upcoming Zoho User Group meetup in Europe! This session is designed to help you streamline your business processes using Zoho CRM, with a special focus on enhancing customer interactions and leveraging

        • Formula fields - Request for dynamic recalculation / proper implementation

          Hi Guys, I have a big problem with Zoho formula fields. They don't recalculate each time the record is viewed - only when a record is edited. Formula fields should be updated dynamically each time a record is retrieved. As an example: I have a formula

        • Items attribute questions

          Many of my items have attributes, such as size and color. How can I add new fields to the "New Items" screen to capture that in my Purchase Orders, Items, and Sales Order pages? I only see these attribute fields when adding an Item Group. Also, on the

        • Organize and Track Phases with Phase Custom Views

          Phase Custom Views let you filter and display phases based on specific criteria. This helps you focus on what’s most relevant for you and your team. Filter phases using criteria such as budget, status, and more. Share views with specific users or teams

        • Next Page