Changing the consumer buying journey

“Research has shown that companies that create happy, loyal customers have more business, lower customer acquisition costs, and stronger brand value, which translates into better financial performance.”

Segmentation – The Customer Pyramid

Support growth :

  • Customer communication and workflow
  • Personalized reporting
  • Personalized awareness and automation
  • Proactive customer support
  • Collaboration made easy

Customization of the CRM infrastructure of your CRM and modules

Challenge to upgrade your CRM

Trends with CRM software

  • Growing use of AI in digital marketing
  • Continue to become social 2.0

Face to face between Salesforce and Zoho CRM


  • Pioneer, cloud-based and best-in-class
  • N ° 1 in market share and revenue
  • $ 13 billion in revenue and 36,000 employees
  • Customers include –Coca Cola, ADP and Delta Airlines
  • Proprietary applications – Service / Marketing and cloud sales
  • 3rd party application – application integration

Zoho CRM

  • Launched in 2005 in India
  • $ 450 million in turnover and 8k employees
  • SME customers – technology, real estate, media and consulting
  • Bundles – ZOHO One
  • Developer cloud and Marketplace


Leads and Opportunities – Board, Kanban, and Split View

  • Activities – record calls, emails and create new tasks
  • Chat for easy collaboration with the entire team
  • Customizable reports and analyzes
  • Share dashboards and permission setting

Leads and Contacts

  • Import Leads
  • Store Information on deals
  • Mass Email Leads
  • Log interaction such as tasks and events
  • Sync with Outlook and phone-Forecast

Price lists

  • Products and price lists by region;
  • Reports on outgoing calls, number of meetings, etc .;
  • Closing rate and length of the sales cycle;


  • Managers and contacts management
  • Forecast and territory management
  • Omnichannel customer interactions

Complete customer relationship lifecycle, from initial contact to closing:

  • Reporting and creating lists
  • Campaign management, lead capture, lead nurturing, lead segmentation, prospecting tools, interaction monitoring, lead distribution and pipeline monitoring

KPI dashboard:

  • Projects, human resources management, books and helpdesk
  • 3 third party integrations
  • Highly customizable

ZOHO Security:

  • Network redundancy –Duplication of data Standards OOWASP standards –Mitigate SQL Injection, Cross site scripting
  • Encryption –TLS 1.2
  • Sensitive customer data at rest is encrypted using 256-bit Advanced Encryption Standard (AES)
  • Single Sign On (SSO) Multi-Factor Authentication (MFA) Enabled

Cloud-Based Pricing: Desktop + App

Advanced Reports feature:

  • BillableFree
  • ZohoReports (create sales funnels, analyze win / loss ratios, make predictions, etc.)

Ease of use:

  • Easy setup
  • No administrator required
  • Track conversations from social media


  • Salesforce offers the most integrations;
  • But they are oriented towards the most expensive plane;
  • Requires annual billing;


  • Internal team training
  • Internal change management – Internal resistance to change
  • Data cleaning and migration
  • Custom CRM development
  • Assumption that more technology is better

The Golden Triangle:

  • People – Who will use it and where will they use it?
  • Process – must be fit for purpose
  • Technology – Increase value and drive profitability

Implementation :

  • Gradual implementation
  • Agile process
  • There is a price for perfecting data
  • Create collaboration and sales facilitation


  • Maturity model

The term “maturity” refers to the degree of formality and optimization of processes, from ad hoc practices to formally defined stages, to managed results metrics, to active process optimization.