1. B2B vs. B2C
1.1. Different forms of commercial transactions
1.1.1. B2B
1.1.1.1. Company sells its products or services to another business
1.1.1.2. Entire organisation involved in finalising the purchase
1.1.1.2.1. Higher price point
1.1.1.2.2. Involves other departments e.g. trustees, C-level executives, finance
1.1.2. B2C
1.1.2.1. Company sells its products or services directly to the customer
1.1.2.2. Customer has full control on whether or not they purchase the service or item
2. Customization Options
2.1. Fields
2.1.1. Sales data is stored in fields, containing a singlar piece of information
2.1.1.1. e.g. name, company name and phone number
2.2. Page Layouts
2.3. Modules
2.4. Views
2.5. Templates
2.6. Workflows
2.7. Roles
2.8. Profiles
2.9. Reports
3. Audit Logs
3.1. Offers a complete chronological history of the CRM activity of each user
3.1.1. Shows when and where an updated was made and by who
3.2. Useful in data administration
4. Multi-channel Communication
4.1. Enquiries are generated through several channels: Live chat, phone, email, social media and in-person.
4.1.1. Allows ease of access to information through channel integration in the CRM to offer contextual information to your curstomers and team
5. Business Process Management
5.1. Maximizes productivity in an organization
5.1.1. Specified guidelines ensure that new employees will not have to worry about what has to be done for specific requirements
5.2. Ensure that the processes are monitored and updated frequently in order to keep information relevant
6. User Management
6.1. Tools should reflect your sales process and have a good understanding on who will manage this process
6.1.1. Hierarchy of the company should be mapped out on the CRM system to ensure data sharing is for the relevant hierachy
6.2. Map out roles and permissions of different users in the CRM and monitor their usage
7. Subforms
7.1. Enables you to enter additional line items in addition to the primary set of fields
7.1.1. e.g Medical Aid company notes the main dependant - additional dependants will be listed in the subform fields
8. Sandbox
8.1. Simulation to mirror existing CRM account to safely test changes before going live
8.1.1. Handy tool to test new users
9. WebTabs
9.1. View webpages within the CRM system without having to switch between tabs
9.1.1. Does not integrate these wepages with your CRM data
10. Tab Groups
10.1. Organises modules for easier navigation
11. Layout Rules
11.1. Helps you manage field dependancy
11.1.1. e.g. Guardian details are only required for applicants under 18 years of age. This field will only be necessary if the age of the applicant is less than 18.
12. Custom Links
12.1. Dynamic links generated automatically by the CRM based on certain parameters
12.1.1. Define URL link which will pull from existing profiles and add the link to their profile without having to do so manually
13. Custom Buttons
13.1. Enable you to perform a set of user operations in the CRm
13.1.1. Comes with a set of pre-defined functions
13.1.2. Functions that do not exist can be created from scratch and executed at the click of a button
13.1.2.1. Create a quotation once a deal is close, using the information and details discussed so far in the correspondence on CRM
14. Blueprint
14.1. Define a process in the system to guide your team to execute the processs in a specific manner
14.1.1. Transitions in Blueprint
14.1.1.1. A link between two states in a blueprint
14.1.1.1.1. Describes the conditions and actions required in order to move a state from one condition to another
14.1.2. States in blueprint
14.1.2.1. "State" refers to each stage of the business process using a blueprint
14.1.3. Blueprint SLAs
14.1.3.1. Agreed upon a timeframe that a record is left in a particular stage e.g. lead to deal - what is the timeframe for this ?
14.1.3.1.1. Configure an escalation alert / SLA to determine how long a record can stay in a particular state
15. Sales Collaboration
15.1. Feeds module in CRM allows you to hold discussions and collborate with teammates
15.1.1. Social media equivalent
15.1.2. Notifications regarding record updates, share status updates and collaborate with peers
16. Telephony
16.1. CRM Integration with Phone
16.1.1. Call customers directly through CRM
16.1.1.1. Connect a PBX system (private branch exchange) amd the Zoho CRM system
16.1.1.2. Calls are automatically logged and notes are added accordingly
16.1.1.2.1. Follow up tasks are automatically created within the sales context
16.1.2. Offers sales context through CRM system to your phone conversation
17. Standard and Custom Modules
17.1. Companies prefer to store information about their prospects, customers and their organisation separately
17.1.1. Modules allow you to separate information accordingly
17.1.1.1. Default / Standard Modules
17.1.1.1.1. Leads
17.1.1.1.2. Contacts
17.1.1.1.3. Activities
17.1.1.1.4. Reports
17.1.1.2. Custom Modules
17.1.1.2.1. Custom modules can be created for user specific elements e.g. Suppliers to list our suppliers
18. Process Loop
18.1. Occurs when a record moves back and forth between stages without an opportunity for a succesfful exit
18.1.1. e.g. deal follow up process = successful approval of discount is rejected, it creates a feedback loop that will try to re-approve the discount until not rejected
19. Autoresponders
19.1. Used to automate scheduled follow ups with customers
19.2. Email follow ups can be scheduled for a specific time, at specific intervals etc.
19.3. Ensures that your customers are followed up with reguarly so you can spend your time on other productive sales and activities
20. Sales Territories
20.1. Organises customer accounts so they can be grouped and shared within the organisation
20.1.1. Geography
20.1.2. Industry
20.1.3. Expected Revenue
20.1.4. Verticals
20.2. Territory Management
20.2.1. Business spread across regions with multiple divisions and products
20.2.2. Easier sharing of customer accounts among the sales team and ensures sales opportunities are maximized, ensuring satisfactory customer service
21. Data Migration
21.1. Systematically moves existing data sets
21.1.1. Map modules and fields in the new application
22. Sales Pipeline Management
22.1. Systematic set of stages to close a deal
22.1.1. Qualification
22.1.2. Value Proposition
22.1.3. Negotiation
22.1.4. Contract Review
22.1.5. Deal
23. Activity Follow Up
23.1. Tasks
23.1.1. Sending emails
23.2. Events
23.2.1. Client meetings
23.3. Call Logs
23.3.1. Associated to corresponding prospects
24. Data Sharing Settings
24.1. Availability is based on roles and profiles within the organisation
24.1.1. Restrict and grant access only to people who require access to this data
25. Field Sales Operations
25.1. Employees may be required to physically visit the client - these are referred to as "Field Sales Operations"
25.1.1. Demonstrations
25.1.2. Tradeshows
25.1.3. Product Events
25.1.4. Determine ROI and reward employees for number of field visits or ROI investment
26. Leads
26.1. Defining a Lead
26.1.1. Prospective client with an interest in purchasing from your company
26.1.1.1. Obtaining a Lead
26.1.1.1.1. Campaigns
26.1.1.1.2. Emails
26.1.1.1.3. Company Website
26.2. Lead Conversion
26.2.1. Lead Nurturing
26.2.1.1. Active follow ups through various methods of communication
26.2.1.1.1. Email
26.2.1.1.2. Phone
26.2.1.1.3. Chat
26.2.1.1.4. Social Media
26.2.1.2. Converts leads to customers
26.3. Lead Generation
26.3.1. Process of identifying and acquiring potential customers
27. Contact
27.1. Qualified Lead
27.1.1. Expresses interest in your business
27.1.2. Existing clients
28. Deal
28.1. Agreement between AfricanTusk and the customer to proceed with the sale of a product or service for a specified amount
28.2. Deal Stages / Pipeline
28.2.1. Qualification
28.2.2. Negotation
28.2.3. Value Proposition
29. Lead Source
29.1. Channel where your customer has found your business
29.1.1. Website
29.1.2. Tradeshow
29.1.2.1. Later stage in the buyer's journey
29.1.2.2. More likely to convert to a sale
29.1.3. Social Media
29.1.3.1. Initial stage of the buyers journey
29.1.3.2. Less likely to convert to a sale
30. Module vs. Record
30.1. Module
30.1.1. Categories grouped based on similarities
30.1.1.1. e.g. Prospects are grouped into modules called "Leads"
30.1.2. Can be customised according to business requirements
30.1.3. Module Relationships
30.1.3.1. Lookup fields create relationships between modules to gather more information about each client
30.1.3.2. Module relationships are pre-defined in the CRM system between accounts, contacts and deals
30.1.3.3. Ability to create lookup fields to link new modules
30.1.3.4. Key to understanding how the CRM will store your data
30.2. Record
30.2.1. Entries submitted under each module are classified as "records"
30.2.1.1. e.g. "Lead 1", "Lead 2"
31. SalesSignals
31.1. Real time notifications sent within Zoho CRM.
31.1.1. Email opens, clicks and bounces
31.1.2. Missed Calls
31.1.3. Survey Responses
32. Workflow Rules
32.1. Rigorous follow ups reduce errors
32.1.1. Automation helps to reduce the workload for the follow up process
33. Validation Rules
33.1. Create validation rules to check the validity and correctness of data once entered into the system
33.1.1. e.g. Company does not offer discounts over 10%. If this rule is not logged in the system, you will be able to edit this amount and it will go unnoticed
34. Common Transition
34.1. Transitions that are accesible from multiple stages in a blueprint
34.1.1. e.g. Cancellation button for an upcoming trip at various stages in the process
35. The Home Tab
35.1. Tracks progress of you and your teams - indicates your business progress quickly
35.1.1. 3 Views
35.1.1.1. Classic View
35.1.1.1.1. Default view which cannot be edited
35.1.1.2. User Homepage View
35.1.1.2.1. Can be cusomised by a user
35.1.1.3. Shared View
35.1.1.3.1. Important insights which can be defined by an administrator to a specific set of users
36. Transitions
36.1. After Transition
36.1.1. Specifies routine actions that can be automated once a transition is completed
36.1.1.1. Record Owner vs. Transition Owner
36.2. During Transition
36.2.1. Specifies a set of conditions and actions that must be fulfilled by a user in order to move a record to another stage of the blueprint
36.3. Before Transition
36.3.1. Allows you to choose who is responsible to execute the transition and which records it will be applicable for
37. Record Owner vs. Transition Owner
37.1. Record Owner
37.1.1. Owner of a specific record - is accountable for all updates and actions performed on that record
37.2. Transition Owner
37.2.1. Accountable for a specific transition in a blueprint
37.2.1.1. Each owner is responsible for the transition to be completed in their name
37.2.1.1.1. Ensures that the following process can be executed without delay
37.2.2. In most cases, the record owners are usually the transition owners