Zoho Concepts : Onboarding

Get Started. It's Free
or sign up with your email address
Zoho Concepts : Onboarding by Mind Map: Zoho Concepts : Onboarding

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