Features
Marketing automation
Webform Analytics
How many leads has a particular webform generated? Where did those leads come from? Did everyone who started filling the form, submit it? If you constantly ask these questions, Webform analytics has the answers you seek. It effectively breaks down all these statistics into visual charts to give you a clear picture on the various aspects of the webforms' performances.
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Marketing Attribution
Are you able to give appropriate monetary credit to the most deserving campaign? or do you feel that the performances of individual campaigns are getting masked due to their sheer number! To be sure, that your current ROI distribution strategy is performing as intended, you can run your strategy through one of the attribution models and understand which one suits your business structure.
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Cohort Analysis
Analyze the patterns and trends of your time-bound sales processes, like your lead conversion time and your sales cycle. Cohort analysis can be used to visualize your customer retention over the span of a year, lead conversion trends for a particular quarter, and time taken to close deals for a particular month—filtered by sales rep, country, product, and more.
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Quadrant Analysis
Do you need to comb through high volumes of data to make sales decisions? Organize your information into matrices with Zoho CRM's quadrant analysis, and visualize the underlying trends in your sales data.
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Workflow Suggestion by Zia
A lot of activities handled manually by sales reps could be done more efficiently if automated. Zia combs through your activity history and suggests customized workflows to automate a multitude of activities that directly improve your productivity.
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Webform A/B Testing
You need to constantly tweak your webforms to ensure that the leads you generate are of quality. A/B testing allows you to measure the performances of various versions of the same form, to see which one produces the best results. You can control the traffic being sent to each version as well as the duration of the testing. Upon completion and when the winner is determined, you can immediately replace all other versions of the form with the best performing one.
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Workflow Usage Reports
Understand the effectiveness of your workflows with detailed performance breakdowns of how every action is set in the process. It helps you identify the sections of a workflow that needs to be tweaked and improved to optimize it.
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Record Owner Suggestions by Zia in Assignment Rules
One of the most important factors in converting a lead or closing a deal is assigning the record to the right person. Zia can now – based on the track-record of the sales reps handling similar records – assign it to the right rep.
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Workflow for Emails
Use workflows to optimize your post-email activities. You can now choose to trigger workflows based on the status of incoming/outgoing emails, or based on specific fields like the subject or attachment name and more. This gives you an added flexibility in your email follow ups by helping you trigger notifications to users, send another follow up email, update fields or even call in webhooks when the criteria matches.
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Zia for Emails
Zia now gives you a better email experience. She will capture information relating to events from the emails and pre-fill them if you choose to create an event. She lets you enrich customer data from the email signatures and also identify the intent of the incoming emails and help you respond accordingly.
Online helpThis feature is available for orgs that have user licenses above 25.
Process management
Review Process
There are instances when the information in a record needs to be manually verified to reduce any issues stemming from incorrect information or junk data. Define a review process, and assign members from your team. Empower reviewers to verify record information before approving or rejecting it, and add comments where appropriate.
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CommandCenter
Define and automate complex business processes across multiple modules in Zoho CRM with CommandCenter. The drag-and-drop interface helps you define your processes and set up actions that need to be triggered between steps. Monitor progress step-by-step, optimize your process, and fix bottlenecks to help your team perform better.
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Segmentation (RFM Model)
Analyze and segment your customers based on their lifetime value with the RFM model (Recency, Frequency, Monetary value) to help you engage them with targeted campaigns. Increase customer engagement and improve ROI by identifying cross-sell and up-sell opportunities, and offer personalized engagement to your customers.
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Zia Recommendation
Now, Zia can help you find the most relevant product or service that a lead is likely to be interested in. Zia analyzes each touch point that customers have with your brand, looking for patterns, and helping you write a sales pitch that sells.
Online helpThis feature is available for orgs that have user licenses above 25.
Customization
Multiple Sales Pipeline
If you're dealing with multiple products or services, or you have different sales processes based on geography, Zoho CRM lets you create distinct sales pipelines that allow you to customize every stage of the pipeline to suit the process it's used for.
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Zia Vision
Zia can recognize and classify the images of people and objects in CRM. You can train Zia to identify different objects using pre-trained object classifiers or your own images.
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Zia Prediction Builder
Zia can predict the possible outcomes in your business. You can train her to make estimations, calculations, and probability of an occurrence using which you can modify your existing sales and marketing methods.
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Wizards
Breakdown the record creation page into easily manageable screen-by-screen forms with Wizards. Use buttons to navigate across these screens and save a partially completed form as draft to enter details later.
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Signals
Create your own signals and receive notifications of the events that occur in any third-party application. Raise the signals through a function or an API, and view them in a custom-designed widget all inside Zoho CRM.
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Working with Calls
Customize the call information screen by adding pick lists, custom fields, and more to capture vital information about incoming and outgoing calls. Also, automate activities before or after sales calls based on a wide range of triggers. Set up workflows to notify agents about missed calls, sending emails or scheduling call.
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