Zoho CRM: Critical User Skills (Second Edition)

Zoho CRM: Critical User Skills (Second Edition) Training
Zoho CRM: Critical User Skills (Second Edition)

Zoho CRM: Critical User Skills (Second Edition)

2 Days Course
CRM Solutions
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Course Details


A Customer Relationship Management (CRM) system is most effective in building strong relationships with customers. You can now take advantage of the powerful and user-friendly features of Zoho’s CRM to automate the sales processes within your organization.
This course will provide you with the knowledge and skills needed to use Zoho CRM in the real world. You will start using Zoho CRM by familiarizing yourself with the user interface and data components. To support the functioning of the sales process, you will manage inventory data, communication through emails, and repetitive tasks using macros. In addition to these functions, you will perform operations aimed at improving sales and enhancing customer satisfaction by performing marketing activities, customer support functions, and data analysis.


In this course, you will use Zoho CRM to improve your marketing, sales, inventory, and customer service business practices.
You will:
Log in to Zoho CRM and customize user settings.
Organize leads in the Zoho CRM sales process.
Execute the sales process in Zoho CRM.
Interact with leads and contacts via emails, calls, events, and social media.
Simplify and automate Zoho CRM.
Perform marketing activities in Zoho CRM.
Manage the inventory in Zoho CRM.
Finalize sales.
Perform customer support functions in Zoho CRM.
Analyze CRM data.


Lesson 1: Getting Started with Zoho CRM

  • Topic A: Join the Zoho CRM Organization Account
  • Topic B: Identify the Data Components of Zoho CRM
  • Topic C: Customize User Settings


Lesson 2: Organizing Leads in the Zoho CRM Sales Process

  • Topic A: Identify the Stages in the Zoho CRM Sales Process
  • Topic B: Create and Import Leads
  • Topic C: Optimize the Importing Leads Process
  • Topic D: View Import History
  • Topic E: Customize the Leads Home Page Views


Lesson 3: Executing the Sales Process

  • Topic A: Convert Leads After Evaluation
  • Topic B: Create Accounts
  • Topic C: Maintain Contact Information
  • Topic D: Develop Potentials


Lesson 4: Interacting with Leads and Contacts

  • Topic A: Documenting Interaction on a Lead or Contact Detail Page
  • Topic B: Organize Activities and Create Tasks
  • Topic C: Send Emails
  • Topic D: Log Calls
  • Topic E: Organize Events
  • Topic F: Connect via Social Media


Lesson 5: Simplifying and Automating Zoho CRM

  • Topic A: Create Macros
  • Topic B: Create Simple Workflows


Lesson 6: Performing Marketing Activities in Zoho CRM

  • Topic A: Create Email Marketing Campaigns
  • Topic B: Track Email Marketing Responses


Lesson 7: Managing Inventory in Zoho CRM

  • Topic A: Manage Vendors
  • Topic B: Maintain Products
  • Topic C: Complete Purchase Orders
  • Topic D: Create Price Books


Lesson 8: Finalizing Sales

  • Topic A: Create Sales Quotes
  • Topic B: Prepare Sales Orders
  • Topic C: Generate Invoices


Lesson 9: Performing Customer Support Functions in Zoho CRM

  • Topic A: Create Cases
  • Topic B: Implement Solutions


Lesson 10: Analyzing Zoho CRM Data

  • Topic A: Generate Reports
  • Topic B: Create Dashboards


Appendix A: The Zoho CRM Mobile Edition

Target Audience

This course is designed for end-users, who may be executives working in sales, marketing, inventory control, or customer support departments, and who may need to use a CRM system as part of their daily work. They may perform tasks such as tracking sales orders, managing leads, and converting leads to closed sales with the objective of increasing the sales of the organization.
Students may or may not be familiar with other Customer Relationship Management (CRM) systems and may be new to Zoho CRM.


To ensure your success in this course, you should have a basic understanding of sales processes and techniques. You should also have basic end-user skills with computers and the Internet, and some experience with using cloud-based applications.
You can obtain this level of skills and knowledge by taking the following Logical Operations courses:
Using Microsoft® Windows® 8.1 or Microsoft® Windows® 8.1: Transition from Windows® 7
Microsoft® Office 365™: Web Apps for End Users or Microsoft® Office 365™: Web Apps and Collaboration for Office 2013
Course-specific Technical Requirements

Course Schedule