Transcript for:
Zoho CRM Best Practices Training

hey everyone in this video I'm going to be explaining how to use Zoho CRM in the best way possible my name is Drew Brockbank and I'm a Zoho consultant and an official Zoho partner I've managed over a million dollars dedicated to Zoho development and I built Zoho over 100 times for 100 different organizations if you are new to Zoho CRM and you are seeking to learn Zoho CRM best practices then this training is for you if you are already using Zoho CRM but you'd like to become a power user then this training is also for you I'm going to cover everything from contacts accounts leads deals conversion mapping homepage customization and much more I'll include my standard operating procedures and CRM Journey map below if you feel like this video is helpful please like And subscribe to the channel if any questions come up feel free to leave a comment below and I'll be sure to help you out finally if you are signing up for Zoho CRM please use the link below and support the Channel all righty so the first thing we're going to do together is we're going to get Zoho for free so the nice thing about this form and if you click on the link below you'll be taken to this form is if you fill this out you don't have to throw in your credit card details and you can access Zoho for free and the nice thing about the Zoho one trial as opposed to the Zoho CRM trial is you'll get access to all the different Zoho applications and not every single one of them but most of them so go ahead and fill out this form to get access to Zoho once you do that you will land on this screen and with that that's exactly how you can get Zoho for free all right we're going to go over how to access Zoho CRM and then the different elements of the Zoho CRM application and the uiux that way you're familiar with how to navigate through Zoho and we'll reduce some of the confusion around moving in Zoho so here you can see that I am in Zoho CRM but I'm also inside of Zoho 1 so this is how I know I'm in Zoho 1 because I can see this icon here now if you're just in the Zoho Standalone application just make sure you're at CRM do zoho.com and you'll notice there's some changes but it's generally the same and all the principles are the same so if you're inside of the Zoho one interface and then inside of Zoho CRM this is what you're going to see and the first thing you're going to notice is these different tabs at the top right leads deals quotes contacts accounts what are these all about well you can think about these different tabs is tabs in a spreadsheet in Zoho they're called modules they're also referred to as objects all it means is exactly what a tab really means inside of a spreadsheet typically a tab in a spreadsheet is just a table of information it's rows columns and cells just containers for information and each tab typically should represent a thing in r life it's just digitally represented so a row is each instance of an object and then a column is a data point inside of an object and again an object can just represent something in real life digitally if we jump into Zoho CRM a lead it doesn't represent a person the thing that it represents in real life is a unqualified opportunity to do business with someone whereas a deal represents a qualified opportunity to do business with someone then you've got quote contacts which represents people accounts which represents organizations so you can see all these tabs just represent things in real life and that is the top nav here for moving and accessing different information within Zoho CRM if you click on this these three dots here then you can access all the other modules that just can't be displayed here because there's not enough room usually to access all your modules and in that case you can move to All Tabs and you can create a different tab right so these look like tabs they're not tabs they're modules here we got tab groups and um basically what we can do here is we can assign different modules to a tab that way if we click on a tab we only see the relevant modules not a huge fan of that because people get really confused when they try it out but that's what it's for all right you got the search icon here which allows you to search various records across Zoho one if you're in Zoho one or Zoho CRM if you're just in the Standalone application this is a really nice feature you've got quick ad now this allows you to add various records to the system very quickly instead of having to jump in the respective module and then create the record you've got Marketplace here which allows you to access the different extensions that third parties or Zoho may have created to extend the capabilities of Zoho you've got motivator here and motivator is actually a really neat way of displaying kpis and progress for different users um that way they can have some healthy competition and fun when they're inside of Zoho and they are selling all right you've got male magnet here male magnet just helps you see the different interactions with the emails that you've sent out then you've got your calendar here if you click into this you can see your calendar for the month week day however you want to display it and then you've got signals here which just shows you various interactions across the board within Zoho and then you've got the setup or gear icon which takes you to all the settings if we click on it here you can just see we've got all the settings behind the scenes in Zoho now to flip back you can see I've got my profile here if I click on that and go ahead and manage my account I can see my different subscription type and I can view some other information there as well all right here we got the filter we've got these different custom view list so actually these these both accomplish the same thing in different ways just filters down the information that you're seeing here and what you're seeing here is the really the information in the list View and we're just displaying it in a conon the combon view just turns different picklists or um different dropdown options into columns and then each of these cards are different records so that's just how we're viewing this demonstration information we can also flip it over to a list view so this is typically how people will view information in Zoho I'm going to talk about the different advantages of using kbon View and the different views here so here for the filter you can just quickly filter information and you don't even have to save it you can also save filters here but a more permanent solution for saving different views would be your um custom views here demo leads right demo leads if I click down on here I can see all the different leads that I have or all the different views I have for leads and the process I'm showing you here is the same across the board right so if you go into deals contacts quotes any of the other modules this is the exact same process or the exact same layout and uh user interface so here I can modify criteria for the various custom views I have in the system and then from here you can see I can sort by different data points that are relevant to the module that I'm in with that I can also click on this Cog wheel if I'm inside of a conon view and this helps me to customize the different information that is displaying on the card so you can see lead name company email lead Source I've got the lead name email lead Source we don't have a company listed here and that's why it's not displaying all right so with that that is the different uiux components that comprise the Zoho CRM application you probably notice the homepage inside of Zoho CRM and the purpose of the homepage is actually to take a step back within Zoho CRM and view the relevant information across the board on one page instead of having to jump across multiple different modules to see the information that's relevant to us in our role we can just go to the homepage and see everything that we need to see so the way that we actually customize the homepage and the different elements on it we go to the top right here and then we can go over to customize homepage we can just go here to the three dots at the top and we can add a component and this allows us to view all of the components on the dashboard so let me go over the different components that you can add you've got dashboard which allows you to bring information over from Zoho CRM analytics and this is something we're going to explore more in this video but for the purpose of this section it's important to understand that there's actually a lot of ways to report inside of zoh so you've got Zoho analytics which is a separate application has nothing to do with Zoho CRM then you've got Zoho CRM reports which is the reports module that you'll see inside of Zoho CRM and then you've got Zoho CRM analytics which is Zoho business intelligence capabilities just allows you to build reports and dashboards so when you're looking at this this is Zoho CRM analytics so you are seeing different reports that was built inside of the Zoho CRM analytics reports Builder so yes three different ways to report you're seeing Zoho CRM analytics here so if I want to add different kpis or reports from the Zoho CRM analytics section onto the homepage I can do that which is nice then I've got custom views so custom views we discussed earlier in this video and what's cool is we can actually bring that information onto the homepage here as well that way we don't have to go chasing information inside of Zoho and we can see the relevant information for our role you can see this is a custom view displayed right here then we've got widgets and the nice thing about widgets is you can do some really advanced stuff what I'm doing here is I'm actually displaying a Zoho analytics which is a separate application I'm displaying one of the dashboards that I made in Zoho analytics just for demonstration purposes just to show the power of the homepage that you can actually bring information from Zoho analytics right onto the homepage if you want so that's how you can go ahead and customize the homepage you'll notice if I click on a different report in the dashboard or different dashboard here I can just click here then you'll see if I drag this up I can throw this information to the best place on the homepage so that I can view it and then I can just customize this however I want so you can see the power of customizing the homepage and if I go back to the homepage we have it right here so the next thing I'm going to show you is how to create one from scratch so if I go to customize homepage then I go over to create homepage here I can just create a brand new homepage from scratch and then once I've created that it'll be an option for me right here so that is how you can create a homepage inside of Zoho CRM and how you can customize one all right this is timely because I just posted about this on LinkedIn so what we're going to talk about in this section is the leads module and leads can get to be a Hot Topic real quick because it is admittedly pretty confusing but if you can understand it properly and you will after this section you can use it in the right way and it can do a lot for you so I mentioned this earlier in the video that a lead represents a unqualified opportunity to do business with somebody so if I go over to the leads module you'll see here that each of these different cards are an instance of a new unqualified opportunity so let me give you an example let's say you go onto somebody's website and you fill out a form should that be a lead a contact an account or a deal some of you might think well that should enter the pipeline right because someone's saying contact if someone fills out a contact the sales team or book of free consultation or book of ree Clarity call shouldn't they immediately enter the pipeline and I would say no because you should in your organization have like an ideal customer profile or qualif at the very least you should have qualification criteria which is what do we consider a qualified opportunity and the best framework for that is something called band stands for Budget Authority need and timeline or in other words can they afford what you're offering are you talking to the right person who can actually sign the contract for what you're offering do do they need what you're offering and can you deliver what you're offering in a timely matter or in the time frame that they need so let's B and if you can check all the boxes on B then you can qualify an opportunity now the the whole reason behind this is if you don't use leads as a Dumping Ground initially then you're essentially telling the the whole world if you have a heartbeat and a Wi-Fi connection then you can enter our Pipeline and if you're unqualified you can screw up our close ratio and so you don't want to allow the world to do that and so that's why you have the leads module is it's the initial Dumping Ground for information for different requests for different marketing efforts and then from here if your sales team can or if you as a salesperson or business owner once you actually qualify these different opportunities then they'll enter your deals module and potentially and they'll enter your potentially accounts and contacts module as well and so that that will go into a whole other subject of lead conversion mapping which we'll discuss but the important thing to take away here is that the leads module represents an unqualified opportunity to do business with someone you probably notice here as well that there are different statuses for columns in my conon board in my leads module now this is a demonstration instance to show you the best practices for setting up your leads module and the best way to manage leads coming in the door is to use first at like a 30,000 foot view a conon board because it helps you see information in relation to your processes and that is a major advantage of a CRM versus using a spreadsheet or a Rolodex or a piece of paper or your sticky notes is it can't repres present in the most efficient way possible your process and your information related to it so that's why you want to use a combine board and the idea here is that we can use the system from left to right and so what's helpful about this conon board is I have subscriber raw lead so I have the name of the status and a quick definition so people can understand then I've got lead marketing ready mql which means that a lead has been qualified by marketing and now it's sales ready got working which means sales has engaged reached which means sales has had OnePlus conversations with this unqualified opportunity and the person associated with it and then we've got recycled which means they're not qualified and rejected which is junk so these two are kind of the outlier in that it's not perfectly working from left to right for these two but it works for everything past this point now the important thing to understand here is just because I have it laid out from left to right doesn't mean your sales process is linear in that someone may not go directly from subscriber raw lead to lead marketing ready and then to mql you may have a situation where someone fills out the contact or sales team form or meet with me form free consultation form and they go right over to mql sales ready because they're showing High buyer intent that's appropriate right so you can actually skip the line and then behind the scenes in reporting you can backfill the other statuses that way you can get the reporting the reports that you want so here's another question for you let's say on your website you have a subscrib to our newsletter form well the question is where should that go inside of your CRM and the correct answer is it should go to First subscriber raw lead and then we should actually run an automation in a tool like zero bounce and then get the information back that tells us if the email is valid and then we can move it over to lead marketing ready because now that the email has been validated it's ready for marketing if the email was invalid you'd move it over to rejected junk because you don't want to mess with your email deliverability just because someone else doesn't have their domain set up correctly and they're not doing what they need to do on your end which is a signal to your email client that you're spammy and that you and that you're and it just puts you at risk for having your email domain hit so the answer is initially raw lead get validated bring it back then move over to lead marketing ready right so the the principle here is you want to make sure that a lead is in the correct status that way you know what to do next because you should be able to go into the leads module and say okay I'm a sales rep I'm on marketing team I am a business owner whoever you might be in your organization and you say how do I move this along what do I need to do next and if someone here has just filled out a newsletter like subscribed to our newsletter they probably shouldn't get a sales call they're not ready for sales to reach out but if they filled out a contact us or maybe you do some Advanced scoring here in in marketing ready and you say hey if they have 100 points or more let's move them across to sales ready because they've been on our site 30 times and clicked on emails 40 times I think they're ready for sales like they're showing a lot of buyer intent with those interactions so and there's a lot of ways to do that so what I just showed you here is the combom board now we're going to go over to some documentation that I think is extremely important and so this is what I call a journey map CRM Journey map I also have it as part of a process for building crms that I call Z Blitz but Z Blitz is there but if you go over to this document it shows you subscriber lead mql right it's a document that is dis playing same information that we were just seeing in the leads module what's nice about this is leads and Deals represents opportunities leads is just the unqualified side and Deals is the qualified side but you can't see it all in one glance and I find that it's extremely helpful for teams to have a document so that they can get a shared understanding of the different statuses and stages inside of the CRM that way there's you reduce the confusion because systems like this are inherently confusing that they're complex but the complexity over time allows you to do robust things that your competitors can't do and that's the advantage of having this tool is the advanced things that you can do later down the road if you lay the groundwork correctly so in other words you want to make sure that this is accessible to everyone you can see that I've added a spreadsheet as a web tab people can access this across the organization and they can say Okay a subscriber is a raw lead it's anyone who's filled out any form or anyone added to Z from an integration like Zoom info if they're marketing ready the email is validated and we can add other marketing qualification criteria if we want as well depends on the volume that's coming in mql sales ready working sales engaged and then on the deal side we have the the process here so people know from left to right how the system should be used we've got the trigger points and segmentation list that we can say Okay based on the different statuses here these are the different marketing Communications they should receive and the different segments they should be a part of and here we're not going to go t in this this is this is not as beginner friendly but I think it is helpful for you to go over segmentation lists essentially allow you to avoid a customer and a customer is just having a huge list of information but no way to tell where someone is at in your process and what kind of marketing materials they need and so segmenting your audience allows you to say okay these people should receive the newsletter these people should receive heavy call the actions I'm booking with the sales team and these people should receive uh different call to actions to get them to be a evangelist of our organization not just a customer so it allows you to separate things out and to group them in a helpful way and then you've got contact owner one other thing I'll mention to you here as well if we go over to Zoho lead scoring we really can score in two different ways we're not going to go too into this right now because I don't think it's super beginner friendly but it's helpful to understand the whole setup here and we can do information based scoring and we can do behavior-based scoring we can say Okay based on the information we've collected on the lead do they fit our Persona our ideal customer profile Persona do they have the right company size location industry okay let's award them points for that right if they're an unqualified Persona let's go minus 100 and if we breach 100 let's move a lead from marketing ready to marketing qualified and that's a signal to sales hey these people are legit they want to do business with us and they're good fed and so it's not perfect but it's a way to do this on mass right with lots of volume and the behavior-based scoring allows you to award points based on different interactions that your prospective clients or returning customers are taking that's really helpful for you as well all right so with that that is how you can by Best Practices set up the different statuses within the leads module and then document them so that your team can have a shared understanding of what they all mean now we're going to jump inside of a lead and we are going to talk about conversion mapping so inside of a lead we've collected information that could potentially become a qualified opportunity potentially end up as a contact because we've collected information on the person and then information related to the organization which is the account so let's just say that I'm meeting with Ariana Gibson and I am a sales representative and we have that first qualification call and on the call I qualify them I'm like okay they are a good fit and they are pipeline ready they're ready for the deals module i' go over to this convert button and before we go over that I just want to call out a few of the items or components here on the record view page because all I've showed you so far is the list View and so quickly we're going to go over some of these things so it's not too confusing for you so initially you can see at the top right you have these different buttons you can send an email you can convert which we'll talk about later and then you can also edit the information here so that you can just quickly change all the information on the record now it's important for you to know that this is pretty much just zooming into a row on a spreadsheet you think about it because each of these fields are different columns on a spreadsheet or better yet since we're inside of a record view it's really like a different cell inside of a spreadsheet but each of these fields generally would be like a column and then the record itself would be like a row and so on the side here you can see there's related information and this is another advantage of having a CRM as opposed to like a spreadsheet other modes of capturing information is in a related list you can see different tables or if you thought like if you think of it like a spreadsheet you can see different spreadsheets information in relation to a row that visualization is pretty much impossible inside of a spreadsheet and other other modes of uh tracking information so the nice thing about this is I can just click on different related lists and see related information to a record at a glance and so I'm a fan of Doom scrolling I don't like doing a lot of layout rules and a lot of different related list customization I think it's good to just see all the information out of glance and then just be able to scroll through scrolling is a behavior we're all super familiar with right so I think it it goes along with how we typically interact with different applications anyways so you have these different buttons at the top related information on the side and then if you're in z one you have the different applications on the side to that too and then you have the different fields or information that you're capturing relevant to the specific lead on the layout as well all right so now I'm going to move over to converting and you can see here that if we click on convert we go to the conversion page and I'm going to take a step back and just make sure company's filled out here demo company one if I go over to now you'll see create new account create new contact and then potentially I can create a new deal I click if I click on create a new deal I'll see different fields related to the deal and I can fill those out and then I can go ahead and convert and what convert does is it creates a account a contact and a deal for me and so the nice thing about this is when someone fills out a form on the website I don't have to create a deal account out a a a deal and account and a contact and then associate all those together I can just create a lead fill out all the fields convert it and it will create and Associate those different records for me so leads does a lot of the heavy lifting on the conversion side now the question you may have had is okay cool but how do I know how Zoho is going to map information from the lead to the account the contact and the deal and the answer is through conversion mapping so if I click here and go into conversion mapping we will see this conversion mapping page and essentially what this conversion mapping does is it allows us to teach Zoho what information on the lead should go to What fields or different um or different fields inside of the account the contact and the deal and so we can say okay look if the city is on the lead once we convert I want the city to be on the account but I don't really need it on the contact for the deal and you may want it on all three you just got to make sure there's a corresponding field on the different records that you want to bring data over to and so you build out this map and you tell zo hey we're country we're created by created time all this different information do I want it to end up on an account a contact or a deal and then I can click here here see the drop down of information if there is you only see options here too if there is a field on the record you want to bring information over to of the same field type and so you'll see an option here because there's email filled on the contact we don't have an email on the account because it's an organization so unless they have an organization email it's not really relevant and then on the deal a deal is a qualified opportunity shouldn't have an email on there because it should be Associated to a person so there's not one there that's how you can do lead conversion mapping inside of Zoho CRM and now you know more about the record view inside of Zoho CRM as well let's talk about deals inside of Zoho CRM so a deal represents a qualified opportunity which we've discussed a little bit we talked a lot about leads being unqualified now once a lead becomes a deal or maybe in your process it's better to just have no leads module at all and just to move over to Deals and that may be the case if all of the opportunities to do business with someone that come your way are already pre-qualified in that case you can skip the line because leads is The Dumping Ground for unqualified opportunities so if they're already qualified why not just move them over to Deals generally the best practice is to use leads but you don't always have to just keep that in mind see if my laptop dies here while I'm doing a doing this training all right so the deals module is also the best practic is to have it in a conon Feld again moving from left to right your process so you can see at a glance the amount of Revenue that's sitting in each stage and then the amount of deals that are sitting in each stage you can also assign these percentages to each stage to represent the likelihood of closing the deal based on past data so you say Hey you know typically if they make it to negotiation we have an 80% likelihood of closing and then this helps in reporting to forecast how many sales you're going to close potentially so it gives you some forecasting metrics so the a nice thing about the deals module is you're just able to represent your qualified pipeline all in one view that way you're aware of how things are moving along in your sales process so typically if you have a big sales team and you have sales reps that set up typically called sdrs or sales development reps then if you have reps like account Executives then you'll have them in deals right your sdrs in leads your AES in deals or maybe you're a full cycle rep which means you're going to be in leads and Deals you're going to both set and close or maybe you're a small business owner and you're oneman band and you're doing both leads and Deals you wear many hats you're a sales rep marketer everything in between and even if you're in that situation it is still a best practice to have your system from left to right and build it the way that I'm showing you here and so again the deals module represents qualified opportunities to do business with someone you want to make sure you're flipped over to conon view and then you can zoom into list view as needed and then if we jump into a record here we'll go into Kimberly Ryan's stage here we can see the different record information related to Kimberly Ry and we can also see a new component here which just shows us the whole pipeline stages relevant to us which is really really helpful to view on the record so I can see hey I need to move that over to negotiation I can just click here and move it over to negotiation I'm going to quickly Define some of these stages for you so it's not confusing we got qualification which means pipeline ready so let's say you didn't use the leads module this would be your initial dumping ground would essentially play the role of the initial um unqualified opportunity or the way you can think about it is this let's say that you are selling somebody and they come in the door pre-qualified you had someone who referred them over to you and you consider everyone that this referral this refer sends to you as qualified awesome you would just mark them as qualified pipeline ready and then you'd have a meeting with them to do me a needs analysis now if you were using the leads module the first meeting would be in the leads right you'd convert them into pipeline ready and then the second meeting would be needs analysis and needs analysis means you're just diving deeper into the needs of your perspective client or customer so that you can generate a proposal and this can take a lot of different forms and again just because this is moving from left to right doesn't mean I'm assuming that your process is linear it's just giving you different buckets so that you can organize information in the best way possible in relation to your processes and then set your yourself up for success for reporting later down the line so again you could actually have a deal potentially come in and end up in negotiate or end up in proposal it'd be hard for to end up right negotiation I mean someone could come on the door talk with you and say send me a proposal on the first meeting that can totally happen you don't even have to you you could completely skip leads if they just called in and ask for a proposal from needs analysis you'll gather the information for a proposal and send it out at which point you can move it over to proposal and then for negotiation it's everything after you send the proposal all all the discussion you have after the proposal so typically after I send a proposal for example I'll just send them an email and say hey did you receive my proposal I just send it over if they respond back to that they go over to negotiation because it's everything that's happening after that even if they're not we're not having like a hard discussion at a table where we're or it's like movie like and we're going back and forth on price that's okay um it's still negotiation after they respond back to that initial email and you might have different definitions for all of these stages and statuses and that's awesome you totally should this should represent your sales process not mine but this is generally the best way to set up statuses and stages initially to set yourself up for success and then to modify or customize these as needed so it's just a starting place you can cherry pick these you actually don't need all the stages and statuses that I showed you it's just an example but I'm not going to lie most of my clients after I've implemented this or demonstrated this they just implement it immediately and and they start with this now another thing to keep in mind is if you have different statuses and stages go into your journey map you can make a copy below I've got a got a link to it you don't have to throw in your email you can just make a link or you can just make a copy and Define these for yourself you know what does qualified mean for you what is needs analysis proposal negotiation what does all this mean for you what does your process look like it's really important to think about here all right then you've got closed one this doesn't mean they paid necessarily it just means that they have signed the contract whatever you sent over so it's committed to revenue then you've got closed loss which means you lost the opportunity oftentimes it's helpful just to keep things clean to say hey whichever stage they're in except for close one they've been in there for more than 2 weeks more than two months whatever time you want to set for for it let's mark and close lost let's just not worry about it they've timed out you can do that as well and then you can always reopen it throw it into negotiation or proposal or needs analysis as needed so you can always reopen different deals if you need to so with that that's the deals module the different deal stages and we also went over how you can make this process yours you don't necessarily have to use the one I'm showing you so before we go in depth on the contact module the accounts module and the quotes module which are the rest of the core modules inside of Zoho CRM we're going to take a step back and look at this diagram here so it looks a little crazy but I'm going to break it down for you so we talked about leads already right unqualified opportunity and a converted lead can potentially become an account a contact and a deal or you could say an organization a person and a qualified opportunity a lead is just The Dumping Ground to initially collect that information so that it could potentially become those other records so from there when the deal is when the lead is converted a deal will look up to a contact a contact will look up to an account and the deal will also look up to the account what that actually looks like here we go over to a contact or to a deal first we jump into a demo record you can see there's a contact field here and so like we showed here the deal is looking up to the contact you can also see that there's an account name so the deal is associated over to an account now this seems this may seem confusing to you and you may think well why don't we just keep it all one record well you can't because potentially there could be multiple opportunities and deals that you close with the same order organization in the same person over time and because of that you have to separate out the records if you have multiple deals with the same contact and account you can't keep that in the same record those have to be separate records but you still want to be able to jump to the account or the contact and see all the associated deals so what that actually looks like inside of Zoho CRM is if we jump into the deal we can go to the account and then we can see all the associated deals here right so we're inside of an account record and we're able to view all the associated deals to an organization over time so that's really helpful we're also able to do over to a contact you can go to the contact and then we can go over to the account and then from the account we can see all the associated cont conts and so hopefully this is making sense where you're able to from the account record it acts as a master record for everything underneath it so from the account you can say with this organization how many opportunities do we have Associated which ones are closed which ones are not where are they sitting in the pipeline you could also see okay with this organization how many people do we have Associated and those would be your Associated contacts and then last bit here for the core modules you have quotes and quotes look up directly to the deal the contact and the account so if we go over to the deals module and usually you'll create a deal or a quote after needs analysis and in The Proposal stage you go over initially into an opportunity and then you would just move over to quotes you can click on this plus icon and you'll see here automatically the deal name and the account name have been added and then from here the contact name is been added as well and so that's how we have these associations here with the quote so that's how the how the core modules work together to associate and give you context as to what's going on and a lot of people get confused by this and they're like I just wish I could see it all in one View un fortunate unfortunately you can't right there's this thing called data normalization and when you work inside of a database it's a little harder upfront to keep your data clean and keep records separate but over time it allows for more robust automations Integrations and Reporting so this is the way that Zoho CRM is set up to support the core modules we're going to dive a little deeper into a quote so let's just say I am selling a potential buyer and I have a lot of goods and they want to get a quote from me to see how much everything is going to cost so we've discussed it and they asked me to send over a quote inside of Zoho CRM what I would end up doing is I'd go over to a deal and I would move over to a quote and I'd click on this quick add button then from here the associations are made for me so that's the advantage of doing it from the deal is you don't want to get into this mode where you're constantly associating to other records because then you're going to question why you use the system it's going to be kind of a drag so the best practice if you're going to create a quote is you do it from the deal then from here all you're able to do is throw on a subject see demonstration and then you can move over to quoted items now this is where there can be some confusion right because a quote represents what you are potentially going to sell somebody but a quote doesn't just represent that it represents the the products and it represents line items so really this one let's call object which is a digital representation of a real thing right represents both the quote and the product and line item specific information so what you need to worry about here is if you're going to quote people you need to make sure that you've entered all of your items and this will set you up for Success not only in Zoho CRM but if you end up using the other Zoho applications like Zoho inventory and Zoho books this can integrate over to those applications as well the important thing for you to do is make sure that you add your products that way you can select them and then you'll notice this information populates as well but here's the thing I can change it right but if I change this price to $3,000 about and I change the quantity this this new list price does not affect the product price that price will stay the same which is nice because sometimes you need to change the price for for who you're selling to maybe they're buying in bulk and you have a discount maybe you want to apply a discount specific to this purchase you're able to do that's what the quote is for and once the quote is created you're able to go up here and you're able to send over a preview um of the quote to a prospective buyer and so you can go up here and then you can go over to send email and then you can send an email out for Signature so we'll do quote template here you'll notice the line items have merged over and you can send an official quote over to a prospective buyer right from Zoho CRM which is pretty powerful stuff now what you can also do from here is you can convert this quote over to a sales order in books with a custom piece of code mode unfortunately that doesn't come out of the box in Zoho CRM but it's important to understand this for Best Practices sake because if you're going to send out a quote inside of Zoho CRM and you close the deal you win the deal then if you're especially if you're moving physical Goods you need to make sure that it becomes a sales order and you could handle that within Zoho CRM but I wouldn't recommend it and the reason I wouldn't recommend it is you can't send an invoice out and collect payment from Zoho CRM you need to do that in Zoho books and so what I want to help you understand here is from a quote you need to push that information over to a sales order inside of Zoho books and then from the sales order which acts as a master record you can create a corresponding invoice and you can create multiple invoices right because maybe you're doing multiple payment installments on a single sale and then you can break it out into a purchase order in case you need to procure goods from a vendor you'll have the sales order there the invoice and the purchase order and that all stems from the quote right and you you may have multiple quotes over time too that are associated to a deal because you may send over a quote and people are like hey I want three of these hey let's change the quoted item number six and can we get a discount potentially because we're buying so much whatever it might be so hopefully that shows you the different breakdown within records after you complete a quote and this gets really confusing because if you look there are Zoho CRM specific sales orders purchase orders and invoices but these don't have as robust functionality as let's say Zoho books and that if I send out an invoice I can't collect payment and so be aware of those things in Zoho CRM because it can get really confusing really fast and with that that's how you can use a quote inside of Zoho CRM let's say we're working a deal inside of Zoho CRM and we want to give some context as to what's going on and maybe a field doesn't exist for the context that we want to give or in other words we want to write out what's going on and and we don't have a field for it so how do we give some context here well you have this notes section and if you click on notes and relay list it'll take you down to all the notes Associated to whatever record you're in and when you go to create a note you can add whatever information you want and you have a lot of space to do so which is the advantage of using a note over let's say if you have a field in here that's a multi-line field just gives you more space then you can multiple notes over time I will say you want to avoid notes for What a field can do because it's really hard to report on what's going on in notes so use it sparingly um but realize it's here for you to give the most amount of context if you just want to write it out so we'll just say this is an example quote and you can see I can save this I want to go back into it I can out a title share with the customer and you can actually hook up to Zia AI which backends to chat gbt if you want to just throw in a prompt and so with that you can add different quotes or different notes to the various records within Zoho CRM now the other thing to be aware of here with notes is you can also jump into deals and you can import notes as well so if you already have lots of notes and inside of the notes let's say you have a spreadsheet of notes just make sure you have the unique ID for the record and you can import your notes and Associate them to them so one unique ID you can use is the ID that's in the system and so as long as I put this in a spreadsheet right ID here I could throw it into a spreadsheet import all of my notes into the system and they would all automatically associate there so really helpful stuff to be able to do that and so with that that's how you can both add a note right within a record and then that's how you can edit a note then finally if you want to remove a note you have this trash pin icon to remove it then we also discussed if you want to import a list of notes you can certainly do that as well just make sure you have a unique identifier another way that you can give context to a record within Zoho CRM is by attaching a document to the record which you're able to do inside of Zoho CRM if you go over to attachments you move over to attachments you can see all the related attachments to the record in this case we don't have any and go over to attach here or I don't even want to see the section and I'm up here and I want to add an attachment I can just click add and then add the attachment real quickly here so you got a couple of options for the attachments you can add number one you can upload a file directly from your device you can upload a document you can upload from Zoho work drive and Associate from there you don't know about Zoho work drive essentially it's Zoho Google drive or cloud storage application and it really expands your storage because Zoho CRM as a standalone application has very limited storage and so you'll want to use Zoho work drive as opposed to Zoho crm's pure attachments you is this will max out pretty quickly and then you kind of held hostage by Zoho and that you got to pay them for additional storage if you Max this out so you want to get in the habit of using Zoho work drive if you have that option you don't have that option it's okay to use attachments just realize that you'll be limited on storage over time other Cloud drives and click here you can hook up to Google Drive box one drive Dropbox and then finally you can add a link here to as an attachment so those are the different documents you can attach here then you'll see I have the Zoho work Drive Extension installed so if you want to check that out you can always go to Marketplace and then you can go over to Zoho work drive and I actually think they have it now as a let's let's check right here for us you'll still have to go to Marketplace and do it and then you go to work drive or Z CRM so I've got this work for Zelo CRM seems like there might be multiples so I want to make sure we actually show you the right one see here here we go here's the right one this one you don't have to purchase so here's the Zoho work Drive extension for Zoho CRM so that's how you can associate records or associate documentation to a record via attachments and then as a best practice if you have Zoho work drive you can associate to Zoho work drive there that way you can expand your storage and you're not limited to the attachment storage and I think Zoho work dri gives you like a terabyte or two terabytes per user and attachments is significantly less so with that that's how you can associate documentation to a record in Zoho CRM so often times you'll be in this situation where you are wanting to remind yourself to follow up with a potential deal lead contact and the best way to do that inside of Zoho CR is actually go over to the record itself and then to create a task and so if you jump into a record you'll notice there's open activities and activities represents a couple of things we go over to it you can see if I click on this quick ad or if I click on add new I've got three options got task meeting and call so a task is an action item that needs to be completed at some point meeting pretty self-explanatory call as well so I go over to task and say followup with Ariana I can give myself a due date and then I can mark the priority give of reminders as needed and then I can even make this a recurring task here's some additional Fields if I want to relate it to another record or give it a status once I save that I get this nice view inside of the record view with open tasks open meetings and open calls once they're closed or finished they move over to closed activities so you'll see the same visualization here once it's closed click here Mark is completed now it's and closed activities so what I would recommend too just as a tip and I know this is a beginner tutorial but this is helpful to know because sometimes you don't want to create it manually you just want to say hey I've worked hard to get all these statuses and stages inside of my system and I know that when I move over to status sales ready I already want to populate all the Tas for the associated rep and so you can actually automate this with workflow rules so you don't have to create these things manually you can add a workflow rule to populate the different tasks that are necessary to complete during the different statuses statuses and stages of your journey which is helpful as well so keep that in mind you don't have to do it all manually now the next thing we're going to go over here is meetings so the meetings module can also integrate with your calendar so we go over to settings and we go over to Google you'll notice here per calendar I have a sync going and the way that I have this sync working is I am pushing one way from Google Calendar over to my Zoho CRM calendar so I can see all my Google calendar events in my Zoho CRM calendar so you don't even have to I mean if people are you know booking your Zoho bookings link or your countly link link you can have that push over from your main calendar over to your Zoho CRM calendar or if you really want to you can just use your Zoho CRM calendar as your primary calendar I personally think Google's workspace applications beat Zoho workspace applications and so I just like to push it over from Google over to Zoho CRM but then Zoho CRM is best in class and other applications like Zoho CRM Zoho analytics Zoho campaigns as applications that Google doesn't so that's why I've chose to set it up this way now from here we've got one last thing for activities we've got closed calls or calls and with calls you can actually have this automatically log as well so if you want to avoid manually adding calls every single time you have a call you can look into telefony and telphy is one of the channels of communication that you have available to you inside of Zoho so if you go over to tepy you can see some of the features you got single click dialing you have personalized customer service so when you have a call that comes in or when you call out you'll see their information across Zoho and then you can save time with automatic call logging like I mentioned previously so if you look click to configure you're taking to the Zoho admin panel and you can see the the various options these are called voes stands for voice over IP I can look over to view Marketplace then I can go into the various vo providers you can have you can look in a Zoho voice ring central is a really great option they don't have the greatest Service as far as like customer service is concerned but they work and a lot of these other options do not work as well so keep that in mind when you're considering choosing a VIP so those are the three different activities that you can associate to a record as you're working a lead as you're working a deal and in your process you'll want to make sure that you have those activities marked because this is going to be really helpful for your reporting later down the line so the more that you can have this automatic great go get aoip if you need to um make sure there's an integration with your main calendar and then make sure that you're adding tasks and you're marking those um on the sales side of the house I'm going to go over some of the neat features in Zoho CRM it's going to seem kind of random but these are connected in that it gives you an audit tra what's going on inside of Zoho CRM and so if we jump in and go over to feeds feeds is one of the modules inide of Zoho CRM for you you have an internal communication tool now if you are stuck on Zoho CRM as a standalone application you're going to want to use feeds if you have have Zoho one you're going to want to use click which is a way more robust internal communication tool that's really what beeds allows you to do is post different things you can see I posted here a test and then other users of the system can write comments and you can have an ongoing thread of communication within your organization which is helpful you can also follow different feads and you can see a uh different updates that are made to the system so another thing here is if you want to do this through an audit log you can go to the audit log section and you can see here audit logs have now been extended display logs for the last 3 years which is great and so you can see all the different changes that are being made in the organization so if there's ever a question of you know who who updated This Record we just want to see or Who removed this record you can see it all here now in that Bane as well if you are if you've accidentally removed a record and people are worried about it and you can go over to recycle bin you can see the records that were removed and then you can actually restore these different records or you can empty recycle bin and just remove all that information from the system so that is the feeds section within Zoho CRM the audit log and how you can restore deleted records let's say you wanted to create a report within Zoho CRM how would you go about doing that well if we jump into Zoho CRM you'd want to First Look at the top modules and then see if reports is available and then click on it or if it's not you can always search for reports as well once we click on reports we're taken to the reports section where there's different folders of reports that we've created and zosam will create a couple of folders for you as well now when you create a report you actually have to do it module specific so you choose the module that you want to associate the report to and if you click on continue you can click up here to find associated records which are parent modules now like that diagram I was showing you earlier if you click on the up it's what modules might this look does this module look to which would be like the account and if I look down I can look at different calls cases emails other records that are contained inside of Zoho CRM when I click on continue I have all those data points as columns here through the various modules so you'll notice here it's deals keep scrolling announcing calls keep scrolling accounts so it'll show me all the different fields based on the module that was selected or I could just filter it here now the idea here is that you can now select all Fields if I wanted to text going to do number and I can add different data points that are important to me to the report and then I can run the report you can see all this information here if I want to save the report I need to add it to a folder test select a folder account and contacts we'll do deal report save it what's cool here is we can just go over to clone it export it or send it as an email so if I need to send this over to somebody else you can do that right from the reporting section inside of Zoho CRM and so I can do is a formatted report or a detailed report and the file format that I can send it in is Excel PDF or CSP so really helpful to be able to create a quick report within Zoho CRM most Executives and business owners love to use a dashboard that is how they're tryed to make decisions so in order to make a dashboard inside of Zoho CRM you'll use Zoho CRM analytics it'll be a module up at the top or if you click on the three dots you'll just type in analytics and it should pop up for you now it looks pretty similar to the report Builder except you get visual reports right so it's not just tabular you can do a matrix you can have your different pie charts and then you can do different kpi widgets as well and this is really helpful to see different data across your CRM in a snapshot and what you should be thinking about here is what is worth measuring and what kpis or key performance indicators are related to your overarching goals as an organization for example if you were focused on a leading metric of calls and real quick I'll take a step back a leading metric is something you can control more in your control which is how many calls do you make a day a lagging metric is the outcome of that right so a lagging metric would be closing the deal you can't make the decision to close the deal therefore it's a lagging metric the leading metric are the things that are more in your control so if you wanted to keep track of your leading metrics for the month you go to add component you go to kpi and then you could go over to revenue this month and you could select a module you could say calls and then you can do the count of calls calls made and then you can do additional criteria here I wanted to do any call that had a call start time we'll just do is not empty mine is not empty here then we can save this we'll do a duration of this month I want to trct that see all the calls here or sorry those are emails clicked see all the calls um right here if I wanted to move this component and I I use zoom more than calls and this is a demo instance so you won't see any here if I rearrange this I can drag this kpi up at the top then I can resize it I want to visualize it in a different way it's pretty similar to the homepage Builder as well so now I've got calls made so I can add the relevant reports to the top here so that I can start to track my progress inside of Zoho CRM and this is why it's really important that you have proper record keeping right that you are keeping track of all the calls that you're making you're keeping track of all the emails that you're sending out you're keeping track of your meetings and your tasks so you can report on those metrics whether they be leading metrics or they're lagging metrics you want to make sure you're keeping track of that you can see it all in one place now full transparency here Zoho CRM analytics is great but it is not nearly as robust as Zoho analytics which is Zoho Premier business intelligence tool so you'll notice as we've done this training there's certain sections where I'm like hey there's overlap here with another Zoho app and I'll constantly suggest to you that if you're going to do robust analytics reporting go with Zoho analytics if you have Zoho one instead of using Zoho CRM analytics because what you can do which is really neat is you can go over to a um your homepage you can actually embed a Zoho analytics dashboard see powered by Zoho analytics that's a different application you can actually display that inside of Zoho CRM right on the homepage if you want or you can just click into a web tab and open it right here in an expanded View so just know that's available to you Zoho CRM analytics is great Zoho analytics is better so I would start using that because the advantage you have with Zoho analytics is flexibility with the data you're grabbing and you are able to grab data from multiple different applications which Zoho CRM cannot do it's not built to do that so keep in mind that there's Zoho reports which is tabular Zoho CRM analytics which is internal dashboards for Zoho CRM specifically and then Zoho analytics which can Branch out to multiple applications in Zoho multiple applications outside of Zoho and you can pretty much have full control of your reporting and the greatest amount of flexibility in your reporting with using Zoho analytics as a standalone application often times inside of a CRM you want to make sure you're keeping track of your different marketing efforts that way you can see what of your marketing efforts is actually producing deals and close one Revenue and the way that you can track that is inside of the campaigns module and campaigns is pretty neat because it also integrates with Zoho campaigns as a standalone application so any of the marketing campaigns you send out from the separate app which is campaigns. zoo.com z campaigns will also appear here as well which is great if you run any ads you can see those as well if you have the Google ads integration if you just want to create a campaign though from scratch you can do offline campaign Zoho campaigns Zoho survey we're just going to do an offline one from here I'll just do test campaign and from here I'll do a type you can see I have a lot of different options here I can look at conference webinar trade show public relations Partners referral program lots of different options here so if I wanted to do an email campaign status it's complete I go ahead and save this then I can associate it to different leads deals and contacts so now what I can do is I can say hey this test campaign that I ran that was an email campaign is associated to this deal and so I can let me cancel here deals we're going to assign to to a deal and I'm going to assign KC General Store here and permit and the nice thing about Casey's General Store being associated now this one's Mark closed loss so let's go ahead and Mark this closed one can now jump back over here and let's assign some Revenue to it as well 4,000 go back and you can see now there's 4,000 in Revenue Associated to this campaign now this brings up a much bigger question which is you know if you close a deal there's probably more than one interaction right they probably didn't just see one of your YouTube videos LinkedIn trade show have one touch and then they were closed there's probably multiple touches over time and that's why you're able to in these this campaign section you're able to associate multiple campaigns to a deal and a lead over time and so the question is of attribution so we're going to going to settings we're going to touch on this and I'm going to give you my recommendation for how you go about this because it can get super complicated super fast and so basically What's Happening Here is you have these different models that you can choose from for attribution so this is called a first touch attribution model and you're essentially giving 100% of the credit of the sale or Clos one deal to the very first touch so the very first thing you're tracking in the system because you can't ever get 100% % of the touches down right because you can't collect all of the marketing initiatives within one database maybe you can but I doubt you're going to be able to do that and so first touch is just the first marketing interaction that you have tracked inside of Zoho CRM for a specific leader deal you're going to give 100% of the credit to it I recommend you do last touch last touch is the easiest to keep track of and it's the most common one to use initially and then if you ever have a crazy robust need for marketing attribution you can use a a u Model A W model or any of these other various marketing attribution models you can see this one right for you and these are cool but they're just that they're cool but not absolutely necessary so if you have multiple campaigns and you have your tracking on lock you could try a u model where it's 40% for whatever created the lead the first touch 40% for the last touch and then 20% for everything in between the reason that you do all of this is you want to be able to say okay out of all the campaigns we ran how much revenue did we produce and then based on the highest performing campaigns you double down on the winners and you kill all the losers but you don't want to kill losers if your last touch is if your model is a last touch attribution but the only reason they ever came in the door was because of your first touch so it's the the way that you look at your campaigns you may say okay these campaigns are really successful when in fact they were sourced by another campaign if that makes sense they were set up by another campaign so the easiest way to do it is go by last touch attribution so you don't have to worry too much about it initially just go last touch and most people don't have this tracking setup in a holistic way in order to justify using those other marketing attribution models but with that that is how you can use the campaign section or module inside of Zoho CRM so we're going to talk about emailing inside of Zoho CRM and this can be a pretty confusing topic because you've got Zoho Mail you've got Zoho CRM emailing capabilities you've got Zoho campaigns emailing capabilities then of course you have your email client so knowing when to use these various tools can be a bit confusing because there's just so many of them now what I'd recommend to you is inside of Zoho CRM you at very the very very least you have your email integrated via an IMAP integration so if you go over to setup and then email and then over to this email section you'll see there is a section for IMAP now if I was to deactivate this I would see multiple different options after clicking get started and then I could choose Gmail Outlook Zoho Mail Yahoo whatever email client I have I can integrate with so at the very least you need to do that to get set up properly and what this email IMAP will do is as you send emails from your email client you can then look inside of Zoho CRM in that specific record and as long as that record has the email filled out on the record you can see all the associated emails underneath it which is really great for you because then you don't have to look at their name go in your email client search for it see all the emails you can just see all within the record so you want to make sure that you have that set up now the next thing here is you want to make sure your signature is set up as well here's the signature section you can just click on ADD here if you want to add multiple or you can just do one put this as my good side and then you need to add it here the reason you got to do this is just because you have your email signature set up in let's say Gmail or whatever your email client may be it doesn't mean it's going to populate here for you and you want to do this because it looks really professional to have your email signature here and what allows you to do is for email templates that you send out you can actually add a merge tag or your entire email signature and then you can get to a really Advanced spot where if all of your sales reps have their email signature when you do a Cadence or let's say you do an email blast you can send the email blast from the sales rep assigned to a lead or deal or contact and they will get the respective email signature for that sales rep in the email so in other words make sure you just fill this out it it'll be good for you let's talk email deliverability so you need to make sure that you follow Zoho serum's email deliverability guidelines or in other words you authenticate your domain so do add a domain you just click here you type in an email address you click add once you do this Zoho will send you an email they'll say did you mean to do this is this you and then you'll say yes you're not even close to being done unfortunately so that will just get you verified that will get you verified but to get authenticated you need to do something completely different and that is by adding SPF and dkim Records to your DNS and if you don't know what that is essentially you will have an organization domain hopefully and if you don't you're not really going to be able to send out emails there's been some big changes in that front so I have GoDaddy that is my domain host you may have blue host or another domain host when I log in GoDaddy what I have to do is go over to the DNS settings and then from there I can add records and I needed to add a SPF record and a dkim record and essentially that tells Zoho that I am legit I have a legit domain and that it essentially allows me to route through my domain host and send emails and um increase the deliverability of those emails so that's what the the email deliverability does for me you're going to want to do that as well and you've got email intelligence so you want to click you want to flip this on and this will allow you to track when people open or click emails and then you can have that email status in the advanced filter for custom views which is great too and it gives you a lot of other capabilities for having email insights turned on so you want to make sure that is configured properly for you now the last thing that I want to go over here is sending email blasts so now that you have this all set up you can actually start sending emails within Zoho CRM so if I go over to a lead and I need to email Ariana Gibson I can click on this send email now my signature is going to appear and I can send out email right from the system the cool thing about this is I can insert a template and I'm going to take a step back with you because you may be thinking okay well I'm just going to use Zoho CRM every time I email somebody I wouldn't recommend doing that because Zoho CRM is not a email client or in other words it's not the best tool for managing your inbox it's it's not built for inbox management now Zoho CRM does have a or Zoho has a tool rather called sales inbox but I've noticed a lot of my clients don't love sales inbox and they end up using their email client anyways which is my recommendation use your email client you're on Gmail use it for day-to-day management of your email inbox however if you need to send an email that has a lot of information that you can templa within Zoho CRM and just merge information where it needs to go use Zoho CRM to send it out but when you're going back and forth you don't have to do that within Zoho CRM you could I mean you could go here to the mail magnet section see every time someone's open or responded and then respond from there but if you want to manage your inbox from a window that's this big I mean I just doubt it and so personally and with my client experience I've noticed the best way to go is to use an email client as opposed to trying to manage your inbox from this section emails and then this section here this drop down for the mail magnet so make sure that you're using your email client to send out emails and then you can also send out emails initially to initiate conversations from Zoho CRM then of course you can build out different templates in Zoho CRM and then finally you can send out a mass email so let's just say you've got multiple sales ready leads that you want to kick off you can add them to cadences which is a new feature that's coming out inside of Zoho CRM and I covered it in one of my new segments that I did it's on YouTube um so if you want want to search the rest of my channel for that you can certainly do it um but C essentially cadences answers this question and it does have to do a lot with emails what do you do when a lead is ready for sales attention is the first thing you do send an email call them do you send them a LinkedIn message do you send them mail what do you do and so Cadence uh the Cadence Studio which is being added to Zoho CRM allows you to design the series of interactions that you intend to have with a marketing ready lead now until that's up and operational um you may just want to send out a mass email and so you can use this section here send email and from here you would just select a template so I wanted to give Z training access it says send immediately or it could schedule it later and then I can also schedule follow-up actions based on if the email is open clicked or bounced so this is really helpful as well and then obviously this won't send to everyone in the same email it'll send individual emails out to everyone so they can't see each other which is good that's how you can send out a mass email inside of Zoho CRM also how you can send individual emails and get your set up and ready to go for sending emails in Zoho CRM so what if you want to send a text to A prospective client or a customer inside of Zoho CRM well there is not a native way to do so so you need to use an extension and so if you go over to Marketplace in Zoho CRM you'll see that there is an SMS for Zoho by CCH message media now there's a couple of different options you have for actually sending texts but this is the best one and this is the one that I've used with my clients and that they've loved so SMS for Zoho CRM by message media how much does it cost well it's a dollar a month for the Zoho CRM integration and $49 per month um as an organization not per user to use uh message media so you're looking at $50 per month and then this is what you get so you can essentially turn your Zoho CRM list view right this is the related list and underneath the related list looks like an iMessage uiux so looks like you're just sending a message from your iPhone you can go here and you can expand that view you can have a back and forth conversation and then it gets their message right here which is really helpful so if you want to send text out you'll just go through these different steps here for SMS for Zoho CRM by cinch message media if you're going to use Zoho CRM you might as well download the CRM mobile application on your phone so the way that you can do that is you just just need to go to the App Store first and I'm using an iPhone to show you how to search for this but if you're using an Android just know the process is the same so I'm going to go ahead and type in Zoho CRM and then from here I can scroll over to this application and you can see I already have it downloaded that's fine you can go ahead and download it for yourself and then you've got a couple of key features here so you got some of the awards that has if you want to see some of those but you also have call calls tasks and meetings um we're actually going to jump into this in just a moment I'm enhanced security leads to Deals you can manage your entire sales process which is really cool and you can see that within your on your phone built-in email that's really critical and then map view this is actually a really nice view within the mobile application and then you can see your different um reports and you can work offline and then you can check in for the day as well so some pretty cool stuff there let's actually jump into the application now all right so you can see here I have my calendar view up initially for the homepage but I can also jump over to feeds and we talked a little bit about feeds earlier in this video just to show you what feeds is all about for internal communication so what I'm going to do now is I'm going to move over to Analytics so you can see what analytics looks like within the Zoho CRM mobile application so we made a deals report earlier and now you can see that on the mobile view it's pretty Sleek as well so if you make those reports inside of Zoho CRM analytics you can view those reports in this section now you can also get the Zoho analytics application which is a separate app alog together and it has its own separate mobile application too and so you can check that out now I want to point your attention to the search right here and from here I can search different dashboards but if I hop out of this and click on search again I can search through the various modules all the different modules and Zelo right from my phone so really nice to just have that at my fingertips I can search for rockbank click right into my record right here view my lead status history and all relevant information can then go to details on the record view I can see all the details Associated to my record here and I can even jump into emails if I want to check out the different emails that I have to I can even edit the record from here which is nice so I can go in and edit various information as needed right for my phone what I can do as well is then jump into map view which is just here go ahead and click on that and you know what I actually don't have this set up for for map view on my mobile application in that I don't have the location here um but that is something you'll want to check out because it's actually pretty nice now if I go over and click on the three dots here I can have um there's some custom buttons that I can uh click into so you can send Z sign LinkedIn finder um that is really nice to be able to do on the mobile app I can actually convert the lead from here as too from here as well and then I can clone send a text message if I had that set up I can export the record Al together I can review its history I can even delete the record right here and then I can search across all these Zoho applications which is really neat and then finally I can share the URL so that is very very helpful stuff all right I'm going to jump out of here to cancel we're going to go over to more and you can see once I click on more right if I go back for you just right here what's cool about this is I can see all the different modules inside of Zoho CRM I can scroll through all of them um I even have access to Zia from the mobile application and then I can also edit um my view here so if I want to change the order of these different modules I can do that as well which is really really helpful all right so I can provide feedback and then finally I can get some notifications within the mobile app and then I can go right over to settings so I can change my my default theme if I wanted to as well for my device theme um I have it currently set to Black I like the dark theme but you can tell I've got quite a few uh setup options within the mobile application which is really really helpful and see some of the options here so with that that is a quick demonstration of the Zoho CR mobile application how you can get it and how you can use it let's say you hop into CRM and there's some fields that are missing and you're wanting to capture information that's critical for your business how can you customize these layouts in Zoho CRM that you can capture the information that you need how can we modify this we go over to setup and then we go over to modules and Fields then we go over to the respective module this case we're going to go over to leads we'll go to the standard layout I'm going to take a quick step back avoid multiple layouts as much as you can there's going to be a Temptation that you have in Zoho CR when you get in a customization customization just refers to getting the system to look the way that you want you're going to have this temptation to customize everything use all the different features there's some features that you really don't need to use um and I air on the side of Doom scrolling so if you go into Zoho and look at a list of fields I don't mind scrolling going through I would rather have to scroll down a little further than have all this Advanced logic behind the scenes have to click into the right layout and then one field has to be filled out in order for a section to show I just don't agree with the principle of over customization and over engineering the system I like to keep it simple and a part of simplification is just having all the fields out there and then correctly organized by section so with that that's a perfect lead into customizing the layout so you can see here we just have one layout have multiple just go into the layout that's relevant to you and then try not to use layout rules uh create multiple layout rules if you can the only really strong use case for creating multiple layouts for any module is if you are collecting completely different information for a certain situation most of the time that's not the case and you can just add a couple more fields to the original layout before you have to create a brand new one and I will say it's kind of a hazard for your users because they'll always forget um I'll actually show you what this looks like here go over to a lead you go to create a lead if you have the layout if you have multiple layouts it'll show here and everyone will always forget to select this option will have a drop down for the different layouts everyone will always forget to do it so just kind of a a good thing to avoid there all right so let's talk about customizing the layout here here so the layout Builder allows you to drag different fields here onto the layout to collect the information that's critical for you and you got a couple of different kinds of fields here that you need to think about so single line just allows you a line of text so it's alpha numeric which means letters and numbers are able to go into this field um so if I add a single line field and then I go into a Rec that just allows me to throw in a line of text so for example if I was to go over here here's a pick list uh Zoho user licenses actually you just type in a well actually have a a number here a number field so let's go over to campaign ah perfect this is a single line field so if I did this is a single single line field and enter it's a single line of text so that's this field here that I can drag on and then I've got multi-line so pretty similar to single line except you have more space to write things out so I do test here and I was to throw in a um PL text let's see let's do test field and then I can move over to Rich Text if I want which is awesome and I'm going to remove this and show you what this looks like on the layout so now if I refresh you'll notice here we've got this test field and it is a rich text field so I can throw in this is a rich text field and I can save that if I wanted to I go back in here I can even expand the view the text that I'm throwing in and then I can use all the rich text editing options here as well so that's single line and multi-line and then I've got email email is pretty self-explanatory right if I throw this on I can clict an email address and it will make sure that it's a an a uh correctly structured email address it's not necessarily going to validate it for me automatically and let me know if it's valid email but it will tell me if it is an email address it's being thrown in if it has that structure so the next thing is phone number so email phone number pretty straightforward picklist is what allows us to create those conon views that I've been showing you so here in a picklist you can throw in statuses you can throw in stages and you can customize this pick list to reflect processes or different categories now once you throw in a pck list it'll look like this if I go over to lead status this is a pist field it's going to show the various options I have for status the nice thing about this too is if I jump back into leads I can use the conon view Builder which looks like this I build that on top of categories by then if I go to this info icon has to be based on a pck list field so that's what allows me to create these various combon views that you've been seeing so that's when you would use a hick list very popular field multi select so pick list is single select you can only select one option in a pick list and then multi select allows you to do multiple options so if you need to be able to do that you can select you can drag a multi- select field onto the layout to select multiple options then you have date pretty straightforward date and time it's the same as date it just allows you to collect time information as well in addition to the date you got a number field it's not alpha numeric you can't add letter you can only add numbers you've got auton number and auton number will automatically um start from a number that you determine you can add a prefix and a suffix but it will just every time you add a record it will automatically assign a new number to that field you can also since we're in the list view this is important to know you can create an account contact in Deal field right from the lead record in other words if I create a field inside of leads I can automatically add them over to account contact and deal and then have them mapped in conversion mapping so that's really helpful got currency field here so if you drag currency field it's going to show up with like a dollar amount I can set the maximum amounts of digits in decimal places and then a rounding option if I need that as well all right I've got decimal is here so it allows me to collect a number but also decimal um digits after that and I've got percent it's pretty straightforward long integer just a long number with more decimals I need and then I've got a checkbox which just allows me a binary either a yes or no so you get say demo lead and if I added that and then went to a record you see I have demo lead here see if I can find it here we go perfect so I can just click that as a check box all right then I've got URL I need to throw in a URL for a certain web page I can do that as well if I want to link to a document with a share URL I can throw that in that which is great and you got a lookup field and a lookup field allows you to create a relationship inside of Zoho CRM so we talked about this in that the core modules actually have um buil-in relationships with each other so when I showed you that diagram and a lookup field allows you to create these custom relationships if you want to and so if I add a look up here I need to determine the name for it so let's just say from the lead and this you would never do this right this is just an example but you'd want to do an account actually with account very is specific cases where you may want to do it but we'll just go over the demonstration for how to create it for now related list title this one can be a bit confusing but essentially the related list title is the title you are giving to the list of information on the account side so right now we're in the lead but when you jump into the account and you see all the associated leads what do you want to call that so often times you'll just call Associated leads and to be specific these are the uh titles for the different related lists so essentially what we're coming up with is hey what is the name that's supposed to be here you know for the related information in a certain section and so that's the related list title we do filters show tool tip we can make it required if needed all right so now we got formula formula fields are pretty neat in that you can do different equations here you've got different functions different fields you can grab information over so if you wanted to add a couple Fields up together or divide something um you can do quite a bit here within formula fields in Zoho CRM so this is really helpful for you as well all right so you've got formula now we're at user so user is a lookup field as well it's just looking up to one table of information and that is the users in your system so it's a little more dynamic and just to show you what a user field looks like here we jump into Zoho and go to edit let's give this a second we can go over to owner and this is a user field here so if I want to choose the user of the system it just shows a user field like this you can send a notification when you make those updates as well which is pretty neat all righty from here we have the file upload so you can actually attach a file in three different ways one through a field which is this file upload field two through the attachment section inside of Zoho CRM and then three via the work Drive Extension right into a work drive folder Associated to the record so I recommend work drive but if you want to do it via this field you can do that too which is cool that just allows you to say hey if this field is filled up it's for very specific specific record Type image upload you can also upload images to a specific field roll up summary um and then multi select lookup so a multi- select lookup allows you to do a many to many relationship and so use that sparingly because it can create um what's called a junction table and essentially a junction table is a new module that just says hey this record has a relationship with this record and so that Junction table you get some Advanced associations there most of the time just try to get away with the lookup Fields you don't want to over engineer your system but there are some use cases where you're going to use a multi select lookup field most of the time you can get away with not doing that all right you got sub form this allows you to collect multiple rows of information within a specific record so if I wanted to do lead Associates to do this add a field a single line single line first name last name save this and we'll just remove this test email there we go if I were to save this here going to remove this as well and save I come over to this record again and refresh you'll see that there is a subform here and I can't add to the sub form unfortunately unless I'm in the edit mode inside of a record so I go over to edit I need to add Rock Bank here add row test through save so now this information has been added here so if I need to add multiple sub records to a record then I can use sub forms to do that let me go ahead and remove this and then finally here we can add sections so sections is just a way that you can categorize information you see this box here that is indicating that there's a section here's another one and you can give it section header as well I wanted to do here I wanted to say critical information drag things here save it and you can see the various sections I have on the lead record here vertical information right there all righty bring this [Music] over and then remove all right so last thing to go over here is unused items so be aware that when you're inside of the layout Builder if you delete a record here right go to remove field this doesn't actually remove information from the system the info behind that field if it's filled out in like 50 different records and remove the field it doesn't remove the information where it actually goes is to this unused Field section and then you can see all that information here and if you ever want to drag it back you can and the information is not gone and the information that you captured using that field is not gone so that's really helpful to have all those unused items instead of just immediately deleting if you do want to remove the field and the information behind it you can delete it using this field here or this this uh trash icon here and then it will let you know if it's Associated anything and you can remove it from there but with that that is how you can customize the field layouts inside of Zoho CRM so we're going to finish off the different options that you have here for customization inside of Zoho CRM so inside of a record view you can see here on the left hand side we have related lists now if you want to change the way that this is laid out here on the left hand side you can click on this icon on here and if you click there you can see the selected lists and the unselected list so you can actually remove different related list right from The View by clicking here and throwing it onto the unselected list side if I want to add that back I just click here and throw that back on the layout if I want to move this up because it's more relevant then I can do that as well so I can just rearrange this based on the priority of information here so that is how you can customize the different related lists inside of a record view we go ahead and save that next thing we're going to discuss is pipeline customization now when I see pipeline customization I'm talking about the deals module so this is relevant to you if you have multiple pipelines in your organization so maybe you sell two fundamentally different products maybe you sell a product and then maybe you sell a service and the stages you have for those two processes are completely different and if that is the case for your organization you're going to want to build multiple pipelines so that you can keep track of those two separate processes inside of Zoho CRM so the way that that works is you go into the setup section and then you will go over to pipelines here and when we go over to pipelines under customization then we can customize the various pipelines in our instance so I'm going to create a new pipeline here and we'll call our product Pipeline and right from the get-go you can select from your master list of stages which you customize in the layout section which we discussed so if you go into the layout and you go into deal stages you can view all these various stages here then from here you can and select the ones that are relevant to the new pipeline that you're creating and then you can even set this as a default so that as you build additional pipelines in the future it will start from these selected stages so I'm going to go ahead and save that now you've got your standard and your product pipeline so from here if I wanted to add another pipeline could certainly do that we'll just do Services pipeline then we will add these various stages as well I misspoke here set as default will actually change all the deals in your instance of Zoho CRM to that pipeline so you want to make sure that you have your correct pipeline set as the default and then what we can do here is we can actually either clone delete or set as default these various pipelines that we have now obviously these are all the same if we were really doing this for our instance of Zoho CRM we would want to make sure that this actually reflected the process that we have for that pipeline so here I'm going to go ahead and remove the product Pipeline and then I'm going to remove the services pipeline as well and then we're seeing that all those are being transferred back as they were selected for to be set as default which is totally fine just got those demo records that there that are being transferred over now we're going to transition over to module customization and module customization covers how do we get these modules here to display the way that we want and the way that we can do that is we go to the setup and then we go over to modules and Fields we can go over to organize modules and here we can just Direct drag these up or down based on where we want these to be now the best way to set up Zoho CRM is for things to go from left to right so you'll notice if I cancel out of here and you jump into my setup I have leads deals contacts accounts and quotes all of the core modules are right in a row here they actually work from left to right because leads and Deals represents my sales and marketing process so I have those right next to each other and then related to that is the accounts contacts and quotes and then of course I have activities that extend from there and then I have all the other modules here that I can access as needed now I have a lot of real estate taken up by my journey map as well I like to have that right at the beginning and then I also have my homepage obviously as my first Tab and then zbots dashboard and feedback and this is for demonstration when I demonstrate this instance to perspective clients all right with that the last thing we're going to go over is tap groups now I don't necessarily recommend you use T groups but if you want to keep things really clean you can do this now my my case that'll State against using tab groups is you just forget that you're in a tab group and then you're like where is that module it's gone and then you start to freak out and you realize oh I'm just in the wrong tab so if you need to create a tab group and you're just getting out of control with all the modules and it's getting really confusing you can go to add tab group and then you can add different tabs here or different modules to the tab group and you can give it a name call this test tab group I can save that now if I go over to test tab group here you can see those are the only modules that will show go ahead and refresh this so now you can see that in test tab group these are the only modules that are showing just the ones that I selected are the ones that are going to show here in the tab group from here if I want to manage and remove some tab groups that I don't need anymore I can just click delete here and then these ones that you're going to see let's jump back in here Zoho Showtime Zoho bookings LinkedIn finder Zoho work drive Zoho sign these are actually added automatically with ex extensions so if you add an extension will ask you permission for tab groups and it will add some tab groups for you and it actually will restrict your ability to edit and remove them because they are part of the extension so be aware of that as well all right so that's how you can customize related list pipelines modules and tab groups inside of Zoho CRM if you are needing additional training don't forget to check out Z training it's completely free and it's my way of helping you and your team get up to speed on Zoho CR in the fastest way possible Z training also includes power user training and implementation and Improvement training so that you can refer back to Z training along the lifetime of using Zoho so with that thank you so much for watching this video don't forget to like And subscribe if you found it helpful I will see you in the next one