[October 09, 2014] |
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Zoho Introduces Zoho CRM Plus - First Unified Customer-Centric Offering for the Entire Customer Lifecycle
PLEASANTON, Calif. --(Business Wire)--
Zoho
today unveiled Zoho
CRM Plus, the first unified customer-centric software offering that
takes customer relationship management beyond the sales cycle and
traditional interaction channels. The new offering features an
end-to-end, multi-channel approach that provides insight, context and
information throughout the entire customer lifecycle - from the moment a
customer clicks on an ad or engages in social media to when he or she
buys and is retained as a happy customer.
Legacy CRM platforms were designed uniquely around sales force
automation. Other companies started to fill in the gaps with email
marketing, social media and customer support. This led to siloes of
information and IT integration pains. If customer information is not
stored in a centralized place, it is hard for companies to be customer
centric.
Zoho CRM Plus approaches the CRM market from the perspective of the new
digital age, where most customer interactions start in Google or
Facebook (News - Alert), and allows companies to follow that interaction along every
step of the funnel. By having everything in a centralized place
accessible by every customer-facing member of the organization, Zoho (News - Alert) CRM
Plus allows companies to have an unprecedented level of context for each
customer during every single touch point. Zoho CRM Plus also provides
analytical tools to help companies measure and improve their
customer-related activities.
"When the first CRM packages came into the market in the 1990s, Google (News - Alert)
AdWords didn't exist, social media didn't exist and companies had less
of a focus on customer service," said Rodrigo Vaca, VP of marketing for
Zoho. "Thanks to social media, companies now engage with their customers
in a very different manner; thanks to Google they advertise in a very
different way; and customer retention is now just as important as sales.
Zoho CRM Plus not only covers every single interaction along the
customer lifecycle, but brings context to each one of them, making it
the only complete customer software designed for this new era."
Beyond Sales Force Automation
While sales force automation remains critical to any organization,
customer relationship management should encompass what happens before a
lead is even registered, during and after the sales engagement and
delivery, and into customer retention. Customer relationship management
stretches beyond sales, so every customer-facing employee should have
access to the appropriate data within their CRM system. Zoho CRM Plus is
the only unified offering available today that makes this possible.
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Engage the Right Prospects: Zoho CRM Plus helps companies
identify prospects who are most engaged with a brand's website,
landing pages or social media content so that they can be prioritized
accordingly. It enables a bevy of communications channels, from online
chat with customers as they navigate the site, to enabling email
campaigns that leverage information stored in the CRM system. It also
encourages social media interaction while providing insight into the
customer's status and standing.
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Sell Smarter: Advanced automation capabilities in Zoho CRM Plus
create a hub for all customer-related information, enabling the
prioritization of customers so sales teams can focus on the most
important customer opportunities. New improvements to its sales force
automation functionality are also announced today, including telephony
and integration with Google AdWords, designed to increase the customer
insight into online marketing ROI.
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Retain More Customers: Zoho CRM Plus provides innovative
customer support tools so companies can provide the right customer
assistance at the right time via phone, email, chat or social media.
Its project management tools help companies manage and collaborate
during the client delivery process.
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Measure and Improve: Zoho CRM Plus helps companies continually
measure and improve key steps along the customer lifecycle. From
tighter integration with Google AdWords to advanced CRM analytics and
customer satisfaction surveys, Zoho CRM Plus allows companies to build
dashboards and KPIs that relate multiple pieces of data from their CRM
and other external systems.
New Enhancements and Individual Offerings for Marketing, Sales and
Support
While Zoho CRM Plus is offered as a single package, customers are still
able to get individual pieces of it separately, including Zoho
CRM for Sales Force Automation. Zoho today also announced three new
offerings that round up its marketing, sales and support portfolio.
Here's a snapshot of the new offerings:
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Zoho
CRM for Google AdWords transforms how B2B companies
monitor and measure the ROI of their online marketing efforts. The
integration between Zoho CRM and Google AdWords allows customers to
track the evolution of a sale from initial keyword click to closing
contract and beyond. Zoho CRM for Google AdWords is available today
for all customers in the Enterpris Edition. For more details, see the
separate press release on Zoho CRM for Google AdWords at https://www.zoho.com/in-the-news.html.
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Zoho
SalesIQ provides website intelligence for sales and
marketing teams, enabling them to engage website visitors, persuade
them and get them into the sales funnel. Unlike traditional website
analytics that focus on aggregate visitor data, Zoho SalesIQ provides
intelligence for sales teams at the individual visitor level, making
it possible to identify the most important opportunities or any active
prospects that might be coming back to the company's website for more
information and further consideration. Features include:
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Visitor tracking: Provides real-time information about the
people visiting a company's website (such as location and
referrer), pages viewed and actions an individual website visitor
has taken in the site so companies can more easily identify and
target the most valuable visitors.
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Website chat: Zoho SalesIQ enables sales reps to
proactively engage with website visitors via chat. Companies are
able to provide personalized service and, at the same time, target
the most valuable website visitors according to their on-site
behavior. Zoho SalesIQ is able to track website activities such as
the number of pages viewed and time on the site and also pull
information from Zoho CRM to provide a complete customer profile.
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Seamless path from visit to sale: Zoho SalesIQ partners
with Zoho CRM to seamlessly convert a website visitor into a
contact or opportunity. Sales reps are then able to view previous
interactions that online sales reps had with the customer as well
as the path the customer took to find the site and interact with
its marketing content.
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Zoho
Social is a new product tailored for companies and
marketers who want to increase their social media across channels so
they can listen and drive better engagement with actionable insights
and tools. Features include:
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Listen and engage instantly: Zoho Social allows companies
to monitor their social media presence across the major social
media channels: Facebook, Twitter, LinkedIn (News - Alert) and Google+. By
funneling everything happening around one brand to a single place,
companies can more easily and quickly react to feedback from
customers.
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Reach the right audience at the right time with the right
content: Zoho Social enables companies to collaborate on their
content strategies and plan every step along the way. When it's
time to make that content public, Zoho Social automatically
suggests the best days and times to post on each social network
based on when the company's audience is most likely to be online
and ready to engage. Zoho Social is also able to deliver a post in
Facebook to different users at different times according to the
users' time zones.
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Monitor and act: With Zoho Social, brands can track the
status of their social media presence and discover what content
types resonate with their audience. Beyond simply tracking
keywords, Zoho Social is able to understand the sentiment behind
mentions and track how that sentiment evolves over time. Companies
can examine all this information on customizable reports which can
be shared with the entire team and senior management.
Pricing and Availability
Zoho CRM Plus is available today to select customers for $50 per
user/year. CRM Plus includes Sales Force Automation, Customer Support,
Marketing Automation, Project Management, Management Data Analytics and
Customer Satisfaction Survey modules.
For more information on Zoho, visit http://www.zoho.com.
To get breaking Zoho news, follow the company on Twitter (News - Alert) at @zoho
and on Facebook at http://www.facebook.com/zoho.
The latest news about Zoho products is available on the company blog, http://blogs.zoho.com.
Additional Zoho Resources
Zoho news releases: http://www.zoho.com/in-the-news.html Zoho
videos: http://youtube.com/zoho Zoho
blogs: http://blogs.zoho.com Zoho
on Twitter: http://www.twitter.com/zoho Zoho
on Facebook: http://www.facebook.com/zoho
About Zoho
Zoho is a comprehensive suite of online productivity, collaboration and
business applications for businesses of all sizes. Over ten million
users rely on Zoho apps. Zoho's productivity and collaboration
applications include Email
Hosting, Document
Management, Office
Suite, Project
Management and more alongside a host of business applications
ranging from CRM
and Campaign
Management to Customer
Support, Accounting
and more. These applications are offered directly via Zoho.com or
through hundreds of partners in the Zoho
Alliance Partner Program. For more information about Zoho, please
visit http://www.zoho.com/.
Zoho is a division of Zoho
Corporation, a privately-held and profitable company. With U.S.
headquarters in Pleasanton, CA and offices in Austin, Chennai, London,
Tokyo and Beijing, Zoho Corp. serves the technology needs of millions of
customers worldwide. For more information about Zoho Corp., please visit http://www.zohocorp.com.
All brand names and product names are trademarks or registered
trademarks of their respective companies.
Tags: Zoho, Zoho CRM Plus, SalesIQ, Zoho Social, Google AdWords,
customer relationship management, social media, sales force automation,
customer support, marketing automation, project management, data
analytics, customer satisfaction survey, CRM, online applications,
online productivity, online collaboration, business applications, office
suite
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