Zoho CRM: Critical User Skills (Second Edition) Boot Camp - 2 Days - Elite IT Training for IT Professionals and End Users

Zoho CRM: Critical User Skills (Second Edition) Boot Camp - 2 Days

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Course Specifications

Course Number:

091621

Course Length:

2 days

Course Description

Overview:

A Customer Relationship Management (CRM) system is most effective in building strong relationships with customers. You can now take advantage of the powerful and user-friendly features of Zoho’s CRM to automate the sales processes within your organization.

This course will provide you with the knowledge and skills needed to use Zoho CRM in the real world. You will start using Zoho CRM by familiarizing yourself with the user interface and data components. To support the functioning of the sales process, you will manage inventory data, communication through emails, and repetitive tasks using macros. In addition to these functions, you will perform operations aimed at improving sales and enhancing customer satisfaction by performing marketing activities, customer support functions, and data analysis.

Course Objectives:

In this course, you will use Zoho CRM to improve your marketing, sales, inventory, and customer service business practices.

You will:

  • Log in to Zoho CRM and customize user settings.
  • Organize leads in the Zoho CRM sales process.
  • Execute the sales process in Zoho CRM.
  • Interact with leads and contacts via emails, calls, events, and social media.
  • Simplify and automate Zoho CRM.
  • Perform marketing activities in Zoho CRM.
  • Manage the inventory in Zoho CRM.
  • Finalize sales.
  • Perform customer support functions in Zoho CRM.
  • Analyze CRM data.

 

Target Student:

This course is designed for end-users, who may be executives working in sales, marketing, inventory control, or customer support departments, and who may need to use a CRM system as part of their daily work. They may perform tasks such as tracking sales orders, managing leads, and converting leads to closed sales with the objective of increasing the sales of the organization.

Students may or may not be familiar with other Customer Relationship Management (CRM) systems and may be new to Zoho CRM.

Prerequisites:

To ensure your success in this course, you should have a basic understanding of sales processes and techniques. You should also have basic end-user skills with computers and the Internet, and some experience with using cloud-based applications.

You can obtain this level of skills and knowledge by taking the following Logical Operations courses:

  • Using Microsoft Windows 8.1 or Microsoft Windows 8.1: Transition from Windows 7
  • Microsoft Office 365: Web Apps for End Users or Microsoft Office 365: Web Apps and Collaboration for Office 2013

 

Course-specific Technical Requirements

Hardware

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configuration:

  • Processor: 1 gigahertz (GHz) or faster.
  • RAM: 1 gigabyte (GB) (32-bit) or 2 GB (64-bit).
  • Hard Disk Space: 16 GB (32-bit) or 20 GB (64-bit).
  • Optical Drive: CD or DVD drive.
  • Input Device: Keyboard and mouse (or other pointing device).
  • Monitor: Any monitor that supports a 1,024 x 768 resolution is recommended.
  • Network: Network cards and cabling for local network access.
  • Graphics Card: Microsoft DirectX 9 graphics device with WDDM driver.
  • Internet Connection: Internet connection is mandatory as Zoho CRM is cloud-based software.

 

You will also need a projection system to display the instructor's computer screen.

These specifications are the minimum requirements for running Microsoft Windows 8.1 on your system. You can also use Windows 7 or higher systems for the course environment.

Software

Each computer should have the following software installed:

  • Microsoft Windows 8.1
  • Internet Explorer 10 or higher
  • Google Chrome with the latest update
  • Microsoft Excel
  • If necessary, software for viewing the course slides. (Instructor machine only.)

 

Zoho CRM can run on Mac OS and Linux systems. However, this course has been tested only on the Windows platform. Zoho CRM can run on Mozilla Firefox (latest update) and Apple Safari 4 or higher. However, the activity steps have been tested only on Internet Explorer and Google Chrome.

Course Content

Lesson 1: Getting Started with Zoho CRM

Topic A: Join the Zoho CRM Organization Account

Topic B: Identify the Data Components of Zoho CRM

Topic C: Customize User Settings

Lesson 2: Organizing Leads in the Zoho CRM Sales Process

Topic A: Identify the Stages in the Zoho CRM Sales Process

Topic B: Create and Import Leads

Topic C: Optimize the Importing Leads Process

Topic D: View Import History

Topic E: Customize the Leads Home Page Views

Lesson 3: Executing the Sales Process

Topic A: Convert Leads After Evaluation

Topic B: Create Accounts

Topic C: Maintain Contact Information

Topic D: Develop Potentials

Lesson 4: Interacting with Leads and Contacts

Topic A: Documenting Interaction on a Lead or Contact Detail Page

Topic B: Organize Activities and Create Tasks

Topic C: Send Emails

Topic D: Log Calls

Topic E: Organize Events

Topic F: Connect via Social Media

Lesson 5: Simplifying and Automating Zoho CRM

Topic A: Create Macros

Topic B: Create Simple Workflows

Lesson 6: Performing Marketing Activities in Zoho CRM

Topic A: Create Email Marketing Campaigns

Topic B: Track Email Marketing Responses

Lesson 7: Managing Inventory in Zoho CRM

Topic A: Manage Vendors

Topic B: Maintain Products

Topic C: Complete Purchase Orders

Topic D: Create Price Books

Lesson 8: Finalizing Sales

Topic A: Create Sales Quotes

Topic B: Prepare Sales Orders

Topic C: Generate Invoices

Lesson 9: Performing Customer Support Functions in Zoho CRM

Topic A: Create Cases

Topic B: Implement Solutions

Lesson 10: Analyzing Zoho CRM Data

Topic A: Generate Reports

Topic B: Create Dashboards

Appendix A: The Zoho CRM Mobile Edition

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