Zoho CRM Review

We use Zoho CRM in three different countries we have a presence and it's used for various departments, like Sales, Marketing, and Customer Service. To our Sales Teams, it's very important to follow all their negotiations with several customers. The actual problem with Zoho CRM is it can't be easily integrated with our ERP system; we use SAP ERP EHP6.0, so the information about our customers is not consistent. Another problem is how easily users can duplicate information about customers and contacts and this affects the post-analysis of information. Our scope of use case is to have a complete integration between Marketing, Sales, and Customer Service. We try to generate Leads from our campaigns and after that our Sales Team follows the leads and makes a customer journey so our Customer Service can execute some surveys. Sometimes, the surveys are outbound to increment in the number of responses. Finally, all the information is analyzed to enhance the effectiveness of campaigns and sales procedures.

Definitely, Zoho CRM improves our customer experience, because it gives you great visibility about all the contacts you have done with your customer, from Customer Service to all the negotiations you have made with them. So when you need to contact your customer, you have great visibility about the relationship and you can know how to treat them to make a better relationship and better business.