This is the second post in our series about Zoho CRM setup. If you are still looking for a basic understanding of definitions and CRM strategy, read the first post. This post is focused on more specific logistics of setting up your CRM account so that it's customized to your needs. We'll touch upon the most important settings including:
How do you get to your settings? Click on the wrench and screwdriver in the top right corner of your screen, similar to the screenshot below.
In the General section, you'll find Personal Settings. Fill out all of the fields in the Personal Settings - most important will be your email signature. Your email signature will show up in any emails you send out from the CRM.
The things to update in your company details include your logo, Fiscal Year, and business hours. If you do not sell products or services in other countries, then do not set the currencies - it's just not necessary. More in the Zoho FAQs.
In the Channels section, you'll find Email as one of the options. This is where you can connect your email inbox to your Zoho CRM. For most users, integrating your email is a vital part of customer relationship management.
Without any email account configured, you can send emails to your contacts from within your Zoho CRM account and have them associated with the contacts or leads.
When you enable email integration with your existing email address (Google Suite, Outlook, etc), then a copy of all your outgoing and incoming emails sent from your regular inbox will also be associated with the corresponding CRM records (Leads and Contacts). When you go to set it up you may use POP3 or IMAP protocols. Read more about these details on the Zoho CRM Setup Help Page.
NOTE: There is a section called email sharing permissions. If you are concerned about other people in your organization reading your emails, then set this to private or custom. I suggest custom so that you can share email exchanges with other users on a contact by contact basis.
The next sub-section to look at is Organization Emails. If you have more than one email address that you might want to use to send emails from, this is where you can add them. This feature is handy when you have a general inbox email such as "firstname.lastname@example.org" or "email@example.com" etc.
Email Insights in Zoho CRM allows you to monitor email response contextually, use email status to filter records, gather email analytics, and track email template performance. This is a wonderful tool that will be automatically enabled for you.
If you already use a phone bridge or are considering integrating your phone system with Zoho to improve business workflows, then you are in luck. Zoho CRM has a ton of companies that are integrated with the platform. You can enable this under Channels > Telephony. You'll see the screen below. Click the button with "Click to Configure" and a new window will open showing the options for different phone bridge operators.
This is a simple and logical one - connect your company's social media accounts (Facebook and Twitter) to your CRM. Only an Administrator can set this up. You will find this under Channels > Social.
Since I could write an entire blog post just about this section, I will keep this simple. You have the ability to customize the modules and fields in your CRM, without needing a developer. Under the Customization section, you'll see Modules and Fields. That will bring you to a list of all of the modules pre-built in Zoho CRM, such as Leads, Contacts, Accounts, and Deals.
Once you click on the module you want to customize, you will see a screen like the one below. When you click on the layout name, which defaults to "Standard" (in my case I renamed it Modified Layout), then you will be brought to a screen where you can add and edit the default fields. It's an incredibly powerful tool.
If this idea overwhelms you, then please email me. We can discuss it more together and decide how you should proceed. I can train you on how to do things or do it for you.
The last part of the basic setup of your Zoho CRM is to create some email templates. These are a no-brainer when you find yourself sending similar or duplicate emails to people. What I love about email templates is that they are flexible. You can pull up an email template and then customize it a little for that lead or contact, if you would like to.
In the Customization section, you'll find Templates. After you click the New Template button, it will ask you what module you want to use it for. At first, this is annoying because you may be used to just having email templates for any kind of person. However, this forces you to think about who the email is appropriate for. If you are writing an email that is meant for your leads / prospective customers, then choose the Leads module.
Next up, you'll see a screen with a ton of layout options (see below). These are helpful when you want your emails to look more like a newsletter. I prefer simple emails that look like they came from my regular inbox most of the time, so I click on the button in the top right corner "Insert HTML/Plain Text" (translation: send a regular email).
Then you can start writing your email. Use the # to insert fields such as first name and company name into your email. Then save it. Now you can send that email to any Lead. The same idea applies to creating a template for Contacts.
NOTE: I have had little luck creating email templates for any modules other than Leads and Contacts, so I recommend sticking to those for this basic setup.
In this post, you got the next level of basic setup with your Zoho CRM. This does not by any means cover all of your bases, but it touches upon some of the most common needs and requests we see. In the next post, we'll look at Workflows in Zoho CRM.
If you do not yet have Zoho CRM, then I recommend at least getting a free trial account (30 days) and seeing if you like it. Sign Up for a Zoho CRM trial.
Something brand new that we are still building out is a private Zoho CRM resource library and forum. All of our current clients get access to this for free. Non-clients can pay a nominal monthly fee to access this information and join the community.