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Zoho Unveils CRM for Everyone: Democratizing Customer Operations

customer relationship management technology

Zoho Unveils CRM for Everyone: Democratizing Customer Operations

Zoho Unveils CRM for Everyone: Democratizing Customer Operations

Business Wire

Published on : Jun 10, 2024

Zoho CRM for Everyone affords every team in any company its own space to actively contribute and accelerate customer growth and improve CX

Zoho Corporation, a leading global technology company, has announced the launch of Zoho CRM for Everyone, a new set of capabilities designed to democratize CRM access across all teams involved in customer operations. This initiative aims to enhance visibility, coordination, and the overall quality of customer experiences by integrating various customer-related functions into a single platform.

Key Features of Zoho CRM for Everyone

  1. Unified Customer Operations

    • Centralizes communication and coordination for sales, solutions engineering, contract management, sales enablement, customer onboarding, and advocacy.
    • Enhances visibility and collaboration among all stakeholders in the customer journey.
  2. Improved Coordination and Efficiency

    • Mitigates gaps in coordination and reduces turnaround time.
    • Ensures a cohesive and high-quality customer experience.
  3. Team Modules

    • Allows business teams to create their own team-level data modules, with specific fields, permissions, workflow automation, and customization.
    • Modules are governed by IT teams and housed within dedicated spaces for each team.
  4. Requester Profile

    • Enables team members to raise requests for deliverables or contributions from colleagues in different teams.
    • Requesters can track the status of their requests, eliminating guesswork in collaborative work.
  5. Refreshed User Experience

    • Redesigned interface for better usability across roles and functions.
    • Supports no-code or low-code workflow management.
    • Enhanced accessibility features for vision, motor activity, and interactions.

Statements from Key Individuals

  • Liz Miller, Vice President and Principal Analyst at Constellation Research: "Zoho’s vision for CRM for Everyone addresses modern CRM strategies by integrating collaboration and project management into revenue-driving activities, placing CRM at the core of building profitable customer relationships."

  • Mani Vembu, COO of Zoho: "Zoho CRM for Everyone breaks down silos, enabling different teams in the sales process to contribute productively by reducing CRM complexity and encouraging participation, thereby enhancing the customer experience."

Benefits to Businesses

  1. Cross-Functional Collaboration

    • Facilitates seamless coordination among various teams involved in customer operations.
    • Ensures all teams have access to comprehensive customer context.
  2. Autonomous Workflow Management

    • Empowers teams to manage their workflows independently within the corporate IT framework.
    • Enhances efficiency and productivity by allowing tailored workflow automation and customization.
  3. Enhanced Customer Experience

    • Provides a holistic view of customer interactions and processes.
    • Improves the quality and consistency of customer engagements.

Real-World Applications

  • Account Managers:
    • Coordinate product demonstrations with solutions engineers.
  • Specialists:
    • Track the rollout of onboarding experiences.
  • Marketers:
    • Perform win-loss analysis for specific deals.
  • Community Specialists:
    • Manage advocacy engagements like case studies.

Early Access and Future Developments

Early access to Zoho CRM for Everyone is now available upon request for Zoho customers worldwide. Zoho plans to release additional capabilities over the coming weeks, further transforming CRM into the nucleus of all customer operations.

Zoho Privacy Pledge

Zoho upholds a strong commitment to user privacy, operating its own data centers to ensure complete oversight of customer data. With a user base exceeding 100 million across hundreds of thousands of companies, Zoho remains dedicated to privacy and security, avoiding an ad-revenue model in any part of its business.

Zoho CRM for Everyone represents a significant step towards democratizing CRM, enabling cross-functional collaboration and enhancing customer experiences. This innovative approach places CRM at the heart of customer operations, driving more profitable and enduring customer relationships.