Presentation on CRM - Zoho & Salesforce.pptx

Introduction to CRM. Includes Zoho and salesforce

1. CRM and AI-powered solutions by: Group 1

2. CUSTOMER RELATIONSHIP MANAGEMENT  Customer Relationship Management (CRM) is a technology/system for managing all of your company interactions with current and potential customers. Goal : CRM is to improve relationships to grow your business. Why is CRM being used/adopted? - Salesforce indicated 70% of customers expect every representative they contact to know their purchase and issue history. With CRM one gets a clear, unified customer profile — a single, simple, secure, and customizable dashboard with a customer’s purchase history, order status, outstanding customer service issues, and more.

3. WHY AI is being adopted IN CRM? Aspect CRM without AI CRM with AI Data Analysis Manual, time-consuming, limited insights Rapid processing of vast data sets, revealing hidden patterns Lead Scoring Based on basic rules, often inaccurate Dynamic scoring using multiple factors, highly accurate predictions. Sales Forecasting Relies on human intuition, often inaccurate Data-driven predictions, significantly higher accuracy Sentiment Analysis Manual review of customer feedback Automated analysis of customer emotions and attitudes Personalization Generic, one-size-fits-all approach Real-time, individualized experiences and recommendations

4. SALESFORCE Salesforce is a customer success platform, designed to help sell, service, market, analyze, and connect with customers. Salesforce has everything needed to run the business from anywhere. Using standard products and features, we can manage relationships with prospects and customers, collaborate and engage with employees and partners, and store the data securely in the cloud This platform allows us to customize and personalize the experience for customers, partners, and employees and easily extend beyond out-of-the-box functionality. Key Competitor and Market Share of CRM Tools (2023): Source - Statista

5. SALESFORCE Key Features: Sales Cloud: Helps manage leads, opportunities, and sales processes. Service Cloud: Offers tools for customer support and case management. Marketing Cloud: Provides marketing automation and analytics. AppExchange: A marketplace for third-party apps and integrations. Customization: Extensive customization options with Apex (Salesforce's proprietary programming language) and Lightning App Builder. AI Integration: Salesforce Einstein for advanced analytics and artificial intelligence.

6. HOW SALESFORCE USE AI

7. CUSTOMER SUCCESS STORIES OF GENERAL MILLS AND CREXI Situation: Needed to better connect with customers using data from online recipes and Box Tops for Education. Action Taken: Data Storage & Analysis: Personalized Recommendations: Enhanced Marketing: Results: Situation: Manual tasks preventing sales teams from focusing on relationship-first conversations. Action Taken: Elevated Customer Engagement with AI. Maximizing Sales and Decision Making with Salesforce Einstein. Results:

8. Meet Zia : The AI Companion of ZOHO CRM

9. 1) EASE OF USE ZOHO SALESFORCE Designed to be user-friendly with a minimal learning curve. Customizable dashboard with drag-and-drop modules. Easy to set up with guided onboarding processes. 40 preset report templates for quick deployment. Canvas view allows for extensive customization without needing coding skills. Users can tailor the CRM interface to fit their business needs. User Support and Resources: Extensive knowledge base and video tutorials. Interactive community forums for additional support. Complex interface with a steeper learning curve. Customizable through the Lightning App Builder, but may require technical expertise. Requires more time and effort to set up compared to Zoho CRM. Often necessitates the involvement of Salesforce experts or consultants for optimal setup. Highly customizable, but customization often requires knowledge of Salesforce's proprietary tools and potentially coding. Offers powerful customization options through the Salesforce Platform. Extensive documentation, webinars, and training programs available. Access to Trailhead, Salesforce’s interactive learning platform. Difference between zoho and salesforce

10. 2) CAPABILITIES ZOHO SALESFORCE Canvas UI designer for extensive customization without coding. Drag-and-drop functionality for easy customization. Workflow automation with Sales Signals for real-time notifications. Automation of repetitive tasks using Macros. Zia AI provides predictive sales insights and automation. Advanced analytics with customizable dashboards and reports. Integrated email, telephony, and social media tools for multichannel communication. Real-time notifications and team collaboration tools. Comprehensive lead management, deal tracking, and pipeline management. Territory management and sales forecasting tools. Highly customizable interface with Lightning App Builder. Advanced customization options, including custom objects and fields. Einstein AI for advanced predictive analytics and automation. Workflow automation and process builder for complex business processes. Einstein Analytics for detailed insights and customizable reports. AI-driven insights to improve decision-making and sales performance. Chatter for internal team communication and collaboration. Integrated email, social media tools, and customer interaction tracking. Comprehensive lead and opportunity management with advanced forecasting.

11. ZOHO SALESFORCE 3) FEATURES Feature Category Zoho CRM Salesforce Sales Cloud User Interface User-friendly, Canvas UI designer Highly customizable, Lightning App Builder Automation SalesSignals, workflow automation Einstein AI, workflow automation AI and Analytics Zia AI, advanced analytics Einstein Analytics, customizable dashboards Communication Integrated email, telephony, social media Chatter, integrated email, social media Sales Management Lead management, pipeline management Lead and opportunity management, forecasting Integrations Wide range of native and third-party integrations Extensive third-party integrations via AppExchange Mobile Accessibility Robust mobile app Powerful mobile app with full capabilities

12. 4) PRICE Starter Suite: $25 per user per month, billed annually. Professional: $80 per user per month, billed annually. Enterprise: $165 per user per month, billed annually. Unlimited: $330 per user per month, billed annually. Ein.stein 1 Sales: $500 per user per month, billed annually Free CRM: Free for up to three users and comes with lead and document management. Standard: $14 per user per month, billed annually, or $20 per user per month, billed monthly. Professional: $23 per user per month, billed annually, or $35 per user per month, billed monthly. Enterprise: $40 per user per month, billed annually, or $50 per user per month, billed monthly. Ultimate: $52 per user per month, billed annually, or $65 per user per month, billed monthly. No free version. Paid plans are more expensive. Significant cost for adding additional users. Free version available (up to 3 users). Paid plans are reasonably priced. Small incremental cost increases between tiers. ZOHO SALESFORCE

13. THANK YOU