aheadCRM

The Lost Strategy: What CRM Was Supposed to Be CRM at its very origin, was a strategy. With the advent of systems that support the execution of this strategy, the term more and more got shifted to describe a system. This shift can get seen in the words of CRM Godfather Paul Greenberg . His pre-2009 definition of CRM was “ a philosophy and a business strategy , supported by a system and a technology designed to improve human interaction in a business environment. ” This changed to " Customer Relationship Management is a technology and system that sustains sales, marketing and customer service activities. It is designed to capture and interpret customer data, both structured and unstructured, and to sustain the management of the business side of customer related operations. CRM technology automates processes and workflows and helps organize and interpret data to support a company in engaging its customers more effectively " in acceptance of this change (emphasis by me). These...

Zoho aspires to deliver the operating system for businesses with the goal of driving customers' margins by unifying business operations on one single technology platform. The most important part for delivering this vision is Zoho One.  Zoho One is Zoho's premier bundle of business applications. Currently, Zoho One consists of around 55 applications that support sales, marketing, email and collaboration, helpdesk and customer support, finance, HR, analytics, and business processes. Of these, customers use on average 22.  Zoho One can be licensed as an all-in-one platform but also be part of a journey that starts at first licensing one application, then more and then moving to Zoho One directly or via licensing one of the other suites (such as CRM+, Projects+, Finance+, or Workplace, and others). The most used applications in Zoho One are CRM, Analytics, Books, Meeting, and Workdrive. At the time of writing this, Zoho One has around 75,000 customers, which makes it Zoho's mos...