Zoho CRM: Administration, Customization, and Operations

• An understanding of basic sales and customer relationship processes
• Experience using cloud-based business tools or CRM systems

Audience

• CRM administrators and operations staff
• Sales managers and marketing analysts
• Team leads responsible for CRM configuration and governance

Zoho CRM is a widely adopted cloud-based platform used to manage customer relationships, automate sales processes, and analyze business performance.

This instructor-led, live training (online or onsite) is aimed at intermediate-level users and administrators who wish to improve their proficiency in managing data, reporting, customization, and system control within Zoho CRM.

By the end of this training, participants will be able to:

• Create and customize reports and dashboards for actionable analysis.
• Implement change control best practices, including audit trails and configuration management.
• Configure modules, workflows, and user roles to align with business processes.
• Monitor system usage, automate tasks, and enhance CRM usability and governance.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to Zoho CRM

• Core features and business value
• Interface navigation and module structure
• User types and access management

Lead and Contact Management

• Creating and qualifying leads
• Converting leads to deals
• Maintaining accounts and contact records

Customization and Configuration

• Custom fields and modules
• Page layouts and views
• Automation with workflows, rules, and actions

Reporting and Dashboards for Analysis

• Creating and customizing reports
• Building and interpreting dashboards
• Filtering, grouping, and KPI analysis

Change Control and Governance

• Version tracking for customizations
• Audit logs and activity tracking
• Best practices for process documentation and approval workflows

Data Management and Import/Export

• Importing leads, contacts, and other records
• Data deduplication and cleanup
• Data backup and migration tools

Integration and Extension

• Integrating Zoho CRM with Zoho suite (e.g., Campaigns, Books)
• Third-party app integration (e.g., Google Workspace, Outlook)
• Using APIs and Webhooks (overview)

Monitoring, Support, and Improvement

• Monitoring user activity and system performance
• Admin tools and support resources
• Planning for scale and continuous improvement

Summary and Next Steps