Introducing our 2020 feature edition: Unlock the secret to everlasting customer relationships

One of the lessons 2020 has taught businesses is the importance of long-term customer relationships. The most resilient brands, the ones that have weathered many ups and downs, all have loyal customer bases—many of whom may have stuck with them for generations. Any business is bound to face unpredictable hurdles along their path, but those who put their customers first are able to pull through on the strength of these relationships. Such strong relationships are built on the three pillars of customer insight, experience, and business intelligence. The new Zoho CRM release fortifies your business in each of these areas, while strengthening the foundation of your customer relationship framework.

Insight: Truly understand your customers

Any good relationship requires you to understand the other party. As a business, understanding your customers lets you engage with them better. Delving into who your customers are, what they like, and how they interact with you helps you craft your products and services to suit your target market better. Therefore, understanding your customer base is of strategic importance. You should always know what works, what doesn’t, and where to focus your efforts next for optimum results.

The new release comes with multiple innovative ways to examine your customer data and uncover interesting trends. You can discover your best customers, like the big spenders, or the not-so-obvious ones who make small, consistent purchases. Make actionable observations about customer retention rates, lead conversion trends, and more, by breaking your sales and marketing data down in unique ways. Accurately identify the marketing campaigns that are working the best for your business, and translating into higher numbers.

New features that will help you gain deeper customer insight include:

    Segmentation: Profile your customers based on parameters of their purchase patterns.

    Webform analytics and testing: Conduct highly controlled A/B tests for your webforms, and get in-depth statistics about their performance.

    Marketing attribution: Improve marketing efforts by directly linking them to sales revenue, and identifying high ROI campaigns.

    Cohort and quadrant analysis: Discover useful trends in data using innovative new methods of analysis.

    Zoho CRM Analytics app: Access all your CRM dashboards and analyze them to find the data you need, on the go.


    Experience: Create personalized customer journeys

    With the insight you can gain into your customers, you are in a position to create the perfect experience for them. But every customer is unique, and so is their journey with your business. With multiple touchpoints to interact with your business, and the multitude of choices customers can make at each step, the path from initial contact to purchase is hardly linear. You need a way to manage potentially thousands of customer journeys simultaneously, while personalizing each one.

    Maybe a customer forgot an item in their cart, so you nudge them to complete their purchase. Or, if the data shows they aren’t likely to respond to a reminder, you can choose not to send an unnecessary email or notification. Send your customers offers for products they like, or personalize support services to show them you care. There are endless ways to add that personal touch to your customer interactions. 

    The all new Zoho CommandCenter allows you to build highly customized journeys. You can coordinate the actions across all departments of your organization to deliver the ultimate personal experience to your customers. The visual builder makes it easy to

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