Welcome to Zoho CRM

Getting Started

Now FWRD have completed the preliminary set-up and customisation of your Zoho CRM system, we need your input. Below we have outlined some of the main components that need your consideration and feedback.

Over the next seven days, please familiarise yourself with the system, read through the below information and submit any required changes using the adjacent link.

Top Tip

We recommend that you initially complete your change requests in THIS DOCUMENT before you submit them via the online form. This means that you can work through the tasks at your own pace and if the form was to time-out or crash for any reason you have a back-up.

Submit Feedback Here


The tabs across the top toolbar provide access to the different modules that are offered in Zoho CRM, each representing a different area of your business operations and providing a different set of functions.

We have customised the Zoho CRM user interface to reflect and where possible improve to your organisation-wide business processes (sales, marketing, support, and administration).

Leads Module

Leads are the details gathered about an individual (B2C) or representative of an organisation (B2B) that represent a potential opportunity to your company. Collecting leads and progressing them are the initial stages in the sales process.

Once the leads are collected, it is essential to manage them and follow them up until the lead is qualified as a prospective customers. The terminology related to lead management may differ across industries, but the basic process remains the same.

Leads Source

How do you know if your marketing activity is successful if you aren’t tracking where your leads are coming from? The Lead Source field allows you to easily track this critical business information and then report on the results to better undersand your marketing ROI.

Based on your instruction, we have already added a number of possible options to the list. If you can think of any more business or marketing activities you have undertaken in the past or plan to do in the future, include this information in the feedback form.
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Leads Status

The lead status represents every stage in your sales process from the 1st point of contact you have with a prospect through to qualification as a potential. On conversion, all the information included in the lead record will be transferred to the relevant fields in either a Contact & Deal record (B2C) or an Account, Contact & Deal record (B2B).

We have mapped the lead fields with those of the account, contact and potential module so that all the details are transferred over to the appropriate fields.
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Lead Conversion Process


Accounts Module

In a typical Business to Business (B2B) scenario, an Account represents a Company with which your organisation is doing business with. Think of an Account as being a Business Entity.

If your business operates in the Business to Consumer (B2C) sector, an Account represents the businesses that you interact with throughout the course of running your business e.g. Service Providers, Suppliers, Referral Partners even Competitors.

You can associate an account with multiple Contacts (the company employees) and multiple Deals (business sales opportunities).

QUESTION – Are there any additional categories you would like to add to the Account Type field to further segment your Account records?

TASK – Use the feedback survey to provide us with any segments/categories we have missed, updates to the existing list or requests to remove any unnecessary options.

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Contacts Module

Contacts are people with whom you need to communicate with throughout the course of running your business, exclusive of your leads and prospects.

In a Business-to-Consumer (B2C) scenario, your Contacts module contains the details of your clients. Whereas in Business-to-Business (B2B), Contacts are employees of the organisation with which you are doing business.

Just like in the Accounts module, the Contacts module can also contain the contact informatin of the employees of your Service Providers, Suppliers, Referral Partners and Competitors. These records will be connected to the business they are associated with via the Account Name field.

In summary, the Contacts module can be used for both your customer relationship management as well as the management of your stakeholders and vendors according to your business process.

QUESTION – Are there any additional categories you would like to create to segment your contacts?

TASK – Use the feedback survey to provide us with any segments we have missed, updates to the existing options or requests to remove any unnecessary options.

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Deals Module

In any organisation, sales opportunities (i.e. Deals in Zoho CRM) are the most important records for generating and tracking real revenue for the organisation.

In a typical B2B organisation, all potential Deals have to undergo a complete sales cycle, which starts with identifying a hot prospect and ends with a Deal being won or lost. In a B2C scenario, the sales cycle is typically shorter but the Deals module can be adjusted to suit your individual sales process.

We recommend that you manage your sales opportunities in the Leads module up until the point in your sales process that you about to deliver a Proposal/Quote for your Products or Services. At this stage, we recommend you convert your Lead into a Deal with an associated Account (B2B) or Contact (B2C).

TASK – Look through the standard options in the Stage field and compare them to your own sales process. We recommend you use a program like Lucid Chart to map out your sales process from start to completion.

QUESTION – What is your sales process step-by-step that leads you from qualificiation through to closing a Deal (sale/job/project)? Now assign a probability to each of these stages based on the likelihood of you converting a Deal when you’re opportunity is at that stage of the process and submit to us via the change request form.

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Comprehensive Field Checking

TASK – Go through all of the fields in each of the modules with a fine tooth comb and check they are relevant and required.


  • Are any fields missing?
  • Are any fields unnecessary?
  • Do we need to add or remove options in the existing picklists?
  • Do any of the picklists need to be changed to multi-picklists? This will give you the option of applying more than one of the options in the list to a record?

Client Types

QUESTION – Is there a way to further segment your clients into different categories or levels?


  • Active Client/Inactive Client
  • Current Client/Previous Client
  • Existing Client/Former Client
  • Bronze Member, Silver Member, Gold Member
  • Independant Consultant, Area Manager, District Manager


This is your last opportunity before we sign-off the project to submit your feedback and request further changes. The money back guarantee will expire at the end of this review period so we urge you to play your role and dedicate the time to putting some serious thought into what you want your CRM system to do and how you want it work for you.

QUESTION – Are there any other variables that relate to your business that we haven’t captured in the CRM system data fields yet?

TASK – Now that you have mapped out your sales process, where possible take the time to map out your marketing, administration and customer service processes in detail using flow chart/diagrams. This will prove to be an extremely useful business excercise in itself, but it will also greatly assist us in ensuring we have customised Zoho CRM to reflect and improve on these processes. Click HERE to see some examples.

Social Media

Combine the power of social media into your selling process so you can build stronger, more immediate relationships with your prospects and close deals faster.

Using the social tab in Zoho CRM and the links within each Lead & Contact record, you can manage all your social conversations across Google+, Facebook and Twitter.

Once a contact has been added to Zoho CRM, access this contact’s information, potential history and activities from the social tab.

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The Home tab in Zoho CRM gives you the option to add components (custom view or dashbaord) that are designed to show you the information that is most important to your role in the business.

For example, you can add a component to view overdue tasks, todays meetings or a list of Deals that are expected to close this week. Also, you have the option to add components from dashboards that depict your data as graphs or charts.

QUESTION – Is there anything else you would like to see on the Homepage?

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Email Signature

To personalise the email correspondence you send to your contacts from Zoho CRM, you need to create yourself a individualised email signature within your user account. This signature can then be automatically emdedded into your outgoing emails and templates.

How To Create Your Email Signature
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Email Templates

Email templates service two fundamental purposes in Zoho CRM 1) they save you and your team heaps of time from typing ad-hoc individual emails 2) it ensures that the majority of your outgoing company emails are of a certain standard regardless of who sends them.

The use of merge fields in your email templates allows you to send the same email on mass to a group of people and have them personalised to the recipient. Making use of Macros and Workflows, your email templates can even be triggered to go out automatically at key stages of your sales and onboarding processs.

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Mobile Apps

Now that your CRM account is customised and ready for use, it’s time for you to download the complimentary smart phone Apps. Simply go to the app store on your mobile handset, search for Zoho CRM and download the FREE App. Sign-in using your Zoho username and password to access all of the application features. The first time you log in it will take a few minutes to download the data, but going forward it will sync the data automatically in real time.


The Zoho CRM Card Scanner app allows you to simply take a photo of any business card and the app will extract information from it, then automatically upload to your CRM system, mapping to the appropriate fields. When the contact information is saved in Zoho, the photo of the business card is automatically attached to the Lead or Contact record for future reference. If the extraction includes the Twitter handle, it will also download the photo from the public Twitter profile and sync it with Zoho.

Extracting data through OCR (optical character recognition) can be tricky given the number of variables (poor lighting conditions, photo angles, shaky hands. complex logos and fonts etc) that can impact the quality of data extraction. We advise that you scan the card in good lighting, check all of the details and edit where required before saving the record to your CRM account. In cases where Zoho are not too confident about the extracted details, they will display that information in red allowing you to easily correct any possible inaccuracies before saving the contact details to your database.

TOP TIP – Make sure you are clear when using the app whether the business card you are importing is a lead/prospect or a client/contact to ensure you are saving the record to the correct module of Zoho CRM.


If trade shows or expos form part of your marketing strategy, Zoho have created the Leads App to make your event data entry and follow up a whole lot easier. Just scan the QR code on the attendee’s badge, or take a picture of their business card from your smartphone. Then follow-up with the attendees instantly by assigning a lead owner to quickly carry out the follow-up tasks, or send follow-up emails right from the app, all whilst still at the event!


If you have decided to start using Zoho Campaigns to manage your email marketing campaigns, the Campaigns Mobile App will help you to stay up-to-date with your Campaign Analytics whilst on the go. Manage your mailing lists, send campaigns, view campaign results or even check the growth of your mailing lists – all from your mobile device. Location based email opens, user agent reports or social media reach – detailed reports tell you everything you need to know about your campaign’s performance.