Zoho CRM – SMB & Mid-Market CRM Platform

Module 1: Introduction to Zoho CRM

• Zoho CRM overview: cloud CRM for SMB and mid-market organisations
• Zoho CRM modules: Leads, Contacts, Accounts, Deals, and Activities
• Zoho CRM editions: Standard, Professional, Enterprise, and Ultimate
• Navigating the Zoho CRM interface and personalisation options

Module 2: Lead and Contact Management

• Lead capture: web forms, email, and manual entry
• Lead conversion: converting leads to contacts, accounts, and deals
• Contact and account management: relationships and hierarchy
• Merge and deduplicate: maintaining clean CRM data

Module 3: Deal and Pipeline Management

• Deal stages: configuring pipeline stages and probability
• Multiple pipelines: managing different sales processes
• Deal activities: tasks, calls, meetings, and email logging
• Kanban view: visual pipeline management in Zoho CRM

Module 4: Zoho CRM Automation

• Workflow rules: trigger-based field updates and notifications
• Macros: one-click bulk actions for records
• Blueprints: guided process automation for deal stages
• Approval processes: multi-level approval workflows for deals

Module 5: Zia – AI Assistant

• Zia overview: AI-powered sales assistant in Zoho CRM
• Lead and deal scoring: AI-based prioritisation
• Anomaly detection: identifying unusual trends in sales data
• Zia predictions: win probability and best time to contact

Module 6: Zoho CRM Integrations

• Zoho suite integration: Zoho Mail, Desk, Campaigns, and Analytics
• G Suite and Microsoft 365: email and calendar sync
• Zoho Marketplace: third-party app integrations
• Zoho CRM API: REST API for custom integration development

Module 7: Reports and Dashboards

• Standard reports: leads, deals, and activity performance
• Custom reports: multi-module reports with filters and groupings
• Dashboards: KPI widgets, charts, and funnel visualisations
• Scheduled reports: automated email delivery of report outputs

Module 8: Capstone Project and Assessment

• Zoho CRM setup: modules, pipelines, and web form integration
• Blueprint process automation and approval workflow configuration
• Custom dashboard and report build for sales performance tracking
• Final assessment and course certification

Experience in the Industry Learn from Zoho-certified CRM consultants who have implemented Zoho CRM for SMBs and mid-market companies across retail, professional services, real estate, and manufacturing sectors.

Backgrounds at the Top Our Zoho CRM trainers have worked at Zoho partner organisations and in-house CRM teams deploying Zoho CRM as the central sales and customer management platform.

Clear & Effective Teaching Zoho CRM modules, lead management, pipeline configuration, workflow automation, Blueprints, Zia AI, integrations, and reporting are explained with practical SMB and mid-market CRM examples.

Hands-On Learning Focus Students configure Zoho CRM pipelines, build workflow automations, set up Blueprints, use Zia AI features, integrate with Zoho suite tools, and build dashboards through structured lab exercises.

Up-to-Date Knowledge Trainers keep content current with the latest Zoho CRM releases, Zia AI enhancements, Zoho CRM for Everyone updates, and evolving Zoho ecosystem integration best practices.