Why CRM Produce Such High Return On Investment (ROI)

By | Business Management, CRM | No Comments

Do you know why CRM Software produces such a high ROI

We all know the facts which are thrown around regarding the fact that companies that use CRM are seeing a great return on their investment. At present, it is $8.71 for every $1 spent (Source: Nucleus Research).

Below are three ways in which CRM can help with your ROI.

Become more efficient

CRM helps all the team members optimise their daily schedules and makes it easy to prioritise tasks to make sure that prospects, customers and critical tasks are not forgotten. In addition, being able to track all communication whether they are calls, emails or meetings we can keep up to date with renewals, replacements and of course makes it easy to upsell our products and services. By making sure all the relevant information on your CRM and sharing it across the team means that everyone can speed with the progress of your prospecting so that there are never too many cooks in the kitchen and sales can be completed.

Customer satisfaction

We can all see how if we treat our customers well and understand their pain points then we are going to have them as long-lasting customers. With social media becoming more and more important it is becoming the norm that customers should be able to connect with you in the manner they want whether it is via phone, email or chat. We have all heard about the Pareto Principle- 80% of your business come from 20% of your existing customers (Source Forbes ). More recently according to Bain and Co., a 5% increase in customer retention can increase a company’s profitability by 75% (Source Bain and Co).

Sales Data at hand

CRM allows you to collect and aggregate data all through your sales process. By creating dashboards and reports you and your team can access these in real-time using their device of choice whether it be mobile, tablet, desktop etc. In addition, CRM helps companies to plan strategically by pulling key metrics such as year on year growth, which sales activities are producing the greatest returns. More than 52% of companies have said that data and analytics would be a key source of opportunity in the coming years (Source Experian)




Search Function for Zoho Desk

By | Tips and Tricks, Zoho | No Comments

Searching Records in Zoho Desk


There are several ways in which we can use the Search options to find records like Tickets, Customers, Articles, Tasks, and Products easily and quickly.  There are three (or four, depending on module) kinds of search options available in all parts of Zoho Desk.

  • Quick Search
  • Faceted Search
  • Advanced Search
  • Search Records by Alphabet (this is only available in the Customer module)

Quick Search 

This allows us to to search for specific records from all our modules or from a particular module by entering the search keyword.  We can specify in which module the search should be carried out.

  • Click the Search icon on the top pane.

Search icon

  • Enter the Search keyword in the search box.
  • Zoho Desk predicts what you’re looking for and starts to show the results of your search from the current module.
  • If we want, we can select All or we could keep Tickets selected as below or select KB etc.

Zoho Desk Search

If we can’t find the records in the search results list then we can go onto the next search type called the Faceted Search.

Faceted Search

Faceted search allows us to categorise the search results based on common elements like status, channel, priority, and so forth. This enables us to quickly navigate to the exact record we are looking for. Each time we select a facet value, the set of search results is reduced to only have the items matching that value. We can narrow our search by clicking on other facets.

  • To follow some of the similar steps as above, we again click on the Search icon on the top pane.
  • Enter the Search keyword in the Search box.
  • This time we hit Enter and ignore the predictions box.  The records matching the key words will be listed.
  • Click the facet value on the left panel to only show results within the selection.  At the top of the page we can see the choices we have made.

Zoho Desk faceted search

We can perform this search on all departments or from within a department.

Advanced Search

The advanced search allows us to search records by specifying custom search criteria.

To search records using criteria:

  • On the Module home page, click the Search icon on the top pane.
    • When the icon is clicked the search area will transition into a bar.
  • Click the search icon on the search bar and click on the Advanced Search on the left-hand side toolbar.
  • We can use And/Or combinations between the filter properties.

Zoho Desk Advanced Search

We can also create custom views out of the search criteria to access them in the future.

To create a custom view on the advanced search parameters, click on Save as Custom View on the search results page.

Search by Alphabet

We can search for contacts and accounts within the Customer modules by clicking the alphabet links displayed on the right. Zoho will take us straight to the records that start with the selected letter.

To search by alphabet

Zoho Desk Search by Alphabet

  • Click on the Customer module.
  • On the Contact Home page, click a letter from the Alphabet list.

The page displays the list of contacts that start with the selected alphabet. You can switch to the Accounts module and follow the steps above for accounts.  The alphabet search will search records by their First Name. To search using the last name we need to change the Name Format  under Setup.

Sort and View Search Results (not available in Advanced Search)

When we perform a quick search, we can sort the results according to our preference such as:

  • Modified Time
  • Relevance

The Modified Time function will list the recently modified records at the top. Whilst sorting by Relevance we can get the records based on the number of times our keywords appear in a record.

By default Zoho Desk displays 10 records per search result page. It is simple to increase this by clicking on the More Action icon (). The maximum is 50 records per page.

Zoho CRM Administrator Training Course in UK (London)

By | Administrative, CRM, Tips and Tricks, Training, Zoho | No Comments

Zoho CRM logo with handshake iconTickets are now available for the Zoho CRM training for Administrators taking place in London (UK) on August 13 through 15.  

Contact us for more information or help with tickets.

Announcing the Three-Day Classroom Training for Zoho CRM:

Zoho have always been committed to providing their users with the best training material whether via web tutorials, user manuals, regular webinars, or in-person classroom courses. As part of this commitment, they are running an expert-led Zoho CRM administrator classroom course in London to help you gain hands-on experience with managing users, automating sales processes, customising your implementation, getting to know Zia, and much more. So bring your laptop and charger (as there will be hands-on exercises) and head down to central London for three very productive days!

Course Description

Zoho CRM Classroom Training for Administrators will help you gain hands-on experience with automating sales processes, managing users, setting up sales territories, securing your customer data, customising CRM solution to your industry, and other topics.  You will also get the opportunity to interact with product specialists and learn the best practices of CRM implementation.

Course Structure

Monday, August 13 (9am – 5pm)

  • Introduction to Zoho CRM
  • Organisation Setting
  • Data Security
  • User Management
  • Customisation – Essentials

Tuesday, August 14 (9am – 5pm)

  • Communication Channels
  • Territory Management
  • Automation – Essentials
  • Data Administration
  • Marketplace

Wednesday, August 15 (9am – 5pm)

  • Customisation – Advanced
  • Automation – Advanced
  • Zia
  • Portals
  • A Day in the Life of a CRM Administrator

On all of these days you will get the opportunity to interact with Zoho CRM product specialists.

How to Attend

If you would like more information, or just want to chat about the course, then please feel free to contact us.

Click the graphic below to see more and to reserve your training seat: Zoho logo

Classes are also coming soon to Australia (August 8-10) and Canada (September 5-7).

Best Practices for Building a Website from Zoho Academy

By | Administrative, Business Management, Tips and Tricks, Training | No Comments

Build Your Best Business Website

Zoho have always said that, along with offering the technology to solve virtually any business problem, they want to provide help for businesses to succeed. They accomplish this by providing well-researched and comprehensive information about how to run a business with their software tools. The first goal for any business is to build and maintain a highly effective website.

Zoho Academy have created some easy-to-digest ebooks which bring together basic principles, best practices, and checklists to help you create a great looking, effective website. Below is the breakdown of each ebook. Read each volume from the start by clicking its title, or dip into the most interesting and relevant chapters.

Website Best Practices

Best Practices Volume 1: Homepages

Your homepage may very well be your site visitors’ first impression of your business. It has to walk a fine line between drawing visitors in with compelling content and pushing them on to the next page of their customer journey.

Best Practices Volume 2: About Us Pages

The About Us page is one of the most underutilised marketing tools on business websites, but it doesn’t have to be. Learn how to position your About page, what language and tone to employ, how to use your About page to communicate your company values, and how to make your About page a true conversion hub.

Best Practices Volume 3: Testimonials

When done well, testimonials are a powerful element of any website. But while their ROI can be very significant, good testimonials require smart strategising.  Knowing where to find them, what they should include, and where to place them on your website will help you use your testimonials most effectively.

Best Practices Volume 4: FAQ Pages

Your website’s FAQ page is your opportunity to address concerns of, clarify concepts for, and remove doubts that arise from prospects on their path to purchase. After all, when a prospect lands on your site, there is often no human available they can turn to for answers or help. Learn how the FAQ can best compensate for that absent interaction.

Best Practices Volume 5: Online Shops

If you run a retail business, the benefits of offering an online shop are indisputable. Your website will speak for both your salespeople and for the products themselves. Learn how to design your online shop pages, write excellent copy, and leverage psychology to serve your business’s best interests.

Best Practices Volume 6: Business Blogs

A business blog will establish you as an authority in your field, drive visitors to your website, grow prospect trust and engagement, and generate leads and sales. It’s one of the best content marketing tools your business has. So how do you ensure it creates as much value as possible for your business?

Best Practices Volume 7: Web Forms

Web forms are imperative for your business website because they allow visitors to interact with your company. If they’re making a purchase, subscribing to a newsletter, scheduling an appointment, or creating an account, visitors are using your forms. Learn best practices for the most common form types.

Best Practices Volume 8: CTA (Call-to-Action) Buttons

Whether it’s signing up for a free trial, setting up an account, or adding a product to a shopping cart, your prospect is always on the threshold of taking an action. That action requires a CTA button.  Here, we offer best practices for button design, copy, and placement.

Best Practices Volume 9: Examples of Great Websites

While tips, tricks, and best practices for your company website are invaluable, seeing these elements in action is often the best way to understand how they work and how to employ them. Here are Zoho’s favourite business websites by genre. We and they hope you find them inspiring and motivating!

Visit Zoho Academy to access an online, self service archive of educational content designed to help people do business better.

Zoho London User Conference in September!

By | Training, Zoho | No Comments

Zoho logo

Early Bird discounts officially ended as of the 15th, but Zoho have agreed to let us make a few extra discounted tickets available. Contact us ASAP!

Announcing a new Zoho user conference!

Each year, Zoho holds conferences worldwide for their users and partners. This conference is coming to the UK on Thursday and Friday, September 13 and 14 at the etc.venues County Hall in the centre of London.

Zoho’s annual user conference is an opportunity to meet the Zoho team face-to-face and learn directly from the staff behind the applications. You’ll have ample opportunity to network and exchange ideas with like minded people from companies of all sizes and industries who have turned to Zoho to transform their business. Come and have one-to-one chats with experts in sales, marketing, service, finance, commerce, and more to learn how you can deliver incredible customer experiences that will set your brand apart.

Conference agenda highlights

Both days will feature a strong focus on on increasing your sales and making your marketing more effective with topics such as:

  • Implementing Zoho CRM for your business
  • Understanding your sales process
  • Sales Force Automation
  • Optimising your website and engaging visitors
  • Raising your organisation’s productivity through effective collaboration & communication
  • Business insights through Analytics

The conference’s first day emphasises great finance tools and practices with topics such as:

  • Empowering customer-centric teams with a meaningful Back Office integration
  • Advanced analytics with Zoho Reports
  • Streamline your travel and expense management
  • Managing your stock and multi-channel sales
  • Zoho Finance Plus: an overview

The second day of the conference continues the momentum with exciting ways to customise and control your Zoho experience, offering topics such as:

  • Building workflows
  • Integrating apps using Flow
  • Advanced customization
  • The highs and lows with Reports
  • Staying connected: Integrating with APIs
  • Zoho on mobile

… and many more!

How to attend

Click the graphic below to see more and to reserve your conference seat: Click here for more information and to attend!

Afraid of GDPR? No Need for Fear

By | Business Management, CRM, GDPR | No Comments

man with head in sand about GDPRHave You Been Putting This Off?

By now you’ve heard about the General Data Protection Regulation (GDPR) coming into force on May 25. You’ve either been prepared for a long time or you… haven’t.

We understand. We know you’re in business to do business, not to focus on regulatory compliance. But it’s not too late for you to show that you’re taking steps to do the right thing with your data.

First, let’s quickly get you up to speed.

Basic Facts about GDPR

  • The GDPR is designed to protect the rights of European residents to their property (their data) that you might hold.
  • GDPR defines personal data as “any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier”. Another way to say this is that if you have a record that can be tied to an individual, the data in and linked to that record is personal data.
  • GDPR is good for business. Your compliance demonstrates that you are up-to-date with technology, trustworthy with data, and respectful of the law and your clients’ privacy.
  • The best way to maintain and prove your compliance is with a professional-quality CRM (Customer Relationship Management) solution.

Broad Requirements of GDPR

  • Understand where you get your data and what you do with it (accountability)
  • Know what your customer data actually contains (data usage)
  • Properly gain customer authorisation to hold, use, and/or share their data (consent)
  • Allow customers the right to know what data you hold about them, and generally to say what can and cannot be done with it (right of access)
  • Protect your customer’s data from unauthorised access and use (data security)Control over your GDPR data

Get Peace of Mind

Caldere Associates are experienced data scientists who use CRM and data analytics to help businesses understand and process their customer data sensibly and efficiently. We can take stock of your existing data and help you rapidly achieve your compliance goals. Contact us as soon as you can so we can do our best work for you.

Additional Resources


The Year in Zoho – Incredible Improvements

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Zoho Improvements through 2017

Even We’re Surprised

Zoho started as a capable and cost-effective solution, and we at Caldere have been proud to represent it. We are even more excited about it now that we’re heading into 2018 and we’ve seen the recent list of improvements.

Recently the Caldere team were thinking about all of the ways Zoho has changed over the past year. We knew Zoho continually adds functionality at a rapid rate, but we must have become used to it. Looking back, the sheer pace of improvement in the program has surprised even us. The added functionality has been so timely and useful it’s like it’s always been there.

It goes to show that (as all high performers know), exceeding expectations becomes an expectation of its own! We continue to look for innovations and cutting-edge development from the Zoho team, and we look forward to putting these improvements to work to solve problems for all our clients and colleagues.

What’s the Excitement All About?

Here is a sample of the ways in which Zoho has added functionality and become more user- and business-friendly in 2017:

  • A culture of constant upward climb: Zoho has had about 4 product updates every week without compromising usability. It’s almost annoying! But when you actually put each update into practice, the annoyance disappears.
  • Process and workflow improvements: The rollout of Zoho Blueprint allows you to intuitively plan your sales processes. Zoho CRM has added powerful new expansions to its easy-to-use workflow rules functionality.
  • Awareness of your whole business context: A wide variety of important new integrations and plugins allows you to connect Zoho more and more with the programs you already rely on. Zoho works with a large number of social media, e-commerce, telephony, team communication, financial, and marketing applications. This is in addition to Zoho’s own comprehensive suite of business applications that tie together every facet of your business from intelligent reporting to payroll. Everyone in your company can use and be supported by Zoho functionality.
  • Partner with the individual user to get more done: Functionality like “sticky notes” that are shared across Zoho apps, new ways to handle activity notifications, and new ways to score leads, make not only Zoho CRM but the entire Zoho platform a total no-hassle environment for getting and staying connected and organised.

Take a Deeper Look

When was the last time you were astonished by a software package? If you take a minute to review Zoho’s fun write-up on their 2017 changes, we bet you’ll be as delighted as we were.

Once you’ve had a chance to see what’s new in the Zoho world, we hope you’ll contact us to help plan your business future. We, and Zoho, consider your business success our priority.

Merry Christmas and Happy New Year from Caldere

By | Administrative | No Comments

Seasons GreetingsOur very best wishes for the Christmas season and the new year!

All of us at Caldere would like to thank all of our business partners, clients, colleagues, and friends for a very good 2017, and to wish you all the very best of the Christmas season and a brand new year brimming with promise and prosperity.

We will be open for business as usual until 5 p.m. on Wednesday the 20th of December.

After the break, we will be fully available on Tuesday the 2nd of January.

If you would like to reach out to us between those dates, please feel free to phone or e-mail us, or to use the Contact Us form on this site. Someone will contact you at the very first opportunity.

Global GDPR Readiness with Zoho CRM

By | Administrative, GDPR, Zoho | No Comments

GDPR Readiness and Zoho

We at Caldere have issued our own statement on GDPR readiness, but we also wanted to call attention to excellent material produced by our main software partners.

Global business software powerhouse Zoho are fully aware of GDPR compliance because it applies not only to EU companies, but to anyone who collects information belonging to EU residents. Worldwide businesses who use Zoho need to know about their legal obligations and how to meet them. Fortunately, GDPR-ready Zoho software makes this business administration task easier.

It’s important to note GDPR protection applies to residents, not just citizens… this blog poster happens to be an American citizen living and working in the EU, so it’s good to know my data is also protected. Zoho make a special note of this distinction in the Introduction to their extraordinarily well-written and approachable writeup.

GDPR Europe ComplianceWhat’s Included in Zoho’s GDPR Readiness Article

  • Zoho explain their past, present, and future commitment to data privacy and security. Interestingly, they mention that they are as serious about this with regard to their full-featured free versions as they are with regard to their fully-paid enterprise versions.
  • They’ve put in place a dedicated GDPR team and several initiatives to serve their 30+ million users now and to make sure they are ready to support their users’ GDPR compliance goals.
  • In the article, Zoho have provided a quick but comprehensive checklist of readiness goals for organisations to discuss implementing.
  • For organisations still grappling with what GDPR is and how they should approach it, Zoho have provided a clear and comprehensive FAQ that doesn’t assume you are a legal or even an IT expert. (I personally found it useful even though I’ve been reading about GDPR in much more technical contexts for months.)
  • Finally, Zoho offer some resources that will be especially useful to the members of your organisation tasked with implementing and maintaining GDPR compliance.

Partner with Caldere

As a Zoho Partner organisation, Caldere are every bit as committed to GDPR compliance for ourselves and our clients. Contact us without delay to find out how we and you can use the latest functionality to make sure you’re ready by the May deadline.

GDPR – Make Sure You Know

By | Administrative, Business Management | No Comments

Data safety and legal compliance depend on GDPR

It used to be the case that a person could freely walk across or use another person’s land so long as they were not violating other laws. More recently, governments protected the landowners’ property rights by strictly restricting how other people could access and use their property. In 2016, the EU passed laws that clarify the property interest of individuals in the data that is collected about them, and determine how the custodians of the data must control how the individual, the custodians themselves, and any third parties access and use the data. This legislation is called the General Data Protection Regulation (GDPR), and it comes into force on 25th May 2018.

GDPR Is the Law

All UK and EU organisations, as well as all other organisations processing data belonging to EU residents, will need to be fully in compliance by May 25th. Additionally, legal experts agree that Brexit is unlikely to relieve UK organisations of their responsibilities under the law (in any case the law will take effect long before Brexit is completed).

GDPR determines how data is to be stored, accessed, protected and utilised.  In simple terms, GDPR provides the public with more power to access information being held about them without having to access the SAR (Subject Access Request). Individuals also have the right to specify how their data is accessed and used by other people and entities. Finally, GDPR requires the holders of data to manage the data according to privacy best practices. The people who your data describes are recognised to have a property interest in their data, and this must be respected. Fortunately GDPR describes how you are expected to arrange things so that your databases respect the law.

What Do We Need To Do?

GDPR mandates that organisations appoint a Data Protection Officer (DPO). Your DPO will be responsible for and will need to be in contact with internal and external customers in the event of a data breach. For most small businesses, it won’t be a legal requirement to formally appoint a DPO. It is also possible to appoint someone outside the firm (for example, a consultant) to be your DPO. However, someone in your business will, in general, be responsible for data compliance obligations under the GDPR, including documenting that compliance.

Note that under the GDPR, a breach in data doesn’t mean that only personal or financial details are unprotected or inappropriately accessed. GDPR has a broader scope. It includes confidentiality agreements, usage details, IP addresses, or any other data identifiable as belonging to an individual within the EU, including encrypted data.

How Does the GDPR Affect What We Use Data For?

The provisions of the GDPR can be divided into 8 key rights possessed by the individual whose data is being stored and processed. It also states how you must respect these rights.

  1. Right of access: Individuals can request access to their personal data.
  2. Right to be forgotten: Individuals may ask you to tell them how you use their data. They can ask you to remove and delete their personal data.
  3. Right to be informed: Individuals must know how you intend to use their data at the time that you gather it, and they must freely give their consent to that usage. There are rules that govern what information we need to supply and at what stages we need to supply information to the client.
  4. Right to data portability: Individuals must be allowed to transfer or move their personal data between service providers easily and safely. This move must be accomplished without denying the individual access to or use of their data.
  5. Right to data rectification: Individuals must be permitted to correct their data if it is inaccurate or incomplete.  Customers need to be made aware of the third parties to whom the data has been disclosed. Data holders must make sure that these third parties are also informed of the corrections to the data.
  6. Right to restrict processing: Individuals whose data you hold may specify how you may not use or process it, or deny you the right to process it altogether.
  7. Right to object: Individuals may object to your usage of their data based on their own particular circumstances.
  8. Rights related to automated decision making and profiling: You must have safeguards in place against the risk that a potentially damaging decision might be made without human intervention. Individuals generally have the right not to be subject, without their consent, to a decision that is based on an automated profiling or demographic sorting process.

What Else Do We Need To Know About the GDPR?

Naturally, as with any legal compliance issues, it’s best for you to consult with your company’s legal advisers to determine which provisions of the law you are in compliance with now, and which provisions you need to work on in order to get ready by the May 25th deadline. Typical of most legislation, interpretations of details or even of key provisions may differ. Fortunately there are official bodies who are issuing clarification and guidance, such as the Information Commissioner’s Office in the UK, and the Data Protection Commissioner in Ireland.

Once you know what your data compliance efforts must accomplish, our team of professional database experts at Caldere will be happy to give you the tools, methods, and support you need to reach those goals. Please don’t delay; a full and effective overhaul of your data policy is not something that can be done at the last minute. Contact us today to find out how we can help.

How Can We Help?

Find out how Caldere can help you to build a more successful business:
Call +44 (0)118 945 6220 and speak to one of our dedicated specialists.

Contact us!