This chapter, as daunting as it may look, is arguably one of the most important chapters in this book. Before jumping right into the exciting stuff and starting to explore Zoho CRM, let’s take a step back and review what makes a CRM implementation successful.
If concepts, such as CRM, business process, or process modeling are new to you, treat yourself to a double espresso (or your favorite hot drink), read through this chapter, and study the references provided as well. I promise to stay as shallow as possible and yet provide you with enough information to get you going.