I recently had the pleasure of chatting with Ramprakash Ramamoorthy, Director IA Research from ManageEngine and Zoho, in my "Tomando Café con Jesús Hoyos" podcast. Our discussion delved deep into the real-world integration of AI and CRM, moving beyond the hype and exploring tangible benefits for businesses.
💼 Key Takeaways:
Zoho's Unique Approach: Zoho has been profitable since 1996, with a strong stance on privacy and no ads even in their free tier products. They've been building AI in-house since 2011.
AI for the Enterprise: Unlike consumer AI, enterprise AI requires robust privacy controls as it deals with sensitive competitive information. It's about finding the next best action based on past interactions and data.
CRM Maturity Matters: Successful AI implementation relies heavily on the digital maturity of an organization. Breaking down silos and having a unified CRM for all customer-facing functions is crucial.
Framework for Success: Start by defining and automating processes. Focus on decision automation where AI can make or assist in making decisions. Aim for a 10% improvement in key metrics like lead closure or reduction in escalation time.
AI Embedded in Zoho: Zoho integrates AI contextually within its applications, removing the need for users to worry about the complexity of AI models.
Privacy and Customization: Zoho ensures data privacy with individual, organizational, and global levels of protection. They also allow integration with multiple LLM vendors and open-source models.
