Why we picked BatchBook as our CRM tool


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A subjective review of the BatchBook CRM tool and why we chose it as our CRM tool. Originally created for internal consumption, being shared in the hope that others will find it useful.

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  • Why we picked BatchBook as our CRM tool

    1. 1. Tool Session BatchBook A Study in Simplicity K. Srikrishna January 30, 2009
    2. 2. Objectives <ul><li>Study a web 2.0 app that we are familiar with </li></ul><ul><ul><li>One that we use for our daily needs </li></ul></ul><ul><li>Draw best practices & insights </li></ul><ul><ul><li>Share with larger audience </li></ul></ul><ul><ul><li>Evangelize & propagate key insights </li></ul></ul><ul><li>Focus on four things </li></ul><ul><ul><li>True innovations, features worth emulation </li></ul></ul><ul><ul><li>Biz insights & observable shortcomings </li></ul></ul>
    3. 3. Today's Tool – BatchBook (“BB”)‏
    4. 4. Page 0: Landing Page
    5. 5. alt=&quot;8,000,000 contacts are managed with Highrise&quot;
    6. 6. Evolving Positioning 2008 2009
    7. 7. Some Web 2.0 Observations <ul><li>Most folks use a 20/60/20 or 15/70/15 screen split </li></ul><ul><ul><li>Definitely on screen0 – landing page </li></ul></ul><ul><li>BatchBook uses full screen beyond screen 1 </li></ul><ul><ul><li>Uses a vertical 65/35 split of the full browser screen </li></ul></ul><ul><ul><li>Left (65) has the tab specific content </li></ul></ul><ul><ul><li>Right (35) has commonly used easy-access tools </li></ul></ul><ul><ul><ul><li>QuickActions, Tag Cloud, Customization </li></ul></ul></ul><ul><li>Most tools (incl BB) use a dash board </li></ul><ul><ul><li>Recent feature is ability to move fields btw LHS & RHS </li></ul></ul>
    8. 8. Summary & Take-aways <ul><li>Simplicity in usability & functionality </li></ul><ul><ul><li>Finite functions, ease of access </li></ul></ul><ul><li>SuperTags </li></ul><ul><ul><li>Infinite extensibility </li></ul></ul><ul><ul><li>complexity hidden & user driven </li></ul></ul><ul><li>Customizable dashboard </li></ul><ul><ul><li>Nicer implementation of MS SharePoint-like page </li></ul></ul><ul><li>Third Party integration & API </li></ul><ul><ul><li>MailChimp, (simple) API for reports </li></ul></ul><ul><ul><li>Strong social networking slant (Google & Twitter search)‏ </li></ul></ul>
    9. 9. BatchBook: Diving into tool Tab bar as primary navigation QuickAdd Bar for easy access to most common tasks
    10. 10. BatchBook Dashboard
    11. 11. Simplicity - everywhere BatchBook Top level menus ZohoCRM LogicBright HighRise
    12. 12. Keeping it Simple: Quick Action Menu ZohoCRM HighRise BatchBook Quick Add widget
    13. 13. SuperTags – key innovation <ul><li>Tags on steroids </li></ul><ul><ul><li>User definable sub-fields within a tag </li></ul></ul><ul><ul><li>Immense flexibility </li></ul></ul><ul><ul><li>User searchable </li></ul></ul>
    14. 14. Interesting touches <ul><li>Use of email </li></ul><ul><ul><li>Ability to auto attach bcc'd emails to contacts </li></ul></ul><ul><ul><ul><li>HighRise has this mailbox drop feature </li></ul></ul></ul><ul><ul><li>Ability to add to-dos through email </li></ul></ul><ul><li>Affiliations </li></ul><ul><ul><li>Interesting method to create two-way relationships </li></ul></ul><ul><ul><ul><li>client<->supplier, father<->daughter, user definable </li></ul></ul></ul><ul><li>Social media integration </li></ul><ul><ul><li>Twitter & Google search in dashboard (configurable)‏ </li></ul></ul><ul><ul><li>RSS feed integration into superTags (cool!)‏ </li></ul></ul>
    15. 15. Other Observations <ul><li>3 people founded it (CEO, VP Tech & Comms Dir.)‏ </li></ul><ul><li>Heavy local slant with local small biz support </li></ul><ul><li>Very active in social networks </li></ul><ul><ul><li>Chris Brogan, Twitter, Local Small Biz forums </li></ul></ul><ul><li>Great marketing – locally & globally </li></ul><ul><ul><li>Active support forum </li></ul></ul><ul><li>Strongly using third party platforms </li></ul><ul><ul><li>Beast.se for support forum, FreshBooks, </li></ul></ul>
    16. 16. Summary (1/2)‏ <ul><li>Launched with barebones address book </li></ul><ul><ul><li>With comms, tags & supertags CRM features </li></ul></ul><ul><li>Strong focus on small & med business </li></ul><ul><ul><li>Strong personalized support & service </li></ul></ul><ul><li>Subsequent revs have been around </li></ul><ul><ul><li>Minor (user driven) improvements </li></ul></ul><ul><ul><li>Social feature addition (with superTags)‏ </li></ul></ul><ul><ul><li>Supertag based variants </li></ul></ul><ul><ul><ul><li>design, real-estate, marketing </li></ul></ul></ul><ul><ul><li>3 rd party integration & API </li></ul></ul>
    17. 17. Summary (2/2)‏ <ul><li>BatchBook </li></ul><ul><li>Core Value </li></ul><ul><li>simplicity first </li></ul><ul><li>Responsiveness </li></ul><ul><li>Key Innovation </li></ul><ul><li>SuperTags </li></ul><ul><li>Differentiators </li></ul><ul><li>Social + API </li></ul><ul><li>Segment specific </li></ul><ul><li>Missing/Negatives </li></ul><ul><li>Reports are weak </li></ul><ul><li>Contact-centered </li></ul><ul><li>HighRise </li></ul><ul><li>Core Value </li></ul><ul><li>simplicity </li></ul><ul><li>Brand following </li></ul><ul><li>Key Innovation </li></ul><ul><li>Cases+Deals </li></ul><ul><li>Differentiators </li></ul><ul><li>Cases </li></ul><ul><li>API </li></ul><ul><ul><li>Missing/Negatives </li></ul></ul><ul><li>opinionated </li></ul><ul><li>Zoho CRM </li></ul><ul><li>Core Value </li></ul><ul><li>Completeness </li></ul><ul><li>Enterprise focus </li></ul><ul><li>Key Innovation </li></ul><ul><li>Use of Zoho Worksheet </li></ul><ul><li>Differentiators </li></ul><ul><li>Zoho Suite integration </li></ul><ul><li>Missing/Negatives </li></ul><ul><ul><li>Comple(te)xity </li></ul></ul><ul><ul><li>All things to all people </li></ul></ul>