Zoho CRM Implementation Guide For Small And Medium Businesses
Zoho CRMImplementation Guide forSmall and Medium Businesseswww.zoho.com/crmImplementing Zoho CRM for an SMEI
Who can usethis document?This guide will benefit thoseusers who are responsible foradministering the CRM system intheir organization, those lookingat implementing CRM for the firsttime in their business ormigrating to Zoho CRM fromother CRM solutions.What challenges will this document address?Incorrect implementation: This guide will take youstep-by-step through the implementation.Limited functionalities in CRM restrictingbusiness growth: Our wide range of features willaddress the advanced requirements of anexpanding business.Migrating existing data: A checklist will help youprepare for smooth migration.Lack of metrics to gauge CRM project success:This guide will help you identify your businessgoals so that you set up the system accordinglyand make data-driven decisions.Poor user adoption: The necessary trainingdocuments will help your team adopt the newCRM system.What are the benefits of using Zoho CRM?Holistic view of customers and their dataSecurity of business and customer’s dataAutomate sales follow-upsImprove communication with customersBetter contact and deal managementGreater coordination and efficiency within teamsBroader spectrum for analyzing sales andmarketing metricsImplementation PlanList your sales and marketing goalsMap your sales and marketing process to CRMIdentify the people who will access your CRMImplementing Zoho CRM for an SMEII
Table of ContentsIntroduction 1Implementation strategy 3Implementation plan 4Define business goals 4Document, analyze, and map your business processes 6Identify the key players who will help you understand every aspect of your business 13Start Implementing Zoho CRM 15Set up basic organization details 15Customize the account and set up basic modules 16Identify users who will access CRM and set their roles and profiles 22Identify Users 23Create Roles 24Create Profiles 25Add users and invite them to CRM 29Enable data security 29Establish data visibility and accessibility rules 29Set up email integration and lead generation processes 30Establish basic automation processes 32Bring data into Zoho CRM 32Determine the business metrics you want to see 34Implementing Zoho CRM for an SME
IntroductionBusinesses are classified as small and medium-sized based on their number of employees and theturnover per year. In such organizations, the business plan is mostly growth-centric, as they continuouslytry new ways to engage with their customers and align their sales strategies to bring out the best. Usinga software can help them run the business effortlessly, however implementing a new software into anever-changing, growing ecosystem has its set of challenges.We have identified some common challenges that majority of small and medium-sized enterprises(SMEs) face while adopting to a new system. We have mapped the challenges to Zoho CRM’s attributes,that will help to plan the right approach needed for implementing CRM.ChallengeSolutionWhat does Zoho CRM provide?Growing business requirementsRange of features to suit allYou need not worry about storage ormay not match the CRM’srequirementsfeature limitations for your growingfunctionalitybusiness. Zoho CRM’s editions anda wide range of features can easilybe put to use for your ever-growingbusiness.Difficulties in migrating dataAn easy migration setupThe migration setup is built to allowbulk import of files and it also lets youretain data relationships with notes, attachments, etc. You can prevent duplicates from entering the new databaseand also take steps to remove existingduplicates post migration.Implementing Zoho CRM for an SME1
ChallengeSolutionWhat does Zoho CRM provide?Lack of metrics to gaugeBuilt-in analytics dashboardZoho CRM can help you set definitesuccess and various otherand reports to measuregoals and run reports to measureelementsbusiness growthyour success and failures and makedata-driven decisions.Poor user adoptionResource materials, trainingTraining programs to learn directlydocuments, ebooks, andfrom specialists on how to leverageother resourcesZoho CRM to the fullest extent,exhaustive documentation, andsupport from Zoho teams will helpyour team adopt the new CRM system.Incorrect implementationDocumenting your businessThis implementation guide will helpprocess, mapping it with theyou plan, draft and successfullyCRM system anexecute the implementation process.implementating each step.Implementing Zoho CRM for an SME2
Implementation strategySetting up CRM for your company is only finished when the full cycle of planning, implementing, androlling-out to employees is completed. While companies invest in procuring top-notch CRM systems,they spend less time and resources on implementation. As a result, many companies fail in adoptingCRM even though they overcome the initial hurdle of implementing it for their business. We suggest thefollowing best practices which you can follow to achieve a successful implementation:PlanningAnalyzingDesigningDefine your business goalsConfirm your requirements,Review your businessand strategies and plan youranalyze them, andprocess and compare it withimplementation activitiesunderstand their scope inthe CRM system to align itaround them.the CRM environment.with your business. Analyzethe integrations that areneeded and prep your datafor the migration.ValidatingDeployingAssess the implementationDeploy the CRM. Continuein a test environment byto train your team membersgiving your sales teamwith documentations,access to the CRM account.training materials and otherrelevant resources.Document their pain pointsand identify the areas ofimprovement.Implementing Zoho CRM for an SME3
Implementation planPlanning is the stepping stone in the implementation process. It is the most crucial and preparatory stepthat will lay the foundation for a successful implementation. For a proper planning you need to:Define your business goalsDocument, analyze, and map your business processesIdentify the key players who will help you understand every aspect of your businessDefine business goalsHave a clear outline of what you want to achieve by implementing CRM. Following questions can helpyou get an answer.What am I trying to achieve using Zoho CRM?What are my key business priorities?What are my business plans and how do I plan to achieve them?Listing your business objectives will help you determine what you want to measure in your CRM system.Sample business goals:Business goalHow do you plan to achieve it?What to look for in CRMIncrease customerBetter customer engagement- Segment customers based on theirsatisfactioninterests, preferences, and buyingpatterns and plan targeted marketingstrategies.- Engage customers through regularautomated follow-ups and with asocial media presence.Boost sales and processIdentify and eliminate gaps in theStreamline your business process inefficiencysales processCRM and automate the essentialprocesses to increase productivity.Implementing Zoho CRM for an SME4
Business goalHow do you plan to achieve it?What to look for in CRMReduce operational cost andAutomate manual and repeatedUse workflows and macros totimeprocesses or actionsautomate repetitive actions.Increase cross selling andCentralize all customer relatedHave a customer’s data, socialenhance client retentiondata to give holistic picture ofmedia interactions, emailcustomer’s sales cycle to all thecommunications, and supportteamsrequests, all in one place.Activity sheet - Enter your business goals. (Refer Appendix I to download the completeactivity sheet)Business goalsImplementing Zoho CRM for an SMEHow do you plan to achieve them?What to look for in CRM5
Document, analyze, and map your business processesMake a list of the processes that are followed in your organization, analyze them, evaluate theirefficiency and make any required modifications before moving them into CRM.Document your sales and marketing processesChart out all the elements in your process and make sure your team has a clear understanding of theprocesses that will be implemented in CRM. Creating a flow diagram will give a clearer picture and willalso serve as a reference material during the actual implementation.A sample flow diagram of a lead follow-up process:Charlie Stone[ Sales Rep ]You can create a flow diagram of:Send first /welcome Email- How you gather and qualify your leads?John Doe[ Lead ]- How the leads navigate through yourNo responsesales pipeline to become customers?- The follow-up routine for prospects.Sendsecond EmailJohn Doe- The process for running marketing[ Lead ]campaigns.No response- The process of receiving payment afterEndResponsereceivedSend third Emailand phone calldeal closure.John Doe[ Lead ]EndSend otherinfo EmailJohn Doe[ Lead ]Make a list of methods that are used at different stages of the sales funnel, that is from lead capture todeal closure.Implementing Zoho CRM for an SME6
Sample sales processTip: Sales processes may vary from business to business (for example, B2B, B2C, B2B2B, orB2B2C), but the basic stages involved in qualifying a lead to closing a deal will not differ much(for example, qualification, presentation, negotiation, etc.) . In Zoho CRM, you can easily managethe stages as per your sales process.Sample sales stages:Sales stageDescriptionMethods involvedLead generationThe first step of the sales process.Trade shows, webinars andIt involves capturing leads orconferences, webforms, API calls,prospects from various sources.Google Ads, social mediaLead distribution, nurturing,Assigning leads to reach out toEngagement over phone, emails,and, engagementthem sooner. Making initial contactor social mediawith the leads and identifyinginterested customers.Lead qualification andConverting the leads that want toManual conversion or using theconversiondo business with you into contactslead conversion toolor genuine customers.Proposal and price quoteNegotiationClosed won/lostDeciding the amount and sharingFollow-ups through phone, emails,the quote with the customers.or in personAdjusting the deal amounts toFollow-ups through differentcustomer’s expectation.touchpoints.The deal or proposal is eitherField update, communicateaccepted or rejected.through email or phone. Informthe team and managersImplementing Zoho CRM for an SME7
Activity sheet - Document your sales process (Refer Appendix II to download thecomplete activity sheet)Sales stageDescriptionMethods involvedAnalyze your business processesOnce you have the process documented, analyzing each stage and the steps involved gives you anopportunity to find a more efficient approach to carry it out. Examine the above stages to identify and fixthe gaps before implementing the processes in CRM. The best approach is to get inputs from the userswho regularly follow the steps:Which steps usually cause delays in process execution?Which steps create bottlenecks?Which steps cause issues for the sales reps and other team members?Implementing Zoho CRM for an SME8
Sample steps to analyze:Process stepAnalyzeEnquiriesAre all inquiries correctly allocated and managed?Welcoming leadsAre all the new leads from a particular country getting a customized welcomeemail and is the lead status being tracked?First remindersDo sales reps send these reminder emails on time for each customer?NegotiationAre the discounts and benefits approved by the managers and are the entire teamfollowing the guideline?NotifyAre the sales reps getting proper reminders for follow-up activities and are thesales managers notified about deal closure?Scheduled actionsAre there any tasks, follow-ups or activities that your team does at regularintervals?Activity sheet - Enter the steps to analyze. (Refer Appendix III to download thecomplete activity sheet)Process stepImplementing Zoho CRM for an SMEAnalyze9
Map your sales and marketing processesOnce you have completed analyzing the processes, it is time to map them to the appropriate CRMfeatures. Creating a flow diagram will give you a visual representation of the process (like the leadfollow-up above) It can help you analyze:The extent of customization that you need to perform before getting your data into CRM.The processes or steps that you will have to automate.Any third-party applications that you need to integrate with CRM.Tip: This step will also help you to decide which CRM edition you need to purchase based on thefeatures that are supported in it.Sample processes and its mapping with CRM featuresSales stageMethods involvedMapped to CRM featureLead generationTrade shows, webinars andWebforms, Google integration, APIs,conferences, webforms, API calls,social integration (Twitter andGoogle Ads, social mediaFacebook)Lead distribution,Engagement over phone, emails, orLead assignment rules, telephony,nurturing, andsocial media. Identifying the bestemail integration, social setup,engagementtime to contact.activities, Best time to contactLead qualification andManual conversion or using theBuilt-in lead conversion toolconversionlead conversion tool. Predicting theautomatic conversion usinglikelihood of conversion.workflows, Scoring rule, andZia prediction builderProposal and price quoteNegotiationImplementing Zoho CRM for an SMEFollow-ups through phone, emails,Workflows, Approval process,or in personautomation toolsFollow-ups through differentWorkflows and SalesInbox fortouchpoints.follow-ups10
Sales stageMethods involvedMapped to CRM featureClosed won/lostField update, communicate throughWorkflows and team collaborationemail or phone. Inform the teamtools like Feeds, Cliq notificationsand managersActivity sheet - Map your sales process (Refer Appendix IV to download the completeactivity sheet)Sales stagesImplementing Zoho CRM for an SMEMethods involvedMapped to CRM feature11
Another thing that you should do alongside feature mapping is identifying your business language andcheck its semblance with Zoho CRM’s default terminology. For example:If you are an e-commerce company, your business will use terms like wholesale products,shopping carts, discount codes, sign ups, refunds, and invoices.If you are a real estate firm, your business will use terms like property listings, brokers, warranty,holding deposit, built-up area.Mapping CRM terminologies with that of your business will help you customize your CRM account andkeep it ready to migrate your data. Here is a sample comparison list from the real estate industry:Zoho CRM terminologyBusiness CompaniesProductsPropertiesVendorsBrokersActivity sheet - Map CRM terminologies with business terms (Refer Appendix V todownload the complete activity sheet)CRM terminologyImplementing Zoho CRM for an SMEBusiness terminology12
Identify the key players who will help you understand everyaspect of your businessIf a CRM chosen by the top management is forced upon the sales teams without their consent, it maylead to failure. Furthermore, chances of rejection can be higher, if you do not involve the right peoplefrom the start. All the people may not readily like a change and a new CRM, but you still need the rightmix of people with various roles and be ready to hear disagreements, different opinions, andsuggestions for a successful CRM implementation. Below is a list of some key players for theimplementation team.Members in the organizationRole in the implementation processThe leaderThis person steers the team to success and is the key to drivingan implementation project. This person is your project managerwho knows the benefits of a CRM, has good knowledge of yourbusiness processes, and is ready to experiment with newmethods. Your project manager needs to be the Subject MatterExpert who can contribute to the overall implementation of CRM.The demanderThis person is one of the strongest motivators during theimplementation. They are the sales manager who will keep theirsales team motivated to get the best out of CRM. They will havedetails of the exact reports that are needed, the various businessflows that need to be captured, and what is not working in thecurrent system and what needs to be fixed in the new CRM.The real userReal users are people from all key user groups such as salesreps and marketers. To get a full return on your CRMinvestment, your sales reps have to see real value in it. Ensureequal participation from them as they are the ones who will beusing Zoho CRM daily and will have feedback and usefulinsights that can be considered from day one. To getconstructive feedback, you could also have online discussionsand surveys with focus groups including sales reps who havebeen with the company for a long time and those who are fairlynew. It’s better to include them this way rather than just throwinga completely unfamiliar CRM account at them.Implementing Zoho CRM for an SME13
Members in the organizationRole in the implementation processThe administratorThey play a critical role by bridging the gap between your CRMand the users who use it. With a good understanding of theproduct, the CRM admins handle requirements from multipleuser teams to map their business processes in CRM. They notonly set up the CRM, but also constantly work on ideas toimprove CRM usage and improve user adoption.The decision makerDecision makers are the group of people who want to see thebusiness grow and are usually the top officials in the companywhich is going to adopt Zoho CRM. They live by example and areready to see the CRM in action. They will support you in manyways to move forward and demonstrate great interest in gettingthe CRM up and running.Activity sheet - Identify the key players in your organization (Refer Appendix VI todownload the complete activity sheet)PeopleRoleLeaderProject ManagerDemanderSales ManagerEnd UserSales Rep/agentImplementing Zoho CRM for an SME14
Start Implementing Zoho CRMBy defining business goals, documenting, analyzing, and mapping processes you have successfullyplanned for the forthcoming steps involved in the actual implementation of Zoho CRM.To begin implementation you need to log in to your CRM account and do the following:Set up organization detailsCustomize the account and set up basic modulesIdentify the users who will access CRM and set their roles and profilesAdd users and invite them to CRMEnable data securityEstablish data visibility and accessibility rulesSet email integration and lead generation methodsEstablish basic automation processesBring data into the CRM systemDetermine the business metrics you want to seeSet up basic organization detailsNavigate to the CRM Setup page and add the following details in the Company Details section.The details you enter here are universal to all the users who access the CRM account.Company name, logo, address, and contact information: These details can be pulled into officialemail templates and signatures.Time zone: Instrumental for sending email notifications, scheduling reminders, and assigningtasks.Currency locale: Essential for the amount fields such as Deal Amount, Product Price, etc.Super Admin: User with admin privileges (profile) who is the point of contact for all billing andsubscription communications from Zoho. Initially, it is the first person who creates the CRMaccount for the organization. It can be later changed to any user with default administratorprofile.Business hours: Essential for determining a user’s availability for automated actions such asworkflow triggers, task assignment, and scheduled activities.Implementing Zoho CRM for an SME15
There are a few more advanced settings under Company Details that you can skip for now as they arenot mandatory. For example:Multi-currency: which is only required if your business deals with multiple currencies.Fiscal year: which is used to determine forecasts.Hierarchy Preference: which is set to Role Hierarchy by default and can be changed toReporting Hierarchy depending on how you want the CRM data to be accessed and shared.Customize the account and set up basic modulesThe next step in the implementation process is to set up the basic modules (Leads, Contacts, Accounts,Deals, and Activities) and align them your business. The action items for basic module customizationsare:Rename the modules (tabs)Add custom and special fieldsEdit field propertiesCreate layoutsCreate custom views and filter recordsRenaming the modules (tabs): Navigate to Setup Customization Modules and Fields, select themodule and choose Rename from the more icon to edit the names of the standard modules.For example, Contacts to Clients. Deals to Opportunities.Adding custom and special fields: Identify the types of data that is collected in your business, forexample, sales start date, product type, product code, property ID, registration number etc. and add thecustom fields to the layout so that when you import your business data to CRM, you can match it to thecorrect field types to avoid errors.Sample custom fields to start with:Field nameField typeSale or purchase dateDateProduct typePicklistImplementing Zoho CRM for an SME16
Field nameField typeDeal amountCurrencyProduct codeNumberCustomer nameSingle lineProduct purchased by theLookup (lookup field for thecustomerproduct in the Customer module)Besides these, you may also need system-defined special fields like terms and conditions, taxes, stageprobability, and contact roles. You can add these default fields to the layout. Select the module and dragand drop the desired custom or special fields to the layout.Editing field properties: When you edit the properties of a field, there are a range of available optionsthat may be useful for your business. Here are some of those options:Make fields mandatory: Edit custom fields to mark them as mandatory fields, so that a usercannot save the record without entering a value.Do not allow duplicate values: Mark a field as unique. This allows you to prevent duplicaterecords in your CRM. For example Email Address, Passport Number, or Social Security Numberare unique values that can help you prevent duplicate records.Set field permission: Specify permissions for users at the field level . For example, you have afield called Student’s Total Score. This can be edited by professors but can only be viewed byoffice admins. Specify Read/Write access for the Professors profile and Read access for theManagement Staff profile.Create validation rules: Set validation rules for key fields to ensure that the CRM stops anyunacceptable data from being entered into the CRM. For example, Zylker University does notaccept the application of a student with a CGPA of less than 3 for any of their courses. The Zylkeradmin sets a validation rule for the CGPA field that states: “If CGPA 3, show a suitable errormessage”.Mark fields containing personal data: If you have enabled GDPR compliance settings, this optioncan mark the field as containing sensitive data. Data from these fields will not be transferred orshared in the following instances: data export, API usage, and integration with other services ofZoho (Books, Finance, Campaigns, etc.).Implementing Zoho CRM for an SME17
Create layouts: If your company manages a range of products, services, or applications and wantsinformation about all of them in CRM, it is usually best to maintain them separately to avoid a cluttereddatabase. You can create layouts for individual products or services in a single module. Layouts arespecific to a module, so you can create them for the module that contains the information.For example, a university can use layouts to keep the details of their undergraduate program andthe graduate program separately in the same module called “Programs”. The type of informationcollected from the applicants and the admission process is different for the two programs and,with page layouts, it is easy to customize the forms and set workflows to automate actions foreach program.Note: You can configure different automation processes for different layouts. While convertingleads, the lead’s details can be transferred to a specific layout in the Contacts, Accounts, andDeals modules.Create custom views and filter records: The records are arranged in a sequential order within a module,called the List View. The system-defined standard list view groups the records under these categories:Favorites: Any list view that you mark as favorite.Created By Me: Custom views created by you (the user).Shared With Me: Custom views shared with you.Public Views: Views that are accessible to everyone in your CRM account.Other Users’ Views: Custom views created by fellow users.You cannot modify these default categories, but you can create custom list views. For example, you cancreate an exclusive view for leads from a particular region or high profile contacts or deals of a certainamount.Similarly, you can create a Kanban view to categorize your data into an organized card-based display.The benefit of this view lies in allowing the users to drag and drop the records from one category toanother instead of editing them individually. For example, whenever a lead’s status is changed from“attempted to contact” to “contact in future” you can simply drag and drop the lead to the appropriatecategory instead of changing the status from the lead’s detail page.Implementing Zoho CRM for an SME18
All LeadsFILTER LEADS BYLeads DetailsActivitiesLayoutsAll LayoutsSort ByATTEMPTED TO CONTACT30,500,000.00Email StatusNoneCONTACT IN FUTURE1,000,000.00- 2 DealsNotesCampaignsRudolph ScottMark SnapLast NameINRINRCurrencyEmail Opt OutEmail Opt OutCommunications500,000.00IndustryEmail Opt OutCarrissa MeyerINRCommunications500,000,00AddEmail Opt OutAnnual her view, called the Canvas view, will let you enhance the visual appeal of the record detail page byintroducing background colors to the text, using fonts of your choice, highlighting texts, replacing regularfield names with buttons, and more.Setup the basic modulesLeadsConsiderationsActionsResourcesIs your business terminologyRename Leads moduleRename tabsAre the standard fields in the- Make a list of fields that you need whichAdd custom fieldsLeads module enough to captureare not covered by the standard fields andEdit fieldsyour business data?add the custom fields to the layout.different than Zoho CRM’s?- Edit the fields and values.Is your database cluttered withCreate layoutsLayoutsSet layout rulesConditional layoutsdifferent kinds of records?Is your record detail pageoverwhelming the end-users withinformation? Does it have toomany sections and fields that areneeded based on the customer’schoice?Implementing Zoho CRM for an SME19
ConsiderationsActionsResourcesDo erroneous field entries causeSet validation rule for the fieldsValidation ruleSet access limitsField permission- Manual entrySet up data importproblems for you?Do you want to hide fields thatcontain confidential informationfrom reps?Do you want to streamline theway leads enter your CRMsystem?Migrate data- Reps collect leads information, store inSet up webformsspreadsheets, and add them to CRM in bulk- You are moving to Zoho CRM from otherCRM system- Capture leads form your websiteDo lead attributes play a roleSet up lead assignment rulesAssignment rulesDo you want to categorize leads- Create custom list view with the desiredCustomize list viewto a certain group based on acriteriaKanban viewin deciding who leads will beassigned to?field value?- Create a Kanban viewDo you want to convert leads tocontacts in bulk?Implementing Zoho CRM for an SMESet automatic lead conversionLead conversionmapping20
Accounts and ContactsConsiderationsActionsNeed help?Do you need to adjust the- Rename the modulesStandard fields in thestandard module to fit yourbusiness needs?Accounts, Contacts,- Add custom fieldsmodules.- Edit the fields and values- Add subforms to capture additionaldetails about the record- Declutter the layout usingconditional layoutsDo you want to track subsidiariesSet up parent-child relationshipsor franchises of a single accountbetween the recordsMap dependency fieldsor contact?DealsConsiderationsActions
administering the CRM system in their organization, those looking at implementing CRM for the first time in their business or migrating to Zoho CRM from other CRM solutions. What challenges will this document address? Incorrect implementation: This guide will take you step-by-step through the implementation. Limited functionalities in CRM .
Zoho CRM Integration Guide 1 - Zoho CRM Integration Overview 2 Terminologies The following table lists the terminologies of the Zoho CRM. . access all the data and manage all the users in Zoho CRM, such as CEO, senior executive, senior ad ministrator, etc. Zoho User The corporate staff who can only access specific data based on assigned .
4. Zoho crm modules In Zoho CRM, your data will be categorized into several modules; Contacts, Leads, Potentials, Vendors, Users, Invoices and more. Using the Zoho CRM field, you can fetch data of any module from Zoho CRM, into your custom application. The value of a Zoho CRM module can be one of the fields on your application.
Course 1: Getting Started With Zoho CRM (For Admins) Lecture 6: Migrating Data to Zoho CRM When you decide to switch to Zoho CRM, migrating your existing business data to the new system can be very challenging for some. Learn best practices to migrate your data into Zoho CRM and how you can: y Create records manually y Do a bulk import of data
Zoho CRM. Using this extension, Zoho CRM users can easily track your Ship Engine shipment using Ship Engine Tracking Number and Carrier Code within Zoho CRM and also, get the Ship Engine Shipping rate for different delivery options (service type) from within your Zoho CRM account. This User Manual document provides step-by-step instructions to .
The information contained in this document represents the current views of Zoho CRM as of the date of the publication. Zoho CRM cannot guarantee the accuracy of any information presented after the date of the publication. This document is for information only. Zoho CRM makes no warranties expressed or implied in this document. The names and .
Zoho CRM is a popular CRM product for small and medium-sized businesses and is used by millions of users. With this extension, users can easily process Payway payments for Zoho CRM invoices. The Payway payment status and all previous Payway transaction history are shown within Zoho CRM for easy reference. Revision Date Initials Comments
services of Zoho CRM. A sample of how an SDK acts a middle ware or interface between Zoho CRM and a client PHP application. PHP SDK allows you to: 1. Exchange data between Zoho CRM and the client application where the CRM entities are modelled as classes. 2.
Zoho CRM Integration Guide 2 - Zoho CRM Integration 10 3.In the Synchronize Contacts From drop-down list, select the types of contacts to be synchronized from Zoho CRM: Contacts (on page 2), Leads (on page 2), and Accounts (on page 2). 4. In the Synchronize to Phonebook drop-down list, select an empty phonebook or create a new phonebook. Note:
