About Zoho CRM

Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions.

Zoho CRM helps users respond to customers across channels in real-time. Zia, Zoho CRM's AI-powered sales assistant, can predict an appropriate time to contact customers. It scans emails for urgency and can display relevant statistics or documents when performing searches. Users can integrate with G Suite, WordPress, MailChimp, Evernote, Unbounce and other third-party systems. Zoho CRM's software development kits provide tools to build custom functions to add to the CRM.

Zoho CRM is available on monthly or annual subscriptions ...


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211 Reviews of Zoho CRM

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January 2021

User Profile Picture

Aminuddin from Celcom Axiata Berhad

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

January 2021

The best CRM we have use

Zoho CRM help us to easily managing our customer support and interaction with customer. It is so easy to learn all the features and has help us managing leads coming from the marketing funnel.

Pros

Zoho CRM is cloud based platform, which mean it can be access from any device with internet connection. Managing a customer relationship tools like emails, quick chat, bot chat, sales call, marketing funnel and social media is very possible with Zoho CRM and the tools is well build with no problem to integrate it with third part service.

Cons

The are some bugs and glitches that are still not fixed. Sometimes, i can even login to the platform and keep showing an error for the Captcha. Other than that, the email template that are provided is difficult to edit and not many option to customized it.

Reasons for Switching to Zoho CRM

October 2020

Damian from Synergy

Verified Reviewer

Company Size: 11-50 employees

Industry: Management Consulting

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

October 2020

A functional CRM that does the basics and more, well. Fits a business of any size.

I think there are some very good functions and features in Zoho CRM. It is easy easy to use and also has a raft of potential add-ons in the Zoho Suite that can be used at a small cost such as Zoho Sign which is so simple to use along with Zoho Survey. It can be White Labelled which I like.

Pros

It ticks our list as a Cloud-based solution after moving from a system on a shared network drive operation. You receive quite a lot for the price. It is built around the sales funnel/channel and does this well. It gives you all the functionality within the leads or accounts fields to record meetings, interactions, emails, phone calls, emailing directly from Zoho and calling from Soho if using a VOIP system. It's actually got good 3rd party cross-functionality with 365 or G-Suite, I use the former with excellent Outlook usage.. Chat functions or messages are easy and can be linked to a client or user and sometimes are a better way to record the customer record that on ordinary business email. I have only needed to contact the support team a few times but each time has been very quick and a swift resolution. I have used some of the automated marketing features and it is definitely something that I will utilise more with any web info request funnelled to Zoho.

Cons

The UI can look a bit plain for some if you do not know how to customise. Downloading or collating data is not always straight forward. This is also to be said about uploading leads. It is not always clear which part of an upload has failed. However, when the upload does work it is a great time saver. The search function is not that intuitive; I found sometimes unless you type in an exact match it does not return anything.

Reasons for Switching to Zoho CRM

Having a CRM on spreadsheets is dangerous and impracticable.

April 2021

User Profile Picture

Steve from Steve Nobes Consulting

Verified Reviewer

Company Size: 1 employee

Industry: Management Consulting

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

April 2021

My Zoho CRM personal experience

Excellent product that gets the job done great.

Pros

Rate of adoption and ease of implementation especially with off-site users.

Cons

The email integration with Zoho mail over third party systems (Microsoft Exchange and Google Gmail).

Reasons for Choosing Zoho CRM

Mainly price and cool features that are very inexpensive and easy to use.

Reasons for Switching to Zoho CRM

Needed a much better system then having to recreate the wheel including manual coding for the whole system

April 2018

Jen from ProShred

Company Size: 2-10 employees

Industry: Management Consulting

Time Used: More than 2 years

Review Source


Ease-of-use

5.0

Functionality

4.0

April 2018

You get what you pay for

Unlike my other review, I only used Zoho as a user, not as an administrator. I can't comment on the customer service, as I never had contact with them. I'm aware of the pricing as I shopped them before choosing the CRM my team uses now. Basically, this is a great free database, accessible by multiple users. It is not a great pipeline tracker. It is not a great system for an efficient data entry process.

Pros

The best thing about Zoho is that it's free for up to a number of users. Great for a small business who doesn't have a budget for CRM yet and needs somewhere to store information and search it later. It can be simple to use. I always look for a system that you can enter a very minimal amount of information into in order to store a lead or prospect. Zoho is definitely capable of that. I have used this in conjunction with inside and outside sales teams together. It was simple enough for the inside team to look up an account that calls in to see if they've had contact with an outside rep, and vice versa. It's nice that it has a mobile app, though when I stopped using it it was still the least intuitive/useful app I had on my mobile devices.

Cons

I've used other CRMs, and I noticed that using both Zoho and another (Salesforce) it is very common to happen upon duplicate prospects in the system. It seems like the way an account is entered is not as intuitive in detecting that the account already exists. I've used others that will suggest any contact, address, phone number, name or business that already exist in the company's pipeline literally as you're typing them. With Zoho it's more like you look up each data field first on your own to be sure the account doesn't exist before entering it. That can be pretty tedious for an already tedious job like assisting our reps with data entry. The result is lost notes, because some are on one of the duplicates and some are on the other. I've seen this particular problem cause a lot of lost time and energy for outside reps in particular, who go out to an account not knowing the most up to date information about it. I also found the other tools to be less useful than in other CRMs. For instance, generating a report on your pipeline and what stage the accounts are in. Other CRMs in a similar price range are easily capable of telling a user how many prospects are in follow up or final stages of the sales process. While using Zoho, I actually tracked my pipeline on my own separately using a spreadsheet. It was easier and more intuitive than the CRM offered. Now, leading a team, I would not use this CRM and this would be a big reason why. I can't imagine trying to track the progress of our leads via a team using this CRM's tools.

January 2021

Julia from Contra Costa Markeplace

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

January 2021

Easy to use CRM

Their customer service, support desk it good.

Pros

The ease of use of this cloud-based CRM was great. Not much training required although I can't say we used it to its full potential. It is a great tool to track clients and prospects, keep notes, contracts, etc.

Cons

What I liked least about this software is that you can easily end up with the same accounts listed twice in the system, especially if you have multiple users. Reps also forget to move a prospect to a client.

Reasons for Choosing Zoho CRM

My new sales rep had used it at her previous job. We were ready to transition to something else at the same time.

Reasons for Switching to Zoho CRM

Since they were bought out by Swiftpage, they really didn't provide much support for the product. It also cost more.

February 2021

User Profile Picture

Alexander from Wollongong Investigations

Verified Reviewer

Company Size: 2-10 employees

Industry: Security and Investigations

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

February 2021

I decided for this business to just go ahead and use Zoho One for everything.

There are so many online services that claim to provide everything you'll need to operate a business, I've trialed most of them and never lasted through the 30 day period - until Zoho One. I used elements of Zoho One in my last business. I have recently opened a new business and decided to see if I could use Zoho One exclusively for the CRM, Project Management, HR Tools, Website, Social Media Management and Forms. Everything is working seamlessly and I am so grateful for their pricing model that essentially provides all of these apps for just $50.00 a month for sole traders. I really am so impressed.

Pros

Ease of setup. Access to every major application. Fair pricing models. Security.

Cons

Technical support. Some glitches. Nothing else.

Reasons for Choosing Zoho CRM

I really like the user interface of Zoho One - it is professional and doesn't feel like a cartoon. All of the applications work seamlessly together and most people rate the security at Zoho as being the same if not more secure than other providers.

March 2021

Cody from Zabble Inc

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

March 2021

Good utility choice, UI could be better

It helped us finally organize our contacts, assign tasks, delineate responsibilities and run email campaigns for our whole contact universe.

Pros

For an early stage startup with not a ton of funding, Zoho CRM has been a good "economy" option. We get the functionality we need: contact management, task and call assignments by team member, with integrated custom email campaigns.

Cons

The user interface has tons of options, and it feels hard to find the options that are most important or frequently used. It felt like Zoho CRM took all the things you could ever want in a CRM, and just added all of them to the app, with equal emphasis in design (therefore the most valuable is lost in the crowd). For example, to create a task or call item for a contact, you have to scroll all the way down to the bottom of that individual's contacts page, because there are exhaustive levels of fields above that (which we mostly never used).

Reasons for Choosing Zoho CRM

Price. We may switch with greater funding in the future, but for now it's good enough.

January 2021

User Profile Picture

Kalin from Ti Amo Vending

Verified Reviewer

Company Size: 2-10 employees

Industry: Machinery

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

January 2021

A basic CRM that covers most needs for a small business

It's a simple and easy deployable CRM software that helps very much with sales and prospecting. Perfect for small businesses that need to streamline their sales funnel efforts. Not great for operations tracking and financials.

Pros

Zoho simplified our sales funnel and made keeping track of active deals much easier for the team. Drumming up business from old clients became possible because of the client-based custom notifications option.

Cons

It's built mainly around sales and prospecting and it's lacking adequate tools for business operations support. If a business wants to scale up, it will need another tool to keep track of it's operations and financials.

Reasons for Choosing Zoho CRM

It's pre-built processes. Podio was too much of a sandbox for our team's taste.

December 2020

Susan from Atmosphere Accounting

Verified Reviewer

Company Size: 2-10 employees

Industry: Accounting

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2020

Great little CRM

You get a lot of support getting started. I really believe they have the best system for a growing company.

Pros

I was a power user of SalesForce when joining the launch of this new company. I interviewed various CRM platforms and was amazed with all the bells and whistles of Zoho. A ton of integrations and customizations available too.

Cons

Zoho, just like SalesForce, is a bit complex to set up, but if you put in the necessary time and attention up front - you’ll have the perfect system.

Reasons for Choosing Zoho CRM

Price, integrations, and functionality could not be beat

Reasons for Switching to Zoho CRM

SalesForce is very expensive

January 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

2.0

Functionality

3.0

January 2021

Zoho of the past

Soho was used to manage client data, notes on communication with clients, project information, and keeping track of payments made.

Pros

Zoho CRM first came out over 10 years ago. It was very cost effective and easy to use for the most part. Data was kept on a cloud which made data secure and would never be lost after saving information. It is good for basic use.

Cons

If you did not save your information and your computer froze, you have to enter it again. While it is not expensive, there are other programs that are better to use. Now we use Salesforce which is amazing and can be used with other programs.

Reasons for Switching to Zoho CRM

It was just a better product and did so much more than Zoho.

January 2021

John from ADLANTIC LTD

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

January 2021

Zoho CRM is a solid CRM for SMB's / SME's!

Very good. I use it on several different businesses.

Pros

ZOHO CRM is a robust CRM system that is perfect for small firms needing 'big tools' for managing contacts / leads / quotes / and invoices. I would highly recommend ZOHO CRM for any company looking to set up CRM for the first time. It isn't scary. It's very self explanatory. It has most of the bells and whistles that an Enterprise CRM suite would include.

Cons

There are idiosyncrasies in most of ZOHO's products - and ZOHO CRM is no different. - Little quirks are what's most annoying, for example, when dealing with 'suspects' (earliest stage interactions with prospects), system data that is 'entered' (by the prospect) cannot be carried through a workflow to Quotes, Sales Orders, and Invoices. Bizarre! The net result is you end up bypassing the tools that prevent your desired workflow from working.

Reasons for Choosing Zoho CRM

Lower cost. Simpler product. Easier (and cheaper) to follow an upgrade path.

Reasons for Switching to Zoho CRM

Salesforce was too complex for the simple CRM routines i required at that juncture.

March 2021

David from DataDis

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2021

Best value CRM!

I recommend Zoho to anybody! It's the best overall CRM for the price.

Pros

After havint used Pipedrive as a CRM, I can tell that Zoho is much more powerful and easy to work with. I like the workflows, the search filters, the connection with all the other softwares and also that it connects with almost any third party softwares. The reporting module, especially if you add the Analytics feature is really great to work with.

Cons

I would like the activity module to be enhanced with color codes (red if it's late, yellow if it's due today and green if it's up-to-date. They kind of have this color coded system in the opportunity module, you can actually see if a deal is late or not with the follow up, but not in the activity module. It would be nice also to add red color to deals that haven't been touched for XX many days. (Rotten deals)

Reasons for Choosing Zoho CRM

Best value! Easy to use! Great support!

April 2021

Charlie from The Tekk Group

Company Size: 11-50 employees

Industry: Business Supplies and Equipment

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2021

The All Frills alternative to Salesforce

Absolutely fantastic - deployment is so easy and admins will love the point and click nature of the automations and workflows.

Pros

The features and integrations are mind blowing. The fact that the majority are free is just even better. The RingCentral integration is especially great with company wide caller ID that syncs with all Modules and the integration between the Zoho ecosystem is just great.

Cons

The Zoho one platform is supposed to include all enterprise features but there is a slight workaround on their part by making some features as adding which somewhat limited the full features of some apps.

Reasons for Choosing Zoho CRM

The functionality and vertical integration into our workflows.

Reasons for Switching to Zoho CRM

Functionality and cost of admin

February 2021

kim from vanguard organization inc

Company Size: 11-50 employees

Industry: Construction

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

Long Time User of CRMS

I would recommend the Zoho CRM; support is always available. And there are enough resources to help you find out solutions if needed.

Pros

The ability to customize it to fit our needs. Since it is cloud-based, we can access the information from anywhere. It is easy to Chat with customer support when needed. There are youtube videos to help you understand and get the most out of the CRM

Cons

Segmenting and tagging are not as easy to understand and use. I have yet to master automatization. Having a limited number of fields to upload into is something that should've addressed. I know you can add them into attachments; however, it would be easier to do a "file Upload" right in the field.

Reasons for Switching to Zoho CRM

It was getting more and more complicated to use, and support always wanted to do it for you instead of teaching you.

April 2021

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

April 2021

Looking for a CRM? Zoho CRM should be on your considerations shortlist

In terms of ease-of-use, we find Zoho CRM more intuitive than HubSpot CRM and its other major competitors. The UI is well designed, and managing custom fields is a breeze. While our team ultimately migrated to HubSpot CRM due to very specific needs of our business, every small business owner looking for a CRM should seriously consider Zoho CRM. It's a great value proposition and offers enough features for most.

Pros

Zoho CRM is intuitive to use, and has been iterated upon for over a decade to become an all-around top-tier CRM. As the first cloud CRM on the market, Zoho is still a solid option for any small business looking to ease their client management workflow. Zoho also offers marketing, sales, support, bookkeeping, and other tools that integrate with Zoho CRM, so any small business can fully manage their operations within this suite of tools in the cloud.

Cons

Zoho's CRM is not as flexible or as powerful as some competing CRM's, however this is offset by the inexpensive cost of a Zoho One subscription (enterprise-tier features for all Zoho suite of tools for a low per user price). One must consider whether affordability outweighs future extensibility when choosing their CRM. Not every Zoho tool integrates with Zoho CRM, as each Zoho tool has its own development team. We ran into a few issues because of this. However, support is readily available to hear your integration requests and pass them to developers, who in turn are friendly and frequently update the product to meet demands.

March 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 2021

With a little of Soho we have all our leads organized

We are glad with zoho crm. We have more control of our Lead generation, and we are turning them on more sell,

Pros

Once implemented any feature it works like charm. We have automatized lead generation and emails. Our funnel is undeer control

Cons

It has so many features that was impossible for us a 100% implementation. We must implement step by step

Reasons for Choosing Zoho CRM

Email integration and automation

Reasons for Switching to Zoho CRM

More organization

April 2021

Anonymous

Verified Reviewer

Company Size: 1 employee

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

April 2021

Infinite uses within a company for optimizations sake

We had a really sloppy management regarding sales and work tracking, so with Zoho CRM we organized all the company's sectors oriented to sales, and now after a brief adapting period, we are way more suited to compete with others.

Pros

It can power up your client data base for easy managment Easy to make reports Customizable Really smooth interface You can track others work and be tracked without a meeting required

Cons

If I had to point out, I'd say it has a somewhat steep learning curve, and implementation in my case was hard because we had some elder employees, however, it was totally worth it, it helped a lot in the long run and now it helps a lot with sales and management.

Reasons for Switching to Zoho CRM

Trello isn't bad at all, but it lacked the depth for the work we needed, especially regarding client data management.

April 2021

DEBLEME from CdM_SbS

Company Size: 2-10 employees

Industry: E-Learning

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

April 2021

The ultimate online prospecting and customer relationship management platform

If you are currently a promoter of products that can be sold all over the world, if you are struggling to make big sales like we had two years ago, then Zoho CRM is one of the best and most used online marketing and sales account creation platforms. Two years of using this site has allowed us to increase our customer portfolio and consequently our annual sales figures. Moreover, the most attractive thing is that you have the option of a free trial before deciding to use a paid account. In addition, there is a refund option provided by the company in case of limitations found by a potential user.

Pros

Possibility of having a free 15-day trial (i), possibility of integrating several administrators who manage your marketing account hosted on the platform and especially of prioritizing the administrators in order to control the modifications made by the main administrator. Highly efficient lead system that allows you to separate contacts and addresses from prospects. Relatively low costs compared to other sister platforms. All in all, it is very easy to structure and fine-tune your online marketing strategy.

Cons

No disadvantages are fundamentally identified by us in our use.

Reasons for Switching to Zoho CRM

For reasons of diversification of marketing accounts.

March 2021

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

4.0

Customer support

5.0

Functionality

5.0

March 2021

Positive results in the sales department and full.

Leaving aside the faulty customer service and the initial account setup that may take a little longer than expected, Zoho CRM is a very good product, its operation is smooth and its integration with other brand software makes it. adaptable to any organization, especially in the sales department.

Pros

Its main advantage is its integration with other software such as Zoho Project Management and Zoho email, which gives it versatility to be used in different departments. However, its main use is in the sales department in which it has generated a very positive impact thanks to the fact that it is an easy product to customize and use, and in this way allows us to satisfactorily monitor our sales flows.

Cons

The response time in the customer service that Zoho presents is very long which makes it difficult to solve problems that may arise through the use of the software, therefore sometimes it is necessary to seek technical help outside of Zoho to solve specific problems that may arise. otherwise they would take a long time to resolve.

December 2019

Denise from FCL Builders

Company Size: 51-200 employees

Industry: Construction

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

December 2019

Great option for a new CRM

We are really just beginning with this, and look forward to getting past the beginning stages, but so far it has been a simple process to get started.

Pros

It's really easy to use right out of the box, and easy to edit the forms and reports.

Cons

When uploading it doesn't automatically attach users to accounts.

Reasons for Choosing Zoho CRM

Right now we are just beginning and it will be a standalone for a while. We don't need a lot of the back-end functions at this time.

Reasons for Switching to Zoho CRM

Price, and the fact that it is buildable and scalable.