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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Expandi.io

    Score8.6 out of 10
    N/AExpandi.io is a tool that enables automated outreach via LinkedIn for marketing or sales purposes.

    $99

    per month per seat

    Nutshell

    Score9.1 out of 10
    N/ANutshell offers a CRM with contact management, calendar sync, click-to-call, and collaboration features.

    $19

    per month per user

    Zoho CRM

    Score8.4 out of 10
    N/AZoho CRM is a simple, very low-cost CRM option for the smaller end of the SMB segment. The product has several useful integrations with other products, including QuickBooks, and Google Apps and Google Docs. The product also has an integrated project management module.

    $14

    per month

    Pricing
    Expandi.ioNutshellZoho CRM
    Editions & Modules
    No answers on this topic
    Foundation
    $19
    per month per user
    Growth
    $32
    per month per user
    Pro
    $49
    per month per user
    Business
    $67
    per month per user
    Enterprise
    $89
    per month per user
    Standard
    $14.00
    Per User/Per Month
    Professional
    $23.00
    Per User/Per Month
    Enterprise
    $40.00
    Per User/Per Month
    Ultimate
    $52.00
    Per User/Per Month
    Plus
    $57.00
    Per User/Per Month
    Offerings
    Pricing Offerings
    Expandi.ioNutshellZoho CRM
    Free Trial
    YesYesYes
    Free/Freemium Version
    NoNoYes
    Premium Consulting/Integration Services
    NoYesYes
    Entry-level Setup FeeNo setup feeNo setup fee$14 /user/month
    Additional Details20% discount available for annual billing.15% discount for annual pricing.
    More Pricing Information
    Community Pulse
    Expandi.ioNutshellZoho CRM
    Considered Multiple Products
    Expandi (ProfitSoft B.V.)
    No answer on this topic
    Nutshell Inc.
    Chose Nutshell
    I did not select Nutshell CRM. My employer has that information, but as far as I feel, Nutshell has better uses than Zoho CRM and can be used just as effectively in B2B relations. We only use Nutshell for candidate data, so business contacts are not mixed.
    Zoho
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    93%
    Would buy again
    232 Answers
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    97%
    Delivers good value for the price
    233 Answers
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    96%
    Happy with the feature set
    238 Answers
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    95%
    Lived up to sales and marketing promises
    189 Answers
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    87%
    Implementation went as expected
    187 Answers
    Features
    Expandi.ioNutshellZoho CRM
    CRM Project Management
    Comparison of CRM Project Management features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    7.0
    1 Ratings
    16% below category average
    Nutshell CRM
    9.3
    13 Ratings
    19% above category average
    Zoho CRM
    8.6
    264 Ratings
    11% above category average
    Task management8.01 Ratings9.712 Ratings8.3249 Ratings
    Billing and invoicing management5.01 Ratings8.42 Ratings8.7181 Ratings
    Reporting8.01 Ratings10.09 Ratings8.7243 Ratings
    Automated CRM activity logging6.01 Ratings00 Ratings00 Ratings
    Sales pipeline management8.01 Ratings00 Ratings00 Ratings
    Email & Online Marketing
    Comparison of Email & Online Marketing features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    8.3
    1 Ratings
    7% above category average
    Nutshell CRM
    -
    Ratings
    Zoho CRM
    -
    Ratings
    WYSIWYG email editor9.01 Ratings00 Ratings00 Ratings
    Dynamic content8.01 Ratings00 Ratings00 Ratings
    Landing pages10.01 Ratings00 Ratings00 Ratings
    A/B testing7.01 Ratings00 Ratings00 Ratings
    Mobile optimization6.01 Ratings00 Ratings00 Ratings
    Email deliverability reporting6.01 Ratings00 Ratings00 Ratings
    List management10.01 Ratings00 Ratings00 Ratings
    Triggered drip sequences10.01 Ratings00 Ratings00 Ratings
    Lead Management
    Comparison of Lead Management features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    7.3
    1 Ratings
    0% below category average
    Nutshell CRM
    -
    Ratings
    Zoho CRM
    -
    Ratings
    Lead nurturing automation5.01 Ratings00 Ratings00 Ratings
    Lead scoring and grading6.01 Ratings00 Ratings00 Ratings
    Data quality management7.01 Ratings00 Ratings00 Ratings
    Automated sales alerts and tasks6.01 Ratings00 Ratings00 Ratings
    Automated follow-ups10.01 Ratings00 Ratings00 Ratings
    Lead segmentation and distribution10.01 Ratings00 Ratings00 Ratings
    Campaign Management
    Comparison of Campaign Management features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    8.0
    1 Ratings
    10% above category average
    Nutshell CRM
    -
    Ratings
    Zoho CRM
    -
    Ratings
    Calendaring8.01 Ratings00 Ratings00 Ratings
    Reporting & Analytics
    Comparison of Reporting & Analytics features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    8.0
    1 Ratings
    16% above category average
    Nutshell CRM
    -
    Ratings
    Zoho CRM
    -
    Ratings
    Dashboards8.01 Ratings00 Ratings00 Ratings
    Standard reports8.01 Ratings00 Ratings00 Ratings
    Custom reports8.01 Ratings00 Ratings00 Ratings
    Platform & Infrastructure
    Comparison of Platform & Infrastructure features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    7.4
    1 Ratings
    1% above category average
    Nutshell CRM
    -
    Ratings
    Zoho CRM
    -
    Ratings
    API7.01 Ratings00 Ratings00 Ratings
    Role-based workflow & approvals9.01 Ratings00 Ratings00 Ratings
    Customizability7.01 Ratings00 Ratings00 Ratings
    Third-party software integrations6.01 Ratings00 Ratings00 Ratings
    Mobile app for sales & marketing automation8.01 Ratings00 Ratings00 Ratings
    Sales Force Automation
    Comparison of Sales Force Automation features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    9.2
    15 Ratings
    16% above category average
    Zoho CRM
    8.7
    289 Ratings
    10% above category average
    Customer data management / contact management00 Ratings9.014 Ratings8.7280 Ratings
    Workflow management00 Ratings10.013 Ratings8.6267 Ratings
    Territory management00 Ratings10.08 Ratings8.9197 Ratings
    Opportunity management00 Ratings10.010 Ratings8.4254 Ratings
    Integration with email client (e.g., Outlook or Gmail)00 Ratings7.814 Ratings8.4249 Ratings
    Contract management00 Ratings10.01 Ratings8.9204 Ratings
    Quote & order management00 Ratings9.59 Ratings9.0204 Ratings
    Interaction tracking00 Ratings7.812 Ratings9.0250 Ratings
    Channel / partner relationship management00 Ratings8.43 Ratings8.7193 Ratings
    Customer Service & Support
    Comparison of Customer Service & Support features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    10.0
    7 Ratings
    26% above category average
    Zoho CRM
    8.9
    222 Ratings
    14% above category average
    Case management00 Ratings10.06 Ratings8.7214 Ratings
    Call center management00 Ratings10.05 Ratings8.5173 Ratings
    Help desk management00 Ratings10.01 Ratings9.3190 Ratings
    Marketing Automation
    Comparison of Marketing Automation features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    8.8
    14 Ratings
    13% above category average
    Zoho CRM
    8.5
    267 Ratings
    9% above category average
    Lead management00 Ratings9.713 Ratings8.8262 Ratings
    Email marketing00 Ratings7.812 Ratings8.2220 Ratings
    CRM Reporting & Analytics
    Comparison of CRM Reporting & Analytics features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    10.0
    13 Ratings
    27% above category average
    Zoho CRM
    8.6
    259 Ratings
    12% above category average
    Forecasting00 Ratings10.010 Ratings8.7217 Ratings
    Pipeline visualization00 Ratings10.012 Ratings8.2236 Ratings
    Customizable reports00 Ratings10.012 Ratings8.8250 Ratings
    Customization
    Comparison of Customization features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    9.9
    11 Ratings
    26% above category average
    Zoho CRM
    8.4
    278 Ratings
    9% above category average
    Custom fields00 Ratings9.511 Ratings8.7276 Ratings
    Custom objects00 Ratings10.06 Ratings8.1223 Ratings
    Scripting environment00 Ratings10.02 Ratings9.2179 Ratings
    API for custom integration00 Ratings9.96 Ratings7.7204 Ratings
    Security
    Comparison of Security features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    9.6
    4 Ratings
    13% above category average
    Zoho CRM
    8.2
    267 Ratings
    2% below category average
    Single sign-on capability00 Ratings9.63 Ratings7.7232 Ratings
    Role-based user permissions00 Ratings9.63 Ratings8.7262 Ratings
    Social CRM
    Comparison of Social CRM features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    9.6
    9 Ratings
    24% above category average
    Zoho CRM
    8.5
    166 Ratings
    12% above category average
    Social data00 Ratings9.39 Ratings8.7165 Ratings
    Social engagement00 Ratings10.02 Ratings8.3157 Ratings
    Integrations with 3rd-party Software
    Comparison of Integrations with 3rd-party Software features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    10.0
    2 Ratings
    28% above category average
    Zoho CRM
    8.8
    211 Ratings
    15% above category average
    Marketing automation00 Ratings10.02 Ratings8.9208 Ratings
    Compensation management00 Ratings10.02 Ratings8.8139 Ratings
    Platform
    Comparison of Platform features of Expandi.io and Nutshell CRM and Zoho CRM
    Feature
    Expandi.io
    -
    Ratings
    Nutshell CRM
    9.0
    13 Ratings
    17% above category average
    Zoho CRM
    8.3
    231 Ratings
    9% above category average
    Mobile access00 Ratings9.013 Ratings8.3231 Ratings
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    Expandi.ioNutshellZoho CRM
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    Kintone
    Score9.7 out of 10
    Kintone
    Score9.7 out of 10
    Enterprises
    No answers on this topic
    Oracle Sales
    Score8.9 out of 10
    Oracle Sales
    Score8.9 out of 10
    All AlternativesView all alternativesView all alternativesView all alternatives
    User Ratings
    Expandi.ioNutshellZoho CRM
    Likelihood to Recommend
    9.0
    (1 ratings)
    9.7
    (15 ratings)
    9.1
    (312 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    10.0
    (1 ratings)
    7.6
    (42 ratings)
    Usability
    9.0
    (1 ratings)
    8.7
    (5 ratings)
    7.8
    (172 ratings)
    Availability
    -
    (0 ratings)
    -
    (0 ratings)
    8.8
    (7 ratings)
    Performance
    -
    (0 ratings)
    -
    (0 ratings)
    8.5
    (8 ratings)
    Support Rating
    -
    (0 ratings)
    9.5
    (2 ratings)
    6.1
    (69 ratings)
    In-Person Training
    -
    (0 ratings)
    -
    (0 ratings)
    8.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    -
    (0 ratings)
    5.5
    (8 ratings)
    Implementation Rating
    -
    (0 ratings)
    8.0
    (1 ratings)
    5.6
    (16 ratings)
    Configurability
    -
    (0 ratings)
    -
    (0 ratings)
    5.1
    (114 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    -
    (0 ratings)
    9.5
    (21 ratings)
    Ease of integration
    -
    (0 ratings)
    -
    (0 ratings)
    7.2
    (5 ratings)
    Product Scalability
    -
    (0 ratings)
    -
    (0 ratings)
    5.7
    (6 ratings)
    Professional Services
    -
    (0 ratings)
    -
    (0 ratings)
    8.3
    (7 ratings)
    Vendor post-sale
    -
    (0 ratings)
    -
    (0 ratings)
    7.7
    (13 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    -
    (0 ratings)
    7.8
    (13 ratings)
    User Testimonials
    Expandi.ioNutshellZoho CRM
    Likelihood to Recommend
    Expandi (ProfitSoft B.V.)
    It is great when you need to scale up the automated outreach.
    Incentivized
    Read full review
    Nutshell Inc.
    This can be used for different industries, healthcare, IT, retail or any company with a customer service line, big or small. if i had to ask, i would say "Do you have any type of filing system that you use?" "anything where you are keeping track of personal/ business information." Do you need access to information on a day to day basis? If they do , then this can be used , especially if you need to keep track of the numbers; we like how we can see if are things going up or down.
    Read full review
    Zoho
    Interfacing with our target clients at the correct minute is crucial in today's society. Another valuable include is its capacity to coordinated with other programs. It helps me in keeping track of the every day work emails I send to my colleagues or get. Zoho CRM makes it straightforward to consequence or send out information agreeing to our needs. Zoho makes a difference keep in mind individuals by means of e-mail and pop-ups, which dispenses with the issue of overlooking follow-ups and reminders. This not as it were helps within the organization of this incredible instrument but moreover within the execution of data.
    Incentivized
    Read full review
    Pros
    Expandi (ProfitSoft B.V.)
    • Outreach automation
    • Integration
    • Scaling
    Incentivized
    Read full review
    Nutshell Inc.
    • Customization - we are able to make Nutshell make the most sense for our company and processes
    • Scheduling - the ability to set tasks allows us to never forget a follow-up call or email
    • Tags - allow us to prioritize leads and segment our customers and potential customers
    • Communication - the ability to tag colleagues in notes for callbacks or updates to accounts is very helpful to keep everyone on the same page
    • Email History - being able to blind copy all our email communication to Nutshell, allows us to have email threads and notes all in one place
    Incentivized
    Read full review
    Zoho
    • Hooks into our website and can import data from forms.
    • Has great automation tools built in.
    • Reporting features are great.
    • Easy to learn, makes it easy for us to onboard new users onto it.
    • Fairly customizable. We have fine tuned it to work the way we need it to.
    Incentivized
    Read full review
    Cons
    Expandi (ProfitSoft B.V.)
    • We wish continuous progress like this and more
    • none
    • none
    Incentivized
    Read full review
    Nutshell Inc.
    • integration with email doesn't work as advertised
    • would like integration with quickbooks
    • If there is a misspelling in any one email address, you can not send a mass email. You must go back and correct each error before it can send.
    Incentivized
    Read full review
    Zoho
    • Need some way to switch a field type without losing the pre-existing data.
    • The settings controls should be broken out differently - I don't like that I can't keep some users from exporting all contact records (i.e., the entire Contacts module) because if the export function is turned off, the export function of Reports for those same modules is also blocked.
    • Frustrating that only 3 custom lookup fields are allowed per module in our license.
    Incentivized
    Read full review
    Likelihood to Renew
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    This is perfect for a small business / Home based business with SaaS. Nutshell constantly adds new features and the price is much better than more robust software like Salesforce.
    Incentivized
    Read full review
    Zoho
    i have already renewed my subscription twice. I am in the 3rd Year now. I have been using it for a while and have been recommending to my friends as well.. have attended ZOHOLICs the annual program of zoho and it gave me new insights of managing the crm solutoin.
    Incentivized
    Read full review
    Usability
    Expandi (ProfitSoft B.V.)
    Because we didn't have any problems with their solution and the team was ready to help in case of issues. (We had a few questions)
    Incentivized
    Read full review
    Nutshell Inc.
    Extremely easy to use and they help you throughout the process. I find it not challenging, an effective utility to help us prioritize and engage efficiently at a reasonable price point. We enjoy working with the team there and they're easy to access. I've already recommended it to two colleagues
    Incentivized
    Read full review
    Zoho
    The methodology of the 'out of the box' user interface is fairly easy to learn. In some cases however, the interface is not consistent throughout the software. Upgrades to the interface has certainly improved some of this--- but now we are seeing the same kinds of inconsistencies across Zoho apps, particularly those more recently added to their platform. This issue is not major in that everybody on staff seems able to learn how to work the programs--- it's just annoying and less than efficient when inconsistent user interfaces or inconsistent terms are used in the programs and/or the requisite documentation.
    Incentivized
    Read full review
    Reliability and Availability
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    No answers on this topic
    Zoho
    In my many years using Zoho, I think there were only 1 or 2 days when there was something happening and I was not able to log in. Sure, it wasn't fun and we all panicked a bit, but right after that, all was well and work-life continued. Being cloud based, I'm never worried about losing my iPhone, iPad or Laptop as I know I can log in anywhere on any device and workflow won't stop.
    Incentivized
    Read full review
    Performance
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    No answers on this topic
    Zoho
    I don't recall every having any issues with a page not loading due to it being a Zoho issue. Anytime I've had any issues with something being wonky, I clear cache and that has always solved the problem. Or a simply computer reboot and we're back, hard at work. Look, I don't expect any product to delivery 100%, 100% of the time but if I had any consistent ongoing issues, I would have left many years ago. I still keep my eyes open to what is new but after a quick evaluation, I know Zoho will long be my home.
    Incentivized
    Read full review
    Support Rating
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    Nutshell's support team has always been great and they tend to go above and beyond. They are polite, friendly, personable and great listeners. They are also great about sending follow up emails too.
    Incentivized
    Read full review
    Zoho
    We did the training and that was a huge waste of money. The information provided was basic and the instructor was sloppy (he even forgot to turn off his mic when he used the restroom - no one should ever hear what we heard). I offered up a 9 because we were able to find what we needed on your website.
    Incentivized
    Read full review
    In-Person Training
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    No answers on this topic
    Zoho
    I attended a Zoho-Holics event in Austin, TX, several years ago, and it blew my mind. So many industries were represented using Zoho in so many different ways. It was unbelievable all that I learned from that experience, as there were features that I wasn't aware of that I immediately started using. Best of all, the trainers were patient and knowledgeable
    Incentivized
    Read full review
    Online Training
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    No answers on this topic
    Zoho
    There is an endless supply of YouTube videos from Zoho and the many Zoho partners/consultants. Plus, Zoho has it's own library of training videos and webinars to learn from plus an entire community at the ready to answer any questions. While Zoho has been available for many years, there are constantly new training videos and webinars available for the novice and the experienced users.
    Incentivized
    Read full review
    Implementation Rating
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    Implementation is difficult everytime but this was relatively simple due to the small amount of data we moved
    Incentivized
    Read full review
    Zoho
    When you switch CRMs, you can automatically assume everything isn’t going to match up correctly. We had used Salesforce for 10+ years and had a ton of data and customizations. It was not a clean transfer, but we were able to sort it all out. The only issue that really bothered me was Zoho support. Even simple questions couldn’t be answered over chat, and we would have some team members try for hours to find the right answer
    Incentivized
    Read full review
    Alternatives Considered
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    When I first started with BCI, they were using ACT!. It was hard to navigate and there were a lot of spots for duplicate information that made it hard to know if you were in the right spot or not. Then if you had trouble, you would spend 3 hours on the phone with customer service and often they would not even be able to find a solution. I would not recommend ACT! to anyone. Since getting nutshell, I have learned a bit about Cosential and I know that it is more catered to the construction industry and can help with proposal creation, so I think that may be something we consider in the not-too-near future.
    Incentivized
    Read full review
    Zoho
    Free user access was one reason to use it more than any other software. Also, for a mid-size organization, the Salesforce cost was a little higher, and Pipedrive was almost similar to Zoho. As we were already using Zoho, we found no urgency to switch.
    Incentivized
    Read full review
    Contract Terms and Pricing Model
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    No answers on this topic
    Zoho
    I think Zoho CRM is priced at a reasonable amount. Simply put, you get what you pay for and Zoho does not disappoint. My organization is comfortable with what we pay and pleased with continually renewing the software. The billing frequency is just right. There are no complaints on our end
    Incentivized
    Read full review
    Scalability
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    No answers on this topic
    Zoho
    We're still in the early stages of scaling this across departments. We have high aspirations of doing this, but it takes time to migrate to the new system and to help people get acquainted of doing their work in a different way thru Zoho.
    Incentivized
    Read full review
    Professional Services
    Expandi (ProfitSoft B.V.)
    No answers on this topic
    Nutshell Inc.
    No answers on this topic
    Zoho
    In addition to being a user of Zoho CRM, we are a reseller as well. Often, at times our Partners request for on-boarding the platform configuration for them. During such requirements, we have utilized the Professional services team directly from the Zoho CRM team. Our partner feedback was quite positive, throughout.
    Incentivized
    Read full review
    Return on Investment
    Expandi (ProfitSoft B.V.)
    • The number of leads increased
    • the price for conversion lowered
    • general scaling
    Incentivized
    Read full review
    Nutshell Inc.
    • Nutshell CRM has had a major impact on ROI. The last program we used cost more and had fewer features and accessibility.
    • One negative impact is its email functions. As stated before in this review I need to be able to send large attachments and pics through email and Nutshell is very limited when it comes to that.
    Incentivized
    Read full review
    Zoho
    • because we are new to the CRM world, we wanted a product that was reasonably priced, yet had the features we were looking for
    • we have found a much higher customer engagement rate and ROI
    • we used to "lose" customers in our makeshift process. Now, all customers are being attended to.
    Incentivized
    Read full review
    ScreenShots

    Nutshell Screenshots

    Screenshot of Nutshell's dashboard, mobile app, and sales metrics.Screenshot of the interface to build custom pipelines.Screenshot of where to measure contact engagement with Nutshell Marketing emails, forms, website traffic, and landing pages.Screenshot of the interface to engage with website visitors and leads throughout the buying journey via multiple channels using Nutshell Engagement. Channels include SMS, AI webchat, WhatsApp, Facebook Messenger, and Instagram DMs.Screenshot of Quotes & Invoices, where users can create, send, and monitor custom quotes and invoices without leaving Nutshell.

    Zoho CRM Screenshots

    Screenshot of Deals - Cash in on all opportunities. Close more deals. Great sales management is all about prioritizing, tracking, and monitoring the deals in your pipeline. Zoho CRM gives you everything you need to manage deals across territories and sales structures.Screenshot of Activities - Keep track of all the tasks, meetings, calls, events, or activity records. Neatly organize the numerous records along with the activities associated to them such as follow-up, pre sales and post sales activities, phone conversations etc.