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Zoho CRM

Zoho CRM

Overview

What is Zoho CRM?

Zoho 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…

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Recent Reviews

Zoho CRM

9 out of 10
February 07, 2024
I will create a lead in Zoho CRM like what we collected and we use it for follow-up activities like calls, Meetings and also email when to …
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We LOVE Zoho CRM!

9 out of 10
January 12, 2024
Incentivized
Zoho CRM is being used by our sales office in the USA as well as foreign offices. It gives us a central location to enter all products …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 31 features
  • Custom fields (260)
    8.4
    84%
  • Customer data management / contact management (263)
    8.4
    84%
  • Lead management (245)
    8.3
    83%
  • Workflow management (250)
    8.0
    80%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

4 videos

Zoho CRM Is a Seamless Transition Into Contact Management For Small Business Owner: User Review
03:47
User Review: Zoho CRM Fits The Budget While Fulfilling Company Needs
03:46
Integrations & Customizations Allow Zoho CRM to Work With Business Needs: User Review
02:30
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Pricing

View all pricing

Standard

$14.00

Cloud
Per User/Per Month

Professional

$23.00

Cloud
Per User/Per Month

Enterprise

$40.00

Cloud
Per User/Per Month

Entry-level set up fee?

  • $14 /user/month
    Optional
For the latest information on pricing, visithttps://www.zoho.com/crm/zohocrm…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $14 per month
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Product Demos

Guided Tour | Zoho CRM Overview

www.zoho.com
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Features

Sales Force Automation

This is the technique of using software to automate certain sales-related tasks.

7.9
Avg 7.7

Customer Service & Support

This component of CRM software automates help desk, call center and field service management.

7.1
Avg 7.5

Marketing Automation

This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.

8.2
Avg 7.5

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

7.9
Avg 7.6

CRM Reporting & Analytics

Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.

7.9
Avg 7.6

Customization

This addresses a company’s ability to configure the software to fit its specific use case and workflow.

8
Avg 7.6

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.6
Avg 8.3

Social CRM

This component of CRM software helps companies leverage social media in engaging with customers.

8.2
Avg 7.2

Integrations with 3rd-party Software

This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.

7.6
Avg 7.1

Platform

7.7
Avg 7.5
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Product Details

What is Zoho CRM?

Zoho CRM supports enterprises as they build better customer relationships and improve retention. It empowers a global network of over 250,000 businesses of all sizes in 180 countries to convert more leads, engage with customers, and grow their revenue.

Adding even more value and innovation, the recently announced Canvas feature in the product enables users to create a personalized instance that meets their specific requirements and preferences. This is a recognition that the CRM solution in any enterprise must remain diverse and flexible as the customers it serves.

Zoho CRM clients have seen:
● 26% Improvement in customer retention rates
● 47% Increase in purchase volume with nurtured leads
● 40% Decrease in the cost of customer service
● 47% Increase in customer satisfaction rates
● 23% Decrease in sales and marketing costs

Zoho CRM helps reps reach decision makers who matter, to shorten long enterprise buying cycles and build strong customer relationships that withstand unexpected disruptions.

More information is available at zoho.com/enterprise

Zoho CRM Features

Sales Force Automation Features

  • Supported: Customer data management / contact management
  • Supported: Workflow management
  • Supported: Territory management
  • Supported: Opportunity management
  • Supported: Integration with email client (e.g., Outlook or Gmail)
  • Supported: Contract management
  • Supported: Quote & order management
  • Supported: Interaction tracking
  • Supported: Channel / partner relationship management

Customer Service & Support Features

  • Supported: Case management
  • Supported: Call center management
  • Supported: Help desk management

Marketing Automation Features

  • Supported: Lead management
  • Supported: Email marketing

CRM Project Management Features

  • Supported: Task management
  • Supported: Billing and invoicing management
  • Supported: Reporting

CRM Reporting & Analytics Features

  • Supported: Forecasting
  • Supported: Pipeline visualization
  • Supported: Customizable reports

Customization Features

  • Supported: Custom fields
  • Supported: Custom objects
  • Supported: Scripting environment
  • Supported: API for custom integration

Security Features

  • Supported: Role-based user permissions
  • Supported: Single sign-on capability

Social CRM Features

  • Supported: Social data
  • Supported: Social engagement

Integrations with 3rd-party Software Features

  • Supported: Marketing automation
  • Supported: Compensation management

Platform Features

  • Supported: Mobile access

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.

Zoho CRM Video

Customer Story: Zoho CRM Helps CG Arena

Zoho CRM Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesAsia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported LanguagesEnglish (US), English (UK), Hebrew, French, German, Spanish, Italian, Japanese, Korean, Portuguese (Portugal), Portuguese (Brazil), Russian, Swedish, Bulgarian, Chinese (China), Chinese (Taiwan), Danish, Dutch, Polish, Hungarian, Turkish, Vietnamese, Hindi, Croatian, Czech

Frequently Asked Questions

Zoho 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.

Zoho CRM starts at $14.

Pipedrive, HubSpot CRM, and Insightly are common alternatives for Zoho CRM.

Reviewers rate Role-based user permissions highest, with a score of 8.7.

The most common users of Zoho CRM are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(929)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Score 1 out of 10
Vetted Review
Verified User
In my opinion, nothing syncs properly. In my experience when support is requested, it is simply not given. I cancelled, phoned, emailed, left reviews, asked, begged. I believe I wasted my time and money.
I believe it's expensive, clunky and No support is given. In my opinion, Zoho CRM with its plethora of apps is extremely user unfriendly. I believe It is a job in itself that does not aid business but hampers it
Sales Force Automation (9)
10%
1.0
Customer data management / contact management
10%
1.0
Workflow management
10%
1.0
Territory management
10%
1.0
Opportunity management
10%
1.0
Integration with email client (e.g., Outlook or Gmail)
10%
1.0
Contract management
10%
1.0
Quote & order management
10%
1.0
Interaction tracking
10%
1.0
Channel / partner relationship management
10%
1.0
Customer Service & Support (3)
10%
1.0
Case management
10%
1.0
Call center management
10%
1.0
Help desk management
10%
1.0
Marketing Automation (2)
10%
1.0
Lead management
10%
1.0
Email marketing
10%
1.0
CRM Project Management (3)
10%
1.0
Task management
10%
1.0
Billing and invoicing management
10%
1.0
Reporting
10%
1.0
CRM Reporting & Analytics (3)
10%
1.0
Forecasting
10%
1.0
Pipeline visualization
10%
1.0
Customizable reports
10%
1.0
Customization (4)
10%
1.0
Custom fields
10%
1.0
Custom objects
10%
1.0
Scripting environment
10%
1.0
API for custom integration
10%
1.0
Security (2)
10%
1.0
Role-based user permissions
10%
1.0
Single sign-on capability
10%
1.0
Social CRM (2)
10%
1.0
Social data
10%
1.0
Social engagement
10%
1.0
Integrations with 3rd-party Software (2)
10%
1.0
Marketing automation
10%
1.0
Compensation management
10%
1.0
Platform (1)
10%
1.0
Mobile access
10%
1.0
I wouldn't know, it didn't work and customer service was non-existent
I've found they keep billing me months after cancellation.
Nobody any more - it's terrible
  • Accounting
  • Customer Relations
  • Bookings
  • Never touch it again
Not at all! No support in my opinion.
Why would I purchase premium support and spend more money when I never get any response
Yes
Not at all resolved.
No.
Kenny Schiff | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Zoho CRM as part of Zoho One to operate and manage our entire company. We have it integrated with QuickBooks and also use it along with Zoho Desk and Zoho Project so that we maintain a 360 degree understanding of our customers.
  • Excellent integration capabilities with other Zoho products.
  • Integrates well with 3rd party applications.
  • Easy to customize.
  • Default screens can be cluttered.
  • Getting layouts to print properly can be cumbersome.
Very fully featured, especially for the price, and especially one purchased as part of Zoho One. A company can quickly go from having nothing to a fully integrated flow from lead to project to support.
Sales Force Automation (9)
50%
5.0
Customer data management / contact management
80%
8.0
Workflow management
80%
8.0
Territory management
N/A
N/A
Opportunity management
80%
8.0
Integration with email client (e.g., Outlook or Gmail)
50%
5.0
Contract management
N/A
N/A
Quote & order management
80%
8.0
Interaction tracking
80%
8.0
Channel / partner relationship management
N/A
N/A
Customer Service & Support (3)
53.33333333333333%
5.3
Case management
80%
8.0
Call center management
N/A
N/A
Help desk management
80%
8.0
Marketing Automation (2)
70%
7.0
Lead management
80%
8.0
Email marketing
60%
6.0
CRM Project Management (3)
80%
8.0
Task management
80%
8.0
Billing and invoicing management
80%
8.0
Reporting
80%
8.0
CRM Reporting & Analytics (3)
80%
8.0
Forecasting
80%
8.0
Pipeline visualization
80%
8.0
Customizable reports
80%
8.0
Customization (4)
80%
8.0
Custom fields
80%
8.0
Custom objects
80%
8.0
Scripting environment
80%
8.0
API for custom integration
80%
8.0
Security (2)
80%
8.0
Role-based user permissions
80%
8.0
Single sign-on capability
80%
8.0
Social CRM (2)
N/A
N/A
Social data
N/A
N/A
Social engagement
N/A
N/A
Integrations with 3rd-party Software (2)
N/A
N/A
Marketing automation
N/A
N/A
Compensation management
N/A
N/A
Platform (1)
80%
8.0
Mobile access
80%
8.0
  • Allowed us to quote and invoice accurately.
  • Management of ongoing contractual renewals for our subscription business.
  • Excellent bang for the buck. High functionality and value based pricing.
It's very straightforward, works well in the browser of your choice, and can easily be customized specifically to a user, role, or the entire company.
Zoho CRM has the right amount of configurability, and is certainly far less complex than something like NetSuite. That said, we greatly benefited from doing work upfront on our own and then bringing in an integrator to help us refine it.
We had previously used NetSuite prior to Zoho. It was expensive, very complicated, and difficult to manage. Zoho is considerably less costly, and easier to run out of the box, but also easier to customize.
QuickBooks Online, Slack, Google Workspace (formerly G Suite)
13
All functions use CRM.
1
We use an independent integrator as needed. Once we brought in the integrator we've had a limited need for any internal support.
  • Managing Opportunities
  • Create Quotes
  • Managing the lifecyle of a sale
  • Integration with forms for data capture
  • Forecasting
Super high value and very functional. Integrates really well with the rest of the One Suite.
Support is there when you need it, but sometimes it can a bit slow to get a response. Having a trusted integration partner has turned out to be a big difference-maker for us.
No. We preferred to use an independent integrator. BTW, we rarely need them.
Yes
Yes. We had several issues that were resolved.
We had difficulties understanding the relationship between CRM and Campaigns, and the team reached out to us to explore what our issues were and helped us understand how the integration works.
  • Quoting
  • Opportunities
  • Tasks
Yes
As good as can be expected, but CRM is difficult to work with on a small form factor device regardless of whose system it is.
John Hinson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zoho CRM is our company's sole keeper of all data regarding leads, deals, contacts, accounts, and other information we collect about people who reach out to our business. It helps us organize and easily filter data to see where leads are in our pipeline, what services our signed clients are receiving, and so much more.
  • Organize data
  • Several filters to allow you to view data in different ways
  • Allows us to manage tasks
  • Calendar integration is buggy
  • RingCentral integration is buggy
  • Social integration is a little lacking
Zoho CRM is great for small businesses looking for an affordable option to manage their leads and prospects. Some of the integrations can be buggy, but that may be the other apps' faults since Zoho is still a relatively small player in the CRM world. Regardless, the options and functionality within CRM is really robust and, when paired with Zoho's other apps, can provide you with a ton of insight.
Sales Force Automation (8)
72.5%
7.3
Customer data management / contact management
100%
10.0
Territory management
N/A
N/A
Opportunity management
100%
10.0
Integration with email client (e.g., Outlook or Gmail)
80%
8.0
Contract management
100%
10.0
Quote & order management
N/A
N/A
Interaction tracking
100%
10.0
Channel / partner relationship management
100%
10.0
Customer Service & Support
N/A
N/A
Marketing Automation (1)
100%
10.0
Lead management
100%
10.0
CRM Project Management (2)
100%
10.0
Task management
100%
10.0
Reporting
100%
10.0
CRM Reporting & Analytics (2)
100%
10.0
Pipeline visualization
100%
10.0
Customizable reports
100%
10.0
Customization (4)
65%
6.5
Custom fields
100%
10.0
Custom objects
N/A
N/A
Scripting environment
80%
8.0
API for custom integration
80%
8.0
Security (2)
100%
10.0
Role-based user permissions
100%
10.0
Single sign-on capability
100%
10.0
Social CRM (1)
70%
7.0
Social data
70%
7.0
Integrations with 3rd-party Software (1)
80%
8.0
Marketing automation
80%
8.0
Platform (1)
100%
10.0
Mobile access
100%
10.0
  • Allows us to keep costs down compared to other CRMs
  • Provides us more reporting options
  • Great UX layout
It isn't perfect as some of the integrations are a little buggy, but overall the UX for CRM is great and an excellent value.
Zoho has the ability to create custom codes/configurations, but unless you're a dedicated coder, you'll need to work with a Zoho partner to get those created. However, it does make it so CRM is custom to your business's specific needs.
There's no real comparison, as Zoho's suite of apps all perform different functions so that they can seamlessly integrate with each other.
13
Everyone in our business uses CRM, from copywriters to account managers to marketing, sales, and admin.
1
We have one admin/IT staff person who acts as the support for CRM. She, however, typically then sends requests to Zoho support or our support partner.
  • Task management
  • Lead management
  • Account management
  • Lead/account scoring
  • Revenue tracking
  • Social media integration for leads
Yes
CRM replaced Pipeline Deals because it allowed much more functionality at a more affordable price point.
  • Price
  • Product Features
  • Product Usability
Product features gave us many more opportunities to consolidate our operations instead of being spread out across several different applications.
We would not change anything. We tested several different CRM platforms and felt this was the best.
  • Implemented in-house
  • Third-party professional services
Alderbest Solutions
No
Change management was minimal
  • 3rd party integrations that required custom codes
Make sure you have certified Zoho partner helping you implement CRM!
  • Online training
Online training is tough, but Zoho and their partners do a good job of explaining things.
No
Yes - we have customized the interface extensively
We relied on a Zoho partner to integrate the customizations.
Yes - we have added extensive custom code
We relied on a Zoho partner to set up our custom coding.
N/A
Their support is very quick to respond and are always ready to hop on a screenshare to diagnose and solve problems.
Zoho's support comes with a Zoho One subscription. We also work with a Zoho Partner on any CRM issues we encounter. I'm not sure if we encounter many issues because the platform is buggy or we just cause a lot of issues, but we always have good experiences with our support partners whenever an issue arises.
Yes
Yes, all bugs have been resolved in an appropriate time frame.
We had an issue with the original custom code that Zoho was updating to a 2.0 version. They gave us plenty of time to find a solution, and our Zoho support partner helped us every step of the way to make sure all of our integrations were updated when the switch happened.
  • Task management
  • Account management
  • Lead management
  • Blueprints
  • Workflow creation
Yes, but I don't use it
  • Email marketing
  • Website forms
It was easy once we used Syncapps to communicate between CRM and our 3rd party apps.
Get help from a certified Zoho partner
N/A
N/A
Yes
Everything went well.
  • Easier navigation
  • Smoother interface
  • N/A
No
No
Ajay Gupta | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
  • Dynamic product with a lot of flexibility
  • Amazing opportunity for integration with a number of applications
  • Open source platform that has a number of add on tools that could be amazing
  • The customer support is awful. It is embarrassing.
  • There are a number of bugs that can be worked through, but require technical assistance.
  • They need to acknowledge and inform consumers of their deficiencies.
Support is an issue for us. We're 80% there, but it's cost me weeks of work to get it there and there has been practically 0 support. It is like buying a black box.
  • We're relative new, but it's clear that the platform in the long run will dramatically change the way we do business.
  • There are very few platforms that have end - to - end integration with common accounting tools, like quickbooks, that are used by small businesses. From client call to receipts, we can now track revenue by lead source with no duplicate data entry. That's really powerful.
As stated in my earlier comments, this is an end to end tracking tool that integrates with common platforms. There is a lot of room for growth in their calendaring and integration, but it's obvious that they are working on it. For the price, I would give this a 10 on functionality. If I had to rate this on service, I would give it a 0. Their support process is embarrassing. If you have the time to muddle through the dead ends associated with a new and dynamic platform, then go ahead. If you want to get even the most basic level of support, then go somewhere else.
Yes
Because you have to.
Horrible experience. They should send regular apologies and refunds to all existing customers.
Yes
No
No.
Mark Ventriglia | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
  • Zoho is able to create a full CRM experience at a competitive price to its users.
  • Lead profiles are easy to integrate with internal business activities and operate with ease on a daily basis.
  • Zoho support is very responsive and is able to diagnose issues in good time. Their initial response time ranges from 30 seconds (chat) to 10 minutes (email, phone).
  • Updating multiple leads is a trying task for Zoho. While you are able to generate lead lists and select individual leads you want to update, there is no way to do this on a rule basis. Still a very manual task.
  • Incoming leads which fall under the same "name" are duplicated. The system does not recognize when this occurs and you are forced to manually separate the duplicates internally.
  • Mass deletion on over 100 leads is not efficiently possible since you are only able to select 100 leads at a time. There is no mass deletion beyond 100 which requires you to manually delete 100 leads at a time per the rule you set.
  • While the reporting functionality is decent, there are multiple disconnects between the modules in which integrating data is difficult. For example, lead data and campaign data cannot easily be generated without combining reports.
  • The look, feel and usability of zoho seems to be more outdated than its competition such as Salesforce.
  • Automation, Automation, Automation
  • Unlike Salesforce, and more specifically Pardot, Zoho does not have drip technology in which automated lead nurturing applies. Instead, I need to develop a process in which sales reps were able to follow up correctly with a lead in due time. This process still is very manual compared to other technologies.
  • Going with the lack of automation, Zoho requires more back end work in order to move leads and other processes along. This in turn requires more time in process rather than sales outreach.
  • Positively, Zoho's overall cost structure is a lot cheaper than its competition which allows for funds to be freed up for other activities within the department.
It's 2013, I shouldn't be operating as though we are at the turn of the millennium. Nowadays, you get what you pay for and that's stands true with Zoho. In order to be competitive in today's market, you need tools which match today's technology. It's not by mistake that Salesforce is one of the leaders in this industry- people trust their system and it shows. When you are able to work more efficiently, internal business objectives get done faster and with more quality which allows you to spend time on the revenue generating initiatives.
This is contingent on where the colleague is in regards to company size. For fresh start-ups, zoho is one of the best bootstrapping techniques you can get. It's cost to use is without a doubt a good move for companies just getting off the ground. On the contrary for mid market to enterprise companies, this is unacceptable. If you have the funding, go get the best for your personnel - it will be worth it in the long run.
Responsive and knowledgeable. Unfortunately their lack of technology takes away from their helpfulness.
No
When trying to create a work around of a certain aspect of zoho's functionality, the support staff quickly diagnosed my problem and informed me that Zoho was unable to automate my issue.
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