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Zoho CRM - Great value for small businesses
Updated September 21, 2021

Zoho CRM - Great value for small businesses

John Hinson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

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
  • 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.

Do you think Zoho CRM delivers good value for the price?

Yes

Are you happy with Zoho CRM's feature set?

Yes

Did Zoho CRM live up to sales and marketing promises?

Yes

Did implementation of Zoho CRM go as expected?

Yes

Would you buy Zoho CRM again?

Yes

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.

Zoho CRM Feature Ratings

9.7
Customer data management / contact management
10
Territory management
Not Rated
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
10
Quote & order management
Not Rated
Interaction tracking
10
Channel / partner relationship management
10
Customer Service & Support ()
Not Rated
10.0
Lead management
10
10.0
Task management
10
Reporting
10
10.0
Pipeline visualization
10
Customizable reports
10
8.7
Custom fields
10
Custom objects
Not Rated
Scripting environment
8
API for custom integration
8
10.0
Role-based user permissions
10
Single sign-on capability
10
7.0
Social data
7
8.0
Marketing automation
8
10.0
Mobile access
10

Using Zoho CRM

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

Evaluating Zoho CRM and Competitors

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.

Zoho CRM Implementation

Make sure you have certified Zoho partner helping you implement CRM!
  • Implemented in-house
  • Third-party professional services
Alderbest Solutions
Change management was minimal
  • 3rd party integrations that required custom codes

Zoho CRM Training

  • Online training
Online training is tough, but Zoho and their partners do a good job of explaining things.

Configuring Zoho CRM

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

Zoho CRM Support

Their support is very quick to respond and are always ready to hop on a screenshare to diagnose and solve problems.
ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
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.

Using Zoho CRM

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • Task management
  • Account management
  • Lead management
  • Blueprints
  • Workflow creation
Yes, but I don't use it

Zoho CRM Reliability

Integrating Zoho CRM

  • 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

Relationship with Zoho Corporation

Upgrading Zoho CRM