1. Home
  2. Customer Relationship Management (CRM) Software
  3. Zoho CRM Reviews
  4. User Review of Zoho CRM
Avoid for your own sanity and ROI
August 22, 2021

Avoid for your own sanity and ROI

Max Pollak | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho CRM

We used Zoho CRM to manage our database for ourselves and our clients. It was used by our sales team and to some extent our marketing team. We were able to add information and track certain information. It allowed our sales team to monitor the statuses of users and prospects. We linked it with SalesIQ and Zoho Forms so we were able to then track form submissions and user behavior as well which we were able to use on our calls with prospects and existing customers.
  • Maintain customer data/information.
  • Provide a timeline of activity within the profile.
  • [In my experience] their support is awful.
  • [I think] the interface is outdated and hard to use.
  • [I think] their pricing is WAY overpriced.
  • What is included or expected from a CRM costs extra for Zoho, and Zoho is already much more expensive than other tools.
  • Negative ROI.
  • Negative user experience and employee satisfaction.
While you were able to use the tool, it wasn't easy. [I think] they made the interface outdated and clunky. There were a lot of extra things that were unnecessary. They also make it take several steps in order to actually get to where you want to go. Instead of making things easy to find, they hide them under settings. Like Workflow and Automations, for example. Something you'd want easy access to, you have to go hunting for.
[I think] Zoho is awful compared to all of the competition. I used it because we inherited it from clients as well as our internal systems. Shortly after I joined we got rid of Zoho and switched to a much better platform and we were able to grow our business exponentially. I do not have any insight into why it was selected originally.

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

No

Are you happy with Zoho CRM's feature set?

No

Did Zoho CRM live up to sales and marketing promises?

No

Did implementation of Zoho CRM go as expected?

Yes

Would you buy Zoho CRM again?

No

Zoho CRM is not well suited for any company in my opinion. There are much better tools out there that cost a fraction of the cost, have much better support, implementation, and nearly everything else. I guess if this is your first CRM, then it's not awful since you have no expectations or anything to judge against.

Zoho CRM Feature Ratings

2.0
Customer data management / contact management
1
Workflow management
1
Territory management
1
Opportunity management
1
Integration with email client (e.g., Outlook or Gmail)
5
Contract management
6
Quote & order management
1
Interaction tracking
1
Channel / partner relationship management
1
2.0
Case management
1
Help desk management
3
3.5
Lead management
6
Email marketing
1
1.7
Task management
3
Billing and invoicing management
1
Reporting
1
1.0
Forecasting
1
Pipeline visualization
1
Customizable reports
1
3.0
Custom fields
6
Custom objects
1
Scripting environment
4
API for custom integration
1
7.5
Role-based user permissions
9
Single sign-on capability
6
2.0
Social data
2
Social engagement
2
1.0
Marketing automation
1
Compensation management
1
6.0
Mobile access
6

Zoho CRM Support

Their live chat was OK. They often just did the work themselves since they know what they were doing and how to use the system. Instead of walking us through how to do things they just did them for us, partially because it was probably easier for them to just do it and not teach us, but also because it's impossible to do on your own. Getting a hold of anyone NOT via live chat was impossible.