Item: Zoho CRM
Rating: 7
Author: Andre Brown

Use Cases and Deployment Scope

We use Zoho CRM for lead tracking and relationship management. It serves as a central source of information on prospects and those who eventually become clients. Zoho tools are useful since there [is] a wide range of tools available, reducing the need for multiple subscriptions. It is primarily used by the sales and support teams.

Pros and Cons

Lead management.
Prospecting.
Relationship management.
Customer database.

The Zoho CRM administrative side could use some work. It's complex to administer.
While Zoho CRM has many tools, it seems that they all have settings spread in different places.
The sheer number of tools can be overwhelming.

Return on Investment

Zoho has allowed us to increase our lead tracking.
Zoho reduces the friction between lead generation and sales.
Zoho provides an easy to use central database of customers.

Usability

Zoho CRM is very functional, but it can get complicated. It is not always clear where you go to customise settings. The settings screens have so many options. And when you're managing multiple tools, it is not clear which settings screens will contain the changes that you want to make.

Product Configurability

Zoho CRM seems very configurable. However, because there are so many options, it can be overwhelming. For what it does, it is very useful. However, I think the team will need someone dedicated to Zoho CRM to know where everything is and to support other team members. Even for technical users, it can be difficult to know or remember where everything is.

Alternatives Considered

Vtiger

Zoho CRM, which started as a commercial product, is more polished than Vtiger. However, for an organization that is looking to save costs, Vtiger might appear to be a better choice. However, you will need a technical person to set up and manage Vtiger unless you go with the new cloud version.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Zoho CRM again?

Other Software Used

Zendesk Sell (formerly Base CRM), Freshworks CRM (formerly Freshsales)

Likelihood to Recommend

Zoho CRM is great for a small team who does not want to have to go shopping around for different tools for different purposes. If they get Zoho CRM, they will have everything that a small company needs, and there will be many tools to add if they grow. For example, they can start out with email and CRM and add HelpDesk when they need to manage growing customer requests.

Zoho is One-Stop Shop with some complexity

Software Version

Overall Satisfaction with Zoho CRM