Item: Zoho CRM
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Zoho CRM is by far the best bang for your buck CRM software. It offers an excellent variety of of out-of-the-box- features as well as customization tools to create a more bespoke CRM. Of course, no CRM is 100% perfect and in our case, it took about 2 years of working with their tech support to create something very close to what we need. Even today, as we figure out better ways to run the company this leads to us having to change and tweak our CRM. Overall, we've found the tech support team to be very available and also very helpful as solving our issues. In addition to the CRM we also use Zoho Campaigns (email service) and Zoho Forms (web forms) that all nicely tie into our CRM.

Pros and Cons

Properly track leads, contacts, opportunities.
Scoring within CRM as well as additional scoring emails.
User interface (GUI) is well designed and easy to use.

Some more time is needed to bring together all the separate platforms (CRM, campaigns, mail, etc.).

Return on Investment

Allowed us to report on sales data. This forces sales members to enter in good and clean information into Zoho. Without it, the reports will show that a sales member is lacking even though they are not, they just haven't entered in the info to CRM.

Usability

Every CRM takes some time to get used to, Zoho CRM is no different. However, I find the user interface to be easy to use and there are lots of help topics online explaining how to access certain sections. One issue is that some of these help topics can be very out of date.

Product Configurability

Very configurable. Takes time to know exactly how you want it to work but we've found their tech support to be very helpful in customizing the system to our needs with a bunch of custom fields.

Alternatives Considered

SAP CRM

SAP is a beast, trying to be everything for everyone. Zoho is more focused and simplified. However it has a good balance between the ability to customize it enough so it can do what you need it to do but not too much that it becomes out of scope and riddled with complexity.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zoho CRM go as expected?

I wasn't involved with the implementation phase

Would you buy Zoho CRM again?

Yes

Likelihood to Recommend

Small- to mid-sized companies will save a lot of money using Zoho CRM. Tracking of emails (Outlook for us) is actually really good. Each lead/contact within Zoho CRM has a direct link to all the emails sent out of Outlook. It also links to all the campaign eblasts sent via Zoho Campaigns. Very handy to see what the Sales team is saying to customers as well as which eblasts they have received and viewed.

The best value CRM out there.

Software Version

Overall Satisfaction with Zoho CRM