Item: Zoho CRM
Rating: 8
Author: Matthew Rodham

Use Cases and Deployment Scope

CRM for the whole group; creating a database of prospects, opportunities and customers. The product in question addresses GDPR concerns as well as logs customer/client opt-ins/outs etc. Extremely user friendly and access to ongoing support

Pros and Cons

Intuitive design for sales journey
Customer mapping and automation
GDPR compliance and rule setting

Automation options could be more straightforward for new users
A link to organisations' websites to access visitor info would be be useful
A more simplified call/meeting logging system with less mandatory inputs

Return on Investment

ROI because of the visualisation of the sales pipeline over time
Prospect - sales journey planning leading to higher conversation rates
Number of deals completed as risen since implementing Zoho

Product Scalability

The simple and clean user interface and intuitive actions that can be assigned to various members of the team make the solution scalable for most organisations. Much of what Zoho has to offer can also be customised to highly specific situations

Zoho Customer Experience

From a sales point of view, Zoho has helped manage the touchpoints throughout a customers' experience with us - from a stranger all the way to a customer, including retention initiative. These would not have been possible without Zoho's implementation into our group

Alternatives Considered

HubSpot CRM, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) and Relenta CRM

Zoho is very similar in my experience to HubSpot CRM; it's arguable that it falls slightly short of the standard that HubSpot does. Having said that, for most organisations I would imagine that the capabilities of Zoho would be more than enough, for a number of reasons. Others such as RCRM and Dynamics don't have the UI that HubSpot and Zoho can boast

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?

Yes

Would you buy Zoho CRM again?

Yes

Other Software Used

Relenta CRM, 8x8 Contact Center, HubSpot CRM

Likelihood to Recommend

For looking after a customer database including clients, prospects and ongoing deals Zoho is ideal. It helps your team to forecast deal amounts, closing dates and progress. As well as the nitty gritty such as managing individual prospects for lead generation initiatives. It's less well rounded than HubSpot's CRM that seems to be more all-encompassing

Zoho: a highly recommended CRM solution for all!

Software Version

Overall Satisfaction with Zoho CRM