Overall Satisfaction with Zoho CRM
The tool helps us manage our lead generation and Sales pipeline in its entirety.
- Lead management.
- Reporting.
- Dashboards.
- Customization of reports.
- Reports need to connect multiple modules.
- Dashboard does not have many options to depict graphs and compare 2 reports.
- Cost of ownership.
- The migration process was easy and smooth.
- Training was easy however we did that in-house.
- Customer service, account management is quite poor.
- Tech support is also poor especially when we discuss custom field management.
This is an area that is new to us as well as we primarily use Zoho for lead generation and sales pipeline management. This is something we have started using this year and we hope to leverage this feature towards enhancing our customer experience and control churn in the process and upsell into accounts as well.
Salesforce is what we were using before we moved to Zoho and primarily was due to lack of support and especially lack of local support. We evaluated Freshworks CRM as well and they came a close second except for the reporting and analytics functionality and the limited options to customize dashboards and reports alike to cater to our internal requirements.
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 Feature Ratings
Evaluating Zoho CRM and Competitors
Yes - Zoho replaced the Salesforce CRM and the reason we did that was lack of support and also the lack of support that was locally available for us to reach out on a real-time basis.
- Price
- Product Features
- Product Reputation
Price was one aspect and functionality that gave ROI for the investment that lacked in the other CRM.
I would evaluate the service aspect and build clauses for downtime and build response time SLAs as this inconveniences us the most. I would also opt for specialized tech support and not entry-level and we use a lot of custom fields and have a dedicated customer experience manager who connects regularly to understand challenges and address the same. I would build all of this into the contract.