Zoho CRM

Zoho CRM review

Find out everything you need to know about the Zoho CRM software in this comprehensive review. Learn about the features, functions, and pricing options so that you can decide if it is the right fit for your business.

Zoho CRM is a comprehensive CRM software that helps businesses manage customer data and interactions effectively. It offers several features, such as customer management, sales management, marketing automation, and support and collaboration. Zoho CRM is easy to use and can be customized to meet the needs of businesses of all sizes. If you are looking for a comprehensive and affordable CRM solution, Zoho CRM is definitely worth considering. With a wide range of features and functions, it is a great choice for small businesses and large enterprises alike.

For many years, Zoho CRM has excelled in our customer relationship management (CRM) comparisons. Although it's one of the most well-known brands for small to medium enterprises, Salesforce Lightning's feature set rivals that of the majority of enterprise-grade CRMs (except for gargantuan platform packages, which aren't eligible for Editors' Choice). The major development for 2022 is Canvas, Zoho's new drag-and-drop interface editor, which enables CRM customization without the need for programmers or consultants. In other words, a great CRM solution simply got better and is still an Editors' Choice.

Rating stars
Ease of Use
Quality of Support
Ease of Setup
Ease of Setup

What is Zoho Customer Relationship Management and what does it do

Businesses can increase client connections and retention by using Zoho CRM. It enables an international network of more than 250,000 companies of all sizes in 180 countries to convert more leads, interact with customers, and increase their revenue. Zoho CRM reviews for real estate have been using Zoho CRM for four years now, and it has been a rewarding journey.

The recently introduced Canvas feature in the product allows users to build a customized instance that adheres to their unique needs and preferences, adding even more value and creativity. This is a knowledge that any enterprise's CRM system needs to be as diverse and adaptable as the clients it serves.

Customers of Zoho CRM have observed the following results:

  • An increase of 26% in customer retention rates
  • Purchase volume increased by 47% with nurtured leads.
  • Costs associated with customer service dropped by 40%
  • An increase of 47% in customer satisfaction scores
  • Costs of sales and marketing fell by 23%.

With the aid of Zoho CRM, sales representatives can shorten lengthy enterprise buying cycles, connect with key decision makers, and forge enduring client connections.

Zoho CRM features and benefits

Zoho CRM is an excellent CRM solution that offers a wide range of features and customization options. It is easy to use and can be adapted to meet the needs of businesses of all sizes. Zoho CRM is a great choice for businesses that are looking for a comprehensive CRM solution.

Sales Force Automation Features

Thanks to Zoho, you can still have smooth customer relationships even though you don't have a designated person to do the job.

  • Management of contact information and customer data
    The program serves as a central repository for all client information and gives users quick access to it. Zoho CRM is such an easy-to-use CRM, it's an ideal pick for startups and small businesses that need client and contact management, along with sales forecasting and marketing automation features.
  • Workflow Automation
    Some aspects of the sales process, such as sending emails, updating contact information, and adhering to approval procedures, are automated with the use of the software. Zoho CRM can't do without integrating with Zoho campaigns.
  • Management of a territory
    Customers' or markets' characteristics might be used to determine salesperson territories.
  • Possibility management
    Users can generate quotes and track deals.
  • Syncing with an email client (e.g., Outlook or Gmail)
    Users have the option to log emails, create contacts, and create events from within their inboxes.
  • Order and quote management
    Users are able to produce, handle, and complete price quotes and sales transactions.
  • Tracking interactions
    Through any channel, including social media, email, phone, and in-person interactions, users can record and monitor all consumer interactions.
  • Management of relationships with channels and partners
    The software enables the management of sales, territories, leads, orders, and accounts for partnerships with OEMs.

Customer Service & Support Features

The help desk, call center, and field service management processes are automated by this CRM software component.

  • Managing cases
    This covers the generation, routing, escalation, and resolution of incidents and tickets.
  • Administration of call centers
    This contains functions like call list management, call routing, call recording, call monitoring, auto-dialing, and scripting.
  • Help desk supervision
    This covers service level agreement (SLA) management, knowledge bases, self-service, and trouble tickets.

Marketing Automation Features

This CRM software feature aids in the automation and scalability of marketing duties as well as the subsequent analysis of such efforts.

  • Lead management
    Lead generation, scoring, qualifying, routing, and nurturing are all included in this.
  • Email advertising
    This requires having the ability to email large groups of people depending on specific criteria.

CRM Project Management Features

Users can begin, plan, collaborate on, carry out, track, and close projects with the aid of this CRM software component.

  • Project management
    Task planning, tracking, collaboration, and reporting are all included in this.
  • Management of invoices and bills
    Billing and invoice creation are both automated in this.
  • Reporting
    A wide variety of standard reports are available, and reporting software also lets you create unique reports.

CRM Reporting & Analytics Features

Sales forecasting, pipeline analysis, and automated dashboards are all part of the reporting and analytics of CRM software.

  • Forecasting
    Based on volume and conversion indicators, the software aids users in accurately forecasting sales.
  • Depiction of a pipeline
    Users may see the whole sales pipeline to see trends, gauge how well the sales funnel is working, and make adjustments.
  • Adaptable reports
    Users can design dashboards and reports specifically for their requirements. You'll also be able to create custom reports (but you're limited to 100), data analysis of key performance indicators (KPIs), and automation of marketing campaigns.

Customization Features

This relates to an organization's capacity to modify the software to suit its unique use case and process. A feature-rich solution, enhancing productivity with advanced customization and automation.

  • Custom fields
    Users can construct custom fields to hold extra data on both common and uncommon objects.
  • Customized items
    Users can design their own record types, link them to both common and unique objects, and use them to hold data that is particular to their organization.
  • Setting for scripting
    Technical users can create, execute, and test scripts using a standard or vendor-specific programming language that automates routine processes or business rules.
  • A custom integration API
    Application programming interfaces (APIs) offer a common programming interface for linking external systems to the software so that such systems can create, access, update, and/or delete data.

Security Features

By limiting access to the software and its data and promoting best practices among users, this component aids a business in reducing security risks.

  • Based on a user's role
    The complexity of administration is decreased by assigning roles, which are subsequently given to users, with permissions to conduct actions, access, or alter data.
  • A single sign-on feature
    A centralized authentication technique supported by the software system enables users to log into numerous systems using a single, centrally controlled password.

Social CRM Features

This CRM software component aids businesses in using social media to engage with customers.

  • Social data
    Data and conversation histories from clients' social profiles can be incorporated into the software. Additionally, this can incorporate improved listening capabilities like sentiment analysis.
  • Social interaction
    Through social media, the program can facilitate and monitor client participation.

Third-party integrations Software Features

This has to do with how well the CRM software can interface with other systems, both internal and external.

  • Automation in marketing
    Software for marketing automation such as Eloqua, Marketo, or Pardot can be integrated with the program.
  • Compensation administration
    The software can be integrated with sales commission or compensation management programs like Xactly Incent or IBM's Varicent.

Platform Features

  • Portable access
    Users can utilize the distinct features of mobile devices, such as GPS and voice, by accessing the CRM system via a mobile or tablet device.

Zoho CRM Benefits:

  • Zoho CRM is easy to use and can be customized to meet the needs of businesses of all sizes.
  • Zoho CRM offers a wide range of features, such as customer management, sales management, marketing automation, and support and collaboration.
  • Zoho CRM is a great choice for businesses that are looking for a comprehensive CRM solution.
  • Zoho CRM's paid plans include email templates, mass email campaigns, and tracking performance metrics such as open rates.
  • Zoho CRM enables you to gather data from web forms and scrape social media sites.

Compare the best CRM software with Zoho

Small and medium enterprises have been the focus of Zoho's attention since its founding in 2005. Hence, they are capable of assisting your business in reaching your desired level of growth. It is among the best CRM software solutions because of how simple it is to use. Even without a defined employee, you can still maintain positive client interactions with the help of Zoho. This program is simple to use and includes everything you need to keep your clients satisfied.

Another factor in Zoho's success on our list is its adaptability. It works for a wide range of businesses in a wide range of industries. Additionally, Zoho is user-friendly because of its layout, which puts the most crucial functionality on the home screen. This makes it simpler for you to get access to the data you need. Another advantage of Zoho is its pricing; it is more affordable than other CRM rivals and hence more accessible to small- and medium-sized organizations. Check out the other CRM software choices that made our top list if you discover that Zoho is not the ideal choice for your business.

The pros and cons of using Zoho CRM

There are benefits and drawbacks to every product available on the market. While we believe that Zoho CRM has more benefits than drawbacks, it is still necessary to talk about both so you are aware of what you stand to gain from using it as well as some potential pitfalls.

The Good

Easy to Set Up: Zoho makes installation and setup simple and uncomplicated right out of the box. It is therefore the best option for small to medium-sized teams looking for a tool they can use right away. without having to waste time installing, implementing, and troubleshooting.

Setting up Zoho CRM requires little effort, even if you don't have an internal tech team. Every step of the process is covered in the step-by-step manual that is provided, and it is made simple so you won't have to fuss with difficulties. You'll probably start with the foundation of your setup and add extensions and integrations later to customize it and make it the most useful for the particular needs of your organization.

Simple to Use: Zoho CRM is incredibly simple to use once it has been configured. This software requires little to no training to learn how to use it, in large part because of the user interface. The Home page displays all open jobs, leads for the day, money by stage, sales closing that month, and other information.

Although the design is simple, we enjoy that it lets you concentrate on the important things. Its ease of use is due to its simplicity. Use the straightforward navigation bar at the top to go between pages. It has options for Leads, Contacts, Accounts, Deals, Activities, Reports, Analytics, and more.

Flexible: Every organization has a different set of requirements for CRM software, and Zoho offers flexibility that makes it suitable for a wide range of different enterprises.

Additionally, Zoho offers a wide range of customization options. Through the Zoho Marketplace, you can add extensions and integrations to enhance many different aspects of your business, including productivity, sales, and financial management. Most (but not all) of the Zoho extensions are free and don't need to be programmed to work with your current system.

Video Guides: Implementing all of the features and customization options available in Zoho CRM might be challenging. Their free internet videos are helpful in that situation.

For you to take advantage of the customization choices and make the setup of your Zoho exactly what your organization requires, these videos present how-tos for everything from interlinking modules to handling data processing bases.

Mobile App: The majority of what you can do on your laptop is possible using Zoho's mobile app should you need to use CRM software while on the go. The user-friendly design keeps things simple enough to avoid being overwhelming.

When there is no network access to connect to, you can still work. You can view leads that are close to where you are right now thanks to the location feature, and the app makes it easy to close deals.

Great Value: Zoho offers a variety of price options, including the Free Edition, which has no expenses and no responsibilities. There are a maximum of three users who can use the free option. Many options provide a ton of extra features and add-ons if you switch to a paid plan. To learn more about the specific plans and their costs, keep reading.

The Bad

Free And Budget Versions Don't Offer Much: Although the free version is a terrific starting point, what you get with no financial obligations won't get you very far. The more expensive pricing plans are the only ones that include many of the capabilities that Zoho offers.

Even the $12/month Standard package only offers a few things. Although the more feature-rich Professional version, which costs $20/month, isn't all that much more expensive, Zoho falls short if you're looking for a free or entry-level subscription with every feature you could need.

Consumer Assistance Wait Periods: There is a significant probability that queries will come up as you use a product like Zoho CRM that has countless alternatives for add-on capabilities. Even though we've just discussed the video part, sometimes you just need a live person to talk to in order to solve a problem. This is where Zoho struggles, to be honest.

Users have frequently complained about spending more than ten minutes on wait and/or undergoing numerous transfers to get a simple question answered. Not necessarily a deal-breaker, but also not enjoyable. It's worth noting that while most reviews of Zoho CRM are positive, some customers aren't satisfied with Zoho's customer support.

Zoho CRM Pricing and Options

As was already noted, Zoho is affordable for all organizations, regardless of size or budget, thanks to a few different pricing plan alternatives. Even though the lower plans have more restrictions on what you can do with the program, they are still a fantastic starting point for implementing CRM software in your business. Zoho CRM software is designed for a variety of business models and sizes. With plenty of integrations and options, this platform is best used within the Zoho ecosystem of software products.

Up to three users may use the free plan. Anything above that places you in the following price range. You get to lead, contact and account management functions as well as reports and analytics with the free edition.

Zoho Standard

Zoho CRM cost varies according to different plans. You receive more benefits from Zoho's initial paid level than from its free one. It costs $12 per month if you pay for the entire year or $18 per month if you pay every month.

But that cost is per customer. Zoho costs $24 per month for a full year paid in advance, or $36 per month month-to-month if you have two employees using it.

This is simple to overlook but has a significant impact on your monthly cost. If your business is small, you should limit the number of users on Zoho and grant access to only those who 0require it.

With this Zoho level, you receive everything that the free plan provides along with scoring rules, email analytics, and a lot more customization options across the board. This is essential if you want Zoho to meet your unique demands rather than the standard needs provided by the Free Edition. The database size for the Standard plan is capped at 100,000 records.

Zoho Professional

You gain access to some important features when you upgrade to the Professional plan, which can greatly benefit your business. This plan offers all the features of the Standard plan in addition to inventory control, Google Ads integration, and process management using Zoho.

With an annual plan, the Professional plan costs $20 per month per user, and a monthly plan costs $30 per month per user.

Zoho Enterprise

The Enterprise plans could be able to meet your needs if the aforementioned options can't. This strategy is intended for small- to medium-sized firms that are on the larger side. It offers a variety of extra features in addition to what the Professional level offers.

One is customer, vendor, and partner portals with multiple users. Additionally, it delivers Zia AI, an AI assistant that makes forecasts and recommendations. You'll adore the Command Center, which enables you to tailor the client experience.

Enterprise is the best option if you want more customization possibilities. You can alter page layouts, modules, buttons, web tabs, and more at this level. You also have the option to create and share original apps.

For an annual contract, this plan costs $35 per month per user, and for a monthly contract, it costs $45 per month per user.

Zoho Ultimate

The Ultimate package is what you need to use Zoho to its full potential. This plan offers more than the Professional plan does in terms of features. You also get Zoho Analytics at this level, which opens up a whole new universe of possibilities and data. You may use Zoho Analytics, self-service business intelligence, and data analytics application, to view and analyze your data in a variety of creative ways.

Greater storage capacity, far more sophisticated customizations, and data enrichment are all features of Zoho Ultimate. When you choose this level of Zoho, you also get a free 30-day trial.

Your business will have to pay either $45 per month per user on an annual basis or $55 per month per user for the Ultimate plan.


Zoho CRM is an excellent CRM solution that offers different features and customization options. It is easy to use and can be adapted to meet the needs of businesses of all sizes. Zoho CRM is a great choice for businesses that are looking for a comprehensive CRM solution. Zoho CRM offers a free trial and pricing plans starting at $12 per month per user. Zoho CRM is an excellent CRM solution that businesses should consider.