Zoho

Zoho CRM

Composite Score

8.7 /10

CX Score

8.9 /10

251 Reviews Write a Review

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What is Zoho CRM?

Zoho CRM gives you a 360-degree view of your complete sales cycle and pipeline. Identify trends, spot opportunities, increase efficiency, and reduce costs with the right answers. Zoho CRM is an online customer relationship management software for managing your sales, marketing, support in a single system. Zoho CRM helps businesses of all sizes build excellent customer relationships, with features like an inbuilt AI sales assistant, sales pipeline management, marketing automation, analytics, and more.

Company Details

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Awards & Recognition

Zoho CRM won the following awards in the Customer Relationship Management - Midmarket category

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2025 Emotional Footprint Champion

Latest Award, 2025

Service Experience

Latest Award, 2025

2024 Data Quadrant Gold Medalist

2024

2 Top Rated Capabilities

4 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Product Impact

2024

3 Top Rated Capabilities

6 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

2022

10 Top Rated Capabilities

11 Top Rated Features

2022

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2021 Data Quadrant Gold Medalist

2021

Zoho CRM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zoho CRM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

1
Since last award

94 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+90 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zoho CRM?

3% Negative

8% Neutral

89% Positive

Pros

Trustworthy
Fair
Acts with Integrity
Reliable

Feature Ratings

Average 83

Collaboration

Lead Management

Customer Service Management

Account and Contact Management

Activity and Workflow Management

Sales Management

Analytics and Reporting

Marketing Management

Telephony and Call Center Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Average 81

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Business Value Created

Ease of Customization

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Also Featured in...

Lead Management

Score 8.8

View Zoho CRM in this category (opens in a new tab)

Customer Relationship Management - Enterprise

Score 8.2

View Zoho CRM in this category (opens in a new tab)

Zoho CRM Reviews

Andrew A.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2025

Easy to use, great features and affordable.

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

User friendly interfaces requiring minimal training and enhancing ease of learning and use.

What is your favorite aspect of this product?

Ease of use.

What do you dislike most about this product?

Nothing so far.

What recommendations would you give to someone considering this product?

Highly recommended

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Aarav-Guță B.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2025

Enhancing Efficiency and Customer Relationships.

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

The key difference between Zoho CRM and other CRM platforms lies in its level of customization and pricing structure. While many CRM tools offer basic features, Zoho CRM provides extensive customization options, allowing businesses to tailor the system to their specific needs. Additionally, Zoho CRM is known for its cost-effectiveness, especially for small to medium-sized businesses, with a range of affordable plans. In contrast, some other CRMs, like Salesforce, may offer more advanced features but at a higher price, making Zoho CRM a more budget-friendly choice without sacrificing essential functionality.

What is your favorite aspect of this product?

The main advantage of Zoho CRM is its ability to centralize customer data, helping businesses improve customer relationships, sales efficiency, and decision-making. It offers customizable features, automation tools, and powerful analytics that streamline processes, reduce manual tasks, and enhance team collaboration. Additionally, its integration with other Zoho apps and third-party tools allows businesses to create a seamless workflow, ultimately boosting productivity and customer satisfaction. Its affordability and scalability make it an ideal solution for both small and large businesses.

What do you dislike most about this product?

One disadvantage of Zoho CRM is its steep learning curve, particularly for new users who may find the extensive features and customization options overwhelming. Additionally, some users report that the interface can be less intuitive compared to other CRM systems, and customer support may not always be as responsive as expected.

What recommendations would you give to someone considering this product?

Overall, Zoho CRM is a robust and affordable solution for businesses looking to manage customer relationships, streamline sales processes, and improve efficiency. With a wide range of customizable features, automation tools, and powerful integrations, it caters to both small and large businesses. While it may have a learning curve and some interface challenges, its scalability and cost-effectiveness make it a strong choice for companies aiming to enhance their customer relationship management without breaking the budget.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Kathy F.

Role: Sales Marketing
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2024

Great product, Automation needs work

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

So easy to use and more stable than other CRMs that we use.

What is your favorite aspect of this product?

Intuitive and it is easy to train new employees on it.

What do you dislike most about this product?

The automation is frankly not as robust as it needs to be. We have to use a different software for our follow ups.

What recommendations would you give to someone considering this product?

Overall an excellent software

Pros

Respectful
Helps Innovate
Performance Enhancing
Effective Service

Zoho CRM

What is Zoho CRM?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2024 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2021 Data Quadrant Gold Medalist

Zoho CRM Ratings

86 Likeliness to Recommend

1 Since last award

94 Plan to Renew

1 Since last award

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+90 Net Emotional Footprint

How much do users love Zoho CRM?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Lead Management Track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact/lead nurturing.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Account and Contact Management Customizable records with customer demographic information, account history, and billing information.

Activity and Workflow Management Text or code-based and visual workflow designers.

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Telephony and Call Center Management Computer-telephony integration for bringing call info into the CRM suite. Advanced call recording, scripting, queuing, and Interactive Voice Response (IVR).

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Also Featured in...

Lead Management

Customer Relationship Management - Enterprise

Zoho CRM Reviews

Andrew A.

Easy to use, great features and affordable.

Likeliness to Recommend

Pros

Aarav-Guță B.

Enhancing Efficiency and Customer Relationships.

Likeliness to Recommend

Pros

Kathy F.

Great product, Automation needs work

Likeliness to Recommend

Pros

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Feature Ratings

Collaboration

Lead Management

Customer Service Management

Account and Contact Management

Activity and Workflow Management

Sales Management

Analytics and Reporting

Marketing Management

Telephony and Call Center Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement

Business Value Created

Ease of Customization

Ease of IT Administration

Ease of Data Integration

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Vendor Support