Zoho

Zoho CRM

Composite Score

8.7 /10

CX Score

8.9 /10

239 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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2024 Data Quadrant Gold Medalist

Latest Award, 2024

2 Top Rated Capabilities

4 Top Rated Features

Latest Award, 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.

87 Likeliness to Recommend

93 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.

+89 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

9% Neutral

88% Positive

Pros

Acts with Integrity
Reliable
Trustworthy
Fair

Feature Ratings

Average 83

Collaboration

Lead Management

Customer Service Management

Activity and Workflow Management

Account and Contact 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

Breadth of Features

Usability and Intuitiveness

Business Value Created

Product Strategy and Rate of Improvement

Ease of Customization

Ease of Data Integration

Ease of IT Administration

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

Parimal D.

Role: Student Academic
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Seamless experience

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

The platform's AI assistant, Zia, adds a smart touch by providing predictive insights and automating tasks. With robust reporting, mobile accessibility, and user-friendly design, Zoho CRM offers a comprehensive solution for businesses of all sizes. Its global presence, workflow automation, and supportive community make it a compelling choice in the CRM landscape.

What is your favorite aspect of this product?

The collaborative nature of the software powers the whole team and makes work feel seamless.

What do you dislike most about this product?

The cultured UI sometimes feels overwhelming.

What recommendations would you give to someone considering this product?

Evaluate your requirements first, and evaluate the software as the requirements.

Pros

Effective Service
Fair
Security Protects
Continually Improving Product

Pam V.

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

Validated Review

Verified Reviewer

Submitted Nov 2023

Zoho was great to use, very easy.

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

Zoho is great for staying in touch with clients, tracking, etc.

What is your favorite aspect of this product?

Ease of use.

What do you dislike most about this product?

I liked everything about Zoho.

What recommendations would you give to someone considering this product?

Try it and see if you like it. Any technology is worth trying!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Eduardo R.

Role: Vendor Management
Industry: Technology
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Nov 2023

Versatile and accessible

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

The extensive customization capacity has allowed me to adapt the CRM to the specific processes of my business, ensuring that the system truly reflects our unique operational needs. Sales automation is another feature I highly value; It has simplified repetitive tasks and improved the efficiency of our sales team.

What is your favorite aspect of this product?

My favorite aspect of this product is definitely the advanced customization it offers. It allows me to fine-tune modules, fields, and workflows exactly how I need them for my business, making it feel like a custom-built solution for my specific processes.

What do you dislike most about this product?

While integrating Zoho CRM with other Zoho apps is generally seamless, there could be certain challenges or limitations when integrating with third-party apps that are not part of the Zoho ecosystem, which can sometimes complicate workflows if you rely on external tools. .

What recommendations would you give to someone considering this product?

Plan your implementation, Zoho CRM is highly customizable, which is great, but it also means you have to spend time setting it up correctly. Think about your sales, marketing and customer service structure and how you want the CRM to improve these processes.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Zoho CRM

What is Zoho CRM?

Company Details

Book a Free Demo Today!

Awards & Recognition

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

87 Likeliness to Recommend

93 Plan to Renew

1 Since last award

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 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.

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

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

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.

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.

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.

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.

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.

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

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

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

Parimal D.

Seamless experience

Likeliness to Recommend

Pros

Pam V.

Zoho was great to use, very easy.

Likeliness to Recommend

Pros

Eduardo R.

Versatile and accessible

Likeliness to Recommend

Pros

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1
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Feature Ratings

Collaboration

Lead Management

Customer Service Management

Activity and Workflow Management

Account and Contact 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

Breadth of Features

Usability and Intuitiveness

Business Value Created

Product Strategy and Rate of Improvement

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Vendor Support