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Zoho

Zoho CRM

Composite Score

8.8 /10

CX Score

9.1 /10

332 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 Data Quadrant Champion

Latest Award, 2025

2 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2025

2025 Emotional Footprint Champion

2025

Service Experience

2025

2024 Data Quadrant Champion

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 Champion

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 Champion

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

95 Plan to Renew

84 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.

+92 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?

2% Negative

5% Neutral

93% Positive

Pros

Fair
Reliable
Trustworthy
Acts with Integrity

Feature Ratings

Average 83

Collaboration

Lead Management

Sales Management

Customer Service Management

Activity and Workflow Management

Account and Contact Management

Analytics and Reporting

Marketing Management

Telephony and Call Center Management

Mobile

Quote Contract and Proposal

Vendor Capability Ratings

Average 82

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Quality of Features

Business Value Created

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

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

Muhammad F.

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

Validated Review

Verified Reviewer

Submitted Oct 2023

Effective Customer Management Tool

Likeliness to Recommend

9 /10

What differentiates Zoho CRM from other similar products?

Zoho is easy to learn and has built-in artificial intelligence offering a wide range of tools for contact management and customer communications. It allows to build and execute macros for repetitive tasks, or write your own custom functions. It simplifies complex data entry processes.

What is your favorite aspect of this product?

Zoho comes with all desirable features which a user may expect from a CRM software. It is allowing for multiple roles for users, easy to use, user friendly interface, flexible, facilitates macros for repetitive tasks, customizable dashboards and drag-and-drop modules.

What do you dislike most about this product?

Learning curve may be reduced if Zoho maintains rich video tutorial library, further customer service is not sufficiently responsive. Zoho CRM dashboard is not as robust as other competitors have further it has some bugs need to be resolved. Mobile app needs improvement like giving proper notification. Integration with external CRMs and third party systems are limited. Free and cheaper plans have lot of restrictions.

What recommendations would you give to someone considering this product?

Zoho CRM is a cloud-based 360 degree customer relationship lifecycle management solution that is simple, user friendly, intuitive, and cost effective. One can build his/ her own version of Zoho CRM, it facilitates making sell process smarter, automated, and faster, efficient management of contact and lead, email integration and detailed analytics.

Pros

Helps Innovate
Reliable
Enables Productivity
Trustworthy

Manoj K.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Ease of Customization. Easy to Implement

Likeliness to Recommend

9 /10

What is your favorite aspect of this product?

1) Ease of Customization 2) Report Templates

What do you dislike most about this product?

Product is excellent, but:- 1) Post purchase experience/support is not great 2) Service focus needs to improve, not just sales 3) Implementation is just a formality, that should be smoothened to Client's satisfaction

What recommendations would you give to someone considering this product?

Great Product, Easy Customization But, keep low expectations from post sales support or implementation angle

Pros

Helps Innovate
Continually Improving Product
Inspires Innovation
Includes Product Enhancements

Deepika T.

Role: Vendor Management
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Easy to use Cost effective User friendly

Likeliness to Recommend

9 /10

What differentiates Zoho CRM from other similar products?

Zoho CRM stands out by being user-friendly, affordable, and highly customizable. Unlike other products, it doesn't require a tech expert to set up or use. You can tailor it to match your unique business needs without coding. Zoho CRM also offers a wide range of integrated tools, like email, analytics, and social media, making it a one-stop solution. Moreover, it's cost-effective, even for smaller businesses. You get access to advanced features like sales forecasting and AI-driven insights without breaking the bank. In simpler terms, Zoho CRM combines ease of use, flexibility, and affordability, making it a top choice.

What is your favorite aspect of this product?

Easy customization Easy to use Cost effective Mobile application

What do you dislike most about this product?

Nothing , ZOHO CRM works fine for me

What recommendations would you give to someone considering this product?

Set the criteria and plan choose the plan make all documents prior set all of your requirement market research

Pros

Helps Innovate
Performance Enhancing
Unique Features
Saves Time

Zoho CRM

What is Zoho CRM?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Data Quadrant Champion

2025 Emotional Footprint Champion

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

2022 Data Quadrant Champion

2022 Emotional Footprint Champion

2021 Data Quadrant Champion

Zoho CRM Ratings

87 Likeliness to Recommend

95 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+92 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.

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

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.

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).

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

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

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.

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.

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.

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 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.

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.

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

Muhammad F.

Effective Customer Management Tool

Likeliness to Recommend

Pros

Manoj K.

Ease of Customization. Easy to Implement

Likeliness to Recommend

Pros

Deepika T.

Easy to use Cost effective User friendly

Likeliness to Recommend

Pros

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Feature Ratings

Collaboration

Lead Management

Sales Management

Customer Service Management

Activity and Workflow Management

Account and Contact Management

Analytics and Reporting

Marketing Management

Telephony and Call Center Management

Mobile

Quote Contract and Proposal

Vendor Capability Ratings

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Quality of Features

Business Value Created

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support