Zoho

Zoho CRM

Composite Score

8.8 /10

CX Score

9.1 /10

320 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.

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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 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

2
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award

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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

Trustworthy
Fair
Acts with Integrity
Security Protects

Feature Ratings

Average 83

Collaboration

Lead Management

Customer Service Management

Sales 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

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Ease of IT Administration

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

Also Featured in...

Lead Management

Score 8.8

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Customer Relationship Management - Enterprise

Score 8.2

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

Zoho CRM Reviews

Emily F.

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

Validated Review

Verified Reviewer

Submitted Sep 2024

User-friendly and reliable CRM

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

The way it offers us a structured pipeline is amazing and also we can track leads for conversations. Its dashboard is well organized, the interface is user-friendly and all functionalities are easy to access. I really appreciate the way it is working and providing services.

What is your favorite aspect of this product?

It is easy to customize this tool without technical expertise. The automation of the sales process is outstanding specifically follow up emails and updating records. I have been using this tool from years and now I have become an expert of using its all features. Its customer support is also providing good technical assistance. I appreciate its team which keeps on updating its features. Moreover, it is an affordable CRM platform.

What do you dislike most about this product?

All features are working well so there is nothing negative about this tool. I am satisfied with its user-friendly service.

What recommendations would you give to someone considering this product?

It is a reliable CRM platform. I would highly recommend this, you will surely love it because of the way Zoho is organized I do not think there would be any other tool that could be this perfect.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Effective Service

Seemaa P.

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

Validated Review

Verified Reviewer

Submitted Aug 2024

Great to use, time saving

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

Zoho CRM offers extensive customization options, allowing users to tailor the CRM to fit their specific business processes. This includes customizable modules, fields, layouts, and workflows, which can be adapted to meet unique needs and preferences.

What do you dislike most about this product?

One aspect of Zoho CRM that some users find challenging is its complexity and learning curve. Due to the extensive customization options and robust feature set, new users may initially feel overwhelmed. Navigating through all the settings and configurations to get the CRM set up exactly right can take time and effort.

What recommendations would you give to someone considering this product?

while Zoho CRM is generally known for its affordability, add-on costs for advanced features or integrations can add up, potentially impacting the overall cost-effectiveness if many additional functionalities are needed.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Himaanshu L.

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

Validated Review

Verified Reviewer

Submitted May 2024

Easy to use, superb features, cost effective

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

Simple to use, no complexity and features

What is your favorite aspect of this product?

Client record management

What do you dislike most about this product?

In some customizations

What recommendations would you give to someone considering this product?

Must try it for clients relationship

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Zoho CRM

What is Zoho CRM?

Company Details

Book a Free Demo Today!

Awards & Recognition

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

2 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

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.

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

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

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.

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.

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.

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

Emily F.

User-friendly and reliable CRM

Likeliness to Recommend

Pros

Seemaa P.

Great to use, time saving

Likeliness to Recommend

Pros

Himaanshu L.

Easy to use, superb features, cost effective

Likeliness to Recommend

Pros

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Feature Ratings

Collaboration

Lead Management

Customer Service Management

Sales 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

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Ease of IT Administration

Ease of Data Integration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support