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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

Eric G.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2023

Features are fantastic.

Likeliness to Recommend

9 /10

What differentiates Zoho CRM from other similar products?

Workflow automation and follow up. Cross-platform as can be accessed over web across various devices. Integration with 3rd party applications.

What is your favorite aspect of this product?

Great customer support. Great dashboards and UI Great analytics and reporting.

What do you dislike most about this product?

Record fetching and updating is not easy.

What recommendations would you give to someone considering this product?

A must have tool for workflow automation and customer management.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Anneka L.

Role: C-Level
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

Zoho makes everything simpler.

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

As a member of the sales and customer support teams, I found Zoho CRM to be an invaluable tool for keeping track of important customer data, from contact info to problem areas.

What is your favorite aspect of this product?

Perhaps it's because we'd never used a proper sales process or customer relationship management system before implementing Zoho, but we were pleasantly surprised by how powerful and flexible it is. We utilize CRM functions to keep track of customers, but our favorite use for them is in managing promotions (our sales pipeline). This makes it simple to move people along the process, view how long they've spent in a given column, etc. You can make changes to the process, such as adding or renaming columns, in Zoho. We use it in conjunction with Zoho Campaigns, which helps us keep track of leads in distinct lists.

What do you dislike most about this product?

There isn't much we don't like, other than the fact that we haven't even begun to scratch the surface of all the features it offers. Features abound, but it may be difficult to use them all.

What recommendations would you give to someone considering this product?

I implemented Zoho CRM at a charity. The company had a limited budget and needed all of its needs met in one convenient location. Therefore, I investigated and proposed Zoho CRM, and their support helped us with issues that weren't even officially covered. We were able to get all of the specialized features and codes that our company needed from them. Despite the fact that the free version is a great place to start, the features available without spending any money are limited. Many of Zoho CRM's features are only available in the more expensive pricing tiers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Hamza R.

Role: Sales Marketing
Industry: Transportation
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Jan 2023

Really easy to use

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

its simplicity

What do you dislike most about this product?

some bugs that occurs sometimes

What recommendations would you give to someone considering this product?

no one for real

Pros

Helps Innovate
Trustworthy
Efficient Service
Effective Service

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

Eric G.

Features are fantastic.

Likeliness to Recommend

Pros

Anneka L.

Zoho makes everything simpler.

Likeliness to Recommend

Pros

Hamza R.

Really easy to use

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