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

Avi P.

Role: Finance
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

Fantastic office suite software

Likeliness to Recommend

7 /10

What differentiates Zoho CRM from other similar products?

It offers a similar suite to google but includes additional tools for sales and finance which other software suites don't have.

What is your favorite aspect of this product?

I enjoy the privacy aspects about zoho, they put the customer first and respect their security needs as well.

What do you dislike most about this product?

I dislike how some of their products have old and not so user friendly UI and UX. It would be amazing if all of zohos tools would stand up to the competition while offering the same core features for example with their mail product or sheets (excel competitor)

What recommendations would you give to someone considering this product?

I'd highly recommend dokng a small rollout of zoho before going all in. Essentially, set it up for yourself and one colleague and then compare the toolkit to your existing ones before rolling out further.

Pros

Fair
Acts with Integrity
Over Delivered
Continually Improving Product

Cons

Less Generous
Less Reliable
Less Performance Enhancing

Lisa P.

Role: Operations
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2023

Super easy to implement with standard plan

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

As we just started to automate our processes for CRM, we needed something that we could grow gradually without needing customized training and customizable dashboards. We needed an easy follow-through from start to finish. We also only needed ONE user now, so we didn't need a pricey, complicated system.

What is your favorite aspect of this product?

We have a WordPress site....and zoho so easily integrated into the site - no bridge product needed, no necessary for a programmer, and all the forms on the site easily populated to be able to begin a customer list for follow-through and to start email campaigns.

What do you dislike most about this product?

so far, this has satisfied my needs. However, before choosing it, I did notice that other users have complained that the customer service team was lacking. I did not need support, so I can't comment on that aspect of my experience.

What recommendations would you give to someone considering this product?

When you're choosing a CRM there are some things to think about: 1. What is the end user's technical experience? With limited experience, choose a product that's "plug and Play"....like Zoho 2. How many users do you need? What is your budget? 3. It's a fraction of the price of salesforce, and for our needs, it does everything we need it to do. Faster and easier.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Cons

Charges for Enhancements

Samir P.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Fantastic Product to used for the Enterprise.

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

Zoho has one stop solutions i.e LMS, Requirement Tracking, Vault, Task management etc many useful features for the daily routine operations. Useful reporting's too.

What is your favorite aspect of this product?

Task Management with Billable and non-billable, LMS & Vault are favorite aspect of this product.

What do you dislike most about this product?

Nothing for now. Everything is as per expectations.

What recommendations would you give to someone considering this product?

It is one stop solutions for small, medium level organization I feel. And if very well managed with more customization in case if require which specific to the requirement of different nature of organization than this product is best match which will meet their requirement.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Avi P.

Fantastic office suite software

Likeliness to Recommend

Pros

Cons

Lisa P.

Super easy to implement with standard plan

Likeliness to Recommend

Pros

Cons

Samir P.

Fantastic Product to used for the Enterprise.

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