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.

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 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

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

Ankit S.

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

Validated Review

Verified Reviewer

Submitted Sep 2022

Good value for the money with perfection

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

We are attempting to manage our business operations using Zoho One, which includes CRM, forms, projects, meetings, flow, and other features. We are having difficulty realizing the advantages. For the majority of our nearly two years with Zoho, it has been a frustrating struggle against its limitations.

What is your favorite aspect of this product?

If you've never used a CRM or similar app before, Zoho One and its apps are fairly simple to use. Users trying to figure out how to make Zoho CRM work like Salesforce have caused us a lot of stress and confusion. It doesn't, and it can't do some things.

What do you dislike most about this product?

In the help forum, the closest customer service response I've found was to send an email to Zoho customer service, which would delete the user account. However, if it is deleted, that user's email history and all documents are also deleted. Moreover, this issue in the Zoho customer help forum is more than three years old. Zoho does not appear to be planning to address this issue, as nothing has been done to address it.

What recommendations would you give to someone considering this product?

Zoho CRM and Zoho One cannot be recommended. You really do pay for what you get. Despite its high price, I would have stuck with Salesforce if I had the option. Zoho's support is poor, they don't respond to customer requests to fix application limitations, and administrators can't delete users. If Zoho customer service deletes a user on your behalf, all of the user's documents and email history are also deleted. A company runs the risk of breaking GDPR and some state data privacy laws in the United States because of this restriction.

Pros

Continually Improving Product
Performance Enhancing
Unique Features
Inspires Innovation

Cons

Less Productive

Sanket L.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Easy to use but lack of features.

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

easy of access. smooth lead management

What is your favorite aspect of this product?

ability to create multiple stages and ability to manage various pipelines.

What do you dislike most about this product?

It's a generic SAAS solution and needs to be configured keeping in mind the use cases of various businesses.

What recommendations would you give to someone considering this product?

it's a great solution if you struggle a lot in lead management. the software is built for SME-scale businesses and is fun to use it.

Pros

Performance Enhancing
Fair
Generous Negotitation
Continually Improving Product

Cons

Charges for Enhancements

Sunderraj G.

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

Validated Review

Verified Reviewer

Submitted Aug 2022

Fantastic CRM product that I have used

Likeliness to Recommend

9 /10

What differentiates Zoho CRM from other similar products?

The main feature that differentiates Zoho CRM from other CRM products is that it is easily integratable with other Zoho products which helps us to perform multiple business operation from a centralised location.

What is your favorite aspect of this product?

My favorite aspect of Zoho CRM is that the reports provided by the tool are visually appealing and easily comprehendible

What do you dislike most about this product?

I do not have any dislikes with Zoho CRM

What recommendations would you give to someone considering this product?

Zoho CRM is one of the best CRM tools for enhancing productivity and improving customer engagement. I will definitely recommend this product to any business that has a huge customer base.

Pros

Helps Innovate
Continually Improving Product
Reliable
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

Ankit S.

Good value for the money with perfection

Likeliness to Recommend

Pros

Cons

Sanket L.

Easy to use but lack of features.

Likeliness to Recommend

Pros

Cons

Sunderraj G.

Fantastic CRM product that I have used

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