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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

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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

Rui M.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted May 2022

Great ticket platform management

Likeliness to Recommend

8 /10

What differentiates Zoho CRM from other similar products?

Cheap an easy

What is your favorite aspect of this product?

Automatic ticket creation by e-mail inbox. Automatic ticket alocation Direct reply and fallow up by e-mail Ticket trees Grouping tickets

What do you dislike most about this product?

Workflow automation limited to Professional Tier ZIA voice assistant needs more work Free version just for 10 users

What recommendations would you give to someone considering this product?

Easy of use is the most powerfull feature. greate solution for price atg

Pros

Reliable
Enables Productivity
Effective Service
Inspires Innovation

Sandy R.

Role: Sales Marketing
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2022

Overall, I really like this CRM.

Likeliness to Recommend

9 /10

What differentiates Zoho CRM from other similar products?

It has a better price, it is very easy to use.

What is your favorite aspect of this product?

Extensible and adaptable in nature. You have complete control over how the CRM system functions. - Easily integrates with other Zoho products (Books, Sales IQ, Campaigns) Excellent smartphone app that can track calls and record voice/text memos A way to trace emails has been incorporated right into the software! - Contacts, vendors, and opportunities may all have recurring tasks added to them.

What do you dislike most about this product?

The UI is not very good. At all times, there is an excessive amount of white space on the screen, regardless of the page you are reading. - It takes forever for the user to interact with the interface. Each and every activity requires a new page to be opened. You can't schedule emails. For now, incoming emails are not being synchronized between the devices.

What recommendations would you give to someone considering this product?

Zoho is a powerful CRM and analytics application. It works for both small and large businesses. It scales well. It also includes other eco-friendly products.

Pros

Continually Improving Product
Reliable
Unique Features
Efficient Service

Pete S.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Poor feature integration but a good basic CRM

Likeliness to Recommend

5 /10

What differentiates Zoho CRM from other similar products?

Lower cost basic CRM

What is your favorite aspect of this product?

Basic simple to use features

What do you dislike most about this product?

Poor feature integration

What recommendations would you give to someone considering this product?

Good CRM for small businesses who just need to log data, but not great for integration and collaborative working

Pros

Respectful
Trustworthy
Caring
Client Friendly Policies

Cons

Commodity Features

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

Rui M.

Great ticket platform management

Likeliness to Recommend

Pros

Sandy R.

Overall, I really like this CRM.

Likeliness to Recommend

Pros

Pete S.

Poor feature integration but a good basic CRM

Likeliness to Recommend

Pros

Cons

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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