We use Zoho CRM to track business opportunities for our IT solution company and manage our sales pipeline. Our sales teams in Bangladesh, Sri Lanka, and Singapore also use it.
Chief Innovation Officer at VS ONE World
Helps to track business opportunities and manage sales pipeline
Pros and Cons
- "The dashboards and visualizations help us see how different markets perform. I find the dashboard feature most valuable because it's easy to visualize data. I've been trying to use the built-in quotations feature, which could reduce turnaround time. We're not using many automation features for record management and opportunity tracking. I'm trying to integrate Zoho CRM with Zoho Flow for quotation submission workflow."
- "The login process could be improved as some users find it unfriendly. The documentation could also be more user-friendly and better organized."
What is our primary use case?
What is most valuable?
The dashboards and visualizations help us see how different markets perform. I find the dashboard feature most valuable because it's easy to visualize data. I've been trying to use the built-in quotations feature, which could reduce turnaround time. We're not using many automation features for record management and opportunity tracking. I'm trying to integrate Zoho CRM with Zoho Flow for quotation submission workflow.
What needs improvement?
The login process could be improved as some users find it unfriendly. The documentation could also be more user-friendly and better organized.
For how long have I used the solution?
I have been using the product for three years.
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March 2025

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What do I think about the stability of the solution?
I rate the tool's stability a nine out of ten.
What do I think about the scalability of the solution?
Zoho CRM is a SaaS solution, and we haven't faced any performance issues. My company has seven users. We plan to use it up to 10 users and increase the use of Salesforce.
How are customer service and support?
The customer success team is very helpful, especially during the onboarding process, where they provide a good demo and assist with any questions. Although we have had only a few support queries, the responses have been very helpful.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Before using Zoho CRM, we didn't use a specific CRM solution but relied on manual Excel spreadsheets to capture opportunities. We didn't evaluate other vendors before choosing Zoho CRM. The decision to go with Zoho CRM was influenced by its ease of access, simple sign-up process, and effective trial system. The billing process is straightforward, as it can be handled directly with a credit card without going through a distributor, although we can work with one. These aspects made Zoho CRM a good fit for us.
How was the initial setup?
The initial setup was straightforward and seamless, especially the onboarding process, which I found very user-friendly. I recently started a new trial, and the experience was smooth, from signing up to logging in and onboarding users. However, I faced some challenges when implementing more advanced features, like setting up territories. Although I was able to get support through online resources and documentation, the documentation itself could be improved. It could be more user-friendly, and sometimes, finding the right document or instruction is difficult, as information is spread across different places. This is an area where I think they could make improvements.
The deployment process for Zoho CRM typically takes me about two to three hours. I start by signing up as the master user, then proceed to set up privileges and permissions, especially if different territories are involved. After setting these up, I onboard users into the appropriate user groups. Following this, I train the users on how to create opportunities and the rules and logic they need to follow. Finally, we ask them to enter their data and customize the required reports. This is the typical flow I follow for most deployments.
One person can do the deployment since our use cases are not complex.
What about the implementation team?
We did the deployment in-house.
What was our ROI?
Zoho CRM has provided organizational value. It has greatly improved sales productivity by eliminating the need for manual report creation and data updates. The CRM serves as a single source of truth, automating forecasting and reporting tasks.
What's my experience with pricing, setup cost, and licensing?
I rate the product a four out of ten. The cost for Zoho CRM is not fixed; different editions are available, and the features depend on the edition chosen. Some capabilities, such as integrating with workflows, might incur additional costs, but these are well-documented and not hidden.
What other advice do I have?
I rate the overall solution an eight out of ten. If you are considering using Zoho CRM, my advice is to make the most of their trial period to explore the features and see how they fit your needs. You can extend the functionality with Zoho's support and determine the required version and features. For instance, these are available in the enterprise edition if you need AI capabilities. Testing the CRM with a small group of end users as a pilot before moving to full production is also a good idea.
Another point to consider is the pricing plans; you can choose between monthly or annual payment options, so select the one that suits you best. Zoho CRM also offers credits that can be used to purchase additional add-ons from their ecosystem. The product allows you to download your data if you decide to move away, so it’s not a completely closed platform.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Microsoft Azure
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Sep 1, 2024
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Regional Area Manager at EPI UPS
Great for customer tracking and easy to get started by needs to be less expensive
Pros and Cons
- "There's no installation required."
- "We'd like the solution to be less expensive."
What is our primary use case?
We're using multiple Zoho products. We use it a lot for Google Sheets.
We are actually using it for the database, for the customers, so that we know what should we do and what we are supposed to do, what are the current status is for sales, et cetera. We can define the strategy and figure out what we should do with the Zoho CRM. If we need to add some description to the customer we can just pop it in.
What is most valuable?
In general, the solution works well. It's great for keeping track of customers and adding in details.
There's no installation required.
What needs improvement?
We'd like the solution to be less expensive.
For how long have I used the solution?
I've used the solution for about one year.
What do I think about the stability of the solution?
I haven't been using the solution for very long. That said, I've never had any problems with stability just yet.
What do I think about the scalability of the solution?
The solution is scalable. It's easy to buy modules.
We might increase usage in the future. We might get more licenses.
I'd rate the ability to scale a six out of ten.
How are customer service and support?
We have an IT tech team that takes care of troubleshooting or reaches out to support. That's not an aspect of the product I can handle.
Which solution did I use previously and why did I switch?
We did not previously use a different solution.
How was the initial setup?
It's very easy to get going with the product. There is nothing to deploy. Everything is in the cloud. You go to the website and get a username and password.
What's my experience with pricing, setup cost, and licensing?
I'm not sure what the licensing costs of the product are. I don't deal with payments.
What other advice do I have?
I'd rate the solution five out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Zoho CRM
March 2025

Learn what your peers think about Zoho CRM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
848,716 professionals have used our research since 2012.
Business Development Manager at a tech services company with 11-50 employees
A cost-effective, highly customizable, and scalable solution providing a wealth of pre-built features and integration possibilities
Pros and Cons
- "It also provides robust reporting capabilities to analyze and report on these key aspects of customer relationship management."
- "Custom development is often necessary to make such extensive changes, and it does come with associated costs."
What is our primary use case?
It serves as a centralized system for capturing and managing client information, tracking sales opportunities, and monitoring the sales pipeline. It also provides robust reporting capabilities to analyze and report on these key aspects of customer relationship management.
What is most valuable?
I appreciate how adding customer information and tracking progress is a straightforward process. The super user can access the central information hub, and reports can be shared with business leaders.
What needs improvement?
The level of customization required can be quite extensive, especially considering it is a compact product, which can lead to spending a significant amount of time on fine-tuning. Custom development is often necessary to make such extensive changes, and it does come with associated costs.
For how long have I used the solution?
I have been using it for eight months now.
What do I think about the stability of the solution?
When it comes to stability, it stands out as one of the most reliable options. It's close to perfect in this regard, and we have experienced no issues at all.
What do I think about the scalability of the solution?
It is highly scalable because it's designed with the potential for expansion, and with the right APIs, it can be seamlessly integrated with various other systems and applications. It's not limited to a single version; rather, it's adaptable and customizable to suit the needs of any organization. This scalability often requires additional financial investments and time to achieve your desired level of customization and integration.
How are customer service and support?
To the best of my knowledge, many of the issues have already been addressed. While the solutions may not have been immediate, they were eventually resolved successfully.
How was the initial setup?
While the initial setup is not overly complex, attempting to make these adjustments alone may not be the best approach. It's advisable to seek assistance to avoid potential mistakes, such as selecting the wrong base revenue or adjusting the conversion rate.
What about the implementation team?
It's beneficial to consider a deployment service, even for just a few hours, to receive guidance and customization support. Having an expert who understands your specific business requirements can make a substantial difference in optimizing your CRM system.
What's my experience with pricing, setup cost, and licensing?
We consider it a good value and found it to be cost-effective.
Which other solutions did I evaluate?
After evaluating both Salesforce and Zoho, we found Zoho to be the superior choice. It offers a rich set of ready-made features and is highly scalable, providing more opportunities. In contrast, Salesforce, despite its long history, can be seen as overpriced and underutilized, particularly by smaller companies. While Salesforce has greater functionality and power, it may not always be the most cost-effective or efficient solution for all businesses.
What other advice do I have?
Overall, I would rate it eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Business Consultant and Developer at Consigliere
A stable and scalable cloud-based solution for process sales
Pros and Cons
- "It has helped to manage, move forward, and also customize my processes. It has helped me with my sales pipeline, sales process, and performance."
- "I would like to see better integration with Zoho Creator."
What is our primary use case?
The tool is being used to process sales, and it is basic software to hold the database of clients and all actions regarding sales perspective.
How has it helped my organization?
It has helped to manage, move forward, and also customize my processes. It has helped me with my sales pipeline, sales process, and performance.
What is most valuable?
I am impressed with the tool's integrations, system reliability, blueprints, and sales are the most valuable features. Also, the Pipeline, License, Collaboration features, and then custom code. Having my database, connecting with other systems, and making calls, emails, and meetings in the same place is an important feature. Finally, communicating through a click is a good feature as well.
What needs improvement?
I would like to see better integration with Zoho Creator.
For how long have I used the solution?
I have been using the solution for more than three years.
What do I think about the stability of the solution?
It is a stable solution. I rate it nine out of ten.
What do I think about the scalability of the solution?
It is a scalable solution if you want to scale with multiple devices.
How was the initial setup?
It is easy to work on and initiate by yourself, but you will get only ten percent of the features. So if you want to get a hundred percent for your money, you need a developer because all of the details of the work we have is ready. So there's a need to customize your tool and your workflow.
What was our ROI?
With all of the automation that we have done, there's a return on investment.
What other advice do I have?
I rate the solution a nine-point five out of ten.I would definitely recommend getting the tool for any business that has intense sales.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
CEO and Owner at PT Solusindo Total Teknikatama
Great features and fast and easy to set up
Pros and Cons
- "There are many features that capture customer data."
- "Support could be more knowledgeable."
What is our primary use case?
We are using CRM to help the sales team to capture their leads and process the leads, converting them to customers.
What is most valuable?
There are many features that capture customer data. It's great that we can start with new customers and create leads. By capturing customer data, we can also do some segmentation and provide various kinds of service to our customers.
It is easy to set up.
What needs improvement?
While Zoho products have been updated and they have introduced many features, sometimes the information about new features is not there. Sometimes we have to try it ourselves and discover by trial and error to get to know what the new features are as well as the function or benefit.
Support could be more knowledgeable.
We want to integrate the product with WhatsApp or social media or chat, WeChat. We'd like something like ChatBox as people are no longer using email to communicate. They are now using direct messages. Zoho needs to get involved with this.
For how long have I used the solution?
I've been using the solution for four years.
What do I think about the stability of the solution?
It's quite stable. I haven't seen any problem within the last four years. It's reliable and the performance is good. It doesn't crash or freeze.
What do I think about the scalability of the solution?
The solution scales well. We can expand it as needed.
At the moment, we have six people in our company using it.
It's quite extensively used as it helps sales and it has integration with finance. If the customer has settled the payment, the system will know.
How are customer service and support?
Support is okay. Sometimes you can email or chat with them. However, sometimes they are not quite as knowledgeable as we would like them to be.
Which solution did I use previously and why did I switch?
We did not previously use a different solution.
How was the initial setup?
The initial setup is pretty straightforward. We don't need to do customization very much. We can just use it pretty much straight away, and it's very easy to get going with it.
We were able to deploy within three days.
We only need one or two people for deployment and maintenance.
What about the implementation team?
We can do it in-house. However, if your company needs to have certain customizations, they have many consultants that are able to help.
What's my experience with pricing, setup cost, and licensing?
You do not need a license. They have a subscription model for payments.
What other advice do I have?
I'd recommend the solution to other users and companies. It's very convenient as this product can be used on your mobile phone. It's not only the web apps. It's the mobile apps as well that also help the sales on the field to do their work with ease.
I'd rate the solution eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Network Security and Data Specialist at JW Seagon
An easy to implement solution that is good for mid-sized enterprises
Pros and Cons
- "I like the solution's reminder feature which is helpful for big projects. There are many tasks that run at the same time. The reminder feature makes things easy for me since I use Zoho's mobile version as well."
- "The tool is hard for people who have worked with Microsoft Office for a long time."
What is most valuable?
I like the solution's reminder feature which is helpful for big projects. There are many tasks that run at the same time. The reminder feature makes things easy for me since I use Zoho's mobile version as well.
What needs improvement?
The tool is hard for people who have worked with Microsoft Office for a long time.
For how long have I used the solution?
We first activated the license last year around April. I have been using the product for about a year and a quarter.
What do I think about the stability of the solution?
We had opted for a US server which was a mistake. We have asked to move our data setup to EU.
What do I think about the scalability of the solution?
My company has 60 users for the product.
How are customer service and support?
The solution's support is based on the plan that you have. The gold plan gets support from Monday to Friday for 24 hours. There is no assistance on weekends. You get 24/7/365 support for platinum plans.
How was the initial setup?
We use the solution's cloud license. The tool's setup is straightforward if you have your business requirements defined. We have only done a couple of sprints. We are yet to have to go live for the entire module.
What other advice do I have?
I would rate the product a six out of ten. The solution makes more sense to a mid-sized company since it is cheaper than Freshworks. Freshworks is enormous, big, full-fledged, and suited for large enterprises. The product is also easy to implement since it is less technical.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Zoho Solution Architect / Zoho Senior Developer / Zoho Administrator at a outsourcing company with 5,001-10,000 employees
A customizable solution that can be deployed very easily
Pros and Cons
- "The product is customizable."
- "The support is not quite good."
What is our primary use case?
I use the product for customer relationship management.
What is most valuable?
The product is customizable. Its features are better than products like Salesforce and HubSpot. It is the best solution.
What needs improvement?
The solution should add more customizing options to Canvas.
For how long have I used the solution?
I have been using the solution for two years.
What do I think about the stability of the solution?
I rate the product’s stability a nine out of ten.
What do I think about the scalability of the solution?
I rate the solution’s scalability a nine out of ten.
How are customer service and support?
The support is not quite good. The support team is available only Monday to Friday.
How would you rate customer service and support?
Neutral
How was the initial setup?
The initial setup is very easy.
What's my experience with pricing, setup cost, and licensing?
The product costs $35 per user per year. We pay separately for premium support.
What other advice do I have?
Overall, I rate the product a nine out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Managing Secretary at Manovikas Charitable Society
Stable, with a good web form feature, and has many videos that help you solve issues without contacting support, but its pricing is expensive
Pros and Cons
- "What I like best about Zoho CRM is the web form feature. I find Zoho CRM forms excellent."
- "Pricing for Zoho CRM could be improved because it is expensive. My company also needs some analytics, so it would be good if Zoho CRM had built-in analytics."
What is our primary use case?
We use Zoho CRM as our CRM and also for collecting data when clients come to us. We also use the solution to create appointments and manage information.
What is most valuable?
What I like best about Zoho CRM is the web form feature. I find Zoho CRM forms excellent.
What needs improvement?
Pricing for Zoho CRM could be improved because it is expensive.
My company also needs some analytics, so it would be good if Zoho CRM had built-in analytics. The company is now looking into a different solution for analytics, such as Google Analytics or Zoho Analytics. Whichever is better, my company will use.
For how long have I used the solution?
I've been using Zoho CRM for two years.
What do I think about the stability of the solution?
Zoho CRM is a stable platform.
What do I think about the scalability of the solution?
I have yet to experience scaling Zoho CRM.
How are customer service and support?
We have yet to use any technical support for Zoho CRM because companies nowadays, Zoho included, have so many videos that let us solve issues without contacting support.
Which solution did I use previously and why did I switch?
My company also uses Google but has more users in Google than Zoho CRM because Google has many free solutions, while Zoho CRM is a paid solution.
How was the initial setup?
Setting up Zoho CRM was easy, so it didn't take so much time. The setup process took hardly a day or so to complete.
What about the implementation team?
We didn't use consultants to implement Zoho CRM for the company. We had volunteers trained in IT, who had good knowledge, so if we found difficulty, we asked the volunteers to help us.
What's my experience with pricing, setup cost, and licensing?
Zoho CRM is an expensive tool.
What other advice do I have?
My company uses a CRM solution, Zoho CRM.
Only a few users access Zoho CRM in the company, just two or three. My company has no plan to increase the platform users because Zoho CRM is a paid tool, and my company has limited funds.
Based on what I'm using Zoho CRM for, my rating for it is five out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.

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