Director at a tech company with 51-200 employees
Effective customer management and lead handling with excellent support
Pros and Cons
- "Zoho CRM provides excellent value for money."
- "The analytics and AI suggestion features need improvement."
What is our primary use case?
I use Zoho CRM primarily for customer management, lead management, and deals management.
What is most valuable?
Zoho CRM provides excellent value for money. It offers substantial features for its price point. Specifically, the leads and deals modules, as well as integrations, are very effective.
What needs improvement?
The analytics and AI suggestion features need improvement.
For how long have I used the solution?
I have been using Zoho CRM for five years.
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Zoho CRM
March 2025

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What do I think about the stability of the solution?
I find the solution to be stable without any glitches.
What do I think about the scalability of the solution?
Zoho CRM is fully scalable.
How are customer service and support?
I believe the technical support is very good, and I rate it a nine out of ten.
How would you rate customer service and support?
Positive
How was the initial setup?
Since Zoho CRM is a SaaS solution, there was no installation needed.
What's my experience with pricing, setup cost, and licensing?
I rate the pricing as a five out of ten, as it offers good value for money.
What other advice do I have?
Regarding improvements, the analytics part and AI suggestions are the two main areas that need improvement. Overall, I rate the solution an eight out of ten. It would be better if the review remains anonymous. The email will be used solely for internal use, and my name can be on the review, but my company name and email ID should remain hidden.
Which deployment model are you using for this solution?
Public 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.
Last updated: Mar 18, 2025
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Zoho Developer at Freelancer
Easy-to-use solution with good stability
Pros and Cons
- "Its initial setup process for the cloud-based version is straightforward."
- "They should provide an option to customize modules."
What is most valuable?
The solution easily links one form to another or sends one module to another.
What needs improvement?
They should provide an option to customize modules and fields for the solution, similar to Zoho Creator.
For how long have I used the solution?
We have been using the solution for more than one year.
What do I think about the stability of the solution?
The solution's stability is better than other applications.
How are customer service and support?
The solution's technical support service could be better.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
Zoho CRM has a default field that cannot be changed. Thus, we prefer using Zoho Creator for customized functionality.
How was the initial setup?
The solution's initial setup process for the cloud-based version is straightforward. It takes around a week to a month to complete depending on the client's requirements. It requires one executive to carry out the deployment.
What's my experience with pricing, setup cost, and licensing?
The solution has standard pricing plans. It costs $14 per month. Also, its enterprise version costs $40. At the same time, its unlimited version costs $52.
What other advice do I have?
The solution is easy to use for end users. I rate it a ten out of ten.
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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.
Sr. Zoho Developer at Absoft IT Solutions Pvt Ltd
Helps to patch leads from client sources
Pros and Cons
- "We use the solution for different projects. We use it to patch lead details from clients' sources."
- "I have issues with the tool's scalability."
What is our primary use case?
We use the solution for different projects. We use it to patch lead details from clients' sources.
What needs improvement?
I have issues with the tool's scalability.
For how long have I used the solution?
I have been working with the product since 2018.
What do I think about the stability of the solution?
I would rate the solution's stability between seven to six out of ten.
What do I think about the scalability of the solution?
I would rate the product's scalability between eight to seven out of ten. We have a lot of users for the product in our organization.
How was the initial setup?
The solution's setup is easy.
What other advice do I have?
I would rate the product a seven out of ten.
Disclosure: My company has a business relationship with this vendor other than being a customer:
CEO at Monkey Solutions Agencia
Provides a database of information on customers, costs, prospects, and proposals
Pros and Cons
- "I am impressed with the product's information on customers."
- "It is hard to modify information around a customer. You need to pay for the features and the tool needs to improve it."
What is our primary use case?
The solution helps us to identify how customers expect to work with us. It helps us to know the funnel process where the prospect is through. It also serves as a database of information on customers, costs, prospects, and proposals.
What is most valuable?
I am impressed with the product's information on customers.
What needs improvement?
It is hard to modify information around a customer. You need to pay for the features and the tool needs to improve it.
For how long have I used the solution?
I have been using the solution for five to six years.
What do I think about the stability of the solution?
I would rate the solution's stability a seven out of ten.
What do I think about the scalability of the solution?
I would rate the solution's scalability a seven out of ten.
How was the initial setup?
The solution's setup is complex.
What other advice do I have?
I would rate the product an eight out of ten. You need to first think about the version that you need for the company. You need to seek out a person who knows the product very well to help you modify the charts, it could be an associate of Zoho. Think about what information you need to receive from the CRM since you can receive something that you don't need.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
President/Founder at Interbit
Scales well, and it is easy to get data in and out of it, but I would like more ability to reorganize the data and share data fields
Pros and Cons
- "I like that it is easy to get data in and out of it. We can export and import CSV files. I also like that the database is hierarchical, which allows me to be able to look at a parent and multiple children."
- "There are at least two big pieces. One is just the ability to reorganize the data and clean it up to eliminate duplicates and things like that. It is very manual at the moment. It only gives us certain fields that we can check on. Because of our particular database, it creates a problem. We deal with hospitals, and there are 50 hospitals. It is tough to figure out which one is which. Is it this one or the other one? So, trying to clean things up is very difficult. I'd like to have more ability to share data fields. The data is structured into different buckets, and I frequently have to create the same field in two different buckets. It would be nice if I could just do a view-only field in another bucket. In my contact bucket, I would like to be able to have just a view-only of the account information so that I don't need to enter it again, which is what I have to do currently."
What is our primary use case?
It is used as a database for customers, contacts, and prospects for sales and marketing.
It is a SaaS product. I am using the most recent version of it.
How has it helped my organization?
It is a central place to store information to use for marketing, tracking activity, and developing sales pipelines and stuff.
What is most valuable?
I like that it is easy to get data in and out of it. We can export and import CSV files.
I also like that the database is hierarchical, which allows me to be able to look at a parent and multiple children.
What needs improvement?
There are at least two big pieces. One is just the ability to reorganize the data and clean it up to eliminate duplicates and things like that. It is very manual at the moment. It only gives us certain fields that we can check on. Because of our particular database, it creates a problem. We deal with hospitals, and there are 50 hospitals. It is tough to figure out which one is which. Is it this one or the other one? So, trying to clean things up is very difficult.
I'd like to have more ability to share data fields. The data is structured into different buckets, and I frequently have to create the same field in two different buckets. It would be nice if I could just do a view-only field in another bucket. In my contact bucket, I would like to be able to have just a view-only of the account information so that I don't need to enter it again, which is what I have to do currently.
For how long have I used the solution?
I have been using this solution for probably six years.
What do I think about the stability of the solution?
It is stable. It is fine in terms of stability.
What do I think about the scalability of the solution?
It scales well. We have about a dozen users, and it is being used extensively. Any increase in usage would just come naturally with time.
How are customer service and support?
They are medium in terms of wait time and the response itself. From one to five, I would rate them a three.
Which solution did I use previously and why did I switch?
I can't remember the name, but we had been using a CRM for a long time. We made the switch because of the ability to do more. The old system was too customized. We were looking for something that was more accessible and easy to maintain and that had more standard features.
How was the initial setup?
It was straightforward but nonetheless difficult. It took weeks.
It is lightweight in terms of maintenance. Its maintenance is taken care of pretty much by me. I also have a consultant.
What about the implementation team?
We used an external consultant.
What's my experience with pricing, setup cost, and licensing?
It is around $1000 a month.
What other advice do I have?
I would rate it a seven out of 10.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Account Manager at Epic Network Support
An easy-to-setup solution with a helpful technical support team
Pros and Cons
- "The solution is always stable."
- "The solution's feature for forecast has limitations."
What is most valuable?
The solution's most valuable feature is the ease of navigation.
What needs improvement?
The solution's feature for forecast has limitations. It could be better. Also, there need to be more features similar to its on-premise version.
For how long have I used the solution?
I have been using the solution for nine months.
What do I think about the stability of the solution?
The solution is always stable. I rate its stability a nine out of ten.
What do I think about the scalability of the solution?
I rate the solution's scalability an eight or nine.
How are customer service and support?
The solution's technical team is very helpful.
How would you rate customer service and support?
Positive
How was the initial setup?
The solution's setup process is simple and cost-effective.
What about the implementation team?
The solution's technical team helped us implement it.
What's my experience with pricing, setup cost, and licensing?
The solution is cost-effective. I rate its pricing a four out of ten.
Which other solutions did I evaluate?
I have evaluated SAP and Salesforce solutions. In comparison, Zoho meets all our business requirements and provides simple navigation.
What other advice do I have?
I rate the solution a nine out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Business Development Manager at headtechnology
It has an effective emailing feature that lets you send emails to customers directly, but its UI needs to be more user-friendly
Pros and Cons
- "The most valuable feature of Zoho CRM is emailing. You can send emails to customers directly from Zoho CRM. The marketing team in my company uses this feature, and it's effective."
- "What needs improvement in Zoho CRM is the UI. It needs to be more user-friendly. I like Salesforce better than Zoho CRM in terms of the UI, so if Zoho CRM can make some UI changes, that would make the tool better."
What is our primary use case?
We use Zoho CRM for pipeline follow-ups. Our customer database is on the tool, so we use Zoho CRM to record customer data, the dates of client meetings, and when we did the POCs. All data we have on Zoho CRM are also shared with our customers. We also use Zoho CRM to predict how many sales we can do per quarter and year. These are our use cases for the tool.
What is most valuable?
The most valuable feature of Zoho CRM is emailing. You can send emails to customers directly from Zoho CRM. The marketing team in my company uses this feature, and it's effective.
What needs improvement?
What needs improvement in Zoho CRM is the UI. It needs to be more user-friendly. I like Salesforce better than Zoho CRM in terms of the UI, so if Zoho CRM can make some UI changes, that would make the tool better.
For how long have I used the solution?
I've been using Zoho CRM for a long time, more than five years.
What do I think about the stability of the solution?
I didn't have issues with Zoho CRM stability-wise. It has good stability.
What do I think about the scalability of the solution?
Zoho CRM is a scalable tool.
How are customer service and support?
As we never had any problems with Zoho CRM, we never had the chance to open a ticket with the technical support team.
Which solution did I use previously and why did I switch?
We only used Zoho CRM within our company.
How was the initial setup?
I'm unsure of how straightforward or complex the setup of Zoho CRM is because I'm just a user. It's the technical team who deployed the tool within my company.
What about the implementation team?
Zoho CRM was deployed in-house by the technical team.
What's my experience with pricing, setup cost, and licensing?
I have no information about the pricing for Zoho CRM because the finance department handles that.
Which other solutions did I evaluate?
I'm using Salesforce at times. Some of my customers use Salesforce as well.
What other advice do I have?
My company uses Zoho CRM internally.
My company is a customer rather than a seller or distributor of Zoho CRM.
I'm using the latest version of Zoho CRM because the tool has regular updates, so my company has the newest version.
Around forty-five to fifty people use Zoho CRM within the company. My company has a team that handles the maintenance of the tool.
I'm rating Zoho CRM as seven out of ten because its UI needs improvement.
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.
Senior Product Manager at quickwork
Useful synchronized calendar, beneficial customer route locator, and reliable
Pros and Cons
- "Zoho CRM has a location-based feature where if I'm visiting certain customers in a day, it can indicate to me the most efficient route. However, this is if the location of all the offices or places is updated, it saves my time. The calendar in Zoho CRM is synchronized with Google Calander which is very useful for me."
- "Zoho CRM has a rule engine or a place where you can set certain rules. That's not evolved very much. They could improve this within the platform."
What is our primary use case?
We are using Zoho CRM to book appointments with the sales team. The leads come directly on the website, they schedule a meeting, and then it comes to Zoho CRM. There is another way leads come from, such as online social media channels or sales team engages with them. Once a deal is closed, it goes to the accounting software and creates invoices directly. Additionally, the solution can give estimates or quotations.
What is most valuable?
Zoho CRM has a location-based feature where if I'm visiting certain customers in a day, it can indicate to me the most efficient route. However, this is if the location of all the offices or places is updated, it saves my time. The calendar in Zoho CRM is synchronized with Google Calander which is very useful for me.
The solution has all the features I want, and it is quite simple. The process to use it is easy.
What needs improvement?
Zoho CRM has a rule engine or a place where you can set certain rules. That's not evolved very much. They could improve this within the platform.
There are automation or workflow features that could be improved or evolved. In the solution, I can do a lot of operations, but it has certain limitations in its flexibility.
For how long have I used the solution?
I have been using Zoho CRM for approximately three years.
What do I think about the stability of the solution?
Zoho CRM sometimes can be slow, but it is not a hindrance for us because it's not a critical requirement for us that it has to load within certain milliseconds. The speed could improve in the future.
It is overall a reliable solution.
What do I think about the scalability of the solution?
The scalability of Zoho CRM is good, you can add more people and upgrade the solution regularly.
We have approximately 10 salespeople using the solution.
How are customer service and support?
I was in contact with the Zoho CRM support and I needed some help with the integration with Zoho CRM and other solutions. The support was good, they were able to answer all my questions.
Which solution did I use previously and why did I switch?
I have used other solutions previously, such as ERPNext and Matrix.
The reason why we are using Zoho CRM is that it's straightforward. It's easy to consider. Matrix has many features, similar to Zoho CRM or even more. However, my team found some complexity to work with it. The Matrix may have project management, task management, and other complex modules, but they are not needed or critically required for the sales roles that we are doing in our business.
The staff preferred what is simple and sufficient that caters to our requirements, and this was Zoho CRM.
How was the initial setup?
The initial setup was easy once you understand the system and its purpose of it. Deploying and doing the configuration can be done in approximately one or two weeks. There was not a traditional installation because the solution is on the cloud, you subscribe and then configure it for your needs.
What about the implementation team?
We did the implementation of the solution ourselves. Zoho CRM has features of taking backups regularly. We do not do it on our own, we only have to do configuration. We don't do any maintenance, there is not any external maintenance required.
What's my experience with pricing, setup cost, and licensing?
The subscription plan that I have doesn't have certain features that I would like. If I had more flexible features to add certain types of data or modify existing data points, I can use the solution more effectively in certain ways. For example, it has a task productivity model where I can create all the tasks for myself, but certain tools are open text, and it's very difficult to group items when you have open text or unstructured data. If I could define this type of task I do in a day, then it can help a lot to understand how my workload is or what kind of work I'm doing. I could plan better for the future days.
The price of Zoho CRM is already competitive, but we would always like to have a better discount. Most of the features are included in the price but if we want the extra features then we have to purchase them.
What other advice do I have?
My advice to those wanting to use the solution is to first understand conceptually how CRM systems work. It becomes much easy to if you go with the flow. If someone knows how the sales process works, then it's very easy to configure Zoho CRM.
I rate Zoho CRM an 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.

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