Written by Zara Chechi Reviewed by James Macey Updated on 23 September 2021 On this page What are Zoho CRM’s features and benefits? How much does Zoho CRM cost? Is Zoho CRM right for my business? Customer reviews Our Methodology Expert verdict What other CRMs could I consider? Expand We’ve researched and reviewed Zoho CRM so you don’t have to. Here’s the lowdown on whether this software is right for your business: Pros Clean, intuitive, easy-to-use interface Free for up to three users Flexible, monthly subscription Cons Poor customer service Expensive costs per user on higher tiers Occasional lags and bugs At a glance: Zoho CRM is versatile, dynamic, and easy-to-use. However, customer service is lacking.Zoho CRM is an integrated cloud-based customer relationship management (CRM) system. Due to its pricing structure and scalability, we recommend Zoho CRM for small to medium-sized businesses.This software gives businesses the ability to manage leads, sales, customers, and inventory all in one place.Zoho CRM boasts an intuitive design, great customizability, and a range of features that can improve your business’s efficiency and productivity. This includes a mobile app, social media management tools, and workflow automation.Based on our extensive research into Zoho CRM and our 10 years of experience in the CRM sector, our review will help you understand the benefits and drawbacks of this software. About pricing Some providers offer separate pricing for both US and Canadian clients, while others apply their US pricing across both territories. For simplicity's sake, we'll only use US pricing on this page. Just be conscious that the price may change slightly based on conversion rates when it's time to buy. What are Zoho CRM’s features and benefits?✓ Integration with Third-Party Apps The ability to integrate with third-party apps allows for a seamless CRM experience, and Zoho CRM integrates well with apps such as G Suite, Office 365, PayPal, Zoom, and Slack. However, the apps you’ll be able to integrate with your Zoho system will depend on the pricing plan you choose. If you opt for Zoho’s free plan, your integrations will be limited to Gmail, Google Calendar, and Google Tasks. If you’re on a paid plan, you’ll gain access to a much wider range of third-party apps like Facebook, Twitter, and Trello. The higher tiers also integrate with Microsoft Outlook and Microsoft 365. These integrations allow you to seamlessly conduct your operations from one place and ensure consistency within your business. You don’t need to worry about getting used to an entirely new system or transferring everything over to one – you can continue to use the apps you know and love. If you don’t currently use many apps, or you’re not very attached to the ones you do use, you can check out the integrations Zoho CRM provides through in-house apps such as Zoho Projects, Zoho Meetings, and Zoho Analytics. ✓ Great Lead ManagementZoho CRM boasts a number of quality lead management features. The system is able to monitor social media in real time using its social media management tools. These tools provide instant notifications whenever your business is mentioned, and those mentions can then be converted into private conversations via the direct message feature. Zoho also uses intelligent tech to help you manage leads. Zia is Zoho’s AI tool which can help you predict sales, identify sales irregularities, and locate everything from customer information to emails without you having to search for them manually. Zoho also offers workflow automation, which means that you can automatically pre-assign leads based on factors like location and department. As a result, you won’t miss out on leads due to mismanagement. And with Zoho’s lead scoring, you no longer have to worry about the quality, either. According to analysts, lead scoring increases conversion rate by as much as 79%. Zoho CRM can score leads based on demographic and behavior, with the ability to track multiple behaviors. This feature can also help you get rid of any cold leads by using negative scoring. That means no more wasting time and resources on cold leads – instead, your efforts can be solely directed towards those which are much more likely (by 79%, in fact) to come to fruition. ✓ Tons of Customization Opportunities The ability to extensively customize Zoho CRM makes it a dynamic and flexible system that can grow alongside your business. You can customize any layout on the system to fit your business needs. Every business is different and has its own processes, so a system that allows multiple types of processes is one that will enable you to manage multiple products and teams. Zoho CRM comes with 15 standard modules for sales and marketing, and you can even add custom modules to organize information the way you want to. You can also add a field of any type, such as address or transaction, to more accurately capture and store important customer information. The drawback here is that this customization can be tricky for those who aren’t tech savvy. Unfortunately, users have reported that Zoho’s customer service can be poor, so it may not be of much help if you do run into trouble. Even if you don’t want a lot of customization, you’ll need to do some tinkering during the initial setup to get your business's processes configured to your needs. How much does Zoho CRM cost? Swipe right to see more 0 out of 0 backward forward Zoho Free Zoho Standard Zoho Professional Zoho Enterprise Zoho Sales Ultimate Zoho Plus Price Free Price $14 per user per month (paid annually)$20 per user per month (paid monthly)Price in USD Price $23 per user per month (paid annually)$35 per user per month (paid monthly)Price in USD Price $40 per user per month (paid annually)$50 per user per month (paid monthly)Price in USD Price $52 per user per month (paid annually)$65 per user per month (paid monthly)Price in USD Price $57 per user per month (paid annually)$69 per user per month (paid monthly)Price in USD Key Features 10 email templatesCustomizable sales pipelineList segmentationData on sales reps and stages of the pipelineAutomation builder Key Features 100 email templatesLead scoringData chart builder10 custom dashboardsVarious integrations Key Features Unlimited email templatesQuote/proposal managementDuplicate lead detectionUnlimited custom dashboardsTeam KPIs Key Features Auto-responses to leadsSales forecastsApproval workflowsCustom objects Key Features 24/7 live support500 hierarchy roles100 web forms Key Features 10 website chatbotsWebsite live chatIntegration with Twitter and Facebook messaging The free and lower-priced tiers are great affordable options for small businesses, or for those wanting a taster of what a CRM system can offer. Zoho operates on a monthly subscription basis, although you can also choose to pay annually at a discounted rate. If you’re after flexibility, though, the monthly subscription means you can jump up tiers if the need arises. Is Zoho CRM right for my business?“I have a small business”The free version of Zoho CRM would work well if you have a small business, as you can still carry out key functions without spending a cent. It allows up to three users to use the platform.Zoho CRM Standard is also a great option for small businesses, especially if you want a wider range of access to features. You won’t have access to a wide range of third-party integrations or enhanced features, but you’ll get basic workflow automation, lead scoring rules, and custom dashboards. Zoho CRM has focused on small businesses since its beginning, which is why its free version is robust and its lower tiered paid plans are still affordable.“I’m not tech-savvy”No CRM system is truly a piece of cake to use. That being said, Zoho CRM is one of the easier ones to get comfortable with. There are even step-by-step instructions which enable you to set this up without needing a specialist. You might have to spend some time integrating apps, but this is fairly easy – you just need to search through the Zoho Marketplace to find what you need. Once set up, the dashboard is straightforward, and can be navigated from simple drop-down menus. Each user can customize their own view to make it work for them. The interface is easy to use – although Zoho’s customer service may not be of much help if you do get stuck, at least according to some user reviews.Customer service support levels change depending on what tier you’re in. Those on the Free plan have access to basic support, which includes a customer portal and help via email. Standard comes with access to live chat and 24/5 phone support.The best support will cost you extra, in the form of Zoho’s Premium and Enterprise packages. Premium offers 24-hour support on weekdays with remote assistance and product onboarding. Enterprise provides 24/7 support, an account manager, and quarterly reports. Still, Zoho’s customer service has been reported as being less than stellar, with many users complaining that their issues are rarely resolved and that it can be difficult to even get a hold of the team.“I’m based in Canada”No problem! Zoho CRM is headquartered in India, but has locations around the world. With over 20,000 paid customers and tens of thousands of free tier users in Canada, Zoho CRM is making big moves in Canadian territory. “There is a direct correlation between Zoho's 40+ percent year-over-year growth in Canada and the growth of business in general in the country,” LSP Chandrashekar, Chief Evangelist, Zoho Canada.”Zoho is one of the most popular CRMs in Canada, which is not surprising considering that it provides a uniform, dynamic, and easy way to increase efficiency, productivity, and growth.Zoho has postponed the creation of its planned Canadian data center due to the COVID-19 pandemic, but your information will simply be stored in the US data centers until this has been established. “I’m always on the go and need to keep an eye on my business”The Zoho CRM mobile app gives you easy access and insight into your business at any given moment. Using the app, your team can:Log callsLog customer visitsAccess insights on sales trendsAdd voice notes and filesAccess and amend information The app is a powerful tool for your sales team, enabling them to be out on the road whilst also ensuring everything is kept up to date. Use our free comparison tool to find the best CRM system for you. Get free quotes! What do Zoho CRM customer reviews say?To find out what real-life users think about Zoho CRM, we scoured the internet for reviews from its customers. “The CRM is highly customizable, with the ability to create custom fields and objects. It also supports workflows for automation and easy-to-set-up integrations with other products. Using Zoho One, the CRM can integrate with a host of other Zoho products, including its email marketing automation tool, for one low fee.”Eric H, Canada, Zoho CRM customer“I like having the ability to insert and manage leads, and the fact that one can assign tasks to other members.However, customer service often does not seem to know what they are doing, and problems arise quite often. Plus, templates are not very customizable to make in Zoho. ”Ashton A, Canada, Zoho CRM customer How Did We Find the Best CRM Software?Our team of independent researchers looked at a selection of the best and most popular CRM software. After finding all the information we need, the researchers then compare each software against its competitors, allowing us to find the cream of the crop. The criteria we look at include:Price: Simple enough – the platform with the lowest price tag scores the bestCustomization: What does the platform allow you to toy with in order to make it suit your business?Features: Again, fairly easy to assess. Whichever platforms offer the best variety of features are given a better placement than those that have a more skint collection of tools.Team Infrastructure: How does the platform allow you to manage large sales teams?Customer Support: Again, easy enough – look at the options available and see what each platform offers its customers when it comes to their support resourcesScalability: How much does each software allow your business to grow over time?After factoring in all this information, alongside the scores they received, we were able to calculate a final overall score for each CRM platform. Expert verdictZoho CRM is well-suited to small and medium-sized businesses in a range of industries. The ability to customize makes it a great match for businesses who want to scale easily. After all, businesses are dynamic, fluid, and versatile, and your CRM system should be able to match these qualities. Zoho’s ability to integrate with both third-party and in-house apps definitely makes it a good choice for businesses looking to run operations from one system. The pricing system is suited to small and medium-sized businesses, because it can get pricey as you increase tiers. Larger businesses will need more user licenses, which can certainly add up. Despite all the great features Zoho CRM offers, a major drawback is its poor customer service. Slow response times have left many users frustrated. The deciding factor will come down to whether the price and features are enough to forego efficient customer service. In this Zoho CRM review, we’ve given you all the details you need to make an informed decision for your business. If you’re still in the market and want to widen your choices, use our free quote-finding tool to get matched up with the CRM system providers that are best for your needs. They’ll get directly in touch to give you tailored, no-obligation quotes, and answer any questions you may have. Our service is completely free, and it’s the quickest and easiest way to compare the right systems for you. What other CRMs could I consider?If you’re still not convinced Zoho is the right CRM for your business, check out our other CRM system recommendations. The Best CRMs for Small Businesses The Top 5 Cheap CRM Systems Written by: Zara Chechi Business Services Expert Zara is a Payments Expert, specialising in writing about Point of Sale systems. With a Law Degree from City University of London, she has used her legally-honed research and analytical skills to develop expertise in the Business Services world. Featured in FinTech Magazine, she quickly became an expert in payroll, POS systems, and merchant accounts. Reviewed by: James Macey Senior Business Software Researcher James thinks all businesses can improve if they use the right technology. At Expert Market, he utilises his 4+ years experience as a researcher to offer specialised advice on a wide range of categories from CRM to Fleet Management.