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Zoho CRM Review (2023)

Cloud-Based Business CRM Software
By Martha KendallBy Martha Kendall -
Last Updated: May 30, 2023
30 reviews
very good
very good
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$12/user/month, billed annually
Free Trial
15 days
MailChimp, Shopify, Zapier, Office360, and more

Our Verdict

Is Zoho CRM Worth It?

Zoho offers cloud-based business software including customer support, accounting, and contact management tools. Zoho CRM unites sales and marketing automation, deep analytics and reporting, process management and collaboration tools, and AI-powered lead management.

$12/user/month, billed annually
Free Trial
15 days
MailChimp, Shopify, Zapier, Office360, and more

Zoho at a Glance

Editorial Score


Track all interactions in one place, drag and drop, low-code features

Great for Small Businesses

Platform for almost every team makes it good for SMBs, free plan with robust features available

Automations & Integrations

500+ integrations, integrate with existing software, set automated email reminders, AI-powered tools

Reporting & Analytics

Customizable reports and insights, easy-to-use visual builder to create clear and concise reports

Customer Service

Agents available Monday-Friday, help in 12+ countries, user community forum

Zoho Pros & Cons


Flexible pricing plans
Advanced sales and marketing automation
AI-powered lead management


Few customer support tools
Social media tracking is limited

Top Zoho Reviews

, NJ
Quality and trusted service and product line. A top rated service for CRM. It helps the corporation to be much more productive
, IL
I think its easy to use, I like the format of the CRM, easy to navigate, effective and easily afforded
, NY
They are the easiest to work with and I have had the best experience with their customer service team.
See all Zoho reviews

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Top Zoho CRM Reviews


Zoho CRM at a Glance

Best for: Small and medium-sized businesses across all industries 

Key use: Lead management

Price: $12-$55/user/month

Free trial: 15 days, or a free edition 

How Zoho CRM Works

Using Zoho CRM

Zoho CRM is part of the company’s suite of business software. The CRM suite offers a very wide range of tools and features for sales and marketing teams, including AI-powered sales workflows and automated marketing campaigns that are fully cross-channel. With Zoho, it’s easy to collaborate between departments, but also to filter out unnecessary noise to concentrate on the data and tasks you need.

Zoho’s best features are the AI-assisted sales automation tools, deep, customizable analytics, and extensive integrations.

Tools for Sales Teams

Zoho’s main focus is on automating and simplifying the workload for sales teams. The interconnected tools include workflow automation, macros, webhooks, and custom functions that allow sales teams to keep all the tools and data that they need at their fingertips. You can use Zoho’s default automation rules, like sending a text message when a delivery has been dispatched, or set your own.

Zoho SalesSignals brings together all the data about each lead into one place, uniting website behavior, social media activity, and interaction with sales reps.

Zia is Zoho’s AI feature. It automatically identifies the best time to make contact with each prospect, analyzes tone and sentiment from emails, spots trends and anomalies that help make sales processes more efficient, and makes suggestions to help streamline workflow.

Features for sales teams include:

  • SalesSignals to unite cross-channel interactions
  • Customizable, real-time notifications whenever a lead reaches out
  • Automatically add social leads
  • Auto-assign new leads
  • Macros
  • Webhooks
  • Automated workflows with up to 10 conditions
  • AI-powered automated follow-up
  • Lead and deal predictions

Tools for Customer Support Teams

Zoho CRM offers some customer support tools, but most of those are available through Zoho Desk, which is a separate customer support platform that integrates with Zoho CRM. Zoho CRM customer support tools include:

  • Click-to-call
  • Live chat customer support
  • User portals

You can use Zoho to create automated special offer campaigns and discount vouchers, but it’s not a focus of the software.

Tools for Marketing Teams

Depending on your plan, you can take marketing automation all the way with Zoho. You can use Zoho to send mass emails, set autoresponders, use email templates, and create complex marketing campaigns. Zoho helps you set budgets and track ROI. With certain Zoho plans, you can manage Google ad campaigns, capture website leads, and even enter and organize leads acquired at trade shows and face-to-face meetings. Here are some other features:

  • Email templates
  • Email campaigns
  • Website visitor tracking
  • Mass emails
  • Autoresponders
  • Google ad campaign management
  • Web forms
  • Webinar hosting
  • Surveys
  • Business card scanning
  • Automated contact management

Customization and Integrations

Zoho itself runs a wide empire of business software, so the Zoho CRM integrates with all other Zoho tools. Zoho CRM comes with an open API to connect with favorite business tools, and built-in integrations with dozens of apps like MailChimp, Shopify, Zapier, Office360, and more.

The basic Zoho CRM is fairly standard looking, but that’s mainly because it’s so open to customization. You can change the layouts, filters, and views; add fields, components, and subforms; and adapt functionalities and capabilities.

Zoho also created a pipeline-centric CRM designed specifically for small businesses called Bigin. It starts at $7 per user per month and is a great place for small businesses to dip their toes in the CRM pool.

Reporting and Dashboards

Zoho CRM offers a wide range of analytics, reports, and dashboards. The level of customization and depth of visualization depends on your pricing plan. With Zoho, you can access real-time reports that are customizable, shareable, and searchable so that you can easily find the data you need. Dashboards and visualizations can be customized and shared as much as you want, making it easy to compare data, spot trends, and follow KPIs. Zoho’s reports include forecasting and report segmentation, so you can assign different areas of reporting and analytics to different representatives.

Ease of Implementation and Use

Zoho is entirely cloud-based, so there’s nothing to configure, set up, or download. There’s plenty of support to help you onboard, including training programs, how-to videos, FAQs, webinars, and even tutorials that allow new users to practice with Zoho features before using them for real.

Although there’s so much information to help new users, Zoho itself is pretty intuitive. The dashboard is self-explanatory, with every feature clearly labeled. If you're not certain what a particular tool or icon is for, you can quickly click over to the Help Center and find guidance on how to use it and tips for getting the most out of it.

Mobile App

Zoho’s Mobile CRM app is effective and efficient. It syncs fully with the cloud-based CRM, so you can pick up where you left off even when you have to go offline for a while. The mobile CRM includes sales insights, geographic lead location, and scheduling assistance.

Zoho Customer Support

Zoho has a very comprehensive help center that offers how-to videos, eBooks, tutorials, webinars, training programs, FAQs, and in-depth documentation.

Users who need help can reach out to others in the User Community forums and the self-service portal before turning to official customer support through email and phone. Customer service agents are available around the clock from Monday morning until Friday night. Zoho has local phone numbers in over a dozen countries worldwide.

Zoho CRM Pricing

How Much Does Zoho CRM Cost?

One of the beauties of Zoho CRM is that it’s so flexible. You can begin on the free version, which has limited sales automation, email automation, collaboration, and workflow management tools, and offers only basic analytics and customer support. It’s suitable for up to 3 users, making it a good way for small businesses to start out.

The Standard plan adds more sales and email automation tools, customized reports and dashboards, social media and email insights, and more extensive integrations and developer tools.

Upgrade to Professional to get more workflow rules, emails, and customized reports and charts. Professional also gives you inventory management, Google Ads management, webhooks, and unlimited records.

Enterprise adds a host of advanced features that include Zia Voice, Zoho’s conversational AI service, BI tools, autoresponders, user portals, and more.

Finally, the Unlimited plan delivers all this, plus advanced customization, data enrichment, enhanced data storage, and more.

Finally, the Ultimate plan delivers all this, advanced BI bundled with Zoho Analytics, plus advanced customization, data enrichment, enhanced data storage, and more. All paid plans come with Classic support. You can get premium or enterprise support at an additional cost with any paid plan.

Visit the Zoho pricing page for full details. 

Price /user /month (billed annually/ monthly)
Main features
Email insights, scoring rules, custom unique fields, social media tracking
Inventory management, validation rules, webhooks, unlimited records
Zia Voice, BI tools, user portals
Data enrichment, enhanced storage, automation suggestions
Max emails/day
5000 emails/day
5000 emails/day
5000 emails/day
Analytics and reports
Custom reports and dashboards
Unlimited custom dashboards
Funnel analytics, target meters, anomaly detection
Advanced customization
Marketing automation
Web forms, email marketing campaigns
Google Ads management
Auto responders
Email sentiment

What’s more, you can try out any one of these pricing tiers for 15 days for free (or 30 days free for the Ultimate plan), without providing your credit card information. With Zoho, you can easily upgrade your plan mid-year, too.

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What Customers Say About Zoho CRM

Bottom Line

Zoho’s cloud-based CRM stands out for its AI-powered sales and marketing automation, extensive analytics, visualization, reporting, flexible pricing, and wide range of integrations. It’s easy to use and quick to set up, with excellent customer service. As part of the Zoho business software stable, it's very valuable, but it has relatively few tools for customer support teams. For small to medium-sized businesses, Zoho is scalable and effective.

Martha Kendall Custard writes for and is a conversion-driven marketer and B2B content creator who improves brand authority while making sales. She works with SaaS and software companies as well as digital advertising agencies to write strategic blog posts that drive traffic and convert.

Zoho customer reviews

Based on 30 reviews

Ease of use

Brand satisfaction

Value for money

Service quality

Top Reviews

Ease of use

Brand satisfaction

Value for money

Service quality

3 years ago

Quality and trusted service and product line. A top rated service for CRM. It helps the corporation to be much more productive

3 years ago

I think its easy to use, I like the format of the CRM, easy to navigate, effective and easily afforded

3 years ago

They are the easiest to work with and I have had the best experience with their customer service team.

3 years ago

The charts, graphs, and integrated analytics are top notch. Creating presentations is a breeze.

3 years ago

It's reliable and it's convenient and it's become an indispensable service and that's why it gets a super good rating

3 years ago

Zoho is a reliable service and easy to use. I have recommended this to my family and friends

3 years ago

Just my opinion after using it. Its easy and its user friendly. No need for extensive training and all is clear

3 years ago

Great and reliable service, no issues at all and would definitely recommend trying if the chance presents itself.

3 years ago

There's always room for improvement. I dislike that they don't have good promotions. I like their servers though, very safe

3 years ago

Zoho is a good CRM tool. It has good features of adding good customer data base and easy sorting results.

3 years ago

Easy to add to as needs change. It is also relatively simple to add team members and cross function departments.

3 years ago

It works well for our business and the cost isn't too expensive. I like their interface and program design.

3 years ago

Helps you find new customers and grow your business. It is reliable and provides you good value for your money.

3 years ago

They stand behind their products and provide good customer service. They could be more cost effective

3 years ago

It meets the overall needs but isn't particularly good nor particularly bad. It is connected to the tool my company uses for customer support.

3 years ago

Works pretty seamlessly 99% of the time. I have nothing else to compare it to as it's the only CRM I've used.

3 years ago

It has been very helpful to me and my business during any and all business related needs.

3 years ago

There wasn't really anything about Zoho that I just absolutely did not like. This is why I gave it an above rating.

3 years ago

Reliability and products but most of all customer service. Products are very useful for every day tasks.

3 years ago

Zoho ManageEngine is a very good product to monitor network, policing the network, and checking the software license. The CRM is great

30 reviews
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