Zoho CRM Customer Reviews 2025 | Customer Relationship Management

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Zoho

Zoho CRM

Composite Score

8.8 /10

CX Score

9.1 /10

348 Reviews

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.

+93 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

Trustworthy
Fair
Acts with Integrity
Security Protects

Feature Ratings

Average 83

Collaboration

Lead Management

Sales Management

Activity and Workflow Management

Customer Service 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

Ease of Customization

Usability and Intuitiveness

Business Value Created

Quality of Features

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

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Customer Relationship Management - Enterprise

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Zoho CRM Reviews

Inumidun B.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2025

Flexible and Highly customizable

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

Zoho CRM stands out for its all-in-one ecosystem, offering seamless integration with other Zoho apps like Zoho Books, Campaigns, and Desk enabling businesses to manage sales, marketing, and support from a single platform.

What is your favorite aspect of this product?

My favorite aspect of Zoho CRM is its high level of customization 鈥� from modules and fields to workflows and automation rules 鈥� which makes it easy to tailor the system to fit unique business processes without needing extensive technical expertise.

What do you dislike most about this product?

Nothing at all

What recommendations would you give to someone considering this product?

If you're considering Zoho CRM, I recommend starting with a clear understanding of your sales workflow and mapping it to Zoho鈥檚 modules and automation tools. This will help you set it up efficiently and take full advantage of its flexibility and integration options.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Morris S.

Role: Sales Marketing
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2025

Average Service

Likeliness to Recommend

6 /10

What differentiates Zoho CRM from other similar products?

Zoho is an average CRM, best used for business 1-10 employees

What is your favorite aspect of this product?

The manageability

What do you dislike most about this product?

The integration and AI

What recommendations would you give to someone considering this product?

More use of AI and automation

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

N.K (Rohan) G.

Role: Human Resources
Industry: Other
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Jun 2025

It's my own experience about Zoho CRM review

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

Zoho is more potential and user-friendly from others

What is your favorite aspect of this product?

More business and save time

What do you dislike most about this product?

Need more features overall good

What recommendations would you give to someone considering this product?

It's time save or cost is good for use every one for business purpose

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

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Zoho CRM

What is Zoho CRM?

Company Details

Need Assistance?

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

+93 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.

Activity and Workflow Management Text or code-based and visual workflow designers.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

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.

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.

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.

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.

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.

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

Inumidun B.

Flexible and Highly customizable

Likeliness to Recommend

Pros

Morris S.

Average Service

Likeliness to Recommend

Pros

N.K (Rohan) G.

It's my own experience about Zoho CRM review

Likeliness to Recommend

Pros

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Title

Feature Ratings

Collaboration

Lead Management

Sales Management

Activity and Workflow Management

Customer Service 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

Ease of Customization

Usability and Intuitiveness

Business Value Created

Quality of Features

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support