Zoho CRM Customer Reviews 2025

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Zoho

Zoho CRM

Composite Score

8.8 /10

CX Score

9.0 /10

306 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 Emotional Footprint Champion

Latest Award, 2025

Service Experience

Latest Award, 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

94 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award

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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.

+91 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

6% Neutral

92% Positive

Pros

Trustworthy
Fair
Acts with Integrity
Reliable

Feature Ratings

Average 83

Collaboration

Lead Management

Activity and Workflow Management

Customer Service Management

Sales Management

Account and Contact Management

Analytics and Reporting

Marketing Management

Telephony and Call Center Management

Mobile

Quote Contract and Proposal

Vendor Capability Ratings

Average 81

Ease of Implementation

Quality of Features

Breadth of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Ease of IT Administration

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

Role: C-Level
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Nov 2023

Lots of functionality, initially less expensive

Likeliness to Recommend

5 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Less Efficient Service
Less Effective Service
Less Inspiring

Michelle O.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2023

Great product for lead management

Likeliness to Recommend

10 /10

What differentiates Zoho CRM from other similar products?

Zoho has a lot of great features, you can customize emails and integrate with Gmail to track directly on the appllication

What is your favorite aspect of this product?

when we started an initiative called close the loop we were able to customize the deals fields to add a close the loop and improvement suggestion filed that updated realtime

What do you dislike most about this product?

when they updated there wasnt so much training materials to go by we had to get their team to train us

What recommendations would you give to someone considering this product?

Great tool for tracking across all customer facing department especially for sales and recruitement

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Maurice H.

Role: Consultant
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2023

Very complete CRM package!!

Likeliness to Recommend

7 /10

What differentiates Zoho CRM from other similar products?

The Zoho CRM suite is a part of a bigger software package. With a combination of all Zoho products, you can manage all your online business needs! They offer a full business package, much like Office 365 for CRM.

What is your favorite aspect of this product?

The breath of features Zoho offers. It pretty much includes everything you need for your online business.

What do you dislike most about this product?

Nothing much as it is very complete. You should double-check the pricing plan, though, as you want to match it with your business size and needs.

What recommendations would you give to someone considering this product?

Definitely give Zoho CRM a try, as their software packages includes everything you might need in your online business software package.

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

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Zoho CRM

What is Zoho CRM?

Company Details

Need Assistance?

Awards & Recognition

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

94 Plan to Renew

1 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+91 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.

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.

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

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.

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.

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.

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.

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.

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.

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.

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

Lots of functionality, initially less expensive

Likeliness to Recommend

Pros

Cons

Michelle O.

Great product for lead management

Likeliness to Recommend

Pros

Maurice H.

Very complete CRM package!!

Likeliness to Recommend

Pros

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1
Since last award

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Feature Ratings

Collaboration

Lead Management

Activity and Workflow Management

Customer Service Management

Sales 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

Quality of Features

Breadth of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Vendor Support