THE GOOD

Time-saving design:

The Zoho CRM system is set up in a way that limits the amount of clicks necessary to perform any given action in a module. Customizing and setting up a workflow is simple to do once you go through a few iterations of creating one. There's an automation section under Setup that enables you to establish workflows and create assignment rules for several business processes and tasks, which is a great timesaver in the long run.

Dynamic and usable reporting:

The reports module contains a variety prebuilt reports that you can run in real time or schedule for later. In addition, you can create your own reports and export any of your reports in Excel, CSV, or PDF. Another useful feature is the ability to create different types of charts, such as bar, pie, funnel, or line. You get a pictorial representation of your custom reports in one view through the dashboards module. The charts are built with Adobe Flash technology, which displays the data dynamically. Another strong feature is the ability to drill down into any chart. You can click on the chart and it directs you to the relevant data set, which helps you analyze results more efficiently and identify specific areas of improvement.

Strong inventory management features:

Zoho CRM equips you with what you need to manage your products, price books, vendors, sales quotes, orders, and invoices to round out your entire sales cycle. You can create and send quotes to accounts, contacts, or opportunities directly from the CRM, or you can print or create a PDF file. Converting a quote to a sales order or invoice can then be done through the click of a button. These tools are time-saving and tremendously convenient.

Mobile access enabled:

You can essentially access your Zoho CRM account from any mobile device as long as you have an Internet connection. You can access all of your data offline and synchronize with your CRM later through an iPad, iPhone, Android phone, or BlackBerry. Key features include the ability log inbound and outbound calls, send emails, and view, add, or delete records.

Built-in social CRM:

Zoho CRM offers the ability to engage with your contacts through Facebook, Twitter, and LinkedIn all from within your account. You get real-time insight into updates, activities, and interests of both current and potential customers and are able to directly partake in these conversations, which helps you stay engaged with your customers at all times.

Solid support options and resources:

Email and live chat are available to all customers, and phone support, remote assistance, and customer portal access are available for paid customers. Email response time for free edition users is two business days, while paid customers receive a response within 24 hours, Monday through Friday. You can also access CRM Resources, which contains a user guide, an API guide, videos, a knowledge base, FAQs, and a blog that covers a wide range of topics from the CRM team at Zoho, its partners, and the user community.

Inexpensive CRM with quick deployment:

Zoho is one of the lowest-priced, full-featured CRM products on the market today. This is especially a great value for small businesses. The application is very user-friendly and you can be up and running in just a matter of days.

THE BAD

Limited marketplace for third-party integration:

Zoho makes a variety of its own apps that you can easily integrate with your CRM, including tools for project management, email management, and chat. However, if you're looking for more powerful applications to supplement your CRM, you won't find much, as there's really only a handful of add-ons specifically for productivity and collaboration available from Zoho's marketplace. You most likely have to use the Developer API to integrate other applications if needed.

THE DETAILS

Details
Contract Agreement Annual, Month to Month
Data Storage 512MB - 1GB/user, 1GB/org
Free Trial 15 days
Monthly Rate $0 - $50/user
Number of Users 1 - Unlimited

FEATURES

Title
  • Case Management You can create, track, and manage customer cases.

  • Email-to-Case You can capture a customer case from email.

  • Solutions You can create, view, and manage solutions used to solving customer cases.

  • Web-to-Case You can capture a customer case online through web forms on your website.

  • Computer Telephony Integration (CTI) Computer Telephony Integration (CTI) is enabled for this product. At a minimum, this allows you to manage incoming and outgoing calls.

  • Knowledge Base You can publish a knowledge base to contain solutions to be shared with users in your organization and customers.

  • Self-Service Portal You can provide online support for your customers through a self-service portal.

  • Service Contracts You can create, track, and manage service contracts - which is an agreement between you and your customers.

  • Campaign Cloning You can easily clone or copy an existing marketing campaign.

  • Campaigns You can plan, create, track, and manage marketing campaigns through the CRM application.

  • Email Templates You can utilize pre-defined email templates or create your own.

  • Mass Emailing You can send a mass email message to multiple recipients.

  • Web-to-Lead Forms You can create and publish forms on your organization's website to gather information and capture new leads.

  • Campaign Activities You can create activities, waves, or hierarchies within a marketing campaign.

  • Campaign Wizard You can get step-by-step guidance in creating marketing campaigns.

  • Campaign Metrics Reporting You can get reporting on campaign metrics such as: ROI, bounce emails, unique emails open, total email click-throughs, unique email click-throughs, and click-to-open rate.

  • Charts You can create, edit, and view charts with data from the CRM application.

  • Customizable Dashboards You can customize dashboards.

  • Custom Reporting You can create, edit, and view reports with data from the CRM application.

  • Dashboards You can view data through dashboards.

  • Drill-Down Capable You can drill down on a report or chart to see the data set used.

  • Export Reports You can run and export reports from the CRM application. Typical report formats are CSV, PDF, and XLS.

  • Multiple Report Types You can view a report in different formats. These formats include tabular, summary, or matrix.

  • Pre-Built Reports The product comes stocked with pre-built reports.

  • Report Builder You can set up new reports or existing ones through a report builder.

  • Sales Reports You can report on opportunities and leads.

  • Scheduled Reports You can schedule a report to run daily, weekly, or monthly. Some products also have the functionality to email the report to you automatically.

  • Support Reports You can report on cases and solutions for your organization.

  • Analytic Snapshot You can report on and view historical data.

  • Account Management You can create, track, and management accounts.

  • Activity Tracking and History You can track current and historical activities for a record, such as accounts, contacts, and leads.

  • Competitor Tracking You can track competitors' strengths and weaknesses for your opportunities.

  • Contact Management You can create, track, and management contacts.

  • Customizable Sales Forecasting You can customize sales forecasts.

  • Customizable Sales Process You can customize sales processes for your organization.

  • Lead Management Leads are potential customers. You can create, track, and manage leads in the CRM system.

  • Lead Routing You can route leads to the appropriate person or team.

  • Multiple Currencies Your administrator can set up your CRM system to use multiple currencies.

  • Opportunity Alerts You can set up alerts to monitor deals from opportunities.

  • Opportunity Tracking You can track and manage opportunities, which are sales or pending deals, for your organization.

  • Product Catalog You can create, track, and manage products and price lists.

  • Qualify and Convert Lead You can qualify and convert a lead to an account, contact, or opportunity.

  • Quota Management You can set and monitor sales quotas for your sales representatives.

  • Quotes You can create and share quotes for customers.

  • Sales Forecasting You can create and generate sales forecasts to see what your expected sales revenues are.

  • Assets Assets are specific products your customers have. You can create, store, and manage this in the CRM system.

  • Contract Management You can create, track, and management business contracts.

  • Document Library You can store files in the document library. These are files that are often shared with your contacts and accounts.

  • Lead Scoring You can score leads.

  • Facebook You can integrate the product with Facebook, which enables you to view a contact record's profile from within the CRM application.

  • Google Apps You can integrate the product with Google Apps.

  • LinkedIn You can integrate the product with LinkedIn, which enables you to view a contact record's profile from within the CRM application.

  • Microsoft Excel You can integrate the product with Microsoft Excel.

  • Microsoft Word You can integrate the product with Microsoft Word. This is useful for such tasks like creating mail merge templates with data from the CRM application.

  • Twitter You can integrate the product with Twitter, which enables you to view and join in on real-time customer conversations.

  • Fields You can customize fields in the CRM application. Depending on the product, this can mean renaming, creating, or ordering fields.

  • Formula Fields You can create formula driven fields in the CRM application.

  • Manage List Views You can customize list views in the CRM application to see a specific set of records.

  • Marketplace You can customize the CRM application by adding applications, either from the company or a 3rd party, through a marketplace or app store.

  • Personal Display You can change display options in the CRM application to personalize the user interface based on role.

  • Tabs/Modules You can customize tabs or modules in the CRM application. Depending on the product, this can mean renaming, creating, ordering, or grouping tabs or modules.

  • API The product has an API feature that enables you to access your organization's information from the CRM application.

  • Data De-duplication You can identify, fix, and reduce duplicate data through data de-duplication.

  • Data Import You can import data into the CRM application. Most commonly in CSV or XLS formats.

  • Deleting Mass Data There is an option to export all of your data in the CRM application.

  • Monitoring You can merge duplicate data.

  • Record Merge You can merge duplicate data.

  • Export Backup Data There is some level of monitoring functionality that enables you to track certain tasks like: bulk data load jobs, inbound emails, usage, or workflow queues.

  • Gmail You can view and send email from a Gmail account within the CRM application.

  • Microsoft Outlook You can view and send email from a Microsoft Outlook email within the CRM application.

  • Yahoo You can view and send email from a Yahoo email account from within the CRM application.

  • IBM Lotus Notes You can view and send email from an IBM Lotus Notes email within the CRM application.

  • Blog There is a blog for the product.

  • FAQ There are frequently asked questions (FAQs) for the product.

  • Knowledge Base There is a knowledge base for the product.

  • Training Some level of online training is available for the product. Typically as courses or classes.

  • User Guides User guides are available for the product.

  • Videos Videos are available for the product.

  • Best Practices You can find best practices for the product. Typically in implementation of the product in your organization.

  • Webinars There are webinars for the product.

  • Access to Accounts You can access account records from the CRM application on a mobile device.

  • Access to Cases You can access case records from the CRM application on a mobile device.

  • Access to Contacts You can access contact records from the CRM application on a mobile device.

  • Access to Dashboards You can access dashboard(s) from the CRM application on a mobile device.

  • Access to Leads You can access lead records from the CRM application on a mobile device.

  • Access to Opportunities You can access opportunity records from the CRM application on a mobile device.

  • Access to Tasks You can access tasks from the CRM application on a mobile device.

  • Android You can access the CRM application with an Android phone.

  • Blackberry You can access the CRM application with a Blackberry.

  • Can Edit You can make edits to data in your CRM application on a mobile device.

  • iPad You can access the CRM application with an iPad.

  • iPhone You can access the CRM application with an iPhone.

  • Windows You can access the CRM application with a Windows phone.

  • Data Sharing Rules Data sharing rules enables administrators and/or users to grant access to defined sets of users.

  • Field-level Security Field-level security enables administrators to restrict view and edit access for certain fields in the CRM system.

  • Security Groups Administrators can create and manage groups in the CRM application. This may include groups based on location, department, or job profiles.

  • Territory Management Territory management enables administrators to grant access to accounts based on characteristics of the accounts. Often is used to structure sales territories.

  • User Management User Management enables administrators to perform certain tasks for users like create user, reset password, and assign permissions.

  • Email You can get assistance with customer or technical issues with a representative through email.

  • Forums A community for support with common product problems. Typically made up of users and product specialists from the company. Also known as "communities" or "answers".

  • Live Chat You can get assistance with customer or technical issues with a representative online through live chat.

  • Phone You can get assistance with customer or technical issues with a representative through phone support.

  • Social Media The company has a social media presence in Twitter, Facebook, and/or Google+. This could be a viable support channel for some products.

  • Tickets/Case You can get assistance with customer or technical issues by submitting a ticket/case/service request online, most commonly through a customer service portal.

  • Auto Response Rules You can create auto response rules to automatically send email responses based on a set of conditions.

  • Case Assignment Rules You can create case assignment rules to specify how cases are assigned to users or queues.

  • Custom Workflows You can create custom workflows to automate procedures and business processes.

  • Escalation Rules You can create escalation rules to escalate cases to users or queues if they are not resolved within a certain time period.

  • Lead Assignment Rules You can create lead assignment rules to specify how leads are assigned to users or queues.

  • Visual Workflows You can create workflows visually in diagram structure.

  • Invoices You can create and manage invoices (customer bills).

  • Price Books You may sell products to customers at variable prices. Use price books to track and manage this.

  • Purchase Orders You can create, track, and manage purchase orders.

  • Sales Orders You can create and manage sales orders for customers.

  • Vendor Management You can track and manage vendor information.

PRICING

Free

Monthly Rate: Free
Number of Users: Up to 3
Data Storage: 1GB/org

Standard

Monthly Rate: $12/user
Number of Users: Unlimited
Data Storage: 512MB/user

Professional

Monthly Rate: $20/user
Number of Users: Unlimited
Data Storage: 512MB/user

Enterprise

Monthly Rate: $35/user
Number of Users: Unlimited
Data Storage: 1GB/user

CRM Plus

Monthly Rate: $50/user
Number of Users: Unlimited
Data Storage: 1GB/user

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