added an SMS marketing feature on 30 November 2022
allows SMS marketing
allows adding custom properties via setup settings
allows configuring rules for automatic lead scoring
allows editing of pipeline stages
allows editing ready-made reports
allows importing contacts from a file
allows importing contacts from other CRMs
allows importing deals from a file
allows importing deals from other CRMs
allows sending email notifications
allows workflow automation rules to be set up across all Zoho CRM plans
applies to Contacts
applies to Leads
applies to Vendors
applies to custom modules
asks whether it is the right choice for you
can be slow to load
could be a good option for experienced CRM managers
could be a good option for those willing to invest time to learn how Zoho CRM works
could cause issues if the 'company' field is not used
dashboard customization works with drag-and-drop technology
displays live chat at the bottom of the screen
displays reminders at the bottom of the screen
does not allow adding custom fields on the free plan
does not include live chat
enables GDPR by navigating to Setup > Users and Control > Compliance Settings
enables automated lead scoring based on your own criteria
enables automations for assignment rules
enables automations for other actions
enables automations for scoring rules
enables automations for segmentation
enables marketing campaigns
enables the sales team to move deals around
enables triggering of configured automations for new and updated records when importing new contacts
enables triggering of configured processes for new and updated records when importing new contacts
enables turning on the Compliance Settings
enables workflow automation for leads, deals, and tasks
facilitates lead management
features are sold as separate apps
feels overly complicated
has a Cons section in its review article
has a good range of integrations with third-party tools
has a left-side navigation menu
has a limit of 10 email templates on the free plan
has a review titled 'Zoho CRM Review: Is it the Right Choice for You?'
has a top navigation menu
has a user interface that isn’t the most user-friendly
has an overall rating of 3.6
has been on the scene since 2005
has bottom-of-screen items that are extremely small
has limitations on custom fields
has limitations on email notifications
has limitations on forms
has many apps
has responsive support agents
includes a Pros section
is SOC 2 compliant
is a CRM software
is a CRM tool mentioned in the Zoho CRM Review content
is a comprehensive CRM
is an established player in the CRM market
is available in 26 languages
is best suited for experienced CRM managers.
is difficult to navigate for users without experience with complex systems
is discussed as the right choice for you
is not as intuitive as HubSpot and Pipedrive
is not recommended for users with little CRM experience
is not the most user-friendly CRM tool
is recommended for a multilingual team
is slow to complete tasks
is somewhat complex
is the product being reviewed in the Zoho CRM Review
is the product mentioned in the Zoho CRM Pricing content
is the product mentioned in the Zoho CRM Review content
is the subject of a Zoho CRM Review
is the subject of a review that asks if it is the right choice for you
is the subject of the Zoho CRM Review
lacks Google Analytics integration
lacks a back button when editing reports
lacks a feature to set up alerts
lets you decide where customer data is stored, choosing between US data centers and European data centers
may not be the best CRM software for your business
may not yield a smooth sales funnel
offers 24 hours per day support
offers 24-hour support, Monday through Friday
offers Canvas view
offers Kanban view
offers List view
offers a Professional plan
offers a Standard plan
offers a free plan
offers a free plan for up to 3 users
offers a free plan for up to three users
offers a free trial
offers an Enterprise plan
offers annual discounts
offers automatic lead scoring
offers email support
offers freemium plan that allows up to 3 users
offers good customer support
offers live chat support
offers multiple support channels
offers numerous ready-made reports
offers phone support
offers support in 11 countries
offers support in 11 languages
offers two-factor authentication on higher-tier plans
offers unlimited dashboards on higher-tier plans
offers various access levels
offers various roles
paid plans increase incrementally based on the features you require
plans start at $20 per user per month
pricing is discussed
pricing is mentioned
provides a large number of ready-made reports
provides helpful agents
provides helpful answers
provides live chat support that is very fast
provides live chat support that is very helpful
provides phone support
provides plan-based allowances for email notifications and SMS marketing
provides website visitor tracking across all plans
released a general update on 21 February 2022
requires a UX overhaul to improve general usability
requires a UX overhaul to simplify pipeline management
requires a substantial amount of time to review tutorials and learn how it works
requires the 'company' field when importing leads
stores invoices
stores notes
stores social media accounts
support is available in 11 languages
the free plan is limited to 50 email notifications per user license
the number of custom properties available depends on the plan
uses drag-and-drop technology
is the most well-known CRM.
offers a much better user experience
offers a very generous free CRM plan
offers more CRM functionality
offers user-friendliness
price increases when moving to a paid plan
significantly simplifies contact management
allows sending emails to up to 2,000 contacts
allows sending up to 12,000 emails per month
is Zoho CRM’s own email marketing software
is a nice addition to Zoho CRM
is comparable to Mailchimp
offers a free plan
provides email marketing automation
includes SMS marketing as part of its tools
includes a form builder among its tools
includes email marketing as part of its tools
includes help desk software among its tools
includes hosting as part of its tools
offers 50+ sales and marketing tools
offers a survey tool as part of its tools
has invested substantially in developing its suite of over 50 apps
opened rural offices in Canada
opened rural offices in India
opened rural offices in Japan
opened rural offices in Mexico
turned its Austin headquarters into a fully functioning farm last year
costs $50 per user per month
costs $65
includes autoresponders
includes customer segmentation
offers yearly discounts
has a lot of experience with MailerLite
has extensive experience using Omnisend
has extensive experience with Drip
works at EmailTooltester
methodology was used to research the Zoho CRM Review
methodology was used to write the Zoho CRM Review
recommends the best digital tools for your business
focuses more on sales
may lack marketing features
offers a very user-friendly experience
is a review of Zoho CRM
was researched following our EmailTooltester methodology
was written following our EmailTooltester methodology
allows up to 10 custom dashboards
costs $35
offers yearly discounts
is not a straightforward process
is not very intuitive
requires digging around in the setup settings
is not a feature of the Zoho CRM product
offers a free plan for up to 3 agents
provides live chat
is more user-friendly
offers more CRM functionality
offers a much better user experience
simplifies contact management
costs $50
offers yearly discounts
has more relevant results than Zoho CRM's knowledge base
is more helpful than Zoho CRM's knowledge base
is a good choice for marketers focused on sales and marketing automation.
is an email marketing tool
is a tool mentioned in the Zoho CRM Review content
is an email marketing tool
is a tool mentioned in the Zoho CRM Review content
is used by Charlotte Evans with extensive experience
is mentioned in the Zoho CRM Review content
will be loved by the sales team
is limited to 1 form
is available Monday through Friday
offers yearly discounts
offers 50+ apps
Zoho CRM offers a free plan for up to three users.
Zoho CRM allows you to set up marketing campaigns and workflow automation for leads, deals, and tasks.
Zoho CRM paid plans start from $20 per month per user.
Zoho CRM paid plans go up incrementally depending on the features you require.
Zoho CRM offers annual discounts.
Zoho CRM offers a Professional plan.
Zoho CRM Professional plan has yearly discounts available.
Zoho CRM Professional plan costs $50.
Zoho CRM offers a Standard plan.
Zoho CRM Standard plan offers yearly discounts.
Zoho CRM Standard plan costs $35.
Zoho CRM’s interface design isn’t the most user-friendly.
Zoho CRM has two menus that run down the left side and along the top.
Zoho CRM displays live chat and reminders at the bottom of the screen.
Zoho CRM bottom-of-screen items are so tiny you can hardly see them.
Zoho CRM can be slow to load.
Zoho CRM can be slow to complete tasks.
Zoho CRM offers an Enterprise plan.
Zoho CRM Enterprise plan has yearly discounts available.
The Zoho CRM Enterprise plan costs $65.
Zoho CRM offers website visitor tracking across all plans.
Zoho CRM offers a free plan for up to 3 users.
Zoho CRM offers 2-factor authentication on higher plans.
Zoho CRM is SOC 2 compliant.
Zoho CRM does not provide a way to set up alerts.
Zoho CRM offers various roles and access levels.
Zoho CRM offers List view, Kanban view, and Canvas view.
Zoho CRM lets your sales team move deals around using drag-and-drop technology.
Zoho CRM allows you to edit pipeline stages.
Zoho CRM's pipeline setup is not a simple process and requires you to dig around in the setup settings, which isn’t very intuitive.
Zoho CRM offers tons of ready-made reports.
Zoho CRM allows editing ready-made reports.
Zoho CRM has no back button when editing reports.
Zoho CRM Standard plan allows up to 10 custom dashboards.
Zoho CRM higher plans allow unlimited dashboards.
Zoho CRM does not have Google Analytics integration.
Zoho CRM allows storing notes, invoices, and social media accounts to manage customer relationships.
Zoho CRM's setup settings allow adding custom properties, and the number of custom properties you can add depends on the plan you’re on.
Zoho CRM allows importing contacts and deals from a file or from other CRMs.
Zoho CRM requires the 'company' field when importing leads.
Zoho CRM's requirement for the 'company' field when importing leads could cause issues if this is not a field you use.
Zoho Desk offers a free plan for up to 3 agents.
Zoho Desk is not a feature of the Zoho CRM product.
Zoho CRM has a good range of integrations with third-party tools.
Zoho Marketplace offers 50+ apps.
Zoho CRM's platform is available in 26 languages.
Zoho CRM's support is available in 11 languages.
Zoho CRM allows workflow automation rules to be set up across all Zoho CRM plans.
Zoho CRM lets you trigger configured automations and processes for new and updated records when you import new contacts.
Zoho CRM enables automations for segmentation, scoring rules, assignment rules, and other actions.
Zoho Campaigns offers email marketing automation.
Zoho CRM Ultimate plan offers yearly discounts.
Zoho CRM offers a free plan for up to 3 users.
Zoho CRM free plan does not allow adding any custom fields.
Zoho CRM free plan is limited to 1 form.
Zoho CRM free plan is limited to 10 email templates.
Zoho CRM free plan is limited to 50 email notifications per user license.
Zoho CRM Enterprise plan costs $50 per user per month.
Zoho CRM Enterprise plan includes customer segmentation and autoresponders.
Zoho CRM Review asks whether Zoho CRM is the right choice for you.
The Zoho CRM Review article includes a Pros section for Zoho CRM.
The Zoho CRM Review article includes a Cons section for Zoho CRM.
Zoho CRM offers automatic lead scoring that facilitates lead management.
Zoho CRM lets you set the rules for its automatic lead scoring.
Zoho CRM allows you to automate lead scoring based on your own criteria.
Zoho CRM is not the most user-friendly CRM tool.
Zoho CRM is difficult to navigate for users who don’t have experience working with complex systems.
Pipedrive offers a much better user experience.
HubSpot offers a much better user experience.
Pipedrive makes contact management a much simpler process.
HubSpot makes contact management a much simpler process.
Zoho CRM does not include live chat.
Zoho CRM features are sold as separate apps.
Zoho Desk provides live chat.
Zoho CRM's many apps may not result in the smoothest sales funnel.
Zoho CRM Review discusses whether Zoho CRM is the right choice for you.
Zoho CRM Pricing discusses pricing for Zoho CRM.
Zoho CRM is the product mentioned in the Zoho CRM Review and Zoho CRM Pricing content.
Zoho CRM Review mentions Zoho CRM Pricing.
Zoho Campaigns is Zoho CRM’s own email marketing software and is a nice addition to Zoho CRM.
Zoho Campaigns lets you send up to 12,000 emails per month to 2,000 contacts for free.
Zoho Campaigns can be compared to Mailchimp.
Zoho CRM allows sending email notifications and engaging in SMS marketing, with allowances depending on your plan.
Zoho CRM has an overall rating of 3.6.
Zoho CRM feels overly complicated and not as intuitive as HubSpot and Pipedrive.
Zoho CRM could be a good option for an experienced CRM manager or someone who is up for investing time in learning how everything works.
Zoho CRM offers good customer support.
In Zoho CRM, GDPR applies to the Leads, Contacts, Vendors, and custom modules.
Zoho CRM allows you to enable GDPR by clicking Setup > Users and Control > Compliance Settings and turning compliance settings on.
Zoho CRM allows you to decide whether your customer data is stored in its US data centers or European data centers.
Zoho CRM’s freemium plan has limitations on forms, email notifications, and custom fields.
Zoho CRM’s freemium plan allows up to 3 users.
Zoho CRM is a CRM software.
Zoho CRM is recommended if you have a multilingual team.
Zoho CRM is not recommended if you have little experience using CRM software.
Zoho CRM is a little complicated and requires a fair bit of time looking through tutorials and learning how it all works.
Zoho Corporation offers 50+ sales and marketing tools.
Zoho Corporation includes SMS and email marketing among its tools.
Zoho Corporation includes hosting among its tools.
Zoho Corporation includes a form builder among its tools.
Zoho Corporation includes help desk software among its tools.
Zoho Corporation includes a survey tool among its tools.
Zoho CRM is available in 26 languages.
Zoho turned its Austin headquarters into a fully functioning farm last year.
Zoho opened rural offices in India, Mexico, Japan, and Canada.
Zoho CRM has been on the scene since 2005.
Zoho CRM is a well-seasoned player in the CRM (customer relationship management) world.
Constant Contact is an email marketing tool.
AWeber is an email marketing tool.
Zoho CRM is the subject of a Zoho CRM Review.
HubSpot offers a very generous free CRM plan.
HubSpot is the most well-known CRM.
HubSpot's price jump occurs when you move onto a paid plan.
Pipedrive CRM offers a very user-friendly experience.
Pipedrive CRM may be lacking some marketing features because its focus is more on sales.
ActiveCampaign is a particularly good choice for those serious about sales and marketing automation.
Zoho CRM provides tons of ready-made reports.
Zoho CRM Standard plan allows you to add up to 10 custom dashboards.
Zoho CRM dashboard customization works with drag-and-drop technology.
The sales team will love Zoho analytics.
Zoho CRM is available in 26 languages.
Zoho CRM support is available in 11 languages.
Zoho CRM offers 24 hours per day support.
Zoho CRM offers live chat support.
Zoho CRM offers email support.
Zoho CRM offers phone support.
Zoho CRM support is available Monday through Friday.
Zoho CRM support agents are responsive and offer helpful answers.
Zoho CRM offers live chat, email, and phone support.
Zoho CRM support is available 24 hours a day, Monday through Friday.
Zoho CRM support is available in 11 countries.
Zoho CRM's community forum is more helpful and has more relevant results than Zoho CRM's knowledge base.
Zoho CRM's live chat support is very fast and helpful.
Zoho CRM Review: Is it the Right Choice for You? is the title of the Zoho CRM Review.
Zoho CRM Review is a Zoho CRM review.
Zoho CRM Review asks if Zoho CRM is the right choice for you.
Zoho CRM Review was written and researched following our EmailTooltester methodology.
EmailTooltester methodology was used to write and research the Zoho CRM Review.
Zoho CRM is the product being reviewed in the Zoho CRM Review.
Zoho CRM is a CRM tool mentioned in the Zoho CRM Review content.
Brevo is a tool mentioned in the Zoho CRM Review content.
MailerLite is a tool mentioned in the Zoho CRM Review content.
Hubspot is a tool mentioned in the Zoho CRM Review content.
Zoho has invested a lot into developing its suite of over 50 apps.
Zoho CRM is a pretty complete CRM.
Zoho CRM may not be the best CRM software for your business.
Zoho CRM needs a UX overhaul in order to simplify pipeline management and general usability.
Zoho CRM offers a number of support channels with helpful agents.
Zoho CRM has a free plan.
Zoho CRM offers a free trial.
Zoho CRM is best suited for experienced CRM managers.
HubSpot offers more CRM functionality and user-friendliness.
Engagebay offers more CRM functionality and user-friendliness.
EmailTooltester recommends the very best digital tools for your business.
Charlotte Evans works at EmailTooltester.
Charlotte Evans has a lot of experience with Klaviyo.
Charlotte Evans has a lot of experience with Omnisend.
Charlotte Evans has a lot of experience with MailerLite.
Charlotte Evans has a lot of experience with Drip.
Zoho CRM is the subject of the Zoho CRM Review.
Zoho CRM added an SMS marketing feature on 30 November 2022.
Zoho CRM had a general update on 21 February 2022.
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<h1 class="review-section-header__title">Zoho CRM Review <span> Is it Time to Move on?</span></h1>
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<span class="review-section-header__date">Last updated: <time datetime="2025-04-16">Apr 16, 2025</time></span>
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<p>This article has been written and researched by our expert tooltesters through a precise methodology.
<a href="https://www.emailtooltester.com/en/our-methodology/">Learn more about our methodology <svg class="icon icon-arrow-right"><use xlink:href="#arrow-right"></use></svg></a></p>
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<p class="author-card__author"><a href="https://www.emailtooltester.com/en/blog/author/roberta/">Roberta Phillips</a> <span class="author-checkmark" data-tippy-content="<strong>Roberta</strong><br>Marketing Manager<br>BA (HONS) UEA, NORWICH<br>At Tooltester since 2019<br>52 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p>
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<p class="author-card__author"><a href="https://www.emailtooltester.com/en/blog/author/charlotte/">Charlotte Evans</a> <span class="author-checkmark" data-tippy-content="<strong>Charlotte</strong><br>Content Manager<br>Bachelor in Film and Marketing (Manchester Metropolitan University)<br>At Tooltester since 2022<br>29 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p>
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<section id="overview">
<p class="disclaimer">EmailTooltester is supported by readers like yourself. We may earn a commission when you purchase through our links. Of course, this won't increase the cost for you.</p> <p><p>Considering its ‘corporation’ status, you’ll probably be as shocked as I was to hear that <a href="https://www.businessinsider.com/zoho-austin-headquarters-farm-coronavirus-pandemic-2020-11" target="_blank" rel="noopener">Zoho turned its Austin headquarters into a fully functioning farm</a> last year!</p>
<p>Yep, you heard right! In fact, in light of the farming initiative’s success, it's led Zoho to open rural offices in India, Mexico, Japan, and Canada.</p>
<p>Could this spark a new trend for companies who can’t afford to pay extortionately high rents downtown, and promote a greener way of living? And have these fresh surroundings had any impact on the product in question: <a href="https://www.emailtooltester.com/out/zoho-crm-cta" target="_blank" rel="noopener">Zoho CRM</a>?</p>
<p>On the scene since 2005, this is a well-seasoned player in the CRM (customer relationship management) world, so we wanted to see if age and experience necessarily mean a better product.</p>
<p>In our experience reviewing email marketing tools, this is usually not the case. In fact, the new players tend to have better-designed tools (sorry <a href="https://www.emailtooltester.com/en/reviews/constant-contact/">Constant Contact</a> and <a href="https://www.emailtooltester.com/en/reviews/aweber/">AWeber</a>!). So let’s see how this CRM software performs in our detailed Zoho review.</p>
<h2><a id="post-8958-_5qwg61i6vf9o"></a>Zoho CRM Review Summary</h2>
<p class="well-1">The fact that you can have up to three users for free and set up marketing campaigns and workflow automation for leads, deals, and tasks, makes this CRM software pretty attractive for small businesses. Paid plans start from $20 a month per user and go up incrementally depending on the features you require. Annual discounts are also available.</p>
</p>
</section>
<section id="screenshots" class="block">
<h2>Zoho CRM Screenshots</h2>
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<a href="https://www.emailtooltester.com/wp-content/uploads/2021/07/zoho-crm-dashboard.png" data-fancybox="gallery" data-caption="zoho crm dashboard">
<img src="https://www.emailtooltester.com/wp-content/uploads/2021/07/zoho-crm-dashboard.png" alt="zoho crm dashboard" loading="lazy" />
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<a href="https://www.emailtooltester.com/wp-content/uploads/2021/07/zoho-crm-reports.png" data-fancybox="gallery" data-caption="zoho crm reports">
<img src="https://www.emailtooltester.com/wp-content/uploads/2021/07/zoho-crm-reports.png" alt="zoho crm reports" loading="lazy" />
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<a href="https://www.emailtooltester.com/wp-content/uploads/2021/02/zoho-deal-pipeline.png" data-fancybox="gallery" data-caption="zoho deal pipeline">
<img src="https://www.emailtooltester.com/wp-content/uploads/2021/02/zoho-deal-pipeline.png" alt="zoho deal pipeline" loading="lazy" />
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<img src="https://www.emailtooltester.com/wp-content/uploads/2021/07/zoho-crm-insights-300x151.png" alt="zoho crm insights" loading="lazy" />
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<img src="https://www.emailtooltester.com/wp-content/uploads/2021/07/zoho-crm-reports-300x151.png" alt="zoho crm reports" loading="lazy" />
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<img src="https://www.emailtooltester.com/wp-content/uploads/2021/02/zoho-deal-pipeline-300x142.png" alt="zoho deal pipeline" loading="lazy" />
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</section>
<section id="pricing" class="block">
<h2>Zoho CRM Pricing</h2>
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<h3 class="pricing__name">Free</h3>
<p>Free for up to 3 users</p>
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<span class="usd-currency">$</span> 20 </div>
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<h3 class="pricing__name">Standard</h3>
<p>Standard plan. Yearly discounts available </p>
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<div class="pricing__value">
<span class="usd-currency">$</span> 35 </div>
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<h3 class="pricing__name">Professional</h3>
<p>Professional plan. Yearly discounts available </p>
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<span class="usd-currency">$</span> 50 </div>
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<h3 class="pricing__name">Enterprise</h3>
<p>Enterprise plan. Yearly discounts available </p>
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<span class="usd-currency">$</span> 65 </div>
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<h3 class="pricing__name">Ultimate</h3>
<p>Ultimate plan. Yearly discounts available </p>
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<p>Zoho CRM is reasonably priced, with a free plan available for up to 3 users. Of course, this comes with some limitations, for example, you won’t be able to add any custom fields and you’ll be limited to 1 form, 10 email templates and 50 email notifications/user license.</p>
<p>Strangely, customer segmentation and autoresponders are reserved for the Enterprise plan ($50/user/month) – features we’d expect to see on the Standard plan.</p>
<p>Find out more about Zoho’s prices and features in <a href="https://www.emailtooltester.com/en/crm/zoho-review/pricing/">our pricing guide</a>.</p>
</section>
<section id="pros-cons" class="block">
<h2>Pros and Cons</h2>
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<svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> Pros </li>
<li class="tabs__switcher" data-tab-index="cons" tabindex="0">
<svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> Cons </li>
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<h3>Pros</h3>
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<h4>Reporting</h4>
<p>There are tons of ready-made reports, plus you can add up to 10 custom dashboards on the Standard plan. Customization of the dashboards works with drag and drop technology, making it easy to achieve the outcome you require. The sales team will love Zoho analytics.</p>
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<h4>Multi-language options</h4>
<p>The platform is available in 26 languages and support available in 11. This is great if you have sales agents from different countries.</p>
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<h4>Support</h4>
<p>A range of support options are available 24hrs/day, Mon-Fri: live chat, email and phone support. Agents are responsive and offer helpful answers.</p>
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<div class="tabs__content" data-tab-index="cons" style="display:none;">
<h3>Cons</h3>
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<h4>Ease of use</h4>
<p>Unfortunately, this is not the most user-friendly CRM tool, and those who don’t have experience working with complex systems might find it difficult to navigate. More modern tools like <a href="https://www.emailtooltester.com/en/crm/pipedrive-review/">Pipedrive</a> and <a href="https://www.emailtooltester.com/en/crm/hubspot-review/">HubSpot</a> offer a much better user experience, therefore making contact management a much simpler process.</p>
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</li>
<li>
<div class="checklist__content">
<h4>No live chat</h4>
<p>Some CRM tools include this as part of the package. Unfortunately, many Zoho CRM features are sold as separate apps. If you want live chat, you’ll need to sign up to <a href="https://www.emailtooltester.com/out/zoho-desk" target="_blank" rel="noopener">Zoho Desk</a>.</p>
<p>Having so many apps may not result in the smoothest <a href="https://www.emailtooltester.com/en/blog/sales-funnel-software/">sales funnel</a>.</p>
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</li>
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</section>
<section id="recommendation" class="block">
<h2>Is Zoho CRM the right CRM software for you?</h2>
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<li class="tabs__switcher is-active" data-tab-index="recommended" tabindex="0">
<svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> Recommended if: </li>
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<svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> Not recommended if: </li>
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<h4>You have a multilingual team</h4>
<p>It’s always more comfortable to use a software in your native language. With the platform being available in 26, you’re sure to find your team members’ languages.</p>
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</li>
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<h4>You like the idea of keeping all your marketing tools under one roof</h4>
<p>Zoho Corporation is made up of 50+ sales and marketing tools (SMS and email marketing, hosting, <a href="https://www.emailtooltester.com/en/blog/best-online-form-builder/">form builder</a>, help desk software, <a href="https://www.emailtooltester.com/en/blog/free-survey-tools/">survey tool</a>, etc.).</p>
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<h4>You have little experience using CRM software</h4>
<p>Because Zoho CRM is a little complicated and requires a fair bit of time looking through tutorials and learning how it all works, beginners would be better off starting out with a more user-friendly tool.</p>
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</section>
<section id="rating" class="block">
<h2>Rating Details</h2>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Ease of Use <span class='info-tooltip' data-tippy-content='We look at the set-up process and general usability of features.
'>I<span>nfo popup</span></span> </h3>
<div class="stars stars--primary stars--large" style="--rating: 2.5;" aria-label="Ease of Use rating is 2.5."></div>
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<div class="rating-row__description">
<p>Zoho CRM’s interface design isn’t the most user-friendly. The two menus, which run down the left side and along the top, are a lot to process. There are also various items (live chat, reminders, etc.) at the bottom of the screen, but these are so tiny you can hardly see them. The platform can be slow to load and complete tasks.</p>
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<div class="rating-row__score">
<h3 class="rating-row__title">
Pipeline Management <span class='info-tooltip' data-tippy-content='Does it use drag &amp; drop technology? Does it have various views, e.g. kanban? How easy is it to customize your pipelines?
'>I<span>nfo popup</span></span> </h3>
<div class="stars stars--primary stars--large" style="--rating: 3;" aria-label="Pipeline Management rating is 3."></div>
</div>
<div class="rating-row__description">
<p>List, kanban and canvas view are available. Your sales team can move deals around using drag and drop technology.</p>
<p>Every business’s sales process is different, meaning you’ll want to edit the pipeline stages. However, setting up pipelines is not a simple process; you’ll need to dig around in the setup settings, which isn’t very intuitive.</p>
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<h3 class="rating-row__title">
Contact/Deal Management <span class='info-tooltip' data-tippy-content='What information can you store on contacts/deals? Can you add custom properties? Is it possible to distinguish between a contact and a lead?
'>I<span>nfo popup</span></span> </h3>
<div class="stars stars--primary stars--large" style="--rating: 3.5;" aria-label="Contact/Deal Management rating is 3.5."></div>
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<div class="rating-row__description">
<p>Managing your customer relationships is made easier due to the fact that you can store everything from notes and invoices to social media accounts. Adding custom properties is done in the setup settings (again, slightly hidden) and the amount you can add depends on the plan you’re on.</p>
<p>You can import contacts/deals from a file or from other CRMs. The ‘company’ field is mandatory for importing leads, which could cause issues if this is not a field you use.</p>
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<h3 class="rating-row__title">
Email Features <span class='info-tooltip' data-tippy-content='Can you sync with your email client? Is email marketing or other email features included?
'>I<span>nfo popup</span></span> </h3>
<div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Email Features rating is 4."></div>
</div>
<div class="rating-row__description">
<p>Zoho CRM’s own email marketing software, <a href="https://www.emailtooltester.com/out/zoho-campaigns" target="_blank" rel="noopener">Zoho Campaigns</a>, is a nice addition to the suite. You can send up to 12,000 emails p/m to 2,000 contacts for free. (See <a href="https://www.emailtooltester.com/en/blog/zoho-campaigns-vs-mailchimp/">how it compares to Mailchimp</a> in our comparison.)</p>
<p>You can also send email notifications and engage in SMS marketing – the allowance depends on your plan. Find out more about <a href="https://www.emailtooltester.com/en/blog/crm-with-email-marketing/">Zoho CRM’s email marketing features here</a>.</p>
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<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Automation <span class='info-tooltip' data-tippy-content='What kind of automations are available? E.g. workflows to automate repetitive tasks and segment contacts.
'>I<span>nfo popup</span></span> </h3>
<div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Automation rating is 4."></div>
</div>
<div class="rating-row__description">
<p>Workflow automation rules can be set up across all plans. When you import new contacts, you can trigger configured automations and processes for new and updated records. Set up automations for segmentation, scoring rules, assignment rules, and other actions.</p>
<p>Email marketing automation is available through Zoho Campaigns.</p>
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</div>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Reporting <span class='info-tooltip' data-tippy-content='Can you create custom reports and dashboards? How well are these laid out, and how detailed are the insights?
'>I<span>nfo popup</span></span> </h3>
<div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Reporting rating is 4."></div>
</div>
<div class="rating-row__description">
<p>There are tons of ready-made reports. You can edit these, but be careful, as there is no back button. Add up to 10 custom dashboards on Standard plan and unlimited dashboards on higher plans. Strangely, there is no Google Analytics integration.</p>
</div>
</div>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Lead Scoring </h3>
<div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Lead Scoring rating is 4."></div>
</div>
<div class="rating-row__description">
<p>Lead management is facilitated by Zoho CRM’s automatic lead scoring. You can set the rules and automate this based on your own criteria.</p>
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</div>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Live Chat </h3>
<div class="stars stars--primary stars--large" style="--rating: 3;" aria-label="Live Chat rating is 3."></div>
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<div class="rating-row__description">
<p>Though this isn’t a feature of the Zoho CRM product, you can sign up to Zoho Desk, which offers a free plan for up to 3 agents.</p>
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<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Web Tracking </h3>
<div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Web Tracking rating is 4."></div>
</div>
<div class="rating-row__description">
<p>Website visitor tracking available across all plans.</p>
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</div>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Security <span class='info-tooltip' data-tippy-content='Are 2-factor authentication and user access restrictions available? Can you set up security alerts? Is it SOC 2 compliant?
'>I<span>nfo popup</span></span> </h3>
<div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Security rating is 4."></div>
</div>
<div class="rating-row__description">
<p>2-factor authentication available on higher plans. SOC 2 compliant. I couldn’t find a way to set up alerts. Various roles and access levels available.</p>
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</div>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Languages </h3>
<div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Languages rating is 5."></div>
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<div class="rating-row__description">
<p>Zoho CRM’s platform is available in 26 languages. Support available in 11.</p>
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</div>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Integrations & Apps </h3>
<div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Integrations & Apps rating is 4."></div>
</div>
<div class="rating-row__description">
<p>Good range of integrations with third-party tools. 50+ apps available through Zoho Marketplace.</p>
</div>
</div>
<div class="rating-row">
<div class="rating-row__score">
<h3 class="rating-row__title">
Support </h3>
<div class="stars stars--primary stars--large" style="--rating: 4.5;" aria-label="Support rating is 4.5."></div>
</div>
<div class="rating-row__description">
<p>In terms of Zoho’s customer support, you’ve got live chat, email and phone support, available 24hrs, Mon-Fri in 11 countries. The community forum is more helpful and had more relevant results than the knowledge base, but I found the live chat support very fast and helpful.</p>
</div>
</div>
<div class="rating-row rating-row--rating">
<div class="rating-row__score">
<h3 class="rating-row__title">
Overall Rating </h3>
<div class="stars stars--primary stars--large" style="--rating: 3.6;" aria-label="Overall Rating rating is 3.6."></div>
</div>
<div class="rating-row__rating">
<div class="rating-circle rating-circle--small rating-circle--cream" style="background: conic-gradient(var(--color-primary) 72%, rgba(230,230,230) 0 100%)">
<span>3.6</span>
</div>
</div>
<div class="rating-row__description">
<p>It feels overly complicated and not as intuitive as other CRMs like <a href="https://www.emailtooltester.com/en/crm/hubspot-review/">HubSpot</a> and <a href="https://www.emailtooltester.com/en/crm/pipedrive-review/">Pipedrive</a>, which is why it’s difficult to recommend it to sales and marketing teams with little experience. However, it could be a good option for an experienced CRM manager or someone who’s up for investing time in learning how everything works. An advantage is that it offers good customer support.</p>
</div>
</div>
</section>
<section id="conclusion" class="block">
<h2>Conclusion</h2>
<p>So, do we recommend Zoho CRM?</p>
<p>Though Zoho has invested a lot into developing its suite of over 50 apps, and is a pretty complete CRM, it may not be the <a href="https://www.emailtooltester.com/en/best-crm-for-small-business/">best CRM software for your business</a>. I come away from this review feeling that a bit more work needs to be done to modernize the CRM solution. It could really do with a UX overhaul in order to simplify pipeline management and general usability.</p>
<p>Thankfully, there are a number of support channels with helpful agents on hand, but even still, I’d reserve my recommendation for the more experienced CRM managers.</p>
<p>And even though there is a free plan, we found that other <a href="https://www.emailtooltester.com/en/blog/best-free-crm/">free CRM software</a> like <a href="https://www.emailtooltester.com/out/hubspot-crm" rel="nofollow ">Hubspot</a> or <a href="https://www.emailtooltester.com/out/engagebay" rel="nofollow ">Engagebay</a> offer much more in the way of CRM functionality and user-friendliness.</p>
<p><a href="https://www.emailtooltester.com/out/zoho-crm-cta" target="_blank" rel="noopener">Try Zoho CRM for free</a></p>
<p> </p>
<p> </p>
</section>
<section id="faq" class="accordion block">
<h2>FAQ</h2>
<div class="accordion__item">
<button aria-expanded="false" class="accordion__handle" aria-controls="accordion-1" id="what-about-gdpr-where-is-my-data-stored">
<h3 class="accordion__title">What about GDPR? Where is my data stored?</h3>
<div class="accordion__icon"> </div>
</button>
<div class="accordion__body" id="accordion-1" role="region" aria-labelledby="what-about-gdpr-where-is-my-data-stored">
<p>In Zoho CRM, GDPR applies to the Leads, Contacts, Vendors, and custom modules. Turn enable GDPR by clicking Setup > Users and Control > Compliance Settings and turning compliance settings on. You can decide whether your customer data is stored in its US or European data centers.</p>
</div>
</div>
<div class="accordion__item">
<button aria-expanded="false" class="accordion__handle" aria-controls="accordion-2" id="is-zoho-really-free">
<h3 class="accordion__title">Is Zoho really free?</h3>
<div class="accordion__icon"> </div>
</button>
<div class="accordion__body" id="accordion-2" role="region" aria-labelledby="is-zoho-really-free">
<p>Yes! Zoho CRM’s freemium plan is for those who don’t mind putting up with the limitations on forms, email notifications and custom fields. What’s good is that you can have up to 3 users.</p>
</div>
</div>
</section>
<section id="alternatives" class="block">
<h2>Zoho CRM Alternatives</h2>
<div class="grid grid--three-col grid--gap-s u-mt-xl u-mb-xl">
<div class="card card--alternative">
<a target="_blank" class="card__logo-link" href="https://www.emailtooltester.com/out/hubspot-crm">
<img loading="lazy" src="https://www.emailtooltester.com/wp-content/uploads/2021/07/hubspot-logo.png" alt="hubspot logo">
</a>
<div class="stars" style="--rating: 4.5;" aria-label="Rating of this product is 4.5 out of 5."></div>
<a href="https://www.emailtooltester.com/en/crm/hubspot-review/" class="btn btn--text-small">Read review</a>
</div>
<div class="card card--alternative">
<a target="_blank" class="card__logo-link" href="https://www.emailtooltester.com/out/pipedrive-cta">
<img loading="lazy" src="https://www.emailtooltester.com/wp-content/uploads/2021/01/970x250_logo_green-1.png" alt="pipedrive-logo">
</a>
<div class="stars" style="--rating: 4.3;" aria-label="Rating of this product is 4.3 out of 5."></div>
<a href="https://www.emailtooltester.com/en/crm/pipedrive-review/" class="btn btn--text-small">Read review</a>
</div>
<div class="card card--alternative">
<a target="_blank" class="card__logo-link" href="https://www.emailtooltester.com/out/activecampaign-crm">
<img loading="lazy" src="https://www.emailtooltester.com/wp-content/uploads/2020/04/activecampaign_logo.png" alt="activecampaign logo">
</a>
<div class="stars" style="--rating: 4.5;" aria-label="Rating of this product is 4.5 out of 5."></div>
<a href="https://www.emailtooltester.com/en/crm/activecampaign-review/" class="btn btn--text-small">Read review</a>
</div>
</div>
<p>HubSpot is the most well-known, offering a very generous <a href="https://www.emailtooltester.com/out/hubspot-crm" target="_blank" rel="noopener">free CRM plan</a>. What’s not so attractive is the <a href="https://www.emailtooltester.com/en/crm/hubspot-review/pricing/">price jump</a> when you move onto a paid plan. Learn more about <a href="https://www.emailtooltester.com/en/blog/zoho-vs-hubspot/">Zoho vs HubSpot</a>.</p>
<p><a href="https://www.emailtooltester.com/en/crm/pipedrive-review/">Pipedrive CRM</a> offers a very user-friendly experience, though it may be lacking some marketing features, as its focus is more on sales.</p>
<p><a href="https://www.emailtooltester.com/en/crm/activecampaign-review/">ActiveCampaign</a> is a particularly good choice for those serious about sales and marketing automation. You can find more <a href="https://www.emailtooltester.com/en/blog/crm-with-automation/">CRMs with automation here</a>.</p>
</section>
<section id="authors" class="block author-detail-block">
<div class="block__title">
<h2>The authors</h2>
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<img loading="lazy" src="https://www.emailtooltester.com/wp-content/uploads/2023/05/ROBERTA-250x300.png" alt="Roberta Phillips" class="user-profile"width="125" height="150"> </div>
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<h3 class="author-row__name"><a href="https://www.emailtooltester.com/en/blog/author/roberta/">Roberta Phillips</a> <span class="author-checkmark" data-tippy-content="<strong>Roberta</strong><br>Marketing Manager<br>BA (HONS) UEA, NORWICH<br>At Tooltester since 2019<br>52 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3>
<p class="author-row__title">Marketing Manager</p>
<p class="author-row__description">Hey, I'm Roberta! Having worked as a digital marketer for a host of online businesses, I've tried, tested, fallen in love with and despaired with so many marketing tools. I'm excited to help you find the email marketing and CRM tools you need to thrive. I know the ins and outs of tools like Brevo, MailerLite, and Hubspot, so let me know if you need help picking the right one!</p>
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<img loading="lazy" src="https://www.emailtooltester.com/wp-content/uploads/2023/05/CHARLOTTE-250x300.jpg" alt="Charlotte Evans" class="user-profile"width="125" height="150"> </div>
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<h3 class="author-row__name"><a href="https://www.emailtooltester.com/en/blog/author/charlotte/">Charlotte Evans</a> <span class="author-checkmark" data-tippy-content="<strong>Charlotte</strong><br>Content Manager<br>Bachelor in Film and Marketing (Manchester Metropolitan University)<br>At Tooltester since 2022<br>29 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3>
<p class="author-row__title">Content Manager</p>
<p class="author-row__description">Hey, I'm Charlotte! I've always been enthusiastic about helping others. After working for various tech startups and eCommerce businesses, I developed a strong passion for email marketing. Now, at EmailTooltester, I'm putting this knowledge to good use by recommending the very best digital tools for your business. I have a lot of experience with tools like Klaviyo, Omnisend, MailerLite, and Drip, so feel free to ask me your questions!
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<p>30 Nov 2022 – Added SMS marketing feature</p>
<p>21 Feb 2022 – General update</p>
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<h3>Our Methodology</h3> <p><p>This review has been written and researched following our EmailTooltester methodology.</p>
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