Zoho CRM Features

Zoho CRM

Multichannel CRM for businesses of all sizes

4.18/5 (1,578 reviews)

Zoho CRM Feature Summary

  • Sales Force Automation
  • Marketing Automation
  • Customer Support & Service
  • Inventory Management
  • CRM Analytics
  • Workflow Management
  • Role-based Security
  • Developer API for Third-party Integration
  • CRM with Email
  • Integration with Microsoft Office & Outlook
  • Document Library
  • Reports & Dashboards
  • Mass Email
  • Social CRM
  • Workflow Approval Processes
  • Custom Modules
  • Multiple Currencies
  • Gamification

Zoho CRM Features In Depth

Lead Management

In the Leads module, professionals can see a list of leads, along with relevant contact information. These leads can be filtered by All Open Leads, My Leads, Today's Leads, Converted Leads, Unread Leads, and My Converted Leads.

In addition to manually entering a new lead into Zoho CRM, businesses can import existing leads from an Excel spreadsheet. Leads can be connected to a Lead Owner, who will be listed in the system as the primary team member responsible for that client.

Tasks

Tasks appear on the dashboard in a list, showing users items that needs to be attended to immediately. A salesperson can click on the task to go directly to that lead's section in order to make contact. Once the task is closed, it will no longer appear in the list of open tasks on the dashboard.

Meetings can be scheduled directly within Zoho, along with setting up a notification that will remind the user of the meeting at a designated time. A lead can also be converted into a contact from the task screen.

Workflows

Workflows put businesses in charge, letting them automate tasks. Similar to the rules set up in email software, Workflows let users set up an action (i.e. sending an email) and an event that should trigger that action (i.e. a new lead is added to the system).

Tasks can also be automated using Workflows. Each time a new event occurs, Zoho CRM can be set to automatically deploy a new task, assigning it to a specified user. The user can also be sent a notification each time a new task is automatically assigned to him or her.

Lead Follow-Up

Emails can be generated directly within the Zoho CRM interface. A user merely navigates to the Leads module, checks the box of each lead who will receive the email, and clicks "Send Email." The user can then choose from a list of previously created templates to send a professional email to a group of leads.

All emails are listed on the dashboard in the Email section. From here, users can respond to emails, schedule meetings, convert the lead to a contact, and more.

Email Integration

Zoho CRM can integrate with a business's existing email environment, allowing for easy sharing of email information between users within an organization. Using its server information, a business can pull email accounts into Zoho CRM within minutes.

Once email has been integrated, users can access new messages and reply them from directly within Zoho CRM. A list of all emails will be available under each lead's information.

Customer Management Feature Comparison

Most popular features of all Customer Management apps

API (289 other apps)
Activity Dashboard (154 other apps)
Activity Tracking (107 other apps)
Automatic Notifications (143 other apps)
Automatic Reminders (140 other apps)
CRM Integration (101 other apps)
Calendar Management (134 other apps)
Contact Database (102 other apps)
Custom Fields (113 other apps)
Customer Database (107 other apps)
Customizable Branding (135 other apps)
Customizable Reporting (118 other apps)
Customizable Templates (115 other apps)
Data Import/Export (133 other apps)
Electronic Payments (106 other apps)
Email Integration (132 other apps)
Mobile Integration (109 other apps)
Reporting & Statistics (139 other apps)
Social Media Integration (118 other apps)
Third Party Integration (146 other apps)

Competitor Feature Comparison

@mentions
API
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Reporting
Approval Process Control
Auto-Responders
Automated Sales
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
Billing & Invoicing
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Call Routing
Campaign Management
Chat
Collaboration Tools
Configurable Workflow
Contact Database
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Customer Database
Customer History
Customizable Approvals
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Visualization
Document Management
Document Storage
Drag & Drop Interface
Duplicate Detection
Email Distribution
Email Integration
Email Marketing
Email Templates
Email Tracking
Event Calendar
Event Logs
Event Scheduling
File Management
Filtered Views
Follow-up Scheduling
Forecasting
Gamification
History Tracking
Inbox Management
Inventory Management
Inventory Tracking
Invoice Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Lead Nurturing
Lead Scoring
Mail Merge
Meeting Management
Microsoft Outlook Integration
Mobile Alerts
Mobile Integration
Multi-Channel Communication
Multi-Currency
Opportunity Management
Permission Management
Pipeline Management
Pipeline Reports
Planning Tools
Process Management
Product Catalog
Project Management
Project Notes
Project Tracking
Purchase Order Management
Quote Management
Real Time Notifications
Receiving
Recurring Tasks
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SSL Security
Sales & Operations Planning
Sales Analytics
Sales Forecasting
Sales Integration
Sales Orders
Sales Reporting
Sales Tracking
Search Functionality
Social Media Integration
Status Tracking
Tagging
Task Management
Task Scheduling
Territory Management
Third Party Integration
To-Do List
Trend Analysis
Vendor Management
Visual Analytics
Web Forms
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Reporting
Approval Process Control
Auto-Responders
Automated Sales
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
Billing & Invoicing
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Call Routing
Campaign Management
Chat
Collaboration Tools
Configurable Workflow
Contact Database
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Customer Database
Customer History
Customizable Approvals
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Visualization
Document Management
Document Storage
Drag & Drop Interface
Duplicate Detection
Email Distribution
Email Integration
Email Marketing
Email Templates
Email Tracking
Event Calendar
Event Logs
Event Scheduling
File Management
Filtered Views
Follow-up Scheduling
Forecasting
Gamification
History Tracking
Inbox Management
Inventory Management
Inventory Tracking
Invoice Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Lead Nurturing
Lead Scoring
Mail Merge
Meeting Management
Microsoft Outlook Integration
Mobile Alerts
Mobile Integration
Multi-Channel Communication
Multi-Currency
Opportunity Management
Permission Management
Pipeline Management
Pipeline Reports
Planning Tools
Process Management
Product Catalog
Project Management
Project Notes
Project Tracking
Purchase Order Management
Quote Management
Real Time Notifications
Receiving
Recurring Tasks
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SSL Security
Sales & Operations Planning
Sales Analytics
Sales Forecasting
Sales Integration
Sales Orders
Sales Reporting
Sales Tracking
Search Functionality
Social Media Integration
Status Tracking
Tagging
Task Management
Task Scheduling
Territory Management
Third Party Integration
To-Do List
Trend Analysis
Vendor Management
Visual Analytics
Web Forms
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Reporting
Approval Process Control
Auto-Responders
Automated Sales
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
Billing & Invoicing
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Call Routing
Campaign Management
Chat
Collaboration Tools
Configurable Workflow
Contact Database
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Customer Database
Customer History
Customizable Approvals
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Visualization
Document Management
Document Storage
Drag & Drop Interface
Duplicate Detection
Email Distribution
Email Integration
Email Marketing
Email Templates
Email Tracking
Event Calendar
Event Logs
Event Scheduling
File Management
Filtered Views
Follow-up Scheduling
Forecasting
Gamification
History Tracking
Inbox Management
Inventory Management
Inventory Tracking
Invoice Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Lead Nurturing
Lead Scoring
Mail Merge
Meeting Management
Microsoft Outlook Integration
Mobile Alerts
Mobile Integration
Multi-Channel Communication
Multi-Currency
Opportunity Management
Permission Management
Pipeline Management
Pipeline Reports
Planning Tools
Process Management
Product Catalog
Project Management
Project Notes
Project Tracking
Purchase Order Management
Quote Management
Real Time Notifications
Receiving
Recurring Tasks
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SSL Security
Sales & Operations Planning
Sales Analytics
Sales Forecasting
Sales Integration
Sales Orders
Sales Reporting
Sales Tracking
Search Functionality
Social Media Integration
Status Tracking
Tagging
Task Management
Task Scheduling
Territory Management
Third Party Integration
To-Do List
Trend Analysis
Vendor Management
Visual Analytics
Web Forms
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


392 reviews

See all iOS Apps

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

Zoho CRM Feature Reviews

25 reviewers had the following to say about Zoho CRM's features:

Anonymous
(Research company, 51-200 employees)

The experience has been awesome using the product for multiple purposes.

2018-04-04

Easy to use, cloud-based, versatile, affordable Ease of use, email templates, ticklers, badges Customization, automation, integration with other apps

Pros

Sales Force Automation Marketing Automation Customer Support & Service Inventory Management CRM Analytics Workflow Management Role-based Security Developer API for Third-party Integration CRM with Email

Cons

90s interface That you need to program the CRM yourself doesn't seem automated (or maybe I'm just not working it out...)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Management Consulting company, 11-50 employees)

Amazing piece of software, was once ahead of its time. Not anymore, and service is really bad

2018-05-21

Easy to export and import.

Pros

) - Extremely customizable - With their own programming interface/language with Creator, a company can develop serious automations for their infrastructure, but will require work

Cons

- Was one of the First CRMS, but limited data analysis, visualization, or no real AI - Has forms, but not really landing pages - Has SalesIQ but no anoymous prospecting, or real notifications unless they start a chat - No document tracking for views and proposals/presentations - Third party tools need APIs, Creator or Zapier.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Valerie Hanson

Great product for price

2018-04-10

Pros

It also provides control over dashboards, a 360 view of accounts and contacts, email automation, and comprehensive reporting

Cons

Another major disappointment is the lack of integration with a number of third party apps.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Outstanding tool with great benefits for tracking customers and business.

2017-06-07

Since we used Zoho CRM, the control and visibility of our contact & customers, using tasks, activities and business opportunities have helped us to improve our productivity.

Pros

Dashboards, Reports Customization, Graphic reports.

Cons

Improve Mobile App Sincronization.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Zoho CRM

Excellent choice to improve your business.

Source: GetApp
Helpful?   Yes   No
Read more
Alvin Lim

Clunky software that has too many restrictions.

2017-10-11

This is a low-end software that serves a basic need for lead management. For more granular

Pros

Webforms are pretty easy to integrate, and allows you to create workflows to automate simply tasks. Zoho CRM has a mobile app that allows you to check on your leads easily.

Cons

It requires on third-party software that is clunky.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Software Advice
Helpful?   Yes   No
Read more
Sarang Vyas

Good CRM, May not do everything but very user friendly.

2016-11-03

Well I liked the CRM it does 80% of what I need however the major drawback is its lack of ability to generate reports products wise.

Pros

- user friendly - Mobile app - Reporting

Cons

- Email Integration quality - Lack of product wise reporting - Number of reports

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Zoho CRM

This CRM has to concentrate on product specific reporting as well as generating product specific data.

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Zoho CRM is a fully customizable and intuitive software with a reasonable pricepoint.

2018-08-01

Pros

Excellent database of support documentation.

Cons

A well-designed module for tracking income by donor/client would be an asset.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Kyle Stremme 🦄

Verified Reviewer

Complicated, non intuitive, and doesn't play nice with most sales enablement tools

2017-07-20

Pros

I like the sandbox customization. Feels like a cheap salesforce clone.

Cons

If you haven't set up a CRM before starting with Zoho without guidance is not recommended.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
Read more
Viktor Grabovskyy

Fantastic, Robust Software, Adaptable for Many Uses

2017-09-18

Strong CRM and ability to drill down on data with ease.

Pros

-very customizable -Robust in allowing one to tailor contact fields specifically to their needs -Strong reporting capability, very effective filter system -Mail Merge fields for emails work very well

Cons

-Inability to create email campaigns outside of Zoho Campaigns - there are several cases where we need to prepare to send 10,000 emails to customers or contacts, though must be restricted to campaigns, which is very limiting, and imposing with disadvantages

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Great CRM for SMB

2018-06-05

CRM and lead management

Pros

Easy to find contact information and make calls.

Cons

Zoho CRM doesn't have fancy design and UI, but it working great if you need to have simple CRM solution.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Its a complete CRM Application

2018-05-28

Pros

This app belongs to a whole family of management applications The integration with Goggle and social media makes marketing easier Email notification are a plus for customers contacts

Cons

Based in most of their features, it takes time to customize the application for easy use

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Joshua Dias

Verified Reviewer

My First CRM

2016-11-04

Love the power of CRM reports! We first started using the CRM with a team of 6 but now I use the enterprise version with a team of 25.

Pros

New UI CRM Reports Flexibility Scheduled Reports

Cons

No First Seen Activity

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Zoho CRM

Go for it! You won't regret it.. Big names don't deliver like Zoho! - Zoho-holic for life

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
Oral Tosun

I'm using it for months. It's a practical way to keep customer data under your hand.

2018-07-10

It allows me to keep my customers' data.

Pros

*Customizable columns feature solves screen clutter. *Social media option provides contacting customers on Twitter, Facebook and Google+.

Cons

*Although it has a lean and understandable interface, it would be much better to apply more design features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Juliette Colon

Zoho CRM, One of the Best for Small Businesses

2016-11-04

Zoho offers the ability to create mail merge templates - one of my criteria when choosing a CRM - few others if any offer this.

Pros

Functionality: Mail merges, email templates, customization, reporting

Cons

I want to be able to mark any activity closed in a very fast, easy way... just a check, done.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Zoho CRM

I think I said it above... really need these things addressed and you will be almost perfect! Thanks.

Source: Capterra
Helpful?   Yes   No
Read more
Chakradhar Ch

CRM simplified with Zoho

2018-07-06

for me its onestop for all my CRM needs . From creating customer , following up and potentially converting them to customer is breeze ,Also from Project Management standpoint its easy to capture data and use it under reports

Pros

with high customize-able of sales force automation with priority based task approach Zoho set benchmark for CRM. Also the integration with different module working seamlessly helps creating report a breeze.

Cons

Visual look or the User Interface and module joint seamless-ness needs improvement.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Badshah Basheer

Best in class customer and sales oriented tool

2018-07-12

Have been able to manage our clients, campaigns and drive sales effectively with the help of the platform. Thumps up to the development team who have put up a great product.

Pros

Integration with social media.

Cons

Some minor bug and updates are needed. The database management needs the careful attention of the users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Western US Vice President (Information Technology and Services company, 201-500 employees)
Verified Reviewer

Outstanding CRM...especially considering the price point

2016-11-03

Our primary use is specifically related to client, activity and opportunity management and tracking.

Pros

Consistent integration of new apps.

Cons

I'd like to see tighter Outlook calendar and email integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Zoho CRM

If you are using or considering SalesForce or any CRM...you must take a close look at Zoho!

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

A standard CRM that satisfies the needs of a small business

2018-04-04

Pros

It checks all of the boxes of a standard CRM (leads, accounts, contacts), and fits with our small business well.

Cons

The mobile app leaves a lot to be desired compared to the web user interface.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Sriram Padmanabhan

Verified Reviewer

Great CRM tool for a Growing Business

2016-11-16

The reports are easy to use - especially to understand sales person activity and pipeline.

Pros

Activity tracking and Pipeline management.

Cons

Task management within operations is harder than other tools we currently use. APIs with other databases is hard work so its not integrated with our billing system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Weekly

Likelihood to recommend

8/10

Recommendations to others considering Zoho CRM

Good system if you can find your way around using it. Don't expect spoon feeding on how to use the system better.

Source: GetApp
Helpful?   Yes   No
Read more
James N Ngigi

We have been using Zoho CRM and once its implemented, its very easy to use. Its also scaleable

2018-05-07

Great interface 2. Ease of implementation and use 3.

Pros

With Zoho, you can start off free of charge and then choose a payment plan once you have confirmed its the right tool for you.

Cons

The most challenging this about Zoho is its inability to integrate with 3rd party document management systems .

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
David Wells

Good CRM for small business owner

2018-09-09

I use this for setting up call lists, reminding me of lead generation and contact project and to work with my Mailchimp tasks.

Pros

Their database syncs well with my google business suite.

Cons

I wish this software had automatic reminders and more intuitive reports and suggestions for streamlining work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Jhampiert Barrios Diaz

I use it to coordinate and determine the life cycle of my client

2018-04-09

It allows me to establish as a suite a series of integrated modules that provide the sales force with automation as well as email, sales and report management.

Pros

What I like most is that it allows you to collect and manage contact and customer information, creating a history to give greater value to the offers of projects

Cons

As it is a tool that offers a complete management solution, integrating sales automation and inventory management functionalities, it should allow the establishment of multi-currency or local currency license payments.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Nagaraj Bhat

Online CRM software to automate the sales process.

2018-02-26

Pros

Online CRM and integrate with most of the third party software's so that we can seamlessly exchange the data.

Cons

For Integration we have to pay separately for tools.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Hervé Sumu

I have used Zoho as a CRM for 2 years

2018-02-19

Pros

The CRM is fairly easy to use.

Cons

The reporting was not as advanced as I would have expected it to be especially when it comes to activity tracking.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Zoho CRM is full-featured, but certainly not for the freelancer or small entrepreneur

2018-03-10

Pros

It's very customizable - you can add custom fields for your particular business needs.

Cons

It lacks simple reporting features that would be useful for smaller organizations.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No
Read more