What is Zoho CRM?

It`s easy to see why millions of businesses depend on Zoho CRM. The software is fully customizable, making it suitable for businesses of any size or industry. It also offers a full suite of features for sales, marketing, and customer service. This, coupled with hundreds of integrations, makes Zoho one of the most powerful platforms on the market.

The customization options in Zoho CRM are one of its strongest selling points. Whatever your size or vertical, you can use Zoho to streamline your business and build better relationships. Here are some of the customization features on offer:

Layouts: Customize the layout and content of your home page. Each department will prioritize information differently, and Zoho CRM lets you place the most vital information front and center. You can hide information you don`t need from view.

Modules: Modules help you organize subsets of data. Some common CRM modules are campaigns, leads, tasks, accounts, and contacts. Zoho comes with 15 standard modules. However, you can delete the ones you don`t need and create custom modules for your industry. For example, an insurance agency can add a module for policies or health assessments.

Fields: Zoho CRM doesn`t lock you into prebuilt fields either. The data you need will vary according to your industry. For example, age may be an important field for a hospital, while detailed location information is needed for a real estate agent. With Zoho, you can remove any irrelevant fields and add the ones you need.

Custom action buttons: You can add customized buttons to your modules for any task you need to complete. For example, an insurance agent might create a “New Policy” button.

Sales Teams

Zoho offers a mammoth set of features for sales teams to help them track performance, automate sales processes, manage omnichannel communication, and find new leads. Let`s drill down into each feature:

Dashboards: Zoho`s dashboards monitor your most important KPIS in real-time. Metrics such as new leads, deals in the pipeline, and sales volume give a big-picture view of your essential sales figures.

Blueprint: You can clearly define your sale processes and create an online replica for them. For example, perhaps you have the same series of steps you follow when you close a deal. You can build this sales process in Zoho using their drag-and-drop tool. All you need to do is:
1. Define the stages of your sales process
2. Assign the tasks associated with each stage
3. Set the conditions for moving from one stage to another
Zoho can automate some of the tasks, such as bulk and follow-up emails. It can also assign tasks and alerts for your sales reps as they move from one stage to the next. This keeps your sales processes streamlined and ensures no step is forgotten.

SalesSignals: Today`s customer writes their own buyer`s journey across multiple channels. They expect a seamless transition across the modern web of touchpoints, like social media, websites, email, SMS, telephone, and chat boxes. Zoho`s SalesSignals features join all your touchpoints together into a single record. You receive real-time notifications across all channels, including social media mentions. And there`s no need to toggle between windows; you can respond on every channel from the SalesSignals dashboard.

Zia: Zoho`s AI-powered assistant, Zia, offers advanced lead enrichment. With just a name and company, Zia can search the web for additional information, such as revenue, company size, job role, and contact information. Zia can also tell you the best time to connect with a contact by analyzing customer behavior, such as email opens, web visits, and contact history.

Marketing Teams

Zoho CRM helps you align sales and marketing teams, generate more leads, and automate campaigns. Here`s how:

Automated lead scoring: Zoho CRM can prioritize prospects with a scoring system. You determine the criteria and can assign positive and negative scoring conditions. For example, an unanswered phone call may deduct a point, while an opened email adds points. You can also weight scoring categories according to how well they fit your buyer persona. Once the scoring rules are set, Zoho automatically scores and sorts your lead. Low scores stick with marketing for more nurturing, and hot leads go straight to sales.

WebForms: Zoho CRM lets you create tailored, no-code web forms and surveys. You can A/B test your forms to see which get the most conversions and identify problem spots where visitors tend to abandon a form. Data captured in WebForms will automatically create a new contact record.

Email automation & campaigns: Zoho`s email automation can keep prospects nurtured through every stage of the customer journey. You can create templates for each deal stage and have them automatically send as a prospect moves down the funnel.

Zoho helps you create highly targeted marketing campaigns. You can even segment your audience by the custom fields you`ve created. The merge feature ensures your marketing team can personalize their pitch without a lot of manual data entry.

Customer Service

The customer service module helps you reach customers on any channel, create self-service options, and makes life easier for agents by automating repetitive tasks. Let`s take a closer look:

Omnichannel support: You can respond to customers on email, phone, chat, social media, and your website without ever leaving Zoho. Get real-time alerts anytime a customer reaches out.

Self-service: Help customers help themselves by building a user community, knowledge base, and AI-powered chatbots.

Canned responses: Do you find yourself typing the same instructions, links, and steps over and over? Zoho CRM lets you build a repository of answers to common issues, which are delivered via canned responses. It`s a time-saving solution for both agents and customers.


  • Lead management
  • Deal management
  • Contact management
  • Workflow automation
  • Sales process builder
  • Email
  • Social media integration
  • Customer portals
  • Customization
  • Reports
  • Analytical components
  • Quotes and finances
  • Partner portals
  • Calendar
  • Forecasting
  • Territory management
  • Gamification
  • Lead & deal prediction
  • Zia AI assistant
  • Macro suggestions
  • Customer segmentation
  • Lead nurturing
  • Event management


  • Free trial - yes
  • Standard- $12 per user per month billed annually
  • Professional - $22 per user per month billed annually
  • Enterprise - $35 per user per month billed annually
  • Ultimate - $45 per user per month billed annually


  • Help Center
  • CRM Training
  • Forum & Community
  • Certified consultants
  • Videos
  • FAQs
  • Webinars
  • Email
  • Support plans
  • Tickets
  • Phone