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A MUST for sales and marketing function
Updated May 08, 2024

A MUST for sales and marketing function

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Zoho CRM

We use it for the entire spectrum of Pre-sales, sales, and post-sales record management. However, we use GetResponse for email marketing, although Zoho CRM does have Zoho campaigns as well. Record management includes lead entry, appointment setting, follow-ups, post-sales support records such as invoices, payment receipts, and the like. It is also our go-to for long-term customer relationship management. Zoho CRM helps us keep a close eye on tele-caller activity and empowers them to schedule such in a very organized way.
  • Customer record management
  • Sales management
  • Salesforce monitoring
  • Automatic generation of customer web details such as social media activity, etc.
  • Downloading reports to Excel, etc. is still a bit archaic
  • None other for now. We love Zoho CRM
  • definitely positive ROI
Extremely flexible and scalable. We can enter several data points such as contact details, industry, lead status, "description of interaction and by which caller," "notes," "attachments," "follow scheduling and reminders on email," and much more. Lots of fields can be customized at will. We would love chat support, though.
Once a customer record is created within zoho, it offers multiple features for updating details and uploading associated files as well. The email marketing feature is equally useful and one can maintain a track of follow-through emails sent. In the next step, the "type" and "status" of the lead can be customized and aggregate reports can be used for monitoring performance. The android app also makes it easy to update records via cell phone and also maintain clear call logs (including call purpose - be it sales or support or collection). Comes highly recommended for both B2B and B2C business types. We use it for B2C
  • Definitely a solid ROI, we never needed to quantify
  • None other
It was selected based on consultants' recommendations and overall cost.

Do you think Zoho CRM delivers good value for the price?

Yes

Are you happy with Zoho CRM's feature set?

Yes

Did Zoho CRM live up to sales and marketing promises?

Yes

Did implementation of Zoho CRM go as expected?

Yes

Would you buy Zoho CRM again?

Yes

Well-suited for any business that has many customers and especially suited for B2C like ours where there is constant selling to new customers. Thus if you are a sales or marketing-driven business, one has to have this.

Zoho CRM Feature Ratings

9.7
Customer data management / contact management
10
Workflow management
Not Rated
Territory management
Not Rated
Opportunity management
10
Integration with email client (e.g., Outlook or Gmail)
8
Contract management
10
Quote & order management
10
Interaction tracking
10
Channel / partner relationship management
10
8.0
Case management
8
Call center management
8
Help desk management
8
10.0
Lead management
10
Email marketing
Not Rated
9.7
Task management
10
Billing and invoicing management
9
Reporting
10
9.7
Forecasting
10
Pipeline visualization
10
Customizable reports
9
9.0
Custom fields
10
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
8
10.0
Role-based user permissions
10
Single sign-on capability
10
8.0
Social data
8
Social engagement
8
8.0
Marketing automation
8
8.0
Mobile access
8

Using Zoho CRM

4 - Zoho is used by (1) sales (2) marketing (3) Collections and billing and (4) The managing partner. The initial lead record creation and follow-through status is maintained by sales. marketing uses it at a more aggregate level and for custom campaigns (emailers and sales analyses). The collection and billing person uses it more at a cursory level to check collection records. The partner uses it for supervision of these 3 functions
1 - Given our usage, we rely mainly on the zoho support team for escalations. Further, the single point of contact (SPOC) for initial escalations is the marketing specialist who is adept at using the software. Overall we recommend a stronger involvement of marketing function in supporting zoho. The product does not have too mainly technical complexities and the support team is fast to resolve queries, if any
  • post lead generation handling (prospecting, deal closure)
  • Post customer enrollment handling (service event logs)
  • Strategic and tactical marketing and sales decision support
  • Billing and collection operations
  • Collections turned out be an unexpected benefit given the deep record management features in zoho
  • the zoho mobile app came out to be yet another winner! The app integrates well with calls and logs the call duration as well. The handling personnel can retain notes of the call purpose and this helps us keep track of sales and servicing time invested
  • closely exploring zoho campaigns for email marketing
  • human resources is yet another function where the system can retain key docs including ones for employee induction and training
We have been using zoho since 2015 and have become conversant with their systems. Failure/trippage events have been very limited too

Evaluating Zoho CRM and Competitors

  • Price
  • Prior Experience with the Product
Prior experience and given the scale of our ops, it turned out to be sufficient and less complex.
Would identify more parameters, especially workflow automation and marketing automation simplicity.

Zoho CRM Training

  • No Training
I would recommend training. Our adaptation to it was slow and initially non-critical. We recommend getting trained so that ramp-up is swift. The software is intuitive and won't cause too many hurdles.

Zoho CRM Reliability

We have used it for 4 different functions and it has worked seamlessly. The software has never crashed since 2015. Implementation and customization is easy and there is no coding knowhow needed
We have not faced any of the aforesaid issues. The application is robust and well-tested
Using zoho by itself has never been a problem. However one has to check for its compatibility/sync with other software. For example, it does not have a clear and full sync with getresponse since a long long time

Integrating Zoho CRM

Basis prior responses
Troublesome. One can port data from GetResponse to Zoho CRM but not the other way round. One again needs some added software for full-cycle integration. So, GetResponse users, beware - this is a pain point.
No foreseen response from GetResponse or Zoho
  • API (e.g. SOAP or REST)
Please check with Zoho in high detail prior to onboarding. Some software may not sync easily and sync may need added software! and thus costs!

Relationship with Zoho

The pre-sales team answered all our specific questions in detail and also brought in a demo call so that we could understand the user interface and features. The support team is quick to response even if one has a free user account. I recommend using the free user accounts feature from zoho prior to making a purchase decision.
The customer service team is well-trained on all aspects of the software. Firstly, there have been very limited instances where we needed their intervention. In one incident, we needed to integrate their contact forms on our campaign landing page. Their support empowered us to handle that well. However their response to direct integration with GetResponse is that one "thorn in the rose" that remains non-resolutive with both companies washing their hands off it and recommending usage of yet another software - zapier
We used their primary paid plans and there was little room for negotiations there. However a larger, B2B client with multiple accounts was given some leeway through added benefits
1. Please test our zoho with their free accounts feature. That is the first step to "shock test" the software for your particular use 2. IF possible, please use their support documentation so that one does not have to wait till support responds 3. One can negotiate to an extent if the number of user accounts is very high and the company is responsive in such cases 4. When buying CRM, please ensure that it integrates seamlessly with any other closely related applications like email marketing. 5. In case your email marketing campaigns are not too strategic, I recommend using zoho campaigns itself since its from the same company