What is it and how does it work

What is it and how does it work

Zoho CRM it is one of the many CRM software options on the market. This is a very valid option for businesses of all sizes, and although it is a very comprehensive tool, it may not be the most suitable for your business, or maybe it will depend on essentially your goals and needs.

So that you know if this is the customer relationship tool for you, in this article we will explain to you what is Zoho CRM, how does it work and what features does it integrate. That way, you’ll have all the information you need to know if it’s the right CRM for your business.

What is Zoho?

Zoho was founded by Sridhar Vembu in 1996 under the name AdventNet. After shifting the business focus from IT services to software, and after moving from the United States to his native country (India) in 2009, he changed the name from Zoho Corporation. At present, it has more than 7000 employees on its staff, spread all over the world. Despite being headquartered in the United States, 90% of its employees work in the city of Chennai, India.

After several years of working only with large clients, Zoho opened its borders to develop tools for businesses of all sizes, create open source software and limited free versions, as well as pricing plans to suit all budgets. Zoho CRM is your flagship softwareIthe, but they have a lot more like Zoho Mail, Desk, Analytics, Books, etc. In total they have more than 60 million users.

What is Zoho CRM and what is it used for?

Zoho CRM is a comprehensive tool that allows manage the entire customer lifecycle in a simple and intuitive way. It offers a large number of features: sales, marketing, customer service, inventory management, etc. All from a centralized control panel. In order to make things easier, he has a smart assistant called Zia, which uses AI and Deep Learning to come up with recommendations and predictions.

Zoho CRM is undoubtedly the flagship product of this software publisher, whose objective is the marketing automation, lead management, sales planning and advanced analysis of all data. The sales section stands out above all, where one can find some of the most advanced tools on the market. The ease of use of its tools is surprising, as they have a very affordable learning curve for users of all skill levels.

Another of Zoho CRM’s greatest virtues is that it is able to adapt to projects of all sizes thanks to its almost endless customization options, which allow the software to be adapted to the needs and objectives of each project. You can modify all the modules, eliminate what we are not going to use, incorporate other necessary features, integrate other tools from the Zoho ecosystem, etc. In short, the user can configure the software to their liking with almost no restrictions.

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Zoho CRM: Features and Functions for an Inbound Project

Despite Zoho CRM is great software, it’s also very specific, so before hiring this tool, it is necessary to check what we really need. And, of course, like any other service, it has its pros and cons, so the best thing is that we continue to explain what we can and cannot do, taking as a reference the different stages of a strategy inbound marketing.

Attraction phase

Zoho CRM it does not integrate too many features centered on the attraction phase. It is true that it integrates certain SEO tools and allows to connect to social networks, but they only allow the analysis of the data obtained. We can also integrate Zoho CRM with our Google Ads campaigns, but again, this only allows you to analyze performance, not manage or optimize it.

Conversion phase

The the conversion phase is not his forte either, And while it has some basic features for registering qualified leads, they leave a lot to be desired. For example, we can create basic forms, but many advanced options such as progressive or dependent fields are missing. We can get logs from social media, but we can’t manage profiles.

It is not a suitable tool for the conversion phase, since, for example, it does not allow you to create landing pages in situ, which forces us to look to other platforms such as WordPress to integrate Zoho CRM forms into our landing pages. We also cannot manage CTAs (Call To Action) or manage predictive content generation or web personalization. In short, it is not the right software to convert users into leads.

Education phase

Zoho CRM fully focuses on the training and closing phases, because most of the functionalities it integrates are clearly oriented towards improving the relationship with the customer during these phases. The email marketing automation this is arguably one of its greatest advantages.

If what you want is to manage aspects like lead maintenance and the lead scoring Using automated email marketing campaigns, Zoho CRM is a good option. They also highlight its functions as segmentation of contacts, although it should be noted that it uses a tag system instead of lists.

Closure and loyalty phase

the The loyalty and closing phase features are undoubtedly the most remarkable Zoho CRM, since it is a software specialized precisely in improving the relationship with the customer. Its tools for converting prospects into customers stand out: task automation, sales pipeline management, sales process creation and, of course, a complete CRM interfaces, It combines the storage of marketing databases, such as customer relationship management.

The ultimate goal of Zoho CRM is manage relationships with customers or potential customers in order to increase sales, and in this section it is a great software, because it has all the necessary tools to achieve it.

Assessment according to the stages of inbound marketingAssessment according to the stages of inbound marketing

Zoho CRM: other features to consider

User-friendliness and scalability

The The usability of Zoho CRM is quite good, since its interface is very simple and easy to use, which allows it to be used by almost everyone. All sections can be easily managed. On the other hand, it requires a little tedious initial configuration, and one can often find errors of navigation, contacts and other errors of this type.

On another side, Zoho CRM is also scalable software to which you can add other functions of the Zoho suite, as well as integrate the Google suite, Shopify, Google Ads, Facebook Ads, Slack, etc. However, their model system is somewhat tedious to handle, as they are not fully automated.


As for the price, Zoho CRM provides a limited free version which can be very useful to take the first steps and see if this is the tool we need. After that we can choose between several plans, with a user pricing system, that is, we will have to pay monthly for each user who uses the platform. The plans are distributed as follows:

  • Standard package: € 20 per month. It allows you to manage scoring rules, workflows, marketing automation, panel customization, etc.
  • Professional plan: 35 € per month. To all this, we must add real-time notifications, administration of sales stages, forms, validation rules, inventory management, etc.
  • Company package: € 50 per month. This is the first plan to include the AI ​​assistant Zia. In addition, it adds personalization of each customer’s lifecycle, advanced personalization, and even mobile application design and delivery functions.
  • Ultimate Package: 65 € al mes. It includes advanced analytics and business intelligence features, as well as increased functionality limiting capabilities per user.
  • Zoho CRM Plus: € 69 per month. It is the most complete product, as it includes all the features of this software.

It’s a platform with very competitive prices, especially if it is paid annually, since discounts are applied to previous prices (more details, here). Two negative points: the first is that We do not have the AI ​​assistant before the Business plan, which already has a high monthly cost; the second is that we will surely need complete with other tools to cover the attraction and conversion phases, which can cause the price of our inbound marketing strategy to skyrocket.

Attention to the client

Although it is improving over the years, one of the The biggest flaw in Zoho CRM is without a doubt customer service. If we compare its support with that of other similar software on the market, it is far behind. There are quite a few contact channels, for example by email, chat or via their helpdesk, but in all of them the resolution of incidents is slow and not very decisive.


Conclusion on Zoho CRM

Zoho CRM is a good software to improve customer relationship, easy to use and scalable, but if we are talking about a strategy of inbound marketing is not enough, since it does not only include tools for the attraction and conversion phases. Although this is a powerful CRM, it is much better suited to the needs of medium and small sizes.

On the other hand, and despite the fact that it improves over the years, we sometimes find errors that are not acceptable for software of this level. It is also customer service could be improved, especially in terms of the speed of responses or their quality, because, despite the fact that the processing is correct, sometimes they do not offer the solutions we need.

Before hiring and starting to use this tool, we emphasize the need to carefully study all the available options to check which one suits us best. So that you can do it easily, we recommend that you take a look at our macro comparison of marketing automation tools, in which we break down the most popular tools on the market one by one. In addition, our team of experts is always at your disposal to offer you the advice you need, click here to get in touch and receive information.

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