I think areas of Zoho CRM that need to be improved or enhanced include the permission structure, which can be easy to set up custom permissions within Zoho Creator using different filters and running scripts at runtime, but those events and triggers are not available in Zoho CRM. As a result, applying custom permission structures for all modules such as leads, contacts, accounts, and deals can get quite difficult. Doing it in Zoho Creator is a lot easier compared to this. I feel that Zoho CRM's AI-powered assistant, Zia, is not that good right now. If they provide an API documentation for it and allow me to give custom prompts within the API to get responses back, it will be really good. However, currently, Zia can mainly be used as a knowledge base, but it doesn't perform well in that capacity and lags in many areas.
The main improvement needed for Zoho CRM is introducing SQL code for reports, similar to what's in Zoho Analytics. Zoho CRM's support can improve significantly, although it's designed to require minimal support for everyday activities.
While working with Zoho CRM for more than five years, I have noticed they are improving the visuals and interface of the platform but not enhancing the functionalities. When writing code that exceeds 500 or 700 lines, if you forget to save it and haven't run it once, the entire function can be lost. The platform does not save code versions similar to GitHub, where you can compare new versions with previous ones. Additionally, while AI is an emerging technology being adopted by many platforms, Zoho CRM has not introduced any AI features into their platform. This is an area where Zoho CRM should improve to enhance their market presence.
Director of Information Technology at MASFinancials
Real User
Top 10
Jun 20, 2025
For improving Zoho CRM, I think some organizations may prefer not to have their data on the internet since Zoho CRM runs as a cloud service. Banks and confidential organizations may need an on-premise solution. I don't know if Zoho CRM has a product that runs offline, but Odoo does, and it can run the system on your servers.
Senior Director - Head of Solution Engineering at Osol tech (Private) Limited
Real User
Top 5
Dec 13, 2024
Zoho CRM could benefit from predictive analysis based on historical trends to forecast future performance over the next two to three years, particularly from a sales pipeline perspective. This feature could enhance its usefulness by predicting future opportunities based on past data.
The main area for improvement is how the solution handles leads. Leads are separated and always tied to a contact, which makes it difficult to maintain leads within a company. This could be handled better.
There should be easy access to feature recommendations in the solution. A public repository can be created for the solution that will comprise all the possible features and use cases of Zoho CRM. Presently, I have to visit the vendor's website to learn about all the extensive features of Zoho CRM. Senior employees of our organization, when they are on vacation, fill time sheets once a week or month, but the data cannot be viewed monthly or for a specific range of days in Zoho CRM. The product should introduce a button on the interface to fill the timesheet as a mass entry, it will provide more visibility to the users. I had to create a document to note which employees are travelling for a specific duration in my organization, Zoho CRM should effectively navigate and convey the features to the customers about multiple data entries. For instance, many employees in our company were manually filling the timesheet for each day by spending 30 minutes, instead of filling an entire range that should take five minutes.
CRM Team Leader at a tech company with 201-500 employees
Real User
Jun 27, 2023
Zoho CRM’s customer service can be a little difficult to reach sometimes. They have a very large community. We can find answers in the community blog. However, sometimes we see articles of people asking for a new feature, and it has been sitting there for two to three years without an official answer or letting us know when we should expect the feature to be launched. The product could improve its customer service.
Whenever I have to add a contract, it shows multiple lines on the screen. It isn't easy to proceed further in this case. They should improve this particular feature in the solution.
Head of Sales(Solutions) at Brane Enterprises Pvt Ltd
Real User
May 8, 2023
Currently, there is no need for further improvement as the solution has successfully met our requirements. We have utilized it across various industries, effectively segregating them by different sectors, including enterprises and small businesses. It has proven to be a good solution. The customization options for roles in Zoho CRM are currently limited. While the platform offers extensive coverage for various industries and business sizes, there is room for improvement in terms of providing more roles and enhancing customization capabilities within those roles.
There are certain functions that have occasional performance issues including workflow automation that can result in backlogs. It's been less of a problem recently.
Managing Secretary at Manovikas Charitable Society
Real User
Jan 12, 2023
Pricing for Zoho CRM could be improved because it is expensive. My company also needs some analytics, so it would be good if Zoho CRM had built-in analytics. The company is now looking into a different solution for analytics, such as Google Analytics or Zoho Analytics. Whichever is better, my company will use.
What needs improvement in Zoho CRM is the UI. It needs to be more user-friendly. I like Salesforce better than Zoho CRM in terms of the UI, so if Zoho CRM can make some UI changes, that would make the tool better.
While Zoho products have been updated and they have introduced many features, sometimes the information about new features is not there. Sometimes we have to try it ourselves and discover by trial and error to get to know what the new features are as well as the function or benefit. Support could be more knowledgeable. We want to integrate the product with WhatsApp or social media or chat, WeChat. We'd like something like ChatBox as people are no longer using email to communicate. They are now using direct messages. Zoho needs to get involved with this.
The integration should be more user-friendly. I think the architecture currently is pretty modularized within the Zoho system. We have a CRM and we have projects, and the integration part in previous modules can be better and made easier for end users. That is where we had to use third-party vendor support to help us build those integrations.
Manager - Sales & NBO at a tech services company with 201-500 employees
Real User
May 11, 2022
It would be useful to have some way of mapping organizations that could add more value. If I have X company's database and am trying to create multiple contexts for different entities of the same company, I should be able to map it in such a way that I can see the organization chart.
Technical Solutions Architect at Valencia IIP Advisors Limited
Real User
Feb 14, 2022
The only thing I noticed was that it does not support multi-country operations. In Canada, for example, we do not use the term "state," but rather "province," and we do not use zip codes, but rather "postal codes." Those are things that cannot be changed. They are constantly releasing new features, such as visibility to non-users. They've already addressed that with a feature that allows people to see sales contests and results of sales promotions, as well as who's selling the most. They are not required to have a paid license, which is convenient. There are some people who only need to catch an occasional glimpse. The way it works is it's all-or-nothing. But that's how they're all. There is nothing new there.
Sometimes, there are technical glitches. When we add product details, the information disappears. It can be improved from this aspect. Some of the bugs also need to be resolved. They can improve the mobile app. They can add more functionalities to the Zoho CRM mobile app.
Zoho CRM is a versatile tool designed to customize and integrate business operations efficiently. It features lead management, analytics, automation, and a user-centric interface, making it adaptable for streamlining sales and enhancing customer interactions.Zoho CRM offers businesses the capability to tailor operations through a customizable platform. It ensures seamless integration with other applications and supports advanced automation, facilitating streamlined sales and marketing...
I think areas of Zoho CRM that need to be improved or enhanced include the permission structure, which can be easy to set up custom permissions within Zoho Creator using different filters and running scripts at runtime, but those events and triggers are not available in Zoho CRM. As a result, applying custom permission structures for all modules such as leads, contacts, accounts, and deals can get quite difficult. Doing it in Zoho Creator is a lot easier compared to this. I feel that Zoho CRM's AI-powered assistant, Zia, is not that good right now. If they provide an API documentation for it and allow me to give custom prompts within the API to get responses back, it will be really good. However, currently, Zia can mainly be used as a knowledge base, but it doesn't perform well in that capacity and lags in many areas.
The main improvement needed for Zoho CRM is introducing SQL code for reports, similar to what's in Zoho Analytics. Zoho CRM's support can improve significantly, although it's designed to require minimal support for everyday activities.
While working with Zoho CRM for more than five years, I have noticed they are improving the visuals and interface of the platform but not enhancing the functionalities. When writing code that exceeds 500 or 700 lines, if you forget to save it and haven't run it once, the entire function can be lost. The platform does not save code versions similar to GitHub, where you can compare new versions with previous ones. Additionally, while AI is an emerging technology being adopted by many platforms, Zoho CRM has not introduced any AI features into their platform. This is an area where Zoho CRM should improve to enhance their market presence.
The UX for the product in general is probably below standard compared to some of the other CRMs.
For improving Zoho CRM, I think some organizations may prefer not to have their data on the internet since Zoho CRM runs as a cloud service. Banks and confidential organizations may need an on-premise solution. I don't know if Zoho CRM has a product that runs offline, but Odoo does, and it can run the system on your servers.
The analytics and AI suggestion features need improvement.
Zoho CRM could benefit from predictive analysis based on historical trends to forecast future performance over the next two to three years, particularly from a sales pipeline perspective. This feature could enhance its usefulness by predicting future opportunities based on past data.
The main area for improvement is how the solution handles leads. Leads are separated and always tied to a contact, which makes it difficult to maintain leads within a company. This could be handled better.
There should be easy access to feature recommendations in the solution. A public repository can be created for the solution that will comprise all the possible features and use cases of Zoho CRM. Presently, I have to visit the vendor's website to learn about all the extensive features of Zoho CRM. Senior employees of our organization, when they are on vacation, fill time sheets once a week or month, but the data cannot be viewed monthly or for a specific range of days in Zoho CRM. The product should introduce a button on the interface to fill the timesheet as a mass entry, it will provide more visibility to the users. I had to create a document to note which employees are travelling for a specific duration in my organization, Zoho CRM should effectively navigate and convey the features to the customers about multiple data entries. For instance, many employees in our company were manually filling the timesheet for each day by spending 30 minutes, instead of filling an entire range that should take five minutes.
The reporting for developers should be improved.
The product's scalability and stability need improvement.
Zoho CRM’s customer service can be a little difficult to reach sometimes. They have a very large community. We can find answers in the community blog. However, sometimes we see articles of people asking for a new feature, and it has been sitting there for two to three years without an official answer or letting us know when we should expect the feature to be launched. The product could improve its customer service.
The solution should add more customizing options to Canvas.
Whenever I have to add a contract, it shows multiple lines on the screen. It isn't easy to proceed further in this case. They should improve this particular feature in the solution.
I would like to see better integration with Zoho Creator.
The MCR capabilities have some limitations.
Currently, there is no need for further improvement as the solution has successfully met our requirements. We have utilized it across various industries, effectively segregating them by different sectors, including enterprises and small businesses. It has proven to be a good solution. The customization options for roles in Zoho CRM are currently limited. While the platform offers extensive coverage for various industries and business sizes, there is room for improvement in terms of providing more roles and enhancing customization capabilities within those roles.
There are certain functions that have occasional performance issues including workflow automation that can result in backlogs. It's been less of a problem recently.
The process of creating reports is not very user-friendly - it takes time, and it's confusing.
Pricing for Zoho CRM could be improved because it is expensive. My company also needs some analytics, so it would be good if Zoho CRM had built-in analytics. The company is now looking into a different solution for analytics, such as Google Analytics or Zoho Analytics. Whichever is better, my company will use.
What needs improvement in Zoho CRM is the UI. It needs to be more user-friendly. I like Salesforce better than Zoho CRM in terms of the UI, so if Zoho CRM can make some UI changes, that would make the tool better.
Zoho could be more user friendly by improving the UI of the interface.
While Zoho products have been updated and they have introduced many features, sometimes the information about new features is not there. Sometimes we have to try it ourselves and discover by trial and error to get to know what the new features are as well as the function or benefit. Support could be more knowledgeable. We want to integrate the product with WhatsApp or social media or chat, WeChat. We'd like something like ChatBox as people are no longer using email to communicate. They are now using direct messages. Zoho needs to get involved with this.
We would like to always email users as soon as any new features are launched.
The integration should be more user-friendly. I think the architecture currently is pretty modularized within the Zoho system. We have a CRM and we have projects, and the integration part in previous modules can be better and made easier for end users. That is where we had to use third-party vendor support to help us build those integrations.
It would be useful to have some way of mapping organizations that could add more value. If I have X company's database and am trying to create multiple contexts for different entities of the same company, I should be able to map it in such a way that I can see the organization chart.
The only thing I noticed was that it does not support multi-country operations. In Canada, for example, we do not use the term "state," but rather "province," and we do not use zip codes, but rather "postal codes." Those are things that cannot be changed. They are constantly releasing new features, such as visibility to non-users. They've already addressed that with a feature that allows people to see sales contests and results of sales promotions, as well as who's selling the most. They are not required to have a paid license, which is convenient. There are some people who only need to catch an occasional glimpse. The way it works is it's all-or-nothing. But that's how they're all. There is nothing new there.
The support response time for this solution could be improved.
Sometimes, there are technical glitches. When we add product details, the information disappears. It can be improved from this aspect. Some of the bugs also need to be resolved. They can improve the mobile app. They can add more functionalities to the Zoho CRM mobile app.
The mobile application is a little complicated and could be simplified.