Zoho vs. Salesforce: How Do They Compare?

Technology has brought not just innovation, but a complete evolution to how small businesses work in a few short years. Security and cybersecurity systems, upgraded storage and processing power and all kinds of premium software packages can now be purchased in service contracts in packages that are customised to match small business needs and price points at the same time. Because small businesses no longer need the cash reserves to make massive investments in business infrastructure, it's now possible for them to maximise their efficiency while retaining the advantages of agility that come with smaller size. There is no question that small businesses should be taking advantage of these new possibilities. The only question is where to begin.

Salesforce CRM is the #1 AI CRM for a reason. It helps businesses of all sizes unite their teams around their customer data to build customer relationships. Especially if you're a small business just getting started with customer relationship management (CRM), a CRM that offers a free version might seem like a good idea, but it's important to consider the limitations of what that CRM will provide. Salesforce offers affordable great options for SMBs, including Starter Suite, which can try for free.

The free version of Zoho CRM has the core functionalities a small business requires, including lead gathering, contact management, workflow automation, analytics, social collaboration and tools to help turn leads into conversions. It is also a web-based platform that can be accessed by mobile device. The free version of Zoho allows for up to 3 users, a nice feature for small businesses. Other Zoho features are third-party app integration, security and the 360-degree view, which displays all the critical information, from contacts and sales cycles to analytics, that businesses need to make decisions.

The fact that Zoho allows for up to 3 users in a free CRM is a boon to small businesses, but only to small businesses. In addition, it’s only an advantage to small businesses that aren’t looking to grow. That means Zoho’s free version occupies a pretty narrow market segment. It’s also less customisable than a premium CRM like Salesforce. For example, if a business wants to add customised reports or additional modules, which is a very realistic likelihood for businesses of any size, they would need to upgrade to the package that costs significantly more per user per month. Zoho’s customisation features have also received criticism. While there is a navigation at the top of the dashboard with a tab for each function, some users complain that performing simple tasks and navigating each section requires too many steps.

Up to this point in our Zoho review, we have seen that small businesses with limited budgets that are looking to streamline their customer relationship management and sales process might gain considerable value by integrating Zoho’s free CRM into their organisation. We have also seen that businesses that are thinking bigger or more long term with respect to future growth might want to opt for Salesforce right out of the gate, especially because Salesforce is consistenly named the world's #1 CRM.

Salesforce simply has the reputation for providing the best platform for improving customer relationships. Yes, it can cost more. However, Salesforce is known for setting the standard when it comes to ease of use, customisability and innovation in the CRM space.

Salesforce offers access to the AgentExchange, which allows users to easily customise their CRM with thousands of applications built on and for, the Salesforce Platform.

Perhaps most important of all, Salesforce really shines at being scalable. Many businesses turn to Salesforce right from the startup phase and then implement more and more of its advanced features as the business grows. This allows not only for an attractive ROI from the start, but also one that expands along with the organisation.