Zoho CRM is one of the flagship applications within the Zoho One suite, providing your sales and customer relationship management capabilities. When accessed through Zoho One, Zoho CRM connects seamlessly with your other business tools including finance, support, marketing, and HR, creating a joined-up view of the entire customer journey from first contact to post-sale service.

What Zoho CRM Provides

Zoho CRM is a comprehensive platform for managing leads, contacts, accounts, deals, and sales pipelines. It includes workflow automation, territory management, forecasting, AI-powered insights through Zia, email integration, telephony, and an extensive marketplace of third-party connectors. Organisations can customise modules, fields, layouts, and automation rules to align Zoho CRM with their specific sales process.

Managing Access Through Zoho One

Administrators grant Zoho CRM access to users from the Zoho One Admin Panel. Roles within CRM can be aligned to your organisational structure and are managed separately within the CRM application itself. Conditional assignment rules in Zoho One can automatically provision CRM access to users in sales-related departments when they join the organisation.

Cross-Application Integrations

Within Zoho One, Zoho CRM integrates with a wide range of other applications to eliminate data silos:

• Zoho Desk — agents see CRM account and deal data alongside support tickets; CRM users see open tickets on contacts and accounts.
• Zoho Campaigns — marketing lists sync from CRM contacts and leads; campaign engagement data flows back into CRM.
• Zoho Books — invoices can be created from won deals; payment status is visible on CRM accounts.
• Zoho Cliq — deal and lead notifications can be pushed to Cliq channels for real-time team visibility.
• Zoho Analytics — CRM data is available for cross-application reporting and business intelligence dashboards.
• Zoho SalesIQ — website visitor tracking data and live chat transcripts are linked to CRM contacts.

Zia AI Capabilities

Zoho CRM includes Zia, Zoho's AI assistant, which provides sales predictions, best time to contact recommendations, anomaly alerts, and automated lead scoring. Zia analyses patterns in your CRM data to surface insights that help your team focus their efforts on the deals and activities most likely to result in a positive outcome.

Zoho CRM Canvas

Canvas is Zoho CRM's design studio, allowing you to redesign the record view to show information in a layout that suits your team's workflow, without any coding. Sales teams with specific data display preferences can use Canvas to create a view that surfaces the most important fields and relationships at a glance.