Zoho Revamps Its Customer Relationship Management Software

SUMMARY

Zoho has rolled out a host of product offerings for its global enterprise customers, including revamped Zoho CRM for Everyone, to boost customer growth and improve their experience

The company said the new capabilities are aimed to improve visibility for every stakeholder in the customer journey, mitigate gaps in coordination and reduce turnaround time

Zoho claimed India to be one of Zoho's fastest growing markets, and particularly for its CRM product offering, the country stands as the second largest market, with a 33% YoY growth in customers in 2023

SaaS unicorn Zoho has rolled out a host of product offerings for its global enterprise customers, including revamped Zoho CRM for Everyone, to boost customer growth and improve their experience.

Customer relationship management (CRM) has been one of Zoho’s primary revenue generators among its various other offerings, and the company said its new capabilities are aimed to improve visibility for every stakeholder in the customer journey, mitigate gaps in coordination and reduce turnaround time.

The company claimed India to be one of Zoho’s fastest growing markets, and particularly for its CRM product offering, the country stands as the second largest market, with a 33% YoY growth in customers in 2023.

“Zoho CRM for Everyone breaks down those silos for the first time, enabling different teams in a sales process to contribute productively by reducing CRM complexity and encouraging participation,” said Mani Vembu, chief operating officer at Zoho.

The company has also enhanced its offerings for professional developers within Catalyst, its pro-code full-stack development platform and Zoho Apptics, an application analytics solution that enables developers to track the in-app usage and performance of applications.

Sridhar Vembu, CEO at Zoho, said, “Businesses are looking for unified solutions that help them optimise for value, maximise their competitive advantages, and tap into new market opportunities amid tough economic conditions.”

He added, “Zoho CRM for Everyone, for instance, is the first true democratisation of the CRM paradigm and helps unify all customer operations teams onto the CRM to deliver better customer experiences. Likewise, the upgraded Catalyst and the privacy-focused Apptics solution work hand-in-hand to deliver an unmatched developer experience from concept to code, and deployment to analytics.”

Zoho’s announcement comes right after its US peers Salesforce trimmed its second quarter forecast and Freshworks cut its annual outlook, in May 2024, with reason to weak client spending and inflationary pressures.

Earlier this year, Zoho’s sales crossed the $1 Bn mark in the financial year ended March 31, 2023. The company reported an operating revenue of INR 8,703.6 Cr ($1 Bn) in the financial year 2022-23 (FY23), a jump of 30% from INR 6,710.7 Cr in FY22.

Founded in 1996, the Sridhar Vembu-led company was initially known as AdventNet INC. Zoho has various product offerings ranging from web applications for sales, marketing, finance, legal, to suites, mobile applications and such.

Last month, it was reported that the Chennai-based company was looking to enter the semiconductor space and was seeking approval to get incentives under the production linked incentive (PLI) scheme for setting up a chip fabrication plant.

Prior to that in April, Vembu announced the launch of his new venture Karuvi, a power tools manufacturing company, which is a mechatronics startup that designs and builds consumer and industrial power tools and other mechanical systems.

In February, the company also launched a new business division called Zakya in India, to cater to the retail businesses. Zakya offers a POS (point of sale) solution for retail stores to streamline their day-to-day operations and easily monitor them from one place.