
Zoho is a Challenger. Primarily a SaaS provider focused on SMBs, it provides an LCAP called Zoho Creator for building applications via both citizen and professional development. Application developers can also draw on its CRM and other applications.
Zoho has a global presence and offers built-in integration PaaS (iPaaS) and access to SaaS capabilities such as analytics and chatbots. Gartner evaluated Zoho Creator 5.
Strengths
■ Overall viability: Zoho CRM offers the enterprise-scale of a global SaaS-plus-PaaS provider, is internally funded and is mostly used by SMBs. It continues to record strong growth, driven by initiatives such as its Enterprise Business Solutions team’s provision of professional management assistance and partner resellers (of which there are many). Two different pricing models with different metrics are supported for SMBs and large enterprises.
■ Innovation: Zoho Creator has strengths associated with Zoho’s nature as a SaaS provider: a predefined data schema, PWAs, conversational and headless voice applications, a dedicated cloud offering and Kanban reports. Zoho expects to offer Zoho Creator on-premises in 2019, albeit without modern deployment practices, such as the use of containers.
■ Market understanding: Citizen development is supported, with features like code-free dashboards displaying data from composite data sources. Zoho also offers low-code support for Zia, its AI-driven natural language application.
■ Customer experience: Zoho’s reference customers gave it above-average scores for its features and functionality, as well as its ease of deployment.
Got a business but don’t yet have Zoho CRM? Contact us and get a free quote!Published in June 2020
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