SMBs CRM: Salesforce vs Zoho vs SugarCRM – A CRM Software Showdown


No business, big or small, can afford not to have a customer relationship management (CRM) solution. After all, a robust CRM system is crucial to having your sales process firing on all cylinders and providing an impeccable customer service. As a small business, your company needs a user-friendly tool that can seamlessly integrate with your lead generation campaigns, helping you analyze and report sales performance, automate sales & marketing efforts, track, analyze & define lead status, and centralize customer and vendor contact details.

Salesforce Vs Zoho Vs SugarCRM


It is one of the leading SMB CRMs available today, with millions of worldwide users. The top-rated software is designed to automate sales and marketing, offering an intuitive platform to connect with customers and provide them valuable service. The application comes with intelligible reporting capabilities that track every deal and action.

Pricing: As a fully cloud-based application, Salesforce offers 4 different monthly packages, with the cheapest package starting at $25 per month and going up to $250.

  • Unlimited ($250 per user) – full of features & solutions
  • Enterprise ($125 per user) – extended opportunities
  • Professional ($65 per user) – basic CRM features
  • Group ($25 per user) – for 5 users or less

Sales & marketing capabilities: With a complete set of customer support tools, the web-based application is designed to coordinate all inside and outside sales and track all of your sales & marketing efforts. One of the key features of this application is its ability to identify the sales that are most likely to close.

Integration: With seamless integration capabilities, Salesforce can easily collaborate with your social media, phone, email, and Google Apps and identify customer queries and ways to addressing them. It keeps track of customer engagements and helps you stay on top of your customer relationships. With Salesforce, it is easier than ever to make prompt responses to customer queries.

Customization: The application is easy to customize to meet your specific business requirements.

Cons: Setting up and implementing the application can be a tricky process. Another flaw in the CRM product is the mobile support, which comes at a price of $50/user/month compared to the other two applications that offer it for free with all editions.


A widely popular CRM of choice since 2006, Zoho comes with an easy-to-use dashboard and excellent automated email marketing & reporting capabilities that give you an accurate picture of all of your company activities.

Pricing: Zoho CRM is offered for free for up to three users, with the additional benefit of lead management capabilities. For added features, you may want to invest in a standard CRM for $12 per user per month. To get additional features, you may opt for professional package for $20 per user per month, and for $35/user/month, you can get the best-of-the-breed enterprise system, making you more productive.

Sales & marketing capabilities: The application features full sales force automation and captures leads, streamlining processes and making your life all the more productive & easier. Once implemented, Zoho gives you real-time tracking reports on individual customers and business processes. Additionally, it enables you to keep a track of your competitors to give you a better idea of what others are doing and how to get an edge over them.

Integration: Zoho can integrate with Good App, docs, calendar, and emails. The application is compatible with Apple and Android products. Additionally, it can integrate with social media, giving you the advantage of quickly replying to customer queries and concerns. From sending invites to prospects to connecting with customers, Zoho does it all!

Customization: The SMB CRM leads other CRM applications in terms of customization. As one of the most customizable CRM solutions on the market, Zoho enables you to create and develop custom features to get an edge over the competition.

Cons: The marketing tools on offer are limited compared to Salesforce and SugarCRM.


Available both as a self-hosted solution and a SaaS platform, SugarCRM is becoming an increasingly popular SMB CRM that provides automation of tasks and events, with real-time reports of each business & customer activity. Quick to set up and running, SugarCRM comes with robust analytics and reporting capabilities that facilitate the task of creating and sharing different reports with specific filters.

Pricing: The basic monthly SugarCRM package for an individual user starts at $40 and goes up as you include more features. For a small business, the basic package is replete with features, with a huge 15GB of cloud storage, so you will never run out of space in the event of a system crashes. The second package is available for $65 per user, and for $150/user/month, you can get your hands on the Enterprise version, offering the advantage of 24/7 tech support.

Sales & marketing capabilities: Designed with great marketing capabilities, SugarCRM offers an array of marketing & tracking tools. The application makes it easy to integrate and collaborate all of your marketing efforts.

Integration: Unlike Zoho and Salesforce, SugarCRM offers limited support for social media and Google Apps.

Customization: The SMB CRM allows you customize the interface to meet your specific requirements.

Cons: The application requires little bit of HTML knowledge for customization and placement of forms.

Still wondering whether to choose Zoho, Sugar CRM or Salesforce as the right SMB CRM for your small business? Worry not! ITQlick experts will make the best software recommendations to you.