BEFORE YOU SUBSCRIBE TO ZOHO CRM: BEWARE OF ZOHO CORP'S UNETHICAL UPGRADE PRACTICES

BEFORE YOU SUBSCRIBE TO ZOHO CRM: BEWARE OF ZOHO CORP'S UNETHICAL UPGRADE PRACTICES

I am the Principal Advisor for a Business Consulting firm that specializes in helping start-up and small businesses achieve better returns through business process automation.  During these past 7 years, my associates and I have always recommended Zoho CRM to HUNDREDS of business and have worked on customizing at least 15 Zoho CRM packages for our clients.  We also have been using Zoho CRM ourselves since 2007, so we are expertly proficient with Zoho CRM and are VERY familiar with the life cycle development of the software as it's been changed over the years.

When Zoho first launched in 2005, it touted itself as the "free" full featured CRM and included most of the core CRM functionality available at the time in it's free offering.  Zoho touted it's CRM package as the free alternative to Salesforce.com, and literally boasted about how inexpensive (FREE) and complete the Zoho CRM was.

However over the past 5 years (particularly when Zoho changed it's name to Zoho CORP in 2009), we've watched Zoho parse out core system functionalities into differing "Levels" of subscriptions in their attempt to create a compelling upgrade path that would lead to revenue.  Since all of the major changes to their pricing and subscription model had been announced and documented appropriately in the past, we were never HAPPY about being pigeon-holed into subscription "upgrades" (who would be?), but every business needs to work towards profitability and with changes being communicated appropriately, we've always said "Fair Enough"... Until Today.

We had a recent start-up company join us as a client, and like many others, they had a need for a CRM.  After checking the latest ZOHO CRM release notes, sales documents, and basic help pages online, we didn't notice anything that would change our standard recommendation.  The client accepted our proposal and commissioned us to launch and customize the ZOHO CRM package for them, like we have done for tens of other companies in the past.

We exercised the Zoho CRM 15 day Trial period for the client (which now is set to the "Professional" level apparently and began importing data for the client.  We also began setting up custom fields for the client as needed.  Today, as the trial period had expired, we advised this same client to pick up 2 user licenses at the "Standard" level prepaid for $288/year.  The client notified us that the licenses were purchased and we were clear to wrap up their customization.  We fired up the ZOHO CRM interface this morning to finish the final custom field setup, and to our horror, we encountered an unexpected system alert when trying to create a custom field saying "Sorry, you cannot create more custom fields in your edition".  


Now, usually when this happens, it's because ZOHO Corp had once again systematically reconfigured their subscription level offerings to compel people to convert to a higher paid subscription levels, and after a little digging, we would find the supporting documentation affirming their nickle-and dime tactics.  However this time, there was NO documentation of any limitations on the number of Custom Fields you can have at ANY level.  In fact, quite the contrary. 

As you can see in the following screenshot taken from the PDF download located at Here: Compare Zoho CRM Editions page, you will see that there is simply a check box next to the STANDARD, PROFESSIONAL, ENTERPRISE, and CRM PLUS subscriptions (Not FREE edition - although Custom Fields used to be free).


We, like any other reasonable consumer expected that, If Custom Fields are included in a subscription, there would be no limits on them.  After contacting a Zoho Customer Support Chat Agent named Pranesh Gopalakrishnan, we learned that, not only is there a limit of Custom Fields, but there are differing quantities of Custom Fields that Zoho Corp will allow you to have in the current CRM offering PER EDITION and PER MODULE?!?  

Yes, apparently now, you only get 10 custom fields/module in the STANDARD edition, 150 custom fields/module in the PROFESSIONAL edition, and 300 custom fields/module in the ENTERPRISE edition.  So now, after spending 25+ hours importing our Client data into Zoho CRM, customizing the package for them, and having them pay the quoted price of $288, we cannot deliver the customized CRM package that we promised.  

While chatting, explained the situation to Mr. Gopalakrishnan our Client's situation.  Pranesh explained that the only way to expand custom fields was for our Client to purchase another 2 user licenses at the PROFESSIONAL edition level for $480 MORE?!?

At this point, we had two choices; 1. Explain the oversight to our client and ask for, or cover the additional $480 for the two user licenses or 2. Revoke our long standing ZOHO CRM recommendation we have provided our clients for the past 5 years, researching another CRM package to replace ZOHO CRM, and then spend countless hours learning the new system, customizing it for our client's needs and exporting, and entering all of the data again that we had in this Client's Standard ZOHO CRM edition. 

.....OR maybe a 3rd option. Hope that Zoho CORP was willing to exercise some responsibility and good faith to cover their oversight and enable additional custom fields for this client at their current STANDARD subscription level.  

I asked Pranesh to chat with a Supervisor.  After waiting a few minutes, a lady named "Robin" took over the chat and once again explained the situation over text.  I let Robin know that, prior to signing this client up, we reviewed the sales / help documents here:   https://www.zoho.com/crm/comparison.html, and here:   https://www.zoho.com/crm/help/customization/field-level-customization.html, with NO MENTION of limits on custom fields.  After some awkward silence, Robin produces ONE link to an obscure help file buried in their help system that would elude even the most diligent seekers in a sales cycle:  https://www.zoho.com/crm/help/erutaef321.html 

I explained to Supervisor Robin that we feel trapped into upgrading our Client to a higher, significantly more expensive subscription level that they otherwise would not need if they had access to custom fields AS ADVERTISED.  I also explained that IMHO, most people would find it VERY misleading to have ANY limits on Custom Fields without advertising the change in advance on ZOHO CRM's online sales literature.  I concluded that, after all of the business that we had sent to ZOHO CRM over the years, we would expect them to at least comp an upgrade for our client from STANDARD to PROFESSIONAL, and correct their misleading sales documentation in order to prevent trapping more people into upgrades with unethical advertising and questionable free trial practices. 

In essence, I explained that in this case, we're not willing to pay any more for what we should already have (according to the online Zoho CRM Edition comparison), and have had in the past.  Supervisor Robin, said that she would arrange for a quick callback from the respective Account Manager.  I waited HOURS and NO CALL.  

Hours later, I finally receive and email from Ricky Thakrar, Regional Sales Manager | North and South America.  I'm thinking, "Now we're getting somewhere".  In his email to me, Mr. Thakrar says "You are correct it does not say on the main pricing page the specific number of custom fields per edition as it is a feature comparison page. It only says this information in the detailed technical comparison page on our user guide which shows features and limits."  Mr. Thakrar then goes on to say (without apology or missing a beat), "In order to get 150 custom fields, you will need to upgrade to the Professional edition".  WHAT!!??  Our Client really only needs 5 more!

Upset at wasting the whole day trying to resolve this, and pursing the situation now just on a matter of principal, I tracked down the phone number to  Mr. Thakrar's office   (877-834-4428, Option #1) and asked to speak to Mr. Thakrar regarding an email I just received from him.  After being on hold for approx.4 minutes, the gentleman who initially answered comes back on the phone, and nervously (lying??) explains that it appears Mr. Thakrar is on another scheduled call with another client and is unable to take my call.  The gent goes on to ask if I would be willing to talk to a Regional Account Manager.  I asked if that person had the authority to override / upgrade a subscription level to accommodate my Client's custom fields issue, and the gentleman says "Yes".   I agree to be forwarded to Cliffton Kent, Regional Account Manager.

I once again explain the situation to Mr. Kent, who tells me that he recognizes that their central comparison chart is misleading to the consumers, and that should be corrected.  He also understands what an inconvenience it would be to find out about the Custom Field limitations after the fact of entering data for 2 weeks in a Free Trial set to the PROFESSIONAL Edition, and later paying for a lesser subscription without knowledge of the limitation.  Mr. Kent said that he does not, nor does ANYBODY else at Zoho Corp have the ability to comp a free upgrade to our Client so that they can have access to the advertised functionality.  Mr. Kent does say that he will take the matter up with "management" and "go to bat" for my client.  Mr. Kent then emails me a bit later saying "We did discuss your concern with our management. Unfortunately, it is not possible for us to upgrade the Zoho CRM account from Standard to Professional (for free). Sorry to disappoint you."

As a now former team of Zoho CRM Evangelists for the past 7 years, words cannot express our disappointment in this decision   If we accomplish nothing else, we hope that you will help spread the word as far and as wide about this latent limitation, or as we see it, Zoho CRM upgrade trap that has been crafted and honed by the ZOHO CORP.  As it stands, we are going to work overtime into the night and through tomorrow to try to find an ethically sold and supported product.  Unless ZOHO reverses their present course, WE CANNOT AND WILL NOT CONTINUE TO SUPPORT ZOHO CORP'S FALSE ADVERTISING AN UNETHICAL PRACTICES IN PIGEON-HOLING NEW CUSTOMERS INTO OVERPRICED ZOHO CRM PACKAGES. We would rather suffer through this situation, than be further subjected to ZOHO's legal extortion tactics.  

So, now you know ;-)  Hopefully, Zoho will understand that space is cheap, and that unlimited Custom Fields IS a core CRM function (as it was in past ZOHO CRM versions).  Maybe someone at  will see the error of their ways and will work to include unlimited Custom Fields as part of a STANDARD subscription license.  Until then,  I will try to follow-up with a post detailing the new CRM we will be recommending in the future.

Rick B.

    • Recent Topics

    • Zoho CRMの流入元について

      Zoho CRMとZoho formsを連携し、 formsで作成したフォームをサイトに埋め込み運用中です。 UTMパラメータの取得をformsを行い、Zoho CRMの見込み客タブにカスタム項目で反映される状況になっています。 広告に関してはUTMパラメータで取得できているため問題ないのですが、オーガニック流入でフォーム送信の場合も計測したいです。メールやGoogle、Yahoo、directなどの流入元のチャネルが反映されるようにしたいのですが、どのように設定したら良いでしょうか。 また、

    • Error While Sign in on Zoho Work Drive

      Dear Team, I hope this email finds you well. I have recently created a Zoho account and started using it. But while I am trying to log in to Zoho work drive it won't log me in its crashing every time I try it. I have tried it on android app, phone browser

    • Choosing a portal option and the "Unified customer portal"?

      I am trialling Zoho to replace various existing systems, one of which is a customer portal. Our portal allows clients to add and edit bookings, complete forms, manage their subscriptions and edit some CRM info. I am trying to understand how I might best

    • Elevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration

      Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using Workflow

    • Unified Directory : How to Access ?

      I signed in to Zoho One this morning and was met with the pop up about the upgraded directory (yay!) I watched the video and pressed "Get Started" ... and it took me back to the standard interface. How do I actually access the new portal/directory ?

    • Translation support expanded for Modules, Subforms and Related Lists

      Hello Everyone!   The translation feature enables organizations to translate certain values in their CRM interface into different languages. Previously, the only values that could be translated were picklist values and field names. However, we have extended

    • Unified task view

      Possible to enable the unified task view in Trident, that is currently available in Mail?

    • Bigin, more powerful than ever on iOS 26, iPadOS 26, macOS Tahoe, and watchOS 26.

      Hot on the heels of Apple’s latest OS updates, we’ve rolled out several enhancements and features designed to help you get the most from your Apple devices. Enjoy a refined user experience with smoother navigation and a more content-focused Liquid Glass

    • Importing data into Assets

      So we have a module in Zoho CRM called customers equipments. It links to customers modules, accounts (if needed) and products. I made a sample export and created extra fields in zoho fsm assets module. The import fails. Could not find a matching parent

    • Allow instruction field in Job Sheets

      Hello, I would like to know if it is possible to have an instruction field (multi line text) in a job sheet or if there is a workaround to be able to do it. Currently we are pretty limited in terms of fields in job sheets which makes it a bit of a struggle

    • Streamlining Work Order Automation with Zoho Projects, Writer & WorkDrive

      Hello Community, Here is the first post in 'Integration & Automation' Series. Use Case :: Create, Merge, Sign & Store Documents in Zoho WorkDrive. Scenario :: You have a standard Work Order template created in Zoho Writer. When a task status is chosen

    • The dimensions of multilingual power

      Hola, saludos de Zoho Desk. Bonjour, salutations de Zoho Desk. Hallo, Grüße von Zoho Desk. Ciao, saluti da Zoho Desk. Olá, saudações da Zoho Desk. வணக்கம், Zoho Desk இலிருந்து வாழ்த்துகள். 你好，来自 Zoho Desk 的问候。 مرحباً، تحيات من Zoho Desk. नमस्ते, Zoho

    • Multi-line address lines

      How can I enter and migrate the following 123 state street Suite 2 Into a contact address. For Salesforce imports, a CR between the information works. The ZOHO migration tool just ignores it. Plus, I can't seem to even enter it on the standard entry screen.

    • Accessing Zoho Forms

      Hi all, We're having trouble giving me access to our company's Zoho Forms account. I can log in to a Forms account that I can see was set up a year ago, but can't see any shared forms. I can log into Zoho CRM and see our company information there without

    • Archiving Contacts

      How do I archive a list of contacts, or individual contacts?

    • Cost of good field

      Is there a way we can have cost of good sold as a field added to the back end of the invoicing procedure and available in reports?

    • How to add image to items list in Invoice or Estimate?

      Hello! I have just started using Zoho Invoice to create estimates and, possibly to switch from our current CRM/ERP Vendor to Zoho. I have a small company that is installing CCTV systems and Alarm systems. My question is, can I add images of my "items" to item list in Zoho Invoice and Estimates and their description? I would like to show my clients the image of items in our estimates so they can decide if they like these items. And I tell you, often they choose more expensive products just because

    • Issue with the Permission to Zoho Form

      I am getting an error by signing in to zoho form as it is stated that i don't have permission to access this is admin account

    • CRM templates

      Hello everyone, In my company we use Zoho campaigns where we set up all newsletters and we use Zoho CRM for transactional emails. I have created some templates in Zoho campaigns but from my understanding i cannot use those in Zoho CRM, right?

    • Meet Canvas' Grid component: Your easiest way to build responsive record templates

      Visual design can be exciting—until you're knee-deep in the details. Whether it's aligning text boxes to prevent overlaps, fixing negative space, or simply making sure the right data stands out, just ironing out inconsistencies takes a lot of moving parts.

    • Pending Sales Order Reports

      Pending sale order report is available for any single customer, Individual report is available after 3-4 clicks but consolidated list is needed to know the status each item. please help me.

    • Zoho Mail SMTP IP addresses

      We are using Zoho Mail and needs to whitelist IP for some redirections from your service to another e-mails. You can provide IP address list for Zohomail SMTP servers?

    • Migrate Your Notes from OneNote to Zoho Notebook Today

      Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily import

    • Zoho Campaigns - Why do contacts have owners?

      When searching for contacts in Zoho Campaigns I am sometimes caught out when I don't select the filter option "Inactive users". So it appears that I have some contacts missing, until I realise that I need to select that option. Campaigns Support have

    • One Contact with Multiple Accounts with Portal enabled

      I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and

    • email forwarding not working

      Your email forwarding service does not work. I received the confirmation email and completed the confirmation, after that nothing and nothing since no matter what I have tried. Shame as everything else was smooth. I spose it's harder to run one of these web based internet mail services than you guys thought!!! can you fix the email forwarding asap PLEASE!

    • Google Ads Conversions Not Being Tracked in Zoho CRM

      We have 3 different conversions created in our Google Ads Account. Only one of the 3 conversion types is tracking in Zoho CRM. Our forms are Elementor Forms that are mapped into Zoho CRM. It apprears to me that all leads are showing up in Zoho CRM, but

    • Enable Locations for Expense

      Hi, please enable Locations (ex Branches) for Zoho Expense so that there is consistency between this app and Zoho Books. Thanks in advance.

    • Currency abbreviations

      Hello, Im stuck, and need help. I need the currency fields for example, opportunity value, or total revenue, to be abbreviated, lets say for 1,000 - 1K, 1,000,000 - 1M, and so on, how should I do this?

    • in the Zoho Creator i have File Upload field get the file on submission of the form Get the File and upload to Zoho Books

      in the Zoho Creator i have File Upload field get the file on submission of the form Get the File and upload to Zoho Books . how I get the file From zoho creator and upload to Zoho Books . using Api response = invokeUrl [ url: "https://www.zohoapis.com/creator/v2.1/data/hh/l130/report/All_Customer_Payments/"+input.ID

    • Generate a link for Zoho Sign we can copy and use in a separate email

      Please consider adding functionality that would all a user to copy a reminder link so that we can include it in a personalized email instead of sending a Zoho reminder. Or, allow us to customize the reminder email. Use Case: We have clients we need to

    • Rate Limiting in Zoho Flow (OpenAI API)

      Hi Everyone, We are facing some issues when using Zoho Flow as we have a deluge script running which is making external calls to OpenAI endpoint. Sometimes the response takes more than 30 seconds meaning the script will timeout. We want to implement a

    • Placing a condition before converting the LEAD

      Hi,  I need some assistance with Lead conversion. I need to place certain conditions before allowing the user to convert the lead.  For example: up until the certain status's doesn't equal "green" don't allow to convert lead.  I tried creating this using

    • it is possible to open a widget via deluge script function

      I have one function that is workflow action I call my fucntion I need to call the internal widget it is possible to open or it have to please tell me the solution

    • Creator - Portal Custom Domain

      I will pay $100 in crypto to anyone who can actually get my Creator Custom Domain to function (actually tell me how you got yours to).  Domain verifies, Nothing. I've been fighting it a week, multiple chats to customer service. Clearly I'm doing something wrong.  Some datapoints Domain name itself unimportant, can be a string of numbers.  I need to know what registrars are working for you because GoDaddy does NOT.  Do I need hosting? I've tried both ways and nothing works.  I pushed through Cloudflare

    • steps and options to change Domain DNS/Nameservers settings

      Please share the options or steps to change  Domain DNS/Nameservers settings 

    • Employees in Leave Policy exceptions

      In the Leave Policies we should be able to add specific employees to the exception list So it will be like All Employees except A,B,C in the exception list, currently we can only add departments etc

    • How I set default email addresses for Sales Orders and Invoices

      I have customers that have different departments that handle Sales Orders and Invoices. How can i set a default email for Sales Orders that's different than the default email for Invoices? Is there a way I can automate this using the Contact Persons Departments

    • Modular Permission Levels

      We need more modular Permissions per module in Books we have 2 use cases that are creating problems We need per module export permission we have a use case where users should be able to view the sales orders but not export it, but they can export other

    • Kaizen #157: Flyouts in Client Script

      Hello everyone! Welcome back to another exciting edition of our Kaizen series, where we explore fresh insights and innovative ideas to help you discover more and expand your knowledge!In this post, we'll walk through how to display Flyouts in Client Script

    • Next Page