I've noticed a serious flaw with how Zoho works currently. I've added companies I want to work with in the Account module but don't have any 'contacts' within that company (account) as I don't know anyone there yet. I need to mail their contact mail address, usually hello@companyname.com or similar. 

Zoho has no way of adding a company address and sending a mail to introduce myself. It can only deal with people within the company. I've been told by support that I have to ring up the company and get a contact who I can then email directly. At that point Zoho will start working as a CRM which seems very short sighted.

Personally, I'm totally baffled by this and have wasted so many hours already messing about with it. Support are slow and generally don't answer direct questions with direct answers which becomes highly annoying.

Further to this Zoho doesn't keep a copy or keep track of mail merges sent, they just disappear with a vague confirmation message that it's been sent. You have to record who you've sent them to manually as Zoho won't keep any records! Going to Excel for basic stuff is not cool, especially for a paid CRM..