Contact Focused vs Account Focused
We have been using Zoho for over a year now. I personally have spent time reading forum posts and blogs from Zoho to understand this CRM better. What I have concluded is that the CRM is based on the individual contact as a focus for all the functions. What happens when that contact leaves that account you have been working to grow? Well, you can either leave the contact in the system, which leaves a big mess as more contacts come and go between all accounts. Imagine trying to send out mass emails with hundreds of dead email accounts. Your other option is to delete the contact, but then all of the data and emails are wiped clean and you are left with all your hard work destroyed.
If the CRM had the option of using an account as a focal point, as the contacts came and went, the data you have been collecting would be safe and sound. No more worries about backing up the data somewhere else, it could all be on the CRM.
I work for a engineering and construction supply company. We focus our efforts on the project for bid, the companies that bid, and then who in the company has the project and who makes the decisions. For us, a contact focused CRM has its limitations because we may deal with different personnel for each project at each account, but our pricing and strategy does not change for the account.
These are just a few of my thoughts, maybe something to think of for future development of tools and apps for Zoho.