In general, I think the development team needs to get back to basics. While I do appreciate the newer integration gadgets and features teh team seems to have left behind some very important basic functionality that needs to be improved. If you want to increase your user base I believe that you should focus on strengthening the core functionality first. Every user will use the basic features such as e-mail (in some form) and calendar. But both of these operations have some significant functional issues.

E-MAIL

IMAP support is needed for external e-mail providers. Users have been asking for this feature for several years. The typical CRM user now accesses their cloud data across multiple devices. They need to have a method to ensure that their e-mail is synchronized across all of them. POP simply does not cut it. Teams cannot see all the e-mails. 

CALENDAR

ZCRM still has a very limited way to synchronize with other calendar applications. While Events can be synchronized with Google and some other calendars Tasks and reminders still do not sync properly. People who choose to work in the cloud often have multiple services they use that need to be coordinated. Zoho needs to be able to seamlessly sync all date related items with other services using the industry standard protocols.

MOBILE

I have to say, the ZCRM mobile app for android is about an 8/10. One thing that would take it to the next level is better integration with Android notifications. If I have a reminder for a task I want it to show up in my Status Bar and even use a sound to notify me. The purpose of CRM is to help you be proactive in working with your customers. Pushing the notifications to my mobile devices is a necessary part of being proactive.

Again, I appreciate the other updates that the development team has been working on. The product continues to get better. However, I believe that if Zoho can improve in these core areas they will see a tremendous boost in usability as well as an influx of new users. I like Zoho. I want you to make money so you can continue to offer the product. But I am worried that the shortcomings I outlined above are letting the competition pass Zoho by.