Zoho CRM for Everyone is now generally available to global businesses.
The offering extends access to the CRM, so different departments can view customer data, collaborate, and launch shared workflows from a central platform.
Essentially, it creates a center point for customer operations.
The release led the announcements from this week’s Zohoholics USA 2025, with Zoho teasing the solution last year.
Zoho CRM for Everyone has two core features: Team Modules and Requestor Profiles.
The Team Modules allow departments to customize their own view of CRM data. They may also create alerts and run automations on that data.
Meanwhile, Requestor Profiles – accessible via the Team Module – allow one department to submit a request to another and track its progress.
The function allows not only customer-facing teams, but others – like HR, legal, and product – to collaborate on shared deliverables, without losing sight of the customer.
With CRM for Everyone, Zoho hopes to centralize communications, remove over-reliance on email, and improve cross-departmental visibility of the customer.
Ultimately, the goal is to ensure the customer is at the heart of organizational decision-making.
CRM for Everyone is available from $9 per user, per month across paid editions of Zoho CRM.
The New AI and Orchestration Features
The risk of Zoho CRM for Everyone is that non-customer-facing teams could see it as just another platform they have to adopt.
Recognizing this danger, Zoho delayed making the product generally available, having first touted the launch for late 2024.
In the meantime, it has added AI and orchestration capabilities to minimize this risk and remove the technical barriers to CRM adoption.
Powered by Zia, these features help teams get set up on the platform quickly.
Mani Vembu, CEO of Zoho, introduced the capabilities, stating: “As we democratize CRM with the launch of CRM for Everyone, we also need to build in capabilities that make it easy for anyone to build and extend CRM with simple prompts, without having to be an expert in the system. This is where Zia’s advanced capabilities come in.
Now, anyone can create capabilities, workflows, or reports in CRM with a simple prompt.
The native Ask Zia virtual assistant within Zoho CRM for Everyone makes much of this possible.
For instance, departments can prompt Ask Zia in natural language to build a view of CRM data for them.
Department leaders can then watch the virtual assistant build the report in real time, interrupt it, make manual tweaks, and allow Ask Zia to resume.
Ask Zia also helps users customize their Team Module through natural language, assisting them in modifying field types, customizing permission configurations, and creating requests.
From there, users can turn to Ask Zia to set up custom alerts and automations, triggered by the data available within the Team Module.
Keith Dawson, Director of Customer Experience Research at ISG, applauded how Zoho is leveraging its AI assistant to bolster the offering.
“A lot of enterprises look at their CX progress and wonder why they have trouble coordinating multiple processes across isolated departments,” he said.
The promise of generative AI was that it would be able to prune away many of the old barriers to progress. Happily, AI capabilities like Zoho’s are delivering on that promise.
Two other notable features of Zoho CRM for Everyone are its Connected Workflows and Connected Records capabilities.
The former adds an orchestration engine, coordinating work across the various teams responsible for delivering customer experiences.
Meanwhile, Connected Records links work as it travels between Team Modules, so departments have context of what happened before.
First Impressions of Zoho CRM for Everyone
CRM providers have tried to unite CRM systems and collaborations for many years. Yet, Zoho’s approach of allowing individual teams to configure their own CRM views and workflows is different.
Critically, it’s also a simple concept and interface to get to grips with.
Indeed, the embedded Zia capabilities, flexible interface configurations, and opportunities to organize data without coding will encourage adoption.
Yet, customer-facing teams will still need to make a concerted effort to convey what is in it for other departments.
Pushing benefits like faster turnarounds, higher accountability, and a clearer view of the customer journey may help here.
Finally, Zoho has done an excellent job of combining components across its many apps – CRM, collaboration, and project management – in one single solution. That cross-app innovation will prove a big differentiator for the vendor moving forward.
