Quick Recommendations
- Best Overall for Kenyan SMEs: Zoho CRM
- Best Free Option: HubSpot CRM
- Best for Large Teams: Salesforce
- Best for WhatsApp Integration: Custom-built CRM
Let me be honest: most CRM reviews online are written by people who've never used these systems in Kenya.
They don't mention how Salesforce feels sluggish on 4G. Or how some CRMs don't integrate with M-Pesa. Or that local support is nonexistent for many options.
This review is different. I've used or implemented every CRM on this list for Kenyan businesses. Here's what actually works.
Why Your Business Needs a CRM
Before we dive in, let's be clear about what a CRM does:
- Tracks every customer interaction - calls, emails, meetings, purchases
- Reminds you to follow up - no more forgotten leads
- Shows your sales pipeline - know exactly where each deal stands
- Stores customer history - anyone on your team can pick up where you left off
- Generates reports - see what's working and what's not
The result? Businesses using CRM typically see 29% increase in sales and 34% improvement in customer satisfaction.
1. Zoho CRM - Best for Kenyan SMEs
Z
Zoho CRM
Best Value for MoneyFree - KSh 5,200/user/month
Zoho is my top recommendation for Kenyan SMEs. Here's why:
- Works offline - Mobile app syncs when you get connection
- African payment support - Integrates with M-Pesa and local payment gateways
- Affordable - Much cheaper than Salesforce for similar features
- All-in-one - Zoho One includes email, invoicing, inventory, and more
Pros
- Excellent mobile app
- Works on slow internet
- Free tier available
- WhatsApp integration
- Good automation features
Cons
- Interface can feel cluttered
- Learning curve for advanced features
- Support is email-only in Kenya
Best For: SMEs with 5-50 employees who want good features without Salesforce prices.
2. HubSpot CRM - Best Free Option
H
HubSpot CRM
Best Free TierFree - KSh 6,500/user/month (paid)
HubSpot's free CRM is genuinely useful, not just a demo. You can use it forever with unlimited users.
- Truly free - Not a trial, actually free forever
- Beautiful interface - Easiest CRM to learn
- Great email tracking - Know when customers open your emails
- Marketing tools included - Forms, landing pages, email marketing
Pros
- Free forever (core features)
- Very easy to use
- Excellent email integration
- Good mobile app
- Strong marketing features
Cons
- Paid tiers are expensive
- Limited customization on free tier
- No M-Pesa integration
- Requires good internet
Best For: Startups, solopreneurs, and businesses just getting started with CRM.
3. Salesforce - Best for Enterprise
S
Salesforce
Industry StandardKSh 3,250 - 39,000/user/month
Salesforce is the most powerful CRM, but it comes at a cost—both in money and complexity.
- Most features - Can do almost anything you need
- Best integrations - Connects with everything
- Scalable - Grows with your business
- Strong reporting - Best analytics in the industry
Pros
- Most powerful features
- Massive app ecosystem
- Enterprise-grade security
- Local partners in Kenya
- Excellent customization
Cons
- Very expensive
- Steep learning curve
- Needs admin/developer
- Can be slow on poor internet
- Overkill for small businesses
Best For: Companies with 50+ employees, complex sales processes, and budget for proper implementation.
4. Pipedrive - Best for Sales Teams
P
Pipedrive
Sales-FocusedKSh 1,950 - 12,870/user/month
Pipedrive is designed by salespeople for salespeople. It's all about the visual sales pipeline.
- Visual pipeline - Drag-and-drop deal management
- Activity-focused - Keeps reps focused on next actions
- Mobile-first - Great for field sales teams
- Simple pricing - No hidden costs
Pros
- Very visual interface
- Easy for sales teams
- Good mobile app
- Reasonable pricing
Cons
- Limited marketing features
- No free tier
- Less customizable
- No local integrations
Best For: Sales-focused businesses with dedicated sales teams who need pipeline visibility.
5. Custom-Built CRM - Best for Specific Needs
C
Custom CRM
Built for Your BusinessKSh 300,000 - 1,500,000 (one-time)
Sometimes off-the-shelf CRMs don't fit. A custom CRM is built exactly for your business processes.
- Perfect fit - Matches your exact workflow
- Local integrations - M-Pesa, USSD, SMS built-in
- No monthly fees - Own it forever
- Works offline - Design for Kenyan conditions
Pros
- Exactly what you need
- M-Pesa/local integrations
- No subscription fees
- Local support available
- Works on any internet
Cons
- Higher upfront cost
- Takes time to build
- Need to maintain it
- Dependent on developer
Best For: Businesses with unique processes, heavy WhatsApp/M-Pesa usage, or offline requirements.
Comparison Table
| Feature | Zoho | HubSpot | Salesforce | Pipedrive | Custom |
|---|---|---|---|---|---|
| Free Tier | Yes (Limited) | Yes (Generous) | No | No | N/A |
| Starting Price | KSh 1,820/mo | Free | KSh 3,250/mo | KSh 1,950/mo | KSh 300K+ |
| M-Pesa Integration | Yes (Via API) | No | Yes (Via App) | No | Yes (Built-in) |
| WhatsApp Integration | Yes | Yes (Paid) | Yes | Yes | Yes |
| Offline Mode | Yes | No | Yes (Limited) | Yes | Yes |
| Ease of Use | 4/5 | 5/5 | 3/5 | 4/5 | 5/5 |
| Local Support | Email only | None | Partners | None | Developer |
How to Choose the Right CRM
- List your must-have features. What do you absolutely need? M-Pesa? WhatsApp? Offline access?
- Consider your team size. Per-user pricing adds up fast. Calculate the real monthly cost.
- Test before buying. All these CRMs offer free trials. Use them with real data.
- Think about internet reliability. If you're often in areas with poor connectivity, prioritize offline capability.
- Plan for growth. Will this CRM still work when you're 3x your current size?
Frequently Asked Questions
For most Kenyan SMEs, Zoho CRM offers the best value - affordable pricing, good features, and works well with limited internet. HubSpot is great if you're starting out (free tier). For larger businesses with budget, Salesforce remains the industry standard.
CRM costs range from free (HubSpot, Zoho free tier) to KSh 1,500-15,000 per user per month for premium options. Custom-built CRM systems cost KSh 300,000-1,500,000 depending on features.
If you have more than 50 customers or 3+ salespeople, yes. A CRM helps you track leads, follow up consistently, and not lose sales opportunities. Even a simple spreadsheet-based system is better than nothing.
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