Nurture and customer reactivation pattern: From Zoho CRM to MH and back the to CRM

Nurture and customer reactivation pattern: From Zoho CRM to MH and back the to CRM

Hi folks,

 Last night Zoho's support team and I worked out a way to perform a very important use case.  Most of use have Zoho CRM, and we'd like to be able to send specific contacts from the CRM into MH for nurturing (if they are a recent customer) or reactivating (if they have not purchased for a while.)   Different customers should be able to receive different 'customer journeys' based on some sort of information held in the CRM. During the customer journey in MH, major events should be posted back to the CRM and the CRM contact record update.  Once the customer's journey has been completed in MH, the is remove from MH (so as to keep number of leads in MH within account limits.)

Here is a summary of the process:

 CRM Contact -> Added to MH list as a new Lead -> Added to MH Journey -> Journey actions -> Update CRM -> Upone journey end, lead is removed from MH.

 Here is how set up the CRM to MH to CRM process

 Phase 1: Set up Zoho CRM Customer Journey field and Views

 1. In Zoho CRM, create a pick list field for Contacts called "Customer Journey."  Populate this field's options with the types of journeys you plan. For example:  No Journey Active, Reactive Cold Customer, Nurture Recent Customer.  Make sure to set this as a logged field, so that you can track whenever this field is changes - it'll have a big impact on the messages that your customer's get, so knowing when and who edited is important, along with being able to see if you've already put a contact on a particular journey in the past.

 2. Add the new Customer Journey field to your Contact screen layouts as you see fit. I added my Customer Journey filed directly next to the Email Opt Out field.

 3. From the Customer list in Zoho CRM, create a view for each of the values of the Customer Journey field. For example, to get a view of only those customers flagged for the cold customer reactivation journey, you would set up a view as follows:

 View "Reactive Cold Customer" 

Customer Journey = "Reactive Cold Customer" +

Opt out = false

 Phase 2: Set up MH synchronized lists and journeys

 1. Create a new list in MH called "To remove from MH"  This list will be used to hold all leads that have completed the journey in MH.  Think of it as a holding cell for leads that are no longer needed in MH (though they are in the CRM now.)

 2. Create a list for each customer journey you plan to run. In other words, for every option in the Zoho CRM Customer Journey field you will have a list in MH (except, of course for No Journey Active).  Each of these lists sould be created as a Zoho synchronisation based list, using the appropriate Zoho Contact View as the parameter for the sync.

 IMPORTANT: BE SURE TO MAP THE CRM CUSTOMER JOURNEY FIELD INTO MH WHEN SETTING UP THE SYNC.

 You may also wish to map any other fields from the CRM that may be useful in the customer journey. 

 And make sure ALL LISTS SHARE THE SAME FIELD MAPPING (otherwise you run the risk of writing back black data in the CRM later on.)

You can set up the frequency of the sync as you see fit, but for me, weekly syncing seems perfect.

Setting up lists this way means that whenever you set a Zoho Contact’s Customer Journey field to a specific journey from the pick list, it is added to the corresponding MH list.

 3. Create MH journeys for each of your sync’ed lists. 

Each journey trigger is a lead being added (newly synced) to the corresponding list.

You can do whatever you want inside these journeys:  send emails, promotions, SMS messages, track clicks, and so on.  All the stuff that MH is build for.

Don’t forget – if you’ve mapped field from the CRM, you can use that information to make highly personalized journeys.  For example, I have mapped a customer CRM field (checkbox) that the customer has an interest in a specific product category (sci-fi), so can tailor specific MH emails to them during customer journeys.

Also remember that you can set can set a value of a field in a MH journey. For example, during a journey I could see that a lead has clicked on a link to sci-fi games, so I could then set the mapped sci-fi interest field to True.  Note that doig this does NOT write it immediately back to the CRM…

To write information capturing during MH journeys, you the ZohoCRM block in the journey, and map all fields you wish to update.

I am also writing significant events in the MH journey back to the CRM as completed tasks.  For example, if a lead clicks on a specific link (say, to buy a product), I use the ZohoCRM Create Task block to create a complete task letting me know what the CRM contact did.

4. When a contact is about to finish a MH journey, use the Add To List journey black to add them to the "To remove from MH"   The remove them from the list they are currently on  

5. Set up a journey for the “To remove from MH” list which does the following:

Use the Update Field Block to change the Customer Journey field to “No Journey Active”   

Uses the Zoho CRM Task block to write a completed task to the CRM, so we have a record of when the customer’s journey was completed.  Also, write back all mapped fields to the CRM, including the Customer Journey field! This is super important, because this is the flag that will stop the contact being re-added to the previous list.


Automated Customer Journeys Activated by the CRM - Yep Done!

That’s it!  You now have set up a process where all you need to do in the CRM is select the type of customer journey you want a contact to experience, and MH will take care over everything else…

 

Adding the contact as a lead to an appropriate list.

Performing various actions for the customer (lead) added to the list

Removing the customer from the list once completed


Tracking important events as tasks in the CRM

Updating the CRM records once the journey is completed


Tidy-up: Keeping Your Lead Count Down


To stop MH from filling up with too many leads, be sure to limit the number of CRM contacts you are pushing into it.   I am only planning to push about 100-150 CRM contacts a week into MH leads.

As these leads complete their journeys are moved into the “To remove from MH.”  Once every week, I will delete all leads in this list, since they are no longer needed. Since all the important information is stored back in Zoho CRM, that is not a big problem.

I hope this process helps of Zoho fans.

MH still feels like a relatively immature product, but its potential to create highly personal customer experiences is compelling.  I can't wait to see how Zoho grows this product.


    • Sticky Posts

    • Marketer’s Space - Automating CRM Actions with Journeys – Part 2

      Hello marketers! Welcome back to another post in Marketer’s Space. In our previous post, we explored how CRM actions in Journeys help marketing and sales teams work together by nurturing CRM leads and pushing only engaged prospects back to sales. If you

    • Introducing automation and utility conversations in WhatsApp marketing

      We’re excited to announce the addition of two new features to our WhatsApp integration: Automation and Utility conversations. These enhancements will allow you to streamline your marketing efforts and engage with your customers more effectively by automating

    • Tip of the week 02 - The art of 'seeing' your leads

      What's the last page that your lead visited before signing up for your brand? What was the page that first convinced your lead to explore more about you? Where are your leads coming in from? Well, these are some perennial questions today's marketers live upon. And, knowing the answers to these questions is crucial, considering the vitality of leads in every business. In the journey of finding lead opportunities, it's important to understand that every detail about a lead is useful. While the channels

    • Zoho Marketing Automation Update: Topics, Contacts, and List Management

      At Zoho Marketing Automation, our highest priority is making it easier for you to use our product to accomplish your business goals. With that in mind, we are updating three of our pivotal features: Topic, Contacts, and List Management.   These existing

    • Important: Zoho MarketingHub is now Zoho Marketing Automation

      Hello Everyone,   We hope you all are doing well. We'd like to notify you that we have rebranded Zoho MarketingHub to Zoho Marketing Automation. We'll discontinue using the term "MarketingHub" from May 26, 2021. However, there will be no changes in the

    • Recent Topics

    • Is there a way to associate an email in ZOHO Main to a Vendor record in ZOHO CRM

      My situation is as below, I have a vendor in ZOHO CRM lets say "Vend A" and an associated contact, "Cont A" If Cont A sends me an email using the email I've registered in the contact record the standard OOTB email sync will work. But the vendor has some

    • Struggling with stock management in Zoho CRM – is Zoho Inventory the solution?

      My biggest pain point today with Zoho is inventory management. I run a retail business and reliable stock management is absolutely critical. Obviously, I need this inventory to be visible inside the CRM. At first, I tried handling it through custom modules

    • Automating CRM backup storage?

      Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

    • Nimble enhancements to WhatsApp for Business integration in Zoho CRM: Enjoy context and clarity in business messaging

      Dear Customers, We hope you're well! WhatsApp for business is a renowned business messaging platform that takes your business closer to your customers; it gives your business the power of personalized outreach. Using the WhatsApp for Business integration

    • can't login Kiosk URGENT

      already try, can't login pls help to support. thanks.

    • Zoho Calendar not working since a few days

      Hey there, first off a minor thing, since I just tried to enable the Calendar after reading this in another topic (there was no setting for this though) : For some reason my current session is showing me based in New York - I'm in Germany, not using a

    • Granular Email Forwarding Controls in Zoho Mail (Admin Console and Zoho One)

      Hello Zoho Mail Team, How are you? At present, the Zoho Mail Admin Console allows administrators to configure email forwarding for an entire mailbox, forwarding all incoming emails to another address. This is helpful for delegation or backup purposes,

    • 【Zoho CRM】CRM for Everyoneに関するアップデート：関連データ機能

      ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 今回は「Zoho CRM アップデート情報」の中から、CRM for Everyoneの新機能「関連データ機能」をご紹介します。 関連データ機能は、あるタブのデータを別のタブに柔軟に関連付け、異なるタブで管理されている情報を1か所にまとめて表示できます。 たとえば、組織タブとチームタブのデータを関連付けることで、必要な情報に効率よくアクセスでき、顧客理解を深めながら他チームとの連携もスムーズに行えます。 目次 1. 関連データの設定方法

    • Inventory to Xero Invocie Sync Issues

      Has anyone had an issue with Invoices not syncing to Xero. It seems to be an issue when there is VAT on a shipping cost, but I cannot be 100% as the error is vague: "Unable to export Invoice 'INV-000053' as the account mapped with some items does not

    • How to activate RFQ? What if a price list has ladder price for items?

      Where can I find the option to activate request for quotation? How does it work? If the item has ladder price, does it gets calculated depending on how many items are in the cart?

    • Cannot access KB within Help Center

      Im working with my boss to customize our knowledge base, but for some reason I can see the KB tab, and see the KB categories, but I cannot access the articles within the KB. We have been troubleshooting for weeks, and we have all permissions set up, customers

    • Can't join canal Developers Zoho User

      Hello, I received an invitation to join this channel, but I get an error when I try to join it, and I get the same error when I go to the Zoho Cliq interface > Search for a channel. Is this because I don't have a license linked to this email address?

    • Desk Email reply - set default font / use custom font

      Hello, in our e-mails, which we send to our customers, a certain font must be used (Corporate Design): Segoe UI https://en.wikipedia.org/wiki/Segoe#Segoe_UI How can this be included? How can this be set as the default font to ensure that this font is

    • PDF Templates - Checkbox Borders

      Is there a way to remove the border of a radio/checkbox on a PDF? I'd like to use the function of checkbox but if there's no easy way to remove the border (the PDF form already has a rectangle so it gets cluttered), then I'm forced to create a single

    • Zoho CRM's custom views are now deployable from sandboxes

      This feature is now available for users in the AU, JP, and CN DCs. New update: This feature is now available for users in CA and SA DCs. Hello everyone, We're excited to announce that you can now deploy custom views from sandboxes to your production environment

    • Generate a link for Zoho Sign we can copy and use in a separate email

      Please consider adding functionality that would all a user to copy a reminder link so that we can include it in a personalized email instead of sending a Zoho reminder. Or, allow us to customize the reminder email. Use Case: We have clients we need to

    • Settings Icon No Longer in ZOHO Desk?

      In ZOHO desk, there has been a gear icon for settings. as of yesterday, it is no longer there. I showed up briefly this morning but is gone again. Anybody else experiecing this?

    • Introducing the all-new email parser!

      Greetings, We are pleased to introduce to you, a brand-new, upgraded version of the Zoho CRM Email Parser, which is packed with fresh features and has been completely redesigned to meet latest customers needs and their business requirements. On that note,

    • Tables for Europe Datacenter customers?

      It's been over a year now for the launch of Zoho Tables - and still not available für EU DC customers. When will it be available?

    • Tip #43 - Track, Review, and Analyze Your Assist Sessions with Reports-'Insider Insights'

      Did you know you can generate detailed reports for both remote support sessions and unattended access sessions in Zoho Assist? This makes it easy to monitor technician activity, measure efficiency, and review customer interactions. Let us now take a closer

    • Kaizen #190 - Queries in Custom Related Lists

      Hello everyone! Welcome back to another week of Kaizen! This week, we will discuss yet another interesting enhancement to Queries. As you all know, Queries allow you to dynamically retrieve data from CRM as well as third-party services directly within

    • Can we generate APK and IOS app?

      Dears, I want to know the availability to develop the app on zoho and after that .. generate the APK or IOS app  and after that I added them to play store or IOS store.. Is it possible to do this .. I want not to use zoho app or let my customers use it. thanks 

    • Simplified Call Logging

      Our organization would like to start logging calls in our CRM; however, with 13 fields that can't be removed, our team is finding it extremely cumbersome. For our use case, we only need to record that a call happened theirfor would only need the following

    • Sub form doesn't as formula field

      Is it possible to get formula field in sub form in futures?

    • Week date range in pivot table

      Hello, I need to create a report that breakouts the data by week.  I am using the pivot table report, and breaking out the date by week, however the date is displayed as 'Week 1 2014' format.  Is there anyway to get the actual dates in there? ex. 1/6/2014-1/12/2014 Thanks,

    • How do I get Status History data of my Projects?

      I want to build a table in Zoho Analytics that Groups by Date, when Projects entered a certain status. I cannot find Status History or any such useful data available in the Setup of my Data Source sync. Please advise how I can achieve this?

    • Is it possible to hide fields in a Subform?

      Since layout rules cannot be used with Subforms, is there another way, or is it even possible, to hide fields in a subform based on a picklist fields within said subform? For example, if the Service Provided is Internet, then I do not want to see the

    • Single Task Report

      I'd like a report or a way to print to PDF the task detail page. I'd like at least the Task Information section but I'd also like to see the Activity Stream, Status Timeline and Comments. I'd like to export the record and save it as a PDF. I'd like the

    • Weekly Tips :Instantly find what you need with Attachment Viewer

      Your inbox must be packed with project emails, shared notes, and scattered attachments. You are looking for one specific file—a presentation slide or maybe a media clip from a team update—but don’t want to dig through endless email threads or switch between

    • Putting Watermark on Zoho Sheet

      Can this be done?

    • Missing Zoho Desk integration option for form workflows

      According to the help page "Configure Zoho Desk integration in form workflows" we should be able to select Zoho Desk as an integration target but when I open the integrations list then Zoho Desk is not being listed in it. We are on the Premium plan which should already support Zoho Desk integrations.

    • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

      Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

    • Gantt for 2 or more projects

      Hello, I'm trying the free version of your produtc. It is veryyy good!!!! I don't know if in the Standard plan, I can overview a Gantt Graph for 2 or more Projects Milestone. This would be very helpfull for managing teams and taking decisions about who I will assign a task to. In the paid plan Do I have this possibility? Thank you.

    • Integrating a Zoho Project Gantt Chart into Reports

      Is is possible to integrate a Zoho Project Gantt Chart into a Zoho Report Dashboard. I am in the process of creating Project Status Dashboards for the projects that we track in Zoho Projects and I would like to incorporate the gantt chart within Reports.  Please let me know! Thanks

    • ZOHO BOOKS - EXCESSIVELY SLOW TODAY

      Dear Zoho Books This is not the first time but it seems to be 3 times per week now that the system is extremely slow. I work on Zoho Books 95% of my day so this is very frustrating. Zoho you need to do something about this. I have had my IT guy check

    • Gantt Chart - Zoho Analytics

      Are there any plans to add Gantt Charts capabilities to Zoho Analytics?

    • Displaying related quotes in sales order and back

      Hi, My colleague liked to see to which sales orders, the quote has been converted. Quote shows Invoices, but not SO. Same, they would like to see the quotes in the sales order, as they can see invoices, packages, shipment, How can we achieve this ? Thank

    • Tip of the Week #71–Auto-move incoming messages to the right inboxes with keywords

      We all know that customer-facing teams, especially your sales and support teams, can’t afford to miss even a single customer conversation. But sometimes, sales queries or support requests can easily get lost in a crowded inbox or even end up in the wrong

    • Clearing Fields using MACROS?

      How would I go about clearing a follow-up field date from my deals? Currently I cannot set the new value as an empty box.

    • Migrating a Zoho Forms form into Zoho Creator

      Hi, How can I migrate my Zoho Forms form into Zoho Creator? Thanks. Truly, Emad

    • Next Page