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

    • How to see history on Bulk send of Customer Statements

      Hi, We bulk send statements to customers every month via Books - every month we have customers emailing requesting a statement. Currently I have no visibility on if a customer was sent the statement or not and if our process is being followed or overlooked

    • Guided Conversations - Ticket Creation

      Hi there, Using Guided Conversations to Take Customer Data and apply it into a Support Ticket for internal use, Is there a way to take multiple Textual Variables Inputs (A series of questions), and have the answers all appear in the Description of the

    • How to add buttons elements in the Header

      I am trying to add CTA (Call to Action) buttons in the right side of the main navigation menu. This is a common practice for sites but I can't seem to figure this out for Zoho Sites. Is there a custom workflow that could be shared with me? 

    • Automatic back up - Zoho Recruit, books, people,crm, analytics

      Hello, Has anyone found a good way of automatically backing up Zoho (CRM, expense, recruit, people, books, analytics).? I have found with tool that does, but it doesn't include recruit or analytics It's a bit annoying and time consuming having to go to

    • delete departments on zoho desk

      I created test departments on zoho desk. how can i delete them now?

    • Validation, checking if a file has been attached to the ticket

      A very useful option would be to allow checking, under specific conditions, whether the user has attached a file to the application, e.g., a bug report. Some applications require files to be attached, and the system could enforce this after the system

    • AI & Zoho Recruit

      Hello, I guess we all are using AI in our personal and professional lives. Now, let's imagine. Recruitment is just a succession of stages and steps. For which step would you like to see AI implemented into Zoho Recruit ? I'll start : - Automatic translation

    • Zoho Flow not handling Boolean properly

      Hi, I have a checkbox in one system that I'm trying to sync with a checkbox in Zoho CRM. The value from the source system comes in as blank (unticked) or 1 (ticked). I've written the following custom function to convert the output to either boolean false

    • Quotes Module - import data

      Hello Zoho, is it possible to import Quotes records? I was trying and i have no results. Raport shows no data imported. Could you help me please how to do it?

    • Balance Sheet - Zoho Analytics

      Hi Team, I’m looking to implement a feature that captures the conversion rate based on the filters applied. By default, it should fetch the most recent conversion rate, and when a filter (such as a timeline filter) is applied, it should return the conversion

    • files sent will not open for recipient

      work files (done in writer) which previously opened will not open for the recipient

    • How to Print the Data Model Zoho CRM

      I have created the data model in Zoho CRM and I want the ability to Print this. How do we do this please? I want the diagram exported to a PDF. There doesnt appear to be an option to do this. Thanks Andrew

    • Cisco Webex Calling Intergration

      Hi Guys, Our organisation is looking at a move from Salesforce to Zoho. We have found there is no support for Cisco Webex Calling however? Is there a way to enable this or are there any apps which can provide this? Thanks!

    • Migration of Mails from Pipedrive

      Hi, so far the migration from Pipedrive to ZOHO works pretty good. For full completeness of the migration we miss all the mails linked to Deals, Contacts, Customers, ... What possibilities do we have to have Pipedrive fully migrated to ZOHO? Best Regards,

    • Published sheets don't work anymore

      Hi, Published sheets don't work anymore. The display of values is very very slow and calculations are not displayed at all. Thanks!

    • WorkDrive TrueSync for macOS 26 (Tahoe) Beta

      Hello everyone, With Apple unveiling the macOS 26 (Tahoe) Beta, we know many of you are eager to explore the latest features and enhancements. We’re excited to support your enthusiasm! As part of our commitment to delivering seamless cross-platform experiences,

    • Limited layout rules in a module

      There is a limit of 10 layout rules per module. Is there a way to get that functionality through different customization or workflow + custom function (easily accessible), etc. Having just 10 is limiting especially if module contains a lot of data. Are

    • #1 Zoho Billing vs. Zoho Books: Which one should I choose?

      Managing your business finances isn't just about sending invoices. It's about keeping everything organized, accurate, and moving towards your organization's goals. At Zoho, we understand the complexity, which is why we offer two powerful yet distinct

    • Is Zoho tables still being developed?

      Has this product been abandoned? I haven't seen any useful new features or stability improvements over the past six months or more. I think Tables is a great concept, filling a niche between spreadsheets and full database tools, but the current implementation

    • How to connect oracle ADW with Analytics

      I want to add Oracle ADW as a data source in Zoho Analytics, but I couldn't find any relevant documentation. Can anyone suggest how to do it, or let me know if it's even possible? Thanks!!

    • RAG (Retrieval Augmented Generation) Type Q+A Environment with Zoho Learn

      Hi All, Given the ability of Zoho Learn to function as a knowledge base / document repository type solution and given the rapid advancements that Zoho is making with Zia LLM, agentic capabilities etc. (not to mention the rapid progress in the broader

    • add attachments to automated emails?

      Hi, I'm looking for a way to have documents saved under an account, be grabbed and sent to an email address once a specific status has been updated.  For example we have a tab we've labeled as sales orders, when the status is changed to shipped, it emails the customer the tracking number and estimated delivery date.  I'd like it to also grab pdf docs (COA, BOL, etc) from that order and send in that email.   Currently we have to go into zoho change the status to shipped, then email all the docs to

    • [Action Required] Zendesk - Zoho Analytics integration requires re-authentication

      Dear Zendesk integration users, Zendesk is transitioning to a new OAuth model that uses refresh tokens for improved security and stability (read more). As a result, all Zendesk users in Zoho Analytics must re-authenticate their Zendesk connections on

    • Rerun Migration?

      I migrated a mailbox a few days ago, but didn't do the cutover on the MX records until today.  How can I rerun the migration to sync the mailboxes?  The old account has had a fair amount of activity since the first migration. I am used to other systems

    • طلب حذف الدومين والمؤسسة من حساب zoho

      السلام عليكم، أود طلب حذف الدومين التالي من حسابي في Zoho، حيث لا يظهر لي خيار الحذف في لوحة التحكم: اسم الدومين: hudajstore.com البريد المرتبط: [contact@hudajstore.com] علمًا بأنني المسؤول عن المؤسسة، ولا أستخدم الدومين حاليًا، وأرغب في إلغاء ربطه وحذف

    • Microsoft Outlook Add-in Update: Enhancing Efficiency for Recruiters

      We've released an update to the Zoho Recruit Microsoft Outlook Add-in, which brings a host of features designed to streamline your recruiting process and boost productivity. Let's delve into the details: Associate Emails with records in Zoho Recruit You

    • New integration: Zoho Books + Zoho Forms

      Hello Zoho Forms community! We are thrilled to announce the addition of another integration that brings speed and efficiency to your financial workflows. Zoho Forms can now be integrated with Zoho Books! Here’s a quick rundown on Zoho Books! For anyone

    • Witness Sign - Automation with Zoho Creator

      Hi there, I used to be able do automatically send a Zoho Sign document from Zoho Creator where each signer had one witness. The action code was as follows for each signer and witness:       // CLIENT eachActionMap1 = Map(); eachActionMap1.put("signing_order","1");

    • Announcing: custom color palette + free workshop

      Hello everyone, We're excited to share new feature in Zoho Bookings—a color palette within booking page themes. You'll find this option under Manage Bookings > Workspaces > Booking Page Themes. You can customize the color of every element in your booking page and even alter the transparency of your background image. Please note that this is a paid feature included in the Basic and Premium plans. At the moment, it's available only under the Modern Web theme. This means you can create billions (7,

    • Removing To or CC Addresses from Desk Ticket

      I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This results

    • Ability to Export Field Dependency Structure in Zoho Desk

      Hi Zoho Team, We’d like to request a feature enhancement in Zoho Desk that would greatly improve configuration management for organizations like ours: Requested Feature: The ability to export the full structure of Field Dependencies, especially for multi-level

    • [URGENT] Allow reorder (drag&drop) of subform record

      Very simple user case: a wedding planning app where you want to send your client a form to fill with information about their wedding. Form includes some field for general purpose information and a subform for event pacing/schedule. Clients are invited to create a new row (When? - What? - Where? - Who?) for each thing happening during their wedding chronologically. Ex: When                  What 10h                      Something TBD                    Speech After speech      Yet another thing happening

    • Departments in Zoho

      I'm trying to set up a department. It looks like Departments have been removed from Zoho One. Is there another option? We have our main account setup, but want to set up a separate small department that can't see our tabs.

    • Add Timer for Agent Status Duration in Zoho Desk Dashboard

      Hello Zoho Desk Team, We hope you're doing well. We would like to submit a feature request to further enhance the agent status tracking functionality within the Zoho Desk Dashboard. 🎯 Current Functionality As it stands, Zoho Desk allows us to view the

    • [Beta Feature] Parent-Child Ticketing

      Hello there, a beta parent-child ticketing feature has recently been made available for some, read more here: https://help.zoho.com/portal/en/kb/desk/ticket-management/articles/understanding-parent-child-ticketing-system#Business_scenarios I would like

    • Enable Sorting by Ticket Count in Category Reports

      Hi Zoho Desk Product Team, I hope you're doing well. We would like to submit a feature request to improve the reporting capabilities in Zoho Desk. 🎯 Feature Request: Sorting by Ticket Count in Category Reports Currently, category-based reports in Zoho

    • Reactivating a CRM user...

      I'm a 1-man business primarily using CRM under my Zoho1 subscription (I have NO other employees or users). I wish to re-activate a prior user (my son, once more working with me) but when changing his status from inactive to active I receive this message:

    • Zohoサポートにスコープ開放を依頼する

      お世話になっております。 現在、弊社にてZoho DeskのナレッジベースをAPI経由で取得し、AIツール（NotebookLM等）に連携する仕組みの構築を検討しています。 つきましては、ZohoDesk.articles.READ スコープを使用したOAuth認証の許可をいただけますでしょうか。 API Console から Server-based アプリを作成済みですが、認可URLにアクセスすると「スコープが登録されていません」と表示されます。 お手数をおかけしますが、スコープの開放をご

    • Where can I configure the notifications for everything KB-related?

      Hi all, I'm receiving notifications for some actions happening in our Knowledge Base (e.g. someone leaving a feedback) and I would like to customise the template or have the choice to enable/disable such notifications like it is possible for ticket notification

    • Increase Round Robin Scheduler Frequency in Zoho Desk

      Dear Zoho Desk Team, We hope this message finds you well. We would like to request an enhancement to the Round Robin Scheduler in Zoho Desk to better address ticket assignment efficiency. Current Behavior At present, the Round Robin Scheduler operates

    • Next Page