Unified customer view: Bringing product intelligence into your CRM data

For businesses today, applications and digital interfaces are the main touch points in the customer journey.

While Zoho CRM data already tells who your customers are and what they buy, Zoho Apptics tells you how they interact and engage with your product.

Why leave out this goldmine of behavioral data when mapping your customer journey?

Integrating product data with your customer database means connecting the dots between the customer interactions with your app and their overall relationship with your business. It provides a complete, 360-degree view of your customer journey across various platforms and channels, adding more context to your app and customers in one place.

Enhanced Zoho Apptics integration with Zoho CRM

To help you leverage in-app data better, we have upgraded the Zoho Apptics integration with Zoho CRM. We have expanded from 14 event data points to a richer dataset that includes sessions, crashes, feedback, in-app ratings, updates, and device-level metadata.

By pushing Apptics' data to Zoho CRM, your team can gain even greater value by leveraging these powerful CRM capabilities:

• Journey orchestration - Get a complete view of customer journeys across platforms with up-to-date product insights from Apptics, enabling seamless and relevant experiences at every touchpoint.
• Customer segmentation - Group users based on behavioral and engagement data from Apptics to personalize marketing outreach and support initiatives effectively.
• Omnichannel CRM - Equip support agents with context-rich product usage data and empower them to engage with customers across multiple channels for faster resolution.
• Lead nurturing - Identify upsell opportunities or early churn signals, and nurture leads with personalized, behavior-driven follow-ups.
• Marketing automation - Trigger automated, targeted campaigns based on user actions and lifecycle events using Apptics data.

Product data points in CRM

To start analyzing in-app data from Apptics in your customer database, you need to configure the integration in the Apptics console. During the setup, you can choose which data points from Apptics should be pushed and also decide the retention periods for the pushed Apptics data in your CRM.

Apptics data	Module in CRM	Information
User details	Leads and Contacts modules	User's email address and other important fields (eg: first name, phone number, company name, etc.) along with selected user properties and our meta data like app version or OS version
Devices	Custom module	Device-level meta data
Events	Custom module	Tracked user actions along with relevant properties
Sessions	Custom module	Time spent by a user within the app
Crashes	Custom module	Issues and errors that app users face
In-app ratings (impressions)	Custom module	The stats for the ratings prompts shown to the app users
In-app updates (impressions)	Custom module	The stats for in-app update pop-ups shown to the app users

Once the integration is complete, user details like email address, name, company name, and the like will be pushed to the Leads module in CRM. The email address captured in Apptics becomes a linking key in Zoho CRM, connecting product usage data to all relevant CRM records. Other data points related to devices, events, screens, and others will be available as individual custom modules within Zoho CRM. You can refer to our Zoho CRM integration guide for step-by-step guidance.

Note: Since user details like email address or user ID are required for CRM integration, you can only push data points of users who have consented to share their data with their identity.

Real-world example: Turning data into action

Let’s say a new user signs up for your app. In Zoho Apptics, you notice they explored a new feature but encountered an issue while using it, and later raised it as a support ticket.

With the Zoho CRM integration enabled, this information appears right inside your CRM, linked to their contact record. This means:

• Support can instantly view crash logs, recent in-app activity, and past interactions, making it faster to resolve the issue.
• Sales can follow up with a tailored offer or recommendation based on what they tried in the app.
• Marketing can trigger an automated email sequence to re-engage them or guide them toward full feature adoption.
• Product and customer success can spot the friction point early and work on a fix, improving the experience for all users.

From the delightful moments to critical issues and understanding crucial pain points, integrating Zoho Apptics with Zoho CRM helps you transform product-specific data points into actionable, easy-to-understand insights for your entire team.

Try the Zoho Apptics with Zoho CRM integration today! If you have any doubts or questions, feel free to contact us at support@zohoapptics.com.

Cheers,

Team Apptics

• Topic Participants

• Supraja Gayathri S

  

• Recent Topics

• Calendar Events Issues

  Not able to view scheduled events on my calendar

• Extensions 101 webinar series: Build, integrate, and monetize with extensions

  Attention developers! Are you ready to take your extension development skills to the next level? We're excited to bring back the Extensions 101 webinar series with an expanded lineup of Zoho products and an introduction to more platform features. Last

• Custom Related List Inside Zoho Books

  Hello, We can create the Related list inside the zoho books by the deluge code, I am sharing the reference code Please have a look may be it will help you. //..........Get Org Details organizationID = organization.get("organization_id"); Recordid = cm_g_a_data.get("module_record_id");

• Where are recordings stored?

  I have hosted a couple of test meeting, used the "record" button to start and stop the recording but I am unable to find where are those recordings saved?  Can anybody help? Thanks

• Zoho Desk's integration with Microsoft PowerBI delivers advanced analytics insights

  Hello everyone, Gaining advanced insights through reports and dashboards is one of the critical requirements of every business. In addition to key metrics tracked in Zoho Desk, such as agent performance, SLA adherence, and ticket lifecycle, businesses

• Create static subforms in Zoho CRM: streamline data entry with pre-defined values

  Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

• IMAP error message in Zoho mail

  I cannot send emails today. Everything fine for years until today. Get a message: "You are yet to enable IMAP for your account. Please contact your administrator". Does anyone know how to correct this?

• Enhancements to Zoho Map integration tasks

  Hello everyone, We're excited to announce enhancements to the Zoho Map integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

• IMAP stopped working today

  Hello! I've been a paid customer for more than 10 years, IMAP was always working fine. But today this is the error I've got on my iPhone: I've tried toggling the IMAP for my account (Mail -> Settings -> Mail accounts) off and on again, but that did not

• Are custom portals accessible on the Zoho learn smartphone app?

  In other words, can users external to my organisation, once signed up, use the app in the same way as internal users? Thanks

• Zoho Books/Inventory - Update Marketplace Sales Order via API

  Hi everyone, Does anyone know if there is a way to update Sales Orders created from a marketplace intigration (Shopify in this case) via API? I'm trying to cover a scenario where an order is changed on the Shopify end and the changes must be reflected

• Conditional Layouts On Multi Select Field

  How we can use Conditional Layouts On Multi Select Field field? Please help.

• Multiple columns in a form

  I am evaluating Zoho Creator. However, I am seeing almost no layout control on a form.  Just a basic 1 or 2 column format that is then imposed on the entire form.  That's not going to work for many, many real world cases. We need multiple columns per line, and we need each line/section to occupy a single column or be able to span the columns.   Someone please tell me that I'm missing something and the capability is actually there.  

• Global search

  Hi! I think it would be great to have a global search that would give you results from all records of a database, no only for a single field of a single form as we have now. Thanks!

• Any insights about API/v2? Having problem for a while.

  I don't know why it is throwing a 404 error, my report name is correct. Has someone had this issue and how you fix it?

• Edit QR code with redirect to form

  Guten morgen, wir haben ein Formular Reklamation_erstellen. Dort soll ein QR Code erstellt werden, der im Lieferschein angezeigt wird. Beim Scannen auf dem soll das jeweilige Formular zum BEARBEITEN geöffnet werden. Leider bekomme ich es nur so hin, dass

• Getting all the ingredients together for baking an app

  Good day everyone. After reading a lot of the help docs and watching videos, I now started on my app. To prevent hours and hours wasted on going down the wrong track, I would like some clarification on the following. But first some background: I have

• Help Needed with Configuring ZC Microservice

  I'm attempting to create a simple microservice, but am running into problems with scope and auth. Using Custom API Builder, here's my setup: 1. Method: GET 2. Auth: OAuth2 3. User Scope: All users 4. Response: Standard 5. Function: A function that returns

• Creator Simplified #10: Predefine Form Field Values and Make Them Read-Only for Users

  Hey Creators, Ready for this week's tip in the Creator Simplified series? Today, we will explore how to have read only fields in a form. Use Case: Assume a scenario where the default value for a Department field needs to be English Literature, but you

• Zoho Mail : Email Outgoing Blocked

  I suddenly received the following message yesterday. I cannot send any mail. Please resolve as soon as possible, I cannot work without sending email. Dear User, We regret to inform you that your email outgoing has been blocked and you will not be able

• Creator and Tables

  Good day. I am trying to create my first application. I have imported my data into Tables and am creating my app in Creator. I do not see my tables and cannot see how to write forms data to a table. Even the Workflow just uses the form. In one of the

• customer Name and address details

  i created one application there is no customer details in that . how to add customer details and

• Recalculate every row in the subform

  Hello, Can anyone help me with a script, please? I have an issue. Sometimes it happens, that in a multi row subform one of the rows show an incorrect row total value. Not really understand how it can happen, if I have a 20 row subform, 19 rows show correct

• Creating Repeat Forms that remove redundancies

  I wanted to understand if you can make multi-layer forms that reduce the need for users to input information in again and again. We want a form that our suppliers fill out per ingredient they sell, and the end result should have the Ingredient (Section

• What is the difference between the free plan and the mail lite plan?

  What is the difference between the free plan and the mail lite plan? How many emails can I send per day?

• Unblock email

  Hi The outgoing mail from a client of me is blocked. I already made tickets and tickets are send to the EU desk but nobody is responding. The problem is already 4 days! There is absolutely no help from the support. I am really not satisfied at all! Can

• Domain verification failure

  Hello Zoho Support, I purchased my domain directly through Zoho Mail, but the domain verification keeps failing with the message “TXT verification failed.” I’ve already waited and retried several times, but it still won’t verify. Could you please manually

• Unable to send message;Reason:554 5.1.8 Email Outgoing Blocked.

  My email account is unable to send emails, and I urgently need to use it. How can I resolve this?If there is anything we have done wrong, please let us know in advance so we can actively cooperate to improve. User ID: 850482493

• URGENT: Email stopped workin - can't access admin panel

  For some reason email sending stopped working. When I try to send an email it fails with "Unable to send message;Reason:451 4.7.1 Temporary system error" I can receive email just fine I see in my notifications some errors about the MX records, however

• Can I associate an invoice to a Project after the fact?

  We have generated an invoice but would like to assoicate it to a Zoho Project after the fact.  Is there any way to accomplish that? Thanks, Scott

• Emails I send as a cc or bcc NEVER GO THROUGH TO THA RECEIVER !!

  every time i send a cc or bcc copy of an email to anyone when I’m using my zohomail.com email - no one ever gets the cc of bcc copy if the email: why???? And i triple check that the email addresses are correct; then i get back an email message (EVERYTIME)

• Cannot see correct DNS config for mail after moving domain to another provider

  I have moved my domain from one provider to another and after that zoho mail stopped working (expected). Problem is, zoho mail admin panel still shows (10 hours after move) that all records are correct while I haven't changed anything in my domain DNS

• Add Support for Authenticator App MFA in Zoho Desk Help Center

  Hello Zoho Desk Team, We hope you are doing well. We would like to request an enhancement related to security for the Zoho Desk Help Center (customer portal). Currently, the Help Center supports MFA for portal users via SAML, JWT, SMS authentication,

• How to unlink a SAML user from the existing Zoho Desk user (domain change case)

  Hi everyone, I’m trying to understand how to handle a situation where a customer changes their company domain. In our setup, users authenticate via SAML, so when the domain changes, the SAML system treats them as a new user. However, in Zoho Desk, I’d

• Price Managment

  I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are just

• Related to zoho survey

  Hi team. I want to know something regarding zoho survey question builder. I have two questions each of dropdown (One answer) - question type. In the first question, there are 16 answer choices and in the second question, there are 3 answer choices. For

• 60 Days Into Zoho - Tiktok Branding Startup -7 Questions?!

  Wsp Everybody I co-own a TikTok Branding / Consulting Startup & have been using Zoho for the past 60 days - Am now looking to make our overall operations & processes more Efficient & Effective! Curious to know how others are using the platform & what's

• Text Message

  When trying to sent a text message, it says its an error i should contact a zoho agent

• Zoho POS is now available for Canadian retailers

  Hey everyone, We're excited to introduce the all-new Canadian edition of Zoho POS, which helps retail businesses simplify and manage their end-to-end business operations. Start by signing up and exploring the 15-day free trial. Sign up now How does Zoho

• Payroll In Canada

  Hi, When can we expect to have payroll in Canada with books 

• Next Page