Advance Your Churn Predictions with Zia's Usage Data Feature: Event Mapping

Advance Your Churn Predictions with Zia's Usage Data Feature: Event Mapping

Greetings all, 

This is an important and exciting update about feeding usage data into Zoho CRM. To expand the scope of how usage data can be used by Zia, we are introducing a new section called Usage Data under Zia. Users can now easily import, edit, and update usage data within their CRM.

This feature helps you understand if your customers are losing interest or satisfaction with your service, experiencing technical difficulties, or switching to a different platform with the usage data you feed. Identifying these behavioral changes early on can provide valuable insights for businesses to step in and re-engage customers.



Through this enhancement, 
  • Improve the CRM's capability to leverage usage data for Zia-generated insights such as churn prediction, recommendations, and engagement signals.
  • Enable users to link key attributes from usage data to terms that the system can understand for accurate Zia processing.
  • Facilitate the seamless import of usage data from different sources into Zoho CRM.

What's new?

When AI models sometimes struggle to interpret the usage data, customers often find it challenging to use their usage data in CRM systems effectively. Event mapping is a proper mapping mechanism to utilize usage data fully, not missing any opportunity on customer engagement, retention, and personalized service delivery.

With the new Usage Data under Zia, you can map each static set of events to the fields of the custom module. This enhancement helps Zia provide a deep analysis that can help predict more insights. Likewise, your churn prediction goes on, and the data is automatically updated with incoming data whenever your customers engage.

Zia can expand the range of applications for the usage data beyond Churn prediction after being trained with the data. The scope of Zia expands with the full utilization of usage data, helping with the following use cases in other features.
  • Recommendations help you decide what products you can cross-sell or upsell to which customers.
  • Analyze your customers' signals and engagement rates to gain deeper insights.
  • Bring in more accuracy to churn predictions, like when a specific customer is likely to churn.
Additionally, Zoho CRM can now access usage data sourced via API, URL, or any supported file format from any tool to be stored in a custom module. This lowers your dependency on restricted tools.

Let's get started with the details of the enhancement.

What is usage data?

All businesses need transactional data as a base to study user purchase behavior on metrics like customer details, date and time, payment methods, discounts, and inventory movements.

Unlike transactional data, which only includes information about customer purchases and subscription details, usage data tracks how these customers interact with or use them, through an app or a website, concentrating on metrics like frequency, duration, and patterns of usage, helping businesses understand user behavior and preferences. 

Tools like Google Analytics track customer actions, such as logins, interests, purchases, and location, to provide us with this data. It is used for behavior analysis, engagement metrics, churn prediction, and more. 

What is event mapping?

Event mapping is a learning technique for the system so the user can activate Predictions, such as churn prediction. Through event mapping, the system will learn and understand how to interpret usage data. Mapping involves certain data attributes like event name, event timestamp, event initiator, and others.

Why event mapping?

Since event mapping requires the mapping of information, you are directly feeding in more details about the user interactions, easing the accuracy of churn prediction. In simple words, more details give you more accurate prediction.

For instance, a sudden reduction in the amount of logins serves as a significant indication of decreasing engagement, potentially indicating churn. Through event mapping, Zia can anticipate the reasons why a certain demographic of users cease logging in at specific times and whether device-related factors impact their logins.

Moreover, event mapping unlocks various functionalities like calculating churn scores, generating personalized recommendations, and monitoring customer engagement. For example, through Workflow Rules, users can send promotional emails to encourage customers who have not logged in for over 30 days to stay engaged.

Steps to configure:

With the enhancement, import usage data into a CRM custom module, create a mapping of the data called event mapping, and utilize that data for churn prediction and more Zia insights. Through event mapping, AI increases the accuracy of Zia-driven predictions and also widens its scope for personal recommendations and other predictions.

Let's look at this activation in the below steps:
  1. Create a custom module and three (mandatory) fields to store the following data: event name, event timestamp, and event initiator.
  2. Import the usage data from other sources (via API, DataPrep, CSV, or any supported file format) to the created custom module and map the fields. 
  3. In Usage Data under Zia, perform the event mapping to create a way that the system understands.

Availability

DC: All DCs
Editions: Enterprise and Ultimate editions
Release Plan: This feature will be released phase-wise to all DCs

For detailed description and guide, refer to our resources:

      • Recent Topics

      • What is Resolution Time in Business Hours

        HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistance

      • Check & Unchecked Task Segregation in Export

        It must have a feature to represent checked and unchecked tasks as [ ] and [✅] respectively when exporting it to Arratai or WhatsApp ; as Keep Notes by Google contains…

      • WorkDrive Download Issue

        My client has been sending me files via WorkDrive, which generally has worked fine. Recently files won't download at all. If you try and individually select and download a file, a popup will appear in the bottom right saying it's preparing and then it

      • Resolution Time Report

        From data to decisions: A deep dive into ticketing system reports What are time-based reports? Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring,

      • Support Custom Background in Zoho Cliq Video Calls and Meetings

        Hello Zoho Cliq Team, We hope you are doing well. We would like to request an enhancement to the video background capabilities in Zoho Cliq, specifically the ability to upload and use custom backgrounds. Current Limitation At present, Zoho Cliq allows

      • Add RTL (Right-to-Left) Text Direction Button in Zoho Cliq

        Greetings Zoho Team, We would like to request the addition of an RTL (Right-to-Left) text direction button in Zoho Cliq, similar to what is already available in other Zoho apps like Zoho Desk. Currently, while using Zoho Cliq with the English interface,

      • Enable Backgrounds and Video Filters for 1:1 Cliq Calls Across All Zoho Entry

        Hello Zoho Cliq Team, We hope you are doing well. We would like to request an enhancement related specifically to 1:1 video calls in Zoho Cliq. Current Behavior Zoho Cliq currently provides background and video filter options in the following scenarios:

      • Zoho Flow: Stripe a Zoho Marketing Automation

        Hola! Quiero hacer un flujo con Zoho Flow, para que cuando se haga un pago en Stripe, añada el lead en Zoho Marketing Automation. Lo he configurado, configurando el disparador como "Payment created" y mapeando el campo de Stripe "Receipt email address".

      • Need Customer Item Inward Module along with QC

        Need Customer Item Inward Module along with QC 1. Using Transfer Orders hit the item balance sheet 2. Items without inventory it becomes difficult for tracking purpose. 3. Custom Modules become tedious to capture multiple items, item subforms are not

      • LESS_THAN_MIN_OCCURANCE - code 2945

        Hi I'm trying to post a customer record to creator API and getting this error message. So cryptic. Can someone please help? Thanks Varun

      • Zoho email

        I need a list of email addresses of all contacts on my zoho

      • Shift-Centric View for Assigning and Managing Shifts in Zoho People

        Hello Zoho People Product Team, Greetings and hope you are doing well. This feature request is related to Zoho People - please don't move it to zoho one! We would like to submit a feature request regarding the shift assignment and management view in Zoho

      • cant upload images in signature- urgent help needed. ta!

        HI, I have been trying to insert the company logo in the signature. i have tried it several times since yesterday, the longest I waited was 1 hour and 12 minutes for the pop up window to upload a 180 KB .jpg file. what am i doing wrong.. an urgent reply

      • Add Ticket button in Home view

        When I go to the My Tickets or the Knowledge Base view in our Help Centre, the Add Ticket button is available, but not in the Home view. I would really like for it to be displayed in the Home view as well. Is this possible? Thanks.

      • Problem using Zoho Desk API

        Goodmorning, I am trying to use the Zoho Desk API to create a dashboard in Grafana, but I am having a problem. Following the instructions in the API documentation, I created the API Console application (server-based application). Then I created the string

      • Add zoho calendar to google calendar

        Hi I keep seeing instructions on how to sync Zoho CRM calendar with google calendar but no instructions on how to view Zoho calendar in my google calendar.

      • How to print a label from zoho creator app?

        Hello, I would like to print a label from zoho creator app record similar to attached one. Size 74mm x 102mm. I tried record template. It leaves plenty of space around the content and also I couldn't set the height of the page. So it is not printing properly. Could someone please direct me to right direction for this requirement?

      • City field suggestion in Zoho Books

        Hi team, We are using Customers module in Zoho Books. In the Address section, we want to understand whether the City field can show suggestions while typing using any API or built-in feature. For example, if a user types “Mum”, can the system suggest

      • Non-responsive views in Mobile Browser (iPad)

        Has anyone noticed that the creator applications when viewed in a mobile browser (iPad) lost its responsiveness? It now appears very small font size and need to zoom into to read contents. Obviously this make use by field staff quite difficult. This is not at all a good move, as lots of my users are depending on accessing the app in mobile devices (iPads), and very challenging and frustrating. 

      • How can I check all announce?

        Hiii, May I ask how can I check all the announce based on broadcast date instead of reply date based So that I will not will miss out any new function

      • What are the create bill API line item requiered fields

        While the following documentation says that the line items array is requiered it doesn't say what if any files are requiered in the array. Does anyone know? API documentation: https://www.zoho.com/inventory/api/v1/bills/#create-a-bill I'm trying to add

      • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

        Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

      • Cannot connect to imap.zoho.eu on iOS26

        Hey, I recently migrated to another iPhone and since then use iOS26. Every since then, I was not able to connect to "imap.zoho.eu" from Apple Mail. I tried deleting the account and adding it again, did not work. I tried creating an app password, didn't

      • Personalize your booking pages with Custom CSS

        Greetings from the Zoho Bookings team! We’re introducing Custom CSS for Zoho Bookings, designed to give you complete control over the look and feel of your booking pages. With this new feature, you can upload your own CSS file to customize colors, fonts,

      • Marketer's Space: Plan smarter with Zoho Campaigns' Calendar

        Hello Marketers, Welcome to another post! Today, we'll talk about a discreet yet significant feature that's neatly tucked inside Zoho Campaigns: the calendar. It might look like an optional but somewhat unnecessary feature that you can use occasionally,

      • User

        If user is already part of manage engine endpoint central , what hapens when i try to add them to another Zoho org / directory? Are these users added as external users?

      • 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

      • Outlook - Zoho CRM Calendar Integration

        I'm facing an issue integrating Outlook with Zoho CRM. Has anyone successfully connected their Outlook to Zoho, and are all your meetings and emails being captured correctly in the CRM? Any insights or troubleshooting tips would be appreciated

      • 【Zoho CRM】ポータル機能のアップデート

        ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、ポータル機能のアップデートをご紹介します。 ポータル管理の新機能「自動招待」により、Zoho CRMからポータルへの招待を自動化できるようになりました。これまで必要だった、ユーザーごとの手動設定は不要になります。設定した条件に基づいて、対象ユーザーに自動で招待が送信されます。 ポータルの新機能 条件に基づく自動招待：指定した条件を満たすユーザーに、自動で招待を送信 招待設定：招待メールの言語を選択し、言語ごとに条件を設定可能

      • Contact data removes Account data when creating a quote

        Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then add

      • Export all of our manuals from Zoho Learn in one go

        Hi, I know there's a way to export manuals in Zoho Learn, but I want to export everything in one go so it won't take so long. I can't see a way to do this, can I get some assistance or is this a feature in the pipeline? Thanks, Hannah

      • Automation#31: Automate Splitting Names for New Contact Records

        Hello Everyone, This week, we present to you a custom function, which allows you to split the first and last names from the user's email ID based on the separator used in the ID. Having grown into a large firm, Zylker Techfix aims to optimize its processes,

      • Automatically remove commas

        Team, Please be consistent in Zoho Books. In Payments, you have commas here: But when we copy and paste the amount in the Payments Made field, it does not accept it because the default setting is no commas. Please have Zoho Books remove commas autom

      • Project Change Orders and Additions

        We are in the process of migrating from QuickBooks Online to Zoho Books. We have Zoho One and like the ability to sync all of our data across everything. And I like that projects work in a way that's less dumb than QuickBooks. I'm trying to figure out

      • ZOHO Desk - Description of slave ticket disappeared after Merge

        Dear Support, On Zoho Desk the description of a ticket disappeared after merging two ticket. The one which was the slave one completely disappeared. The problem that in this description there was an image which i had only on Desk in that ticket. Could

      • How do I insert a cross-reference link to a different section within one Knowledge Base article using Zoho Desk?

        I would like to insert a link within a Knowledge Base article to a different section of that same article. The section I want to link to is formatted with the Heading 3 style and is displayed within my TOC. However, I do not see any way to add a link

      • Problem Adding Facebook Account

        Hi, I'm new here, I'm having trouble setting up my Facebook account as a social channel. I think the issue is down to how my Facebook is set up, which is pretty confusing. I have a personal Facebook account (let’s called it A) which is my main Facebook

      • Zoho Desk Teams App is not loading

        Hi Zoho Desk support. Need an assistance on the Zoho Desk Teams app. Once I click View Ticket, it isn't showing anything. Kindly refer to attached: ZohoDesk Teams App_View Ticket Error.jpg For our Dashboard, we are still experiencing the same issue. Kindly

      • Zoho People - Retrieve the Leave Details - get("LeaveCount")

        Hi, Zoho People I need to collect all of an employee's leave requests for the calendar year and check how many half-days they have taken. If I run the script on the query he just modified, I can retrieve the information related to that query and use the

      • Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

        Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able

      • Next Page