Introducing Zia's Customer Churn Prediction

Introducing Zia's Customer Churn Prediction

Dear All,

Hope you are well!

We have an exciting new feature added to Zia's Prediction capabilities. Let's learn more!

Businesses, even after spending a lot of money on customer acquisition, sometimes struggle to retain those acquired customers. While an acceptable churn rate falls between 5% to 7%, a 2020 study reported by Statista reveals the actual customer churn rates observed in different industries.

Although there could be a myriad of reasons as to why customers ghost a business, churn is often identified only after it has happened. Retrospectively identifying churn incurs more loss than the revenue gained from new customer acquisitions. For an expanding business, it's important to be vigilant and spot churn as it happens to avoid detrimental losses. On that note, Zoho CRM is pleased to introduce Churn Prediction by Zia—a real-time prediction of customer- and subscription-specific churn.

Zia's churn prediction

Churn prediction is Zia's ability to identify churn patterns in your customer records and predict their probability to churn out of your business.
Primarily, it displays churn score to help you assess the churn probability. However, if the revenue model of your business is subscription-based, Zia will also display which product/ service are your customers churning from.

How does Zia predict customer churn?
Churning is your customer behavior and to capture as and when it occurs, Zia requires to know who your customers are and what their payment model is, to understand the nature of your business. And, to further classify them as active and churned, it needs to know the characteristics of active customer and churned customer.

Once Zia has learned, it will compare and correlate the customer record with the guidelines you configured. Furthermore, it will look into the historical transactions, observe for patterns, and alert you for prospective churn. This way, you can be aware of any shortcomings and tend to them at once.
How can I use these predictions?
Once Zia has computed the churn predictions, it will display the churn score as a widget inside your record. The higher the score, the higher is the probability of that customer to churn.

Also, to let you act upon the prediction score, Zia will display two read-only custom fields on the record detail page for a subscription-based revenue model.
  • Churn score: The score displays the probability that the record will churn.
  • Churn prediction: The prediction field displays the active subscription associated with the customer record. 
For the non subscription-based revenue model, only the churn score will be displayed on the record detail page.


Based on these fields, you can create automations, generate reports, classify records using custom views, and sort records using advanced filters.


Therefore, with Zia's customer churn prediction, you can achieve the following:
  • Assess and prepare for the revenue impact
  • Recondition and streamline your business processes
  • Come up with novel customer retention strategies
  • Enhance post-sales customer engagement
  • Attract and recover customers that are withdrawing from your business

How will I know the efficacy of these churn predictions?

Just as Zia refers to the churn configuration and historical data to come up with a churn prediction score, Zia also rates its model's accuracy between 1% and 100%, as a way of indicating how reliable these scores are.
Here's the range for your reference:
Score above 80%
Zia will render excellent predictions
Score between 60% to 80%
Zia will deliver average predictions
Score below 60%
Zia's predictions will be poor

If the model accuracy is poor, Zia will automatically optimize its analysis by retraining data sets every 15 days. 

What are the prerequisites/limitations?
  • Zia will need a minimum of 200 records consisting of 75 active records and 75 churned records to start predicting.
  • Zia Churn Prediction is available only for organizations in Enterprise and Ultimate editions with 20 user licenses and more, in US, EU, IN, CN, and AU DCs.
  • Churn predictions are available in all languages.

That's it for Zia's Churn Prediction—for now. We hope these predictions will help you mitigate your customer churn as you scale. 

For more information about Zia's Churn Prediction, kindly refer to our help doc.

Thanks and have a good one!

Kind regards,
Saranya Balasubramanian

      • Recent Topics

      • 7 month over zoho book purchase but still not immpliments Golive

        7 month over zoho book purchase but still not immpliments Golive one problems zoho team short out then other problems come still very poor mangments and immliments team . struggling with the templates in ZOHO Books. Especially with the placement of some

      • Average Costing / Weighted Average Costing

        Hello fellow maadirs. I understand Zoho Books uses FIFO method of dealing with inventory costing, but do you guys have any plans to introduce average costing? We indians need average costing. It's part of our culture. Please. I beg thee. Thanks.

      • SMS to customers from within Bigin

        Hi All, Is there anyone else crying out for Bigin SMS capability to send an SMS to customers directly from the Bigin interface? We have inbuilt telephony already with call recordings which works well. What's lacking is the ability to send and receive

      • How to update/remove file in zoho creator widgets using javascript API

        Hi Team, I have developed a widget which allows inserting and updating records I have file upload field with multiple file upload. Now while doing insert form record, I am using uploadFile API to upload files for that record. I am using updateRecord API

      • Parent & Member Accounts (batch updating / inheritance)

        Hello, I find the Parent Account functionality very useful for creating custom views and reports, but was wondering if I can also carry out batch editing on all members (aka children) of a Parent Account at the same time. Alternatively, can I set members to automatically inherit the values of the parent? For example: We have a chain of supermarkets that buy our products. These supermarkets are all members of a Parent Account in our CRM. We release a new product and all of the member stores wish to

      • Edit Legend of Chart

        I would like to edit the legend of the chart. Every time I enable the legend, I get a very unhelpful (1), and when I try to type to change to what I would desire, nothing happens, which is very frustrating. I've gone through your online tutorials and nowhere can I find a legend settings button. This seems a simple fix, where can edit the legend? Thanks.

      • Extended timeouts for APIs beyond 40secs for to accomodate LLMs

        A 40 second max response time for API calls is fine when connecting to most services, however is unsuitable when dealing with LLMs (ChatGPT/Claude/Gemini) where the response timing is very uncertain. Is there any way to increase this? It would be great

      • Deletion of Zoho Account

        To whom it may concern, Good day, My account has been created incorrectly in Zoho and I am not able to join my Company's Zoho account - attached screenshot for your kind reference Alphatronmarine - Portal Kindly advise procedure to delete this current

      • Workflow for deposit to bank account

        Hello, Is it possible to make a workflow when a deposit is made to your bank account which is coupled to Zoho books? I want Zoho to sent an email each time a deposit is made to our bank account via a workflow. Regards, Steven

      • Marking Retainer invoice paid through Deluge

        Hey Everyone, We have a scenario where we are collecting deposit payments on our website. Now, in zoho books, we need to create a retainer invoice and mark it as paid automatically using deluge just like we can mark normal invoices as paid. I have tried

      • Create a new record in custom module vi custom button

        I have zoho books premium plan . I have 2 custom modules in zoho books. 1. Goods Receipt 2. Delivery Order, I need to select multiple records from Goods Receipt and create a new Delivery order from these multiple records. (like multilple sales order into

      • Profile date settings

        At present I have "EEE, MMMM dd, yyyy" but this takes an exessive amount of column space, we should be able to input our own format. I would like to use "EEE, MMM dd, yy" - a much shorter version of the above but with the same abbreviated info, requiring

      • Delivery Method Field in Sales Order Module

        In Books and in Sales orders, the "Delivery Method" field seems to allow for anything to be entered and it seems to store those entries for future use.  When you chose to convert a sales order to a purchase order, the related field is now called "Shipment

      • Editing / Removing stages for pipeline

        Hello, I'm trying to create a new pipeline. I created a new stage and made an error when entering the probability. How can I edit fields in stages that I created? Can I delete these stages from "Add Stages" list?

      • Dynamically Filter User Lookup in CRM Subform

        We have a subform called Pricing Calculator in the Zoho CRM Opportunity module and need some assistance. Current Setup: First column: Picklist (Level) Second column: User Lookup field When a Level is selected, we want the User lookup to display only users

      • change time zone

        can't seem to figure out how to change the time zone of the project

      • Bigin iOS app update: Built-in telephony and RingCentral support

        Hello everyone! We are excited to introduce Built-In Telephony and RingCentral support in the latest iOS version(v1.11.13) of the Bigin mobile app. Once the integration is completed on the Bigin desktop site(bigin.zoho.com), you can choose the Built-In

      • Add Image or Update Image API - for Items Module

        I am trying to add new Items to Zoho Inventory from Zoho Creator. I achieved this using Zoho Inventory Create Item API, but how to add or update the item image from Zoho Creator to Zoho Inventory Item Module?

      • Introducing Booking Pages—a topping for your Calendar Scheduling needs!

        Greetings, We're here with a new topping for Bigin! Let's dive into the details. What does this topping do? Scheduling appointments with customers is one of the most common challenges small businesses face on a daily basis, as it often involves frequent

      • Debugging `try` blocks : Tip

        I find it annoying that if one line inside a `try` block has an error, the Deluge arser points the beginning of the block to the location of the error. BUT, if you temporarily comment out the initial `try {`  The parser goes through the whole block and

      • [Product Update] TimeSheets module is now renamed as Time Logs in Zoho Projects.

        Dear Zoho Analytics customers, As part of the ongoing enhancements in Zoho Projects, the Timesheets module has been renamed to Time Logs. However, the module name will continue to be displayed as Timesheets in Zoho Analytics until the relevant APIs are

      • Use approval workflow comments in record scripts

        Greetings, i'm running an approval workflow for my records, during approval/rejection there is a step where comments are entered. i want to add there comments to the record and to use them in various deluge scripts like sending emails and so on.  how

      • ZOHO Store

        Not able to make a payment We are using Zoho One, and we are from India. The payment currency, which shows for us, is in USD. But the system says we can choose Country/Region India if it shows INR only. Attaching screenshots for more info.

      • Support Migration into Aliases in Zoho Mail

        Hello Zoho Mail Team, How are you? We are in the process of migrating some of our users from Google Workspace (Gmail and Google Drive) to Zoho. During this process, we noticed that Zoho Mail currently only supports migration into a primary mailbox and

      • API for Z Workdrive Flow Make-Integromat ?

        We are zoho workdrive fans Also we would like to have an api to work with Zoho Flow or with Make better known by its old name INTEGROMAT Is it planned and when? 3 months -6 months or more?

      • Apps Pane no longer visible

        I have read all the info and help and nothing works, I do not have a "show apps" anywhere and I can no longer see my Apps pane in the left hand side of mail, please advise how to get this back

      • Canvas View - Print

        What is the best way to accomplish a print to PDF of the canvas view?

      • 5名限定 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ(8/21)

        ユーザーの皆さま、こんにちは。Zoho ユーザーコミュニティチームの藤澤です。 8月開催のZoho ワークアウトについてお知らせします。 今回はZoomにてオンライン開催します。 ▷▷参加登録はこちら：https://us02web.zoom.us/meeting/register/eVOEnBsSQ2uvX4WN5Z5DeQ ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的とした「Zoho

      • New in Zoho Forms: Inline OTP Verification

        Hello form builders, We are excited to announce the launch of Inline OTP Verification in Zoho Forms, a smarter way to ensure the authenticity of the contact details you collect. Until now, OTP Verification in Zoho Forms worked as a pre-access step: respondents

      • Zoho Mail : Associate emails with Meeting records and allow multiple emails to be assocaited at once

        Is there a workaround that would allow either of these? I want to associate emails with Meeting records. I also would like to be able to select multiple emails at once for association with a record.

      • Create task from email

        Is there a way on mobile to create a task from an email? I use this feature a lot and when traveling now I read email on mobile. By the time I get to my office I forget about them since I didn't add it to a task. Is this feature missing on moble?

      • Zoho Socials - Unable to view Channels and SmartQ

        Hi, The channel Facebook has been added by the admin, however, it is not visible on the User level (employee). Other channels are visible. Also, we have the premium account, and SmartQ is not working. Can anyone help? Regards, Priyanka

      • Eliminating Manual Consolidation: Automating Currency Field Sync from Task to Project

        Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:

      • We want to set the "Converted from Lead" value in Deals using a Workflow or via a Deluge script. How?

        For use in Zoho Analytics, we need the field "Converted from Lead" filled in our deal records. This field is empty everywhere, because we do not create deals directly when converting a lead to a contact. We want to do that using the API or a workflow

      • Sales Orders: Quoted_Items + items in another subform -> into Ordered_Items ?

        hello, When creating Sales Orders, is it posible to inherit/fill the Ordered_Items with all the items from Quoted_Items + all the items from a customized subform with similar fields? Since you can create a sales order in different ways (convert, new -

      • How to cancel the GSTR1 pushed to GSTN

        How to cancel the GSTR1 Pushed to GSTN, some rectifications to be done in HSN & SAC code

      • Zoho Books API — Invalid Operation Type / Scope does not exist

        Hello Team, We are unable to use the Zoho Books API from our registered application. We’ve already: Created a client in Zoho API Console using (Admin in Books) Generated the OAuth code and token successfully Used the correct scopes: ZohoBooks.fullaccess,ZohoOauth.userinfo.READ

      • Enhancements in Canvas

        Dear All, Greetings! Canvas lets you design the record details page to suit your brand or business preferences. We are glad to introduce the following enhancements to uplift your design experience. Reusable Components Style Presets Let's go! Reusable

      • Minimum order quantity

        Is there a way to enforce a minimum order quantity - ie has to have a minimum of 250?

      • 【Zoho CRM】ポータル機能のアップデート：UIとポータルの作成フローの変更

        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。 目次 概要 ユーザーグループの作成フローの変更 ユーザーグループ詳細画面内のタブについて 「タブと権限」タブについて 「設定」タブについて 概要 UIとポータルの作成フローが変更されました。ポータルの新機能に先立ち、UIを一部変更しました。タブやオプションの配置を見直し、機能へよりアクセスしやすくなっています。 また、「ポータルユーザーの種類」は今後、「ユーザーグループ」と呼称され、ページ上のボタンも「ユーザーグループを作成する」に変更されます。

      • Next Page