Unified customer view: Bringing product intelligence into your CRM data

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.



Notes
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

      • Recent Topics

      • Streamlining E-commerce Photography with AI Background Tools

        Hey Zoho Community, I’ve been messing around with ways to make product images less of a headache for fashion brands on Zoho Commerce. You know how boring generic backdrops can get, and how much time traditional photoshoots eat up, right? I tried out this

      • WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent

        Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assigned

      • hide resolution from help centre

        to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not public

      • Multiple Cover Letters

        We are using the staffing firm edition of Recruit and we have noticed that candidates cannot add more than one cover letter. This is a problem as they might be applying for multiple jobs on our career site and when we submit their application to a client,

      • Zoho Analytics + Facebook Ads: Performance Alerts for Active Campaigns

        Is it possible with integration of Zoho Analytics with Facebook Ads and set up alerts or notifications for active campaigns when performance drops? For example, triggering a notification if CTR goes below a defined threshold or if other key metrics (like

      • Multiple upload field CRM

        I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

      • Sort by age

        It would be very helpful if there was a way to sort by age in the Age column. Please add this function if possible. Thanks!

      • Lookup Field Option Not Available in Customization

        Hello, I am trying to customize different modules (e.g., Work Orders, Systems, and others), but I am unable to find the Lookup field option in the layout customization. When I go to: Setup → Customization → Modules and Fields → Add Field The Lookup field

      • Scheduled sending of a poll and its results

        Is there a way to schedule sending a poll to all my users and have the results sent separately to the team?

      • Canvas View bug

        I would like to report a bug. When clone a canvas view from an existing canvas view, if the original canvas view have canvas button with client script. Then the new create canvas view will have canvas button, it is make sense. But when I try to delete

      • Integrating Zoho Suite and apps more with Linux

        I just got introduced with Zoho just couple of months ago, and I've already planned to contribute to it, even though it's not an open-source software. Still I have found it's potential to beat the tech giants and still being respective towards data privacy

      • Store Submitted Forms as PDF

        Hi there, Is there a method to store Form submissions as a PDF in workdrive for archival? I set the form to email the submission to the user and an internal inbox but I'd really love to store the final form as PDF in workdrive automatically. I can't seem

      • Separate Items & Services

        Hi, please separate items and services into different categories. Thank you

      • CRM->INVENTORY, sync products as composite items

        We have a product team working in the CRM, as it’s more convenient than using Books or Inventory—especially with features like Blueprints being available. Once a product reaches a certain stage, it needs to become visible in Inventory. To achieve this,

      • Add an option to disable ZIA suggestions

        Currently, ZIA in Zoho Inventory automatically provides suggestions, such as sending order confirmation emails. However, there is no way to disable this feature. In our case, orders are automatically created by customers, and we’ve built a custom workflow

      • What's new in Zoho Sheet: Simplify data entry and collaboration

        Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementally

      • Zoho Creator Developer Console | Improved Distribution and Lifecycle Management for apps

        Hello everyone, We're excited to introduce new enhancements now in the Zoho Creator Developer Console. These updates strengthen private app distribution through licensing controls and extend environment support across all installed apps, helping teams

      • [Webinar] Solving business challenges- Handling the challenge of transitioning to Zoho Writer from legacy tools

        Moving to Zoho Writer is a great way to consolidate your business tools and become more agile. With multiple accessibility modes, no-code automation, and extensive integration with business apps and content platforms, Zoho Writer helps solve your organization's

      • Feature Request - Gift Cards or Gift Voucher Capability in Zoho Commerce

        Hi Zoho Commerce team, I'm comming accross more and more retail businesses who sell gift cards. As there is currently no way to manage this in Zoho Commerce, it is a blocker to addoption. This is particularly popular in Europe and North America. I recently

      • Highlight a candidate who is "off limits"

        Hello: Is there a way to highlight a candidate who is "off limits"?  I would like to have the ability to make certain candidate and / or Client records highlighted in RED or something like that.   This would be used for example when we may have placed a candidate somewhere and we want everyone in our company to quickly and easily see that they are off limits.  The same would apply when we want to put a client or former client off limits so no one recruits out of there. How can this be done? Cheers,

      • Closing off tasks automatically based on project status

        Is there a way to close off all open tasks when a project is set as Cancelled?

      • [Free webinar] Understanding connections and datasources in Zoho Creator - Creator Tech Connect

        Hello everyone, We’re excited to invite you to another edition of the Creator Tech Connect webinar. About Creator Tech Connect The Creator Tech Connect series is a free monthly webinar featuring in-depth technical sessions designed for developers, administrators,

      • Bridge the Gap Between your Service and Finance Teams

        In field service, the most expensive distance isn’t the drive to a customer’s home—it’s the gap between a finished job and a paid invoice. Zoho FSM leverages the power of Zoho Invoice to handle and manage billing operations. It enables you to: Instantly

      • Direct URL to "View Record"

        I would like to create a button (Deluge Script) to jump to the "view record" without passing by the record menu, but I can not aford to find the right url. I don't want the "view record" as a single page. I want the "view record" in the application like the picture below: Thanks in advance for your help

      • Live Chat for user

        Hi everyone, I’m new to Zoho Creator and wanted to ask if it’s possible to add a live chat option for all logged-in portal users so they can chat internally. I’m trying to create a customer portal similar to a service desk, but for vehicle breakdowns,

      • SalesIQ Chat Owner to CRM Lead Owner Mapping

        There is no proper mapping between the SalesIQ chat owner and the CRM lead owner. When a chat is assigned to an agent, the lead created in CRM is often assigned to a different user, forcing admins to manually change ownership every time. This creates

      • Product line search in quotes

        Is there a way to change the search setting when you add a product line to a quote. We have created a field in products called 'Part Number' and I would like when I'm adding a product line to the quote that I can search on that field. At the moment it only searches on product description. In products I can search on the 'Part Number' field Any help welcome.

      • 🚀 WorkDrive 6.0 (Phase 1): Empowering Teams with Content Intelligence, Automation, Accessibility, and Control

        Hello, everyone! WorkDrive continues to evolve from a robust file management solution into an intelligent, secure, and connected content collaboration platform for modern businesses. Our goal remains unchanged: to simplify teamwork, strengthen data security,

      • Storage Limits

        Hello, What is the storage limitations for each user on professional edition?  Thanks, Mekki

      • Zoho Recruit Community Meetup - London 🇬🇧

        Hello Recruiters! We’re excited to announce that the Zoho Recruit team is coming to the UK for an in-person Zoho User Group (ZUG) Meetup in London! This is your chance to connect with fellow Zoho users, learn from experts, and walk away with actionable

      • Power Pivot and Data Modeling functionality in Zoho Sheet

        When will MS Excel functionalities like Power Pivot and Data Modeling functionalities be available in Zoho Sheet?

      • Global Search placement in the new UI

        Having a hard time with the global search placement in the UI redesign. Surely I can't be the only one. Previously global search placement was perfect. A bar at the top/center of the page. Exactly where you would expect it to be. Since the new UI has

      • What's New - January 2026 | Zoho Backstage

        Welcome to 2026! If you thought last year was big, buckle up. We’re stepping into this year with a singular focus: unimaginable growth, elite scalability, and performance benchmarks that leave the old ways of event management in the rearview mirror. As

      • Cliq on your mobile phone

        Some of the employees in my company get their cliq on their mobile phones but it will not let them answer the call. The employee has to go to their laptop to access it. 

      • Bulk Delete Messages in Cliq

        Isn't it possible to bulk delete messages in Cliq? I have them delivered to me as notifications from another service but most of them need to be deleted as not of value. I get dozens of them per day, and deleting them is already difficult is the "Delete"

      • stock movement report by each transaction for each item

        Dear Sir we are using zoho inventory for foodstuff and we lack the transaction report which clearly shows movement of an item from Opening balance of the month to Goods received in, Supplier return out, Invoice out, Sales return In, Transfer out and Transfer

      • Select the task view on the board in the Zoho Connect iPhone app

        Hello. How do I select the task view on the board in the Zoho Connect iPhone app? The Android app has this functionality.

      • Unable to change Company Logo

        Hi Guys, I have an issue where I've uploaded a Company image in Gif format and the logo has now got a black background whereas the logo is supposed to be black not the background. I didn't think it would be an issue so I created a PNG version to upload

      • Metadata API Access to Functions

        I think it would be incredibly helpful to have api access to every function's code. Our team primarily uses deluge functions to update fields across modules according to business logic. I would like to create a visual dependancy model for our CRM, but

      • Historical Sales Info - Blend with Finance Invoice Line Items, Access in CRM and Desk

        My company has been using Zoho One since 2021, with sales data going back through 2020. However, we have been in business much longer, and we have historical sales information that we want to have at our fingertips when talking with customers (usually

      • Next Page