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

    • Override Auto Number field?

      We are preparing to migrate from Salesforce. In Salesforce, we auto-generate a unique number on our Opportunities (Potentials). If the Opportunity results in a contract, we use that unique number as the Contract number. There are some situations where

    • Switching hosts while meeting is occuring

      We had a team meeting in Zoho Meetings this morning, but the person listed as the host had to leave the meeting early. We looked for an option to set me to host, but didn't see the option, and we incorrectly assumed that it would be like Zoom in that

    • Refund Form Can’t Reverse “Bank Charges” Line — Throws Off Reconciliation

      Zoho, When we pay a vendor, the Payment screen lets us add a “Bank Charges” amount (we post a $1 processing fee there). Perfect. But on the Refund popup there’s no matching field, so the refund can only return the net expense. If our processor sends back

    • Trigger for Validation Rules

      Currently in Zoho CRM we can set a trigger for workflows, blueprints etc in a custom deluge function But Validation Rules are missing For example if I run a custom function to update a record, it bypasses the validation rules It would be really beneficial

    • ZOHO Desk blocking emails from creating tickets

      Hi We have been noticing some issues since last week ZOHO Desk is not creating a ticket which is still in our affiliate mail box.

    • how to install desk

      how to install desk

    • How to turn off ability to share Knowledge-base article with social networks

      Is there a way to deactivate the link at the bottom of a Knowledge-base article so that it can not be shared via Facebook or Twitter?

    • Automatically Hide Unauthorized Sections from Agent Interface in Zoho Desk

      Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the user experience for agents in Zoho Desk who do not have permission to access certain sections of the system. 🎯 Current Behavior At present, when an agent

    • Is there a way to prevent a user from removing a payment method on a live, recurring subscription?

      As it stands, if you allow users to remove payment methods, they can do so on live subscriptions. This leaves the sub without a payment method. The user should be able to REPLACE the card with a new one, but not remove all payment methods. We have had

    • Assistance Required: Report Export to Excel and WorkDrive Upload via Deluge

      I'm working on automating a scheduled workflow in Zoho Creator that needs to run weekly. The goal is to: Export a report from Zoho Creator in Excel (.xls or .xlsx) format, and Upload the exported file to a specific folder in Zoho WorkDrive using a Deluge

    • Kanban View for Projects.

      At our organization, we describe active projects with various statuses like "In Proofing" or "Printing" or "Mailing". In the Projects view, one can set these project statuses by selecting from the appropriate drop-down. While this works, it's difficult to view and comprehend the progress of all of your projects relative to each other in a table. Creating a Kanban view for projects where I can move them from one status to another allows me to see where each project is in the order of our workflow.

    • Useful enhancements to Mail Merge in Zoho CRM

      Dear Customers, We hope you're well! We're here with a set of highly anticipated enhancements to the Mail Merge feature in Zoho CRM. Let's go! Mail Merge in Zoho CRM integrates with Zoho Writer to simplify the process of customizing and sharing documents

    • How can I see the actual copy sent to the specific contact?

      I have setup a journey in Marketing Automation and created addition of contact in a specific list as the trigger, emails are sending to the contacts, but I can't see the actual copy sent to any specific contact in the list. Please guide me, where can

    • Client Script for Task Module

      When do we expect the client script for the tasks module?

    • Formula Fields inside of Blueprint Transitions

      We would like to have formula fields inside of blueprint transitions. We type in currency fields and would like to see the result inside of a formula field. Our use case: Send out a price for XY 1. Filling out cost fields 2. See gross profit

    • inventory based on bills and not physical stock

      Hello, I have noticed a very annoying issue with zoho books/inventory. I use composite items. If I have an sub assembly item on back order, I am unable to make up the composite item, even when I have received the goods and it is in my stock. I have to convert the PO into a BILL in order for the item to show as 'Accounting Stock'. The problem is that the supplier Invoice is not shipped with the goods, but can follow even a week later. So I have to make the bill have a 'dummy name and number' until

    • Using Zoho Inventory for managing Item compatibilities

      Use case: Using Zoho Inventory for managing (as an example) aftermarket car parts, where a single part can suit many makes, models and years. How do most businesses assign and manage compatibility for each part? Do ZI users typically do this using multi-select

    • Unable to enter manual journal entries in AR/AP.

      Hi there, i am facing some problem relating to AR/AP. I want to make some entries in AR/AP through manual journal. for example. some time I send cash 500 to Mr. A (Customer) for any purpose and then after 2 or 3 days Mr. A returned back 700 to me and

    • Questions regarding WorkDrive

      Here are my questions regarding WorkDrive: Does WorkDrive have a limit on the number of downloads? What will happen if a file is downloaded excessively? Does WorkDrive have any restrictions on download speeds? Are there any limitations on downloading

    • How to record tips from customers

      I run a cleaning service business and on occasion customers include a tip with their check payment. How can I record the amount paid for service and the tip separately? Any amount over the invoice is looked at as an overpayment and suggest a credit note

    • Multi-currencies in Zoho Books

      I'd like to request multiple currencies in Zoho Books. I have customers paying in USD, CAD, CNY. I need to bill customers in these currencies too. I can set up a base currency, and then set up a exchange-rate table to convert these currencies.

    • I want refund of Zoho standard subscription on WEB payment

      Hi, Kindly help to refund the WEB payment made on 13/07/2025 for Zoho standard annual subscription. I didn't find the software useful for my project. Regards

    • Is Conditional display of field(s) possible in a Canvas Customer Portal?

      Is Conditional display of field(s) possible in a Canvas Customer Portal? How?

    • Automate Backups

      This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.

    • View Linked Subscription on Invoice list

      When looking at the list of invoices in billing is it possible to see the subscription that an invoice is for. This would allow you to see if it's a subscription a customer is behind on, or they simply haven't paid a one time invoice.

    • Recording Credit Card Fees when Recording Payment for Bills

      It seems I am unable to record credit card fees when paying a bill. I pay close to 100% of my bills with a company credit card via online portals. I'm happy for the CC fess to be recorded as Bank Charges but it will not allow that field to be used if

    • Workerly/Zoho One Pricing

      Hi What is the pricing model that is suppose to be as a Zoho One user? If i use the services of a freelancers or temp workers (Sometimes for a few hours a week/month), I need to purchase a zoho one license for each of them as well as workerly licenc

    • DKIM

      I have my DKIM in Titan, which is another email service provider. I get this notification on my portal. What shall I do? ( Improve the deliverability of emails sent from Zoho Social by adding DKIM (DomainKeys Identified Mail) records to your DNS settings.

    • Show All Notes For A Single Record

      I would like to be able to view a list of all Notes for a particular record. We can add several (unlimited) Notes for the Leads, Contacts, Accounts and Potentials records. The subject line and some of the note content for up to 10 notes is visible on the first page. You can select the arrow to view additional notes in the list. I would like a button next to the New Note button that says View All. This would bring up a printable list of all notes listed in descending order by Modified Time (newest

    • Zoholics Europe 2025: Build Smarter with the Zoho Creator Low-code Workshop!

      Why should you attend? This year, Zoholics Europe 2025, Zoho’s official user conference, is your opportunity to connect directly with the teams behind the tools you use every day. Don’t miss one of the most requested sessions: dedicated, hands-on workshop

    • Assigning multiple roles to a user in Creator

      Hi I find we can assign only one role and permission to an user in creator. There is a requirement to assign multiple roles and corresponding permission to one user. Is there any solution or workaround for this? Refer the screenshot below

    • 【Zoho CRM】ウィザード機能のアップデート：セクション要素の追加

      ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 今回は「Zoho CRM アップデート情報」の中から、ウィザード機能のアップデートをご紹介します。 ウィザード機能に新たに「セクション要素」が追加されました。 各ウィザード画面内で項目、テキスト、サブフォーム、ウィジェット要素などをより柔軟に整理できるようになりました。 セクション要素とは？ ウィザードの中で、関連する項目や要素をひとつの「サブエリア」 としてまとめられる新しい構成要素です。 セクション要素活用メリット 入力内容やプロセスによっては、より細かな構造や階層化が求められる場合があります。

    • Edit PDFs from within your web app using Zoho Office Integrator

      Hi users, We are excited to introduce PDF editing capabilities in Zoho Office Integrator. You can now open, edit, and collaborate on PDFs from within your web app—in addition to documents, spreadsheets, and presentations—and save them in your configured

    • Zoho CRM Workflow and Function Backup Options

      Hi everyone! I have been able to make several backups of my CRM data and noticed that the Workflows and Functions are not included in these backups. To my knowledge, there is no backup feature for workflows and functions, which is problematic in of itself.

    • Zoho Recruit > Job Opening Module> Editing, Deleting, Adding (Fields)

      Hello All In the Job Opening Modules How do i go about deleting the Positing Title or changing to Job Title or can i hide it from all? I want to add a Look Up User Field, however when i select the look up field i do not see that Can i have the industry

    • Can you create a lead without assigning an owner?

      Here is the question I have:   Is there a way I can create a bunch of leads without assigning it an owner?   What I want is for my salespeople to pick and choose their own leads without me assigning them..   right now all leads are owned by me because

    • Bug - Incorrect example in the documentation

      I found an issue in the Zoho API documentation. The example "Sample Request" on this page is incorrect — it shows the example for "Get Email Attachment Info" instead of "Get Email Attachment Content". Wrong example: curl "https://mail.zoho.com/api/accounts/12345678/folders/9000000002014/messages/1710915488416100001/attachmentinfo"

    • Power of Automation :: Dynamically generate Tasklists based on values selected in Task Custom Fields

      Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

    • WhatsApp Enhancements to Boost Customer Engagement

      We're excited to introduce a series of powerful enhancements to the WhatsApp integration in Zoho FSM, making customer interactions faster, smarter, and more actionable—right from your Zoho FSM interface. Here’s a quick rundown of what’s new: Try It Out

    • Store reviews module just got smarter in Zoho Apptics

      Hello, Apptics community! Every app deserves better visibility in the marketplace, and reviews play a crucial role in improving your app's App Store Optimization (ASO), rankings, and credibility across stores. That's why we've rolled out a set of enhancements

    • Next Page