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

    • Zoho Mail API Error EXTRA_KEY_FOUND_IN_JSON

      I have a workflow set up in Pipedream that uses the Zoho Mail API to send emails from my account. It's worked without issue for months but today I'm getting the following 404 error for every email I try to send: { "data": { "errorCode": "EXTRA_KEY_FOUND_IN_JSON"

    • How to search (web API) for a Calls record by phone number?

      Using v8 /Calls/search web api I'm unable to to complete a search request no matter how I use the api: When I try using "criteria=" I get: response: <Response [400]> response_json: { "code": "INVALID_QUERY", "details": { "reason": "the field is not available

    • [Free Webinar] Product Release Updates - Creator Tech Connect

      Hello Everyone! We welcome you all to the upcoming free webinar on the Creator Tech Connect Series. The Creator Tech Connect series is a free monthly webinar that runs for around 45 minutes. It comprises technical sessions in which we delve deep into

    • Zoho GenAI API Error Not a valid response from zia.

      Zoho GenAI API Error Not a valid response from zia.

    • Help me to retreive my Document

      Please help me to retrieve my documents from any date between 1st February, 2025 to 20th,March 2025 .it got mistakenly deleted on the 21 of March 2025 due to phone screen malfunction I earnestly await your positive response .thank you

    • how to change the page signers see after signing a document in zoho sign

      Hello, How can I please change the page a signer sees after signing a document in Zoho Sign? I cannot seem to find it. As it is now, it shows a default landing page "return to Zoho Sign Home". Thanks!

    • Look Up Field Type not available for events and tasks?

      Look Up Field Type not available for events and tasks?    

    • I cannot check out to Zoho People.

      When I tried to check out today, there's prompt that inhibits me to check out: To add entry in Attendance, log time for any of your jobs

    • Digest Juin - Un résumé de ce qui s'est passé le mois dernier sur Community

      Bonjour à toutes et à tous, Ce mois-ci encore, tout s’est enchaîné à toute vitesse ! On vous fait un petit récap de ce qui a marqué ces dernières semaines. Zoho RPA est une solution robuste d’automatisation des processus, conçue pour s’intégrer aux systèmes

    • Different Transaction Series for Different Types of Sales

      Is there any way I can create multiple transaction series for different type of Sales? Say B2B-001 and B2C -001 for respective type of Sales.?

    • Unable to charge GST on shipping/packing & Forwarding charges in INDIA

      Currently, tax rates only apply to items. It does not apply tax to any shipping or packing & forwarding charges that may be on the order as well. However, these charges are taxable under GST in India. Please add the ability to apply tax to these charges.

    • Customer Advance Zoho Book API

      All I could find was Customer Payment API, it does not have facility to add customer advances, where those are not linked to any invoice as such. How to do it?

    • Even though the received amount+tax is equal to or lesser than the invoice value, zoho doesnt allow to record

      Even though the received amount+tax is equal to or lesser than the invoice value, Zoho mentioned the error- you've recorded more payment than the actual invoice balance. please check again. screenshot also attached.  You've recorded more payment than

    • Multiple deductions in invoice

      I issue invoices to a customer that include multiple deductions that I would like to track in different expense accounts. But that is not possible in Zoho Books as there is only one Deduction field and even that I don't have control over to assign it

    • #BiginnersTips | How to bulk update closing dates for multiple deals in Bigin

      Hello Biginners! Keeping your CRM data accurate is crucial for any business- big or small. One key aspect is ensuring that closing dates for deals are always up to date. Why? Because if a deal is closed but not updated, your dashboards and reports would

    • 采购里出现付款通知 的错误

      采购里面出现付款通知错误，怎么调整，我找不到路径，好像是ZOHO 自动生成的，请问怎么调整

    • {"code":1002,"message":"Statement of Accounts does not exist."}

      Hello Zoho team, I faced an issue while trying to POST a sales order from sap to zoho books, using the below data packet: {   "customer_id": "4322967000027451968",   "line_items": [     {       "item_id": "2154170000010847685",       "rate": "752.00",

    • Add Custom Fields only in Customer module and not on supplier module!? Is not there a way to do that!?

      I am trying to create custom fields on clients module but it also gets created on suppliers module; which of course does not make sense at all as a lot of custom fields are client or supplier specific but never both. I am missing something? This seems

    • Logging website service fees

      Hello, I do a lot of freelance work on sites like Upwork and Wyzant and others and those companies take a small cut from what I pay or what I earn and I am wondering what is the correct way to log this in my books. For example if I charge $55 per hour

    • How do i clear a liability account without making a payment?

      I have a liability account with a provision for an expected bill from previous years. However the bill never arrived and the provision/liability account with Cr balance has been carried forward for many years now. How do i know clear the provision made

    • 2 Transactions for single Expense

      I have make 2 payments and have 1 Invoice containing both the items. My Bank Feeds show 2 Transactions, How can i associate them with Single Expense? I tried adding them to Advance Payment, but advance payment I can only apply to Bills It seems. Why cant

    • Everything AI in Zoho Recruit – Webinar Recording Available!

      AI is transforming the way recruiters find, engage, and hire top talent. In our latest webinar, we explored how Zoho Recruit’s AI-powered features can help streamline hiring, automate workflows, and improve decision-making. Missed the session? No worries

    • Introducing the FTP task in Deluge

      Hello everyone, We're excited to announce the launch of the FTP task, a powerful addition to Deluge that enables you to effortlessly transfer files between various Zoho apps and your own servers. Unlike the invokeUrl task, which supports various HTTP

    • Custom widgets on Zoho one dashboard

      Is it possible to create custom widgets on the Zoho One dashboard? I see there is a widget name My Open Tickets to display open tickets in my view, but I would also like to have a widget to display unassigned tickets. A widget to display unfinished projects

    • Data privacy concerns

      Does Zoho team have access to my data in the database e.g. Balance Sheet, Bank account transactions, Profit & Loss statement etc.

    • Ability to Remove/Change Zoho Creator Admins via Zoho One Interface

      Dear Zoho One Team, Greetings, We would like to request a feature enhancement in Zoho One. Currently, it is not possible to remove or downgrade a user with the Admin role in Zoho Creator from the Zoho One admin interface. Unlike other Zoho apps where

    • Zoho Sheets

      Are they ever going to set up the feature "where I left off" just as you can do in Microsoft Excel online ? For me that is the only feature missing from Zoho sheets other than that I think they are terrific and use them every day. I only occasionally

    • Canvas Detail View Related List Sorting

      Hello, I am having an issue finding a way to sort a related list within a canvas detail view. I have sorted the related list on the page layout associated with the canvas view, but that does not transfer to the canvas view. What am I missing?

    • Mass Update in Zoho CRM

      Hello, I want to update my past update records by using deluge on some conditions. anyone can please tell me how can I do it.

    • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

      Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

    • Action requested: Retain your sales journey configuration in Path Finder

      Dear Customers, We hope you're well! As you might know, we're completely overhauling our journey management suite, CommandCenter, and are in the last leg of it. As a means of getting ready to go live, we will be announcing a series of requests and updates

    • search layout in new version

      Hello where is the menu for customizing search fields (module search layout) in the new zoho version (2016) ?? thanks nono

    • Zoho Marketplace Analytcis

      Hi Team, Our Zoho Marketplace Dashboard is not showing any data. What do you think we could do?

    • if i have zoho one can i upgrade some of my staff from crm to crm plus within my organisation?

      if i have zoho one can i upgrade some of my staff from crm to crm plus within my organisation? Or because I have many licenses of ZOHO ONE , IF I upgrade some staff to ZOGO CRUM PLUS. they will not be on the same organisat

    • The problem with Commerce ownership changing

      Hi, I am changing the ownership of the company and trying to delete the previous user-owner. I changed the owner of the company from user Tatiana to user Eugene. Eugene is the owner of the organization. It's OK. I am now trying to remove the user Tatiana.

    • Secondary Emails

      I am having issues deleting a secondary email address from a couple of our users and need help. When in Directory, manage email addresses, I click the trash icon by the email address and confirm I am trying to delete the email. I click continue and I

    • Zoho Books | Product updates | June 2025

      Hello Users, We’ve rolled out new features and enhancements in Zoho Books, from the option to record advances for purchase orders to dynamic lookup fields, all designed to help you stay on top of your finances with ease. Introducing Change Comparators

    • Widget Upload to CRM Fails with “Page Not Found” – Even with Correct Index Path

      I'm building a simple widget to export Contact data to CSV in Zoho CRM, triggered via a custom button. The widget uploads cleanly, appears in the widget list, and is successfully assigned to a Contact detail view via a custom button. But when clicked,

    • Account disabled

      I have an issue I need help with. Whilst trialing ZOHO CRM I created the following: Account1 (-------------) using m__ame@m__rg___s__i__.___.__ and 2 personal emails Account2 (-------------) using a personal email and 2 users _al__1@______________._o_.__

    • How can we manage the tags in ticket

      Allowing agents to use Tags indiscriminately can cause havoc. We could not find tag management where 1. The admin can create Tags beforehand for use by Agents 2. Permission can be allocated which roles/profiles can use existing tags or add new tags 3.

    • Next Page