Wrapping up 2025 on a high note: CRM Release Highlights of the year

Wrapping up 2025 on a high note: CRM Release Highlights of the year

Dear Customers,

2025 was an eventful year for us at Zoho CRM. We’ve had releases of all sizes and impact, and we are excited to look back, break it down, and rediscover them with you!


Before we rewind—we’d like to take a minute and sincerely thank you for trusting us for your businesses. This journey of 20 years with you in it, really made it what it is—Momentous!

Click on the below image to view our CEO’s vision for the next decade.
20 years of Zoho CRM

Now, let’s recall those 2025 releases!

Zia played a transformative role this year:

  1. With the introduction of  Zia Agents: A standalone agent-building studio, came agentic experts pre-built for Zoho CRM. You just need to deploy, educate, and employ: your growth advisor, personal assistant, sales coach, quote specialists, and more are just a click away. 🧞‍♂
  2. Up next, AskZia. AskZia, our conversational AI assistant got a massive do-over. Powered by LLM, AskZia can respond to you—literally! It can bring insights to the table, dissect with human-like analyses, help you with solutions and lookup references on CRM features, execute actions like module creation, drawing of workflow rules, and creation and co-creation of reports, based on your prompts.
  3. Zia LLM to act the nerve center. From drafting contextual emails to generating insightful summaries, Zia LLM can be chosen to be the AI model for Smart Prompts, without needing any keys. Your salesforce, enabled with our in-house power!
  4. Talking about Zia enabling your sales force, let’s also take a look at conversation summaries. With conversations overflowing through the pipeline, keeping up with recency and relevance in context is quite a hassle. Zia can summarize your conversations exchanged in various channels, and interpret events, sentiments, and behaviors, so that you can make the next move, your best move.
  5. Furthermore, we enhanced our Churn Predictor for accuracy. You can learn if and why your customers are going to churn, backed by factors pointing to it. With usage data from Google Analytics and soon from MixPanel, you can bring in customers’ behaviors and indicators to contribute to churn prediction.
  6. To close with, let’s look at QuickML integration. Zoho CRM and QuickML already had integration facility called the Custom AI solutions. This year, we enabled a deeper integration with Custom AI Studio. Upon the existing AI solutions, you can tailor your intricacies and your business’ precise needs to leverage your ML pipeline effectively.
Zia was all about tailoring solutions for your business needs and aiding them with functionalities. But, CRM, as such, got a range of enhancements—big, small, and everything in between.



When it comes to relationship management, user maneuverability paves the way to get things done. This year we brought so many enhancements that improve usage, convenience, and collaboration.
  1. CRM for Everyone: The Customer-centric approach that put customers and their data in the center and helped converge all customer-facing teams around. Using Team Spaces and Team Modules, businesses can collaborate, give and take data and deliverables harmoniously without any duplication, dependency, or delay.
  2. Next Gen UI gave meaning to what was built for Everyone. With Folders and sub-folders, requests and controls, Admins can organize and manage data distribution among organization modules  and team modules efficiently.
  3. New module views like Grid View, Split View, Timeline View, and Chart View helped users see their data the way they’d like. These categorization offer great clarity and direction to their pursuits.
  4. The CRM calendar got a fitting face lift with a focus to collaborative schedule management.
  5. Zia Intelligent Character Recognition is a quicker way to digitize data in physical form into Zoho CRM. Data entry is no longer a day’s work.
  6. Envisioned your template design for Canvas? Simply upload the creation, Canvas is enhanced to convert as a template.
  7. Adding elements and formatting them to look appealing can drain the designer at work. The new Canvas components Flex and Grid will help relieve this fatigue. Now, create adaptive and responsive templates without any exhaustion.
  8. Interaction view in records’ timeline depicts your customer’s journey across touchpoints and interactions with your business. You’d have the entire story in just a scroll.
  9. Connected records for context management. As customers’ data grow across CRM modules, users can connect records related to the customer.
  10. Enabling the formula fields with “Now” function to auto-refresh. This way, all those values, you’d want to be current and updated whenever your view can be achieved. If you’d like these forever-refreshing values to stop executing, you can also freeze them based on conditions.
  11. Choose the data you’d like to rollup and formulate how you’d like them to be summarized using the custom rollup option.
  12. Design what you’d like to print from CRM using Canvas Print View. From Shipping labels to Mailing labels, Canvas Print view can help generate brand-bearing labels easily.
  13. Finally, Zia generating syntax for formulas. Brief what you’d like to achieve, Zia is equipped to build and generate formulas. For formulas with lengthier syntax, this update gives a great relief.


The unrevealed secret of winning deals is to quote faster and efficiently. This year we optimized CPQ and deal management such that you can be quick to quote!

CPQ updates:
  1. Select multiple offerings in one go when you determine configure actions.
  2. Identify duplicate line items when a CPQ rule targets the same action entity.
  3. Clone product configurations and price rules for every new quotes that you are building.
  4. Zia’s suggestions makes selling intuitive. Based on pattern, frequency, and fashion, Zia can suggest product configurations that could best fit a quote.
  5. Criteria can be added for price rule configurations, paving way to offer personalized pricing structures to select customers.
 
Guided Selling:
  1. Select custom module when you setup your guided selling flow.
  2. Choose Guided selling rules for secondary lookup fields.

Deal management:
  1. Team Selling and Deal Split is a major upgrade to 2025’s  list of items. Enabling deals to be shared among other players and splitting their responsibilities as percentage, helped sales leaders assess their collaboration and reward their contribution.
  2. When converting your leads in bulk, you can choose only those fields that are essential for mass conversion, offering convenience.


Automation has been businesses’ aide even long before AI rose for public consumption. Today, even with the rise of Agentic AI, routine, recurrent, and event-based predictable automations are continuing to function without diminishing power and it is because it is Basic 🤌🏻 . To what is already efficient, we have added more power this year.
  1. Automation across team modules. With multiple teams onboarded, processes commences or stops or diverts based on user events. With team module fields participating in automation infrastructure, efficiency is easily achieved.
  2. Connected workflows to achieve automated actions based on events in the connected records. It gives your business process autonomy.
  3. Approval process got great flexibility this year. Edit records queued for approval, assigning of process admins to pivot approval flow, mandating  approval from all users in a team or roles for big transactions, and seeking approvals from top-down are enhancements that streamlined approvals.


Business is a number game. Decision makers rely on these projected numbers to stake their money on. In 2025, CRM got an interesting line of updates that have to do with numbers, reporting, and analytics.

Sales Forecasting:
  1. Zoho CRM is for Everyone. But, not everyone that uses Zoho CRM would sell. Apportioning target or tracking the performance of those who have no role to play in the pipeline isn’t valid. That’s why, we have enhanced the Forecast feature with the ability to include or exclude roles, territories, and users from participating in the forecasting activity. No more misinterpretations of lack of performance.
  2. Forecast is about predicting the future revenue. But, basing this anticipation on the expected revenue will lead to disappointments. The quoted amount is almost never the closing amount, there will be external factors affecting the final price. The deal owners or their superior are the best people to predict the fluctuations and suspect a difference.. They can propose forecast adjustments to the projected revenue, so that decision makers can make informed decisions.
  3. A forecast report is the direct reflection of the sales reps’ performances. That too, when it comes to forecasting for a period, when consistency in achieving targets isn’t met, Zia can spot these deviation and notify the sales managers of the anomalies. From seasonal dips to suspicious change of pace, sales managers can identify the change of course week-by-week and act on them.
  4. We saw about how team can share deals and accomplishments. In addition to splitting their contributions, revenue from participating deals can also be split and recorded in the forecast report of the players of the deal team.

Analytics:
When you have a lot of data at play, you’d want it to be presented as a visual. Analytics play a major role in understanding the impact of data. We brought the following representations to tell different stories.
  1. Treemap chart to depict large hierarchical datasets as nested tiles.
  2. Waterfall chart represents how data fared through a sequence set of variables. Positively influencing variable will ascend and the negatively influencing variable will descend.
  3. Sankey chart to represent flow and trajectory of data across stages.
  4. Butterfly chart to compare and contend two participating entities across various attributes.
  5. Cluster chart to represent otherwise stacked data as distinct bars, enabling easy calibration of plot values.

Reporting:
Drawing context from reports with large data sets can be challenging and time-consuming. By creating category columns, you can easily organize report data into groups or categories for quick inference and analysis.



So, we come to the point where we’d like to see our Customers succeed. This year, we engineered a massive improvement to our CX portfolio:

🎉 Presenting them in order:
  1. ABM for Zoho CRM help give undivided focus to the most valuable customer accounts in your CRM database. Identify high contributors, enrich them with market intel, segment them with customers’ subjective and objective parameters, nurture them with personalized solutions, and close deals. This extension provides growth opportunities for your business and helps convert your customers as evangelists.
  2. When customer journey can tell a lot about customers’ experiences, getting them right is very important. The revamped Journey management tool CommandCenter 2.0 is built to delight your customers at every step of their way. With smooth interface, accessible controls, unbounded stages, easy capture of Signals and contextual actions, Journey Builder in CommandCenter lets you design your customer journey right from their Zeroth moment.
  3. What your customer say about your business reflects how they feel about your business. This year, we expanded the scope of our Voice of Customer solution. It is no longer only about customers, rather the consumer market itself—and, act on them!
    1. With VoC attributes supported in Advanced filters of participating modules, finding and acting on those customers that feel a certain way was made possible.
    2. With VoC in Kiosk,  users can lookup customers records based on their response and behaviors.
    3. With configuring any module as a data source, you can bring in All reviews—known and unknown, in addition to direct responses given about your business in the external world into analyses.
  4. WhatsApp integration is already a way of business communication in Zoho CRM. We brought the ability to initiate chats manually, reply as threads, and preview audio messages sent by your customers.
  5. LINE for business integration is new this year! LINE is a popular messaging service used by a substantial number of users in East Asia. To be able to reach out to the customers in that area and further nurture them from within Zoho CRM is a capability that became dear to many!
  6. While LINE for Business integration pleased many, WhatsApp integration is still a service many business rely on to nurture their prospects and customers across the globe. Having WhatsApp as a follow-up action in Cadences, will only boost the acquisition and conversion rate for your business.

End of the day, accurate and authentic data makes all of these possible. Zoho CRM had key enhancements in this aspect this year.
  1. Data migration, by itself is a herculean job. Miss one file, the whole database could jumble. Adding them anew or importing them separately will steal away its integrity and accuracy of it. And, so we brought the ability to Upsert missing data into migrated datasets. You can choose if you’d want to overwrite data accrued in place of the missing data or replace with original data, all while preserving its original timelines.
  2. Next,  GraphAPI integration. In addition to the existing IMAP and POP options, you can now integrate your Outlook/Office 365 inbox with Zoho CRM via Graph API. Going forward, this integration sets you up to access even smarter, faster, and more connected experiences when it comes to Microsoft services.


  1. Client Script support for notes, subforms, list pages in Canvas, and Portals. Customize your business-specific actions from within your web browser.
  2. Catalyst solutions provides ready-to-use, customizable solutions to streamline bulk data processing in Zoho CRM.
  3. Users can now execute client scripts anywhere in Zoho CRM using Client Script Commands, which are accessible via the command palette or personalized keyboard shortcuts. These commands enhance productivity and user experience.
 
And, a host of MarketPlace extensions listed specifically to work with Zoho CRM.

There—those are our highlights for 2025. 

With Zoho CRM completing 20 this ‘25, these enhancements added all the more power to our milestone records.

🚩 We closed  the year with 300,000+ businesses trusting us
🚩 We are recognized as industry leaders by Destination CRM
🚩 POSTMAN called us Winner of the 2025 Developers’ choice award
🚩 Recognized by industry experts like Gartner, Forrester, Nucleus Research, IDC, and Info-Tech research group.
🚩 Winning accolades by Gartner, Capterra, and G2 consecutively


All of these were possible only because of your trust. We thank you with all our hearts. Within us, we carry a passionate yet humble determination to solve your problems and grow with you for decades to come. 

Join our stride. Let’s walk side-by-side!


I am Saranya, signing off :)

Along with me, is the entire team from Zoho CRM wishing you a Happy New Year 2026!

    • Recent Topics

    • Automation#17: Auto-Create Tasks in Zoho Projects Upon Ticket Creation in Zoho Desk

      Hello Everyone, This edition delivers the solution to automatically create a task in Zoho Projects when a ticket is created in Zoho Desk. Zylker Resorts uses Zoho Desk for bookings and handling guest requests. Zylker resorts outsources cab bookings to

    • Automation#20 : Auto-Add Ticket Tags based on Keywords

      Hello Everyone! Welcome to unveiling custom functions on our Community series. This week's post lets you add tags to your tickets automatically based on the keywords in the ticket subject and the ticket thread. Discover how this custom function helps

    • Automation#21: Track Ticket Transfers Across Departments

      Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between

    • Email Integration - Zoho CRM - OAuth and IMAP

      Hello, We are attempting to integrate our Microsoft 365 email with Zoho CRM. We are using the documentation at Email Configuration for IMAP and POP3 (zoho.com) We use Microsoft 365 and per their recommendations (and requirements) for secure email we have

    • Homepage not assignable to group

    • MS Teams for daily call operations

      Hello all, Our most anticipated and crucial update is finally here! Organizations using Microsoft Teams phone system can now integrate it effectively with Zoho CRM for tasks like dialling numbers and logging calls. We are enhancing our MS Teams functionality

    • Automation#22 Track Ticket Duration at Specific Status

      Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’s

    • Automation#23: Automate Guided Conversations in Zoho Desk with Business Hours

      Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth and

    • Address changes in quote form

      When entering a quote, the first piece of information required is the Account, which properly populates the billing and shipping address fields. Then I use the lookup function to select a contact, and when I do, the billing and shipping addresses are

    • Automation#24: Auto-Update custom field from Accounts to Tickets

      Hello Everyone! Welcome back to the Community Learning Series! This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information,

    • Kaizen #227 : Client Script Support for List Page (Canvas)

      Hello everyone! Welcome to another week of Kaizen. In today's post lets see how Client Script can be used in Canvas List Page to mask sensitive information from specific roles and add colors to Canvas List Page records based on custom criteria.This use

    • Implement Date-Time-Based Triggers in Zoho Desk

      Dear Zoho Desk Support Team, We are writing to request a new feature that would allow for the creation of workflows triggered by specific date-time conditions. Currently, Zoho Desk does not provide native support for date-time-based triggers, limiting

    • Automation#25: Move Tickets to Unassigned When the Owner Is Offline

      Hello Everyone, Welcome to this week's Community Series! 'Tis the holiday season—a time when work often takes a brief pause. The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period,

    • Automation#27: Retain Ticket Owner on Moved Tickets

      Hello Everyone! This week, we present to you a custom function that retains the ticket owner when a ticket is moved from one department to another. Here’s more to help you understand the custom function: At Zylker Techfix, Alex, the Support Engineer manages

    • Automation#28 Notify Agents on Article Expiry

      Hello Everyone! This week, we’re bringing you a feature that notifies your team when articles in the Knowledge Base are set to expire to keep your content relevant and helpful for customers. The Zoho Desk's Knowledge Base is an asset for customers to

    • Automation#29 Retain ticket status on moved tickets

      Hello Everyone, Hear out Zylker Techfix’s Success Story on Smoother Ticket Transitions! Zylker Techfix, a gadget servicing firm committed to quick repairs and timely deliveries, faced a challenge when ticket statuses changed automatically while moving

    • Automation#32:Auto Add New Portal Users to the Help Center User Groups

      Hello Everyone, Introducing a custom function that automates the process of adding new portal users to Help Center user groups, making user management effortless! By default, Zoho Desk allows you to assign new portal users to groups manually. But with

    • Automation#34 : Automate Email threading for Ticket notification

      Hello Everyone, It's been a while since we've presented an automation. However, our community has been buzzing with ideas, use cases, and discussions with our community experts and Ask the Experts session. So, here we are again, presenting an automation

    • Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros

      Hello Everyone, This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner. When managing tickets, you can use the Comment feature to communicate internally with your team and

    • Automation#36: Auto-create time-entry after performing the Blueprint transition

      Hello Everyone, This week’s edition focuses on configuring a custom function within Zoho Desk to streamline time tracking within the Blueprint. In this case, we create a custom field, and request the agent to enter the spending time within the single

    • Automation#33: Automate Splitting Names for Existing Contact Records

      An organized directory – who doesn't love one? Previously, we explored how to split contact names into First Name and Last Name for new contacts in Zoho Desk. But what about existing contacts already in your database? This week, we bring you a custom

    • Workqueue

      I really like the idea of the Workqueue generally - it will be really useful. What it seems to lack however, is the ability to customise it properly. I want to be able to show a custom view rather than just "My Leads" and "Leads Assigned in Last 3 hours".

    • Webform & spam

      Hi, We set up 2 webform on our website, fowarding the content to Zoho CRM. Since it has been opened up, we are getting lot of spam message (for now about 20 a day). To lower the amount of false new leads we added the captcha field and new enquieries are

    • Zoho CRM Web form page URL

      Hi there, I am getting quite a bit of spam through my Zoho CRM Web form and want to restrict the URLs it is submittable from. I can see that I can add Location URLs but I need to be able to just add a domain so can I enter mydomain.com/* to cover all

    • Receiving too many Spam Leads. Why?

      I am receiving so many junk leads from web forms created by zoho's platform. The junk queries are increasing day by day and are affecting our business. I am continuously following up with zoho team from the past one year but not getting any satisfactory

    • Mail Merge is not working properly as far as the AUTOMATE section is concerned

      Hi there, I created a Mail Merge template for the Deal module. I would like Deal owners to mail merge their Deal records, download the Mail Merge document as a Word doc and make a few changes before sending it to the customer. Thing is, neither the "Merge

    • 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?

    • project name field issue- n8n

      Hey guys, I have a question. I want to create a new product using the workflow. The problem is with the product name field; I don't know how to fill it in. The workflow starts with retrieving information from the leads table, retrieving links to scrape

    • Function #20: Custom calculation in item table of invoices

      When you create an invoice in Zoho Books, the 'Amount' of a line item is typically calculated as the product of the "Quantity" and the "Rate" of the item. For instance, if an item has a sales rate of $50 and a quantity of 5 is sold, then the amount would

    • Critical:- Eneble TDS filing for 26Q from the zoho book

      We currently extract TDS data from Zoho Books and manually input it into a separate TDS software to generate the FUV file and file returns. Previously, while using Tally, we benefited from an integrated feature that seamlessly recorded transactions and

    • How to track repeat customers?

      I own a food business and every order is entered into Zoho with: a unique Customer ID total order amount date of order With this information, I want to be able to see a list of my "best" customers. In other words, descending lists arranged according to:

    • Zoho Books - Breaking A Working App

      We've been using Zoho for many years now. Across all apps, entering phone numbers in standard formats was enabled in all apps. These formats are: xxx.yyy.zzzz xxx-yyy-zzzz (xxx) yyy-zzzz and we were able also to add extension numbers in these formats:

    • Build data protection into your support

      At Zoho, privacy is our principle. Every Zoho product is built with privacy as the foundation and the finishing touch, guiding every decision we make. Security, privacy, and compliance are woven into the software development lifecycle, starting from how

    • Conditional formatting: before/after "today" not available

      When setting conditional formatting, it only allows me to set a specific calendar date when choosing "Before" or "After" conditions. Typing "today" returns the error "Value must be of type date". Is there a workaround? Thanks for any help!

    • Display Client Name in Zoho Creator Client Portal Dashboard

      Hello Zoho Creator Team, We hope you are doing well. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for providing a personalized portal experience. However, there is currently

    • Customizable UI components in pages | Theme builder

      Anyone know when these roadmap items are scheduled for release? They were originally scheduled for Q4 2025. https://www.zoho.com/creator/product-roadmap.html

    • Amazon.in FBA multiple warehouse integration with Zoho Inventory

      My organisation subscribed to Zoho One looking at the opportunity to integrate Amazon.in with Inventory. But during the configuration, we understood the integration has severe limitations when it involves multiple warehouses in the same Organisation.

    • Feature Request - Set Default Values for Meetings

      Hi Zoho CRM Team, It would be very useful if we could set default values for meeting parameters. For example, if you always wanted Reminder 1 Day before. Currently you need to remember to choose it for every meeting. Also being able to use merge tags

    • Windows Desktop App - request to add minimization/startup options

      Support Team, Can you submit the following request to your development team? Here is what would be optimal in my opinion from UX perspective: 1) In the "Application Menu", add a menu item to Exit the app, as well as an alt-key shortcut for these menus

    • Ability for admin to access or make changes in zoho form without asking for ownership

      Currently in zoho form only form owner can make the changes in the form and if someone else has to make changes then we have to transfer the ownership to them and even admin also cant access it . So i think admin must have the ability or option to access

    • Next Page