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

    • Search Bar positioning

      Why is the Search bar on the far right when everything is oriented towards the left?

    • Import Error: Empty values for mandatory fields - Closing Date

      Hello, I've tried multiple times to import a CVS Potential list from another Zoho account. But the error message I get is: Empty values for mandatory fields - Closing Date There are valid dates in this field, so I don't understand why this error messages

    • Feature Requests - Contact Coloured Picklist Visibility & Field Visibility During Ticket Creation

      Hi Desk Team, I have 2 feature requests for you. Since Coloured Picklists are now available in Desk, It would be great if the colours were visible on the Related Details (Contact Information) when creating a ticket. In the screenshot below, I have 2 fields

    • Accounts Receivable Balances Differs in Balance Sheet, Customer Balance Report, AR Ageing Summary, and AR Ageing Details.

      Hello Zoho Accounts Receivable Balances Differs in Balance Sheet, Customer Balance Report, AR Ageing Summary, and AR Ageing Details. Please clarify and fix the issues here. Thanks

    • How to integrate XML with Zoho CRM

      Hi, I have an eCom service provider that gives me a dynamic XML that contains order information, clients, shipments... The XML link is the only thing I have. No Oath or key, No API get... I want to integrate it into Zoho CRM. I am not a developer nor

    • Feature Request - Ability to Customise Contact Info Card on Ticket Details View

      Hi Desk Team, I've added a "Contact Priority" and "Account Prioirty" field and it would be very useful to agents if they could see that information in the Contact Info card on the Ticket Details view. It would be great if we could choose some fields to

    • Tax in Quote

      Each row item in a quote has a tax value. At the total numbers at the bottom, there is also a Tax entry. If you select tax in both of the (line item, and the total), the tax doubles. My assumption is that the Tax total should be totalling the tax from

    • Zoho Flow integration with Facebook Messenger and Whatsapp

      Hi there,  any plans of adding integrations with Facebook Messenger and Whatsapp into Zoho Flow? Seems that more and more business are delivering automated updates such as "your order is received",  "your order has been shipped" and so on via these two platforms. Not sure if Whatsapp has the API access needed i am pretty sure that Facebook Messenger has... Kind regards Bo Thygesen 

    • Campaigns unsubscribe/manage preferences links

      Hi, Where can I edit the unscubscribe and manage preferences link in the footer of the email. I would like it so that when you click 'manage preferences' an form opens up that allows the person to choose what type of emails they do and don't wish to

    • email address somehow still not verified (?!)

      L.S. After creating a new email template in CRM I was about to send a group email to my clients, then Zoho CRM announced that they would change the sender address to some kind of Zoho-e-ddress because my email address "has not been verified". Not only

    • Marketing Tip #17: Add credibility to your online store with Review Widgets

      One of the fastest ways to build trust in an online store is to show real customer feedback right where people are deciding to buy. Third-party widgets let you embed things like Google Reviews, Instagram feeds, or even a WhatsApp chat button. These add

    • adding several team members to an Opportunity

      How can we add several team members to one opportunity for collaboration? I have researched and only found something called Deal Team which I cannot find in my CRM to configure.

    • Bulk update Profile Permissions

      Dears, What should we do if we add new forms or reports and need to update more than 20 permissions? Updating them one by one feels pretty harsh, doesn’t it?

    • Filter in fields from Jira extension

      We have installed the Jira extension so we can maken Jira issues from Zoho desk. In Zoho desk I can also see the Jira issue status for example but I can not filter on this field. I would like to setup an filter showing me the closed Jira issues. How can

    • Zoho Creator customer portal limitation | Zoho One

      I'm asking you all for any feedback as to the logic or reasoning behind drastically limiting portal users when Zoho already meters based on number of records. I'm a single-seat, Zoho One Enterprise license holder. If my portal users are going to add records, wouldn't that increase revenue for Zoho as that is how Creator is monetized? Why limit my customer portal to only THREE external users when more users would equate to more records being entered into the database?!? (See help ticket reply below.)

    • Add Reporting feature to display variance/change columns when comparing periods

      When running reports to compare periods (for example, Profit and Loss comparing current year to previous), I would like to be able to display variance columns in both (a) amount or (b) percentage.

    • Link Contacts to Billed Accounts

      Hello, I want to do a survey on all my customers of 2025. For that I want to select all contacts linked to accounts who where billed in 2025. How to I create this link to I can then use Zoho Survey with this database of contacts?

    • Pre-Zoho Sales Info - Best Way to Add to Desk / CRM

      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

    • CRM function REST API response format

      Is there a way to control the JSON response returned by the CRM function REST API? If I call a function using either OAuth or an API key it returns a 200 OK response with a string in the format shown below. I am using a particular feature of an external

    • Using MPN across multiple SKUs and inventory tracking

      I have several different SKU's that share a common MPN and would like to track inventory by MPN. SKU1 has MPN1 assigned SKU2 has MPN1 assigned Here is an example If I start with 5 of MPN 1 in stock I want each SKU1 and SKU2 to show as 5 in stock, If I

    • Unable to Access Application:

      Whenever I try to access my application from the desktop, say I am editing it and want to test something in the desktop environment I get: An error has occurred. An internal error has occurred. Please check the URL , or try refreshing the page I can edit

    • Evernote (ENEX) import limitations

      I have been with Evernote since 2010, but the latest price increase is ridiculous. I am currently testing Zoho Notebook as a replacement. I am impressed so far - if it were not for critical need to import legacy Evernote notes, I would 100% migrate to

    • Cannot see Application from Lookup field

      Hi all, I am trying to access data for an application on our account via a lookup field; however, the application doesn't appear in the dropdown at all. Can anyone shed any light on this, please? I have asked Zoho support; however, they're just as confused,

    • Zoho CRM Meetings Module Issues

      We have a use-case that is very common in today's world, but won't work in Zoho CRM. We have an SDR (Sales Development Rep) who makes many calls per day to Leads and Contacts, and schedules meetings for our primary Sales Reps. He does this by logging

    • Zoho Books integration sync from Zoho CRM does not work

      Hi Zoho Community & Zoho Support We just tried to get a sync some products into Zoho Books from CRM using the native sync and we're getting an error: "It looks like some mandatory fields you're trying to map are empty. Please provide valid field names

    • Disable Auto Send Email Notification in Invoice Creation

      Here is what I am facing Make payment via Razor Pay (All Good) Capture payload data on my webapp Send this data, along with other data to Zoho books to create the invoice However in this step - An email goes to the client + The Invoice remains as draft

    • P & L Sub-categorized accounts

      How can I show sub-categorized Income and Expense accounts on the P & L report?

    • Report showing Bill Details with Project and Sales Invoice Number

      Hi There, I am hoping that someone can help, I am looking for report that can show the bill and expense details along with project its as assigned to and the invoice number that the sales has been raised in. The goal is I can filter a customer/project

    • Advanced Payment for Inventory Items with serial numbers

      Hello, We sell equipment that we track the unique serial numbers on using Sales Orders. We can charge the customers an advanced payment, then the balance on delivery. We cannot figure out a way to do this in Books/Inventory: - Cannot part invoice a SO

    • Is it possible to restrict ZCRM user to see only custom views created by administrator

      I have segmented data in my CRM and I want to allow different users to be able to see only parts of it based on some criteria. I've tried to create and share a custom view, but then there is always an option for user to see all open lead for example.

    • Issues Logging into ZOHO

      Hello, one of my coworkers is having issues logging into ZOHO, she has requested a code when entering and the email is correct but she has not received the code. can you help us with this?

    • Google Fonts Integration in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google Fonts

    • Add Popup Rejection Metrics to Reports

      Hello Zoho PageSense Team, We would like to request improved reporting for popup interactions. Current Limitation: PageSense currently provides conversion data, but there is no clear visibility into: Popup rejections Popup closes (✕ button clicks) Dismissals

    • Ability to Reset / Reinitialize Popup Cookies

      Hello Zoho PageSense Team, We would like to request the ability to manually reset popup cookies. Current Limitation: At the moment, it is not possible to initiate a new popup cookie from the our side. Visitors who rejected or closed a popup will not see

    • Control Popup Cookie Expiration Duration

      Hello Zoho PageSense Team, We would like to request an enhancement related to popup cookie management. Current Limitation: Currently, PageSense popup cookies remain active for 365 days, and this duration cannot be modified by us. If a visitor closes or

    • Clone / Export Popup Design Across PageSense Projects

      Hello Zoho PageSense Team, We hope you’re doing well. We would like to request an enhancement that allows popup designs to be reused across different PageSense projects. Problem Statement: Currently, Zoho PageSense allows popups to be duplicated only

    • Are there settings for hyperlinks?

      Clicking a hyperlinked cell in Sheet creates this little pop-up with the actual hyperlink inside. Is it possible to have a 1-click link where if you click the cell it opens the link directly with no pop-up?

    • Automatically include all ticket attachments in the ticket resolution email

      Hello Zoho Community, We are implementing Zoho Desk in a real customer-facing production environment and have run into a limitation that is becoming a blocking requirement for our clients. The problem When a ticket is closed or resolved, Zoho Desk sends

    • Keep Zoho People Feature Requests in the Zoho People Forum

      Hello Zoho People Product Team, Greetings. We would like to submit a feature request regarding the handling of feature requests themselves, specifically for Zoho People. Issue: Feature Requests Being Moved to Zoho One Zoho People feature requests are

    • Can I write a check in Zoho Books with no associated bill?

      This currently does not seem possible, and I have a client that desperately needs this function if I am able to convert them with Quickbooks. Thank you in advance for your reply. 

    • Next Page