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

    • IMAP Communication Problems - IMAP Down Again

      We are experiencing the same problems over the last week or so that were supposedly 'solved' according to this thread. Zoho Imap Down Again This is affecting attempts to use IMAP on multiple ISPs and users so is definitely narrowed down to Zoho problems.

    • Make the Flexible User Pricing actually flexible - allow bundled apps to be licensed individually

      The 'Flexible User Pricing' is not flexible! Please make it flexible. Allow bundled apps to be licensed individually. Although Zoho One offers nearly all Zoho apps, one has to choose which apps to include in the bundle when joining Zoho One. Any included app is forced into Zoho One licensing. The unfortunate implication of this is that one cannot add an individual app user license for any of the bundled apps. If you try to add a user in any bundled app, it will redirect you to Zoho One licensing

    • Can't login to Zoho mail

      I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a few

    • Hotmail is STILL blocking the zoho mail IP

      Greetings, as I already mentioned in my last message, my Zoho IP has been blocked by Hotmail for more than 15 days. Although someone said that the issue was "solved," it still isn't, and this amount of time seems neither normal for a "serious" company,

    • Keyboard shortcut M key

      I'm trying to customize my keyboard shortcuts and assign the "m" key. But it says the key is already assigned. I've looked through all my shortcuts and can't see any assigned "m". When I select an email and press the M key, nothing happens. What is the

    • Manage customer access across multi-brand help centers

      Hello everyone! Managing customer's access across multiple brands has been streamlined with the ability to invite, reinvite, approve, reject, and deactivate contacts individually for each help center brand . This enhancement gives administrators precise

    • White Label certificate

      Hi all, About 72 hours ago, we fulfilled all steps for white labeling (CNAME to point to mail.cs.zohohost.eu), but since then the configuration page is now stuck at "generating certificate" since 3 days. When I execute an NSLOOKUP mail.webfoundry.be it

    • Unusual activity detected from this IP. Please try again after some time

      When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help

    • How to add a new domain in my account?

      Probably zoho has the worst UI in the market. Cannot add a new domain to manage a new email address.

    • Report sorting not working

      I make extensive use of Summary reports and Pivot Tables. Most of these reports are structured such that I have several columns of "information" data that I want displayed, followed by one or more "Data" summarizations. For example, I have the following

    • New Enhancements in Wizards

      Dear All, Wizards help you break a long form into a series of smaller forms on different screens, making it less overwhelming. We are thrilled to introduce a couple of enhancements to wizards in Zoho CRM: Enhancements for conditional rules in Wizards

    • Find and Merge Duplicates to trigger webhook

      My sales team uses the Find and Merge Duplicates feature often to cleanup records in the CRM. We use webhooks to signal to our internal tools database when new Contacts are created, updated, or deleted, in order to keep our DB in sync with Zoho CRM. However,

    • Charting the 2025 Voyage: Zoho Invoice's Year in Review

      2025 has been a year of progress, productivity, and purposeful growth for Zoho Invoice. From expanding into new regions to refining everyday workflows, each update was designed to help businesses stay compliant, get paid faster, and work with confidence.

    • How to Hide System-DefinedTemplates in Service Report

      Is there any option available to hide system-defined templates? these templates are causing confusion for field users.

    • WhatsApp Report in Bigin CRM

      Reporting feature for Bigin CRM’s integrated WhatsApp that provides insights such as: Number of WhatsApp conversations closed Number of messages sent and received Number of conversations replied to Response and closure metrics for WhatsApp chats More

    • Issue with Azure DevOps Integration in Zoho Flow

      Hello, All workflows between Zoho Flow and Azure DevOps have stopped working for several days now. Upon further investigation, it seems that the connection to Azure DevOps is no longer directly supported. Indeed, Microsoft has deprecated the Azure DevOps

    • Narrative 16: Simplify with workflows

      Behind the scenes of a successful ticketing system: BTS Series Narrative 16: Simplify with workflows What is a workflow? A workflow organizes business tasks in a defined sequence that makes each step clear to all participants. This ensures work is completed

    • Zoho Invoice Customer Login Portal

      Are there any plans for a customer portal to Zoho Invoice, ala Freshbooks?  I would like customers that I invoice to be able to login to review invoices and invoice history.  I have not switched from Freshbooks for this very reason.

    • Random Leads are being created

      Hi, Every few days I am getting random leads that are being created with no form interactions at all. The email addresses are from obvious spam, such as 'Easymerchantsx'. When I look at the timeline, there is a Visit record and then a Lead Created record,

    • Print a price list or price book

      Hi Community. Am I right in concluding that Zoho has no functionality to print a price list from either Zoho CRM, Zoho Inventory or Zoho Books? I won't get stuck on the fact that Zoho doesn't sync price books between Zoho CRM and Books/Inventory (more

    • Bar Chart -- sort X-axis

      Hi! I created a bar chart ("Top 10 Products by Revenue") X-axis: Product Name Y-axis: Revenue Filter: Revenue - Top 10 Here's a picture: http://screencast.com/t/ZTJlZTdkNz The x-axis is sorted alphabetically by Product Name. How can I force it to sort numerically by Revenue?

    • ZoHo Flow Custom Function not Processing JSON

      JSON is being escaped and converting all the quotes in the JSON to '"' Here's the Code: void InsertRowInE123EligibitySheet(map input) { rawData = get("data",""); decodedData = rawData.htmlDecode(); data = decodedData.toMap(); sheet_id = "ID GOES

    • Managing functions

      Can someone let me know if there are any plans to improve the features for managing functions in CRM? I have lots of functions and finding them is hard. The search only works on the function name and the filter only works on function type. I have created

    • Zoho FSM - Service Appointment Trouble Adding Field Agent

      Hello, I just started using Zoho FSM and I'm currently adding older work orders from prior Field Service application I use. The work order that im trying to add is from an earlier date, and when I try to add a field agent to a service appointment it does

    • 年内最後のユーザー向けイベント：5名限定！ 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ (12/18)

      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。 12月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 参加登録はこちら（無料） https://us02web.zoom.us/meeting/register/QHn6kJAcRs-znJ1l5jk0ww ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的とした「Zoho ワークアウト」を開催します。

    • How do I get my account id?

      Hello, I followed the instructions to get a list of accounts of the currently authenticated user (which is me, and I am logged in). But when I follow the below instructions I get the following error: ERROR: {"data":{"errorCode":"INVALID_TICKET","moreInfo":"Invalid ticket"},"status":{"code":400,"description":"Invalid Input"}} Instructions that I am following: GET - User account details Purpose The API retrieves the list of accounts of the currently authenticated user.  Request URL  http://mail.zoho.com/api/accounts

    • Zoho Quartz Screen Recording

      Hello, can we get access to Quartz, please, as a standalone solution? It would be great for creating training videos for current and future staff on how to use Zoho software according to our company requirements. Thank you

    • auto close automated alert tickets which are similar

      Hello ZOHO Community, we are using ZOHO Desk to process automated monitoring alerts. Scenario: Our monitoring system creates a ticket when a threshold is exceeded, e.g. Subject: Computer 1 – CPU usage 100% – Error A few minutes later, once the issue resolves

    • Maintain knowledge base integrity by moderating article comments

      Hello everyone, A knowledge base provides a self-service platform where customers can refer to articles, user manuals, and other resources to learn about the company's products or services and troubleshoot problems. Often, readers leave a comment on the

    • Making another calendar your default calendar

      I am trying to make another calendar my default calendar when I add events to it. It keep going to a single calendar, I need it to go to my google calendar by default, as this is linked to other services / websites. I cannot find an option to make it

    • Option to Delete Chats in IM

      Currently, there is no option to delete any chats in IM, regardless of their source.

    • Referencing a cell from another sheet

      My workbook has multiple sheets. Each sheet has some calcluated totals in certain cells. The front master sheet has a list of everything that is detailed on the other sheets, with the totals. These could change at any time, so the totals need to be references to the other cell's value, not a fixed number. So on the master sheet, I put in =, then go the other sheet and choose the cell and hit Enter. In regular Excel, this works. But in the Zoho sheet, it doesn't work. I have to edit the result by

    • Group mail for external email addresses

      Hello, I was just wondering if the Group mail feature works with external email addresses - e.g. gmail.com or a completely different domain? it seems only internal addresses (hosted with Zoho) receive the mail. Thanks, Oliver

    • The email address you have entered belongs to a different deployment/region.

      Hi, I am trying to create the user - mprust@crombiecomputers.co.uk but keep getting the message below -  The email address you have entered belongs to a different deployment/region. Please contact support@zohoaccounts.com for assistance. Look forward

    • Use Zoho Flow Credits for CRM ‘Actions by Zoho Flow’

      Hello Team, We would like to submit a feature request regarding credit usage for “Actions by Zoho Flow” in Zoho CRM. Use Case: We are Zoho One users and actively use Zoho Flow, where our organization has 52,000 Flow tasks per month. In Zoho CRM, we use

    • Unusual activity detected from this IP. Please try again after some time.

      Hello Zoho admin and IT team We are a registered website in Eloctronic services and we been trying to add our users to the zoho system but this issue faced us ,, hope you unlocked us please.

    • Alert if a field is ticked.

      Hi There, We have two modules named Opportunities (Deals) and End Users (CustomModule1), as per the image below. Within Opportunities, we have a lookup field that looks up from the End Users Module. We are looking to get an alert either via email or another

    • Zoho CRM Analytics - Allow To Reorder Dashboards

      I would like to suggest that you add the ability to reorder dashboards in the Analytics Module. I can see that this has been requested some time ago, the latest 9 years ago. I am not sure if this is a big or small endeavor, but such a small fix can go

    • Sending a Template to Sign

      hi, trying to send a template to be signed using this as a test: $accessToken = "1000.xxx" $templateId = "1234" $uri = "https://sign.zoho.eu/api/v1/templates/$templateId/createdocument" $payload = @{ templates = @( @{ template_id = $templateId request_name

    • Adding Choices in a Sub-Form Dropdown

      Hi, Has anybody tried Adding Choices to a Dropdown in a Zoho Creator Sub-Form programmatically? My Deluge code adds rows to a subform with 2 fields A and B. A - text field. B - dropdown. My Deluge script adds the row and displays A successfully. For the

    • Next Page