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

    • Formatting and slow

      Creating campaigns are difficult.  I'm fairly computer literate but some of the way Zoho Campaigns formatting works is painful.  Images fail to upload or are very slow. To top it off, syncing the contacts is a pain as well as temperamental links to create Segments. At this rate I'm afraid we might need to migrate back to Mailchimp.

    • Boost your Zoho Desk's performance by archiving tickets!

      The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually lead

    • Paste emails to create segment

      We are moving over from Mailchimp to ZOHO. However Mailchimp allows me to create a segment by pasting in emails from excel (or importing a .csv) can I do the same in Mailchimp?

    • Getting the Record ID of a form once it is submitted - so that form can be edited later

      In Zoho Forms, where can I access the record ID of a form once the form is submitted? - Record ID is not available in webhook payloads - It is not available to form fields, including in formulas - It is not available as a parameter in a thankyou page

    • Auto-Generate Line Numbers in Item Table Using HTML & CSS Counters (Zoho Books & Zoho Inventory Custom Templates)

      <div> <style> /* Start counter from 0 inside tbody */ tbody#lineitem { counter-reset: rowNumber; } /* Increment counter for each row */ tbody#lineitem tr { counter-increment: rowNumber; } /* Show counter value in first column */ tbody#lineitem tr td:first-child::before

    • Possible to define default font and size in Zoho Campaigns?

      Is it possible to define a default font (font, size and colour) for the text, H1 and H2 in Zoho Campaigns? For example: In a campaign, I add a text block, and the text is automatically century gothic, size 11, grey (6f6f6e) by default? Thank you!

    • Zoho Sites - General Feedback

      Hi Everyone-- Quick question for discussion: is it me or is working with Zoho Sites like entering the Twilight Zone? I've built many sites over the years, but this platform seems impossible. I've spent an entire day and a half trying to get a simple one-color

    • File Upload field not showing in workflow

      Hi, I have added a field on Zoho CRM. I want to use it in a workflow where that particular field is updated based on another field, however it is not showing up in the field list to select it in the workflow. Why is this please?

    • You cannot send this email campaign as it doesn't have any eligible contacts in the selected mailing list. You can try adding contacts or choose other mailing lists.

      please help

    • Strengthening the capabilities of CommandCenter in Zoho CRM Plus

      When you look at the prospect-to-customer journey in most businesses 10 to 15 years ago, it was relatively straightforward. Many of us remember walking into a store, sharing our requirements with a sales associate, reviewing a few options, and making

    • World date & time format

      Hello, Is there a timeline to get the worldwide used date and time format ? I mean not the american one... I mean day month year, and 24 hours clock. Regards

    • Announcing Kiosk 1.1 - Customize screen titles, configure new fields & actions, use values from your Kiosk to update fields, and more.

      Hello all We are back again with more enhancements to Kiosk. So what's new? Enhancements made to the Components Add titles for your Kiosk screens and adjust its width to suit your viewing preferences. Three new fields can be added to your screen: Percentage,

    • Any recommendations for Australian Telephony Integration providers?

      HI,  I am looking for some advice on phone providers as we are looking to upgrade our phone system, does anybody have experience with any of the Australian providers that integrate with CRM Telephony? So far we are looking at RingCentral and Amazon Connect, and would love to hear feedback on any of the other providers you might have tried.  Thank you

    • Zoho Campaigns Workspaces

      Hi, I’m currently working on a Zoho CRM + Zoho Campaigns setup for a franchisee-based organization, where each franchise must only see and use its own contacts. At the moment, franchisees cannot properly access their contact lists in Zoho Campaigns unless

    • Limited System because of Limited Number of Fields for Car Dealership

      Dear Zoho Support, we want to have all the information about a car inside of a car record. We want to have Zoho CRM as our single source of truth for our data, but the limited number of fields are not allowing that. The data consist of: technical data

    • Newsletter in multiple languages

      Hi We are planning on starting to use Zoho Campaigns for our newsletters. Since we send our newsletters in three languages, I would need the "unsubscribe page" and other pages related to the NL (Thank you page and so on) to be available in different languages

    • Fixed assets in Zoho One?

      Hi, We use Zoho Books and have the fixed asset option in it. I started a trial for Zoho One and I do not see that as an option. Is the books that is part of zoho one equivalent to Zoho Books Elite subscription or is it a lesser version? Thanks, Matt

    • Set Default Status of Assembly to "Assembled" When Entered in UI

      I've just discovered the new "confirmed" status of Assemblies within Inventory. While I understand the intent of this (allowing for manufacturing planning and raw material stock allocation), it was initially confusing to me when manually entering some

    • I need to Record Vatable amount and non vatable amount separately in zoho books in a single line

      I need to Record Vatable amount and non vatable amount separately in zoho books in a single line give me the customisation option and in invoice copy to customer the total amount should be inclusive 5%vat and no need to show the vatable and non vatable

    • Sort Legend & stacked bar chart by value

      I'd love to see an option added to sort the legend of graphs by the value that is being represented. This way the items with the largest value in the graph are displayed top down in the legend. For example, let's say I have a large sales team and I create

    • Scanned Doc - selecting Item overwrites Rate

      I have a Vendor Invoice which was uploaded to Documents. I select Add To > New Bill. The OCR is actually quite good, but it is reading an Item Description instead of an Item Number. I remove the description and select the correct Item Number... and it

    • Timesheet invalid data error

      Getting the "Invalid Date" error when trying to add a time sheet to an appointment in a work order. I initially though the work order was corrupt or something so I deleted the work order and recreated it. I added the first time sheet to the AP and saved

    • Convert invoice from zoho to xml with all details

      How to convert an Invoice to XML format with all details

    • Any update on adding New Customer Payment Providers who support in store terminal devices?

      Currently there is only one Customer payment provider listed for terminal devices in USA- Everyware. They charge a monthly fee of almost $149 minimum. Will you add other providers - like Zoho Payments or Stripe or Worldpay that would allow integrated

    • Dealing With One-Time Customers on Zoho Books

      Hello there! I am trying to figure out a way to handle One-Time customers without having to create multiple accounts for every single one on Zoho Books. I understand that I can create a placeholder account called "Walk-In Customer", for example, but I

    • Passing the image/file uploaded in form to openai api

      I'm trying to use the OpenAI's new vision feature where we can send image through Api. What I want is the user to upload an image in the form and send this image to OpenAI. But I can't access this image properly in deluge script. There are also some constraints

    • "Temporary" Field Value?

      I have a custom action in Form A report Detail View that passes the Rec ID and updates a Temp Record ID lookup field in the Form B record via openURL (and opens the Form B report in popup) . The updated Temp Record ID field value in Form B is then used

    • File Upload field automatically replaces spaces with underscores – support experience

      Hi everyone, I want to share my recent experience regarding the File Upload field behavior in Zoho Creator and my interaction with the Zoho support team. When a user uploads a file, the system automatically renames the document by replacing spaces in

    • We Asked, Zoho Delivered: The New Early Access Program is Here

      For years, the Zoho Creator community has requested a more transparent and participatory approach to beta testing and feature previews. Today, I'm thrilled to highlight that Zoho has delivered exactly what we asked for with the launch of the Early Access

    • Queries on Project-Based Inventory Consumption and Proforma Invoice in Zoho ERP

      We would appreciate your clarification on how Zoho ERP plans to handle the following: Project-based inventory consumption without itemized sales orders Accurate project cost tracking along with inventory reduction Proforma Invoice usage We look forward

    • Applying Excess Payments & Conflict Invoices Due to Cancelled Items

      I’m running into several issues that appear to stem from deeper-than-expected overlap between Zoho Finance (Books/Inventory) and Zoho POS. The level of coupling between these systems seems greater than what was originally communicated, and it’s leading

    • Zoho Sprint Backlog View, filter by item status

      Hello, In Zoho Sprints, it would be great to be able filter out specific items in the Backlog based on their status. We would like to track items that were Removed from our backlog without seeing them constantly in the Backlog view, as this view should

    • WATERFALL CHART IN ZOHO ANALYTICS

      Hi Team, I would like to know whether Zoho Analytics currently supports a Waterfall Chart as a built-in visualization type. If yes, could you please share the steps to create one? If not, is there any workaround or recommended method to build a Waterfall

    • Export contacts from Bigin's mobile app to your Android device

      Hello everyone! We're happy to announce that you can now export customer contacts from the Bigin mobile app to your device. Scenario A small-scale business owner has two pipelines in Bigin—one for procuring raw materials and the other for selling his

    • ASAP iOS SDK – Xcode Compatibility Update

      Hello everyone, We have been delivering the ASAP iOS SDK developed using Xcode 16.1 to provide Help Center support within mobile applications. Thus, ASAP iOS SDK versions upto 4.5.8 are compatible with development environments running in Xcode 16.1 and

    • Sub form auto field population based on parent form

      I have a parent form called "Sites" with a text field called "Site". I have a subform called "Design Comments" (actual form name "Review Comments") with a lookup field name "Sites1" that looks up from the Sites form. I want the Sites1 lookup field to

    • A note-taking app right inside your project management space

      How do you feel when you check off the last task from your to-do list after a long day at work? Euphoric, blissful, satisfied? Now, imagine completing the same checklist from your PM platform, without juggling tools. Sounds simple and handy? That’s exactly

    • Email Forwarding: Maintain business continuity

      As an administrator, ensuring uninterrupted email communication is critical when a role-based employee is unavailable due to extended leave or a temporary role change. Emails from customers, partners, and internal teams must continue to be received and

    • Tip #61- Collaborate live with Invite Technician- 'Insider Insights'

      Hello Zoho Assist Community! From the series of Technician Console, we will be exploring Session. Let's jump right into a brief overview. We’ve all been there: you’re deep into a complex remote session, and you realize you need a second pair of eyes.

    • How to integrate Zoho CRM, Zoho Forms and a WIX Web Site

      Attached video demonstrates how to use Zoho Forms included in Zoho One, to design a Contact Us form to be embedded into a WIX web site and integrated into Zoho CRM.

    • Next Page