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

    • Exciting Updates to the Kiosk Studio Feature in Zoho CRM!

      Hello Everyone, We are here again with a series of new enhancements to Kiosk Studio, designed to elevate your experience and bring even greater efficiency to your business processes. These updates build upon our ongoing commitment to making Kiosk a powerful

    • Edit default "We are here to help you" text in chat SalesIQ widget

      Does anyone know how this text can be edited? I can't find it anywhere in settings. Thanks!

    • PO Based Advance payment to Vendor

      We recommend to introduce a provision at PO to make advance payment to vendors and auto apply that advance paid later at the time of Vendor Bill submission for that PO. This will help us track PO-wise Total Payments.

    • Converting Customer Invoice to Purchase Bill

      Hi, In my service-based business, I sometimes create the customer invoice first, and later I receive the purchase bill from the vendor for the same job. Is there any option in Zoho Books to: Convert a customer invoice into a purchase bill, or Link/associate

    • Getting Project Template List using the REST API

      I am trying to confirm that I can use the REST API to create a project using a project template. The API documentation indicates this is possible by providing the Template ID, but it is not clear at all how to get a list of available Project Templates

    • How to get Quickbooks Desktop Info into Zoho?

      Our team has used Quickbooks desktop for years and is looking at switching to Zoho books in 2026. I want to bring all old sales history over since we use Zoho CRM. I can export Item sales history and generic sales orders from Quickbooks desktop. How do

    • ZeptoMail API Request

      We tried to send mail using ZeptoMail using Django. Following is my payload {'from': {'address': 'abc@abc.com'}, 'to': [{'email_address': {'address': 'xyz@xyz.in', 'name': 'Bhavik'}}], 'subject': 'Report Name', 'htmlbody': '<p>Test</p>'} Following is

    • Zoho Inventory - Allow Update of Marketplace Generated Sales Orders via API

      Hi Inventory Team, I was recently asked by a client to create an automation which updated a Zoho Inventory Sales Order if a Shopify Order was updated. I have created the script but I found that the request is blocked as the Sales Order was generated by

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

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

    • Mass import of documents into Zoho Writer

      I'm using Google's word processor at the moment but feel that Zoho does a better job (on the online apps market). Iwant to move my documents (about 50-70) to Zoho but it seems to me that I have to import them seperately. Is it already possible to upload several documents at a time or is this a forthcoming feature? Cheers Rolli :?:

    • Add home page or dashboard in CRM customer portal

      is it possible to add home page or dashboard in CRM customer portal?

    • User Tips: How to change the the label display name of a system defined field

      Most users know how to change field label names via Settings > Modules & Fields but if you want to change the name of a system defined field you can’t as there is no “edit properties” option.  However with a simple hack you can edit any system defined

    • Search not working!

      I have items in my notebook tagged but when I search for a tag nothing comes up! Any fix for this?

    • Zoho CRM Community Digest - October 2025 | Part 1

      Hello Everyone! Here's a quick recap of first two weeks of October! Product Updates: Zoho CRM Android App Update: Surveys, Blueprints, and Smarter Mobile Features! Zoho CRM’s Android app just got a useful upgrade. You can now share records, upload your

    • Automate onboarding emails with CRM Workflow and Accounts module

      We’re a B2B SaaS company selling to public-sector organisations. Each organisation is stored as an Account in Zoho CRM, and each organisation typically has multiple associated Contacts. Our backend syncs product-usage data (setup status, user activity,

    • Using a CRM Client Script Button to create a Books Invoice

      Hello, I need help handling error messages returned to my client script from a function. The scenario I have setup a client script button which is available from each Deal. This CS executes a crm function, which in turn creates an invoice based on the

    • Important update: Enhanced security measures for account operations in Zoho Cliq

      Greetings from the Zoho Cliq team! We’d like to share an important security update that has an influence on some admin actions such as password reset, MFA reset, and MFA backup code generation. What’s changing? With our latest security enhancements, these

    • Sales Receipts Duplicating when I run reports why and how do we rectify this and any other report if this happens

      find attached extract of my report

    • No Functional Autosave or Manual Save Button

      Application : Zoho Notebook So I wanted to try Zoho Notebook(On Ubuntu) as an application, I installed the application and went solving my LeetCode problems visually(Drawing mode), at one point the app just stopped saving anything... Every time I tried

    • Enterprise subscription support

      My organization sells subscription services to enterprise customers, which is a different model from the consumer subscription model that Zoho Billing has been designed to support and I beleve this capability should be added. An enterprise subscription

    • Issue with Creator's IF logic

      Hi, I found the following code produces unexpected results: if(-1.0 < 0.0000000) {       info "True"; } else {       info "False"; } if(-1.0 < 0.000000) {       info "True"; } else {       info "False"; } The output returned is: False True However, the

    • Need option to send Package PDF in shipment email (Shipment PDF is missing Lot info)

      Is there any way to automatically attach the Package PDF instead of (or alongside) the Shipment PDF in the notification emails? We really need this feature because the default Shipment PDF creates a blind spot for our customers. It does not display Batch/Lot

    • zoho creator view is not present in the workspace and blank reports

      Hi Support,  Users who have "write" permissions keep getting this error for all of our embedded reports all of a sudden. See screen shot below: Meanwhile, my developer permissions account sees a blank screen in view and edit mode as shown in the screenshots

    • Customize portal email template

      Can i fetch only first name of the user in portal email template instead of the below code Hi ${User.FULL_NAME}

    • Can't we let users decide which options they'd like to add at embed widget?

      It seems embed widget DOES NOT offer a feature, where users can choose options upon subscribing plans. What Zoho has instead, is that admins have to manually create plan with options. How come no one in Zoho dev team never raised issue about usability

    • Reupload and rename from one field to another field (file upload)

      Hi Everyone, Sorry, i have question to use invoke url for rename and reupload attachments file to another field. Tested on development mode. Zoho C6. Refer to https://www.zoho.com/creator/help/api/v2/upload-file.html look my error notification. Does anyone

    • Printing Multi-Page Reports (PDF Export)

      Hi, I am moving a report from Google's Looker Studio to Zoho Analytics and trying to reproduce the Looker page by page dashboard editing experience. With Google, what you see is what you get when you print to PDF. But I can't seem to create the same experience

    • Resume Harvester: New Enhancements for Faster Sourcing

      We’re excited to share a set of enhancements to Resume Harvester that make sourcing faster and more flexible. These updates help you cut down on repetitive steps, manage auto searches more efficiently, and review candidate profiles with ease. Why we built

    • I NEED TO NUMBER TO TEXT NO HERE

      =NUMBERTEXT NEEED

    • Error: View is not present in the workspace

      When saving a dashboard, user receives a popup with the following error. "View is not present in the workspace" What does this mean or refer to? There is no further insight given.

    • Dear Zoho CEO: Business Growth is about how you prioritise!

      All of us in business know that when you get your priorities right, your business grows. Zoho CRM and Zoho Books are excellent products, but sadly, Zoho Inventory continues to lag behind. Just this morning, I received yet another one-sided email about

    • Is there any way to send an Excel received by email to Dataprep?

      Every day I receive an email alert with an Excel file that I want to process through a Dataprep pipeline. To do this, I need to: -Save the file to disk -Open the pipeline -Run the pipeline -Update the source -Several clicks to select and open the saved

    • Bin Locations

      Dear all, I am wondering if someone has the ability to develop the bin locations option for zoho inventory (integrated with zoho books) Regards, Ryan

    • Create and populate a record in an instant: Introducing zero-shot field prompting to Zia's ICR

      A couple of months ago, we upgraded our in-house AI image detection and validation tool, Zia Vision, with intelligent character recognition (ICR). By training Zia with sample images, you could create and enrich CRM records with data extracted from standard

    • How to Prevent Users From Skipping LMS Videos in Zoho People

      How to Prevent Users From Skipping LMS Videos in Zoho People Hello Zoho Developers, In this blog, we will quickly look at how you can stop users from skipping or fast-forwarding videos in Zoho People LMS. Zoho People provides a feature called Disable

    • [Integration Edition] Deluge Learning Series – Custom API with Deluge | November 2025

      We’re excited to conclude this four-month Integration Edition of the Deluge Learning Series: Session 1 – Integrating Zoho Apps with Deluge Using Built-In Integration Tasks Session 2 – Integrating Zoho Apps with Deluge Using invokeURL and invokeAPI Session

    • Automate Backups

      This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.

    • Tips for Organizing Workflows and Improving Team Coordination in Zoho

      Hi everyone, I’m looking for some general advice on how different teams are organizing their daily work within Zoho’s apps. Our team recently expanded, and we’re trying to streamline how tasks, discussions, and documents are shared so everything stays

    • Pre-fill webforms in Recruit

      I don't want to use the career site portal (as I have my own already), but I would like to direct users to the application forms for each role, from my website job pages. Is there a way to pre-fill fields in Recruit application forms, so that I only have

    • Prevent user from viewing all records?

      I have a report that is meant to be used by vendors to view only the records that are assigned to them. All the vendor information is stored in a separate application, so I need to call a function to get the current user's ID (not the zoho user ID). The report settings criteria doesn't support using function calls, so instead I'm embedding the report in an html page like this: if (thisapp.Global.CurrentUserIs("Vendor")) {       personID = common.getLoggedInPersonID();       query = "Assigned_Vendor.ID="

    • Next Page