Setting Parent/Child Relationships

Parent/Child relationships are great for understanding the hierarchical flow of your accounts, allowing you to easily pull up the overall usage rather than diving into each individual account. 

Setting Parent/Child Relationships 

The most common way of deploying Parent/Child Relationships is to use the functionality built into your CRM. This varies among CRMs.

Note: Let your CSM or support@churnzero.com know if you want to use this setting. We can turn it on quickly. If you do not follow the traditional Parent/Child Relationship setup, please work with your ChurnZero team to explore options.

If your CRM does NOT support parent/child relationships, we also support the ability to set parent/child relationships by API.

For more information:

• HTTP API
• JavaScript
• Imports

Example

Let’s assume that you have a few accounts. Chase’s Bakery is the corporate account. It owns Chase’s Donuts and Chase’s Coffee. Each one of those accounts also owns an "East" and "West" location. If this is true, then the following hierarchy would be accurate: 

• Chase’s Bakery (123) 
  • Chase’s Donuts (456) 
    • Chase’s Donuts – East (987) 
    • Chase’s Donuts – West (654) 
  • Chase’s Coffee (789) 
    • Chase’s Coffee – East (321) 
    • Chase’s Coffee – West (8675309) 

Those relationships might look like this when using the ChurnZero-required "AccountExternalIDs":

Making Use of Parent/Child Relationships 

Once you have the proper hierarchy established – you’ll be able to view it within the accounts themselves and click through to the appropriate account: 

This will also allow you to view usage data from your child accounts.

Note that, because the parent account could be its own instance of an account, the child's usage does not count toward the parent account’s usage. This prevents the usage data from being skewed. 

Important Nuances:

• On the initial sync, both the parent and children must meet the sync filter criteria to sync to ChurnZero.
  • Once parents and children are synced to CZ from the CRM, accounts that no longer meet the criteria will be removed from ChurnZero at the next full sync.
  • If the parent no longer meets the sync criteria and gets removed, it will NOT remove the child (as long as the child still meets the sync criteria).
• Usage data does not apply to the parent account when segmenting (e.g. Two children do 500 total events, while the parent account does none. If a segment targets all accounts where the account did zero of something, the parent account would technically qualify for that segment.
• We recommended denoting the parent account via account attribute. Some examples are: “Type = Parent Account" or “Parent Account = True.”
• Accounts coming only from your product would not sync back to your CRM.
• Account attributes and contacts cannot be rolled up to other accounts. The data will live in the account to which it is sent. 
• If you want the child account ChurnScores to roll into the parent's ChurnScore, it will take the average and showcase it in the parent's. This will exclude the parent's ChurnScore from this average.