Core CRM: Zoho CRM

  ChurnZero Sync Capabilities

Accounts become Accounts in ChurnZero. Accounts are a core object in ChurnZero. At the Account level you can create Segments, trigger Alerts, run Plays, send NPS Campaigns, manage Journeys, and calculate ChurnScores. 

• ChurnZero Core Account Fields
  • Can be populated by Zoho CRM, either by:
    • Properties on the Company.
      • Example: Map the Zoho CRM Account property Renewal_Date__c to Next Renewal Date in ChurnZero. 
    • Custom definitions based on objects associated directly with the Account.
      • Example: Look at all Deals where Deal Start Date is in the past and Deal End Date is today or in the future. From these Deals, map the Deal End Date that is the furthest out to Next Renewal Date in ChurnZero. 
  • Can be bidirectionally synced between Zoho CRM and ChurnZero. Note that this is only possible if there is a 1:1 relationship between a field in Zoho CRM and a field in ChurnZero.
    • In other words, if Next Renewal Date in ChurnZero is based on a Company property called Renewal Date, then this field COULD be bi-bidirectionally synced. But if Next Renewal Date in ChurnZero is based on Deals, bi-directional syncing would not be possible. 
    • Edibility is set on a field-by-field basis and is OFF by default. 
    • If a core field is set to Editable, specific settings must be manually changed by the ChurnZero team to allow bidirectional syncing of these fields. Please work with your Implementation Specialist or CSM.

• Custom Account Fields
  • Can be bidirectionally sync between Zoho CRM and ChurnZero.
    • Edibility is set on a field-by-field basis and is OFF by default.    
    • If a custom field is set to Editable, the sync will automatically adjust; no setting changes are required.  

• Parent/Child Accounts
  • Zoho CRM supports Parent/Child relationships and these relationships can be reflected in ChurnZero. 

• ChurnZero Account Data in Zoho CRM
  • Outside of the core and custom fields described above, ChurnZero can push account attributes into Zoho CRM upon request (this is not default behavior). 
    • The most common attributes that are pushed for accounts include "Primary ChurnScore" and "URL to ChurnZero Account Profile".  
      • ChurnZero will NOT push usage data into Zoho CRM. 
    • If you want attribute(s) pushed into Zoho CRM, you must first create account properties where ChurnZero can place the data. Please consult for Implementation Specialist and/or CSM to make sure you are creating the correct type of property. Once the properties are created, the ChurnZero team will finish the configuration. 

  Contacts become Contacts in ChurnZero. Contacts are a core
  object in ChurnZero. At the Contact level you can create
  Segments, trigger Alerts, run Plays, and send NPS Campaigns.
  Note that ChurnZero will sync ALL contacts associated with
  Accounts that meet the sync filters. We do not recommend 
  filtering the contacts that sync to ChurnZero for a variety of   
  reasons. 

• ChurnZero Core Fields
  • Can be populated by Zoho CRM. 
  • Can be bidirectionally synced between Zoho CRM and ChurnZero. Edibility is set on a field-by-field basis and is OFF by default. 
    • If a core field is set to Editable, specific settings must be manually changed by the ChurnZero team to allow bidirectional syncing of these fields. Please work with your Implementation Specialist or CSM.

• Custom Fields
  • Can be bidirectionally sync between Zoho CRM and ChurnZero.
    • Edibility is set on a field-by-field basis and is OFF by default.    
    • If a custom field is set to Editable, the sync will automatically adjust; no setting changes are required.  

• ChurnZero Contact Data in Zoho CRM
  • Outside of the core and custom fields described above, ChurnZero can push contact attributes into Zoho CRM upon request (this is not default behavior). 
    • The most common attributes that are pushed for contacts include include "Most Recent NPS Date", "Most Recent NPS Rating" and "Most Recent NPS Comments".  
      • ChurnZero will NOT push usage data into Zoho CRM. 
    • If you want attribute(s) pushed into Zoho CRM, you must first create contact properties where ChurnZero can place the data. Please consult for Implementation Specialist and/or CSM to make sure you are creating the correct type of property. Once the properties are created, the ChurnZero team will finish the configuration.

  Tasks become Tasks/Activities in ChurnZero.

• Bidirectionally synced between Zoho CRM and ChurnZero.
• This is the default functionality. If bidirectional syncing is not desired, specific settings must be manually changed by the ChurnZero team. Please work with your Implementation Specialist or CSM.

The only Zoho CRM custom object ChurnZero syncs with is Deals. Deals are secondary objects in ChurnZero. They can be used in Segments and they can trigger Alerts, but Plays, Journeys, and ChurnScores cannot run against a Deal. 

• Can sync any and all fields from the Deals object. 
• ChurnZero will only pull these fields. Editing Deal fields in ChurnZero is NOT supported.  

   User Accounts become User Accounts in ChurnZero.

• ChurnZero users will be automatically created from your existing Zoho CRM users.
  • ChurnZero automatically syncs all Zoho CRM users so that references to those users - say on an Account or in a Task - are not broken. 
  • Please note that ChurnZero customers are only charged for users that access ChurnZero, NOT for all users that are created in ChurnZero. 
• Reporting hierarchies between users (i.e. managers and team members) will need to be manually set up in ChurnZero. 
• User data is pulled from Zoho CRM into ChurnZero. User data is not Editable in ChurnZero; updates must be made in Zoho CRM. 
• ChurnZero does not have a unique "Log in with Zoho CRM" option but Zoho CRM users can log into ChurnZero using the "Log in with Microsoft" or "Log in with Google" options. 

  ChurnZero Behavior

  Default: Every 15 minutes

• Picks up records that Zoho CRM has flagged as changed since the most recent routine sync.
• Records (i.e. Accounts, Contacts, etc.) that newly meet the sync filters will be brought into ChurnZero as part of routine syncs. 
• When new fields are added to your sync, these fields will be populated by the next routine sync.
  • Ex: If a new Company field is added to your sync, on the next routine sync ChurnZero will do a full sync of just the Companies object so that all Accounts are updated with this new field.
  • When new fields are added, it could take a few hours to get all data into ChurnZero (depending on how much data there is to move). 

  Default: Nightly

• Updates all records for all objects included in the sync. Done to ensure that records that may have not been flagged as changed are updated.
• All records (Accounts, Contacts, Tasks, etc.) that no longer meet the sync filters are only removed from ChurnZero during a full sync (i.e. routine syncs will not remove these records).