ChurnZero vs Totango

• Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
• UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
• Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.

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• It does NPS surveys well.
• It does segmented campaigns well as the different activity/engagement filters you can apply to a campaign make it easy to target specific groups in a scaleable way!
• It provides the ability to store the history of client touchpoints in one place making internal account management transitions much easier.

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• We have only come across very minor things that haven't been possible. For the most part, 99% of what we want to do is possible. The things we haven't been able to do have to do with sorting dashboard reports and seeing % of ChurnScores on a pie chart. Neither of which are deal-breakers but would be definitely nice to have. I have been in the SaaS industry for over 15 years on the sales/account management/customer success side. I went into this expecting to be disappointed during implementation on something that wouldn't be possible and I have been very pleasantly surprised to not have that experience.

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• Certain quality of life elements can be improved in some views and features.
• It's a long shot but more features for prospecting new clients would be welcomed by my team.
• There's room to improve some of the reporting features for my Senior Leadership Team.

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• ChurnZero has helped me save numerous customer accounts from churning. It also helps me understand how to re-engage distant customers. It's been crucial for managing accounts in onboarding or purchasing new products.
• I do think my company is missing aspects of onboarding journey data regarding the types of journeys that take longer or having fields that would relate to why users are struggling to adopt the software and that would be helpful for the types of customers that I work with on a daily basis.
• I really appreciate how ChurnZero alerts me of what journeys are falling behind, stuck, etc. It really does help to know if I've missed updating a task or if I need to reconnect with a user I haven't touched base with in awhile. This saves my company from losing customers and preventing customers from failing their journeys.

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• Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
• We have also seen an increase in retention as we are more consistent in messaging and not missing any data.

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