ChurnZero vs Totango

• Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
• Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
• Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.

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• The ability to segment data is huge. It is all dependent on the data you send in, but once the data connection is made, it is amazing to be able to see different segments of accounts.
• SuccessPlays are crucial. Before we were using a spreadsheet for cadence and outreach to customers, but being able to have these automatically populate into the workflow is such a timesaver and eliminates some of the manual mistakes.
• The data modular is super powerful. It allows us to create custom attributes and pass those into the system. There is also a wide array of integration methods.

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• Too much functionality; the system is very robust and requires some time and playing around to get used to.
• We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
• We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
• Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!

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• The integration with zendesk is not robust, and would be helpful to have additional information that you can pull over.
• The layout of the success blocs sometimes makes it difficult to solve problems that exist across multiple success blocs.
• Currently you can not attach an asset to a success play. It would be helpful to do so.

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• Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
• Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.

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• Reduction in cross departmental questions (eg: has this customer put in any tickets? when did we last contact customer x?) because all the info is centralized.
• Can't say tangibly that it has helped in retention, but anecdotally we feel a much better sense of which customers are at risk because of their health, or lack of usage, etc. There are far less surprises.

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