TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/v9/ED/3VPDVD13U87A.JPEGChurnZeroIncredibly easy to implement2018-10-29T20:46:11.431ZAs the manager of the Customer Experience org I look to ChurnZero to help me see a holistic view of the health of my accounts. I slice this information by company size, renewal date, contract value, etc. Our Customer Success Managers use ChurnZero to help them prioritize their proactive account outreach and quickly spot any spikes (up or down) in usage. Our Customer Marketing team uses ChurnZero for communications (both automated and manual). And finally, our onboarding people use ChurnZero to track the "Journey" through onboarding for all of our customers and measure whether we're falling behind anywhere.,The ChurnScore is very valuable and I like that it's easy to configure. We've made a few tweaks to it and it's become quite accurate at predicting potential churn.
Onboarding was smooth and easy and quite quick. We were using it within about 3 weeks.
Our customer success manager at ChurnZero has been very proactive with us in helping us use the product in deeper ways.
I really like the way Segments work - they're like sophisticated filters that help me home in on very specific groups of customers.,The reporting could be more customizable and flexible. The current method of selecting columns to display in a report is a bit clunky and I can't always combine two angles to the data in the way that I want to.
I wish I didn't have to log in every time - I think it would be nice for the product to remember me, even if it's just for a 24 hour period.,10,At first I feel like we only used ChurnZero as a reporting tool and we didn't take enough action on the data we were seeing. However, we've gotten stronger at relying on the information (the alerts, the score, the trends in usage) to take pre-emptive actions. It has helped us pay more attention to (and take action on) the "quiet" accounts - those accounts that don't clamor for our attention and we get lulled into thinking everything is okay. Often it's easy in the land of customer success to focus on the red or green accounts and forget about those yellow accounts in the middle - this helps us stay focused on moving those yellow accounts which is essential to our growth.,6 to 10 peopleHeather FoehChurnZero is a great tool with great insights2018-11-18T17:17:30.482ZWe use ChurnZero on our customer experience team to help us nurture our customers, automate communications, and track health and churn scores. It has been immensely helpful to our processes and has made communicating with our customers so much easier. It also gives a great holistic view of the health of our accounts.,Automating Process: makes communicating w customers easier, can easily build our processes for regular communication
ChurnScore/Health of Customers: gives a great snapshot of the health of our customers, easy to understand
Communication: helps with communication within our dept and with our customers,Would love to see better custom integrations and data flow to other platforms,9,Has really effected how we view and understand the health of our customers, and shapes strategy and process around renewal and upsell opportunities,ilos, Salesforce.com, Zoom,6 to 10 peopleLauren MitchellChurnZero - Worth The Investment2018-11-12T22:24:08.175ZWhen we initially implemented ChurnZero, the intent was to use it as a tool to help only our customer support department identify the factors leading to customer churn. Soon after implementation, however, we realized the immense value we gained by being able to monitor and react, in real-time, to the activities our customers were or were not performing within our system, which led to every department within our company utilizing its benefits.
The primary solution ChurnZero provides is the reduction of customer churn and improved client loyalty. Its ease of use allows for both manual and automatic responses to individual clients or client segments based on KPIs that you set. Their integration between our user cloud-based system and our CRM NetSuite went flawlessly and enabled us to open up an entire new set of eyes directly into the minds of our clients. Instead of best guesses, we now are aware exactly what our customers do, from the time they subscribe to our services and throughout their customer journey. The end result for us: a customer churn reduction of 30%, meaning we recouped our initial investment 20X over in the 1st year.,Ability to segment customer base - you can segment your clients based on whatever criteria you desire: geographic location, tenure, contract value, sales rep, etc. You can then target a series of email campaign "plays" which automatically go out to them based on a schedule determined appropriate.
Real-time alerts - these are extremely useful to notify yourself, sales reps, etc. instantly when a client signs up, cancels, replies to an NPS survey, etc.
Net Promoter Score (NPS) - the system allows an easy way to develop and send NPS surveys and easily accumulates the results, with comments, on a well laid out dashboard.
Powerful reports and analytics - very user-friendly graphs, charts, etc. keep you up-to-date with critical areas of client concern, allowing plenty of time to be proactive instead of reacting to a problem after the fact.,Ability for system to perform calculations within a created report or segment
Enhanced editor for emails,10,Positive impact - 20x return on investment in dollars
Better client communication
Enhanced customer loyalty,NetSuite CRM+, Intercom,1 to 5 peoplePete PietroChurnZero - changed the game for our CS team!2018-11-07T22:56:11.071ZChurnZero is currently being utilized by our Client Services department. We're leveraging this software to more efficiently digest and predict client health. Previously (before CZ) we were handling all client data manually and the ability to holistically understand the full scope of our book of business was very difficult and not accurate.,Being able to set very specific criteria for what constitutes a healthy, or unhealthy client, and then place those accounts in their own segments has been really helpful. Based on what segment an account may be in lets our team feel empowered to reach out to clients and either reward good behavior or coach them on areas they need improvements on.
Having a holistic view of our book of business to see which accounts have had low engagement from our team and which are at risk for churn makes the efforts of our team much more pointed and impactful.
Playbooks: This has been huge so we can trigger automated messaging, both via email as well as in-app, to certain account segments. This helps make sure nothing is falling through the cracks w/o creating more manual work for our team.,In-app announcements don't have the capability to be dynamic based on user input
Command Center: Would be beneficial if this could be customized per user/per company,9,Being able to engage with unresponsive or otherwise disengaged clients prior to renewal, or prior to becoming a huge churn risk, has been monumental for our team.,Freshdesk, Salesforce Lightning,6 to 10 peopleLauren GrantGreat business tool to consider2018-11-07T22:52:15.173ZChurnZero is currently being used by the Client Services team at ConsumerAffairs. We utilize this platform to help us address any customer health issues that we might have not noticed if it wasn't because of the platform and come up with action plans to help overcome these issues.,Predict client issues ahead of time.
Provides a very helpful dashboard that gives a good overview of tasks that due, past due, as well as all accounts owned with total revenue from those accounts.,There are a few tech/displays specs that could be improved on their main dashboard. These are very minimal and is nothing that affects the work that I have to get done.
It would be really helpful to have the ability to have contracts attached to the brand's profile and not have to go into Salesforce to do that.,9,ChurnZero, like the name states, has allowed our team to prevent many accounts for churning because of proactive outreach and being able to create a game plan ahead of time.,6 to 10 people,Creating tasks
Logging activities
Making changes to the account details,Creating plays and journeys
Creating segments,9Pamela Castillo
Unspecified
ChurnZero
19 Ratings
