TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/v9/ED/3VPDVD13U87A.JPEGChurnZeroAmazing Tool for Managing Customer Data in Real Time2018-11-30T19:37:38.537ZSpark Hire is using ChurnZero in our Account Management department. We are specifically using this to manage a huge amount of data from our customers. This includes basic account info: contacts, plan, term, renewals, upsells, etc.... But we also use this software to manage our customer's usage data of our software platform. Each account has multiple users and unique use cases, so we are able to manage, organize, and segment this data in real time to help us gain more impactful insights on our customers. This allows us to pass along success metrics to new business, be proactive with struggling accounts, identify upsell opportunities, and ensure that our customers stay with us long-term. We also have different plays in place that we use to manage contact with our customers based off of their tenure with us.,Ease of Use - Despite the wide variety of tools, dashboards, views, etc..., the platform is incredibly easy to navigate and the display of data is not only aesthetically pleasing, but very easy to read through
Customization - The different segments we are able to create allows standard users like myself to customize different views by the type of customer, feature usage, plan type, etc... It makes it so easy to segment my customers without having to run complex reports and manipulate the data myself.
SalesForce Integration - most of our customer data is stored in SalesForce. Thanks to the integration, we didn't have to manually upload this data into ChurnZero. That would have been a nightmare.
Alerts - We have standard team alerts and then have the ability to customize alerts with custom triggers. Not only do these alerts appear in the ChurnZero dashboard, but I can also have them emailed to me, and sent a private message thread on Slack's messaging service.
Churn Score - Being able to create a custom Churn Score to measure the risk of customers churning has added tremendous value. We are able to have it synced up to the way our customers are using the platform, so we get a real-time and accurate score.,Email limitations - There isn't an ability to attach invoices and cc other users on the account. This would be helpful when sending renewal invoices as we typically send them to the main point of contact and a billing contact
Customer contact layout can be more smooth. Any emails, tasks, or calls are clearly laid out in the "Tasks" tab on the customer's account. However we have a lot of emails that are sent through ChurnZero, these emails do not appear in the tasks tab. They appear in a separate tab titled "messages". When a manager or colleague is looking through our contact with a customer trying to help us out, it can be really hard to organize outreach when email messages appear in 2 different tabs.,9,More customer engagement points - Because each account manager manages a few hundred accounts with multiple contacts at each organization (some have as many as 50 contacts per account) it can be impossible to get regular touch points with these contacts and can lead to disengagement. We can automate a lot of this and send these contacts helpful contact with previously set up templates and plays
Easier to track KPI's - Because everything is real time, we are easily able to see how much revenue we are managing at a time. What % is safe and % that is at risk of churn.
Less churn from customers - Since we are easily able to see and segment struggling customers, it's easier to spend more time with struggling and disengaged customers. Plus we can see which features aren't being leveraged and we can spend more time pushing relevant content to customers/,1 to 5 peopleAusten DuzeyIncredibly 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 FoehLove ChurnZero!2019-01-09T01:14:07.223ZWe currently use ChurnZero for our Account Management and Customer Success teams. It helps us better understand how our customers are using the platform, who is using it frequently, who is bound to cancel, and who is adding users. It also enables us to set up "plays" which are a cadence of how to follow up with clients better.,Helps with tracking customer usage of our platform
Helps us set up email/call cadences for different customer plays such as renewals
Does a great job of showing me who is really actively using the platform
Love the map of which customers are signing in and what their location is,It is a little hard to set up plays at first
Sorta confusing to bring accounts over from Salesforce,10,Has a great ROI, really helps me get ahead of account renewals so I can work with the ones who are not as active.
Also super positive because with a very quick glance I can get a gist for how many accounts are very active and how many aren't.
Another positive, helps management get a great sense of who is doing well at their job vs. not by showing how many accounts they engage with.,,Join.me, SalesLoft, RingCentral,6 to 10 peopleJordan KrugerHelping to organize a quickly growing company2018-12-28T20:07:53.354ZWe're using ChurnZero to track our customers journey from On-boarding to Advocacy.
Currently this is only being used by our Customer Success team but it fills the void of not being able to track a customer along their lifespan, including any/all activities within our platform that they are doing, last time they logged in, how many surveys have been sent, and a slew of other metrics.
We use a lot of "Journeys" that help us keep track of our clients and gives us action items depending on what is going on with that particular user. That's quite helpful.,Help from their CS team and Dev team
Loads of customization based on the data you have and want to use/track
Pretty responsive to emails,Not being able to email a group of customers that are part of the same company. Each person gets an individual email instead of grouping everyone together on a single email.,9,Better tracking for internal KPI's
Organization for a quickly growing company
Sometimes it adds to the noise, but that's because we haven't made journeys specific enough and things can get messy,,Intercom, Slack, Calendly,6 to 10 peopleAndrew ShanksChurnZero allows you to be proactive with customers instead of being reactive2018-11-24T23:17:43.131ZChurnZero (CZ) is being used by the customer success team to manage where our customers are at in onboarding, adoption and advocacy of their success journey. We have a variety of journeys built out to be able to best track out customers. CZ allows us to not only know where people are at but to also be proactive about reaching out when we see drops in usage or other indicators to predict churn. This allows us to be more proactive with our customers. When we got ChurnZero, I felt like a light had just turned on where as before I was trying to find my way around in a dark room. Allows much more insight into our customers.,Journeys and managing where people are at - nice to be able to see where people are at with their usage of our platform
Integrating with Salesforce and our own platform - allows us to spread information between teams and colleagues
Predicting churn - creating our customized churn score to be able to predict happy / unhappy customers.,Cannot CC people on emails sent from CZ if they are not users in CZ. This is frustrating as we often have several contacts associated with each account that we would want to CC on emails sent from CZ. This makes it so that we don't really use the email feature in CZ. But, our CSM (who is awesome- Chase) told us that functionality is on the roadmap
Cannot accurately report on plays - reporting on journeys is great but reporting on plays is difficult
A few other technical glitches.,9,We are seeing less churn overall which is clearly a positive impact
More accountability for CSMs which is positive
More granulated ways to track customers and report on them,Gainsight,6 to 10 peopleJewell Kieley
Unspecified
ChurnZero
24 Ratings
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