ChurnZero Reviews

Currently, Churn Zero was implemented for the client success department only. We realized we needed to strongly focus on the retention of our client base, which led to looking at customer support platforms. We felt Churn Zero was the only tool that allowed us to tailor it to our exact needs and I feel very strongly it will lead to much better retention rates. It also allows us to be proactive in a reactive job and target/segment our client base based on their unique needs/wants.

The customer success team is using ChurnZero in order to execute our NPS surveys and deliver a consistent customer onboarding experience.

ChurnZero is being primarily by the customer experience (CX) department to have a standard metric for account health, enable proactive outreach to clients to fight churn and create a pleasant experience for our customers, and is also automating processes so that account management is not overwhelming when the number of accounts is quite large and continues to scale.

ChurnZero is used in our Client Success department to monitor and maintain retention rates. This platform provides additional insights as to what our clients are doing, what accounts are at risk of churning, training opportunities, and allows us to engage with our clients in multiple ways. Through ChurnZero we are able to host in-app announcements to engage our clients, including video walkthrough tutorials, and can even send and log emails through ChurnZero. This has also been key in identifying those customers who may be likely to churn so we can be sure we are working with them to ensure they have all they need. Internally, the retention rate is something we pay very close attention to, so it has been extremely helpful being able to see those rates and data points. ChurnZero has also been helpful in automating certain processes to free up account managers' time so they are able to focus on working directly with their customers instead of having to focus on admin work.

ChurnZero is being used by our Customer Success team. It primarily helps us develop stronger relationships with our customers and much stronger retention. It helps identify challenges in the customer lifecycle, level of engagement, opportunities for up-sell, and risk factors for churn.

ChurnZero is going to be primarily used by the customer success team to measure customer performance, track health scores, identify areas of upselling. As the head of the department, ChurnZero will allow me to keep track of my team and overall churn analysis. My product and marketing team might use it as well to identify where there is potential growth or areas of improvement.

It is being used by the corporate department to help build out plays and journeys that automate our upgrade process. It allows us to be notified when we get assigned an account, and showcases the next steps in the process. We hope to set it up so that when one task is completed, it will trigger the next step.

ChurnZero is being used within Pathmatics to assess customer health, customize alerts across customers, assess platform usage and be able to run plays across various segments of our business. Currently, I find that the data is hugely helpful in working across my entire book of business, as opposed to looking account by account (which is also possible, in great detail). I especially like the Dashboard view, which gives me a very quick and succinct way to see the overall client book, distribution of dollars across 'risk levels' as well as accounts coming up for renewal.

ChurnZero is being used by my team, the client services team and only our team. The main reasons for us to sign up for CZ was that we had several different software and areas that we had data in that were pertinent for us to have in making sure our clients renew with us. It was difficult for us to truly get a grasp of if a client has truly adopted our software and who were the users and are there infographics and exports, etc... so it's great to have a consolidated solution. We are able to create more compelling stories and get a better grasp of a client's health.

ChurnZero is used by all different areas of our business but it's strongest impact is in the Customer Success Team. It allows us to track and measure our customer's onboarding journey so that we can reach out and provide personalized and strategic support whenever we notice that someone's stuck. It allows our marketing team to create extremely specific mailing lists based on our customer's usage—we can see what will be helpful and share it with them immediately. The best part of all is how empowered ChurnZero has made us when it comes to helping our customers.

We currently use ChurnZero to better understand and forecast customer churn. It is currently only be used by the Client Success department. Specifically, we chose Churnzero because we believed that their tool would allow us to better scale and manage our client management system, but allow us to better forecast customer churn, while also give us more insight on usage and expansion opportunity based off of data.

We use ChurnZero for customer success automation. It is primarily used by our Customer Success Department, but other departments take advantage of it via the Salesforce connected app ChurnZero has provided.

ChurnZero has been adopted by our Client Success team, and it has been a game-changer. Our CS Team is utilizing the platform to monitor customer engagement and outreach. Creating plays allows us to monitor specific outreach goals per team member, and is automated enough to schedule recurring touchpoints during each customer's lifecycle.

ChurnZero is being used by our Account Management and Customer Success team to assure that our customers are getting everything they need from the platform. With our product being in the SaaS world it is vitally important for us to know how much our customers are using our product. If we can identify a customer who is either doing very well or doing very poorly with the product it allows us to adjust accordingly and assure the customer gets what they need.

ChurnZero is being utilized across several departments including Customer Success, Sales, and Product Specialists. The data reporting allows us to see trends and stay on top of our customer's journeys while also helping us take a proactive approach to at-risk of churn accounts. From an engagement perspective, the realtime data certainly helps us connect with our customers to help them see the value they are getting from our site. On the flip slide, the data also lets us strategize with customers who may be struggling to get things going and may need a boost in the right direction.

We're using ChurnZero within our Customer Success team to manage all of our clients. We had data in multiple systems that we had to pull together by hand in order to get a semi-decent view of where an account was at, so we decided to implement CZ to make it easier for our CSM's to see and understand what was happening with an account. We're specifically interested in NPS and retention, and in using plays and journeys to better manage multiple onboardings at once.

We use it in a department of the company, and it helps us a lot to take the management and control of our clients, to see the use and the critical points of the client to help them improve. At the same time it helps us to allocate our time and makes work less stressful.

Our entire Sales organization uses ChurnZero to proactively reach out to prospects when we can see they are engaging with our software. Insight provides us with what they are doing or have done so we can ask them about the experience with that feature to help close a sale.

My department uses ChurnZero to keep track of customer health. Churnzero allows us to monitor trends from customer satisfaction to the number of support incidents reported through integrations with Zendesk. The greatest benefit we gain from this software is the amount of time we save from business workflows. ChurnZero's features and integration flexibility allows us to efficiently carry out our department duties.

We are currently using ChurnZero to help monitor engagement and activity within our client base. As we have a large number of clients, this platform is instrumental in allowing us to monitor usage from a single application. Currently, it is being used by client success but the data that originates in ChurnZero is exposed company-wide. It has helped us identify trends and get out in front of clients who may disengage.

ChurnZero is being used primarily in our customer success department, but the data/insights it provides are being used throughout the entire organization.

CZ is being used by the Customer Success Departments. Trainers and those who work with current customers use the system to monitor usage and milestones achieved by new accounts as they start using our software. It allows us to see what accounts are at a high risk of canceling so we can proactively reach out to see what we can do to help them utilize our system.

To understand the customer journey and when customers drop off. The software makes it very easy to get around the app and explore what factors can come Into play. ChurnZero helps us understand when a customer is not having any activity on their account and prepares us for saving that relationship.

Our client success team uses Churnzero daily to communicate with our clients, to track the client's usage, to gauge the likelihood of churn risk, to ensure clients invoices are paid, and to run playbooks based on specific occurrences. Although we use JIRA for Ops and Zendesk for support our client success team can see progress from both teams to better support our clients. We also use Churnzero's client success team as a model of how to provide client success services to our clients. I can't say enough how impressed I am with this company.

Currently, it is only being used for the Account Management and Sales Operations teams. The main business problems that it addresses is reducing churn through the use of more insightful data and analytics. It also helps our team with adoption and upsells efforts by having the ability to create segments and automate campaigns and workflows from there.