May 21, 2019
ChurnZero Implementation
Number of Customer Success Managers
26 to 50 people
TrustRadius
https://media.trustradius.com/product-logos/v9/ED/3VPDVD13U87A.JPEGChurnZeroChurnZero Implementation2019-05-21T18:48:00.035ZIt 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.,The automation process organizes all the accounts and the steps to complete our project all in one place. It shows what step you're stuck on in a certain account which is very useful.
The ability to choose what can be manual and what is automatic helps customize the details.
Removes the need for numerous documents and also allows management to track progress.,The email that is sent out to clients does not tie to our company or that it's coming from Churnzero. It is too general which may confuse clients.
Attachments are not allowed which is not too important for right now but can be useful in the future.,10,ChurnZero is still in the process of being integrated into our workflow.,BlueJeans, Loom, Salesforce Analytics Cloud,26 to 50 peopleSanjusha KolliWonderful product and customer service2019-08-08T22:02:36.702ZWe 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.,Tracking customer lifecycles
Automating customer communications
Driving product adoption
Analyzing churn
NPS campaigns,This is not specific to ChurnZero but customer success automation, and in fact, customer success, in general, is a new and fledgling field so it takes a good deal of educating internal teams on how to take advantage of customer success automation.,9,Drove churn down
Drove product adoption up,Natero and Gainsight,Salesforce Analytics Cloud,6 to 10 peopleMete KuralChurnZero has been a game changer for our team2019-08-07T03:48:29.023ZChurnZero 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.,Command Center: a great place for all CS team members to see which tasks they have remaining and what is upcoming.
Syncing: ChurnZero syncs with Zendesk, SFDC, and the API connection with our own platform, to monitor and report on usage/engagement.
Alerts: set up for when specific users take certain actions on the platform or enter low engagement.,I would make the editor to log activities larger by default, so that I can take notes without having to enlarge the window.,10,ChurnZero has been a great investment for our team and organization. Our C-Suite team now can always check in on customers, and when the last communication was with them, etc.,Zendesk, Salesforce App Cloud,1 to 5 peopleChad SchexnayderChurnZero a NEED for any SaaS company2019-07-28T00:09:04.918ZChurnZero 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.,Customer tracking.
Metrics.
Ease of use.,Better automated emails.
Better customization of campaigns.
Better integrations into CRMS.,10,Positive ROI as it has helped saved customers from leaving our platform.,Salesforce Analytics Cloud, DocuSign,1 to 5 peoplePedro VittesAn all-in-one tool that allows teams to be proactive, instead of reactive with their customer base.2019-07-26T15:36:46.190ZWe 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.,An easy to navigate interface that allows admins to customize their user experience and focus on what is most important to their use case for the platform.
Their automation capabilities, specifically the ability to completely customize messaging that can be automatically created and used for completely different phases in the customer lifecycle.
Data, data, data. Their ability to integrate with multiple data points based on your needs was extremely impressive. The ability to use the data points within their platform and understand customer engagement in realtime, easily, all within the same tool is a home run.,Additional ways to view multiple accounts, currently you can only view one account. There are no additional tab options available in the platform.
More reporting options for historical meetings and correspondence.,9,Churnzero has met or exceeded all expectations we had. It allows our team to work from one platform to understand all key areas of a customers journey.
Customer outreach has been greatly impacted because ChurnZero allows our reps to work more efficiently and better track our touch points with our customer base.
Churn! The platform allows us to fully forecast possible Churn well in advance, allowing our team to work proactively instead of reactively with our customer base.,Pendo.io, Salesforce App Cloud and Gainsight,Calendly, Zendesk, Smartsheet,1 to 5 peopleMarcus TorresChurnZero is Awesome!2019-07-21T03:41:03.254ZChurnZero 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.,Pull in data for all accounts and quickly assess the health of my client accounts.
See dollar distribution and health - especially for higher contract value clients.
Receive alerts for accounts where usage has increased or decreased recently (for example).
Retrieve information on an account-by-account basis and review which pages in my platform are being used most often (and trended over time).,I would love for the search bar at the top of the screen to be a different color to be more identifiable.
I would like for the area on my dashboard called "Total Contract Amount by Churn Risk for All Accounts" to be clickable / hyperlinked.
No other complaints.,10,Huge Time Savings!!!,,Salesforce Analytics Cloud, Outreach, Join.me,1 to 5 peopleMaura KellyChurnZero is a One-Stop-Shop2019-07-21T02:40:17.341ZChurnZero 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.,I like that there are easy data exports. Often times I'm tasked with pulling usage reports, but more importantly, what are they looking at when they log in.
I like the alert system. My mind is often in several places so it's good to be reminded of a client that I may not have thought of in a while.
The segments are also great because not only am I able to create my own segments, but I'm able to be easily assigned things which helps with my organization.,It would be helpful to be able to customize a specific time frame that we'd like to look at. Right now it's only specific segments, last month, this month, etc...,9,I'm not completely aware of the specific impacts this has made from a ROI perspective.,Salesforce Lightning Platform, Pendo.io, HubSpot, Salesforce Service Cloud and Outreach,Outreach, Pendo.io, Salesforce App Cloud,1 to 5 peopleJordan ChenNew to ChurnZero and very happy thus far!2019-07-12T13:18:35.963ZChurnZero 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.,The command center dashboard/UI is fantastic and allows me to see all of my tasks and to-dos in one place.
The alerts/messaging/playbooks all work beautifully together where I can automatically receive a notification to interact with an account based on specific criteria that we set so that nothing falls through the cracks and we can stay on top of everything in a very manageable way.
Being able to track all of the customer activity within the site helps us to strategize with each and every one of our customers in a very specific manner allowing us to build much stronger relationships.,I have not had enough experience with ChurnZero to where I can recommend areas that could use improvement. As a new addition to the CSM team, our department is still getting a handle on all of the functionality and capabilities that ChurnZero provides.,10,Too early in the process to tell.,,HubSpot CRM, Slack, RingCentral Meetings,1 to 5 people,Online training
Self-taught,10,Yes, the product is very easy to navigate and user-friendly. I would recommend a combination of exploring the site and learning how to navigate on your own, as well as a scheduled training session with a CSM to cover all of the specifics that may have been overlooked.Ben ButlerMaking an impact for a small team2019-07-06T21:59:41.567ZWe'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.,Really fantastic on-boarding with the ChurnZero team.
Being able to deploy and segment multiple NPS surveys is a huge win.
Calculating account health scores is infinitely easier when all of your data is in one place.,I'd like to see a bit of an easier flow to create segments, or to jump to creating segments from another part of the app since they're required everywhere.
I would love to see a Slack integration for NPS responses included with access.,10,We've just really started using it, but are seeing an uptick in CSM awareness, which will hopefully result in lower churn and higher renewal numbers.
We've started segmenting users by the features they are using, to find the features they are not, which helps us to increase stickiness.,Salesforce Service Cloud,1 to 5 people,No,Price
Product Features
Product Usability
Third-party Reviews,I would have started earlier, since I missed my self-imposed implementation deadline. I would also have brought in my technical team earlier to talk about what that implementation would look like from our end; it wasn't onerous, but they gave some weird estimates based on not knowing a lot, and that would have been better to start earlier.Allison CloydEasy to use, Easy ChurnZero2019-07-02T15:08:52.426ZWe 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.,Customer management
Time saving
Autogestion,Integrate more information from the customer base
Greater customization in the To-Dos list
Journey times do not apply at the weekend,8,More work comfort
More control
Greater personal performance,,HubSpot, Skype, Aircall,6 to 10 peopleJosé Antonio Zalem HernándezChurnZero helps our Sales team close deals2019-06-25T15:02:53.281ZOur 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.,Emails me promptly based on rules.
Allows me to see when a client becomes a paid subscriber.
Tells me about the interaction a client is using with the software we provide.,Make it easier to access directly from Salesforce.
More pre-created rules of engagement.
Allows editing the Dashboard.,10,Quickly allows for conversion of trials.
We can be more productive with calls to trial accounts.
Easy to learn so no special training was required.,,Salesforce App Cloud, iContact, Microsoft 365 Business,11 to 25 peopleDave DorseyChurnZero speeds up department workflows2019-06-18T00:56:27.563ZMy 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.,ChurnZero does well-creating workflows through journeys and plays.
Segments allow filtering of any actionable items.
NPS surveys and reports allow tracking of customer satisfaction.,Having recurring journeys would be great for journey scenarios that occur more than once,10,ChurnZero has allowed us to efficiently execute our department workflows.,1 to 5 peopleMark ERobust platform with superb customer service2019-06-05T13:16:26.735ZWe 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.,Excellent customer service/success consultants.
Robust functionality.
Reliable.,Due to its robust nature, it can sometimes be overwhelming to navigate.
Integrating with salesforce.com can have its perks and challenges, not related to ChurnZero but data integrity has to be top of mind.,10,Insight into all clients.,Totango,Salesforce App Cloud, TargetProcess, HubSpot, QuickBooks Pro, UserVoice, Google Data Studio,1 to 5 peopleBrian HartleyGreat tool for automating and scaling CSM processes!2019-06-05T13:11:34.271ZChurnZero is being used primarily in our customer success department, but the data/insights it provides are being used throughout the entire organization.,Playbooks/Journeys: very customizable, easy to trigger based on a variety of customer actions.
HealthScores: custom scores for various customer segments, automated scoring of our customers' health.
Calendar Tool: keeps me organized day-to-day and helps to stay on top of tasks/notes.,Set-up: I wish I had more control of my CZ set-up and didn't have to rely as much on my CSM to make changes.
Daily Updates to HealthScores: having to wait until the next day to see a change in score is frustrating.,10,Saves 3-5 hours a week for CSM previously spent on manual tasks.,Gainsight, ClientSuccess and UserIQ,LinkedIn Sales Navigator, ZoomInfo,1 to 5 peopleDavid McNerneyGreat product, clean layout and easy to use2019-06-01T13:35:12.972ZCZ 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.,Alerts you to accounts that have moved from medium risk to high risk and vice versa.
Easy to create and manage tasks.
Very simple to add filters to pull out different segments of a large customer base.,I wish there was a support number to call.
I wish it had a dialer.
I wish I could change the colors to a darker background, the white screen hurts my eyes.,10,Our churn rate has decreased significantly as we are able to spot and help the at-risk accounts before they want to cancel,,1 to 5 peopleEmily MikesThe software is great but their client success is even better2019-04-30T17:22:26.428ZOur 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.,Segments clients into an unlimited number of categories so you can handle or review clients in batches.
Creates a scoring system to evaluate your clients use of your product to stay abreast of possible churn risk.
They walk the talk about their own client success team and are not bashful with sharing best practices,,It seems the UI is always improving so the minor points I notice will likely be fixed soon.
Some of the notifications on the dashboard could allow you to click right on it and take you to the relevant data, but this too is likely being done.
Have an outward facing task list for clients, but this is on the development map as I understand it.,10,As a CEO it has had a positive impact on my state of mind knowing where we stand.
Our churn has decreased after switching to Churnzero, the whole package and their execution played a significant part in the objective.,Amity and ClientSuccess,Salesforce App Cloud, JIRA Software, Zendesk,1 to 5 peopleRichard DienerKnow your customers and reduce churn!2019-02-24T00:19:17.636ZWe use ChurnZero to get a granular view of what features our customers are using (or not using) so that we can make meaningful proactive outreaches to them.
ChurnZero is being used across multiple teams: Success/Support/Marketing/Product. It gives us instant insights that we otherwise did not have access to.,The search function is very fast
There is a lot of customization
Incredible support team,The implementation phase can take a while but this was mostly due to the dev work required on our end.,10,We have been able to identify at risk customers much sooner.,UserIQ and Gainsight,Zoom, Asana, Namely,1 to 5 peopleMatthew SellersChurnZero helps us understand our customers and automate the communications with them so we minimize churn.2019-03-27T19:02:46.757ZChurnZero helps us understand our customers and automate the communications with them. Allows us to understand what they are using and engage them with all the features so we minimize churn. With ChurnZero we established our onboarding process and can follow it in detail with every new customer.,Automate messages depending on usage, country, type, plan, etc.
Getting a proper onboarding process in place
Understand users,Dashboard of Team activities
Dashboards in general,10,Better use of time for our customer success manager and executives.,Pipedrive, Zendesk,1 to 5 peopleFelipe del Sol F.An all-in-one churn fighting tool for sales and success teams2019-08-16T01:38:49.908ZCurrently, 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.,Segments: The ability to pull a seemingly infinite amount of contact and account related segments based off of account data that helps to drive strategic activities for us as account managers, whether it's getting in front of Churn when we see certain usage data or whether it's being able to identify upsell opportunities
Automation: The ability to automate saves a ton of time, being able to bulk send campaign or renewal email and run plays for all different segments of contacts frees up time for other activities.
Integrations: Churnzero has great integration with Salesforce, not only does it save time from having to use multiple platforms and applications but it has bi-directional sync which helps with data integrity.,The segments section is a little overwhelming to use in the beginning, a lot going on there to digest when started but it's because there are so many segments you can create.
Home page dashboard is a bit cluttered, lots of information and data squeezed onto one page.,9,Has helped us get in front of potential churn faster by using Churnscores and usage/adoption data to find who is most likely to churn based on that and then focus our attention there.
We have been able to more strategically go after upsell opportunities by creating account segments. Super easy and fast to find out which customers are/aren't using a specific portion of the platform and then can create a plan to pursue those opportunities in a timely and strategic manner
Greatly increased our onboarding adoption as well, used to be a big gap from sales to implementation to post onboarding and Churnzero has really helped us iron out that process.,Groove,Salesforce App Cloud, Dialpad, Zuora,6 to 10 peopleVerified UserChurn Zero has the tools and features that makes our CSMs more productive2019-08-16T01:42:38.261ZWe use ChurnZero to help automate our account management workflows. In the past, all of the account reviews were done manually. Now, the team is alerted to changes in account activity. This has let us focus our resources where they are needed. We have seen an increase in retention already and only have more planned for the future.,Usage data capture on a user and account level
Automate plays to included tasks, emails, and in-app announcements
Salesforce integration,The reporting is very robust and I don't have any suggestions for improvement,10,We are able to do more with our existing team.
At the price point, it is very easy to realize the ROI quickly.,Gainsight and UserIQ,6 to 10 peopleVerified UserZero reason not to love it!2019-08-06T16:08:40.112ZChurnZero is being used to track our client's usage on our web tool and mobile app. The client success department uses it to track when our clients are using the software on a daily basis and what aspects they are using. It addresses the clients who begin slipping with no other indicator that they are unhappy with the service.,Customer Service Managers who actually take the time to connect with you over email and GoToMeeting to ensure you are using the software at its best potential.
Tracks daily usage, monthly usage, allows you to see all timelines for reports.
Easy to follow software once the first training has occurred.
Easy to change settings without feeling like its a 'drastic change'.,Specific on number of active users which puts a damper on a new employee trying to learn the software.
Many aspects to try and understand at first before knowing what you are doing.,10,Better tracking and automation of client journeys.,Mailchimp,1 to 5 peopleVerified UserHow ChurnZero has improved our team, everyday!2019-07-26T15:38:17.568ZChurnZero is being mainly used by our customer-facing team, Customer Success, Marketing, and Enterprise team. Although we have a few internal tools that we use to help us identify customer use, history, and pull insight about their account, there are multiple tools our team has to bounce between and unable to get the full picture. With ChurnZero, it is providing us the opportunity to review accounts with more insights all in one place that all users in the organization can review as well.,Allow for integration across multiple platforms that provide data about your accounts.
Plays and journeys allow our team to do outreach to multiple customers all without leaving my command center.
Alerts me when a customer has submitted a support ticket even if I am not logged into ChurnZero.,More understanding in the difference between plays and journeys to truly utilize to their full potential.
allow for font tools in the notes.,10,We hope to be able to identify possible churn customers earlier in their journeys to be able to be more proactive earlier.
Understanding trends of possible churn customers.
Saving the customer-facing teams valuable time spend researching through multiple platforms can be spent being proactive.,Gainsight,Zendesk, Slack, HubSpot,1 to 5 peopleVerified UserIntuitive, well designed solution2019-05-31T14:19:43.602ZChurnZero is used by our client success team to do event-based account management and automation of client nurture campaigns.,Intuitive UI.
Highly customizable.
Understands the client success role well.,Doesn't work well with multiple billing currencies.,9,Allows our CSMs to focus on clients at risk.
Enables us to better prioritize key accounts.
Helps monitor and alert on the health of our client programs.,Amity,Zendesk, Freshdesk,1 to 5 peopleVerified UserGreat customer retention tool for our growing SaaS company2019-04-30T17:27:12.491ZOur CSM team are the primary users of ChurnZero. Renewal emails, introduction emails and automation are the main use case to date.,Automated email and segmentation allow us to streamline our processes
Churn scores are a great way to quickly see if our customers are at risk.
I really like the live export feature that has been introduced. Exporting the segmented data to Google Sheets and using Google Data Studio allows another level of reporting and dashboard creation.,Actual reporting within the application is quite limited. Relies on exporting data if you want to manipulate it in any way.
The data and dashboards they have are nice, however, it would be nice to have a reporting tool within the application similar to Salesforce where you can create your own reports.,10,Automation frees up a lot of time for our CSM team.
Churn scores allow us to focus on the customers that need our attention the most.
ROI for us so far is we do not need to add additional CSM resources to handle our growing customer base.,Gainsight and Amity,SurveyMonkey, Lucidchart, Zendesk Chat (formerly Zopim),1 to 5 peopleVerified UserChurnZero's Biggest Fan2019-04-20T02:02:03.370ZIt is being used across the entire organization. On the Training side, we use it to ensure our clients are benefiting from our training. Using ChurnZero allows us insight into the specific areas they are spending the most time on with our software, setting up alerts to ensure that we are touching base with clients not using our software, and plays to be sure we are reaching the correct people.,The interface is user-friendly.
Provides clear and effective insight into how clients are using our software.
The training we were provided from the ChurnZero staff was incredibly insightful.,I don't have any weaknesses at this point.,10,I am able to report on additional metrics of client usage that I never could before.,Salesforce.com, GoToMeeting, Zoom, Microsoft 365 Business,1 to 5 peopleVerified User
Unspecified
ChurnZero
58 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
