When 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.