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User Review: "ChurnZero - Worth The Investment"
https://www.trustradius.com/customer-successChurnZeroUnspecified9.350101
Pete Pietro profile photo
November 12, 2018

User Review: "ChurnZero - Worth The Investment"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

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.


  • 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
  • Positive impact - 20x return on investment in dollars
  • Better client communication
  • Enhanced customer loyalty
Well suited for subscription-based products or offerings where a client uses a cloud-based platform as part of their service. Less appropriate for brick and mortar applications.

ChurnZero Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Dashboards
10
Role-based user permissions
10
API
10
Integration with Salesforce.com
Not Rated