TrustRadius
Great tool for automating and scaling CSM processes!
https://www.trustradius.com/customer-successChurnZeroUnspecified9.177101
David McNerney profile photo
June 05, 2019

Great tool for automating and scaling CSM processes!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

ChurnZero 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.
  • Saves 3-5 hours a week for CSM previously spent on manual tasks.
Good bang for your buck in terms of spend vs feature set, not too expensive, but has all the key features. ChurnZero's high-touch on-boarding process was a big reason why I selected them, I suspected (and this proved true in implementation) that having a dedicated CSM to help us get things set-up would speed up the implementation and launch process which it did.
Great for automating CSM processes and customer engagement.

ChurnZero Feature Ratings

Product usage
8
Help desk / support tickets
7
NPS surveys
Not Rated
Sponsor tracking
9
Customer profiles
7
Automated workflow
6
Internal collaboration
6
Customer health scoring
9
Customer segmentation
10
Customer health trends
8
Engagement analytics
9
Dashboards
6
Role-based user permissions
9
API
8
Integration with Salesforce.com
8