Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are using ChurnZero across all of our customer-facing teams which includes implementation, support and customer success. In addition to helping us track customer health scores, ChurnZero allows us to run in-app NPS surveys and has powerful tools for creating a customer experience using "plays" as they are called in the app.

Pros and Cons

NPS surveys in-app
In-app guidance
Email customer journeys via "plays"

Salesforce integration takes a lot of internal work for us.

Return on Investment

It has streamlined communication between departments by keeping everyone on the same page about customer health.
It has removed manual processes for our customer-facing teams by allowing us to create automated journeys.
It allows us to see NPS scores in the same place we look for other customer health metrics.

Alternatives Considered

I have not used other products like ChurnZero.

Other Software Used

Yesware, Sumo Logic, Zendesk

Number of Customer Success Managers

11 to 25 people

Likelihood to Recommend

For SaaS companies where churn potential can be measured by in-app indicators, I think ChurnZero is a natural fit and brings a lot of value. It's a powerful tool but you need to have enough data on hand to determine what metrics make good churn indicators and which ones do not. For organizations that haven't nailed that down yet, you might want to start there before adding ChurnZero to measure those things.

A Powerful Tool for Tracking Customer Health

Overall Satisfaction with ChurnZero