Item: ChurnZero
Rating: 10
Author: Tahima Begum

Use Cases and Deployment Scope

ChurnZero is going to be primarily used by the customer success team to measure customer performance, track health scores, identify areas of upselling. As the head of the department, ChurnZero will allow me to keep track of my team and overall churn analysis. My product and marketing team might use it as well to identify where there is potential growth or areas of improvement.

Pros and Cons

Custom integration with our product information.
Reporting is easy to set up at the individual CSM level.
Integration with Salesforce is great.

I wish ChurnZero would rebrand the churn-score to health score. It's intimidating to present "churn-scores" since it's negative.
Manager level reporting needs to be done through reports.

Return on Investment

Saving time!
NPS responses are coming in and it's easier to set up.
Automated health scores.

Alternatives Considered

ClientSuccess, Natero and Totango

ChurnZero's interface is very easy to use. Additionally, seems that ChurnZero has more reports available.

Other Software Used

Intercom, Salesforce Community Cloud, Zendesk, FullStory, Slack, JIRA Software

Number of Customer Success Managers

6 to 10 people

Likelihood to Recommend

It's great for where we are in terms of company size. The integration went smoothly, and for areas when we were stuck, the ChurnZero CSM and implementation manager were on top of it. It's great to manage customer usage, add notes, and connect with Salesforce. This is a great tool for companies that have a CS team of 3+ - 40. I am looking forward to diving into learning how other managers use the tool for reporting purposes.

ChurnZero Review

Overall Satisfaction with ChurnZero