ChurnZero Has Been Awesome for Us!!
October 31, 2019
ChurnZero Has Been Awesome for Us!!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ChurnZero
Previously we had data hidden in multiple locations across our organization. User data was reported in the admin portal of our solution, support data was in Jira, account data was in Salesforce, and marketing engagement data was in Hubspot. ChurnZero has allowed our CSMs a birds-eye view of this information in one place. This has allowed them to focus in quickly on where they need to spend their time and take action, making them more productive. We have also been able to build a health score that gives us a pretty accurate view of how each customer is doing, and by using ChurnZero's NPS tool, we've been able to layer in a way to capture customer discernment as well.
- NPS Campaigns: Our CSMs have really liked how easy it is to Run, Respond, and Track the NPS campaigns in ChurnZero. This was not something we were executing before subscribing to this solutions and they've made it so easy to implement it into our processes.
- If you offer multiple products/ software solutions to your customers, ChurnZero makes it very easy for you to track a health score for each solution a customer is subscribed to. For example, we have 6 solutions that customers can choose to subscribe to or not. ChurnZero helped us to build filters and health scores for each one so that we can track different health score metrics based on the customers subscribed solutions.
- Their API integration is awesome. Being a healthcare company, privacy and security protocols dictate a lot of what we can and cannot do. We could not use the java script integration becasue we needed to have complete control over what was being shared with the partner we chose. We were a little skeptical if the API option would allow us to have the ROI we were looking for becasue it limited some of the in-app functionality we were excited about. I am so happy we stuck it out and went through the discovery process further becasue, even with limited functionality, we have gained insights into our customers that we never would've been able to discover on our own and are asking questions we didn't even know we needed to ask.
- I do think in addition to having automated plays, they need to create an option to use email templates for ad-hoc CSM use when composing an email within the platform. This is the one sticking point that I have vocalized with them, but based on how quickly they've turned around previous development feedback/ request, I am confident it will get addressed.
- Our CSMs have been able to focus on the most important tasks which has made them more efficient and increased overall moral (this is priceless). We haven't had it long enough to see churn impact but we are keeping a close eye on if this is allowing us to be more proactive.
We went with ChurnZero because it was more user friendly. Although Gainsight had all the bells and whistles you could want, we found that there was too much noise and the uplift of training required in that platform would be too much for our team. There were also more things that came standard with ChurnZero whereas with Gainsight there were add ons and additional costs. It also came down to implementation fees, they were MUCH lower with ChurnZero which made the decision from leadership easier because there was no upfront heavy investment needed to try out the solution for a year and see if it was right for us.
1 to 5 people
ChurnZero Feature Ratings
Using ChurnZero
10 - Project Management & Customer Success
2 - Development Skills and some one who can process and set strategic insights and goals.