CSMs - This will rock your world
December 13, 2019

CSMs - This will rock your world

Jenni Byers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ChurnZero

We use ChurnZero (CZ) in our customer success team to help us monitor and manage our customer's health. The data and reporting it provides is used at board level to help us understand that health, growth and churn trends and hone ideal customer profiles, among other things. It means churn never comes as a surprise and we can be proactive as a team to spot and combat signs early.

Pros

  • Plays and journeys maximize the time of the CSM team and ensure consistency for clients.
  • Ability to tie in proprietary software, ticketing, accounting and CRM systems means a single info point for all accounts.
  • In-app announcements and templated messaging functions enable smart one-to-many communication.
  • Alerts ensure that any problems are brought to CSM's attention for swift action.
  • Their Customer Success Managers and processes are superb.

Cons

  • It does take time to implement properly.
  • Integration with our proprietary software enables us to spot growth opportunities we may otherwise have missed.
  • Analytics have highlighted bad fit customers and helped better shape our ICPs.
  • Churn is down due to early risk alerts improving reaction times.
  • Better time management within the CSM team has allowed higher levels of proactive engagement with clients, strengthening relations.
Implementing CZ helped us to fully map out and understand our customer journey, for all ICPs, from on-boarding through to renewal and beyond. We can now see that journey at every stage for every customer and ensure no-one falls behind or through. Our CSMs can handle a larger book of business as a result, safe in the knowledge that they have full visibility of every client, any potential churn risks and growth opportunities.

ChurnZero Feature Ratings

9.0
Product usage
9
Help desk / support tickets
Not Rated
9.8
NPS surveys
9
Sponsor tracking
Not Rated
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
9.0
Customer health trends
10
Engagement analytics
8
Dashboards
9
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
Not Rated

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