Item: ChurnZero
Rating: 8
Author: Dan Nicholson

Use Cases and Deployment Scope

ChurnZero gives us a comprehensive holistic view of our client base health with the ability to dig deeper into individual accounts. The full suite of integrations provides tremendous value for our organization and allows for streamlined communication inter-departmentally. Members of our organization can easily review the status of an account without needing a ChurnZero license by leveraging the Salesforce integration which has been very helpful for our sales team.

Our Customer Success department leverages ChurnZero the most, with other departments checking in from time to time to review status and progress updates.

Pros and Cons

Client Health Score
Churn Risk Alerts

Dashboard Customization
Workflow Management

Return on Investment

Has helped us to positively identify clients at risk and resolve issues before they poison the client perception
Has provided us with easy to understand usage and engagement stats

Other Software Used

Slack, Salesforce Commerce Cloud

Number of Customer Success Managers

6 to 10 people

Likelihood to Recommend

The biggest problem we were facing was two-fold: We did not have an accurate and complete picture of our clients' health at any given time and we did not know what would impact their likelihood of renewing a contract. We are now able to track the status and health of our clients which before, was done using spreadsheets and a gut feeling. The ability to tie metrics/variables to health score using this platform has helped us identify at-risk clients faster and with more accuracy which directs our day-to-day. This alone has increased our capacity to serve as before the introduction of ChurnZero, we were spending our time frivolously.

Since the introduction of ChurnZero, we now have metrics and other various stats that we can use to communicate our departmental value to the rest of our organization.

Finally - A Software We Can Use to the Fullest!

Overall Satisfaction with ChurnZero