ChurnZero is a Churn Hero
August 02, 2020
ChurnZero is a Churn Hero
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with ChurnZero
ChurnZero has helped our organization track the Customer Success Managers' engagement with our customers. Because the UI is easy, we are able to quickly get new hires up to speed and adopt the platform. For managers, ChurnZero's reporting capabilities allow them to quickly aggregate their team's data to analyze overall performance. As a VP, I can get high-level reporting and be able to drill down into an account, activity, or contact for more context. The Salesforce integration means the team is able to remain in one tool for the majority of their day. We can easily identify risk with the churn score feature, and bring that to the attention of leadership.
Pros
- Reporting for both users and leaders.
- Ease of use.
- Integration with Salesforce.
- Customer Success: We have had two different CSMs and both have been very helpful.
Cons
- If the Zendesk integration were bi-directional, it would improve usability for my team.
- Rather than a CSM from Churn Zero filling out a support ticket for us to solve a technical issue, we would really like to be able to work directly with their technical team for complicated technical challenges.
- A "read-only" license would be helpful for team members who do not contribute but need access to the information. Or for notes in Salesforce to be visible in ChurnZero.
- Saves time for CSMs so they are able to work in one platform the majority of their time.
- Executives are able so see the overall churn scores and trends.
- Quickly identify accounts at risk so a strategy to turn around the account can be developed.
ChurnZero is great for a team that small and growing. It is easy to learn, use, and manage. I did like the Success Plans in Gainsight, but it was so heavy. As a VP, I can quickly create reports and look at data in ChurnZero. That's what I love most about it. When I used Gainsight, I had to have my CS Ops person create a report or dashboard, which often took a day. I need to be able to have a flexible platform that allows me to try out different scenarios quickly.
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