Why I would choose ChurnZero as my primary working tool again
September 17, 2020

Why I would choose ChurnZero as my primary working tool again

tal horovits | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ChurnZero

ChurnZero is utilized by 3 different teams within our company: Customer Success, Sales, and Product, where each is finding different value in the capabilities of ChurnZero.
The Customer Success team uses ChurnZero almost on a daily basis: it's the only place that combines information from both our platform and CRM, allows the team to get a full view on customer engagement and adoption, and drive initiatives to increase both. The CurnZero customized scoring system helps to easily identify accounts that are at risk and get real-time analysis of the different account tiers and their usage. It's solving the main problem of keeping track of the usage of accounts that are still in trials in order to convert them to paying customers.
Our Sales team is using ChurnZero to measure their activities and engagement with their assigned accounts: ChurnZero offers a one-stop-shop for them to manage their activities while focusing on specific segments of accounts and generate daily/weekly reports to keep track of their KPIs in connection of accounts health and tenement.
Our Product team is using CurnZero dashboards and reports to gain insights on the user's activities across our platform to understand the value of specific features and plan ahead of our product roadmap.
  • The ability to generate different customized health scores to measure usage and adoption. The scores can be constructed on specific actions and steps users are taking in our platform.
  • Easy integration with verity of platforms we use across our company. We bring in information from our SF, Segment, and Intercom.
  • ChurnZero allows building very detailed segments on different level such as accounts, contacts, trials, events, opportunities, activities/messages and even campaigns form SF.
  • While ChurnZero offers great tools for building segmentation and health scores, their flexibility in generating visualization can be greatly improved. The dashboards are currently built in and it's not possible to customize them as we would like to. When dealing with lots of data, it's easier to gain insights when visualizing the data.
  • When building health scores - the scores are calculated once a day which means you need to wait up to 24 hours to see the results. There's a way to get a peek of the score only if you look inside of the score mechanism - it would be better if I could run the calculation as needed.
  • ChurnZero shows a list of all events we choose to bring into the system from our platform. This can ends with dozens of events, and when we look on the existing fixed dashboards it's sometimes hard to focus on specific meaningful events - would be easier if we can set filters that are "sticky" and always remains without the need to configure it every time we view the dashboards panel.
  • Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
  • Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.
While Mixpanel is great in creating flexible dashboards and generate insights that are more product focus, ChurnZero offers many tools that are more customer success related such as setting a journey, conducting plays, and seeing activities related to the sales team for better client management.

Do you think ChurnZero delivers good value for the price?

Yes

Are you happy with ChurnZero's feature set?

Yes

Did ChurnZero live up to sales and marketing promises?

Yes

Did implementation of ChurnZero go as expected?

Yes

Would you buy ChurnZero again?

Yes

I use ChurnZero on a daily basis, but sometimes I need to take additional manual steps to generate insights using visualization by exporting information from ChurnZero.
ChurnZero support has been more than great! Every question or problem I had during the process was answered in a timely manner and the rep has always come up with a solution to help me achieve my goals. As a customer success manager, I can only testify that they offer a very high level of service, which makes a huge difference for the use.
ChurnZero becomes really useful whenever I need to gain insights on specific accounts and their usage. For example, it's easy for me to look at strategic accounts and get a full view of the account, ARR, renewal date, usage, and engagement all in one window and then being able to dive into the account activities to investigate how they interact with our platform. I'm using it on a daily basis to keep track of trails account and their journey, flag accounts that are at risk due to decreasing usage, and provide real-time alerts directly in our company slack channels to streamline the information with different stakeholders.

ChurnZero Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
8
Customer profiles
10
Automated workflow
8
Internal collaboration
8
Customer health scoring
10
Customer segmentation
10
Customer health trends
9
Engagement analytics
9
Dashboards
6
Role-based user permissions
10
API
10
Integration with Salesforce.com
9