Item: ChurnZero
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

ChurnZero is currently being used within our Client side of the business by our client sales and Customer Success Managers. We use it to manage an internal program specifically focused on targeting accounts with Red Customer Health in addition to the daily use of understanding our customers and segmenting for outreach/prioritization purposes. It helps us focus specifically on accounts that need attention now through visibility on renewal dates, ChurnScore factors, activity, among others. Our Customer Success Managers are primary users of the tool and our Account Executives use it for visibility on ChurnScore attributes.

Pros and Cons

In-app Messaging to specific segments of users
Dashboards and segmenting for full visibility of customer base
Support from the ChurnZero team in addressing questions, receptive to product suggestions

They do have an existing Salesforce integration, but how we specifically operate requires more integration in other areas of Salesforce instead of CZ working with us for custom builds
More features around in-app messaging and tracking around effectiveness of the message on product usage

Return on Investment

We have been able to put a specific focus on our Red Customer Health accounts which has seen a steady improvement since implementation

Alternatives Considered

Gainsight and ClientSuccess

The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been implemented and prioritized to the best of their ability.

Key Insights

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?

Would you buy ChurnZero again?

Yes

Usability

ChurnZero is overall fairly intuitive with the proper training and onboarding experience up front for your end users. They have different sections of the product clearly labeled for direction and plenty of documentation within their Help Center that is easily accessible. They also have smaller items, which make a huge difference, such as sticky filters.

Support Rating

We have had a fairly positive experience with the support we have received from ChurnZero. We were assigned an implementation specialist who worked with us for longer than their typical customer journey so we could ensure a smooth roll-out of our tool given our more complex workflows/processes we needed to incorporate. We have also worked directly with the Chief Product Officer to discuss potential product suggestion who has also returned and provided periodic updates on the status. Our current CSM has been a great partner to us in working to understand our business initiatives and providing potential solutions or offering additional support as needed.

Likelihood to Recommend

ChurnZero is a great tool for CS organizations that are still establishing their own internal processes and workflows. This could be more of a change management item for us internally, but we came in with very established and a set way of doing things which was an adjustment in the implementation but ChurnZero has worked very closely with us in offering custom work and providing alternative solutions to what we are looking to achieve.

Complex implementation with plenty of support

Overall Satisfaction with ChurnZero