Customer onboarding, retention, automation, segmentation - our CS go-to tool to gain insights on our clients' health.
January 19, 2021
Customer onboarding, retention, automation, segmentation - our CS go-to tool to gain insights on our clients' health.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ChurnZero
ChurnZero is used by our Customer Success Team in our efforts to increase customer retention. Metrics in ChurnZero are part of our reporting to the CEO. ChurnZero helps us to identify the likelihood of our customers churning and set benchmarks to our top-performing customers. This way ChurnZero helps us as well in creating strategies - from the initial onboarding to nurturing of our mature customers.
- ChurnZero is particularly strong in taking into account any metric our platform records and use these metrics to calculate a ChurnScore - a calculated probability of customer churning.
- The automation possibilities of ChurnZero are very elaborate - tasks, emails, in-app announcements, updating accounts, moving accounts to different segments, etc.
- These automations can be triggered by time-related factors or any event our system records - such as a login.
- ChurnZero has a very strong support model, initial weekly meetings with a dedicated CSM turn into biweekly meetings. Our CSM (Lucas) has always been helpful, giving insights and motivated to add constant value to our subscription.
- Some of the navigation of the platform could be more intuitive - I work frequently with opening new tabs by clicking CMD+mouse, but it does not always open new tabs when doing so.
- The decision to work with ChurnZero was part of process changes to increase customer retention. Since the adoption of ChurnZero our retention rate increase significantly. After almost one year, we gathered enough data to compare to previous years and enjoy a two-digit percentage increase in retention in every single month. Our yearly average retention increase so far by roughly 12%.
- ChurnZero has changed the way we work and provided us with a much better overview of where our clients sit and how healthy these accounts are. Through the segmentation functions of ChurnZero, we are now able to take 100% of our accounts into consideration and by that tailor our communication to each segment.
ChurnZero's strength in our case is the segmentation and ability to calculate customer health scores (ChurnScores). These ChurnScores can then in turn trigger automation which makes it very easy for us to spot high risk accounts.
Our other systems are great in their own way, but ChurnZero is especially useful for our Customer Success Team.
Our other systems are great in their own way, but ChurnZero is especially useful for our Customer Success Team.
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?
I wasn't involved with the selection/purchase process
Did implementation of ChurnZero go as expected?
Yes
Would you buy ChurnZero again?
Yes