Item: ChurnZero
Rating: 9
Author: Greg Watkins

Use Cases and Deployment Scope

ChurnZero was decided on by both our CSM and sales teams as well as our management. The reason we needed to implement a new solution was because we were operating in siloed systems without visibility across the team. This was causing a lot of friction and pain. We needed reporting badly, and we needed a way to easily identify and locate customers and trends in a single place. The major problems were around reporting, adoption and usage, and implementing playbooks for the long tail of our CSM operations.

Pros and Cons

Great CSM partnership with easy-to-schedule training.
The system is very easy to implement but does take some time to configure and customize to your liking.
Integrations are a strong suit for the system, as it has the ability to integrate with several existing systems.

Too much functionality; the system is very robust and requires some time and playing around to get used to.
We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!

Return on Investment

So far we have not have to hire as many CSMS as we had originally forecasted this year.
Less additional tools that we need in order to fulfill our reporting requirements.
Less time spent on manual activities, so we can focus on saving our customers more.

Alternatives Considered

Gainsight, Totango and Planhat

Our management team reviewed both Gainsight and Totango, while both were very robust and feature rich, the cost and price point did not make sense for a team of our size and where we would be scaling to. It also seemed that through our conversations both of those tools would have taken a longer time to implement so the time to value was longer, which our management team did not prefer.

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?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Other Software Used

Microsoft Power BI, Slack, LinkedIn Sales Navigator

Likelihood to Recommend

ChurnZero is a great scalable solution for a growing company who demands more robust reporting and more proactive communications and playbooks build out. The solution is cost preventative compared to some of the much more pricier solutions on the market such as Gainsight which is an industry leading solutions. The team has done a great job training us and getting us to full speed, and our management team has equally done a good job rolling out and training us on the new processes. Flexibility is a strong strength here, as it is quite endless the number of dimensions that you can track and measure customer activity, our use cases are a bit more specific to fintech companies, which I know they work some of our competitors. Lastly, they are startup company who is more nimble and easier to influence their product roadmap and make an impact.

Users and Roles

40 - The teams that are currently using is just our customer success team which is global, as well as the managers. We are looking to expand our usage to also include our product team and members of our account management team, but have not expanded our usage yet since.

Support Headcount Required

2 - We have two people - one is our manager of CS operations who helps us create and execute plays, and we have have a data integrations person who is more on the technical side that helps with Zendesk and Jira integration and reporting as well.

Business Processes Supported

Customer Journey
Revenue Forecasting/ Reporting
Customer Adoption / Usage
Customer Playbooks Automation
AI automation for emails

Innovative Uses

Automating our CS assignment process for net new customers
Global alerts for customers who dropped in revenue

Future Planned Uses

Upsell Identification
X-sell Identification
Usage based alert automation

Likelihood to Renew

9

Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters.

Products Replaced

No

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

We evaluated multiple systems, but cost was a huge component, as well as ease of use. We needed a system that would be easy enough for our team to use, and to gain better adoption. We also realized that it would take a long time to evaluation and replace a solution which would set us farther back then we already were.

Support Rating

9

So far so good, I have only had to deal with customer support on two different occasions, but the issue was more so on our side and how we implemented the product. Their team was responsive and easy to reach. I also asked my team when they needed help or support and our CSM has been easy to get a hold of to ask questions when needed.

ChurnZero Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No we did not, I am not sure the rational behind it, but it seems our team does not really have a need for it today.

Bug Resolution

No

Usability

9

The system is quite easy to use once it has been set up from implementation and the system administrators. Because the system is so complex, it does take some time to set up, but rolling it out to the team should be a much easier process. Our main use cases are reporting revenue ad hoc from an individual customer basis, as well as from a CSM basis. We also have developed playbooks and customer journeys which are automated campaigns that can be sent when a customer reaches a particular point within their lifespan using our products.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Convenient Feel confident using	Lots to learn

Easy Tasks

Building Segments
Exporting to CSV
Creating Tasks/ Logging activities

Difficult Tasks

Building a new play from scratch

ChurnZero - Customer Success done right

Overall Satisfaction with ChurnZero