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 and Totango

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

Usability

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.

Support Rating

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.

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.

ChurnZero - Customer Success done right

Overall Satisfaction with ChurnZero