Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Our customer success team is using ChurnZero to track progress with our clients. It addresses everything from onboarding to expansion. Thanks to ChurnZero's ability to create plays, we are able to ensure every client has the same experience. The system allows for reminders or alerts so no steps are missed or forgotten. It is also a great tool for tracking customer feedback. This has helped us reassess our process and continue to improve.

Pros and Cons

Reminders for steps in the onboarding process
Quick at-a-glance review of the status of a person's or the team's portfolio
Collecting feedback from clients

Pulling highly detailed segments (or reports) can often be confusing
Intricate detail to setup (but once it is finished, you have the ability to copy for other uses)

Return on Investment

Communication improvement with clients--can you put a dollar amount on this?
Seamless and timely onboarding

Key Insights

Do you think ChurnZero delivers good value for the price?

Not sure

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

Usability

The ChurnZero Academy was a huge help in understanding the full functionality of the tool. It is something that we have encouraged all CSMs to use while getting used to "living" in ChurnZero. After you know how to use the basics, most of the other needs for non-admin users become extremely intuitive.

Support Rating

Chase has been outstanding! He makes time for all of our questions and has the answer--or some form of a solution--by the end of 98% of our calls. If all of ChurnZero's customer support is this attentive, I have no doubt every one of their clients would give a similar rating.

Likelihood to Recommend

The system is great for unity across your team. It ensures clients receive the same spectacular customer success experience whether they are assigned a senior CSM or someone new to the role. This also allows a great way to onboard not only new clients but new team members so the process is clearly defined within the journey.

ChurnZero--the way to success!

Overall Satisfaction with ChurnZero