Item: ChurnZero
Rating: 10
Author: Theo Pillich

Use Cases and Deployment Scope

We use ChurnZero to manage our customer base and also manage all interactions throughout the life cycle. It is really helpful for managing follow-ups, tasks, and things like that.

Pros and Cons

ChurnZero does a great job of helping you keep track of customer life cycle and progress
ChurnZero does a great job of streamlining and automating follow-ups or tasks for customers
ChurnZero does a great job at setting up NPS surveys or other review requests

ChurnZero could improve their sync time with Salesforce. It usually takes 15-20 mins to reflect changes from Salesforce to ChurnZero or vice versa
ChurnZero could improve the dashboards to make them more digestible
ChurnZero could always add more integrations

Return on Investment

ChurnZero has helped make my life easier in terms of daily activities that need to get done
ChurnZero gives me customer scores that show their sentiment and things like that
ChurnZero has drastically helped improve our customer success workflow

Alternatives Considered

I have only used Salesforce and the two integrate pretty well. I have not evaluated other competitors or other products

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?

I wasn't involved with the selection/purchase process

Did implementation of ChurnZero go as expected?

Yes

Would you buy ChurnZero again?

Yes

It seems daunting at first but the sessions with the CSM really helped us understand the interface and how to utilize ChurnZero to the best of our ability. It is actually pretty easy to use and pretty understandable. I would say that most people seem to understand how to use ChurnZero at my organization.

Support Rating

ChurnZero's reps frequently reach out to see what they can do to help or to improve the experience for us. This goes a long way and it is a testament to the support that you get with ChurnZero. They have made things much clearer for us along the way.

Likelihood to Recommend

ChurnZero really helps monitor customer interactions and life cycles from a customer success standpoint. It helps you keep track of tasks, follow-ups, events, and things like that, which all help streamline the work that a CS professional has to do every day. Ever since using ChurnZero it has helped cut down on mundane administrative work.

An Excellent Tool for Managing Customer Success

Overall Satisfaction with ChurnZero