Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We're using ChurnZero for the Customer Success team. The rest of the company has insight via Slack, but primarily it's for the CS team. It's helping us consolidate data in one location so that we don't have to jump between several tools to see how an account is doing. Having a single source for our customer data is a tremendous time saver.

Pros and Cons

Flexibility - Lots of ways you can structure data and extract insights.
Easy of use - the information architecture is set up in an intuitive manner.
Support - The CS and support teams are very responsive and helpful.

Text input fields are a bit clunky. Line breaks come out weird unless doing shift + enter.
Some admin level features require saving twice to actually save something. This has been improved so that you don't lose work though!!
The UI design is a little outdated.

Return on Investment

Better predict churn.
Engagement insights.
Identify upsell opportunities.

Alternatives Considered

Totango

I have used Totango in the past and did not have the decision making power when choosing CZ but given the opportunity, I would have also gone with CZ. Totango certainly has a slicker look, but our onboarding process was not that smooth and some features were really weird or confusing (customer health score was an arbitrary number that the founder made up and they couldn't tell us why it was that number). I will give them credit and say they made improvements to the product rather quickly and communicated it to us.

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?

Would you buy ChurnZero again?

Yes

Usability

CZ is set up in a way that makes it very easy to use and customize. Navigation is a one tier click from the nav bar on the left side of the screen so getting to any part of the site doesn't take more than 2 click (that's some strong UX principles at play there).

Support Rating

Support is pretty timely and they're very friendly. Only thing I would recommend (and maybe it's there but I missed it) would be a training portal for users comparable to the admin training portal. I think having short digestible videos in structured modules help with training and makes referencing back to those videos really easy.

Likelihood to Recommend

Great for managing customers health, communications, contacts.
Not great for marketing or sales exclusively. Works well in conjunction with other software for these things though (like HubSpot or Salesforce). If you are combining any of these systems with CZ it definitely helps to have them set up in at the same time though as the setup in HubSpot was tricky for us due to how our Sales and Marketing teams wanted to use HubSpot vs how it needed to be structured to play nicely with CZ.

ChurnZero working to live up to its name! Great tool for any CS team

Overall Satisfaction with ChurnZero