Item: ChurnZero
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Currently being used by the CS and Sales departments. Allows CS teams to execute on the deliverables of the customer journey for customers of Encircle. Allows the team to automate trivial tasks and organize the CSMs' day to be more efficient in the delivery of onboarding, upselling, and renewing customer contracts.

Pros and Cons

Automates basic tasks like customer reminders, renewals, and training milestones.
Tracks customer Churn Scores and sentiment leveraging key product attributes and their usage.
Allows for additional mechanisms of customer outreach that can be timely and nonintrusive.

Dashboards very simplistic unless you pay for the Enterprise version.
Could include walkthroughs with the Customer Journeys as they can become complex.

Return on Investment

40% increase in productivity of the team.
15% re-engagement of inactive customers.

Alternatives Considered

Gainsight Customer Cloud

ChurnZero is cheaper, has faster time to value, and a feature set that meets all of the requirements of the business. Better fit for smaller business and deployment in under 60 days. Implementation and day to day use are simpler and require less interaction with the Support team. There is no downtime or connectivity issues to the platform that were noticed.

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?

Yes

Would you buy ChurnZero again?

Yes

Other Software Used

Salesforce Experience Cloud (formerly Salesforce Community Cloud), Pendo.io, Absorb LMS

Usability

It is relatively easy to use and simple to get a CS person up and running. It provides all of the day to day requirements for the CS team and provides solid integration into Salesforce for no additional charge. It allows the team to track customer health and proactively reach out to customers that may need additional assistance.

Support Rating

Our CSM is awesome! She is super responsive and works to identify and resolve any questions or challenges that we have had. There are very few product issues we have encountered but when we have, the CSM has been on top of it until resolution. She proactively works with us to find additional ways we can derive value from the platform.

Likelihood to Recommend

ChurnZero is great for a Customer Success team that manages large numbers of customers. Lends itself well to guide customers through the customer lifecycle from onboarding to renewals. It is critical to ensure that backend critical data can be synched with ChurnZero and upfront efforts should be undertaken to ensure that this data is easily exposed prior to launching the product.

Great product and even better support

Overall Satisfaction with ChurnZero