Item: ChurnZero
Rating: 10
Author: Kevin Walter

Use Cases and Deployment Scope

We are using ChurnZero to make data-driven decisions and to streamline/automate various forms of targeted client communication. It allows us to quickly and easily qualify clients for targeted outreach based upon their usage, tenure, etc. It makes our communication more effective and our Client Success department much more efficient.

Pros and Cons

Qualify clients for automated outreach based on a multitude of criteria.
Makes it easy for CSMs to efficiently manage their clients.
Effective at identifying client health using highly customizable health scores.

Reporting could be a bit more robust.
Ability to target clients in certain areas via a radius feature.
More customizable options for client facing features like announcements and success panels.

Return on Investment

Our CSM team is able to handle more clients more effectively.
We have a much better understanding of customer health and what impacts ChurnZero.
The entire team feels more confident in the impact of their communication and day to day work.

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?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Other Software Used

Intercom, Trello, Expensify

Usability

ChurnZero is complex, but it really kind of needs to be in order to be as robust as it is. It requires complex implementation and training. Having a dedicated expert at your company to manage and utilize [ChurnZero] daily is essential to getting the most out of it.

Support Rating

Support is responsive and helpful.

Likelihood to Recommend

ChurnZero is incredibly beneficial to growing companies [that are] looking to support their client success teams and make them more effective. As a member of Client Success Operations, I am able to build out automated messaging, generate reports, identify trends, and monitor client health easily for the entire success team. This enables them to be both more efficient and more intentional with their client outreach.

Essential to our Success

Overall Satisfaction with ChurnZero