A CSM's Dream Platform!
October 20, 2021
A CSM's Dream Platform!
Customer Success Manager
GoCanvasComputer Software, 201-500 employees
Score 9 out of 10
Overall Satisfaction with ChurnZero
When I first started with my company, our CSM team had virtually no standard means of keeping track of our accounts as a whole. Each CSM had an entirely different way of managing their account such as using Google Sheets, using Salesforce, some people used OneNote notebooks to record interactions, etc. If you were not a very organized person, it was very easy to lose track of opportunities with accounts, and you could easily forget to follow up on many things. Now that our CSM team utilizes ChurnZero, all of the CSM's are finally working through the same standard process, and we are able to track all of our accounts' metrics by following a comprehensive CSM dashboard that was built out by our team leads. I am so much more organized and on top of my accounts than ever before now that we use ChurnZero. Before ChurnZero, we also had to look into each account to get an idea of the health of that account, and that process could take at least 5 minutes per account. Now that we can see ChurnScores and get quick metrics on account health, it has saved me so much time identifying account health.
- Comprehensive dashboards with varying metrics.
- ChurnScores to identify client health immediately.
- Easy to see client usage.
- Easy to create account segments.
- Better visibility into contacts section.
- Better customer facing journeys (customers can view notes on progress, etc.).
- Improved layout for tasks and reminders. Think of Apple reminders app (able to separate into buckets, etc.).
- Record numbers of Renewal Rates Since Deploying.
- Record numbers of Expansion Rates Since Deploying.
- Improved onboarding times and attention to onboarding (less churn and fall-off).
Do you think ChurnZero delivers good value for the price?
Are you happy with ChurnZero's feature set?
Did ChurnZero live up to sales and marketing promises?
Did implementation of ChurnZero go as expected?
Would you buy ChurnZero again?
ChurnZero definitely has a high learning curve at first, but once you have learned how to build reports, create dashboards, identify health trends, etc., it is incredibly helpful.
Customer Service has always been incredibly helpful and responsive for our CSM Team.
ChurnZero is well suited for any Customer Success team that wants to track customer usage metrics of software to ensure that customers are actively using the software in an optimized state. With ChurnZero, you can get a quick snapshot glance of a client's health by viewing a "ChurnScore" that is dependent on specific factors being met by that account. For example, a "Green" ChurnScore shows me that an account is utilizing all of their purchased licenses, is making submissions on a daily basis, has enabled 3 or more of our features, is regularly updating data, etc. ChurnZero also allows for comprehensive dashboards to be built out which can give me an immediate view into my overall book of business. We also use ChurnZero to create "onboarding journeys" which help keep our customers on track. ChurnZero may not be as useful for a role that does not manage a book of accounts, but for any role that manages many accounts at one time and needs to ensure proper account health (AM, CSM, etc.), ChurnZero would be very helpful!
ChurnZero Feature Ratings
Help desk / support tickets
Customer health scoring
Customer health trends
Role-based user permissions
Integration with Salesforce.com