Item: ChurnZero
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

ChurnZero is used as our Customer Success Platform to track customer detail, send out NPS surveys and utilize walkthroughs and send communication. We are currently expanding our use in the next six months to include more automated alerts plays and segments to truly utilize as a source of truth for account management. I hope to also incorporate it with our Salesforce.

Pros and Cons

Communication.
Segmentation.
Net promoter score.

Account snapshots.
Custom reporting and dashboards.
In-app tools.

Return on Investment

NPS Surveys.
Communications.
Walkthroughs.

Alternatives Considered

Gainsight Customer Cloud

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

Slack, Atlassian JIRA Align (formerly AgileCraft), Asana

Usability

ChurnZero provides great documentation however it's not super intuitive to be able to grasp full value out of the box. Working with their CS rep has been great because they have the product knowledge to guide me but I would not be able to get there on my own and I work at a SaaS company and deal with tech and software daily.

Support Rating

Support is great. The help center and ChurnZero academy are well thought out.

Likelihood to Recommend

ChurnZero is great for a growing CS org. However, I can see our business outgrowing ChurnZero within the next few years if it doesn't step up to the plate in comparison with Gainsight.

ChurnZero Review

Overall Satisfaction with ChurnZero