Item: ChurnZero
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We utilize ChurnZero daily. By week, our customer base is put into a variety of plays (Annual Reviews, No Meetings in last 90 days, Check-ins, etc.) that correspond to some sort of action the CSM needs to take. Then by day, we fulfill the need of each play, jump into the application to check on analytics to see how customers are using our product, and log customer calls/training completed. Currently, only a few departments are using ChurnZero but I would imagine in the future more and more departments will be added. ChurnZero has helped the Customer Success department manage hundreds of customers effectively.

Pros and Cons

Creates tasks for the CSM to complete within the week.
Communicates to the CSM when a customer is coming up for an Annual Review and tells us what sort of message needs to be sent.
Can easily run segmented reports to understand how a CSM is tracking against quarterly goals.

Ability for a user to export reports from ChurnZero.
Ability to search for customers even with the incorrect spelling (have the system say "did you mean...").
There are a few fields ChurnZero is not able to pull from our CRM system. I am still using ChurnZero and our CRM to get the full story for each customer.

Return on Investment

CSMs are able to handle a larger pool of customers with ChurnZero.

Key Insights

Do you think ChurnZero delivers good value for the price?

Not sure

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

Usability

There have been a few hiccups with ChurnZero (like any technology). The application has helped me retain and expand customers and for that, I am happy with the application.

Support Rating

I have only input 1 ticket and the support team was very involved and helpful.

Likelihood to Recommend

When your organization's customer base is growing rapidly, purchase ChurnZero. With the application, your Customer Success department can handle more customers than expected. ChurnZero will keep your team organized, lean, and effective with managing daily to-dos.

Choose ChurnZero

Overall Satisfaction with ChurnZero