Item: ChurnZero
Rating: 7
Author: Kara Morin

Use Cases and Deployment Scope

It is being used by a few departments (sales, customer success, operations, marketing). It primarily is a way to engage with accounts and track meetings, notes, etc. We use it a lot in tandem with Salesforce. I use the segments feature the most. It is also a way for multiple users to collaborate across one account.

Pros and Cons

Segmenting customers based on behavior.
Syncing with Salesforce.
Allowing multiple users to edit.

Integration with gmail.
Integration with Salesloft.
Ability to track sends/opens on emails.

Return on Investment

Segmenting and ability to message customers by segment is huge.

Alternatives Considered

Zendesk Sell (formerly Base CRM)

I used Zendesk Sell at another organization. I didn't make the choice to use ChurnZero at my current organization, but it does feel more robust. Zendesk Sell does allow you to track opens/clicks and I wish that ChurnZero had that.

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?

Would you buy ChurnZero again?

Yes

Other Software Used

Gong.io, Salesloft, Slack

Usability

Was a little clunky to get set up at first and sometimes the API sync to SFDC is slow.

Likelihood to Recommend

It is amazing for segmenting customers based on their behavior within our app, salesforce, our interactions with them, etc. I like the ability to send bulk messages to a subset of customers, but I hate that I cannot see sent messages in my outbox, nor can I track sends or clicks. I do not recommend it for that. It is great for Account Management/Customer Success.

Great for segmenting

Overall Satisfaction with ChurnZero