Item: ChurnZero
Rating: 9
Author: Jeffrey Serra

Use Cases and Deployment Scope

As a Customer Success Manager, my role is to be an advocate for our clients and ensure their continued success with our product portfolio. I utilize ChurnZero to keep track of my client accounts by updating any and all notes regarding the health of the account and interactions I have. ChurnZero allows us to maintain the health of clients and keep detailed notes so that we can continue to retain them as customers as well as track any upsell opportunities.

Pros and Cons

Maintain Account Health Status (Green, Yellow, Red).
Track Primary & Secondary Risk Identifiers.
Track Next Upcoming Renewal Date/Contract Expiration.

While customizable, there are way too many fields to be filled out within CZ, which can leave a lot of empty space for accounts to sift through.
Notifications within ChurnZero can often be a burden and complicated to sift through.
CS pulls all accounts for Salesforce and if Salesforce is (and it usually is) a mess then CZ will reflect this with duplicate accounts and a hard time trying and find the right one.

Return on Investment

Positive - Tracking & analyzing customer overall health score.
Positive - Option to segment accounts based on health, revenue, renewal date, etc.
Positive/Negative - SFDC integration/Incomplete account information from SFDC.
Negative - Requires a lot of manual entry as information from SFDC such as support cases, client contact information, or communication cadences carry over.

Alternatives Considered

Salesforce.com and Microsoft Teams

ChurnZero is way more customizable than the other platforms that I have used in the past. It also goes above and beyond in terms of fields and information that can be input into each account to analyze the overall health and upcoming renewal status. Salesforce does not have a good UI that makes it easy to use, and Microsoft Teams is not customizable at all and does not provide an elaborate array of fields to choose from to complete the overall client health status. The dashboard and UI on CZ are also incredibly user-friendly and intuitive. It looks clean, easy to use, and is highly customizable.

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?

Yes

Did implementation of ChurnZero go as expected?

Yes

Would you buy ChurnZero again?

Yes

Other Software Used

Salesforce.com, Microsoft Teams, Clari, Anaplan

Usability

Because it is highly customizable, extremely user friendly, and easy to use with a dashboard and UI that are appealing no matter your skill level.

Support Rating

We have a dedicated Customer Success Manager to our company account if we ever have questions or issues. On top of that, we can create support tickets on an individual level that can be quickly addressed. With the notifications and customizability, it makes it a great choice for any organization.

Likelihood to Recommend

Because it is highly customizable, ChurnZero can be a very advantageous tool to utilize in keeping tabs on your clients and ongoing communication. On that same note, because it is highly customizable, your organization may be in control of what is mandatorily displayed as fields within accounts even though it may not be relevant.

ChurnZero Certainly Leaves Zero Doubt

Overall Satisfaction with ChurnZero