Item: ChurnZero
Rating: 10
Author: Alaina Loori

Use Cases and Deployment Scope

We are using ChurnZero to centralize data for our CSM team so they don't have to go to 5+ systems to get a picture of what is going on with a customer. They can now go to ChurnZero to get a full picture of all relevant customer data. We are using the data from multiple sources to create comprehensive health scoring that takes into account usage, frequency, relationship, and products purchased. In our scaled CS team, we are using ChurnZero to automate proactive reach outs and quickly alert the team of changes in health scoring so they can prioritize their day on the most important customer reach outs. Lastly, we are using ChurnZero to streamline and automate repeatable CS activities with task reminders and automated emails.

Pros and Cons

Dashboards - Complete flexibility to build dashboards exactly how we want.
ChurnScores - ChurnZero has really comprehensive health scoring, called ChurnScores. There is extreme flexibility when building the scoring model and you can have multiple ChurnScores depending on what is most important to look at.
Automation - The playbooks are really powerful, it makes reaching out to customers so easy, tasks.

We have only come across very minor things that haven't been possible. For the most part, 99% of what we want to do is possible. The things we haven't been able to do have to do with sorting dashboard reports and seeing % of ChurnScores on a pie chart. Neither of which are deal-breakers but would be definitely nice to have. I have been in the SaaS industry for over 15 years on the sales/account management/customer success side. I went into this expecting to be disappointed during implementation on something that wouldn't be possible and I have been very pleasantly surprised to not have that experience.

Return on Investment

Comprehensive Health Scoring allows us to react quickly to potential issues, saving customers before they become truly at risk. This helps us retain more customers/ARR.
Better internal collaboration - With the sync of many fields within SFDC and ChurnZero, allows for better collaboration and visibility of what the other members of the Account Team are working on.
CS productivity - CSMs and Scaled CS are now more productive because we have been able to automate many tasks/emails while still giving a personalized touch.

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

Zendesk Support Suite

Usability

It is extremely easy to use and intuitive. It's easy to navigate as well. There is so much flexibility and potential in the tool that having your CSM guide on how to make your ideas into reality has been critical for our success. We have been very happy overall so far!

Support Rating

They are fast and very helpful. They explain things in simple terms. I have only had really positive interactions with the Support team.

Likelihood to Recommend

It is a must-have for any SaaS business that is looking to scale its customer success operations. ChurnZero is particularly well suited for CS teams that want to automate proactive outreaches. With the use of alerts, CSMs can be alerted when a customer's usage is trending down or their support ticket volume is increasing. With the use of plays, QBR or Success Planning processes can be streamlined so these strategic activities are scheduled in advance, prepared for, and followed upon. There are endless possibilities for how each company can set up ChurnZero that is really can be a fit for many different types of Customer Success organizations.

ChurnZero is a must have!

Overall Satisfaction with ChurnZero