Item: ChurnZero
Rating: 9
Author: Zlatan Divjakinja

Use Cases and Deployment Scope

Account Management/Customer Success. Helping our clients have the best experience on our platform and get the most out of it: monitoring clients' general usage, feature utilization, communication, and customer support. ChurnZero lets us take a deep dive into the accounts and see client behavior within the product. Both AM and CSM teams can see how each team is doing their job and supporting each other, and most importantly, the clients themselves.

Pros and Cons

Onboarding.
Usage.
Client Communication.

Email communication.
General account notes.
API integration.

Return on Investment

Client management.
Account Oversight.
Client communication.

Alternatives Considered

Gainsight CX

I have used Gainsight in the past workplace. In full transparency, the platform is excellent too, but the previous workplace did not correctly implement it. None of these platforms are plug-and-play and go about your business. You have to collaborate with different internal teams to make it work in the long run.

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

Gainsight CX, ChurnZero, Trello

Usability

The platform has everything I need to manage my book of business and also collaborate with my Customer Success Manager from kickoff, troubleshooting issues, and escalations. It was an effortless learning curve to start using the product when I got hired. I have to give credit to our VP of CS, and she did an excellent job implementing it and setting it up for the rest of us.

Support Rating

The customer support is very responsive whenever you need help with something within the platform. I've never had a bad experience over my tenure at my current employer. They usually reply within 1 hour or less via email correspondence. Please keep up the good work with the customer support team, and we know it's not an easy one.

Likelihood to Recommend

I would highly recommend ChurnZero over any other AM/CSM enablement platform. It is straightforward to use, and their customer support team is fantastic! You have to invest time integrating it and fine-tuning it for your usage and team. That is the initial investment that you need to make from the beginning to set your team and clients up for success.

Best AM/CSM platform on the market that I have used

Overall Satisfaction with ChurnZero