Item: ChurnZero
Rating: 9
Author: Mark Polino, CPA.CFF.CITP, CGMA

Overall Satisfaction with ChurnZero

Use Cases and Deployment Scope

ChurnZero gives us insight into customer interactions from various systems to help identify and resolve customer issues before they churn. Being able to include customer usage information along with customer data provides a different look into the health of our customers. We're also able to better define and report on risk of churn to senior leadership.

Pros and Cons

Pros

Connections into other systems
Slack integration
Combining data in reporting

Cons

Churn score only updates 1x per day
Chart update timeframes can be difficult to discern

Return on Investment

Significant improvement in identifying and addressing high risk churn customers
Significant improvement in visibility, effort around renewal/renewal risk
Significant improvements in our NPS process

Alternatives Considered

Gainsight Customer Cloud

I wasn't involved in the buying process. I know cost was a factor.

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?

Yes

Would you buy ChurnZero again?

Yes

Other Software Used

HubSpot CRM, Zendesk Guide, Fastpath Assure

Usability

It's easy to use. There is a bit of a learning curve at first, but once we turned on the Slack integration, most of our users could access relevant data via Slack. That significantly reduced the learning curve for casual users.

Support Rating

ChurnZero's customer success team has been good. Most of our interactions go through them, rather than directly to support.

Likelihood to Recommend

It's reasonably easy to get started. The reporting tools are easy to use and build reports with cross app data. A single churn score is helpful for everyone to work off the same metric. Alternate churn scores are available for different looks, but it's not easy to compare alternate churn scores across customers.

ChurnZero Feature Ratings

Comments

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ChurnZero, one churn score to rule them all