Item: ChurnZero
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

ESG is using ChurnZero to drive internal processes from deal close to wind down/churn. Through Customer Journeys, Playbooks, Alerts and Reporting mechanisms, we are able to create consistent internal processes for our Onboarding Managers and Program Managers. In leveraging ChurnScores and Live Exports within ChurnZero through meaningful data integration definitions, we are creating predictive analysis for customer risk and driving processes within the Task & Notification functionality in ChurnZero with clear action steps.

Pros and Cons

Journey Task & Milestone Tracking
Customer Health Scoring
Alerting via Data Changes
ChurnZero Created Fields for Customer Happenings
UI
UX

CZ Data Structure Support / Flexibility for Native Integrations
Playbooks to Support Email Messages to INTERNAL team members
Customizable Dashboards for Pro Edition

Return on Investment

Baseline for TTO
Baseline for TTV

Alternatives Considered

Gainsight CX and Strikedeck

ChurnZero has better UX/UI. Same complex configuration capability with easier use-case functionality.

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

Slack, HubSpot CRM

Usability

Overall, I only have a few product enhancement requests. As a whole, ChurnZero is a really amazing product and platform.

Support Rating

Quick response time, great knowledge-base, knowledgable support employees.

Likelihood to Recommend

ChurnZero offers the most aesthetically pleasing UI and a UX that makes complex configurations and enablement achievable for admins across varying levels of expertise. As an admin, set up is a seamless experience. As a user, I have concrete functionality to enable me to be effective in my day-to-day; as well as strong visibility regarding what's happening with customers given ChurnZero's core functionality and Segments. I think there are areas where CZ (ChurnZero) could become an even better platform; data aggregation support across multiple sources for account insights and dashboard feasibility, internal email messaging via playbooks, and with more data structure flexibility.

ChurnZero is my Hero!

Overall Satisfaction with ChurnZero