Item: ChurnZero
Rating: 7
Author: Verified User

Overall Satisfaction with ChurnZero

Use Cases and Deployment Scope

We use ChurnZero in our organization to overcome several post-sales hurdles for our customers who belong to different industries/verticals. We mainly use it to improve our customers' onboarding experience, drive user/product adoption to ultimately offer a better customer experience, and increase our customer growth through renewal and expansions to ultimately fight churn and maintain our customer base.

Pros and Cons

Pros

Data segmentation
Automation
Integration

Cons

Reporting
User interface
Resources

Return on Investment

Increasing net negative churn
Increasing new client onboarding
Improving client engagement

Alternatives Considered

Planhat

This is my first time to be working off the Customer Success platform on a day-to-day basis. While I have not had the chance to work closely with other Customer Success Platforms, I would love to experiment with Planhat sometime due to the favorable reviews I have come across recently.

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

Google Drive, Slack, Salesforce Commerce Cloud, Zendesk Support Suite, High Velocity Sales, VanillaSoft, Microsoft Teams, Zoom

Usability

ChurnZero is an amazing platform with a high level of granularity when it comes to tracking down and measuring the product onboarding, user adoption, metrics monitoring, renewal state, upselling opportunities, and churn rate of your customers. If only they had a better reporting engine and a slicker user interface, they would be very hard to compete with.

Support Rating

I have not had a chance to engage their support yet.

Likelihood to Recommend

ChurnZero is a great tool for customer/data segmentation. It is a great way to help organize your customers in specific views for when you would like to break your customer base down to segments for any upselling campaigns or renewal automation workflows. We also take advantage of their top-notch metrics and events to always be on top of the game in terms of tracking down the current status of our customers.

ChurnZero Feature Ratings

Comments

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ChurnZero - The mighty CS platform albeit with an Achilles' heel