Item: ChurnZero
Rating: 8
Author: Chris Williams

Use Cases and Deployment Scope

ChurnZero is a crucial part of my team's everyday software stack and acts as the primary home 'hub' for most of the activities we conduct each and every day. It allows us to monitor the health and wellbeing of our growing customer base at scale, as well as automate communications, log meetings, develop custom scoring models, and more. Given our customer success team's purview of ensuring the satisfaction and well-being of our customers, ChurnZero is an indispensable tool for us.

Pros and Cons

Automated drip communication cadences
At-a-glance account management
Automated data exports

UI and UX have a steep learning curve
Churnscore model could benefit from additional complexity and flexibility.

Return on Investment

Increased visibility into the health of our customer base.
Allows fewer CSMs to effectively manage more customer accounts.

Alternatives Considered

ClientSuccess

While ClientSuccess has a more intuitive UI and account health scoring model, I believe that ChurnZero is the more powerful and capable tool overall.

Key Insights

Do you think ChurnZero delivers good value for the price?

Not sure

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

Usability

Once configured, ChurnZero is a very powerful and capable tool, but as a result of reliance on integration with disparate CRM platforms, usability suffers from complicated and often unintuitive backend configuration. This is not entirely ChurnZero's fault, but it's a reality of building on this platform.

Support Rating

We've had fantastic support from our CSMs at ChurnZero, including Bri Adams and Kerry Finley, who deserve some kudos for the great work they do.

Likelihood to Recommend

ChurnZero is a fantastic tool that's tailor-made for Customer Success teams, but it's fairly narrowly targeted at that niche. It's optimized for post-sales customer account management and that alone. ChurnZero is especially valuable for managing larger books of business at scale and less optimal for smaller, higher-touch BoBs for which automation is less critical.

Powerful, scalable tool after enduring tricky backend configuration with outside CRMs.

Overall Satisfaction with ChurnZero