Item: ChurnZero
Rating: 10
Author: Thomas Nickel

Use Cases and Deployment Scope

At my company, we use ChurnZero to get an idea of how our clients are doing using our product, their process of adopting it, and identifying the risk of clients who aren't getting value from what we offer. This allows us to proactively help clients who may not even realize they aren't getting as much out of our product as they could.

Pros and Cons

Automating parts of customer experience.
Identifying cancelation risks.
Identifying client adoption of product.

Custom Date range for the usage panel on a Customer Profile.
Custom Links for linking to different internal systems that there may not be a direct integration for.
Connecting to a VoIP system like Ring Central would be cool, so I don't have to always go into my CRM to make client calls but it's definitely a "nice to have" and not critical.

Return on Investment

ChurnZero has helped us identify risk points for our clients. I can't measure the dollar amount of the difference it has made for us, as I don't know those metrics, but it's been a great investment of our time and money to use it, for sure.

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, Slack, Atlassian Confluence

Usability

I think that ChurnZero is a super usable software that almost anyone can use, that works as a CSM. I have not used software like it so I don't have a good comparison, but using our CRM to do similar tasks was for sure not cutting it. I think that it is a beautiful addition to our CRM, and is great for our CSM team in implementing processes to give better value to our customers who are loyal to using our products.

Support Rating

I have not worked directly with their tech support, but our CSMs from ChurnZero, Krista, and Madison have been wonderful to work with in helping us with the adoption of the software. Other people on our team have worked with their tech support and had generally good experiences.

Likelihood to Recommend

I would recommend ChurnZero to literally anyone that could benefit from user insights and client retention processes. Sure there are some small things I would tweak, but this could be said of any product since every company has slightly different needs. There are no unicorns that do attrition prevention, CRMs, email clients, and VoIP phone systems all in one. But ChurnZero when used alongside a good CRM is as close as you are ever gonna get. I couldn't recommend it more, and every CSM we have worked with while using their product has been phenomenal. I also would say that their academy for training is one of the best I have ever seen and makes it super easy to get up and running on your own time. They have great resources for this if it's hard for you to get time on the calendar with their people for onboarding. But I would still recommend talking to them if you can because it's always a pleasure.

ChurnZero - the CSM and retention software you never knew you needed

Overall Satisfaction with ChurnZero