Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

ChurnZero identifies the activity of their use within our platform- DonorSearch. It can also be used as an organizational tool to generate reports and track tasks. My use case within ChurnZero is to identify clients who have low activity, so I can be proactive and reach out.

Pros and Cons

Tracks usage
Many filters for segmentation and reports
Tracks tasks and productivity
Links to Salesforce

Currently the emails that we send out do not link up to Salesforce.
Currently the usage isn't tracked within our billing system
Interface with account plays can be confusing

Return on Investment

Increased renewal retention
Increased revenue
We understand the client's journey better, and can be proactive

Alternatives Considered

Salesforce CPQ

Salesforce is great for storing your data in one centralized place. It doesn't track usage though, and that's why I like ChurnZero. ChurnZero gives you insight into the customer's journey. Salesforce is more of a customer relationship management database. The good news is you can integrate the two together for a seamless workflow.

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?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Other Software Used

Salesforce CPQ, DonorSearch, Microsoft 365

Usability

ChurnZero has an easy-to-use powerful interface. It takes the guesswork out of understanding who is getting use of their subscription versus those who will most likely not renew. It allows me to proactively contact my clients to try and turn things around before the renewal process or upgrade those clients who are using their subscriptions.

Support Rating

We have one on one training with one of the support representatives at ChurnZero. She was very helpful and broke down the training into manageable steps so that we could understand it. She worked closely with our team to ensure that everything was running as it should be. Also, I appreciate the help articles that go out to my email.

Likelihood to Recommend

A growing customer organization is well suited for this product. The tracking of the usage and automation is the best way to stay proactive and efficient. I would say that a small customer service shop may not need something like this. It depends on the business and the daily operations and volume of your customer base.

ChurnZero is a must have tool for Customer Service

Software Version

Overall Satisfaction with ChurnZero