Honest review from a newer CSM
August 29, 2022

Honest review from a newer CSM

Brandais Markey | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ChurnZero

ChurnZero helps by tracking product usage, implementing NPS scores, providing options for proactive outreach, and easy to export data for analysis. Before ChurnZero, we were unable to project potential at-risk accounts and possible churn. We also didn't have the means to effectively fight churn. We went from reactive to proactive in our CSM department.

Pros

  • ChurnScores are customizable variables that provide a quick evaluation of the overall health of an account/customer
  • Exporting data is quick and easy and provides value for book of business reviews
  • ChurnZero Plays is an amazing tool for proactive outreach with great customization features
  • Being able to integrate our software as well as Salesforce with ChurnZero has been essential
  • The ability to create Tasks and Log Activities on an account level provides clear communication throughout our team and aids in daily outlook planning and prioritizing

Cons

  • We would love to see the ability to delete contacts from accounts when the person has left the company.
  • I would love additional customization features when creating Plays, being able to stylize them even further to be eye-catching and pleasing.
  • We have some customers who are active seasonally. We run into issues with the Usage Frequency field for these customers as sometimes they are marked as inactive. It would be cool if there was an on/off switch to mark an account Seasonal so this is taken into account for their usage. Or if the algorithm was able to check historical usage and identify the account as seasonal on its own.
  • We have used Plays in ChurnZero to advertise, offering additional free mobile logins; this has led to a huge upswing in users and an increase in our product stickiness
  • One company goal is to improve our customer experience by 25%, we have been able to measure this using the NPS score feature

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

ChurnZero is easy to pick up and very user-friendly. They also offer an Academy page with easy-to-follow videos and tutorial courses that cover all the features.
It's very easy to get help and assistance from the team at ChurnZero. The ChurnZero team is both friendly and quick to respond.
For companies just beginning to implement Customer Success Managers and looking to fight churn, ChurnZero is a great first step! Very user-friendly and an all-in-one multitool that offers endless value to a team. I believe Account Managers/Executives can find a lot of value in this software as well, specifically in upsells and being more informed on accounts.

ChurnZero Feature Ratings

Product usage
9
Help desk / support tickets
10
NPS surveys
10
Sponsor tracking
9
Customer profiles
9
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
9
Engagement analytics
10
Revenue forecasting
8
Dashboards
10
Role-based user permissions
10
API
9
Integration with Salesforce.com
10

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