ChurnZero is a must if you are in validation for CSM
Updated September 29, 2022
ChurnZero is a must if you are in validation for CSM
Score 10 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with ChurnZero
For this year our focus is to put all customer info in one place as this did not exist in my company. With ChurnZero we found that tool and way more, as we found out all the processes we can automate with it.
- Automate your proecesses
- Complete overview of projects and customer life cycle
- Nice reporting options
- Delete accounts by myself (only possible via ChurnZero support)
- ChurnZero Knowledge base is on a low level - try to bring it more to users
- User should be able to create / edit their dashboards more to their needs
- as we are in our first year with ChurnZero we are not able to tell yet
For our CSM teams it is the better product. Also, in ChurnZero I can create things to our needs
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 Feature Ratings
Using ChurnZero
15 - Customer Succes
Finance
CEO
Finance
CEO
1 - You need some understanding of an CRM and technical knowledge, but also understand the needs of the people & teams working with it
- Customer Overview
- Implementation Phase
- Engagement Phase
- Reporting
- We can automize more as thought in the beginning
- The complete overview of a customer
- The quick and simple reporting
- We will build sections / tables for project management
- We will automatize what we have on word doc right now...
Evaluating ChurnZero and Competitors
Yes - The whole Customer Success team switched to CZ instead of Jira (Jira stays for development)
- Product Features
- Product Usability
The product features might be small on the first sight, but gives you a lot when you dive deeper
I would do it the same way, as we use it from this year on (spring time)
ChurnZero Implementation
- Implemented in-house
Yes - 1. Learning with the Academy and define our processes
2. Set up CZ to our needs
3. Transition phase so people can get used to it as it is their daily tool and to adapt processes after a while working with it and having feedback from the teams
4. Transition closed
2. Set up CZ to our needs
3. Transition phase so people can get used to it as it is their daily tool and to adapt processes after a while working with it and having feedback from the teams
4. Transition closed
Change management was minimal - Some people understand the usage of CZ from the first day on and others need more time. But this is normal when it comes to implement a new tool and get rid of one people knew. My lesson learned: to be more patient and to not expect the same understanding I have ;)
- Understanding the meaning of a feature
- how to clean up old data
ChurnZero Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No, because not needed
In our starting phase, when no one in my company knew how to set up and deal with a part of the journey. after a call with support it was very clear and we were able to proceed fast.
Using ChurnZero
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Journey
- Survey
- Segments
- Deleting Accounts & Contacts
Yes, but I don't use it