Item: ChurnZero
Rating: 10
Author: Mariel Bretón

Use Cases and Deployment Scope

We use ChurnZero mainly to better manage our customer information, journeys, experiences and relationships. CZ has also been extremely instrumental in running the NPS campaign and process globally. CZ is a great tool for remote, distributed global customer success teams to come together and serves as a single, uniformed source of truth for standardizing processes on a global scale.

Pros and Cons

Bring visibility to both details and important milestones
Great visualization of data and the possibility to drill down to great depth if needed. So, it goes from the big picture to the needed nuances
CZ performs great for integrations to other software tools.
I value CZ Academy resources and the way they can bring together a group of people with the same passion and purpose for customer success.

At first, it is difficult to get the hang of it and there are so many fields and different paths for a similar process. It takes time to strengthen the muscle memory to get really good at using it.
Customer onboarding is easy and agile, but you always expect the most and have an extremely high bar for a brand named Churnzero, right. Mostly even the highest expectations are met.
Sometimes in their effort at Churnzero to be proactive the use and interruption of their chat box feature can be a nuisance.

Return on Investment

Positive impact has been timely visibility of customer data.
A benefit has been helping to speak a common language, KPIs and process steps within the entire customer success organization and all its team members.
Churnzero integration to Salesforce is a top feature.

Alternatives Considered

Prior to making the decision to purchase ChurnZero we conducted an exhaustive benchmark and it came up very high in our parameters including flexibility, integrations, ease of deployment and price. Churnzero provides high touch points of contact customer support so you can get the best out of the tool in the shortest amount of time. This is something you realize after the purchase and it validates you made the right choice.

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

Salesforce CPQ, DealHub.io, Domo

Usability

ChurnZero's overall usability stacks very high as evidenced by how once it becomes of your basic tools and processes you can't imagine how you faired during the time you did not have it and how manual and cumbersome the customer activities and tasks were to manage. ChurnZero provides the platform to concentrate on the most important aspects of your customer relationships by placing the data upfront and center for you to take actions and make decisions faster.

Support Rating

I was not allowed to skip this question, I was nudged to write out a full explaination
I could not answer this question as I personally have not been in a position to seek out customer support, my colleagues have, but I have not. The feedback shared to me was that staff members from Churnzero were very helpeful and prompt in their responses. Also, Churnero organizes great events and has great content on their blog.

Likelihood to Recommend

ChurznZero (CZ) is very well suited for global, distributed and remote customer success teams that work in the SaaS start-up environment. They get it, this is their playing field and they have a great platform with useful features that contribute to both time efficiency and process eficacy. The tool will only be as good for your company as the effort you make to name a champion to deploy it and the time investment you make in learning it. If you are serious about fighting churn and are willing to make a commitment for over one year to learn how to use CZ then this is the perfect tool for your organization. After 1 year you will experience its complete capabilities and would have reaped both the short term and long term benefits. It is a tool that needs to be both built in your culture and built up constantly.

Review of ChurnZero as a professional in a supporting role outside of a customer success team.

Software Version

Overall Satisfaction with ChurnZero