Item: ChurnZero
Rating: 8
Author: Kathleen Riley

Overall Satisfaction with ChurnZero

Use Cases and Deployment Scope

As a Customer Success Manager, I use ChurnZero to keep tabs on my book of clients. The customer health organization by color and score allows me to properly prioritize accounts and create actionable insights. This helps me keep my clients engaged to increase the likelihood of contract renewal and upsells.

Pros and Cons

Pros

Automated organization of accounts
Filtering capabilities
DHC platform usage tracking

Cons

Unpredictable glitches in account profiles. For example, one of my account profiles populated 0 users, despite no one manually changing this metric from 10.
Increase in turnaround time for updates in Salesforce. Normally takes about a full 24 hours, which can make it hard to see if my business partner has already logged something.
More user friendly interface for filtering segments. It took me a few months to adjust to the functionality.

Return on Investment

ChurnZero has helped me more accurately predict which accounts will renew and which will terminate contracts, helping me plan to make up the revenue elsewhere.
It has reduced the amount of time spent on customizing mail merges, because it comes with a filter for account name, user name, etc. This allows me to focus my energy elsewhere.
It has reduced the time I spend pulling together usage and other factors such as email communication to determine a client's health.

Key Insights

Do you think ChurnZero delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Other Software Used

Salesforce Lightning Platform, Zoom, Microsoft Teams

Usability

I am giving it a 6/10 because the functionality is different than anything I am used to. When I compare it to the usability of a platform like Definitive Healthcare or Salesforce, I find that it's slightly less intuitive. This is due to the color scheme and the organization of the tabs on the left-hand side.

Support Rating

I have never contacted ChurnZero support.

Likelihood to Recommend

I think ChurnZero is great for someone with an existing book of business because it allows the user to monitor changes in account health in real-time. Being able to see usage, NPS scores, and customer communications paints a clear picture of my relationship with an account. I could also see this being a useful tool for sales, because it allows you to create and prioritize tasks, and send out customized, automated emails. Outside of sales, customer service, and anything communication/behavior-based, I don't know if the ChurnZero I use would be effective.

ChurnZero Feature Ratings

Comments

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ChurnZero in Customer Success

Software Version