Item: ChurnZero
Rating: 10
Author: Shannon Ketchum

Use Cases and Deployment Scope

We use ChurnZero to stay in touch with our current end users. We also use it for onboarding trial users and new users. We create alerts based on churn scores to signal when an end user may be preparing to churn so that we can reach out to them in advance before they churn. We are fairly new to ChurnZero, so some things we are still building internally, but we love it. It's very easy to use and the support is great.

Pros and Cons

Create Churn scores
Build plays for email campaigns
Onboarding new users

Building out Churn scores is complicated
The ChurnZero Academy is just ok
We have had 3 success managers in 6 months

Return on Investment

We are still new users, so this will be determined in the future.

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?

Would you buy ChurnZero again?

Yes

Other Software Used

Mailchimp, Basecamp, Slack

Usability

Some things, like building a churn score are complicated and the ChurnZero academy isn't great for this particular buildout. Also, we have had 3 different Success Managers in 6 months, so once we get momentum, we get a new SM assigned, which is frustrating.

Support Rating

We have never contacted support so I don't have a rating to offer.

Likelihood to Recommend

Overall, we are very happy with the software. While there is room for improvement, we are very pleased with it and are glad we took the plunge. It will serve us well as we build out more plays and alerts.

Overall, ChurnZero is a very valuable product and we are getting a lot out of it.

Software Version

Overall Satisfaction with ChurnZero