Item: ChurnZero
Rating: 8
Author: Richard Lewis

Use Cases and Deployment Scope

We use ChurnZero to curate information on Accounts and Contacts for our CSMs. Understanding how usage and interactions with our software from the end-user side is a valuable tool to connect with the customer, increase adoption and to show the ROI. We can also use the data to identify ways we can expand our offering (services, features, integrations etc.). On a weekly basis I am, using plays to help automate tasks, notifications and email correspondence.

We also depend on ChurnZero's WalkThroughs to help guide end-users with basic "how-to" or insights for our products. We use notifications to celebrate milestones and alert customers (and internal staff) when specific elements are reaching capacity. This also provides a touch-point for upselling/expansion.

Pros and Cons

CZ has a diverse feature set
The UI/UX is easy to use and is constantly being enhanced to work better
Excellent usage metrics and tracking capabilities
Branding controls for customer facing communications (pop-ups, walk throughs, notifications, etc.) is very comprehensive

I often cannot find answers to what I'm looking for in the knowledge base or academy. Although I will say when I reach out to support I usually get an answer quickly.
The Email HTML "Branding Templates" often do not maintain formatting and are not that robust.
Testing the above formatting (for emails) is not always reliable.
There are so many filters to factor in to segmenting content in CZ it is almost impossible to know them all. This honestly could be a positive, but when you search to segment something and cannot find the forest through the trees it can be frustrating.

Return on Investment

CZ has allowed us to be much more diligent with customer awareness, through various correspondence options. Customers love to be in the know.
Knowing when renewals are coming and being able to plan, forecast and be proactive.
Looking at the metrics for healthy accounts and using the logistics to make other accounts healthier.

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?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Other Software Used

Camtasia, MarcomCentral, Adobe InDesign

Usability

It is an amazing tool with so much depth, but I have found it difficult to find certain aspects of the application. Once you get the hang of things it is pretty easy to move around. I do wish it was easier to have 2 tabs open for doing 2 simultaneous tasks, the browser does not provide the "Open in a new tab" when you right click for most of the left menu items. Being able to easily organize Segments and Plays into folders is huge for usability. The sticky aspect of select things gets a little annoying, especially when you would rather something else be the default/sticky way things show or list.

Support Rating

I have had quite a few support issues and many are unresolved, because the system does not support that. They have indicated these would be added to the enhancement list, but we all say that. I WILL say that support has been incredibly helpful, quick to respond and for a few issues tenacious is making sure things are working smoothly after the issue was identified. They also follow-up on the regular, which is very helpful, because you forget sometimes that an issue may still be pending.

Likelihood to Recommend

ChurnZero can do so much, it is hard to know of and keep track of all the things you can do. I will say you can get amazing segments using data from your products and CRM to automate a variety of activities and create actionable tasks. It also does an incredible job at keeping your customers informed through a variety of communication tools (email, messages or notifications, walk throughs and success center/panels). I am constantly asked to do things with CZ for sales, but considering it is targeted for customers, I often cannot oblige; unless it is to upsell or expand.

We have a few product lines that are independent of each other (although may all be integrated at some point) and we are trying to use CZ to support the accounts and contacts in these different silos. You can do it, but you really need to know what you are doing or the information may be very misleading. It would be nice to have a simple way to partition the different products and choose what you want to connect.

Zero to worry about with ChurnZero

Software Version

Overall Satisfaction with ChurnZero