Item: ChurnZero
Rating: 10
Author: Hilarie G. Williams

Use Cases and Deployment Scope

We primarily use ChurnZero to manage the day-to-day administrative activity of our accounts, track renewal and upsell opportunities, and keep a close eye on usage. We also leverage health scores to keep a close eye on what we can be doing to ensure the customer is reaching value in the expected amount of time.

Pros and Cons

Easy to use command center for CSMs
Raw Usage Data with details - easy to read and for customers to understand
Accurate Health Scores based on the attributes that matter most to your business

Would love an inbox connection - when using Plays, unless we CC/BCC ourselves, we can never find the message again in our email
Would like a scheduling functionality added

Return on Investment

Huge time savings for CSMs to log activities
Able to see exactly which areas we need to focus on based on key milestones in the customer journey

Alternatives Considered

GUIDEcx, Mixmax and Gainsight CS

Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured

GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal.

Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management).

Key Insights

Do you think ChurnZero delivers good value for the price?

Not sure

Are you happy with ChurnZero's feature set?

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

Usability

While the command center is game changing, and health scores are easy to stand up, change, and configure, the general UX/UI could use some great improvement.
No in-inbox app to manage templates, plays, and communications -- have to switch task too often to remember to log activities when responding to customer communications; even if there was something in-platform where we could manage emails, I'd be fine with that over working in corproate email app.
Segments are confusing to use, and even with about a year of using them at my current company, and 2+ years using it other places, it still doesn't get easier to relate the information we need for reports that can be customer facing.

Support Rating

Our CSM has been incredibly helpful, is always willing to help us, and point us in the right direction.

Likelihood to Recommend

If you are a larger company (500+ employees), ChurnZero is right for you; if you are a smaller organization looking for a tool to be used by your CX org, and track onboarding milestones, customer journeys, and give your CSMs a hub to do their work, there are other tools that require less of a lift to implement, and have similar functionality.

CS Hub, Easy Implementation, Great Customer Support

Software Version

Overall Satisfaction with ChurnZero