Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use ChurnZero for all things retention-focused (proactive and reactive retention). We focus heavily on product usage/lack thereof and work on product adoption goals. We do both these things through a series of direct-to-consumer touch points through ChurnZero and internal prompts for teams to take action on the account.

Pros and Cons

Product usage data
Customer communication
Advanced segmentation/reporting

I'd like the ability to sync data back and forth between Salesforce on the Task level. I think this is probably a pretty specific use case, though.
I'd like the ability to export plays (to include emails in the play) in one file for reference
Email editor with more advanced functionality.

Return on Investment

We have historically low churn due to proactive outreach around risky components
We leverage a free to paid upgrade experience through ChurnZero
ChurnZero allows real-time ability to slice and dice customers based on product usage or lack thereof helping us make product decisions for our roadmap

Alternatives Considered

Pendo.io

We actually use both. We do not focus our usage of ChurnZero on the in-app functionality (that is something we do with Pendo) but we do find clearer usage data for a lot of elements with ChurnZero.

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?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Other Software Used

Pendo.io, Domo

Usability

ChurnZero is a super powerful tool and on a management level, we find it SUPER useful. We did struggle for a long time working to get our CS teams to be the end users as they found it a bit overwhelming. As time passed, we really focused on global elements, and the teams are focused more today on using ChurnZero for usage vs. communication (which has worked really well for us). We find a TON of value in ChurnZeo.

Support Rating

Quick, helpful, and efficient.

Likelihood to Recommend

There are a lot of business cases for ChurnZero and, candidly, after 5 years sometimes I feel like I am barely scratching the surface of what we could be doing to reduce churn and engage customers to better utilize our product. ChurnZero has been helpful for our organization in targeting the key product components needed to keep our customers sticky and really focus proactively on the risk elements.

ChurnZero is Awesome!

Software Version

Overall Satisfaction with ChurnZero