Item: ChurnZero
Rating: 10
Author: Eden Ivie

Use Cases and Deployment Scope

We use ChurnZero to manage every phase of client success, from onboarding through implementation and ongoing support. ChurnZero allows us to automate our processes while maintaining a personal and high touch experience for our clients. With ChurnZero we can accurately monitor client progress through onboarding and identify successful implementation. Customer health scores allow us to proactively address customer needs before they become major issues.

Pros and Cons

ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.

Implementation is a serious time commitment. It was a lot of work, but totally worth it.
Segmentation can be complicated (this is a pro and a con). Everything is customizable, but building segments can be tedious.
Minor annoyances in software navigation have been improved greatly over the last few months!

Return on Investment

Our engagement has increased dramatically since implementing CZ
Churn rates have dropped and we know immediately if a customer has successfully adopted our product

Alternatives Considered

We've used several products such as HubSpot, Asana, and Chameleon. ChurnZero gave us all of the features we were looking for including product usage, health scores, automations, journeys, in app walk-throughs and in app announcements. We were able to replace several platforms with ChurnZero and ended up with more functionality.

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?

Yes

Would you buy ChurnZero again?

Yes

Other Software Used

HubSpot CRM, Recurly, Wrike

Usability

Once ChurnZero is set up, it is easy to navigate and accomplish tasks within the software. From the dashboard, CSM's cab view upcoming tasks, emails to review and send, and accounts that might be in trouble. Managers and executives can monitor CSM's progress and overdue tasks as well as product and feature usage.

Support Rating

ChurnZero's technical support is fantastic, they have always been quick to respond and have always been able to resolve my issues.

Likelihood to Recommend

If your platform does not have built in reporting or visibility on usage, ChurnZero is a must! It will provide all of the tools needed to support your customers and reduce churn. Automated onboarding and check in emails make life easy for CSM's and give them a clear picture of where every client is in their onboading journey.

I couldn't do my job without ChurnZero!

Software Version

Overall Satisfaction with ChurnZero