Item: ChurnZero
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use ChurnZero to help manage all our processes around preventing churn. In particular, we rely on ChurnScores to tag our customer risk level back to our CRM where our entire company is able to see the information. We use Plays extensively to manage repetitive processes and eliminating manual tasks for our CSMs.

Pros and Cons

Allows multiple ChurnScores that enable CSMs to view churn risk based on these varying factors
Automate creation of tasks using segments
Simplifies management of daily tasks

More clarity around our usage (event) data - it can be difficult to understand all the terminology ChurnZero uses
Add more functionality for use cases of Operations teams - currently focused mainly on CSM usage
Ability to set defaults when viewing dashboards and command center - currently all choices reset

Return on Investment

Use of automated plays and alerts to remind the CSM to do something
Understanding of a customer's overall health through the use of ChurnScores

Key Insights

Do you think ChurnZero delivers good value for the price?

Not sure

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

Sendoso, Salesforce CPQ, Atlassian Confluence, Slack

Usability

While I've figured everything out I don't think that ChurnZero is intuitive, meaning, to use it you must have training and must continue to use it or you tend to forget it.

Support Rating

Support is always responsive. Occasionally, they don't get it quite right but for the most part the support is quick, efficient, and helpful.

Likelihood to Recommend

For basic usage by CSMs, like ChurnScore for prediction of churn, ChurnZero is well suited and easy to use. For customer success organizations that have an operations team (or person) the functions available to the ops person are limited because they don't "own" accounts. ChurnZero is not as well suited for this situation but seems to making strides toward this.

ChurnZero helps you understand your customer

Software Version

Overall Satisfaction with ChurnZero