Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use ChurnZero to mitigate customer churn. This includes allowing us to have consistent communication with our customers, track and address at risk accounts, review and support renewals and new product deployments, and manage our tasks and messaging. From a mangerial POV, I check that my staff are staying in touch with their customers and proactively guiding them to grow and deepen their use and understanding of our products. When we identify accounts that are doing well, we use CZ to inform cross-sell potential.

Pros and Cons

Informs data driven decisions
AI generates messaging and summaries to save time
Dashboards to get a deep and high level understanding of customer health
Playbooks to outline next steps for specific scenarios
Journeys to track the life cycle of an account

When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
The content templates can be hard to stylize if you don't know html
Add the Merge Fields functionality to tasks, especially tasks made by playbooks

Return on Investment

Already allowing us to do some data-clean up and better identify struggling accounts
Gives us the tools to re-teach our team on being proactive, not reactive
We can more easily identify accounts that are positioned well for cross sell
Over time, we hope to see higher renewal retention

Alternatives Considered

HubSpot CRM

HubSport is quickly turning into a secondary platform for us. HubSpot functions much more as a task-oriented, call-as-much-as-possible, Sales system. Churn Zero far outpaces HS with its AI to summarize the account, and its ability to bring in outside data from Pendo, ZenDesk, Chorus, etc., which gives us a much deeper understanding of the account. HubSpot will allow messages and phone calls to be made out of their system, but it doesnt pull all the data into one spot.

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, Chorus by ZoomInfo, Zendesk Support Suite

Usability

I have not come across one tool in ChurnZero that I would not use. Yes, there can be a heavy lift in importing data and connecting outside systems, but once its in that data is truly eye-opening. There is a lot of configuration that goes into making a robust system like this work, buy you do get out of it what you put in. Like most technology, having someone to lead the implementation and understand the endpoint is key to bringing all the data together so it's complete and useful. It does take time to learn as well, but if you're in the system every day you can quickly see how all the tools interlink which leads to deeper understanding of the system and your accounts. Overall, as long as it is set up correctly on the admin side, its a very intuitive tool that is easy to use.

Support Rating

I have always gotten answers to my questions quickly and completely. I understand how to navigate their resources, what support is on-demand, and its easy for me to find the contact information to reach out to their team. the support is spot on and what I would expect my experience to be.

Likelihood to Recommend

Our CZ instance is great to get a holistic view of the account - product usage, messages, tickets, health, renewals, etc. There are some great features like the churn score that pull data together to create the customer churn score, which identifies district that are healthy, neutral, or unhealthy. This information allows my team to focus on accounts that need the most help, rather than focusing on when the next renewal is. We're using the system to pull ALL of our data to gather to make informed data driven decisions.

We aren't using CZ for marketing. We may use the system for up-sell and cross-sell, but its not suited for cold-calls and generating new business (at least for us).

ChurnZero is my Work BFF

Software Version

Overall Satisfaction with ChurnZero