Item: ChurnZero
Rating: 9
Author: Cydney Boel

Use Cases and Deployment Scope

We utilize ChurnZero to have a better understanding of our clients. We are better able to manage our customer relationships and streamline our communication in order to deliver the right message, at the right time, and through the right channel. We have a better view of when our clients are at a high risk of churning and we've built specific workflows to trigger off that risk.

Pros and Cons

Giving us an accurate understand of product usage by our clients
Ability to be proactive with our clients based on their engagement
Better communicate with our clients at the right time

The system is so robust that sometimes it can be hard to navigate or find the information I am looking for
The "academy" is less helpful than I hoped, I find better / more accurate answers when I reach out to our CSM directly
The support team is generally responsive but can sometimes be slow or fall off

Return on Investment

Higher retention rate
Better decision making for our company

Alternatives Considered

Gainsight CS and SmartKarrot

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

Usability

Very robust feature set and easy to use once you understand what you are doing, however, it can be overwhelming or intimidating at first

Support Rating

Typically very supportive and quick, however, there have been times where support hasn't been as helpful or timely which has left us in a bit of a lurch

Likelihood to Recommend

ChurnZero is a robust and thorough platform that is well suited for B2B SaaS companies. It truly gives you a better insight to your clients, increases efficiencies for your Customer Success team, and allows your organization to be proactive with your customers. Companies who aren't the typical "SaaS" product may find that some of the features aren't incredibly relevant (though I think that would be the case with any CS software) and their academy can be difficult to navigate at times. Overall, they have a wonderful and supportive team of Customer Success Managers who are invested in the success of their clients and it shows.

Robust Platform

Software Version

Overall Satisfaction with ChurnZero