ChurnZero helps you understand your customer
September 29, 2023

ChurnZero helps you understand your customer

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ChurnZero

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

  • 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

Cons

  • 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
  • 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

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

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

Product usage
4
Help desk / support tickets
Not Rated
NPS surveys
9
Customer profiles
7
Automated workflow
9
Internal collaboration
8
Customer health scoring
8
Customer segmentation
9
Customer health trends
7
Engagement analytics
7
Revenue forecasting
7
Dashboards
7
Role-based user permissions
6
API
Not Rated
Integration with Salesforce.com
10

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