Who Uses This Software?

ChurnZero was designed for digital subscription business (SAAS, content, services) where customer engagement is key to customer success.


Average Ratings

28 Reviews
  • 5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • ChurnZero
  • churnzero.net/
  • Founded 2015
  • United States

About ChurnZero

ChurnZero's real-time SaaS platform helps subscription businesses fight customer churn. Our platform is uniquely designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero helps businesses understand how their customers use their product, assesses their health and their likelihood to renew, and gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content,


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ChurnZero Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis

ChurnZero Reviews Recently Reviewed!

5de5203db669cbb907584a2a3c87f6cc

Useful Retention Tool

Nov 21, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: ChurnZero makes managing a large number of clients manageable for our team. It has allowed us to monitor client behavior, report on engagement, and get ahead of risk.

Cons: There is a bit of a learning curve as the UI can be somewhat overwhelming for new users. There is so much valuable information - it can be hard to know where to start!

I have only been using ChurnZero for a short amount of time but I love it!

Nov 21, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to manage client health reports. Keeping track of which rate clients will possibly renew. Client health/retention is extremely important for a startup like Terminus. We want our customers to be advocates of our brand and we are able to track their overall health with us through ChurnZero

Cons: ChurnZero, of course, is just an estimate. Not going to give an exact answer to customer/client churn possibility.

A great way to understand your customer base

Nov 16, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: - Installation process makes you think about your users in a new way.
- Flexible alerts and reporting
- Combine in product actions and in life events to get a true understanding of customer health

Cons: - Our salesforce configuration is particularly complex and is ever-changing, which has caused a few hiccups

Aafa3ab4efb76e394bafa597af1447cf

Perfect for what we needed

Nov 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The product is flexible enough for our diverse customer base. Some need high touch and others we want to automate. We have that choice and flexibility with ChurnZero. Their implementation team is very good and has put in the time to make sure we are seeing results.

Cons: We were a little aggressive setting up a ton of events from the start so implementation has been intense although its completely self imposed. I would suggest starting off with just the events and properties that are must haves and add the nice to haves later.

70e1cd842169ac71fccb13a4c48d2031

ChurnZero has changed the way I manage my clients, making it easier successfully do my job!

Nov 13, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Pros: I am constantly working with clients and scheduling calls, so ChurnZero is great for me to quickly check usage reports, recent activities, and even active contacts. There have been a few times I've been able to identify new users simply from the CZ dashboard or my custom alerts, which has helped me to be visible to everyone I should be engaged with.

The trigger emails/custom alerts I mentioned are lifesavers. I've been able to promptly address potential client "fires" with the client before the client brought them up to me. This positioned me as a knowledgeable ally and resource that they can come to for assistance.

Cons: There's not much to dislike with the service. Sometimes the ChurnScore might not be as representative of my clients' health, but that is basically subjective to each client and their own strategy & use of their platform.

It's been a great way for me to view all the information related to an account.

Nov 07, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
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Pros: How it consolidates all the information you'd need about your clients and users into one place. Most importantly it pulls in extremely helpful information on assessing whether or not a client is in good health. It's hard to keep all of that information organized and to check up on it regularly but between ChurnZero's notifications and consolidation of information, you feel much more confident that you are up to date.

Cons: It does feel like there is a lot crammed onto every page. I think there could be less graphics and visuals on the dashboard and command center.

E61587922fd0ea0ac92ebb0ec6e240d4

ChurnZero has helped our team approach customer success in an entirely new way

Oct 30, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The customer service from the CZ team goes above and beyond expectations. They have helped us get ChurnZero set up in the way that is most useful to our team's workflows and have been great at communicating with us.

ChurnZero is also incredibly customizable -- it helps us make sure we are approaching situations from a variety of angles that weren't possible before.

Cons: The user interface could be prettier; however, the functionality is all there. Once you do get used to moving around the site it becomes a black hole (in a good way) because you keep finding new ways to approach plays and strategy.

4625854d6da9dd5f395deab405547d10

Great CS platform for SaaS businesses

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Implementing ChurnZero has been one of the highlights of our year. It is a great feeling knowing we are proactively able to monitor client health and manage renewals appropriately. We used to track activities and usage internally but it was a much more manual process. ChurnZero's platform and sleek UX is easy to use and navigate. Reports, dashboards, and key metrics are easy to understand and digest and enable our teams to take actionable steps.

In less than 6 months, we were able to not only fully implement ChurnZero but have data and analysis in time for our annual user conference in October. Our enterprise clients were thrilled with our new usage stats we were able to provide to them...definitely made us look great!

Cons: While there are options to tailor/customize certain elements (like segmentation, churn score, etc) there is still opportunity to allow further tailoring of the site and features. For example, tailoring notifications is great but having the ability to remove tags would be beneficial. Being able to see what browser our end users are using while in our platform would also be helpful because many of our customer troubleshooting begins with us identifying whether they are using browsers that are too old or are no longer being supported.

ChurnZero has been good so far at listening to us and accepting feedback and helping us with implementation. I have no doubt they have good product roadmap plans and will incorporate elements as more and more of their customers suggest improvements.

ChurnZero is also a very robust system and we have it integrated not only with our SaaS platform but also with Salesforce so fully implementing everything took longer than expected (~3 months). This was mainly due to our internal resources having the time to work with the implementation team (not ChurnZero's fault) but I wish we had more of a heads up prior to rolling out.

Overall: - Increased visibility on usage stats
- Better understanding of which clients are high/medium/low risk of churning (good for our CS team)
- Knowledge of which features of our SaaS platform are used most widely (drives more R & D and good info for our product teams)
- Smoother annual renewal process (good for our sales teams)
- Improved and consistent communication and setting up plays
- Understanding our various segments and the activities we see among them

Churnzero provides insight into Customer use and patterns that are complete gamechangers!

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros:
Tool provides the great insight! This tool is like having a cheat sheet on how our clients engage with our software. Most clients have a million tasks they have to deal with, instead of trying to gauge client use through asking, this provides tangible and reportable data on client usage.

Cons: Still waiting on in app messaging. I know this already on the roadmap, and available for a lot of other users, I am really just anxious to go live company wide over here.

Overall: Provides visibility on client use of our software. Helps identify possible gaps in use, where I can step in as the account manager to not only help our clients fully utilize our tools, but also show the value for clients to add on features that may not be currently in their system in order to make their day to day jobs easier.

Great product

Oct 30, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I really like how you can customize the software. It makes it more personalized and beneficial to my day to day needs.

Cons: It can be a bit complicated. I am very new to the software so I think it's just a matter of figuring out how to use the software.

Overall: It gives me a personalized dashboard where I can track my clients and see who I need to focus on each day.

Cd6589d52edd9dbaeaf86a7c99ece248

Visibility, Insights, and Support

Oct 30, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to have visibility into not only accounts but also individual contacts. In addition, being able to set goals and have a level of automated response to those triggers is incredibly powerful if fully utilized. Every software organization has their own component-specific metric which they want users to accomplish, and ChurnZero allows you to set up your own metric to measure users on.

Cons: Out of the box, it would be difficult to ascertain the real depth of this tool, requiring a success manager. That being said, their account management relationship with the customer is exceptional.

B2be7d11f7a65680eb5a031998458376

We are fairly new to using ChurnZero but we like the flexibility of the product AND their team!

Oct 30, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We are fairly new to using ChurnZero but I like the flexibility it has and the amount of information we can have pulled from Salesforce. Our own company believes in visibility and with ChurnZero, for both our Support and Success team, it is starting to show just how awesome of a tool it can be! We use ChurnZero to monitor usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc. (sure there are TONS more we have YET to discover). In general, we hope that ChurnZ will help with forecasting, identify & address at-risk customers, NPS and reporting. Not to mention how awesome Abby was with training our team.

Cons: Many of the issues are internal issues on our end such as making sure our data is clean in Salesforce and not really knowing what would be best to monitor for the health of our customers. But the more we use ChurnZ the better equipped we are at find that happy medium.

Overall: Usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc. (sure there are TONS more we have YET to discover). In general, we hope that ChurnZ will help with forecasting, identify & address at-risk customers, NPS and reporting

OMG SO AMAZING!!!!

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: How much information I can have and how I don't have a limit for it . I use this daily and i dont have any issues and can find anything and everything I need.

Overall: any and all i can think of

Very effective!!

Oct 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The ease of use...while it may look complicated it's really easy to use once you get the hang of things.

42df6a42113e7d5f9539ccafb4236174

ChurnZero has been incredibly helpful in my role! Customer success is A+ as well.

Oct 16, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I am able to quickly view all our customers and see how usage is trending. Usage can be measured by a variety of different metrics, all of which make up a 'Churn Score.' I can also identify power users/laggards at each customer account, and use the Play function to proactively send automatic emails.

Cons: There are several reports/dashboards that I'd like to be able to see and can't currently. For example, being able to look at the percentage of users at an account and how this has changed over time in a line graph. I'm looking forward to seeing where the software goes over the next 6 months or so.

ChurnZero allows me to easily target my contacts and reach out to my clients more efficiently!

Sep 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This tool has made it SO easy for me to communicate with my clients in the right way at the right time. The segmentation tool helps tremendously with targeting my clients based on certain engagements or account attributes. The best thing about ChurnZero is how much time it has saved me in reaching out to my clients. With a book of about 260 accounts, it has been a lifesaver for me in terms of sending out important information, getting out in front of customers who need it, and most importantly - uncovering upsell opportunities. The dashboard is also extremely beneficial for me to look at my accounts who are at risk.

Cons: Previously, I felt the segmentation tool could use some work, but the team over at ChurnZero took our feedback and updated it and they are much easier to create now. The only suggestion I have is that a chat functionality could be a cool add on sometime down the road!

This is a fantastic tool to help keep clients engaged and has a great team supporting it!

Aug 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ChurnZero helps me manage my entire book of business in more impactful ways. I can target clients based on their application use and/or our interactions. Also, I can stay more in touch with all of my accounts and it takes much less time.

Cons: I use Outlook activities to keep track of my to-do list. It would be great if ChurnZero could push my activities to Outlook.

Overall: Easily finding and targeting quiet clients. This help to stay in front of them and get more engagement.

Life savior for Reports

Aug 11, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I use ChurnZero almost every day to create reports for our customers. It is also helpful to send Plays to customers to remind them about cool new features and upcoming events.

Cons: I think the help center could use some work. The home page is a little overwhelming and it would be nice to have an updated help center or how-to's that I can browse when I have a question about the platform.

Overall: Our customers love the reports I create from ChurnZero.
It is easy to sync with Salesforce.
The customer success team is AMAZING!!!
One suggestion: improvement to the help center

A Must-Have for Customer Success

Aug 11, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ChurnZero revolutionized the way we communicate with our customers. Not only can I build targeted cadences (that include email and in-app messages) based on activity, but I can quickly search for a particular user to determine how they've interacted with our platform prior to a call. The cadence feature, known as Playbooks, is KEY to engaging with customers in a scalable fashion. I can build Plays based on activity or in-activity - meaning if a customer has not logged into our platform in the last week, they'll automatically receive a personalized message from me prompting them to do so and asking why they haven't. I've received hundreds of responses from customers telling me WHY they do / don't use specific features. I can also use Plays to specify what segments of customers see within their "Success Panel" - this is a key feature when announcing our own product releases, upcoming events, or special announcements. I always check a specific person's usage prior to hoping on a call with them - it gives me leverage in understanding their activity within our platform without having to guess or ask them. I can also keep customers accountable when they have "homework" between trainings. All in all - GREAT tool with an amazing team. I cannot say enough nice things about Abby, the VP of Product who meets with my team biweekly to discuss best practices. We're in great hands with ChurnZero.

Cons: Honestly, I can't think of anything. It'd be great if we could see which browser a user is on when interacting with our tool - this is key for us as we don't support particular browsers. When "bugs" are reported by users, we almost always ask about the browser. It'd be awesome to know this during troubleshooting but also to build a Play around this to remind folks to use a compatible browser. I'm fairly certain this is on ChurnZero's roadmap though.

Overall: Increased visibility into how and when our customers interact with our platform. The ability to communicate with customers in a scalable way. The ability to build out trends and usage benchmarks as they relate to the customer journey.

Great insights to my clients and their usage; easy to use.

Aug 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I can see who is logging into the software and when. This helps me to reach out to the right people to get a better response.

Cons: Sometimes it doesn't synch up to Salesforce right, but that isn't their fault. This is really the only thing I can think of!

Overall: Gain more insights into my clients and their usage in our system which helps with my renewal rate and understand a clients' needs.

Awesome Product - Always Getting Better, Too!

Aug 01, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As the administrator/technical user, I like that they try to make everything as easy as one could to configure & set-up.

From setting up the tracking code for measuring different user activities in our application, to lining up the salesforce.com integration to tie to our customer accounts from our database, the whole process is very straightforward and can be completed by running through their documentation once and just knocking it out yourself.

Aside from the set-up, I'm a huge fan that they're always adding features and functionalities, while enhancing others, and it's apparent that they take customers requests into mind when building these out.

Going further, I really appreciate that they never roll out anything too early or half baked - each & every feature rollout has been packed with great new enhancements that really allow you to take how you're using ChurnZero to another level.

Cons: There's nothing I can say that I outright dislike about ChurnZero, just 'wish-list' types of things that come up.

On occasion, I find myself saying "damn, I wish I could also do x, y, z" when using a certain feature or function or "it would be cool if you could do a, b, c".

The good news is that ChurnZero is a great SaaS company & constantly improving their product, so chances are always high that eventually I can do xyz and abc - they've been great about taking feedback over our time with them and actually building features and functions out around them.

Overall: We're using ChurnZero to solve the challenges involved with measuring, monitoring & analyzing customer activity & actions within our application, combining it with CRM & customer/deal specific data, and then deriving meaningful information to actually act on.

Building off of this, ChurnZero provides a great medium to grab a pulse of your customers on every level possible - as an aggregate, segmented by defined groups, as an individual customer, and even down to individual users.

While we could certainly pull all this information ourselves, it would be inactionable, certainly more time intensive, and likely something much harder for the customer success team to digest compared to the incredible UI/UX provided by ChurnZero.

By & large the best benefits have been around the time saving achieved by putting all the information about a customer at the finger tips of the customer success team & allowing them to act from there.

Working with the ChurnZero product and team has been great for our Customer Experience team.

Aug 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We're still relatively early in our ChurnZero implementation, but the two things we love so far are being able to track what our users are doing in our platform (which is critical for everyone in the company, not just customer experience) and being able to communicate with them while they're in the product.

The in-app announcements have already proven extremely in better engaging our customers with product updates and marketing announcements. Now that we're tracking feature usage, we can now begin promoting and educating our users on our stickiest features that reduce the likelihood of churn.

I can also say that the customer support and training are the best I've come across. The CZ team is extremely responsive and flexible. We were quite particular during our implementation process and they were able to accommodate just about every request. Our team gains something valuable on every call we have with them. They understand the nuances and pressures of SaaS support team and cater to that.

Cons: The platform is VERY robust (obviously not a bad thing), but with that comes a little bit of a learning curve. It takes a few sessions to cover everything in the platform, and I think there could be more self-service materials to help with that. Generally speaking though, we haven't much that we don't like.

Overall: Ultimately, we want to try and reduce churn by better engaging and educating our customers on our stickiest features and we integrated ChurnZero to help execute that vision. We've already seen early benefits with the in-app announcements and anticipate all of its other tools helping us meet our CX goals.

ChurnZero gives me a wide view of my entire client base and allows me to keep tabs on my accounts.

Aug 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: -It is so helpful to be able to filter for different activities, and segments of clients. This gives a thorough view of all of my different accounts, and prevents clients from "slipping through the cracks".

-The customizeable Churn Scores and segments allows me to define what I feel makes a "good" or a "bad" clients, so I can really control my views based off what is "important" to me.

-I love the real-time alerts (that I can set and customize). This really allows me to stay on top of important issues/events (account suspension, holds). This allows me to address client issues in real time (often before the client knows there was even a problem!)

-The Playbooks save me so much time, I can easily identify and mass email my clients when needed. It is great to have tracking on who engaged or did not engage with my content.

-The in-app alerts are nifty too, as a different way to reach my clients outside of an email or a screenshare.

Cons: -Sometimes I forget to log in to the app when I start my day.
However, I still get the most important alerts emailed to me via CZ. So, even if I forget to log into the app, I am still in the know.

Overall: -Identify quiet clients that may be at risk
-Stay on top of my entire book, not just vocal clients
-Find new Users that I may not have been introduced to (who else is spending time in the app?)
-Reduce Churn on clients (reduce revenue loss)
-Find new ways to engage quiet clients (outside of traditional email and phone call)
-Mass update my clients (saves me time, and gives me tracking on these efforts)
-Identify up sell opportunities (generate new revenue for my company)

Everything aspect is user friendly

Aug 01, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love that we are able to connect with multiple other softwares that we're using. It really helps to keep everyone on the same page, and collectively work towards our goal.

Cons: Sometime the connection between the softwares we use drops. There is miscommunication between softwares, and ChurnZero reflects incorrect information.

Overall: It communicates with the other softwares we use. We get the best information across all the softwares we're using to update and communicate at the company level.

Easily check the health of your customers and identify red flags.

Aug 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Before we had ChurnZero, I used to have to generate more than one usage report per account to get any important usage information about an account. Now I can just login to ChurnZero and see usage data for any account with a couple clicks. Also, it has a dashboard that easily identifies which accounts are "red flags" and I should re-engage in conversation to FIGHT CHURN!

Cons: We were fortunate enough to have onsite training, but for users who don't get that experience, they might be intimidated by all of the functionality that the system has to offer.

Overall: We're helping provide more customers with greater value by looking at their activity through ChurnZero before having conversations to see usage data and figure out who isn't getting the full use out of the platform and may need additional help. ChurnZero helps me address problems that I otherwise wouldn't have been able to see. Having the quick insight into usage data helps me know which clients I need to contact and address an issue with, which helps me save revenue or build a more accurate forecast.

ChurnZero helps provide a fuller picture of account health and client engagement.

Aug 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: ChurnZero leverages platform usage data to provide a bird's-eye view of client engagement and overall account health. Salesforce data is also integrated for a more complete picture. It's valuable to be able to click through and immediately assess account health. ChurnZero client support is also excellent - responsive and helpful.

ChurnZero is a Life Saver!

Aug 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ChurnZero makes it easy to find and segment my customer base based on a variety of criteria and then respond directly in meaningful ways that resonate with customers. ChurnZero also has a churn score associated with each account so I can quickly key in on the accounts that need more help and find those customers who are super users. I can setup alerts that come directly to my inbox or pop up in my browser letting me know when something important happens so I can respond right away. I love that I can build targeted and segmented lists based on account details or usage and export for quick follow up.

Ultimately, ChurnZero helps me to grow not only our mutual relationship (client/Account Manager), but establishes me as a trusted and strategic partner. ChurnZero helps me to be a more proactive Account Manager instead of reactive. All in all helping to increase my renewal rates and maintain my clients trust. It elevates me from vendor to partner and I could not do this without the help of ChurnZero.

Cons: ChurnZero has been awesome and there is nothing that I can think of that they can do better currently! Really internally we need to step up our game!

Many of the issues are internal issues on our end such as making sure our data is clean in Salesforce.

I would love to have more time to dedicate to using the platform as I know how beneficial this platform can be! Maybe some additional resources that could be viewed on our own time such as quick videos or how-to guides.

I would love to work internally to develop messaging that can be used across the organization which cut down on some of the time any one person would have to spend making plays! Maybe some industry specific email templates that could then quickly be customized for plays aka email automation!

Overall: This is a great product that will help give you insights right away into your client base. It will immediately help you identify customers that are struggling and those that are exceeding. It is very user friendly and has both simple features as well as more robust email automation features to help you consistently reach your customers when it is important to them and about what is most important to them. The team really listens to customer feedback as well and uses that feedback in developing their product so you know that they care about solving your business needs and your challenges!

Great Product for Identifying Churn Risk and Being Proactive About Outreach

Aug 01, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This tool makes it easy to identify risk factors that can lead to churn. It also allows us to proactively reach out to customers to stay on top of risk factors and prevent churn better than we could before. We've also been able to automate some of the outreach, which has lead to better customer engagement.

Cons: The editor for creating emails can be a bit clunky at times. It's difficult to copy content and paste into ChurnZero, which can add to the time it takes to create certain play steps.