ChurnZero

Great CS platform for SaaS businesses

Kommentare: - 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

Vorteile:

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!

Nachteile:

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.

Powerful tool, great company, leaves some to be desired.

Kommentare: Our experience to date with the account and services teams at ChurnZero has been extremely positive. All high-energy folks who are ready and willing to help. With ChurnZero, we genuinely feel like we're able to understand the risk to our business and manage it in a consistent and scalable way.

Vorteile:

I love that I can see the health of each of the customers (and customer segments) my team is managing. This provides visibility we were lacking before we had ChurnZero. We're still getting used to the Playbooks and Journeys, but there are a lot of rich features that automate tasks we were previously managing manually. I expect that ChurnZero will save our global CSM team countless hours per month tracking activities, tasks & collecting data over the next year.

Nachteile:

There are certain workflows that are unnecessarily painful in ChurnZero, like searching for an account. For example, if our CRM has duplicate accounts, it can be difficult to know which account to choose in the CZ search dropdown.

Meh

Kommentare: Overall, I'm supposed to use this every day at work. I dislike it so much that I have to schedule time to use it weekly to do all my entries. I avoid it as much as possible.

Vorteile:

The one thing I really like about this software is the e-mail stream that it displays for each client account.

Nachteile:

This software feels cumbersome and is not intuitive at all. It's difficult to navigate and figure out where to click.

Churnzero is one of the most fully featured customer success platforms available

Vorteile:

Churnzero incorporates rich integrations, customer facing guides, and data analytics to really understand how prospects and customers are interacting with my site so I can help push them through workflows and end in a good place. Being able to create in app and interactive guides really helps with automating success. Churnzero was built to include analytics at its core, which is a benefit over competitors who use a data partner. This helps streamline the experience.

Nachteile:

Chrunzero is expensive and like most products like this it takes quite a long time to implement into an org. On average it can take 6 to 8 weeks before setup is close to finished and at least a few more weeks after that to start getting value out of the product.

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

Vorteile:

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.

Nachteile:

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.