ChurnZero Erfahrungen

ChurnZero has an extreme emphasis on the user experience of the Customer Success Manager. This is absolutely vital. Every second one of our team spends wasting thought on "Why isn't the system working" or frustratedly struggling with some unintuitive menu is one not spent tending their book of customers. ChurnZero comes at customer success from the right angle - when customer success managers are happy and equipped, they succeed.

The software isn't great at handling a multi-tenant or multi-product subscription-based SaaS product like ours. We're going to have to do some major restructuring to our account structure for the ChurnZero event tracking to actually get usable data. This is because at the time of writing journeys and events are tied to accounts rather than subscriptions or sites, which is a level of abstraction the system is not set up for. This structure is fine for single-site customers, but when a customer can have multiple products and subscriptions on their account, it gets clunky and mixed up fast.

Highly customizable but not too cumbersome. Support on the ChurnZero side has been great. They are quick to respond and provide valuable insight with each interaction

Like most products in the same space the implementation was long (and still ongoing to a point). There is also a pretty steep learning curve. However, it can be intuitive once you know what you're doing.

My day-to-day tasks are revolved around a large client base and many touch-points to ensure they stay happy clients! ChurnZero take away the "guess work" on a clients standing with their activity, follow up tasks, appts, etc. Its the best thing I have experienced as a CSM.

I think things like segments could be a little more "all in one" vs creating many individual ones so you could forecast renewals a little quicker but I think this is something we are working on to setup.

It is simple for individuals in their role to use to manage their outreach. They can pick it up pretty intuitively and learn from other ways team members have used it or are using it today. We often copy segments, plays etc.
There is a lot of flexibility in trying different segmentation, plays etc out and always having the ability to download excel versions of the filtered reports. I can do this on the fly if I get questions from leaders of cross functional members like how many clients are due to renew this year and haven't logged in to X system for example. I.E. cross reference data from customer events that are stored in desperate systems.

Setting up the live exports has also given us the ability to expand use of the output across teams without having to have a number of users that do not need utilize the full functionality but need some output.

Little more formal structure or guardrails as our organization grows. For example, rules that site across the top of the system that restrict uses on sending plays to entire database without a manager review or plays that we would never want to occur on certain clients as we set up their contract. The flexibility is needed for team adoption and enablement but as you grow as a company so does the operational risk so some additional levels or layers of stop gap measures would be a plus.

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.

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!

ChurnZero is very easy to use. The automation of tasks, emails, etc that make the proactive aspect of the CSM role so valuable are the most beneficial parts of the tool.
Being able to segment customers and determine targets makes sifting through data a thing of the past.

I like this feature, but I think it could use some enhancements. Currently only able to add certain segments to command center for quick look. And perhaps opening up the ability to make more changes to the opp data coming from SFDC - not a deal breaker, but would love to be able to live in just ChurnZero for all updates.

ChurnZero has allowed us to create an effective, personalized and scalable onboarding process for our clients. It has given us the insight and the tools we needed to improve retention and expansion.

It's time consuming to integrate and implement, but totally worth it.

The organization and integrations with ChurnZero make it so easy to manage all customer accounts. The marketing emails are great too.

Task Management just needs a slight tweak. Right now it's tough to quickly jot down notes on accounts without having to navigate through a few check boxes to get it added. This is what I need to fully switch over to using it for all task management.

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!

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.

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.

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.

Helps us identify when a client has or hasn't adopted our product

Scoring helps us understand the health of an account
Improved customer conversations
Email campaigns are very helpful with adoption
Reporting helps us with our daily workflow and responsibilities