ChurnZero

Avantages

J'adore pouvoir concevoir des jeux pour mes clients en fonction de l' état d' avancement de leur parcours d' intégration .Cela réduit considérablement mon fardeau d' essayer de rédiger et d' envoyer manuellement des e- mails aux clients.J'aime aussi les rapports de voyage car ils permettent de voir facilement combien de comptes sont ouverts et s'ils avancent normalement , prennent du retard ou sont bloqués .

Inconvénients

J'oublie parfois de me connecter à l' application alors que ma journée ne fait que commencer .Cependant, je reçois systématiquement les alertes les plus importantes par e- mail de CZ.De ce fait , même si j'oublie de me connecter à l' application, je suis toujours à jour .Cependant, contrairement à d'autres types de segments, il n'est pas possible d' extraire automatiquement toutes les informations à l' aide de "l'exportation en direct".

Avantages

The CZ team and culture are easily two of the most important factors in why we chose ChurnZero. They're tremendously responsive, incredibly supportive, and understand the CS is a growing field and no one has all the right answers all the time.
Our team has been able to adopt and onboard the CZ platform with ease and without an administrator being dedicated to its setup. The ease of configuration, implementation, and integrations were key to being successful immediately.
Big shoutout to [SENSITIVE CONTENT] - our Success and Implementation team. The support we've gotten has been next-level, and I owe a huge amount of our success with the system to the CZ team proactively knowing what we'd need and leaning in to assist.

Inconvénients

The UI can be clunky. I really hate the slide out drawer nav ... but there really aren't any details of the system where there are complete misses.

Alternatives envisagées 

Pourquoi choisir ChurnZero 

Pourquoi passer à ChurnZero

Avantages

The team that supported our onboarding and success has been absolutely next level. Through the entire sales/post sales process, our organization has felt like a priority, and the CZ team has seamlessly handled every curveball we've thrown.

For the last 2 years, our org has operated without a CS platform, so bringing ChurnZero in to the fold has been an immediate game changer for our CS org. The ease of use for CSMs, the increased visibility into tasks, responsibilities, and journeys/plays has made our team more efficient than ever. As we continue to develop our use cases and build out the platform, we continue to be impressed with the capabilities to support our needs.

We're still early in our lifecycle with ChurnZero, but have been blown away. As we continue to dig in, we know there's a lot to do, but we're excited at what the platform has unlocked for us already!

Inconvénients

The only downside is the inability for an admin to delete custom fields that they created on their own (requires a support ticket). I understand the purpose, but as someone who builds first and thinks later, this leads to a bit of a slow down when I need to go back and clean things up. On that note, the support team has been incredibly responsive and supportive.

Second "negative" is the lack of flexibility with the default "dashboard" the command center. Our CSMs/segment leaders would love the ability to create/define/build their own weekly views, but we've been able to make do with the default command center and some custom dashboards.

Alternatives envisagées 

Pourquoi choisir ChurnZero 

Pourquoi passer à ChurnZero

Avantages

Journeys and Plays both have some great elements to them.
Journeys for tracking the path of an account through their experiences.
Plays for automation or processes.

Inconvénients

During the sales process they told us their integrations worked a certain way and they had certain functionality that they later told us did not work when we tried to get it up and running during the onboarding process. Unfortunately, this occurred quite a few times with little to no recourse. It is very clear that their team is ok with stretching the truth or not giving the full answer in order to close a sale. If they had been honest with the functionality the whole time it would have been easier to adapt but unfortunately, they kept changing their story causing us to lose time and money in continually changing our processes to suboptimal methods as they revealed the product did not work as expected.

Particular pain points:
- Emails can be sent from ChurnZero but only with one recipient.
- Despite claiming to have a Segment integration, it is not a full integration and is intended for only events. They can set it up to accept attributes but it can be very glitchy.
- The HubSpot integration is only "bi-directional" for some attributes and not others. This is not outlined anywhere.
- The HubSpot sync only syncs tasks, there is no sync for emails or notes.
- The Custom Table interface (where integrations sync to) is really badly formatted making it difficult to read.
- The HelpScout sync only shows a small preview and formats badly to where the small preview takes up the whole page making it difficult to easily see past conversations.
- If a Play is created for an account it creates it for every single contact on the account even if it's just creating a single task for the account
- The UI is a little glitchy in places formatting weirdly
- There's no way to add your own attributes or upload csvs, all this needs to be done by sending the information to their team.
- There is no way to customize how many accounts appear in their lists (known as Segments) meaning only 10 accounts can be viewed at a time (a big pain points for CSMs skimming their account list).

I'm sure there's many other nuiances we still have yet to discover. We were really excited for this tool and the possibilities but unfortunately it has been a lot of let-downs in the functionality.

Avantages

ChurnZero gives you visibility on every customer who interacts with your organization. It is an incredibly robust tool that is limited only by the data that you send to it! If you spend the time to get to know all of the ways that you can leverage CZ you'll never look back. It has completely changed the way that we are able to interact with and empower our customers. The greatest Pro is the people though - the support team is the most responsive I've dealt with (I'm talking replies within MINUTES sometimes) and the Customer Success Managers are the best in the world. They have fantastic webinars and weekly content so it's just the beginning of your best practice adventure.

Inconvénients

I'll admit it was tricky to set up. But any system like this will be! That's the nature of robust systems - you need development work and a clear picture on where you are going. But you'll get an implementation specialist who will guide you through every step and (provided you have developer availability!) you can get through it easily. The only other Con I have is that the Email Tool can't be used for Email Marketing - it's great for one-on-one messages but you can't create big colourful branded emails in it. It's just not robust enough. Instead, I create these in Hubspot and port over the HTML code which is a great workaround but very time consuming. But CZ put out so many massive enhancements and new features I have absolute faith that they'll work on this one day and I'm happy to wait until then (that's saying something!)

Avantages

The best thing about ChurnZero's software is the responsiveness of their team and their reflective approach to product development. Their CS team is best in class, and their product is constantly updating to reflect requests from customers. Integrations are a breeze with them, which helps us remain flexible as we need new data in ChurnZero from various sources.

Inconvénients

There are times where the UX is confusing to me, but once I figure out how to find something, its very easy to use.

Avantages

ChurnZero integrations allow us to pull all of our customer data into one place and then action on key insights in a truly meaningful way. This not only helps us to perform better as a CS org, but allows are customers to achieve better results.

Inconvénients

Native dashboards leave a little something to be desired. Upgrading to Enterprise Edition would solve that problem.

Avantages

Multi-currencies, Integrations with other tools we use internally (Salesforce, Wootric, Webhooks, Intercom), ability to create as many segments as needed, native NPS surveys

Inconvénients

Custom dashboards not being included in the standard plan (we have to export the data every time outside CZ to provide the team with graphs), NPS Surveys available only in one language (sending NPS Surveys in different languages means creating different surveys which will result in having several NPSs for the same product - which is not what we want)

Alternatives envisagées 

Pourquoi choisir ChurnZero 

Pourquoi passer à ChurnZero

Avantages

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.

Inconvénients

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.

Avantages

I love that I can create plays for my customers depending on where they're at in their onboarding journey. It really takes the weight off of my shoulders trying to manually create & send emails to clients. I also love the journey reports, as it's an easy way to see how many accounts are active, and which are on track, behind or stuck.

Inconvénients

I think overall I've only had positives with churnzero. I only use a few sections of the program, so my scope is limited, but the areas I have used have been fantastic.

Avantages

Comes with a dedicated CSM!
Easy integrations for the ones available out of the box
Less intense of a learning curve

Inconvénients

We use Google BQ for our general product usage data and building out an API to pull this data weekly requires a lot of hours to develop on our end. This is really the only negative I have.

Avantages

Ease if use, customization of the product through segment and dashboards. You can tailor it to do what works for you.

Inconvénients

It has a steep learning curve, if you want to maximise it.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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!

Avantages

Import function is extremely easy, the segments are great and can be customized easily.

Inconvénients

The hierarchy model lack features we need. You can indicate a parent/child relationship but there is not option to make a change across the entire organization. For example, when changing account owners you must reassign each child account in addition to the parent. The second item is you cannot customize dashboards in the professional version. The enterprise version is double the cost.

Avantages

I like how you can send out a combination of email cadences (plays) but also tie in internal tasks for yourself, update account details, etc.

Inconvénients

contact management between salesforce and churnzero is difficult to manage. If there's a duplicate contact created, you have to contact support to have them delete it for you.

Avantages

An extremely intuitive piece of software, that allows your business to switch from reactive to proactive CS management.

Inconvénients

Reporting ability, in base level, but even that has a work around, so struggling to find anything if I’m honest.

Avantages

ChurnZero is super easy to use, which makes for an easy rollout process internally. The application has allowed my team to be more proactive and even better, more timely in their proactive outreach. At the end of the day, ChurnZero has definitely helped us to reduce churn, and drive customer retention and engagement.

Inconvénients

One thing I would love is to have access (even extended trial access) to some of the enterprise features.

Avantages

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.

Inconvénients

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.

Avantages

ChurnZero is a customer success software for SaaS that lets them reduce churn rate by employing techniques like segmentation, health scores, NPS, and automation. I have used multiple tools to deal with churn and burn for SaaS companies and apps. ChurnZero is one of the best among them all primarily due to its ability to anticipate churn based on multiple factors which lets you take precautionary steps to reduce churn.

Inconvénients

The tool needs to fix bugs. It needs to add new features.

Avantages

The features that are most impactful are the custom dashboards. Being able to pull together all our customers data in a visual medium has been useful from the board room to our CSM 1:1s.

Inconvénients

There are so many ways to do all the things that sometimes it can be a little confusing.

Avantages

We are currently using ChurnZero for our onboarding program, and it has automated all tasks and communication needed for onboarding our customers. It reduces a lot of manual time that would otherwise be required of the Onboarding Manager to complete.

Inconvénients

It's not the most intuitive - we rely heavily on our CSM and Support team for any and all questions. They're lifesavers!!

Avantages

ChurnZero is very intuitive and easy to use. It does all the hard work of organizing my clients and tasks so I just have to log in and know exactly what to do .

Inconvénients

Getting everything configured in the beginning was very difficult. Our product is very complex so it took us a while to set everything up initially. Once that hard work was done, it's been great!

Avantages

Churnzero's easy implementation and integration with Salesforce is great. Having these datapoints in the tool makes it easy to analyze and set up actions accordingly

Inconvénients

I find switching between different tabs to be clunky and often discover that I did not actually click on the tab I thought I had and have to go re-click.

Avantages

We automate: onboarding, quarterly business reviews, success planning, annual reviews, and executive business reviews.

Inconvénients

Some improvement with integrating with CRM?