ChurnZero Erfahrungen

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.

Great for tracking your customers progress... or lack-thereof if that's the case

Kommentare: It's been a positive experience. We have a lot of data and narrowing down what we want to track and where/when was key to getting this up and running better. Now that we've worked out a few of our own kinks ChurnZero is running very smoothly and allowing us to track the data we didn't have before. Putting us a step ahead of our clients instead of 2 steps behind.

Vorteile:

ChurnZero has been very responsive with our request, even though they can't meet all of them we've gotten great feedback from them. It's great to have a system that tracks what our customers are doing and we're able to set up benchmarks for them to hit with reminder task and all of that fun stuff.

Nachteile:

Not much here. Only thing that I've heard a lot about is being able to CC people on the same email that are from the same company when using plays or journeys, right now it's all individual emails, so 7 people from the same company will get the same exact email but as an individual. It's a feature request and we cross our fingers for this in the future

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

Kommentare: 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

Vorteile:

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.

Nachteile:

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.

Exceptional Customer Service to Meet Unique Needs

Kommentare: The team is comprised of true professionals who seem to enjoy their job and excel at customer success.

Vorteile:

Churnzero's customer service is exceptional. Our CSM and the CX Team are quick to help understand our unique needs or issues and offer solutions.

Nachteile:

This is a robust piece of software. It takes time and effort to fully understand how to best utilize Churnzero for maximum effect. If you choose to only use 25% of the available features, you'll still be much further ahead of your competitor who is not using anything to manage engagement and adoption.

ChurnZero saves tons of time and shows me exactly which clients need attention to help reduce churn

Vorteile:

With this software, I no longer have to log in to each and every account to understand individual usage. ChurnZero provides detailed information on who, what and when specific activities occur, allowing me to quickly understand how I can best help each user. What's even better, is that you don't need to be logged in to ChurnZero to know what is happening. Having email alerts for the most important events, makes it easy to react quickly and stay in front of potential issues.

Nachteile:

There are a few more things on the wish list as far as additional alerts, but the team has been extremely receptive and just waiting on the tech to be combined with our platforms.

Sophisticated machine

Kommentare: Usage insights, NPS launch, Support ticket view

Vorteile:

The integration and CS support we have gotten

Nachteile:

The fact that you cannot @ mention colleagues and interact real time

Awesome Product - Always Getting Better, Too!

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Great Combination of Value and Usability

Vorteile:

We brought on ChurnZero to perform a few different functions. 1.) Operationalize our customer journey; 2.) Deliver more targeted user outreach, and do so more efficiently; and 3.) Have a single pane to understand our customer engagement. ChurnZero has helped us reach these goals through its straight forward but powerful user interface. The user experience is superbly intuitive which has allowed our team to quickly get key functionality set up with minimal effort. We are able to consistently refine our customer journeys and the ways in which we operationalize them because of this ease of use. We have seen benefits in terms of better customer outcomes through targeted outreach or standardized support, and substantial time savings from operational efficiencies.

Nachteile:

"Like least" is harsh terminology and there isn't really anything that meets the criteria of "not liking". One thing that would have been a nice to have is more professional services to support onboarding. We are a resource limited team who needed hands-on support to get our internal data organized for ingesting into ChurnZero. Of no fault of ChurnZero, but due to our resourcing constraints this has taken some time to accomplish - an option for a more robust onboarding would have been hugely beneficial in terms of outcomes.

Data-driven churn fighting!

Kommentare: Data consolidation - we used to hold much of the data in spreadsheets and other disparate systems. This meant that although we had the data, we had no way of overlaying it to see what it meant - ie the clients who were at risk of churn. This view of all the data points consolidated in the churn score algorithm is allowing us to monitor the health of our clients accurately and in a timely manner.

Vorteile:

Churn Zero has become the single source of truth for our client data and is therefore used across departments to share crucial information. This rich and customised database can be queried and filtered using the excellent Segments feature which has the power to consolidate and filter the data you have, to answer real-world business questions. The other feature I like is the Churn Scores, and the ability to have several customised algorithms of score calculations, depending on factors such as the type or size of the client. This allows for accurate client health measurement using data points such as usage, communications, and journeys.

Nachteile:

The Journeys feature is a great concept but in reality, is not very flexible compared to a proper project management tool. I heard this is being improved but today it’s not quite there.

Get ready! ChurnZero allows you to dig as deep as you want.

Kommentare: Overall, CZ has been a good experience and it is an incredibly powerful tool.

Vorteile:

Once you get familiar with how and where to set things up, it is very user friendly. With so much in the application, the UI may initially overwhelm, but it is necessary to pack it all in. Our CSM and Support have been very responsive and helpful throughout every phase of the journey so far.

Nachteile:

This con is also a pro... there is SO MUCH in ChurnZero, it just goes deeper and deeper. You need time to practice and plan. It is a short road to get started, but a long road to get it completely dialed in the way you want. I feel the Academy brushes over topics, but leaves a bit to figure out on your own. In addition, the Knowledge base provides basic info, but you need to dig for more complex set up. The email capabilities are a major hurdle. I have spent hours testing HTML in templates, along with the message formatting. If you are used to other customer facing email platforms this leave a lot of room for improvement.

Churnzero Review

Kommentare: I've had a positive experience working with the Churnzero team. They understand our goals and what works with our particular company needs.

Vorteile:

I like the customization and the support the team provides.

Nachteile:

NPS limitations with dates and reporting

ChurnZero is critical, but not perfect

Kommentare: Overall, I am glad we have the tool and it helps our CSM team be more efficient and recognize the needs of our customers. But it’s not perfect and has some room for growth for our team.

Vorteile:

We use ChurnZero as our CSM software of choice to manage and nurture our customers after the sales team. One of the best features is the journeys, which act as a checklist and roadmap for how we will onboard and nurture a client when they start working with our company. We also have a renewal journey to help prepare our customers for their annual renewal period.

Nachteile:

The product design just doesn’t happen to include the most beautiful or user friendly UX. That is probably my biggest gripe. A couple of other notes is that they are now offering custom surveys, but only on the enterprise package, which was disappointing for us. Same thing with their new more customizable dashboard, sounds great, but only for enterprise customers.

ChurnZero has helped us with transparency and efficiency

Kommentare: It has been great! The support during the entire lifecycle has been amazing. They communicate frequently but not too much. Our CSM is responsive and helpful. The newsletters are great as well.

Vorteile:

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

Nachteile:

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.

Superpowers

Kommentare: Every day I wonder if something is possible and ChurnZero makes it easy, usually to do myself, but sometimes I need the Success team to point out the obvious to me.

Vorteile:

Simple design and architecture that treats me like an adult and gives me maximum flexibility.

Nachteile:

We have a tricky requirement that isn't supported properly that makes us need certain workarounds.

Easy to Customize and Incredibly Valuable

Vorteile:

ChurnZero is incredibly customizable. Any point of information you need about your clients you can pinpoint with ChurnZero and create entire workflows to ensure the flow of communication. Their customer support and customer success team are incredible and are very dedicated to helping your needs.

Nachteile:

It takes a bit of time to get used to the software and understand how everything flows together. Off boarding and on boarding new CSMs can be a bit of a process as well.

Customer journey automation at your finger tips

Vorteile:

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.

Nachteile:

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

Life savior for Reports

Kommentare: 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

Vorteile:

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.

Nachteile:

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.

A must have! This product has made a major impact on how I successfully manage my book of business.

Vorteile:

The customer activity tracking and alerts. It allows me to better understand how my customers are using their systems and if they are not using their systems so I can better support my clients.

Nachteile:

There is honestly nothing I dislike about this software. It provides me with everything I need to help me better manage my book of business.

ChurnZero Daily Use

Kommentare: Great way to track client usage and areas to be addressed.

Vorteile:

Using the custom dashboards has been extremely beneficial and provides an overall view of all assigned clients.

Nachteile:

For me, creating plays was not and still isn't an easy process. I must use my notes each time to prevent myself from becoming lost.

The CZ team is an extension of our team.

Vorteile:

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.

Nachteile:

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

Excellent Insight!

Kommentare: Usage information helps me manage and sell to my clients more efficiently.

Vorteile:

I really like the ability to tell when/if/how often my clients are using our software. It definitely helps me tailor my sales pitch based on what they're currently using, and how I think we can expand our offering.

Nachteile:

It's a little tough to learn how to use the segments for reporting, but once you understand how it works, it's really impactful.