ChurnZero

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

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

Pros: 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.

Cons: 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.

Pros: Gives clear visibility on customers, their activities, health score and helps in reporting the right metrics through which we can avoid customers from churning.

Cons: Integration with multiple platforms (Without limit) if made free could help in much bigger way. I understand this may not be ideal case from vendor perspective but if few items could be made free and few chargeable that also could be fine.

Pros: 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 .

Cons: 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".

Pros: Seamless flow from sales to customer success and account management once deals are closed. Being able to monitor customer data and view high level metrics through the dashboards.

Cons: Not having the ability to differentiate between active customers and churned customers once we experience customer turnover in the system.

Pros: A good way to see utilization and engagement from a client

Cons: Not the best when it comes to non-linear businesses. For example, it's good for a business that does say, 4 calls a month and to see engagement. However, when it comes to multiple timelines and "journeys", things get messy and not as easy.

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

Cons: 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.

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

Cons: 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.

Pros: I love the overall vision of the product. I love how it's a highly configurable tool that I can use to manage my business my way; allowing me to independently control how I manage my business without waiting for internal resources to become available.

Cons: The Customer Management tools available today I would consider very basic. They are just building a digital spreadsheet of account tasks to manage, with less customization. I'd like to see more development of this part of the software to automate task assignment and completion ore more effectively.

Pros: I love how you can segment/organize accounts and set up "plays" to automate a lot your customer success management process.

Cons: We sometimes find CRM info doesn't integrate accurately

Pros: 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.

Cons: 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.

Pros: 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.

Cons: 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.

Pros: 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.

Cons: "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.

Pros: The aggregation of accounts based on parent account, and group utilization metrics.

Cons: I would love to see Salesforce API that allows to select groups of contacts to sync rather than all or nothing.

Pros: I like that once it's setup , it's pretty simple to use for daily tasks. I also save a lot of time from logging into my client's accounts to manually tracking their usage. I can use ChurnZero to assess their usage for me.

Cons: I can't customize the dashboard. I need time zones!

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

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

Pros: Automated email campaigns, health scoring, ability to integrate and pull in metrics from several outside sources. Excellent service from Bri and the CS team.

Cons: Configuration can be a bit complex and contrived, though this is a necessary evil due to the nature of software that integrates with highly variable CRM instances

Pros: The integration and CS support we have gotten

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

Pros: We are able to review and interact with data we didn't previously have in a digestible format. We are more easily able to codify and standardize department practices.

Cons: There are limitations to segmentation that make using other features difficult. Also, setting up some of the segments is cumbersome and confusing and there are no features to help with clean up.

Pros: 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.

Cons: 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.

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

Cons: Some improvement with integrating with CRM?

Pros: Creating automated journeys to understand where our customers succeed and fail in our onboarding process and seeing our customer usage data in real time.

Cons: So far there have been only a few set up issues that are a bit limiting like certain fields you can't edit and not being able to make retroactive changes.

Pros: 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.

Cons: 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.