Churnzero

What is ChurnZero

ChurnZero is a customer success platform designed for subscription-based businesses, especially in the B2B SaaS industry. Its main purpose is to help companies understand their customers better, reduce churn, and increase revenue from existing accounts. The software provides a central place for Customer Success Managers (CSMs) to see all customer data, track health scores, and automate communication and tasks. This allows teams to be more proactive in managing customer relationships. ChurnZero was founded to give businesses the tools to manage the entire customer lifecycle, from onboarding to renewal and expansion. The company is headquartered in Washington, D.C., and serves a global customer base.

ChurnZero Features

• Customer Health Scores: ChurnZero calculates a health score for each customer based on various factors like product usage, support tickets, and survey responses. This score helps CSMs quickly identify at-risk accounts.
• Plays and Automation: Users can create automated workflows, called Plays, to handle common tasks. For example, you can automatically send an email sequence to a customer whose usage drops or assign a task to a CSM when a renewal is approaching.
• Customer Journeys: This feature allows you to map out the ideal path for your customers. You can create different journeys for different customer segments and track their progress, ensuring they reach key milestones.
• In-App Communications: Engage with your customers directly within your application. You can send targeted messages, guides, and announcements without needing help from developers.
• Real-Time Alerts: Get notified immediately about important customer events. This includes alerts for low health scores, key feature usage, or when a key contact leaves a company.
• Customer Segmentation: Group customers based on any data point, such as their size, industry, subscription plan, or product usage. This allows for more targeted and relevant engagement.
• Reporting and Analytics: Access detailed dashboards and reports to track key metrics like churn rate, net revenue retention (NRR), and customer lifetime value. This helps leadership understand the health of the business.
• Engagement AI: ChurnZero uses artificial intelligence to analyze communication and predict customer sentiment and relationship health. It helps identify expansion opportunities and potential risks that might not be obvious.

ChurnZero Pricing Plans

ChurnZero does not offer public pricing tiers on its website. Instead, they provide customized pricing based on the specific needs of each business. The cost is typically determined by factors such as the number of customers you have, the number of users who need access to the platform, and the specific features and integrations required. To get a price, interested companies must schedule a demonstration with the ChurnZero sales team. They will discuss your requirements and provide a custom quote tailored to your business goals.

ChurnZero Free Plan

ChurnZero does not have a free plan. The platform is built for mid-market and enterprise B2B companies that require a comprehensive solution for customer success management. However, they offer a free, personalized demo of the software. During the demo, their team will show you how the platform works and how it can be configured to meet your specific business challenges. This is the primary way to evaluate the tool before making a purchase decision.

How to use ChurnZero

Getting started with ChurnZero involves a few key steps to integrate it into your daily operations.

1. Integrate Your Data: The first step is to connect ChurnZero to your existing tools. This includes your CRM (like Salesforce or HubSpot), billing system (like Stripe), and support desk (like Zendesk). This brings all your customer data into one place.
2. Configure Health Scores: Define what a healthy customer looks like for your business. You can set rules to score customers based on product usage, login frequency, number of support tickets, and other metrics.
3. Build Customer Segments: Create groups of customers based on shared characteristics. For example, you can segment by new customers, enterprise clients, or users on a specific plan.
4. Create Automated Plays: Design automated workflows to manage common customer interactions. You can set up plays to onboard new users, re-engage inactive accounts, or prepare for upcoming renewals.
5. Monitor and Engage: Use the main dashboard to monitor customer health and receive real-time alerts. When an alert flags a problem or an opportunity, you can use ChurnZero's communication tools to engage with the customer directly.

Pros and Cons of ChurnZero

Pros:

• Powerful Automation: The 'Plays' feature is very effective for automating routine tasks and ensuring consistent customer engagement.
• Comprehensive Integrations: It connects with a wide range of popular business tools, creating a single source of truth for customer data.
• User-Friendly Interface: The platform is generally easy for Customer Success Managers to navigate and use for their daily work.
• Proactive Alerts: Real-time alerts help teams address issues before they become serious problems.
• Strong Customer Support: Users often report positive experiences with ChurnZero's support and implementation teams.

Cons:

• High Cost: The pricing can be a significant investment, making it less suitable for small startups or businesses with a limited budget.
• Complex Implementation: Setting up the platform and all its integrations can be a complex and time-consuming process that may require technical resources.
• Reporting Can Be Overwhelming: While the reporting is detailed, new users might find the amount of data and customization options difficult to manage at first.

ChurnZero integrations

ChurnZero offers a wide range of native integrations to connect with the tools you already use. This allows for a seamless flow of data across your technology stack. Key integrations include:

• CRM: Salesforce, HubSpot, Zoho CRM, Pipedrive, Microsoft Dynamics 365
• Support & Help Desk: Zendesk, Intercom, Jira Service Management, Freshdesk
• Billing & Subscription: Stripe, Chargebee, Recurly, Chargify
• Communication & Email: Slack, Microsoft Teams, Outlook, Gmail
• Data Warehouse: Snowflake, Google BigQuery, Amazon Redshift
• Product Analytics: Pendo, Mixpanel, Amplitude

ChurnZero Alternatives

• Gainsight: A leading competitor in the customer success space, often considered more suitable for large enterprises. It is known for its powerful features but can be more complex and expensive than ChurnZero.
• Catalyst: A modern customer success platform known for its clean user interface and strong integration capabilities, especially with Slack. It is often favored by fast-growing tech companies.
• ClientSuccess: This platform focuses on providing a simple and straightforward solution for CSMs. It is a good alternative for teams that want a tool that is easy to adopt and use without extensive configuration.
• Totango: Totango offers a modular approach with its 'SuccessBLOCs', which are pre-built templates for common customer success goals. It can be a flexible option for companies that want to start small and expand.

ChurnZero API

Yes, ChurnZero provides a robust API for developers. The API allows you to send custom data and events to the ChurnZero platform from your own applications or systems that do not have a native integration. This is useful for tracking specific in-app user actions or importing data from proprietary databases.

API access and keys are provided to customers as part of their subscription and implementation process. You would typically work with your ChurnZero implementation specialist to get your API key and documentation.

Here is a generic example of how you might send a custom event using a cURL command:

curl -X POST 'https://analytics.churnzero.net/i' \
-H 'Content-Type: application/json' \
-d '{
  "action": "eventName",
  "accountExternalId": "ACCOUNT_ID_123",
  "contactExternalId": "CONTACT_ID_456",
  "description": "User completed project setup",
  "quantity": 1,
  "eventDate": "2023-10-27T10:00:00Z",
  "customFields": {
    "Project_Type": "Marketing Campaign"
  }
}'

For detailed instructions and documentation, you would need to access the developer resources provided by ChurnZero after becoming a customer.

ChurnZero Affiliate program

ChurnZero does not have a traditional, public-facing affiliate program where individuals can sign up to earn commissions on referrals. Instead, they operate a Partner Program aimed at businesses. This program is designed for technology companies, consulting firms, and agencies that work with B2B SaaS businesses.

Partners can collaborate with ChurnZero to provide integrated solutions and services to their mutual customers. The benefits and financial incentives of the partnership are typically negotiated on a case-by-case basis. If you are interested in becoming a partner, you should visit the 'Partners' section on the ChurnZero website and contact their partnership team directly to discuss opportunities.