Customer Success Leadership Community

ChurnZero Best Practices

  • 1.  ChurnZero Best Practices

    Posted 10-13-2020 19:48
    I have no experience working with CS software and my CS team will be implementing ChurnZero next week! I'm pretty excited to learn about it and optimize our CS efforts. 

    This Friday, our team will meet and brainstorm how we want to best use this tool.

    Does anyone have any tips or best practices for ChurnZero?

    Looking forward to hearing your thoughts!
    #Metrics
    #RevenueManagement
    #Technology

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    Jared Orr
    Customer Success Leader | Virtual Data Rooms
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  • 2.  RE: ChurnZero Best Practices

    Posted 01-19-2021 13:48

    Hi Jared, 

    How has the implementation gone?

    I'm a little over a year into working the hybrid CSM/CZ admin role. Tightening up our plays and segmentation were huge over the previous year and we're just now diving into Journeys as well, but the CS team is truly seeing value in usage reports when doing QBR prep. 

    What was the main implementation goal for you and your team?



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    Daniel Harry
    Manager, Customer Success - Tech Touch
    FloQast
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  • 3.  RE: ChurnZero Best Practices

    Posted 01-20-2021 12:57
    Hi Jared,
    We have been using ChurnZero for a little over a year and I'm a big fan:). Biggest thing is to really understand that everything is based on segments, so making sure you really understand how to set these up will help with plays, etc.  Start organizing these segments early (folder infrastructure) to keep up with them all!  The biggest thing I use from an admin/management perspective is their live exports to power my dashboards. There were some stumbling blocks on setting this up, but it's now super smooth.  Happy to sync at some point if you want to look at how we use live exports and some tips/tricks on how to set them up correctly!

    Thanks,
    Jen

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    Jennifer Griffin
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  • 4.  RE: ChurnZero Best Practices

    Posted 01-21-2021 09:49
    Hi Jared!

    Full disclosure, I'm on the Customer Success team at ChurnZero - so that's the perspective I'm coming from in answering your questions. :) As @Daniel Harry and @Jennifer Griffin mentioned, Segments are definitely the 'building blocks' of ChurnZero, and it's something we will put a pretty constant focus on throughout the implementation process.

    I also second Daniel's comment on Plays - the automation is really powerful, and Plays isn't something you'll necessarily want to set and leave -- we'll work together to make sure they are fairly actively audited to make sure the automations in place are always the most effective.

    Also upvoting Jen's comment, because at this point, I pretty much turn to her for help with Live Exports, and they are fairly powerful reporting as well!​​

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    Bri Adams
    Team Lead
    ChurnZero
    Washington, D.C.
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  • 5.  RE: ChurnZero Best Practices

    Posted 01-22-2021 09:12
    One of my goals this year is to become more familiar with the CS platforms like ChurnZero and Gainsight for career growth purposes.

    Is anyone willing to walk me through a demo of their implementation? I'm open to other suggestions to increase my knowledge too.

    Thanks,

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    Ed Braunbeck
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  • 6.  RE: ChurnZero Best Practices

    Posted 01-22-2021 10:36
    I know Gainsight has free tutorials on their website that would give you some insight into the platform basics. I'd think ChurnZero has something similar. I'm a certified GS Admin, but they have End User courses as well....depending on where your interest lies.

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    Katie Baker
    Workiva
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  • 7.  RE: ChurnZero Best Practices

    Posted 01-27-2021 18:20
    Thanks to @Katie Baker, I discovered the Gainsight University and will continue down that path. In addition, ChurnZero messaged me direct to schedule a demo.
     ​

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    Ed Braunbeck
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