Case Study: Cofense increases customer retention with ChurnZero

Cofense boosts CX productivity with ChurnZero

Cofense, a leading provider of security awareness training and threat detection, faced challenges standardizing renewal processes and tracking key metrics. Their customer experience (CX) team lacked proper tools, relying on cumbersome systems like Salesforce and BI platforms, which limited visibility into customer product usage and churn risks. They sought a customer success platform and turned to the vendor ChurnZero for a solution.

Using the ChurnZero platform, Cofense standardized its renewal process with a "renewal hot list," improved cross-team alignment with sales via shared dashboards and Slack alerts, and gained proactive insights through product usage monitoring. This implementation led to increased customer retention, stronger collaboration between teams, more proactive churn management, and enhanced productivity for the entire CX organization.

Cofense