Case Study: ConsumerAffairs achieves 10% year-over-year retention growth with ChurnZero

ConsumerAffairs boosts retention 10% with ChurnZero

ConsumerAffairs, an online marketplace connecting consumers with companies, faced challenges with unorganized customer data and lack of automation. Their customer success teams were reactive, burdened by manual processes, and unable to personalize service based on account value. They turned to the customer success platform ChurnZero for a solution that was easier to implement than previous platforms they had tried.

By implementing ChurnZero, the team created real-time health score alerts, automated tasks with Plays, and segmented their accounts for targeted outreach. This provided key customer insights and streamlined their scoring methodology. The measurable results included a 100% increase in the account-to-CSM ratio, a 10% year-over-year increase in retention, and the ability to proactively identify and engage customers, with the efficiency gains paying for the ChurnZero subscription through just one or two saved customers.

ConsumerAffairs