Case Study: Critical Mention achieves 5% retention improvement with ChurnZero

Critical Mention improves retention by 5% with ChurnZero

Critical Mention, a leading global media monitoring platform, faced challenges in customer retention. Their team, while talented, needed more defined processes and better visibility into customer engagement to move from a reactive service model to a proactive one. To address this, they partnered with the vendor ChurnZero to fight churn and improve their retention rates.

By implementing ChurnZero, Critical Mention established regular customer business reviews and internal account reviews using objective health scores. They created finer customer segmentation to develop targeted strategies, with a special focus on first-year customers, and used automation to drive feature adoption. This partnership resulted in a 5% improvement in their overall retention rate, an even greater improvement with year-one customers, and a 20x return on investment.

Critical Mention