Case Study: Brazen Technologies, Inc achieves scalable, profitable customer engagements through segmentation with ChurnZero

Customer segmentation leads to productive and profitable engagements

Brazen Technologies, Inc., a Virginia-based maker of business chat software for recruiting events, faced a growing and increasingly complex customer base that its small customer success team could no longer support with the same high-touch approach for every account. Working with ChurnZero and its customer success platform, Brazen set out to segment customers so service levels would match customer needs and contract value.

ChurnZero helped Brazen implement four segments—High Touch, Low Touch, Pilot/Short-Term, and Strategic—assigning senior CSMs and white‑glove service to enterprise accounts while routing SMBs to support and automated plays, with tailored engagement schedules and deliverables for each segment. The ChurnZero-enabled solution got Brazen’s data in order and allowed their small CSM team to scale to a varied user base, improving operational productivity and focusing resources on the most strategic, high-value customers.

Brazen Technologies, Inc

Ginny Manocha

Vice President of Customer Success