Case Study: Critical Mention achieves 5% retention improvement and 20x ROI with ChurnZero

The Impact of  ChurnZero and a  Clear, Simple Focus  on Retention

Critical Mention, the leading global media monitoring platform, led retention efforts under Steve Shannon, SVP of Sales and Marketing, and invested in the ChurnZero customer success platform. They faced a talented but inexperienced CSM team, slow visibility into engagement, a reactive servicing approach, and the risk of confusing “happy” customers with truly healthy, value-realizing ones.

Using ChurnZero, Critical Mention implemented defined processes (regular business and internal account reviews), finer customer segmentation with a Year 1 focus, mandatory health scores and engagement metrics, and targeted communications/automation to drive feature adoption. Within nine months they achieved a 5% lift in overall retention (with larger gains for Year 1 customers) and a 20x ROI, demonstrating measurable impact from ChurnZero-driven discipline and analytics.

Critical Mention

Steve Shannon

SVP of Sales and Marketing