Case Study: ConsumerAffairs lifts retention 10% YoY and doubles CSM coverage with ChurnZero
Key results
The challenge
ConsumerAffairs lacked personalization and automation. Customer data was scattered across spreadsheets and required time-intensive manual analysis. The team operated reactively rather than proactively, could not automate frequent activities, and treated all clients uniformly regardless of contract value.
The solution
ConsumerAffairs implemented ChurnZero for real-time health score alerts, centralized customer insights, automated task workflows (Plays), and account segmentation to target engagement by client value.
“I've used multiple client success platforms and never found them effective. They either cost too much or were too difficult to implement. We chose ChurnZero and we couldn't be happier.”
KMKris MorrisonVP of Sales and Client Success, ConsumerAffairs
The results, in context
Since implementing ChurnZero, ConsumerAffairs achieved a 10% increase in retention year-over-year and a 100% increase in its account-to-CSM ratio. The team noted that saving one or two customers paid for the ChurnZero subscription.