Hi all,
We are currently in the process of evaluating CS Platforms and have narrowed it down to three Churnzero, Gainsight, and Planhat. A bit of an open question on my end is Churnzero's native integrations and the lack of "control" that one has over the configuration and admin of the integrations, as Churnzero implements them, themselves. I cannot seem to find a more detailed overview than this page here: https://churnzero.com/integrations-details/, which is quite high-level and does not really provide the level of granularity needed to make an accurate assessment.
While I see how "outsourcing" your integrations can be helpful during implementation, I generally would consider this a risk going forward as we would not have any control over their configuration and would be reliant on Churnzero which could act as a bottleneck and slow down CS ops delivery.
I think this approach can be great for companies with limited resources (in terms of headcount) and technical know-how, but my current org. will have 4 FTEs in CS Ops by Q1 23, that's not really as much of a value-add as for other orgs.
I am blowing the perceived risks of this out of proportion? I am trying to make sure that we do not run into issues further down the line.
Thanks so much!
