Play Steps: Different workflows used to automate internal next steps or external communications. Set up the content of your Plays by creating Play Steps. Plays can target Contacts or Accounts, and the chosen target type will determine which Play Steps are available to be used. Play Step Types include: Send In-App Announcement (Contact and Account) Send Email (Contact and Account) Create Task (Contact and Account) Call Webhook (Contact and Account) Update Field (Contact and Account) Update Tags (Contact and Account) Add To Play (Contact and Account) Remove From Play (Contact and Account) Decision (Contact and Account) Add To Journey (Account) Remove From Journey (Account) Update Custom Table (Account)
Journey: A map of the key Milestones within a customer life cycle. Examples of customer Journeys include customer onboarding, expansion, renewal, and advocacy
Tasks: Internal action items that your team must complete to progress customers through their Journey, such as scheduling the customer welcome call to kick off requirements gathering
ChurnZero users can now add 'comments' to any Achievement step they include in a Journey. Just like with Task, when creating an Achievement within a Journey Milestone, you can add a comment to help with context and details around that Achievement in the Journey workflow
Journey and Milestone Status: In Progress: Customers who are actively in a specific Journey or Milestone. On Track: Customers who are within the parameters that you originally designated in the Journey or Milestone
External Journey Reports: Share an Account’s Journey Report outside of ChurnZero with Contacts and/or external individuals (i.e., people who do not exist as Contacts within ChurnZero)
Conditional Journey Steps: Conditionality on Journey Steps lets you specify when Tasks and Achievements should be included in the Journey based on specific Account criteria. This empowers you to use a single Journey yet still respond to variations within your customer base
Account Journeys Filter: Details on an Account or Contact’s progress within a Journey
Playbooks (also called Plays): A workflow that’s automated to differing levels which can contain In-App Messages, Tasks, and Emails to manage customer behavior at the time the behavior occurs. Plays empower you to proactively engage with your Contacts and Accounts at the right times based on chosen factors
Achievements: Items your customer completes to move through the Journey, such as “Log in for the first time” or “Get data successfully flowing into the system.” Achievements can be manually checked off or automated via Segments