ChurnZero owns and manages an integration with Pendo that brings product usage data into ChurnZero. Your customer success team can see how accounts use your product alongside their view of the customer lifecycle. Your selected Pendo Feature, Page, and Track events display in ChurnZero for the matching account and contact records.
You complete most of the implementation and any customization in ChurnZero. In Pendo, you only generate an integration key and give it to ChurnZero. To learn more about ChurnZero usage integrations, see Usage Integrations in ChurnZero.
Use cases
Your customer success team can use the Pendo data in ChurnZero to:
- Track feature adoption.
- Identify disengaged accounts early.
- Set up alerts in ChurnZero that notify your team of low engagement.
- Start proactive outreach when usage drops.
- Add product activity to account and contact records.
- Use product activity for segmentation, health scoring, and other automated engagement.
How the integration works
When you generate an integration key in Pendo and give it to ChurnZero, ChurnZero can make API calls against your Pendo subscription. The integration uses these API calls to export the Pendo data you want to see in ChurnZero. This reduces the need for custom data pipelines or manual imports.
Match Pendo and ChurnZero IDs
The IDs in Pendo must be unique and match the IDs in ChurnZero one-to-one:
- Account IDs. Each Pendo Account ID must be a unique, one-to-one match for an AccountExternalID in ChurnZero.
- Visitor IDs. Each Pendo Visitor ID must be a unique, one-to-one match for a ContactExternalID in ChurnZero.
Data doesn't sync to ChurnZero for any records where the IDs don't match.
In some situations, ChurnZero can match to a different field in Pendo. This requires custom implementation work on the ChurnZero side, so verify with your ChurnZero team.
Before you begin
Make sure that:
- You're a subscription admin in Pendo. Only subscription admins can create integration keys.
- Your contract includes Integration Key Access. If you go to Settings > Integrations > Integration keys and see a message, contact your Pendo account team.
- You have an active ChurnZero account.
- Your Pendo Account IDs and Visitor IDs match the IDs in ChurnZero, as described in the previous section.
Generate an integration key in Pendo
Create an integration key in Pendo, then give it to ChurnZero.
- Follow the steps in Pendo integration keys to create an integration key.
- Give the integration key to ChurnZero.
ChurnZero handles the remaining setup and any customization. For help with the integration, contact your ChurnZero Implementation Specialist or CSM.