What users are saying about

ChurnZero

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30 Ratings

ChurnZero

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
30 Ratings
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Score 9.2 out of 101

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Likelihood to Recommend

ChurnZero

Really, ChurnZero was clearly specifically designed for the role of Customer Success Managers. If you need to understand how your SaaS Customers are doing, monitor customer health, and bring customers through specific journeys (like an onboarding process), ChurnZero is the way to go. If you don't support a SaaS tool and can't push usage data in to ChurnZero, it'll lose a lot of its value
Trevor Machinia profile photo

Feature Rating Comparison

Security

ChurnZero
8.7
Role-based user permissions
ChurnZero
8.7

Platform & Infrastructure

ChurnZero
8.5
API
ChurnZero
8.2
Integration with Salesforce.com
ChurnZero
8.8

Customer Data Extraction / Integration

ChurnZero
8.4
Product usage
ChurnZero
8.6
Help desk / support tickets
ChurnZero
8.3

Customer Success Management

ChurnZero
8.4
NPS surveys
ChurnZero
8.1
Sponsor tracking
ChurnZero
8.2
Customer profiles
ChurnZero
8.6
Automated workflow
ChurnZero
8.3
Internal collaboration
ChurnZero
7.8
Customer health scoring
ChurnZero
8.6
Customer segmentation
ChurnZero
8.9

CSM Reporting & Analytics

ChurnZero
8.6
Customer health trends
ChurnZero
8.7
Engagement analytics
ChurnZero
8.7
Dashboards
ChurnZero
8.4

Pros

  • It's fairly easy for developers to bring the JavaScript code in to a SaaS tool and ChurnZero does a really great job at pulling all of that data in to a single place and allowing to view trends and report on that data.
  • The concept of "Churn Score" is a really neat way to pull a bunch of pieces of data in to a single account record and to understand whether or not an account is healthy. This helps to avoid having to use just certain pieces of data as a proxy for customer health.
  • The amount of flexibility the tool contains is awesome - their team has programmed everything we've asked for in order for us to get a better look at our customers.
Trevor Machinia profile photo

Cons

  • Something that's supposed to be coming soon, but ChurnZero currently lacks a calendar integration, which is tough for us since we like to know when our customers have future meetings scheduled.
  • The lack of email/message templates feels like the biggest miss for me. Having standard language - either for an individual or for an entire team - could be a huge time saver.
Trevor Machinia profile photo

Usability

ChurnZero8.2
Based on 1 answer
ChurnZero its pretty easy to use once you have received the proper training on the platform. Most of their features are very self-explanatory and you just need a few attempts and tries around the platform to master the usage of these features. Having someone who dedicated to this platform and dedicated to helping your team with it, is also key to success.
Pamela Castillo profile photo

Support

ChurnZero9.1
Based on 1 answer
The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of
Preston Lam profile photo

Alternatives Considered

I don't know enough about the competitive market to discuss this confidently. But, we do have a colleague who used Gainsight at her last job and likes ChurnZero much more.
Jewell Kieley profile photo

Return on Investment

  • The main positive I have seen is getting a holistic view of who our customers are and what they are doing with our application in place. Before, we had this information but it was not easily accessible and hard to interpret.
Hardin Lovett profile photo

Pricing Details

ChurnZero

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details