What users are saying about

ChurnZero

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30 Ratings
3 Ratings

ChurnZero

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30 Ratings
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Score 9.2 out of 101
3 Ratings
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Score 9.3 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

Amity

  • For success teams that are siloed, with a large stack to manage; it works amazingly
  • Or small teams
  • For Teams that may have a lot of revenue targets, it's hard
Janielle Loken profile photo

Feature Rating Comparison

Security

ChurnZero
8.7
Amity
8.0
Role-based user permissions
ChurnZero
8.7
Amity
8.0

Platform & Infrastructure

ChurnZero
8.5
Amity
9.5
API
ChurnZero
8.2
Amity
10.0
Integration with Salesforce.com
ChurnZero
8.8
Amity
9.0

Customer Data Extraction / Integration

ChurnZero
8.4
Amity
9.0
Product usage
ChurnZero
8.6
Amity
9.0
Help desk / support tickets
ChurnZero
8.3
Amity
9.0

Customer Success Management

ChurnZero
8.4
Amity
9.0
NPS surveys
ChurnZero
8.1
Amity
Sponsor tracking
ChurnZero
8.2
Amity
Customer profiles
ChurnZero
8.6
Amity
10.0
Automated workflow
ChurnZero
8.3
Amity
9.0
Internal collaboration
ChurnZero
7.8
Amity
8.0
Customer health scoring
ChurnZero
8.6
Amity
10.0
Customer segmentation
ChurnZero
8.9
Amity
8.0

CSM Reporting & Analytics

ChurnZero
8.6
Amity
8.0
Customer health trends
ChurnZero
8.7
Amity
6.0
Engagement analytics
ChurnZero
8.7
Amity
9.0
Dashboards
ChurnZero
8.4
Amity
10.0
Revenue forecasting
ChurnZero
Amity
7.0

Pros

  • Account Segments - we are now able to create extremely specific account segments. This allows us to approach each segment in a unique and tailored approach.
  • Alerts - I now know when my accounts open up a ticket with my support team. I can get ahead of it or follow along if needed. Before I wouldn't have any visibility unless I was specifically made aware
  • Usage stats - we are now able to get a much better view in the usage stats of our various features and functions. We can leverage these stats into our segments so that we are managing the correct accounts with the appropriate messaging.
Hardin Lovett profile photo
  • Service
  • Data mapping
  • Displays data
Janielle Loken profile photo

Cons

  • There is a learning curve but that could be said with most all software. Once it became part of our daily process we started getting the hang of it pretty quick!
  • The initial implementation seemed to take a long time. Of course there are always going to be some road blocks when bringing in a new system that isn't set to communicate with your own systems right out of the box.
  • We are still working through some data issues. However, our rep is very helpful and extremely responsive.
Hardin Lovett profile photo
  • Some times it's too much customization
  • Better ways to take care of upsells
Janielle Loken 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
No score
No answers yet
No answers on this topic

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
No score
No answers yet
No answers on this topic

Alternatives Considered

I feel like ChurnZero has all the right functionality but is a bit simpler to navigate and deploy than Gainsight and also Totango (not that these are bad systems, neither of them is a bad choice, I just find them to be a little overly complicated). While ChurnZero may not have all the features of a Gainsight, I feel it has the right feature sent to help me manage my book of business in real time in ways that don't create more complications
Lisa Hern profile photo
Amity understands that we need more than views to manage a cuatomer... you have to have a CRM.
Janielle Loken profile photo

Return on Investment

  • More customer engagement points - Because each account manager manages a few hundred accounts with multiple contacts at each organization (some have as many as 50 contacts per account) it can be impossible to get regular touch points with these contacts and can lead to disengagement. We can automate a lot of this and send these contacts helpful contact with previously set up templates and plays
  • Easier to track KPI's - Because everything is real time, we are easily able to see how much revenue we are managing at a time. What % is safe and % that is at risk of churn.
  • Less churn from customers - Since we are easily able to see and segment struggling customers, it's easier to spend more time with struggling and disengaged customers. Plus we can see which features aren't being leveraged and we can spend more time pushing relevant content to customers/
Austen Duzey profile photo
  • Faster churn indicators
Janielle Loken profile photo

Pricing Details

ChurnZero

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

Amity

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