What users are saying about
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Top Rated
80 Ratings
26 Ratings

ChurnZero

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Top Rated
80 Ratings
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Score 9.1 out of 101
26 Ratings
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Score 8.7 out of 101

Likelihood to Recommend

ChurnZero

Research - You need to pull client data but you are targeting clients with specific attributes. The segments feature makes it very easy for you to create a custom segment to target clients with those attributes and export it into a CSV file. Outreach - Let's say you created a custom email marketing campaign for a unique group of clients but you need a way to deliver these emails in the fastest way possible. You can create a custom segment that includes these clients and then create a "play" that targets that segment. The "play" lets you plan out when each email will be sent to your segment of clients. Outbound Sales - ChurnZero uses existing client data to help you with your outreach so this is mainly a client success tool and will not be very helpful if you are in an outbound sales role.
Amar Sarao profile photo

ClientSuccess

Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
Cameron Kinney profile photo

Feature Rating Comparison

Security

ChurnZero
8.5
ClientSuccess
7.2
Role-based user permissions
ChurnZero
8.5
ClientSuccess
7.2

Platform & Infrastructure

ChurnZero
8.5
ClientSuccess
8.0
API
ChurnZero
8.5
ClientSuccess
7.7
Integration with Salesforce.com
ChurnZero
8.6
ClientSuccess
6.1
Integration with Marketo
ChurnZero
ClientSuccess
9.1
Integration with Eloqua
ChurnZero
ClientSuccess
9.1

Customer Data Extraction / Integration

ChurnZero
8.5
ClientSuccess
8.4
Product usage
ChurnZero
8.5
ClientSuccess
8.2
Help desk / support tickets
ChurnZero
8.4
ClientSuccess
8.7

Customer Success Management

ChurnZero
8.5
ClientSuccess
7.8
NPS surveys
ChurnZero
8.5
ClientSuccess
7.2
Sponsor tracking
ChurnZero
8.2
ClientSuccess
8.4
Customer profiles
ChurnZero
8.6
ClientSuccess
8.5
Automated workflow
ChurnZero
8.5
ClientSuccess
8.1
Internal collaboration
ChurnZero
8.1
ClientSuccess
6.3
Customer health scoring
ChurnZero
8.7
ClientSuccess
8.1
Customer segmentation
ChurnZero
8.9
ClientSuccess
7.8

CSM Reporting & Analytics

ChurnZero
8.5
ClientSuccess
7.5
Customer health trends
ChurnZero
8.6
ClientSuccess
8.4
Engagement analytics
ChurnZero
8.6
ClientSuccess
7.1
Dashboards
ChurnZero
8.3
ClientSuccess
8.2
Revenue forecasting
ChurnZero
ClientSuccess
6.5

Pros

ChurnZero

  • Via our online portal that our client base uses, we can send direct messages, pop-ups and even NPS surveys directly to their online account. This is extremely important because this is where our clients are logging in so we can tell them important things like "we have a new release, watch this video" or "do not lose access to your data, your renewal is right around the corner so email me". I feel like we're communicating with our clients in a way we could never do before.
  • It allows you to create segments. For example, I could create a segment of clients that are up for their renewal who have low usage. When a client enters that segment it can then alert me. Or even better, it can automatically send out an email and log activity to our CRM to follow up in a week. This 1 example will help us reach out to clients when they stop using the tool and/or find out why they did.
  • It integrates with all our systems: Salesforce, Zendesk, Gmail, Google Calendar, Slack, webinars, etc.
  • Support is amazing!
Kristin Sours profile photo

ClientSuccess

  • ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers.
  • The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much.
  • As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity.
  • Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
No photo available

Cons

ChurnZero

  • The email that is sent out to clients does not tie to our company or that it's coming from Churnzero. It is too general which may confuse clients.
  • Attachments are not allowed which is not too important for right now but can be useful in the future.
Sanjusha Kolli profile photo

ClientSuccess

  • More flexibility on the usage that is shared to the platform without having to manipulate anything on our end first.
  • Great reporting on Client Pulse (a manually set health metric per client) and would love to see even more reporting on overall health scores (success scores) that tie in additional information.
Samantha Berquist profile photo

Usability

ChurnZero

ChurnZero 8.2
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

ClientSuccess

No score
No answers yet
No answers on this topic

Support

ChurnZero

ChurnZero 9.1
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

ClientSuccess

ClientSuccess 10.0
Based on 1 answer
They are SUPER responsive...even for late night inquiries.
Cale Conry profile photo

Online Training

ChurnZero

ChurnZero 9.1
Based on 1 answer
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
Ben Butler profile photo

ClientSuccess

No score
No answers yet
No answers on this topic

Alternatives Considered

ChurnZero

In general, while ChurnZero's reporting is a tiiiiiiny bit less flexible than that of Natero's, it's clear that ChurnZero was more tailor made for teams like ours, both in terms of look and overall functionality. Also, in our interactions with the sales team, ChurnZero seemed more like the kind of company we'd much prefer working with
Trevor Machinia profile photo

ClientSuccess

HubSpot is excellent as it was an easy expansion from the sales and marketing work we were using it for. It meets our needs but isn't entirely as geared towards customer success like ClientSuccess. ClientSuccess has more bells and whistles that are out of the box vs. HubSpot, where the capabilities may exist but require a little more leg work.
No photo available

Return on Investment

ChurnZero

  • 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

ClientSuccess

  • All positive- It has helped us stay on top of our clients and help remind me of renewal when it comes up to in return provide more ROI for us. It has also helped me engage more with the clients being able to see their health every day. Also keeping in touch with them by automation.
Kylie McDonald profile photo

Pricing Details

ChurnZero

General

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

ClientSuccess

General

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

Rating Summary

Likelihood to Recommend

ChurnZero
8.7
ClientSuccess
7.9

Usability

ChurnZero
8.2
ClientSuccess

Support

ChurnZero
9.1
ClientSuccess
10.0

Online Training

ChurnZero
9.1
ClientSuccess

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