What users are saying about
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Top Rated
141 Ratings
27 Ratings

ChurnZero

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Top Rated
141 Ratings
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Score 8.3 out of 100
27 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

ChurnZero

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Security

ChurnZero
8.2
ClientSuccess
8.2
Role-based user permissions
ChurnZero
8.2
ClientSuccess
8.2

Platform & Infrastructure

ChurnZero
8.4
ClientSuccess
8.4
API
ChurnZero
8.5
ClientSuccess
10.0
Integration with Salesforce.com
ChurnZero
8.4
ClientSuccess
9.0
Integration with Marketo
ChurnZero
ClientSuccess
7.4
Integration with Eloqua
ChurnZero
ClientSuccess
7.4

Customer Data Extraction / Integration

ChurnZero
8.2
ClientSuccess
9.0
Product usage
ChurnZero
8.2
ClientSuccess
8.5
Help desk / support tickets
ChurnZero
8.2
ClientSuccess
9.5

Customer Success Management

ChurnZero
8.2
ClientSuccess
8.6
NPS surveys
ChurnZero
8.5
ClientSuccess
7.0
Sponsor tracking
ChurnZero
7.3
ClientSuccess
9.5
Customer profiles
ChurnZero
8.1
ClientSuccess
9.0
Automated workflow
ChurnZero
8.6
ClientSuccess
8.9
Internal collaboration
ChurnZero
7.5
ClientSuccess
7.6
Customer health scoring
ChurnZero
8.6
ClientSuccess
9.0
Customer segmentation
ChurnZero
8.8
ClientSuccess
9.0

CSM Reporting & Analytics

ChurnZero
8.0
ClientSuccess
8.4
Customer health trends
ChurnZero
8.3
ClientSuccess
9.0
Engagement analytics
ChurnZero
8.2
ClientSuccess
8.1
Dashboards
ChurnZero
7.6
ClientSuccess
9.0
Revenue forecasting
ChurnZero
ClientSuccess
7.5

Pros

ChurnZero

  • Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
  • Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
  • Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.
James O'Neal | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

ChurnZero

  • Too much functionality; the system is very robust and requires some time and playing around to get used to.
  • We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
  • We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
  • Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
Greg Watkins | TrustRadius Reviewer

ClientSuccess

  • The support view takes a few steps to get to the meat and potatoes.
  • The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.
Vincent Springer | TrustRadius Reviewer

Likelihood to Renew

ChurnZero

ChurnZero 9.1
Based on 2 answers
It's a great software and tool specialized in helping the company know its customers and prevent them from leaving. It also helps data analysis and automation.
Samuel Hewstone | TrustRadius Reviewer

ClientSuccess

No score
No answers yet
No answers on this topic

Usability

ChurnZero

ChurnZero 8.1
Based on 23 answers
ChurnZero has a massive variety of features, but it takes time and dedication in setting up the platform. Fortunately, ChurnZero's support model is very helpful in setting everything up.Once the platform is part of the process and everyone on board understands it, it adds great value to our CS work.
Maximilian Celebi | TrustRadius Reviewer

ClientSuccess

No score
No answers yet
No answers on this topic

Reliability and Availability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Quick response by the CZ team.
Beatriz de Rosa Soares | TrustRadius Reviewer

ClientSuccess

No score
No answers yet
No answers on this topic

Support Rating

ChurnZero

ChurnZero 8.8
Based on 23 answers
Their customer success team and implementation team are fantastic, and always happy to help.I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far
Anonymous | TrustRadius Reviewer

ClientSuccess

ClientSuccess 10.0
Based on 2 answers
They are SUPER responsive...even for late night inquiries.
Cale Conry | TrustRadius Reviewer

Online Training

ChurnZero

ChurnZero 7.4
Based on 2 answers
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 | TrustRadius Reviewer

ClientSuccess

No score
No answers yet
No answers on this topic

Implementation Rating

ChurnZero

ChurnZero 6.4
Based on 1 answer
Sometimes, it can be hard to implement other systems to CZ.
Beatriz de Rosa Soares | TrustRadius Reviewer

ClientSuccess

No score
No answers yet
No answers on this topic

Alternatives Considered

ChurnZero

The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been implemented and prioritized to the best of their ability.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Scalability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Easy to escalate.
Beatriz de Rosa Soares | TrustRadius Reviewer

ClientSuccess

No score
No answers yet
No answers on this topic

Return on Investment

ChurnZero

  • Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
  • Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.
tal horovits | TrustRadius Reviewer

ClientSuccess

  • Within the first week, leadership was able to have more visibility into the lifestage and health score of each client
  • We needed to become more proactive as an organization and this platform has allowed us to do so with real-time metrics and reporting.
  • We needed to find a way to scale our approach, especially as our Client Success organization continues to grow, and this is already helping.
Samantha Berquist | TrustRadius Reviewer

Screenshots

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
Yes
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

ChurnZero
8.6
ClientSuccess
7.5

Likelihood to Renew

ChurnZero
9.1
ClientSuccess

Usability

ChurnZero
8.1
ClientSuccess

Reliability and Availability

ChurnZero
9.1
ClientSuccess

Performance

ChurnZero
6.4
ClientSuccess

Support Rating

ChurnZero
8.8
ClientSuccess
10.0

In-Person Training

ChurnZero
6.4
ClientSuccess

Online Training

ChurnZero
7.4
ClientSuccess

Implementation Rating

ChurnZero
6.4
ClientSuccess

Scalability

ChurnZero
9.1
ClientSuccess

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