ChurnZero vs. ClientSuccess

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChurnZero
Score 8.3 out of 10
N/A
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer…N/A
ClientSuccess
Score 8.5 out of 10
N/A
ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics needed to proactively manage customers. For the Executives, they deliver analytics, metrics and reports to provide a comprehensive view of the health of a SaaS business.N/A
Pricing
ChurnZeroClientSuccess
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ChurnZeroClientSuccess
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChurnZeroClientSuccess
Considered Both Products
ChurnZero
Chose ChurnZero
We selected ChurnZero as while the other platforms (not limited to those listed here, just some aren't options on TrustRadius), ChurnZero matched my concept for what I wanted to provide my team. Until I tried ChurnZero in a demo site, I was completely sold on ClientSuccess, but …
Chose ChurnZero
While ClientSuccess has a more intuitive UI and account health scoring model, I believe that ChurnZero is the more powerful and capable tool overall.
Chose ChurnZero
CZ has everything in just one tool, it is better organized and has a lot more of automatizations to configure. But for sure, the breaking point for us to change was the customer care, CZ has a very well-prepared staff to be with you all the steps on the way and we really …
Chose 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 …
Chose ChurnZero
ChurnZero's interface is very easy to use. Additionally, seems that ChurnZero has more reports available.
Chose ChurnZero
ChurnZero was a good starting point for us. We’re not a traditional SaaS company, so we needed something that was moldable to fit our needs. ChurnZero did that.
Chose ChurnZero
Good bang for your buck in terms of spend vs feature set, not too expensive, but has all the key features. ChurnZero's high-touch on-boarding process was a big reason why I selected them, I suspected (and this proved true in implementation) that having a dedicated CSM to help …
Chose ChurnZero
We used Amity and Churnzero has direct integration with Quickbooks, very helpful. I evaluated client success but the functionality of ChurnZero was by far more robust. Lastly, the client success process itself of Churnzero puts them head and shoulders above the competition.
Chose ChurnZero
ChurnZero allows for the ability to fully customize all information you are looking for an need. Very little manual work is required. It is also very cost effective for the functionality it allows you.
ClientSuccess
Chose ClientSuccess
ClientSuccess has less amount of features and less "horsepower," however that simplicity is something that has helped us in our early days.
Top Pros
Top Cons
Features
ChurnZeroClientSuccess
Security
Comparison of Security features of Product A and Product B
ChurnZero
8.9
190 Ratings
1% below category average
ClientSuccess
8.2
15 Ratings
9% below category average
Role-based user permissions8.9190 Ratings8.215 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
ChurnZero
8.5
202 Ratings
2% below category average
ClientSuccess
8.4
13 Ratings
3% below category average
API8.4164 Ratings10.010 Ratings
Integration with Salesforce.com8.5168 Ratings9.012 Ratings
Integration with Marketo00 Ratings7.32 Ratings
Integration with Eloqua00 Ratings7.32 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
ChurnZero
8.3
218 Ratings
6% below category average
ClientSuccess
8.9
16 Ratings
1% above category average
Product usage8.3215 Ratings8.414 Ratings
Help desk / support tickets8.3174 Ratings9.412 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
ChurnZero
7.7
223 Ratings
10% below category average
ClientSuccess
8.6
17 Ratings
1% above category average
NPS surveys8.5195 Ratings7.09 Ratings
Sponsor tracking4.577 Ratings9.411 Ratings
Customer profiles8.3208 Ratings9.017 Ratings
Automated workflow8.3215 Ratings8.917 Ratings
Internal collaboration7.8182 Ratings7.716 Ratings
Customer health scoring8.2220 Ratings9.017 Ratings
Customer segmentation8.5214 Ratings9.016 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
ChurnZero
7.5
223 Ratings
11% below category average
ClientSuccess
8.4
17 Ratings
0% above category average
Customer health trends8.2212 Ratings9.015 Ratings
Engagement analytics8.4207 Ratings8.113 Ratings
Revenue forecasting6.069 Ratings7.614 Ratings
Dashboards7.4217 Ratings9.017 Ratings
Best Alternatives
ChurnZeroClientSuccess
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChurnZeroClientSuccess
Likelihood to Recommend
8.2
(226 ratings)
7.6
(18 ratings)
Likelihood to Renew
8.6
(5 ratings)
-
(0 ratings)
Usability
6.1
(130 ratings)
-
(0 ratings)
Availability
9.1
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
5.8
(122 ratings)
10.0
(1 ratings)
In-Person Training
6.4
(1 ratings)
-
(0 ratings)
Online Training
7.3
(2 ratings)
-
(0 ratings)
Implementation Rating
8.4
(3 ratings)
-
(0 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
ChurnZeroClientSuccess
Likelihood to Recommend
ChurnZero
If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.
Read full review
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.
Read full review
Pros
ChurnZero
  • ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
  • The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
  • We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
Read full review
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.
Read full review
Cons
ChurnZero
  • When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
  • In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
  • The content templates can be hard to stylize if you don't know html
  • Add the Merge Fields functionality to tasks, especially tasks made by playbooks
Read full review
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.
Read full review
Likelihood to Renew
ChurnZero
Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters
Read full review
ClientSuccess
No answers on this topic
Usability
ChurnZero
ChurnZero makes my work life a complete game changer. I say it all the time ChurnZero is a one stop shop for data! I don't fumble through numerous different programs, try to remember different passwords, I literally login to CZ and it is right there in front of me
Read full review
ClientSuccess
No answers on this topic
Reliability and Availability
ChurnZero
Quick response by the CZ team.
Read full review
ClientSuccess
No answers on this topic
Support Rating
ChurnZero
I recently had the opportunity to interact with ChurnZero's customer support team, and I must say, I am thoroughly impressed. Their responsiveness and willingness to solve problems are exemplary. From the moment I reached out, their team displayed a level of professionalism and dedication that truly stood out.
Read full review
ClientSuccess
They are SUPER responsive...even for late night inquiries.
Read full review
Online Training
ChurnZero
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.
Read full review
ClientSuccess
No answers on this topic
Implementation Rating
ChurnZero
I implemented CZ in 4 months. When I look back, this is not a long time where I needed to get to know CZ by myself (as I did not have knowledge of it at all..) study the Academy, playing around in the test environment and setting up in live environment.
Read full review
ClientSuccess
No answers on this topic
Alternatives Considered
ChurnZero
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal. Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management)
Read full review
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.
Read full review
Scalability
ChurnZero
Easy to escalate.
Read full review
ClientSuccess
No answers on this topic
Return on Investment
ChurnZero
  • ChurnZero has transformed our NPS strategy, helping us get in front of unhappy customers faster
  • ChurnZero has reduced confusion and data cleanliness issues across our CS org
  • Their customer support has helped us implement and get up and running with Churnzero in excellent time.
Read full review
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.
Read full review
ScreenShots

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible to keep all groups in the loop. ​