What users are saying about
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Top Rated
77 Ratings
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Top Rated
370 Ratings

ChurnZero

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Top Rated
77 Ratings
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Score 9.1 out of 101

Gainsight

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Top Rated
370 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.5 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

Gainsight

Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh profile photo

Feature Rating Comparison

Security

ChurnZero
8.5
Gainsight
7.8
Role-based user permissions
ChurnZero
8.5
Gainsight
7.8

Platform & Infrastructure

ChurnZero
8.5
Gainsight
8.0
API
ChurnZero
8.4
Gainsight
8.0
Integration with Salesforce.com
ChurnZero
8.6
Gainsight
9.1
Integration with Marketo
ChurnZero
Gainsight
7.6
Integration with Eloqua
ChurnZero
Gainsight
7.2

Customer Data Extraction / Integration

ChurnZero
8.4
Gainsight
8.4
Product usage
ChurnZero
8.5
Gainsight
8.6
Help desk / support tickets
ChurnZero
8.4
Gainsight
8.2

Customer Success Management

ChurnZero
8.5
Gainsight
8.7
NPS surveys
ChurnZero
8.5
Gainsight
9.3
Sponsor tracking
ChurnZero
8.1
Gainsight
7.6
Customer profiles
ChurnZero
8.5
Gainsight
9.2
Automated workflow
ChurnZero
8.5
Gainsight
8.3
Internal collaboration
ChurnZero
8.1
Gainsight
8.2
Customer health scoring
ChurnZero
8.6
Gainsight
9.3
Customer segmentation
ChurnZero
8.9
Gainsight
9.0

CSM Reporting & Analytics

ChurnZero
8.5
Gainsight
8.7
Customer health trends
ChurnZero
8.6
Gainsight
9.1
Engagement analytics
ChurnZero
8.6
Gainsight
8.7
Dashboards
ChurnZero
8.3
Gainsight
8.7
Revenue forecasting
ChurnZero
Gainsight
8.5

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

Gainsight

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
✔Robert Riegel profile photo

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

Gainsight

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson profile photo

Likelihood to Renew

ChurnZero

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.3
Based on 14 answers
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
Vinny Poliseno 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

Gainsight

Gainsight 7.4
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael profile photo

Performance

ChurnZero

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.4
Based on 1 answer
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen profile photo

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

Gainsight

Gainsight 8.5
Based on 119 answers
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
Jen Loop 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

Gainsight

Gainsight 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen profile photo

Implementation

ChurnZero

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.9
Based on 6 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA profile photo

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

Gainsight

After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
Carlos Gonzalez profile photo

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

Gainsight

  • So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.
Katie Baker profile photo

Pricing Details

ChurnZero

General

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

Gainsight

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

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