What users are saying about

ChurnZero

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30 Ratings

Gainsight

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Top Rated
323 Ratings

ChurnZero

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30 Ratings
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Score 9.2 out of 101

Gainsight

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Top Rated
323 Ratings
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Score 8.6 out of 101

Add comparison

Likelihood to Recommend

ChurnZero

When I first bought ChurnZero I thought that maybe it was only well-suited to companies that have a small-ish number of customers (say, under 300) but now that I've been using it for a year I don't agree with that assessment. I think it can handle scale well and I don't see us outgrowing it. If you only have one or two CSMs then it's probably not needed, but once you start trying to manage a team of CSMs and measure the health of their accounts, this tool becomes essential.
Heather Foeh profile photo

Gainsight

Gainsight is an awesome tool for organizations looking to help prioritize engagements with customers based on their behavioral trend. If you are looking to drive a consistent customer experience and give your team the power of knowledge into the customer, it's a very powerful and user friendly tool. For our tiers that are more of a 1:many approach, Gainsight is less helpful as it is more of a transactional relationship.
Jen Loop profile photo

Feature Rating Comparison

Security

ChurnZero
8.7
Gainsight
8.3
Role-based user permissions
ChurnZero
8.7
Gainsight
8.3

Platform & Infrastructure

ChurnZero
8.5
Gainsight
8.2
API
ChurnZero
8.2
Gainsight
7.9
Integration with Salesforce.com
ChurnZero
8.8
Gainsight
9.5
Integration with Marketo
ChurnZero
Gainsight
7.9
Integration with Eloqua
ChurnZero
Gainsight
7.6

Customer Data Extraction / Integration

ChurnZero
8.4
Gainsight
8.4
Product usage
ChurnZero
8.6
Gainsight
8.7
Help desk / support tickets
ChurnZero
8.3
Gainsight
8.1

Customer Success Management

ChurnZero
8.4
Gainsight
8.9
NPS surveys
ChurnZero
8.1
Gainsight
9.2
Sponsor tracking
ChurnZero
8.2
Gainsight
8.3
Customer profiles
ChurnZero
8.6
Gainsight
9.1
Automated workflow
ChurnZero
8.3
Gainsight
8.4
Internal collaboration
ChurnZero
7.8
Gainsight
8.3
Customer health scoring
ChurnZero
8.6
Gainsight
9.6
Customer segmentation
ChurnZero
8.9
Gainsight
9.3

CSM Reporting & Analytics

ChurnZero
8.6
Gainsight
9.1
Customer health trends
ChurnZero
8.7
Gainsight
9.3
Engagement analytics
ChurnZero
8.7
Gainsight
9.0
Dashboards
ChurnZero
8.4
Gainsight
9.0
Revenue forecasting
ChurnZero
Gainsight
9.2

Pros

  • Helps with tracking customer usage of our platform
  • Helps us set up email/call cadences for different customer plays such as renewals
  • Does a great job of showing me who is really actively using the platform
  • Love the map of which customers are signing in and what their location is
Jordan Kruger profile photo
  • Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
  • The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
  • Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
  • Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
Jen Loop profile photo

Cons

  • It is a little hard to set up plays at first
  • Sorta confusing to bring accounts over from Salesforce
Jordan Kruger profile photo
  • The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
  • Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
  • The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
Anna Whitehouse profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Gainsight8.7
Based on 13 answers
Ceridian is always seeking ways of optimizing its technical stack and experience. customer Gainsight is an important partner in our ongoing success.
Carlos Gonzalez 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
Gainsight7.5
Based on 11 answers
I haven't really encountered something I would consider negative.
Jen Jackson profile photo

Performance

No score
No answers yet
No answers on this topic
Gainsight6.4
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

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
Gainsight8.7
Based on 93 answers
I use the chat feature all the time to work with support. I get the help I need immediately
Anna Whitehouse profile photo

Online Training

No score
No answers yet
No answers on this topic
Gainsight5.5
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

No score
No answers yet
No answers on this topic
Gainsight7.1
Based on 6 answers
We worked with an amazingly supportive team.
Jen Jackson profile photo

Alternatives Considered

I am familiar with AS400, Salesforce and other CRM software. Other alternatives no doubt satisfy needs. The main difference, and it is a big one, is it is as if ChurnZero completed a thorough analysis of all competitors and what those software providers do and do not do. They have what the others have, but better. Then, they have much more than the others have, filling a big gap in the market. One factor that I think this was easier for them to do this than more legacy systems, such as AS400, is that it was new and innovative with updated market information from the start. It did not involve a need to try and take where you are and without revamping everything, make it what they need it to be to be more comprehensive. As a result, I sincerely see an opportunity in the CRM market space for ChurnZero to take a majority of the market.
Rex Muhlestein profile photo
Gainsight was already in house when I came into this role
Jen Loop profile photo

Return on Investment

  • Has really effected how we view and understand the health of our customers, and shapes strategy and process around renewal and upsell opportunities
Lauren Mitchell profile photo
  • 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
Additional Pricing Details

ChurnZero More Information

Gainsight

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details
Based on a per user/per month model.

Gainsight More Information