What users are saying about
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Top Rated
50 Ratings
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Top Rated
347 Ratings

ChurnZero

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Top Rated
50 Ratings
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Score 9.3 out of 101

Gainsight

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Top Rated
347 Ratings
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Score 8.5 out of 101

Likelihood to Recommend

ChurnZero

Very helpful for software organizations where you need to measure specific usage points from your customers in real time. Helpful when you use a CRM like Salesforce where you want the data automatically imported and easily manipulated. It's great when you need to be able to segment your customers my different points. Helpful when you need to easily organize your customer accounts by: plan, plan length, tenure, etc
Austen Duzey profile photo

Gainsight

I feel like this is very similar to the last two questions... What I like:CTASHeath ScoreRules EngineFlat architecture What needs work: User interface
✔Robert Riegel profile photo

Feature Rating Comparison

Security

ChurnZero
8.6
Gainsight
7.9
Role-based user permissions
ChurnZero
8.6
Gainsight
7.9

Platform & Infrastructure

ChurnZero
8.6
Gainsight
8.2
API
ChurnZero
8.3
Gainsight
7.9
Integration with Salesforce.com
ChurnZero
8.8
Gainsight
9.7
Integration with Marketo
ChurnZero
Gainsight
8.0
Integration with Eloqua
ChurnZero
Gainsight
7.3

Customer Data Extraction / Integration

ChurnZero
8.4
Gainsight
8.2
Product usage
ChurnZero
8.5
Gainsight
8.6
Help desk / support tickets
ChurnZero
8.3
Gainsight
7.8

Customer Success Management

ChurnZero
8.4
Gainsight
8.9
NPS surveys
ChurnZero
8.3
Gainsight
9.3
Sponsor tracking
ChurnZero
7.8
Gainsight
8.0
Customer profiles
ChurnZero
8.5
Gainsight
9.3
Automated workflow
ChurnZero
8.4
Gainsight
8.4
Internal collaboration
ChurnZero
8.0
Gainsight
8.1
Customer health scoring
ChurnZero
8.6
Gainsight
9.7
Customer segmentation
ChurnZero
8.9
Gainsight
9.3

CSM Reporting & Analytics

ChurnZero
8.5
Gainsight
9.1
Customer health trends
ChurnZero
8.6
Gainsight
9.4
Engagement analytics
ChurnZero
8.6
Gainsight
8.9
Dashboards
ChurnZero
8.1
Gainsight
9.0
Revenue forecasting
ChurnZero
Gainsight
9.2

Pros

ChurnZero

  • Ease of Use - Despite the wide variety of tools, dashboards, views, etc..., the platform is incredibly easy to navigate and the display of data is not only aesthetically pleasing, but very easy to read through
  • Customization - The different segments we are able to create allows standard users like myself to customize different views by the type of customer, feature usage, plan type, etc... It makes it so easy to segment my customers without having to run complex reports and manipulate the data myself.
  • SalesForce Integration - most of our customer data is stored in SalesForce. Thanks to the integration, we didn't have to manually upload this data into ChurnZero. That would have been a nightmare.
  • Alerts - We have standard team alerts and then have the ability to customize alerts with custom triggers. Not only do these alerts appear in the ChurnZero dashboard, but I can also have them emailed to me, and sent a private message thread on Slack's messaging service.
  • Churn Score - Being able to create a custom Churn Score to measure the risk of customers churning has added tremendous value. We are able to have it synced up to the way our customers are using the platform, so we get a real-time and accurate score.
Austen Duzey profile photo

Gainsight

  • Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
  • Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
  • Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
Mark Peterson profile photo

Cons

ChurnZero

  • I would love for the search bar at the top of the screen to be a different color to be more identifiable.
  • I would like for the area on my dashboard called "Total Contract Amount by Churn Risk for All Accounts" to be clickable / hyperlinked.
  • No other complaints.
Maura Kelly profile photo

Gainsight

  • An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
  • I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
Josh Daniels profile photo

Likelihood to Renew

ChurnZero

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.7
Based on 13 answers
There's no product or usage reason I gave this a 9 instead of a 10 - but I don't personally control the budget. :) Our original plan was to purchase small, prove the value, and then expand use and visibility to other parts of the organization, and that is still on track.
Beth Power, MBA, CSM, SA 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 a very comprehensive solution perpetually adding capabilities. The only challenges in usability come with the wide scope of capabilities.
Carlos Gonzalez 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 8.7
Based on 103 answers
Gainsight is a great tool and I know there is a lot of potential to get better. I have a background in startups where there is a lot of data passing between customers, departments, and people. A lot of it can be lost and/or cluttered, but with Gainsight you are able to capture that data that passes between customers and their trading partners. From that data you can isolate what you are looking for and run a report that gives you insight. You also have Call To Actions which are great ways to stay proactive, sometimes I think I would feel lost without these. The customer health scores are great ways to get a pulse on the health of an account and if utilized correctly you can be very accurate. Dashboards are great as well because they can give you a view into specific types of reports about your accounts that can help you stay on top of your book of business. If I want to view my book of businesses overall health score I can view that, if I need to see a revenue pattern I can view that. The tool is great and I am excited for the improvements.
Ian Cummings 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 7.0
Based on 6 answers
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
Ben Michael profile photo

Alternatives Considered

ChurnZero

So far I have only had the opportunity to work with ChurnZero, but I do not lose hope to be able to work with another of its products in the future, and I hope it will be in the not too distant future
José Antonio Zalem Hernández profile photo

Gainsight

When it comes to a CMP, it really comes down to Totango and Gainsight. Ultimately we selected Gainsight because we already were heavy SFDC users and the fact that they invest heavily in their product.
Joe Breed profile photo

Return on Investment

ChurnZero

  • Too early in the process to tell.
Ben Butler profile photo

Gainsight

  • Improve customers health, we have been able to stay proactive and on top of cases that are being worked by the CSM or Support team and ensure that task get completed.
  • We have been able to improve retention due to Gainsight by showing value and drive the time it takes to resolve a case.
  • Revenue waterfall and increase upsell is being utilized even more, and I look forward to how Gainsight can improve this section.
Ian Cummings profile photo

Pricing Details

ChurnZero

General

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

Gainsight

General

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

Add comparison