What users are saying about
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Top Rated
58 Ratings
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Top Rated
356 Ratings

ChurnZero

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Top Rated
58 Ratings
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Score 9.3 out of 101

Gainsight

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Top Rated
356 Ratings
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Score 8.6 out of 101

Likelihood to Recommend

ChurnZero

Churnzero is well suited for sales, success and operations departments. Not so much on the acquisition side of a company but any scenario where you are in a customer-facing sales/success role (and even non-customer-facing Ops role), it would be beneficial. There are so many data points, insights, and automations that can really help you strategize how to connect with, retain and grow your customers.
No photo available

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
7.8
Role-based user permissions
ChurnZero
8.6
Gainsight
7.8

Platform & Infrastructure

ChurnZero
8.6
Gainsight
8.1
API
ChurnZero
8.4
Gainsight
7.9
Integration with Salesforce.com
ChurnZero
8.8
Gainsight
9.7
Integration with Marketo
ChurnZero
Gainsight
7.7
Integration with Eloqua
ChurnZero
Gainsight
7.3

Customer Data Extraction / Integration

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

Customer Success Management

ChurnZero
8.4
Gainsight
8.8
NPS surveys
ChurnZero
8.4
Gainsight
9.3
Sponsor tracking
ChurnZero
8.0
Gainsight
7.9
Customer profiles
ChurnZero
8.5
Gainsight
9.3
Automated workflow
ChurnZero
8.4
Gainsight
8.3
Internal collaboration
ChurnZero
8.1
Gainsight
8.0
Customer health scoring
ChurnZero
8.7
Gainsight
9.7
Customer segmentation
ChurnZero
8.9
Gainsight
9.3

CSM Reporting & Analytics

ChurnZero
8.5
Gainsight
9.1
Customer health trends
ChurnZero
8.7
Gainsight
9.4
Engagement analytics
ChurnZero
8.7
Gainsight
8.9
Dashboards
ChurnZero
8.2
Gainsight
8.9
Revenue forecasting
ChurnZero
Gainsight
9.1

Pros

ChurnZero

  • Segments: The ability to pull a seemingly infinite amount of contact and account related segments based off of account data that helps to drive strategic activities for us as account managers, whether it's getting in front of Churn when we see certain usage data or whether it's being able to identify upsell opportunities
  • Automation: The ability to automate saves a ton of time, being able to bulk send campaign or renewal email and run plays for all different segments of contacts frees up time for other activities.
  • Integrations: Churnzero has great integration with Salesforce, not only does it save time from having to use multiple platforms and applications but it has bi-directional sync which helps with data integrity.
No photo available

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

  • The segments section is a little overwhelming to use in the beginning, a lot going on there to digest when started but it's because there are so many segments you can create.
  • Home page dashboard is a bit cluttered, lots of information and data squeezed onto one page.
No photo available

Gainsight

  • I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.
Carlos Gonzalez profile photo

Likelihood to Renew

ChurnZero

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.7
Based on 13 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
Creating reporting is very, very cumbersome and slow. And creating on-the-fly Cockpit actions are a bit slow and tough to use. The concept of Gainsight is amazing, but they are still improving when it comes to making it very fast, scaleable, and usable for large installs.
Colin Burns 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 109 answers
I always receive help and timely responses. However, I don't always feel that the context of my questions or issues is understood. I think the team could go from very good to excellent if they were able to bridge the gap between technical product knowledge and recommended/popular customer workflows more effectively.
Ben Michael 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

Churnzero has more actionable data and far deeper segmentation capabilities. Other products seem a little more one dimensional with their offerings while ChurnZero can offer an array of sales and success related features/functions. From plays, to journeys, segments, and Churnscores, there is a lot more data, usage and analytics behind their platform that is super easy to digest and make actionable
No photo available

Gainsight

I honestly haven't done much research on other options, but I ave talked with reps from Bullhorn. I believe they are newer to Customer Success, but they had a unique offering that searched Outlook for all customers emails to your company's email server. This level of transparency would be amazing with a growing company. However, we ended up not pursuing this option due to technical limitations, cost, and no additional benefits.
Ben Michael 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

  • We have had a flat headcount on our CSM team while nearly doubling the number of clients supported by CSMs.
  • We have increased our upsell opportunities by efficiently identifying and automatically messaging clients that need more licenses.
  • We have driven client retention higher by identifying risk in the client base via the integration of usage data and other client factors.
Steven Doty 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

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