What users are saying about
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Top Rated
137 Ratings

ChurnZero

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Top Rated
137 Ratings
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Score 8.3 out of 100
396 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

ChurnZero

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

If your business has a large customer base and you are struggling to understand the specific needs of each customer, you could greatly benefit from using Gainsight. It gives the business leader the leverage to understand the how and why, and provides the data to ensure customers are better off
Kyle Moninger | TrustRadius Reviewer

Feature Rating Comparison

Security

ChurnZero
8.2
Gainsight Customer Cloud
8.1
Role-based user permissions
ChurnZero
8.2
Gainsight Customer Cloud
8.1

Platform & Infrastructure

ChurnZero
8.5
Gainsight Customer Cloud
8.4
API
ChurnZero
8.5
Gainsight Customer Cloud
8.6
Integration with Salesforce.com
ChurnZero
8.4
Gainsight Customer Cloud
8.4
Integration with Marketo
ChurnZero
Gainsight Customer Cloud
8.3
Integration with Eloqua
ChurnZero
Gainsight Customer Cloud
8.3

Customer Data Extraction / Integration

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

Customer Success Management

ChurnZero
8.2
Gainsight Customer Cloud
8.5
NPS surveys
ChurnZero
8.5
Gainsight Customer Cloud
8.1
Sponsor tracking
ChurnZero
7.4
Gainsight Customer Cloud
7.8
Customer profiles
ChurnZero
8.2
Gainsight Customer Cloud
8.7
Automated workflow
ChurnZero
8.6
Gainsight Customer Cloud
8.7
Internal collaboration
ChurnZero
7.5
Gainsight Customer Cloud
8.2
Customer health scoring
ChurnZero
8.6
Gainsight Customer Cloud
9.1
Customer segmentation
ChurnZero
8.8
Gainsight Customer Cloud
9.0

CSM Reporting & Analytics

ChurnZero
8.1
Gainsight Customer Cloud
9.0
Customer health trends
ChurnZero
8.3
Gainsight Customer Cloud
8.9
Engagement analytics
ChurnZero
8.2
Gainsight Customer Cloud
8.8
Dashboards
ChurnZero
7.6
Gainsight Customer Cloud
9.1
Revenue forecasting
ChurnZero
Gainsight Customer Cloud
9.1

Pros

ChurnZero

  • Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
  • Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
  • Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.
James O'Neal | TrustRadius Reviewer

Gainsight Customer Cloud

  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
Anonymous | TrustRadius Reviewer

Cons

ChurnZero

  • Too much functionality; the system is very robust and requires some time and playing around to get used to.
  • We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
  • We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
  • Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
Greg Watkins | TrustRadius Reviewer

Gainsight Customer Cloud

  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ChurnZero

ChurnZero 9.1
Based on 2 answers
It's a great software and tool specialized in helping the company know its customers and prevent them from leaving. It also helps data analysis and automation.
Samuel Hewstone | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 6.8
Based on 14 answers
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Anonymous | TrustRadius Reviewer

Usability

ChurnZero

ChurnZero 8.0
Based on 21 answers
ChurnZero has a massive variety of features, but it takes time and dedication in setting up the platform. Fortunately, ChurnZero's support model is very helpful in setting everything up.Once the platform is part of the process and everyone on board understands it, it adds great value to our CS work.
Maximilian Celebi | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 8.5
Based on 13 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 | TrustRadius Reviewer

Reliability and Availability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Quick response by the CZ team.
Beatriz de Rosa Soares | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 8.2
Based on 2 answers
No answer on this topic is available.

Performance

ChurnZero

ChurnZero 6.4
Based on 1 answer
No answer on this topic is available.

Gainsight Customer Cloud

Gainsight Customer Cloud 6.4
Based on 2 answers
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 | TrustRadius Reviewer

Support Rating

ChurnZero

ChurnZero 8.8
Based on 21 answers
Their customer success team and implementation team are fantastic, and always happy to help.I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 7.8
Based on 254 answers
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
Anonymous | TrustRadius Reviewer

Online Training

ChurnZero

ChurnZero 7.5
Based on 2 answers
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 | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 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 | TrustRadius Reviewer

Implementation Rating

ChurnZero

ChurnZero 6.4
Based on 1 answer
Sometimes, it can be hard to implement other systems to CZ.
Beatriz de Rosa Soares | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 6.3
Based on 12 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 | TrustRadius Reviewer

Alternatives Considered

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 implemented and prioritized to the best of their ability.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
Anonymous | TrustRadius Reviewer

Scalability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Easy to escalate.
Beatriz de Rosa Soares | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 7.3
Based on 1 answer
No answer on this topic is available.

Return on Investment

ChurnZero

  • Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
  • Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.
tal horovits | TrustRadius Reviewer

Gainsight Customer Cloud

  • We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
  • By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
  • Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

ChurnZero

General

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

ChurnZero Editions & Modules

Additional Pricing Details

Gainsight Customer Cloud

General

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

Gainsight Customer Cloud Editions & Modules

Edition
Subscription$200.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ChurnZero
8.6
Gainsight Customer Cloud
8.4

Likelihood to Renew

ChurnZero
9.1
Gainsight Customer Cloud
6.8

Usability

ChurnZero
8.0
Gainsight Customer Cloud
8.5

Reliability and Availability

ChurnZero
9.1
Gainsight Customer Cloud
8.2

Performance

ChurnZero
6.4
Gainsight Customer Cloud
6.4

Support Rating

ChurnZero
8.8
Gainsight Customer Cloud
7.8

In-Person Training

ChurnZero
6.4
Gainsight Customer Cloud

Online Training

ChurnZero
7.5
Gainsight Customer Cloud
5.5

Implementation Rating

ChurnZero
6.4
Gainsight Customer Cloud
6.3

Scalability

ChurnZero
9.1
Gainsight Customer Cloud
7.3

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