Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChurnZero
Score 8.0 out of 10
N/A
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer…N/A
Gainsight CS
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
Pricing
ChurnZeroGainsight CS
Editions & Modules
No answers on this topic
Subscription
$2,500
Per Company Per Month
Offerings
Pricing Offerings
ChurnZeroGainsight CS
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Community Pulse
ChurnZeroGainsight CS
Considered Both Products
ChurnZero
Chose ChurnZero
While Gainsight CS and PX are owned by the same parent company, they couldn't be more different on a fundamental level. PX is a nuts and bolts usage data platform which reports on many of the same datapoints as ChurnZero, but beyond that, PX has very little in terms of team …
Chose ChurnZero
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured

GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, …
Chose ChurnZero
ChurnZero was the perfect mix of tools and features at the right price. It has scaled as we've scaled and the new features they roll out are always industry firsts.
Chose ChurnZero
Gainsight is a great software, and a good alternative to ChurnZero. However for us, ChurnZero had made a number of key changes to their product suite that helped us decide for it over Gainsight. For instance the integrated AI text generator, the new round robin, enhanced note …
Chose ChurnZero
Our management team reviewed both Gainsight and Totango, while both were very robust and feature rich, the cost and price point did not make sense for a team of our size and where we would be scaling to. It also seemed that through our conversations both of those tools would …
Chose ChurnZero
ChurnZero is a better fit out of the box for our business in terms of its features, functions, usability, scalability, serviceability, and costs. We really wanted a customer success platform that doesn't take a long time to deploy while being flexible enough to allow us to …
Chose ChurnZero
I have never used a true Customer Success software but I researched about 10 and did a lengthy process of elimination to land on Churnzero.
Chose ChurnZero
We selected ChurnZero based on price and having the functionality we needed for right now. Gainsight had more features, but at a much higher cost and these features weren't necessarily items we needed to get ourselves up and running now.
Chose ChurnZero
We prefer the UI and features of ChurnZero.
Chose ChurnZero
ChurnZero was feature-rich and had everything we needed (Totango was lacking in key features such as displaying a journey to a customer and having them follow along). ChurnZero was way more financially approachable than Gainsight. ChurnZero also was much more of a CS platform …
Chose ChurnZero
Similar, but ChurnZero was a better price point for all that it offers.
Chose ChurnZero
We (our team) were able to manage everything through this solution and did not need an admin.
Chose ChurnZero
ChurnZero was the most competitive product for us given the price, ease of use, and feature availability.
Chose ChurnZero
[N/A]
Chose ChurnZero
We selected ChurnZero as while the other platforms (not limited to those listed here, just some aren't options on TrustRadius), ChurnZero matched my concept for what I wanted to provide my team. Until I tried ChurnZero in a demo site, I was completely sold on ClientSuccess, but …
Chose 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 …
Chose ChurnZero
  1. Better automation
  2. Better dashboards
  3. Better navigation
Chose ChurnZero
Gainsight is incredible too. Nothing negative to say about that tool either! However, ChurnZero had everything we needed, and they are a local company to us with a more palatable price point given our business size.
Chose ChurnZero
Another product not listed: SenseData.
They were great contestants with even more structure and functions to the platform, but it was more expensive and CZ already fulfilled our needs.
Chose ChurnZero
ChurnZero is great for a team that small and growing. It is easy to learn, use, and manage. I did like the Success Plans in Gainsight, but it was so heavy. As a VP, I can quickly create reports and look at data in ChurnZero. That's what I love most about it. When I used Gai…
Chose ChurnZero
ChurnZero seems to be more economical for Gainsight, both in terms of MMR and in terms of set up costs. ChurnZero appears to be more cookie-cutter than Gainsight, which is a positive thing, unless your organization is extremely large and requires multiple layers of custom …
Gainsight CS
Chose Gainsight CS
My companies both chose Gainsight before I arrived, so I was not part of that process. I have evaluated ChurnZero outside of the process and I think it's a great tool - maybe more so for smaller companies.
Chose Gainsight CS
We went with Gainsight above Totango or ChurnZero primarily because of the maturity of their organization. They are the market & thought leaders on Customer Success management and we wanted that in our corner when maturing our own CS organization. Gainsight is also the most …
Chose Gainsight CS
We were users of ChurnZero -- however, it reached a point where the features and functionality of Gainsight surpassed what ChurnZero was offering at the time
Chose Gainsight CS
We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively.

ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment.
Chose Gainsight CS
Gainsight not only has the superior technology, (by a lot) but they have the community, documentation, LMS to overcome the inevitable struggles of adopting a new tool for the first time. It scales with your business and is built for start ups, mid size and large enterprise …
Chose Gainsight CS
Faster, more user-friendly, better UI, and good onboarding process.
Top Pros
Top Cons
Features
ChurnZeroGainsight CS
Security
Comparison of Security features of Product A and Product B
ChurnZero
8.7
189 Ratings
1% above category average
Gainsight CS
7.1
164 Ratings
19% below category average
Role-based user permissions8.7189 Ratings7.1164 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
ChurnZero
8.2
201 Ratings
4% below category average
Gainsight CS
7.7
205 Ratings
10% below category average
API8.1163 Ratings6.9122 Ratings
Integration with Salesforce.com8.2167 Ratings7.9204 Ratings
Integration with Marketo00 Ratings7.749 Ratings
Integration with Eloqua00 Ratings8.219 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
ChurnZero
7.9
217 Ratings
8% below category average
Gainsight CS
6.8
205 Ratings
23% below category average
Product usage7.9214 Ratings8.5194 Ratings
Help desk / support tickets7.8173 Ratings5.2165 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
ChurnZero
7.4
222 Ratings
10% below category average
Gainsight CS
6.3
217 Ratings
26% below category average
NPS surveys8.1194 Ratings7.9170 Ratings
Sponsor tracking4.776 Ratings4.6160 Ratings
Customer profiles8.0207 Ratings6.2194 Ratings
Automated workflow8.0214 Ratings7.9208 Ratings
Internal collaboration7.2181 Ratings5.1195 Ratings
Customer health scoring7.9219 Ratings7.0210 Ratings
Customer segmentation8.2213 Ratings5.2177 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
ChurnZero
7.2
222 Ratings
12% below category average
Gainsight CS
7.2
215 Ratings
12% below category average
Customer health trends7.9211 Ratings6.9197 Ratings
Engagement analytics8.1206 Ratings7.1174 Ratings
Revenue forecasting5.768 Ratings7.9107 Ratings
Dashboards7.0216 Ratings6.7212 Ratings
Best Alternatives
ChurnZeroGainsight CS
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
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User Ratings
ChurnZeroGainsight CS
Likelihood to Recommend
7.9
(225 ratings)
8.5
(222 ratings)
Likelihood to Renew
8.7
(5 ratings)
6.8
(14 ratings)
Usability
6.2
(130 ratings)
8.2
(24 ratings)
Availability
9.1
(1 ratings)
8.2
(1 ratings)
Performance
6.4
(1 ratings)
6.4
(1 ratings)
Support Rating
5.9
(122 ratings)
9.0
(134 ratings)
In-Person Training
6.4
(1 ratings)
-
(0 ratings)
Online Training
7.3
(2 ratings)
5.5
(2 ratings)
Implementation Rating
8.5
(3 ratings)
6.3
(6 ratings)
Configurability
6.4
(1 ratings)
6.4
(1 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
7.3
(1 ratings)
Vendor post-sale
9.1
(1 ratings)
6.4
(1 ratings)
User Testimonials
ChurnZeroGainsight CS
Likelihood to Recommend
ChurnZero
If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.
Read full review
Gainsight
Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data
Read full review
Pros
ChurnZero
  • ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
  • The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
  • We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
Read full review
Gainsight
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
Read full review
Cons
ChurnZero
  • When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
  • In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
  • The content templates can be hard to stylize if you don't know html
  • Add the Merge Fields functionality to tasks, especially tasks made by playbooks
Read full review
Gainsight
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
Read full review
Likelihood to Renew
ChurnZero
Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters
Read full review
Gainsight
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.
Read full review
Usability
ChurnZero
ChurnZero makes my work life a complete game changer. I say it all the time ChurnZero is a one stop shop for data! I don't fumble through numerous different programs, try to remember different passwords, I literally login to CZ and it is right there in front of me
Read full review
Gainsight
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
Read full review
Reliability and Availability
ChurnZero
Quick response by the CZ team.
Read full review
Gainsight
No answers on this topic
Performance
ChurnZero
No answers on this topic
Gainsight
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
Read full review
Support Rating
ChurnZero
I recently had the opportunity to interact with ChurnZero's customer support team, and I must say, I am thoroughly impressed. Their responsiveness and willingness to solve problems are exemplary. From the moment I reached out, their team displayed a level of professionalism and dedication that truly stood out.
Read full review
Gainsight
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
Read full review
Online Training
ChurnZero
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.
Read full review
Gainsight
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
Read full review
Implementation Rating
ChurnZero
I implemented CZ in 4 months. When I look back, this is not a long time where I needed to get to know CZ by myself (as I did not have knowledge of it at all..) study the Academy, playing around in the test environment and setting up in live environment.
Read full review
Gainsight
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.
Read full review
Alternatives Considered
ChurnZero
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal. Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management)
Read full review
Gainsight
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.
Read full review
Scalability
ChurnZero
Easy to escalate.
Read full review
Gainsight
No answers on this topic
Return on Investment
ChurnZero
  • ChurnZero has transformed our NPS strategy, helping us get in front of unhappy customers faster
  • ChurnZero has reduced confusion and data cleanliness issues across our CS org
  • Their customer support has helped us implement and get up and running with Churnzero in excellent time.
Read full review
Gainsight
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
Read full review
ScreenShots

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible to keep all groups in the loop. ​

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.