What users are saying about
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Top Rated
192 Ratings

ChurnZero

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Top Rated
192 Ratings
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Score 8.3 out of 100
406 Ratings
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Score 8.1 out of 100

Feature Set Ratings

  • ChurnZero ranks higher in 2 feature sets: Security, Platform & Infrastructure
  • Gainsight Customer Cloud ranks higher in 3 feature sets: Customer Data Extraction / Integration, Customer Success Management, CSM Reporting & Analytics

Security

9.1

ChurnZero

91%
6.3

Gainsight Customer Cloud

63%
ChurnZero ranks higher in 1/1 features

Role-based user permissions

9.1
91%
127 Ratings
6.3
63%
156 Ratings

Platform & Infrastructure

8.8

ChurnZero

88%
8.0

Gainsight Customer Cloud

80%
Gainsight Customer Cloud ranks higher in 3/4 features

API

8.8
88%
110 Ratings
8.5
85%
113 Ratings

Integration with Salesforce.com

8.7
87%
113 Ratings
9.5
95%
194 Ratings

Integration with Marketo

N/A
0 Ratings
7.0
70%
47 Ratings

Integration with Eloqua

N/A
0 Ratings
6.9
69%
18 Ratings

Customer Data Extraction / Integration

7.4

ChurnZero

74%
8.3

Gainsight Customer Cloud

83%
Gainsight Customer Cloud ranks higher in 2/2 features

Product usage

7.9
79%
146 Ratings
8.1
81%
187 Ratings

Help desk / support tickets

6.9
69%
116 Ratings
8.5
85%
158 Ratings

Customer Success Management

8.2

ChurnZero

82%
8.4

Gainsight Customer Cloud

84%
Gainsight Customer Cloud ranks higher in 4/7 features

NPS surveys

8.3
83%
130 Ratings
8.1
81%
160 Ratings

Sponsor tracking

7.0
70%
50 Ratings
7.8
78%
152 Ratings

Customer profiles

8.3
83%
142 Ratings
8.0
80%
186 Ratings

Automated workflow

8.4
84%
146 Ratings
9.0
90%
199 Ratings

Internal collaboration

8.0
80%
120 Ratings
7.2
72%
186 Ratings

Customer health scoring

8.3
83%
149 Ratings
9.5
95%
200 Ratings

Customer segmentation

8.8
88%
145 Ratings
9.0
90%
169 Ratings

CSM Reporting & Analytics

7.9

ChurnZero

79%
9.0

Gainsight Customer Cloud

90%
Gainsight Customer Cloud ranks higher in 3/4 features

Customer health trends

7.9
79%
143 Ratings
9.5
95%
187 Ratings

Engagement analytics

8.3
83%
141 Ratings
8.0
80%
167 Ratings

Revenue forecasting

7.7
77%
19 Ratings
8.8
88%
104 Ratings

Dashboards

7.7
77%
147 Ratings
9.5
95%
202 Ratings

Attribute Ratings

  • ChurnZero is rated higher in 6 areas: Likelihood to Renew, Availability, Support Rating, Online Training, Implementation Rating, Product Scalability
  • Gainsight Customer Cloud is rated higher in 2 areas: Likelihood to Recommend, Usability
  • ChurnZero and Gainsight Customer Cloud are tied in 1 area: Performance

Likelihood to Recommend

8.5

ChurnZero

85%
153 Ratings
8.6

Gainsight Customer Cloud

86%
212 Ratings

Likelihood to Renew

9.1

ChurnZero

91%
2 Ratings
6.8

Gainsight Customer Cloud

68%
14 Ratings

Usability

8.0

ChurnZero

80%
66 Ratings
8.5

Gainsight Customer Cloud

85%
13 Ratings

Availability

9.1

ChurnZero

91%
1 Rating
8.2

Gainsight Customer Cloud

82%
2 Ratings

Performance

6.4

ChurnZero

64%
1 Rating
6.4

Gainsight Customer Cloud

64%
2 Ratings

Support Rating

8.0

ChurnZero

80%
67 Ratings
6.4

Gainsight Customer Cloud

64%
251 Ratings

In-Person Training

6.4

ChurnZero

64%
1 Rating

Gainsight Customer Cloud

N/A
0 Ratings

Online Training

7.3

ChurnZero

73%
2 Ratings
5.5

Gainsight Customer Cloud

55%
2 Ratings

Implementation Rating

6.4

ChurnZero

64%
1 Rating
6.3

Gainsight Customer Cloud

63%
12 Ratings

Product Scalability

9.1

ChurnZero

91%
1 Rating
7.3

Gainsight Customer Cloud

73%
1 Rating

Likelihood to Recommend

ChurnZero

This is a truly impressive platform and tool for any business. Sure, it requires some effort and time to set up. However, ChurnZero has a team of dedicated and knowledgeable associates that will help you every step of the way. You really need to treat them like an extension of your own team, but the effort to get everything set up and functional is well worth it. Highly recommended.
Joseph Clark | TrustRadius Reviewer

Gainsight Customer Cloud

It is well suited to adoption/customer success focused endeavors where there is quantifiable data, which will make charting/graphing/etc. much easier. It becomes less intuitive and useful to use in cases where there isn't a lot of quantifiable data but rather subjective type data. For example, gauging a customer's success/adoption by survey questions will make Gainsight less useful than having measurable data.
Anonymous | TrustRadius Reviewer

Pros

ChurnZero

  • Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
  • UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
  • Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.
Will Patterson | TrustRadius Reviewer

Gainsight Customer Cloud

  • C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
  • Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
  • Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
Anonymous | TrustRadius Reviewer

Cons

ChurnZero

  • We have only come across very minor things that haven't been possible. For the most part, 99% of what we want to do is possible. The things we haven't been able to do have to do with sorting dashboard reports and seeing % of ChurnScores on a pie chart. Neither of which are deal-breakers but would be definitely nice to have. I have been in the SaaS industry for over 15 years on the sales/account management/customer success side. I went into this expecting to be disappointed during implementation on something that wouldn't be possible and I have been very pleasantly surprised to not have that experience.
Alaina Loori | TrustRadius Reviewer

Gainsight Customer Cloud

  • Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
  • Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
  • Journey orchestrator emails to have the ability to output tabular reports.
Anonymous | TrustRadius Reviewer

Pricing Details

ChurnZero

General

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

Starting Price

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

Starting Price

$0 Per Company Per Month

Gainsight Customer Cloud Editions & Modules

Edition
Subscription$2,5001
  1. Per Company Per Month
Additional Pricing Details

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 66 answers
This is the area I'd say ChurnZero could improve on. I have a lot of minor issues with things like the email editor, finding the correct merge fields, or custom fields to select and use. It never causes significant problems, but still, improvements would be welcomed.
Ryan DeAngelo | 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 8.0
Based on 67 answers
The customer support is very responsive whenever you need help with something within the platform. I've never had a bad experience over my tenure at my current employer. They usually reply within 1 hour or less via email correspondence. Please keep up the good work with the customer support team, and we know it's not an easy one.
Zlatan Divjakinja | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 6.4
Based on 251 answers
I advocate for Gainsight because of their support team. The Outcomes Managers and Technical Support teams are top notch. I have worked with a handful of different solutions engineers when I had a problem I wanted to solve, and they assisted me in a timely and professional manner. I am a huge fan of Gainsight for the support they offer!
Anonymous | TrustRadius Reviewer

Online Training

ChurnZero

ChurnZero 7.3
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

Much more robust with plays, segmentation, and in-app messaging capabilities. Also, better sales experience. Churn Zero took the time to learn our business and that made our implementation more customized for us. There were also integrations to other systems that we use that other solution didn't have. Overall, ChurnZero felt like the most complete solution for end-to-end customer experience and success management.
Mike Holihan | TrustRadius Reviewer

Gainsight Customer Cloud

There's really nothing like it that I've experienced, as this is one of my first positions within a Customer Success org. I've had quite a bit of experience in Adobe Creative Suite, and just how the features in those are complex, Gainsight has similar vibes-- that it takes a bit of experience to learn but once you know the complexities, the world is your oyster and possibilities are endless. I love that it's constantly innovating and challenging me to keep up with those changes. I cannot wait until the UX is perfect.
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

  • ChurnZero has helped me save numerous customer accounts from churning. It also helps me understand how to re-engage distant customers. It's been crucial for managing accounts in onboarding or purchasing new products.
  • I do think my company is missing aspects of onboarding journey data regarding the types of journeys that take longer or having fields that would relate to why users are struggling to adopt the software and that would be helpful for the types of customers that I work with on a daily basis.
  • I really appreciate how ChurnZero alerts me of what journeys are falling behind, stuck, etc. It really does help to know if I've missed updating a task or if I need to reconnect with a user I haven't touched base with in awhile. This saves my company from losing customers and preventing customers from failing their journeys.
Chauntee Clark | 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

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