What users are saying about

ChurnZero

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30 Ratings

Salesforce

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Top Rated
2116 Ratings

ChurnZero

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30 Ratings
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Score 9.2 out of 101

Salesforce

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Top Rated
2116 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Add comparison

Likelihood to Recommend

ChurnZero

Really, ChurnZero was clearly specifically designed for the role of Customer Success Managers. If you need to understand how your SaaS Customers are doing, monitor customer health, and bring customers through specific journeys (like an onboarding process), ChurnZero is the way to go. If you don't support a SaaS tool and can't push usage data in to ChurnZero, it'll lose a lot of its value
Trevor Machinia profile photo

Salesforce

In any scenario where you are managing outreach to clients, prospects, or both, I'm hard pressed to find a solution that better manages all aspects in one place. While it isn't ideal for business development, as it is geared towards managing the sales cycle, you can certainly prospect if you keep your instances organized.
John Cupoli profile photo

Feature Rating Comparison

Security

ChurnZero
8.7
Salesforce
8.7
Role-based user permissions
ChurnZero
8.7
Salesforce
8.7
Single sign-on capability
ChurnZero
Salesforce
8.7

Platform & Infrastructure

ChurnZero
8.5
Salesforce
API
ChurnZero
8.2
Salesforce
Integration with Salesforce.com
ChurnZero
8.8
Salesforce

Customer Data Extraction / Integration

ChurnZero
8.4
Salesforce
Product usage
ChurnZero
8.6
Salesforce
Help desk / support tickets
ChurnZero
8.3
Salesforce

Customer Success Management

ChurnZero
8.4
Salesforce
NPS surveys
ChurnZero
8.1
Salesforce
Sponsor tracking
ChurnZero
8.2
Salesforce
Customer profiles
ChurnZero
8.6
Salesforce
Automated workflow
ChurnZero
8.3
Salesforce
Internal collaboration
ChurnZero
7.8
Salesforce
Customer health scoring
ChurnZero
8.6
Salesforce
Customer segmentation
ChurnZero
8.9
Salesforce

CSM Reporting & Analytics

ChurnZero
8.6
Salesforce
Customer health trends
ChurnZero
8.7
Salesforce
Engagement analytics
ChurnZero
8.7
Salesforce
Dashboards
ChurnZero
8.4
Salesforce

Sales Force Automation

ChurnZero
Salesforce
8.3
Customer data management / contact management
ChurnZero
Salesforce
8.7
Workflow management
ChurnZero
Salesforce
8.1
Territory management
ChurnZero
Salesforce
8.4
Opportunity management
ChurnZero
Salesforce
8.8
Integration with email client (e.g., Outlook or Gmail)
ChurnZero
Salesforce
8.0
Contract management
ChurnZero
Salesforce
7.7
Quote & order management
ChurnZero
Salesforce
8.0
Interaction tracking
ChurnZero
Salesforce
9.0
Channel / partner relationship management
ChurnZero
Salesforce
8.1

Customer Service & Support

ChurnZero
Salesforce
8.5
Case management
ChurnZero
Salesforce
9.0
Call center management
ChurnZero
Salesforce
8.4
Help desk management
ChurnZero
Salesforce
8.3

Marketing Automation

ChurnZero
Salesforce
7.7
Lead management
ChurnZero
Salesforce
8.2
Email marketing
ChurnZero
Salesforce
7.2

CRM Project Management

ChurnZero
Salesforce
7.8
Task management
ChurnZero
Salesforce
8.4
Billing and invoicing management
ChurnZero
Salesforce
6.7
Reporting
ChurnZero
Salesforce
8.3

CRM Reporting & Analytics

ChurnZero
Salesforce
8.4
Forecasting
ChurnZero
Salesforce
8.0
Pipeline visualization
ChurnZero
Salesforce
8.6
Customizable reports
ChurnZero
Salesforce
8.5

Customization

ChurnZero
Salesforce
8.0
Custom fields
ChurnZero
Salesforce
8.3
Custom objects
ChurnZero
Salesforce
8.3
Scripting environment
ChurnZero
Salesforce
7.6
API for custom integration
ChurnZero
Salesforce
7.9

Social CRM

ChurnZero
Salesforce
7.0
Social data
ChurnZero
Salesforce
7.1
Social engagement
ChurnZero
Salesforce
6.9

Integrations with 3rd-party Software

ChurnZero
Salesforce
8.0
Marketing automation
ChurnZero
Salesforce
8.4
Compensation management
ChurnZero
Salesforce
7.5

Platform

ChurnZero
Salesforce
7.5
Mobile access
ChurnZero
Salesforce
7.5

Pros

  • Account Segments - we are now able to create extremely specific account segments. This allows us to approach each segment in a unique and tailored approach.
  • Alerts - I now know when my accounts open up a ticket with my support team. I can get ahead of it or follow along if needed. Before I wouldn't have any visibility unless I was specifically made aware
  • Usage stats - we are now able to get a much better view in the usage stats of our various features and functions. We can leverage these stats into our segments so that we are managing the correct accounts with the appropriate messaging.
Hardin Lovett profile photo
  • Sales representatives can easily and securely store all important information pertaining to a record. Such as activity notes, call backs, opportunities, applications. There is improved organization of information once we migrated to Salesforce.
  • The Salesforce reporting feature is easy to manage. Whether you are looking to create a simple leads report, or pull a complex accounts with applications report, all information within Salesforce is easily gatherable, editable, and exportable. I have been able to create my own reports within minutes that would have taken weeks for IT to build.
  • Salesforce is fully customizable. If a feature you would like in your CRM system is not available with the "out of the box" purchase, you can easily visit the AppExchange to find the tool you would like to add.
  • Salesforce empowers our sales team with the ability to have enchanced communication. Prior to using Salesforce, many of our sales representatives would use the sticky note method as a way of reminding themselves when to call back a specific record. Now, all follow up tasks automatically populate for sales representatives, so there is no more loosing accounts or forgetting about a meeting. Communication such as voicemails, emails, and call back tasks can be completely automated by using applications that sync with Salesforce.
Whitney Slothower profile photo

Cons

  • As you create your own "plays" (workflows) and NPS Campaigns, you're likely to take a misstep... but the system won't allow you to clean up some of those errant "Plays" and NPS campaign views... so the ensuing clutter can be a little annoying.
  • This is a bit of a nit-pick, but certain primary data points cannot be used when factoring customer health-scores... Maybe, over time, this won't feel like a big issue, but as a new user — I had some plans to measure things a certain way, and I've found that I can't do it exactly as I'd ensivioned
  • Lack of calendar/scheduling integration is a bit of an annoyance — I've heard that they'll likely have this in the future... but it's something that's so valuable to us that I'm struggling without it.
Alex Dingley profile photo
  • File Storage: When storing files directly in Salesforce, I have experienced confusion and difficulty attempting to retrieve them.
  • Email feature: When emailing a request to another user via the salesforce email feature, it would be beneficial to have a direct link to that client page in the email being sent.
  • The Kanban feature: I would love to see the ability to sort in to the Kanban style filter for all opportunities, not only for files that I am listed as the owner of.
Shawn Petrunak profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Salesforce10.0
Based on 48 answers
Now that we are using Salesforce, without it we could not properly track sales opportunities or leads. It would become very overwhelming for our sales team and nearly impossible for management to forecast.
Nicholas Zgorski profile photo

Usability

ChurnZero8.2
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
Salesforce8.0
Based on 34 answers
Salesforce delivers standard forms with standard fields with each object (Campaign, Lead, Opp, etc.). By nature, this cloud-based application is relatively intuitive. A proper implementation - the way you add fields, configure forms, assign permissions and develop workflows - can greatly increase usability, enabling each role to efficiently and effectively manage their day.
Rob Gottschalk profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Salesforce9.8
Based on 27 answers
All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. Accordingly, I only recall our instance of Salesforce having one unscheduled, brief down time over 6 years. I can't remember for sure, but it may have been due to our Internet Service Provider (ISP) versus Salesforce itself. Also, Salesforce does it's best to keep customers in the loop:

Trust.salesforce.com is the salesforce.com community's home for real-time information on system performance and security. On this site you'll find:

Live and historical data on system performance
Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Best security practices for your organization
Information on how we safeguard your data
Rob Gottschalk profile photo

Performance

No score
No answers yet
No answers on this topic
Salesforce9.0
Based on 18 answers
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Rob Gottschalk profile photo

Support

ChurnZero9.1
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
Salesforce4.9
Based on 30 answers
Customer services was friendly. For development objects and for business process adjustments, you are better served by a 3rd party Salesforce consulting partner.
Rob Gottschalk profile photo

In-Person Training

No score
No answers yet
No answers on this topic
Salesforce7.9
Based on 11 answers
All instructors are Salesforce certified. If you have done any type of customization, then it probably makes more sense to use the consulting partner who implemented your instance of Salesforce for training
Rob Gottschalk profile photo

Online Training

No score
No answers yet
No answers on this topic
Salesforce9.1
Based on 15 answers
The premier level of training is capable of preparing any individual from infant user, to technical architect. That is not hyperbole.
Kyle Dugger profile photo

Implementation

No score
No answers yet
No answers on this topic
Salesforce9.4
Based on 16 answers
Executive involvement is critical. Make sure you have a good handle on the metrics you would like to ultimately manage. Work as a team to document your business requirements. Whiteboard often. Understand Salesforce's best practice capabilities.

Have a central person identified to handle all report and analysis requests (ie - don't allow multiple people to create reports; have one person create reports and distribute them to decision makers via the Salesforce dashboard or whatever form). Make sure you understand critical dates and develop the project plan accordingly
Rob Gottschalk profile photo

Alternatives Considered

I feel like ChurnZero has all the right functionality but is a bit simpler to navigate and deploy than Gainsight and also Totango (not that these are bad systems, neither of them is a bad choice, I just find them to be a little overly complicated). While ChurnZero may not have all the features of a Gainsight, I feel it has the right feature sent to help me manage my book of business in real time in ways that don't create more complications
Lisa Hern profile photo
Peoplesoft, Sharepoint
Manish Garg ☁ profile photo

Scalability

No score
No answers yet
No answers on this topic
Salesforce10.0
Based on 2 answers
Salesforce has the unique ability to scale to new products and offerings quickly growing with your enterprise.
Todd Duclos profile photo

Return on Investment

  • It's pretty soon after we implemented, but I'm already seeing meaningful impact on my ability to quickly judge how to spend my time on/with certain customers.
  • Knowing, in the moment, when it will be the right time to re-engage with a customer... that's going to be a game changer for us.
  • Being able to draw some metrics around our customer success team is going to make it easier to build a case for team expansion
Alex Dingley profile photo
  • Increased pipeline accuracy due to visibility.
  • Decreased sales cycle. Turning orders around quicker due to visibility.
  • Higher renewal rating.
  • Increased customer case closure speed.
Veronica Taylor profile photo

Pricing Details

ChurnZero

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

Salesforce

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