TrustRadius
https://media.trustradius.com/product-logos/v9/ED/3VPDVD13U87A.JPEGChurnZero was everything we needed to increase retention rates and reduce churn!Currently, Churn Zero was implemented for the client success department only. We realized we needed to strongly focus on the retention of our client base, which led to looking at customer support platforms. We felt Churn Zero was the only tool that allowed us to tailor it to our exact needs and I feel very strongly it will lead to much better retention rates. It also allows us to be proactive in a reactive job and target/segment our client base based on their unique needs/wants.,Via our online portal that our client base uses, we can send direct messages, pop-ups and even NPS surveys directly to their online account. This is extremely important because this is where our clients are logging in so we can tell them important things like "we have a new release, watch this video" or "do not lose access to your data, your renewal is right around the corner so email me". I feel like we're communicating with our clients in a way we could never do before. It allows you to create segments. For example, I could create a segment of clients that are up for their renewal who have low usage. When a client enters that segment it can then alert me. Or even better, it can automatically send out an email and log activity to our CRM to follow up in a week. This 1 example will help us reach out to clients when they stop using the tool and/or find out why they did. It integrates with all our systems: Salesforce, Zendesk, Gmail, Google Calendar, Slack, webinars, etc. Support is amazing!,It's a very advanced system so the onboarding is pretty extensive. It is not an "out of the box" tool so you need to expect that going into it. However, we are not a one size fits all company, so I like that it was tailored to us and built based on our unique tool/client base. It definitely has a learning curve. Using it the tool will be the hardest part for your team so motivating them to use it is key. I recommend using their help center, it has so many awesome 'how-to' articles that are really helpful. The Churn Score is tough to set up and at first, I was really overwhelmed at this point. However, our rep explained it as it takes a while to figure out what makes your client churn.,10,Since we have used Churn Zero for just under 1 year, it's hard to measure this. I honestly believe it will be in the 2nd year that we can expect to see what the return is. However, I know for the first time ever I'm being proactive with our clients, which feels pretty darn awesome. Just looking at and analyzing our client usage is already making a difference. I can see when a client dips, trends, and/or when I should be reaching out. I also like that it allows us to analyze what aspects of our online tool are used most - perhaps we could remove things or pay more attention to others during training. I love the automation. It is already saving time and time is money, so I see a big return on this. We have a small team and we need all the resources we can get. The worst thing to be in client success is reactive.,Pendo Systems Machine Learning Platform and Gainsight,Zendesk,6 to 10 peopleUseful Tool For AutomationThe customer success team is using ChurnZero in order to execute our NPS surveys and deliver a consistent customer onboarding experience.,Customization - CZ can be adapted to your success approach, not the other way around. Reporting - The LiveExport feature, in particular, helps create cross-functional visibility. Customer Success - Our CZ CSM provides an outstanding level of support.,Guidance on set-up - The customizability of ChurnZero is a double-edged sword and can slow the implementation process. Knowledgebase - Could use some more detail.,9,The positive impact of implementing NPS surveys and providing company-wide visibility on customer feedback. Quicker reporting on key metrics such as churn.,,HubSpot CRM, Gtmhub, Atlassian Confluence,1 to 5 peopleChurnZero makes CSM life easier!ChurnZero is being primarily by the customer experience (CX) department to have a standard metric for account health, enable proactive outreach to clients to fight churn and create a pleasant experience for our customers, and is also automating processes so that account management is not overwhelming when the number of accounts is quite large and continues to scale.,Playbooks - Automatically creates strategies for client outreach and account management based on various factors such as account health, renewal dates, etc. Very helpful when one person is managing hundreds of accounts! Customization of metrics - allows companies to define the metrics by which they consider accounts to be healthy and can update these very easily Integration with Salesforce is a huge plus! no more toggling back and forth between platforms,Detailed and easy to find support articles or training videos would be nice for newbies who are left to learn how to use the system on their own Metrics can be hit or miss depending on how well ChurnZero is set up. This is more of a user error though. Would like the option to CC people in emails,9,More churnaround! increased feature adoption,Yesware,6 to 10 peopleFirst Year with ChurnZeroChurnZero is used in our Client Success department to monitor and maintain retention rates. This platform provides additional insights as to what our clients are doing, what accounts are at risk of churning, training opportunities, and allows us to engage with our clients in multiple ways. Through ChurnZero we are able to host in-app announcements to engage our clients, including video walkthrough tutorials, and can even send and log emails through ChurnZero. This has also been key in identifying those customers who may be likely to churn so we can be sure we are working with them to ensure they have all they need. Internally, the retention rate is something we pay very close attention to, so it has been extremely helpful being able to see those rates and data points. ChurnZero has also been helpful in automating certain processes to free up account managers' time so they are able to focus on working directly with their customers instead of having to focus on admin work.,Being able to automate certain processes to free up Account Managers' time. Being able to quickly identify clients that are at risk and be proactive in engaging/re-engaging them. Allowing multiple ways to engage with customers aside from email, including in-app announcements.,The set up can be extremely time consuming, but they offer great training and support at all stages.,9,Our retention rates have increased 5% over the last year. We have a higher retention rate with our first-year clients that historically have been the most difficult to retain Receiving live data has lead to improved training and webinars to ensure clients have all they need.,Salesforce.com,Salesforce Lightning Platform (formerly Salesforce App Cloud), Google Drive,6 to 10 peopleThankful to have this tool in my arsenal. Game changer.ChurnZero is being used by our Customer Success team. It primarily helps us develop stronger relationships with our customers and much stronger retention. It helps identify challenges in the customer lifecycle, level of engagement, opportunities for up-sell, and risk factors for churn.,The interface is incredibly intuitive and easy to use. Everything is exactly where you'd expect it to be and readily accessible. Great for high volume account management. Support has been amazing. When we have a question, it's answered right away. When we have a request, their team works with us to make it happen or find an alternative. Super impressed here. Integration with other software such as Salesforce has been smooth and comprehensive. It seems to be highly customizable as well. This is a powerful tool. You can glean a lot of data and track just about everything with ChurnZero. Automation works well and saves so much time. Great balance between a tailored approach for customers and efficiency for employees.,Functionality of contacts could be improved. It would be nice to see contact roles, status, and info (email, phone, etc.) all on one page without having to click into each contact separately. I would like to be able to customize the dashboard and command center on an individual level but that's pretty trivial. I might want to see different or more/less detailed information that my coworkers. This also may already be a feature that my company has not deployed. Bulk editing would be helpful in Messages for Review. Sometimes an email to several contacts on an account needs a minor adjustment, without affecting merge fields, and being able to bulk edit, approve, and send would greatly improve efficiency.,9,Improved customer retention.,,Salesforce Lightning Platform (formerly Salesforce App Cloud), Close, Talkdesk,1 to 5 peopleChurnZero ReviewChurnZero is going to be primarily used by the customer success team to measure customer performance, track health scores, identify areas of upselling. As the head of the department, ChurnZero will allow me to keep track of my team and overall churn analysis. My product and marketing team might use it as well to identify where there is potential growth or areas of improvement.,Custom integration with our product information. Reporting is easy to set up at the individual CSM level. Integration with Salesforce is great.,I wish ChurnZero would rebrand the churn-score to health score. It's intimidating to present "churn-scores" since it's negative. Manager level reporting needs to be done through reports.,10,Saving time! NPS responses are coming in and it's easier to set up. Automated health scores.,ClientSuccess, Natero and Totango,Intercom, Salesforce Community Cloud, Zendesk, FullStory, Slack, JIRA Software,6 to 10 peopleChurnZero ImplementationIt is being used by the corporate department to help build out plays and journeys that automate our upgrade process. It allows us to be notified when we get assigned an account, and showcases the next steps in the process. We hope to set it up so that when one task is completed, it will trigger the next step.,The automation process organizes all the accounts and the steps to complete our project all in one place. It shows what step you're stuck on in a certain account which is very useful. The ability to choose what can be manual and what is automatic helps customize the details. Removes the need for numerous documents and also allows management to track progress.,The email that is sent out to clients does not tie to our company or that it's coming from Churnzero. It is too general which may confuse clients. Attachments are not allowed which is not too important for right now but can be useful in the future.,10,ChurnZero is still in the process of being integrated into our workflow.,BlueJeans, Loom, Salesforce Analytics Cloud,26 to 50 peopleChurnZero is Awesome!ChurnZero is being used within Pathmatics to assess customer health, customize alerts across customers, assess platform usage and be able to run plays across various segments of our business. Currently, I find that the data is hugely helpful in working across my entire book of business, as opposed to looking account by account (which is also possible, in great detail). I especially like the Dashboard view, which gives me a very quick and succinct way to see the overall client book, distribution of dollars across 'risk levels' as well as accounts coming up for renewal.,Pull in data for all accounts and quickly assess the health of my client accounts. See dollar distribution and health - especially for higher contract value clients. Receive alerts for accounts where usage has increased or decreased recently (for example). Retrieve information on an account-by-account basis and review which pages in my platform are being used most often (and trended over time).,I would love for the search bar at the top of the screen to be a different color to be more identifiable. I would like for the area on my dashboard called "Total Contract Amount by Churn Risk for All Accounts" to be clickable / hyperlinked. No other complaints.,9,Huge Time Savings!!!,,Salesforce Analytics Cloud, Outreach, Join.me,1 to 5 peopleChurnZero is a One-Stop-ShopChurnZero is being used by my team, the client services team and only our team. The main reasons for us to sign up for CZ was that we had several different software and areas that we had data in that were pertinent for us to have in making sure our clients renew with us. It was difficult for us to truly get a grasp of if a client has truly adopted our software and who were the users and are there infographics and exports, etc... so it's great to have a consolidated solution. We are able to create more compelling stories and get a better grasp of a client's health.,I like that there are easy data exports. Often times I'm tasked with pulling usage reports, but more importantly, what are they looking at when they log in. I like the alert system. My mind is often in several places so it's good to be reminded of a client that I may not have thought of in a while. The segments are also great because not only am I able to create my own segments, but I'm able to be easily assigned things which helps with my organization.,It would be helpful to be able to customize a specific time frame that we'd like to look at. Right now it's only specific segments, last month, this month, etc...,8,I'm not completely aware of the specific impacts this has made from a ROI perspective.,Salesforce Lightning Platform, Pendo.io, HubSpot, Salesforce Service Cloud and Outreach,Outreach, Pendo.io, Salesforce App Cloud,1 to 5 peopleYou'll never look back :)ChurnZero is used by all different areas of our business but it's strongest impact is in the Customer Success Team. It allows us to track and measure our customer's onboarding journey so that we can reach out and provide personalized and strategic support whenever we notice that someone's stuck. It allows our marketing team to create extremely specific mailing lists based on our customer's usage—we can see what will be helpful and share it with them immediately. The best part of all is how empowered ChurnZero has made us when it comes to helping our customers.,Allows you to sort your customers/accounts with incredibly detailed and versatile filters. Allows you to run NPS campaigns and track and report on this information. Can measure the overall usage of your customers so that you can make informed decisions of what your team needs to work on next.,The setup process of ChurnZero is quite intense and does require a lot of love and time, but it's worth it!,10,Increased NPS score Increased opportunities to reach out to customer's and help out. Brilliant reporting tools which help us to be an accountable team.,Zendesk, Aha!, HubSpot Sales,1 to 5 peopleAn all-in-one tool that allows teams to be proactive, instead of reactive with their customer base.We currently use ChurnZero to better understand and forecast customer churn. It is currently only be used by the Client Success department. Specifically, we chose Churnzero because we believed that their tool would allow us to better scale and manage our client management system, but allow us to better forecast customer churn, while also give us more insight on usage and expansion opportunity based off of data.,An easy to navigate interface that allows admins to customize their user experience and focus on what is most important to their use case for the platform. Their automation capabilities, specifically the ability to completely customize messaging that can be automatically created and used for completely different phases in the customer lifecycle. Data, data, data. Their ability to integrate with multiple data points based on your needs was extremely impressive. The ability to use the data points within their platform and understand customer engagement in realtime, easily, all within the same tool is a home run.,Additional ways to view multiple accounts, currently you can only view one account. There are no additional tab options available in the platform. More reporting options for historical meetings and correspondence.,10,Churnzero has met or exceeded all expectations we had. It allows our team to work from one platform to understand all key areas of a customers journey. Customer outreach has been greatly impacted because ChurnZero allows our reps to work more efficiently and better track our touch points with our customer base. Churn! The platform allows us to fully forecast possible Churn well in advance, allowing our team to work proactively instead of reactively with our customer base.,Pendo.io, Salesforce App Cloud and Gainsight,Calendly, Zendesk, Smartsheet,1 to 5 peopleWonderful product and customer serviceWe use ChurnZero for customer success automation. It is primarily used by our Customer Success Department, but other departments take advantage of it via the Salesforce connected app ChurnZero has provided.,Tracking customer lifecycles Automating customer communications Driving product adoption Analyzing churn NPS campaigns,This is not specific to ChurnZero but customer success automation, and in fact, customer success, in general, is a new and fledgling field so it takes a good deal of educating internal teams on how to take advantage of customer success automation.,9,Drove churn down Drove product adoption up,Natero and Gainsight,Salesforce Analytics Cloud,6 to 10 peopleChurnZero has been a game changer for our teamChurnZero has been adopted by our Client Success team, and it has been a game-changer. Our CS Team is utilizing the platform to monitor customer engagement and outreach. Creating plays allows us to monitor specific outreach goals per team member, and is automated enough to schedule recurring touchpoints during each customer's lifecycle.,Command Center: a great place for all CS team members to see which tasks they have remaining and what is upcoming. Syncing: ChurnZero syncs with Zendesk, SFDC, and the API connection with our own platform, to monitor and report on usage/engagement. Alerts: set up for when specific users take certain actions on the platform or enter low engagement.,I would make the editor to log activities larger by default, so that I can take notes without having to enlarge the window.,10,ChurnZero has been a great investment for our team and organization. Our C-Suite team now can always check in on customers, and when the last communication was with them, etc.,Zendesk, Salesforce App Cloud,1 to 5 peopleChurnZero a NEED for any SaaS companyChurnZero is being used by our Account Management and Customer Success team to assure that our customers are getting everything they need from the platform. With our product being in the SaaS world it is vitally important for us to know how much our customers are using our product. If we can identify a customer who is either doing very well or doing very poorly with the product it allows us to adjust accordingly and assure the customer gets what they need.,Customer tracking. Metrics. Ease of use.,Better automated emails. Better customization of campaigns. Better integrations into CRMS.,10,Positive ROI as it has helped saved customers from leaving our platform.,Salesforce Analytics Cloud, DocuSign,1 to 5 peopleNew to ChurnZero and very happy thus far!ChurnZero is being utilized across several departments including Customer Success, Sales, and Product Specialists. The data reporting allows us to see trends and stay on top of our customer's journeys while also helping us take a proactive approach to at-risk of churn accounts. From an engagement perspective, the realtime data certainly helps us connect with our customers to help them see the value they are getting from our site. On the flip slide, the data also lets us strategize with customers who may be struggling to get things going and may need a boost in the right direction.,The command center dashboard/UI is fantastic and allows me to see all of my tasks and to-dos in one place. The alerts/messaging/playbooks all work beautifully together where I can automatically receive a notification to interact with an account based on specific criteria that we set so that nothing falls through the cracks and we can stay on top of everything in a very manageable way. Being able to track all of the customer activity within the site helps us to strategize with each and every one of our customers in a very specific manner allowing us to build much stronger relationships.,I have not had enough experience with ChurnZero to where I can recommend areas that could use improvement. As a new addition to the CSM team, our department is still getting a handle on all of the functionality and capabilities that ChurnZero provides.,10,Too early in the process to tell.,,HubSpot CRM, Slack, RingCentral Meetings,1 to 5 people,Online training Self-taught,10,Yes, the product is very easy to navigate and user-friendly. I would recommend a combination of exploring the site and learning how to navigate on your own, as well as a scheduled training session with a CSM to cover all of the specifics that may have been overlooked.Making an impact for a small teamWe're using ChurnZero within our Customer Success team to manage all of our clients. We had data in multiple systems that we had to pull together by hand in order to get a semi-decent view of where an account was at, so we decided to implement CZ to make it easier for our CSM's to see and understand what was happening with an account. We're specifically interested in NPS and retention, and in using plays and journeys to better manage multiple onboardings at once.,Really fantastic on-boarding with the ChurnZero team. Being able to deploy and segment multiple NPS surveys is a huge win. Calculating account health scores is infinitely easier when all of your data is in one place.,I'd like to see a bit of an easier flow to create segments, or to jump to creating segments from another part of the app since they're required everywhere. I would love to see a Slack integration for NPS responses included with access.,10,We've just really started using it, but are seeing an uptick in CSM awareness, which will hopefully result in lower churn and higher renewal numbers. We've started segmenting users by the features they are using, to find the features they are not, which helps us to increase stickiness.,Salesforce Service Cloud,1 to 5 people,No,Price Product Features Product Usability Third-party Reviews,I would have started earlier, since I missed my self-imposed implementation deadline. I would also have brought in my technical team earlier to talk about what that implementation would look like from our end; it wasn't onerous, but they gave some weird estimates based on not knowing a lot, and that would have been better to start earlier.Easy to use, Easy ChurnZeroWe use it in a department of the company, and it helps us a lot to take the management and control of our clients, to see the use and the critical points of the client to help them improve. At the same time it helps us to allocate our time and makes work less stressful.,Customer management Time saving Autogestion,Integrate more information from the customer base Greater customization in the To-Dos list Journey times do not apply at the weekend,8,More work comfort More control Greater personal performance,,HubSpot, Skype, Aircall,6 to 10 peopleChurnZero helps our Sales team close dealsOur entire Sales organization uses ChurnZero to proactively reach out to prospects when we can see they are engaging with our software. Insight provides us with what they are doing or have done so we can ask them about the experience with that feature to help close a sale.,Emails me promptly based on rules. Allows me to see when a client becomes a paid subscriber. Tells me about the interaction a client is using with the software we provide.,Make it easier to access directly from Salesforce. More pre-created rules of engagement. Allows editing the Dashboard.,10,Quickly allows for conversion of trials. We can be more productive with calls to trial accounts. Easy to learn so no special training was required.,,Salesforce App Cloud, iContact, Microsoft 365 Business,11 to 25 peopleChurnZero speeds up department workflowsMy department uses ChurnZero to keep track of customer health. Churnzero allows us to monitor trends from customer satisfaction to the number of support incidents reported through integrations with Zendesk. The greatest benefit we gain from this software is the amount of time we save from business workflows. ChurnZero's features and integration flexibility allows us to efficiently carry out our department duties.,ChurnZero does well-creating workflows through journeys and plays. Segments allow filtering of any actionable items. NPS surveys and reports allow tracking of customer satisfaction.,Having recurring journeys would be great for journey scenarios that occur more than once,10,ChurnZero has allowed us to efficiently execute our department workflows.,1 to 5 peopleRobust platform with superb customer serviceWe are currently using ChurnZero to help monitor engagement and activity within our client base. As we have a large number of clients, this platform is instrumental in allowing us to monitor usage from a single application. Currently, it is being used by client success but the data that originates in ChurnZero is exposed company-wide. It has helped us identify trends and get out in front of clients who may disengage.,Excellent customer service/success consultants. Robust functionality. Reliable.,Due to its robust nature, it can sometimes be overwhelming to navigate. Integrating with salesforce.com can have its perks and challenges, not related to ChurnZero but data integrity has to be top of mind.,10,Insight into all clients.,Totango,Salesforce App Cloud, TargetProcess, HubSpot, QuickBooks Pro, UserVoice, Google Data Studio,1 to 5 peopleGreat tool for automating and scaling CSM processes!ChurnZero is being used primarily in our customer success department, but the data/insights it provides are being used throughout the entire organization.,Playbooks/Journeys: very customizable, easy to trigger based on a variety of customer actions. HealthScores: custom scores for various customer segments, automated scoring of our customers' health. Calendar Tool: keeps me organized day-to-day and helps to stay on top of tasks/notes.,Set-up: I wish I had more control of my CZ set-up and didn't have to rely as much on my CSM to make changes. Daily Updates to HealthScores: having to wait until the next day to see a change in score is frustrating.,10,Saves 3-5 hours a week for CSM previously spent on manual tasks.,Gainsight, ClientSuccess and UserIQ,LinkedIn Sales Navigator, ZoomInfo,1 to 5 peopleGreat product, clean layout and easy to useCZ is being used by the Customer Success Departments. Trainers and those who work with current customers use the system to monitor usage and milestones achieved by new accounts as they start using our software. It allows us to see what accounts are at a high risk of canceling so we can proactively reach out to see what we can do to help them utilize our system.,Alerts you to accounts that have moved from medium risk to high risk and vice versa. Easy to create and manage tasks. Very simple to add filters to pull out different segments of a large customer base.,I wish there was a support number to call. I wish it had a dialer. I wish I could change the colors to a darker background, the white screen hurts my eyes.,10,Our churn rate has decreased significantly as we are able to spot and help the at-risk accounts before they want to cancel,,1 to 5 peopleChurnZero helps keep customers!To understand the customer journey and when customers drop off. The software makes it very easy to get around the app and explore what factors can come Into play. ChurnZero helps us understand when a customer is not having any activity on their account and prepares us for saving that relationship.,Easy to navigate Powerful tools Memorable name At a glance account health Full service CRM,Long load times Weak support center. No videos and specific step by step.,10,6 to 10 peopleThe software is great but their client success is even betterOur client success team uses Churnzero daily to communicate with our clients, to track the client's usage, to gauge the likelihood of churn risk, to ensure clients invoices are paid, and to run playbooks based on specific occurrences. Although we use Jira for Ops and Zendesk for support our client success team can see progress from both teams to better support our clients. We also use Churnzero's client success team as a model of how to provide client success services to our clients. I can't say enough how impressed I am with this company.,Segments clients into an unlimited number of categories so you can handle or review clients in batches. Creates a scoring system to evaluate your clients use of your product to stay abreast of possible churn risk. They walk the talk about their own client success team and are not bashful with sharing best practices,,It seems the UI is always improving so the minor points I notice will likely be fixed soon. Some of the notifications on the dashboard could allow you to click right on it and take you to the relevant data, but this too is likely being done. Have an outward facing task list for clients, but this is on the development map as I understand it.,10,As a CEO it has had a positive impact on my state of mind knowing where we stand. Our churn has decreased after switching to Churnzero, the whole package and their execution played a significant part in the objective.,Amity and ClientSuccess,Salesforce App Cloud, JIRA Software, Zendesk,1 to 5 peopleAn all-in-one churn fighting tool for sales and success teamsCurrently, it is only being used for the Account Management and Sales Operations teams. The main business problems that it addresses is reducing churn through the use of more insightful data and analytics. It also helps our team with adoption and upsells efforts by having the ability to create segments and automate campaigns and workflows from there.,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.,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.,9,Has helped us get in front of potential churn faster by using Churnscores and usage/adoption data to find who is most likely to churn based on that and then focus our attention there. We have been able to more strategically go after upsell opportunities by creating account segments. Super easy and fast to find out which customers are/aren't using a specific portion of the platform and then can create a plan to pursue those opportunities in a timely and strategic manner Greatly increased our onboarding adoption as well, used to be a big gap from sales to implementation to post onboarding and Churnzero has really helped us iron out that process.,Groove,Salesforce App Cloud, Dialpad, Zuora,6 to 10 people
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ChurnZero
72 Ratings
Score 9.1 out of 101
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ChurnZero Reviews

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ChurnZero
72 Ratings
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Score 9.1 out of 101

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Kristin Sours profile photo
Score 10 out of 10
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Currently, Churn Zero was implemented for the client success department only. We realized we needed to strongly focus on the retention of our client base, which led to looking at customer support platforms. We felt Churn Zero was the only tool that allowed us to tailor it to our exact needs and I feel very strongly it will lead to much better retention rates. It also allows us to be proactive in a reactive job and target/segment our client base based on their unique needs/wants.
  • Via our online portal that our client base uses, we can send direct messages, pop-ups and even NPS surveys directly to their online account. This is extremely important because this is where our clients are logging in so we can tell them important things like "we have a new release, watch this video" or "do not lose access to your data, your renewal is right around the corner so email me". I feel like we're communicating with our clients in a way we could never do before.
  • It allows you to create segments. For example, I could create a segment of clients that are up for their renewal who have low usage. When a client enters that segment it can then alert me. Or even better, it can automatically send out an email and log activity to our CRM to follow up in a week. This 1 example will help us reach out to clients when they stop using the tool and/or find out why they did.
  • It integrates with all our systems: Salesforce, Zendesk, Gmail, Google Calendar, Slack, webinars, etc.
  • Support is amazing!
  • It's a very advanced system so the onboarding is pretty extensive. It is not an "out of the box" tool so you need to expect that going into it. However, we are not a one size fits all company, so I like that it was tailored to us and built based on our unique tool/client base.
  • It definitely has a learning curve. Using it the tool will be the hardest part for your team so motivating them to use it is key. I recommend using their help center, it has so many awesome 'how-to' articles that are really helpful.
  • The Churn Score is tough to set up and at first, I was really overwhelmed at this point. However, our rep explained it as it takes a while to figure out what makes your client churn.
I think if you are looking for a tool that will specifically help with retention, this is the right tool for you. Also, it won't capture all your client history upfront so it will take time to get to a point where you are seeing everything, but this is really good for capturing and looking at the client's usage data. If you are looking for more onboarding tools and something that doesn't require any technical assistance or an "out of the box" set up, this might not be the best fit. I also think you need to capture usage data on clients in order for this to work; there was a time we wouldn't have been ready for this. I highly recommend you do your research and compare all avenues before starting anything but if reducing churn and increasing retention is what you are looking for, this is the tool for you!
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Alex Henke profile photo
Score 9 out of 10
Vetted Review
Verified User
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The customer success team is using ChurnZero in order to execute our NPS surveys and deliver a consistent customer onboarding experience.
  • Customization - CZ can be adapted to your success approach, not the other way around.
  • Reporting - The LiveExport feature, in particular, helps create cross-functional visibility.
  • Customer Success - Our CZ CSM provides an outstanding level of support.
  • Guidance on set-up - The customizability of ChurnZero is a double-edged sword and can slow the implementation process.
  • Knowledgebase - Could use some more detail.
ChurnZero is great for teams that want to scale and automate, especially teams with experienced CSM who will have enough experience to start building customized journeys and plays. For less-experienced teams or teams without the bandwidth to dedicate some significant effort to customization, ChurnZero may not be as good a fit.
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Morgan Walker profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being primarily by the customer experience (CX) department to have a standard metric for account health, enable proactive outreach to clients to fight churn and create a pleasant experience for our customers, and is also automating processes so that account management is not overwhelming when the number of accounts is quite large and continues to scale.
  • Playbooks - Automatically creates strategies for client outreach and account management based on various factors such as account health, renewal dates, etc. Very helpful when one person is managing hundreds of accounts!
  • Customization of metrics - allows companies to define the metrics by which they consider accounts to be healthy and can update these very easily
  • Integration with Salesforce is a huge plus! no more toggling back and forth between platforms
  • Detailed and easy to find support articles or training videos would be nice for newbies who are left to learn how to use the system on their own
  • Metrics can be hit or miss depending on how well ChurnZero is set up. This is more of a user error though.
  • Would like the option to CC people in emails
Perfect for startups, SaaS companies, and subscription services.
Read Morgan Walker's full review
Megan Grosskopf profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is used in our Client Success department to monitor and maintain retention rates. This platform provides additional insights as to what our clients are doing, what accounts are at risk of churning, training opportunities, and allows us to engage with our clients in multiple ways. Through ChurnZero we are able to host in-app announcements to engage our clients, including video walkthrough tutorials, and can even send and log emails through ChurnZero. This has also been key in identifying those customers who may be likely to churn so we can be sure we are working with them to ensure they have all they need. Internally, the retention rate is something we pay very close attention to, so it has been extremely helpful being able to see those rates and data points. ChurnZero has also been helpful in automating certain processes to free up account managers' time so they are able to focus on working directly with their customers instead of having to focus on admin work.
  • Being able to automate certain processes to free up Account Managers' time.
  • Being able to quickly identify clients that are at risk and be proactive in engaging/re-engaging them.
  • Allowing multiple ways to engage with customers aside from email, including in-app announcements.
  • The set up can be extremely time consuming, but they offer great training and support at all stages.
ChurnZero is a great platform for Account Managers, especially in the tech industry. We utilize many features to track and engage our clients, including sending in-app announcements or tutorial pop-ups when our clients log into the system. We are also able to ensure we are engaging our clients appropriately based on their Churn Score which alerts us which clients are becoming more likely to Churn.
Read Megan Grosskopf's full review
Rhiannon Thompson profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used by our Customer Success team. It primarily helps us develop stronger relationships with our customers and much stronger retention. It helps identify challenges in the customer lifecycle, level of engagement, opportunities for up-sell, and risk factors for churn.
  • The interface is incredibly intuitive and easy to use. Everything is exactly where you'd expect it to be and readily accessible. Great for high volume account management.
  • Support has been amazing. When we have a question, it's answered right away. When we have a request, their team works with us to make it happen or find an alternative. Super impressed here.
  • Integration with other software such as Salesforce has been smooth and comprehensive. It seems to be highly customizable as well.
  • This is a powerful tool. You can glean a lot of data and track just about everything with ChurnZero.
  • Automation works well and saves so much time. Great balance between a tailored approach for customers and efficiency for employees.
  • Functionality of contacts could be improved. It would be nice to see contact roles, status, and info (email, phone, etc.) all on one page without having to click into each contact separately.
  • I would like to be able to customize the dashboard and command center on an individual level but that's pretty trivial. I might want to see different or more/less detailed information that my coworkers. This also may already be a feature that my company has not deployed.
  • Bulk editing would be helpful in Messages for Review. Sometimes an email to several contacts on an account needs a minor adjustment, without affecting merge fields, and being able to bulk edit, approve, and send would greatly improve efficiency.
This is difficult to answer because I'm fairly new to ChurnZero but it seems very well suited if your product and customer relationships are multifaceted. There is so much flexibility and so many powerful tools and analytics that it may not be suited to simple products and customer relationships.
Read Rhiannon Thompson's full review
Tahima Begum profile photo
September 30, 2019

ChurnZero Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is going to be primarily used by the customer success team to measure customer performance, track health scores, identify areas of upselling. As the head of the department, ChurnZero will allow me to keep track of my team and overall churn analysis. My product and marketing team might use it as well to identify where there is potential growth or areas of improvement.
  • Custom integration with our product information.
  • Reporting is easy to set up at the individual CSM level.
  • Integration with Salesforce is great.
  • I wish ChurnZero would rebrand the churn-score to health score. It's intimidating to present "churn-scores" since it's negative.
  • Manager level reporting needs to be done through reports.
It's great for where we are in terms of company size. The integration went smoothly, and for areas when we were stuck, the ChurnZero CSM and implementation manager were on top of it. It's great to manage customer usage, add notes, and connect with Salesforce. This is a great tool for companies that have a CS team of 3+ - 40. I am looking forward to diving into learning how other managers use the tool for reporting purposes.
Read Tahima Begum's full review
Sanjusha Kolli profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is being used by the corporate department to help build out plays and journeys that automate our upgrade process. It allows us to be notified when we get assigned an account, and showcases the next steps in the process. We hope to set it up so that when one task is completed, it will trigger the next step.
  • The automation process organizes all the accounts and the steps to complete our project all in one place. It shows what step you're stuck on in a certain account which is very useful.
  • The ability to choose what can be manual and what is automatic helps customize the details.
  • Removes the need for numerous documents and also allows management to track progress.
  • The email that is sent out to clients does not tie to our company or that it's coming from Churnzero. It is too general which may confuse clients.
  • Attachments are not allowed which is not too important for right now but can be useful in the future.
ChurnZero increases visibility and allows more organization in the sense that I can easily track what needs review, what was newly assigned to me, and what I need to do next. The fact that it is in one place, and I can create my own plays to ensure it happens is very useful to my workflow.
Read Sanjusha Kolli's full review
Maura Kelly profile photo
September 13, 2019

ChurnZero is Awesome!

Score 9 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used within Pathmatics to assess customer health, customize alerts across customers, assess platform usage and be able to run plays across various segments of our business. Currently, I find that the data is hugely helpful in working across my entire book of business, as opposed to looking account by account (which is also possible, in great detail). I especially like the Dashboard view, which gives me a very quick and succinct way to see the overall client book, distribution of dollars across 'risk levels' as well as accounts coming up for renewal.
  • Pull in data for all accounts and quickly assess the health of my client accounts.
  • See dollar distribution and health - especially for higher contract value clients.
  • Receive alerts for accounts where usage has increased or decreased recently (for example).
  • Retrieve information on an account-by-account basis and review which pages in my platform are being used most often (and trended over time).
  • I would love for the search bar at the top of the screen to be a different color to be more identifiable.
  • I would like for the area on my dashboard called "Total Contract Amount by Churn Risk for All Accounts" to be clickable / hyperlinked.
  • No other complaints.
Areas, where ChurnZero is very well suited, would be:
  • Quickly finding accounts that may be at high risk of churning.
  • Identifying, at a glance, which accounts may have dropped in usage (and if this is out of the ordinary for that specific account).
  • Identifying when usage has increased on an account - this may lead to more conversations, upsell opportunities or new executive contacts.
  • Being able to run email campaigns through the system targeted at specific people or accounts.
At this time I don't really have any scenarios I've felt that ChurnZero is not well suited.
Read Maura Kelly's full review
Jordan Chen profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used by my team, the client services team and only our team. The main reasons for us to sign up for CZ was that we had several different software and areas that we had data in that were pertinent for us to have in making sure our clients renew with us. It was difficult for us to truly get a grasp of if a client has truly adopted our software and who were the users and are there infographics and exports, etc... so it's great to have a consolidated solution. We are able to create more compelling stories and get a better grasp of a client's health.
  • I like that there are easy data exports. Often times I'm tasked with pulling usage reports, but more importantly, what are they looking at when they log in.
  • I like the alert system. My mind is often in several places so it's good to be reminded of a client that I may not have thought of in a while.
  • The segments are also great because not only am I able to create my own segments, but I'm able to be easily assigned things which helps with my organization.
  • It would be helpful to be able to customize a specific time frame that we'd like to look at. Right now it's only specific segments, last month, this month, etc...
It is well suited for teams in client services/customer success who have multiple data sources and would like one tool that tracks everything you need. I would say it's less appropriate for a company who needs more of a traditional CRM just because there are so many things that CZ can do so it might not be utilized as much as it could be.
Read Jordan Chen's full review
Elsie Coffey profile photo
September 09, 2019

You'll never look back :)

Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is used by all different areas of our business but it's strongest impact is in the Customer Success Team. It allows us to track and measure our customer's onboarding journey so that we can reach out and provide personalized and strategic support whenever we notice that someone's stuck. It allows our marketing team to create extremely specific mailing lists based on our customer's usage—we can see what will be helpful and share it with them immediately. The best part of all is how empowered ChurnZero has made us when it comes to helping our customers.
  • Allows you to sort your customers/accounts with incredibly detailed and versatile filters.
  • Allows you to run NPS campaigns and track and report on this information.
  • Can measure the overall usage of your customers so that you can make informed decisions of what your team needs to work on next.
  • The setup process of ChurnZero is quite intense and does require a lot of love and time, but it's worth it!
  • If you find yourself unable to automatically track your customer's progress onboarding with your system
  • If you need to be able to create mailing lists out of strong reporting tools
  • If you are wanting to streamline a lot of different CRMs that you have into a one-stop tool
Read Elsie Coffey's full review
Marcus Torres profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We currently use ChurnZero to better understand and forecast customer churn. It is currently only be used by the Client Success department. Specifically, we chose Churnzero because we believed that their tool would allow us to better scale and manage our client management system, but allow us to better forecast customer churn, while also give us more insight on usage and expansion opportunity based off of data.
  • An easy to navigate interface that allows admins to customize their user experience and focus on what is most important to their use case for the platform.
  • Their automation capabilities, specifically the ability to completely customize messaging that can be automatically created and used for completely different phases in the customer lifecycle.
  • Data, data, data. Their ability to integrate with multiple data points based on your needs was extremely impressive. The ability to use the data points within their platform and understand customer engagement in realtime, easily, all within the same tool is a home run.
  • Additional ways to view multiple accounts, currently you can only view one account. There are no additional tab options available in the platform.
  • More reporting options for historical meetings and correspondence.
Churnzero is a fantastic solution that allows teams to better forecast churn, but more importantly, give your team the ability to better automate and manage a client book more efficiently. When a rep is managing a book of business, the use of ChurnZero allows you to have a full insight of usage, sentiment, and account information all within one platform.
Read Marcus Torres's full review
Mete Kural profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero for customer success automation. It is primarily used by our Customer Success Department, but other departments take advantage of it via the Salesforce connected app ChurnZero has provided.
  • Tracking customer lifecycles
  • Automating customer communications
  • Driving product adoption
  • Analyzing churn
  • NPS campaigns
  • This is not specific to ChurnZero but customer success automation, and in fact, customer success, in general, is a new and fledgling field so it takes a good deal of educating internal teams on how to take advantage of customer success automation.
ChurnZero is amazing if your company has a customer success team. If you don't have a customer success team yet, your product team or customer support teams can lead initiatives to drive product adoption and churn fighting efforts using ChurnZero.
Read Mete Kural's full review
Chad Schexnayder profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero has been adopted by our Client Success team, and it has been a game-changer. Our CS Team is utilizing the platform to monitor customer engagement and outreach. Creating plays allows us to monitor specific outreach goals per team member, and is automated enough to schedule recurring touchpoints during each customer's lifecycle.
  • Command Center: a great place for all CS team members to see which tasks they have remaining and what is upcoming.
  • Syncing: ChurnZero syncs with Zendesk, SFDC, and the API connection with our own platform, to monitor and report on usage/engagement.
  • Alerts: set up for when specific users take certain actions on the platform or enter low engagement.
  • I would make the editor to log activities larger by default, so that I can take notes without having to enlarge the window.
ChurnZero is great for CS teams, and for those who rely on customer information to always be up to date and monitored. The platform allows anyone to pick up exactly where they last left off with the client, since it enabled all correspondence to/from the customer to be rolled up into one place.
Read Chad Schexnayder's full review
Pedro Vittes profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used by our Account Management and Customer Success team to assure that our customers are getting everything they need from the platform. With our product being in the SaaS world it is vitally important for us to know how much our customers are using our product. If we can identify a customer who is either doing very well or doing very poorly with the product it allows us to adjust accordingly and assure the customer gets what they need.
  • Customer tracking.
  • Metrics.
  • Ease of use.
  • Better automated emails.
  • Better customization of campaigns.
  • Better integrations into CRMS.
ChurnZero is fantastic for any companies that need to track a users performance. Overall, it directly identifies power user vs struggling users and makes it possible to adjust your strategy to each type of customer. It is simple yet elegant and allows you to really know what your customers are doing well and what they are doing poorly.
Read Pedro Vittes's full review
Ben Butler profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being utilized across several departments including Customer Success, Sales, and Product Specialists. The data reporting allows us to see trends and stay on top of our customer's journeys while also helping us take a proactive approach to at-risk of churn accounts. From an engagement perspective, the realtime data certainly helps us connect with our customers to help them see the value they are getting from our site. On the flip slide, the data also lets us strategize with customers who may be struggling to get things going and may need a boost in the right direction.
  • The command center dashboard/UI is fantastic and allows me to see all of my tasks and to-dos in one place.
  • The alerts/messaging/playbooks all work beautifully together where I can automatically receive a notification to interact with an account based on specific criteria that we set so that nothing falls through the cracks and we can stay on top of everything in a very manageable way.
  • Being able to track all of the customer activity within the site helps us to strategize with each and every one of our customers in a very specific manner allowing us to build much stronger relationships.
  • I have not had enough experience with ChurnZero to where I can recommend areas that could use improvement. As a new addition to the CSM team, our department is still getting a handle on all of the functionality and capabilities that ChurnZero provides.
ChurnZero is very well suited for Customer Success teams that want to build engaging and long lasting relationships with customers outside of the initial onboarding process. Whenever your software is involved in the process change management realm, being able to change strategies and approaches is important and ChurnZero will allow us to follow up with actual data to help keep the key decision makers accountable.
Read Ben Butler's full review
Allison Cloyd profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We're using ChurnZero within our Customer Success team to manage all of our clients. We had data in multiple systems that we had to pull together by hand in order to get a semi-decent view of where an account was at, so we decided to implement CZ to make it easier for our CSM's to see and understand what was happening with an account. We're specifically interested in NPS and retention, and in using plays and journeys to better manage multiple onboardings at once.
  • Really fantastic on-boarding with the ChurnZero team.
  • Being able to deploy and segment multiple NPS surveys is a huge win.
  • Calculating account health scores is infinitely easier when all of your data is in one place.
  • I'd like to see a bit of an easier flow to create segments, or to jump to creating segments from another part of the app since they're required everywhere.
  • I would love to see a Slack integration for NPS responses included with access.
ChurnZero is really well suited for onboarding accounts and users -- journeys and plays make it really easy to keep track of what has happened and what still needs to happen. I really like being able to mass email or send in-app messages depending on who we're targeting without having to create lists by hand. It gives us the ability to work on accounts as a group since all of the data is in one place.
Read Allison Cloyd's full review
José Antonio Zalem Hernández profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use it in a department of the company, and it helps us a lot to take the management and control of our clients, to see the use and the critical points of the client to help them improve. At the same time it helps us to allocate our time and makes work less stressful.
  • Customer management
  • Time saving
  • Autogestion
  • Integrate more information from the customer base
  • Greater customization in the To-Dos list
  • Journey times do not apply at the weekend
Any scenario in which the use or performance control of a client or many clients can be applied, including client retention, would recommend the use of ChurnZero. In the use of customer management for the marketing and sales area I do not see it as adaptable (I could be wrong).
Read José Antonio Zalem Hernández's full review
Dave Dorsey profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our entire Sales organization uses ChurnZero to proactively reach out to prospects when we can see they are engaging with our software. Insight provides us with what they are doing or have done so we can ask them about the experience with that feature to help close a sale.
  • Emails me promptly based on rules.
  • Allows me to see when a client becomes a paid subscriber.
  • Tells me about the interaction a client is using with the software we provide.
  • Make it easier to access directly from Salesforce.
  • More pre-created rules of engagement.
  • Allows editing the Dashboard.
If your company provides trials, ChurnZero is a great tool for tracking engagement from clients in the trial period.
Read Dave Dorsey's full review
Mark E profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
My department uses ChurnZero to keep track of customer health. Churnzero allows us to monitor trends from customer satisfaction to the number of support incidents reported through integrations with Zendesk. The greatest benefit we gain from this software is the amount of time we save from business workflows. ChurnZero's features and integration flexibility allows us to efficiently carry out our department duties.
  • ChurnZero does well-creating workflows through journeys and plays.
  • Segments allow filtering of any actionable items.
  • NPS surveys and reports allow tracking of customer satisfaction.
  • Having recurring journeys would be great for journey scenarios that occur more than once
ChurnZero is well suited for monitoring and keeping track of customer health that includes customer satisfaction, products bought and support incidents.
Read Mark E's full review
Brian Hartley profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are currently using ChurnZero to help monitor engagement and activity within our client base. As we have a large number of clients, this platform is instrumental in allowing us to monitor usage from a single application. Currently, it is being used by client success but the data that originates in ChurnZero is exposed company-wide. It has helped us identify trends and get out in front of clients who may disengage.
  • Excellent customer service/success consultants.
  • Robust functionality.
  • Reliable.
  • Due to its robust nature, it can sometimes be overwhelming to navigate.
  • Integrating with Salesforce.com can have its perks and challenges, not related to ChurnZero but data integrity has to be top of mind.
If you have a large client base but limited resources to support, leveraging ChurnZero will help automate touch points.
Read Brian Hartley's full review
David McNerney profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used primarily in our customer success department, but the data/insights it provides are being used throughout the entire organization.
  • Playbooks/Journeys: very customizable, easy to trigger based on a variety of customer actions.
  • HealthScores: custom scores for various customer segments, automated scoring of our customers' health.
  • Calendar Tool: keeps me organized day-to-day and helps to stay on top of tasks/notes.
  • Set-up: I wish I had more control of my CZ set-up and didn't have to rely as much on my CSM to make changes.
  • Daily Updates to HealthScores: having to wait until the next day to see a change in score is frustrating.
Great for automating CSM processes and customer engagement.
Read David McNerney's full review
Emily Mikes profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
CZ is being used by the Customer Success Departments. Trainers and those who work with current customers use the system to monitor usage and milestones achieved by new accounts as they start using our software. It allows us to see what accounts are at a high risk of canceling so we can proactively reach out to see what we can do to help them utilize our system.
  • Alerts you to accounts that have moved from medium risk to high risk and vice versa.
  • Easy to create and manage tasks.
  • Very simple to add filters to pull out different segments of a large customer base.
  • I wish there was a support number to call.
  • I wish it had a dialer.
  • I wish I could change the colors to a darker background, the white screen hurts my eyes.
Great if you have a large customer base and want to prioritize what accounts should be touched first.
Read Emily Mikes's full review
Javier Lopez profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
To understand the customer journey and when customers drop off. The software makes it very easy to get around the app and explore what factors can come Into play. ChurnZero helps us understand when a customer is not having any activity on their account and prepares us for saving that relationship.
  • Easy to navigate
  • Powerful tools
  • Memorable name
  • At a glance account health
  • Full service CRM
  • Long load times
  • Weak support center. No videos and specific step by step.
Learning ChurnZero has been very simple and easy to understand. Setting up was easy, and exploring naturally was not very difficult to manage. The app and the resource center helped me discover different functions of the service, along with how to look at my other team members' results as well.
Read Javier Lopez's full review
Richard Diener profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our client success team uses Churnzero daily to communicate with our clients, to track the client's usage, to gauge the likelihood of churn risk, to ensure clients invoices are paid, and to run playbooks based on specific occurrences. Although we use JIRA for Ops and Zendesk for support our client success team can see progress from both teams to better support our clients. We also use Churnzero's client success team as a model of how to provide client success services to our clients. I can't say enough how impressed I am with this company.
  • Segments clients into an unlimited number of categories so you can handle or review clients in batches.
  • Creates a scoring system to evaluate your clients use of your product to stay abreast of possible churn risk.
  • They walk the talk about their own client success team and are not bashful with sharing best practices,
  • It seems the UI is always improving so the minor points I notice will likely be fixed soon.
  • Some of the notifications on the dashboard could allow you to click right on it and take you to the relevant data, but this too is likely being done.
  • Have an outward facing task list for clients, but this is on the development map as I understand it.
I can only speak to situations where client values are high. I see more than enough opportunities for customization to execute on world-class client success. Churnzero has this space figured out. Other software I have used only goes part of the way. For companies with tens of thousands of clients, I cannot speak to the application.
Read Richard Diener's full review
No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source
Currently, it is only being used for the Account Management and Sales Operations teams. The main business problems that it addresses is reducing churn through the use of more insightful data and analytics. It also helps our team with adoption and upsells efforts by having the ability to create segments and automate campaigns and workflows from there.
  • 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.
  • 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.
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.
Read this authenticated review

Feature Scorecard Summary

Role-based user permissions (51)
8.5
API (45)
8.4
Integration with Salesforce.com (42)
8.6
Product usage (60)
8.5
Help desk / support tickets (50)
8.4
NPS surveys (48)
8.5
Sponsor tracking (20)
8.1
Customer profiles (55)
8.5
Automated workflow (59)
8.5
Internal collaboration (47)
8.1
Customer health scoring (60)
8.7
Customer segmentation (59)
8.9
Customer health trends (57)
8.6
Engagement analytics (58)
8.6
Dashboards (60)
8.3

About ChurnZero

ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, (2) assesses customer health and likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. The vendor says ChurnZero customers see ROI in terms of more productive and better informed customer success managers who can provide their customers with better just-in-time service from the automated playbooks.
Categories:  Customer Success

ChurnZero Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Does not have featureRevenue forecasting
Has featureDashboards
Does not have featureCustomer lifetime value
Does not have featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureIn-app communication

ChurnZero Screenshots

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Support Options

 Paid Version
Phone
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ChurnZero Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No