ChurnZero Reviews

ChurnZero is great for making account management easy and efficient. The main dashboard gives a high level overview of everything you have going on during a day (so long as you're using CZ to its fullest capability) to take the guess work out of what things you need to get done that day. We really benefit from being able to send out mass communication easily to certain segments of customers and CZ makes it effortless. It's also great for adapting over time - all you need to do to be successful segments is to start somewhere. Once you go along and have more detail, you can start filtering more and more to get your segments in a perfect spot for you. In this sense, ChurnZero is highly customizable.

Overall, I'm a huge fan of ChurnZero because of how easy it makes my job. The platform itself is easy to use but there are definitely some quirks here and there that take getting used to. I would definitely say that my experience with ChurnZero would be worse if we didn't have the amazing support that we do to help us whenever we have questions. Even though there may be certain aspects that are tough to wrap your mind around or use, our dedicated support takes away any usability issues that we run in to.

If I could give them an 11 on here, I would. From the implementation process, to the technical issues, to our dedicated customer success manager at ChurnZero, the support we receive is world class. And the leadership at ChurnZero really empowers its people to go above and beyond in helping the customer and making the product better.

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.

If you want to bring data from a CRM, SAAS product and helpdesk together to get an overall view of what your clients are doing, it's a great tool!

Initially it can be tricky to get your head around, but once you know it it's really easy and there's plenty help guides etc to assist

Good support

ChurnZero really helps monitor customer interactions and life cycles from a customer success standpoint. It helps you keep track of tasks, follow-ups, events, and things like that, which all help streamline the work that a CS professional has to do every day. Ever since using ChurnZero it has helped cut down on mundane administrative work.

It seems daunting at first but the sessions with the CSM really helped us understand the interface and how to utilize ChurnZero to the best of our ability. It is actually pretty easy to use and pretty understandable. I would say that most people seem to understand how to use ChurnZero at my organization.

ChurnZero's reps frequently reach out to see what they can do to help or to improve the experience for us. This goes a long way and it is a testament to the support that you get with ChurnZero. They have made things much clearer for us along the way.

CZ is well suited for any Saas company. I honestly cannot think of an example of a business that would not benefit from these insights. Maybe it would be a waste if you did not have someone dedicated to implementing and managing the tool.

I think navigating the platform could be easier, but it is still really great!

We have had great experiences reaching out to support and receiving thorough answers in a timely manner.

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

ChurnZero is very simple to use because there are few places to navigate so you do not have to click around to a bunch of areas within the app. Since all client information is visible in just a few places within the app, the team was able to get up to speed on ChurnZero's functionality very easily. You can also complete many actions from one place in the app (log a call, send an email, run an automation play, add someone to a journey) so it makes every screen within ChurnZero multi-purpose which continues to make the app easy to use.

The first thing we got value-wise with ChurnZero, was syncing all of our client information to one place right away. With all the integrations and back-end set up complete, our team had confidence the data was correct and in the correct place. This was immensely valuable for our team. We also began to get value from the automation with ChurnZero. Previously, our team had to have a call with a client, manually log the call, open their [Gmail], [...] send the recap email, send out a customer satisfaction survey, create a new task for the next call, and send a calendar invite. Now, our team just needs to click that the task is complete, the survey is automatically sent out, the recap email is queued up so they can add in their notes (and send in a click of a button), the next call task is automatically created, and our gcal event [syncs] with the ChurnZero calendar so there is no need to update in multiple places.

[I gave ChurnZero and excellent rating because] [the] CSM is very attentive and will [respond to] a call whenever we need [help]. [ChurnZero's] support team is also very responsive when you send in a ticket. Everyone I've interacted with is very knowledgeable about the product and eager to help.

It allows me to utilize the service log my opportunities and create tasks for follow ups or even for team members to complete tasks. We rely heavily on departments completing tasks so if I can create a task or even a calendar invite churn allows me to coordinate everything

I think for what the cost is this product is absolutely amazing as a CRM tool and it allows me to manage my accounts. I think it would be great if it had an app for the phone but it’s easily accessible through Safari.

I don’t deal directly with the support team that’s what my team does but if I had to I would think that they are awesome.

Great for managing customers health, communications, contacts.
Not great for marketing or sales exclusively. Works well in conjunction with other software for these things though (like HubSpot or Salesforce). If you are combining any of these systems with CZ it definitely helps to have them set up in at the same time though as the setup in HubSpot was tricky for us due to how our Sales and Marketing teams wanted to use HubSpot vs how it needed to be structured to play nicely with CZ.

CZ is set up in a way that makes it very easy to use and customize. Navigation is a one tier click from the nav bar on the left side of the screen so getting to any part of the site doesn't take more than 2 click (that's some strong UX principles at play there).

Support is pretty timely and they're very friendly. Only thing I would recommend (and maybe it's there but I missed it) would be a training portal for users comparable to the admin training portal. I think having short digestible videos in structured modules help with training and makes referencing back to those videos really easy.

Not most of the software out there is data-driven to see where everything is. But ChurnZero has that ability and we love seeing those metrics all in one place.

We are using [it to] the fullest and we know what we are looking for and we can find that information.

Good Customer support whenever we needed it.

ChurnZero is a great scalable solution for a growing company who demands more robust reporting and more proactive communications and playbooks build out. The solution is cost preventative compared to some of the much more pricier solutions on the market such as Gainsight which is an industry leading solutions.
The team has done a great job training us and getting us to full speed, and our management team has equally done a good job rolling out and training us on the new processes.
Flexibility is a strong strength here, as it is quite endless the number of dimensions that you can track and measure customer activity, our use cases are a bit more specific to fintech companies, which I know they work some of our competitors.
Lastly, they are startup company who is more nimble and easier to influence their product roadmap and make an impact.

The system is quite easy to use once it has been set up from implementation and the system administrators. Because the system is so complex, it does take some time to set up, but rolling it out to the team should be a much easier process. Our main use cases are reporting revenue ad hoc from an individual customer basis, as well as from a CSM basis. We also have developed playbooks and customer journeys which are automated campaigns that can be sent when a customer reaches a particular point within their lifespan using our products.

So far so good, I have only had to deal with customer support on two different occasions, but the issue was more so on our side and how we implemented the product. Their team was responsive and easy to reach.

ChurnZero is well suited in scenarios where companies are in need of:

• Better client segmentation.
• Better client health/performance overview.
• Automation.
• Clearer processes of client journeys.

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

ChurnZero's CSM is always ready to help and give advice. 10/10 for their support model!

ChurnZero is well-suited for any company that wants to take their Customer Success game to the next level. It's easy to set up, and very intuitive even for people who have not administered software before.

The only time I think it would be less appropriate would be if a company does not have a way to leverage real-time product data. ChurnZero definitely shines when you are able to get a window into how customers use your product.

ChurnZero becomes really useful whenever I need to gain insights on specific accounts and their usage. For example, it's easy for me to look at strategic accounts and get a full view of the account, ARR, renewal date, usage, and engagement all in one window and then being able to dive into the account activities to investigate how they interact with our platform. I'm using it on a daily basis to keep track of trails account and their journey, flag accounts that are at risk due to decreasing usage, and provide real-time alerts directly in our company slack channels to streamline the information with different stakeholders.

I use ChurnZero on a daily basis, but sometimes I need to take additional manual steps to generate insights using visualization by exporting information from ChurnZero.

ChurnZero support has been more than great! Every question or problem I had during the process was answered in a timely manner and the rep has always come up with a solution to help me achieve my goals. As a customer success manager, I can only testify that they offer a very high level of service, which makes a huge difference for the use.

I really would only use it in a customer success department that is aiming to scale.

It's simple and straight forward to use and allows plenty of modification.

They are quick to respond when we have issues and always willing to give us guidance when we are trying to configure new processes.

In my experience, ChurnZero is clearly built for CS teams. A lot can be done here to streamline and automate manual tasks, create reminders, create segments, etc...

We have also expanded our usage to our PS team as the high degree of flexibility allows to start with a generic framework but refine it further for each custom project while having all that data fed back to Salesforce.

In my experience, the tool took a few days to grasp but once I understood the infrastructure of the solution it was fairly easy to navigate and configure.

We have had fantastic support from our Customer Success representative so it has been great.

Suits well if you want to scale your organisation, or have a very complex tool, absolute gamechanger if you want to scale AND have a sophisticated product that you offer to your customers.

Unfortunately, ChurnZero does not support MultiCurrency yet, this means that, if your organisation sells and reports in multiple-currencies, you need to take some extra steps during the implementation process.

Whilst setting up CZ can be complicated. Once you have your core-product set up, it's smooth sailing. Every CSM has a dashboard which pretty much takes them through the day. A segment can be made in a few clicks, and churn scores can be copied over. It really shows that ChurnZero was developed with the end in mind, to make usage as easy as possible and save you and your team a lot of time.

Support is absolutely fantastic with CZ. Tickets get answered in hours, and our CSM Chase has been going above and beyond to help us getting started with ChurnZero. Even though we are well past our onboarding, our onboarding specialist Jack is still on standby should we need him. If you are CSM at a Customer Success platform, you really are in the Mecca of Customer Success, and they sure are generous with sharing expertise and best practises. Your playing Major-League Customer Success with ChurnZero!

Fantastic for boarding new customer and introducing them to your product. A great way to ensure consistency of customer on-boarding processes throughout the team and make sure no customers are missed from crucial steps.

Great tool would recommend to anyone.

Great responses and assigned AM.

I've found using ChurnZero to be helpful as a virtual personal assistant. I go in first thing in the morning to see my tasks, if I have any message[s] to review, and approve to be sent to clients for NPS responses. I run the NPS campaign and the reporting for NPS is excellent.

It's an awesome tool when you know how to use it - but getting to know how to use it and where to find certain information can take some time, even for the more 'tech-savvy' people. I feel our CSM has helped a lot in helping us navigate the platform so the customer success team is excellent.

Our CSM is always receptive to an email or call. We can choose to have a bi-weekly cadence with them too, which helps us with operational questions that come up over the course of a week or two. Overall, high level of service which is much appreciated by the whole team.

Well suited:
- To be used as a method to learn and take actions based on what your customers think of you.
- Tracking NPS.
- Tracking the satisfaction of the customer.

Less appropriate: used as a CRM. Even thought they are great, the platform does not have the resources for that.

I didn't use the support very much yet. The few times I used, was great.

Because we can do almost anything we want there. Sometimes, a few kind of segments are hard to filter, but overall it is great.

Easy to escalate.

I used ChurnZero for B2B large enterprise company management but I had a few CSMs who focused on our SMB market and we used it with great value in that area as well. If you build it well, it could be used for both. I dont have any comments for direct-to-consumer businesses.

I'd recommend ChurnZero for any software company.

More pros than cons.

Could be a bit faster but overall I've received helpful support.

ChurnZero is ideal if you have a small-medium Customer Success team that needs actionable data and processes to evolve to the next level.

ChurnZero is less ideal if your product doesn't fit their common patterns for integration (which to be clear is an issue for all CS platforms), and is likely not the most flexible if you have already implemented significant processes and workflows that you don't want to change.

The UI has been designed to work for the CSM first. Not for stakeholders or its own system requirements, not for some imaginary range of personas where in trying to serve everyone it serves nobody - it serves the CSM. They know what to do, where and how. The admin setup is mostly clear with a few minor inconveniences, and they don't bother me enough to knock a point off.

Their customer success team and implementation team are fantastic, and always happy to help.

I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far.

ChurnZero is a great tool for CS organizations that are still establishing their own internal processes and workflows. This could be more of a change management item for us internally, but we came in with very established and a set way of doing things which was an adjustment in the implementation but ChurnZero has worked very closely with us in offering custom work and providing alternative solutions to what we are looking to achieve.

ChurnZero is overall fairly intuitive with the proper training and onboarding experience up front for your end users. They have different sections of the product clearly labeled for direction and plenty of documentation within their Help Center that is easily accessible. They also have smaller items, which make a huge difference, such as sticky filters.

We have had a fairly positive experience with the support we have received from ChurnZero. We were assigned an implementation specialist who worked with us for longer than their typical customer journey so we could ensure a smooth roll-out of our tool given our more complex workflows/processes we needed to incorporate. We have also worked directly with the Chief Product Officer to discuss potential product suggestion who has also returned and provided periodic updates on the status. Our current CSM has been a great partner to us in working to understand our business initiatives and providing potential solutions or offering additional support as needed.

The system is great for unity across your team. It ensures clients receive the same spectacular customer success experience whether they are assigned a senior CSM or someone new to the role. This also allows a great way to onboard not only new clients but new team members so the process is clearly defined within the journey.

The ChurnZero Academy was a huge help in understanding the full functionality of the tool. It is something that we have encouraged all CSMs to use while getting used to "living" in ChurnZero. After you know how to use the basics, most of the other needs for non-admin users become extremely intuitive.

Chase has been outstanding! He makes time for all of our questions and has the answer--or some form of a solution--by the end of 98% of our calls. If all of ChurnZero's customer support is this attentive, I have no doubt every one of their clients would give a similar rating.

ChurnZero is best suited for SaaS companies that have customer success teams and if you want to build custom customer journeys and playbooks and automate your customer success management operations.
It's also well-suited to get full visibility and insights on your customer health, product usage, product adoption and revenue growth. It prevents customer and revenue churn while growing NRR.