ChurnZero

ChurnZero

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.2 out of 100
Top Rated
ChurnZero

Overview

Recent Reviews

ChrunZero is great for CSM's!

9 out of 10
August 09, 2022
We use ChurnZero to log all of our interactions with our clients. we can also use it to see usage within the system. We also use it to …
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A Great CRM for Success

10 out of 10
July 02, 2022
We use ChurnZero for our Customer Success teams daily functions. ChurnZero has enabled us to begin proactive outreach and management of …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 16 features
  • Automated workflow (151)
    8.4
    84%
  • Customer health scoring (154)
    8.3
    83%
  • Product usage (151)
    7.9
    79%
  • Dashboards (152)
    7.7
    77%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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What is 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)…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Alternatives Pricing

What is Gainsight Customer Cloud?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is also…

Features Scorecard

Security

9.1
91%

Platform & Infrastructure

8.7
87%

Customer Data Extraction / Integration

7.4
74%

Customer Success Management

8.2
82%

CSM Reporting & Analytics

7.9
79%

Product Details

What is 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.

ChurnZero Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing a powerful overview of everything in progress.Screenshot of Collect, analyze and turn customer data into actionable insights.Screenshot of The most effective way to reach customers when and where they need it most is within the tools themselves, with ChurnZero's superior set of communication features. ​Screenshot of Grow your book of business without overwhelming the team by automating customer engagements. ​
​

ChurnZero's best-in-class automation makes it possible for you to scale effectively without sacrificing the high-touch service your customers expect.Screenshot of Teamwork makes the dream work, including both internal and external teams. ChurnZero's collaboration features make it easy to keep all groups in the loop. ​

ChurnZero Videos

ChurnZero helps subscription businesses fight churn. The platform is designed to help Customer Success teams intimately understand their customers. Whether it’s getting in front of changing customer health, upcoming renewals, or expansion opportunities, ChurnZero helps Custo...
 Show More
How ChurnZero is helping Untappd improve its onboarding and customer engagement while helping increase customer retention 12%.
How ChurnZero is helping FiscalNote to improve their customer retention quarter over quarter.
The Churn Monsters introduces a “churn monster” (a common #customerchurn risk) that hides in customer accounts and scares #SaaS businesses. This video shows how #CustomerSuccess teams use ChurnZero to slay these destructive monsters and grow customer retention. This episode d...
 Show More
Abby Hammer, Chief Customer Officer at ChurnZero and You Mon Tsang, CEO & Founder of ChurnZero discuss how far Customer Success has come, and where it is heading.

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Gainsight Customer Cloud, Totango, and ClientSuccess are common alternatives for ChurnZero.

Reviewers rate Role-based user permissions highest, with a score of 9.1.

The most common users of ChurnZero are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Comparisons

View all alternatives

Reviews

(1-25 of 158)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero to log all of our interactions with our clients. we can also use it to see usage within the system. We also use it to mass communicate to them and then can use that to track those who open it.
  • Lots of things that it can do!
  • Keeps you organized!
  • Send yourself tasks!
  • Keep track of all client interactions
  • There is so much that you can do that I don't know where to start!
  • Wish it was easier to report on things.
We spend our day contacting our clients and making sure they are happy. ChurnZero is amazing to use so that we can keep track of every interaction by the client. We can create tasks as to-do lists for proactive reach outs. Great tool for all things needed for your CSM teams!
I think it is a pretty easy tool to use. There is tons to do that I need to continue to dive into.
I have never reached out for support.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero allows us to automate a lot of our CS processes, allowing for more team bandwidth and the ability for the company to keep the CS team lean. It also allows us to put a lot of information as well as customer communication for all types of updates and training in-app, which increases our app usage and enables our customers to confidently continue to use our product.
  • In-App communication
  • Automation of customer touch points
  • Ability to move customers through journeys and plays automatically or manually depending on needs.
  • This is not an implementation process that can be handled by one person unless they are given time. The process can be dev-less, but, it's going to be important to put a team on this implementation process to make sure that all bases are covered.
Their implementation teams are fantastic, and their knowledge base is great, making for a great onboarding experience. Most CS software like ChurnZero is built for large companies and large client bases, but the software is also applicable to smaller companies like mine based on the ability to scale the product as you grow as a company. ChurnZero should become your daily use tool for your CS team, in conjunction with your product and CRM. This is not just an onboarding tool, but a lifecycle product meant to be used to manage your client's needs for the life of their interaction with your company.
Once you have a good understanding of what ChurnZero provides, and have a team that can build out the product correctly for your needs, you will see the value of having ChurnZero become your daily use product for your CS team. The amount of work that ChurnZero can do for your team, allowing more bandwidth and easier communication with your clients is well worth it.
We haven't had much interaction with the support team yet outside of the initial onboarding, but I have no evidence that it is any less stellar than their onboarding team is.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero identifies the activity of their use within our platform- DonorSearch. It can also be used as an organizational tool to generate reports and track tasks. My use case within ChurnZero is to identify clients who have low activity, so I can be proactive and reach out.
  • Tracks usage
  • Many filters for segmentation and reports
  • Tracks tasks and productivity
  • Links to Salesforce
  • Currently the emails that we send out do not link up to Salesforce.
  • Currently the usage isn't tracked within our billing system
  • Interface with account plays can be confusing
A growing customer organization is well suited for this product. The tracking of the usage and automation is the best way to stay proactive and efficient. I would say that a small customer service shop may not need something like this. It depends on the business and the daily operations and volume of your customer base.
ChurnZero has an easy-to-use powerful interface. It takes the guesswork out of understanding who is getting use of their subscription versus those who will most likely not renew. It allows me to proactively contact my clients to try and turn things around before the renewal process or upgrade those clients who are using their subscriptions.
We have one on one training with one of the support representatives at ChurnZero. She was very helpful and broke down the training into manageable steps so that we could understand it. She worked closely with our team to ensure that everything was running as it should be. Also, I appreciate the help articles that go out to my email.
Score 10 out of 10
Vetted Review
Verified User
Review Source
At my company, we use ChurnZero to get an idea of how our clients are doing using our product, their process of adopting it, and identifying the risk of clients who aren't getting value from what we offer. This allows us to proactively help clients who may not even realize they aren't getting as much out of our product as they could.
  • Automating parts of customer experience.
  • Identifying cancelation risks.
  • Identifying client adoption of product.
  • Custom Date range for the usage panel on a Customer Profile.
  • Custom Links for linking to different internal systems that there may not be a direct integration for.
  • Connecting to a VoIP system like Ring Central would be cool, so I don't have to always go into my CRM to make client calls but it's definitely a "nice to have" and not critical.
I would recommend ChurnZero to literally anyone that could benefit from user insights and client retention processes. Sure there are some small things I would tweak, but this could be said of any product since every company has slightly different needs. There are no unicorns that do attrition prevention, CRMs, email clients, and VoIP phone systems all in one. But ChurnZero when used alongside a good CRM is as close as you are ever gonna get. I couldn't recommend it more, and every CSM we have worked with while using their product has been phenomenal. I also would say that their academy for training is one of the best I have ever seen and makes it super easy to get up and running on your own time. They have great resources for this if it's hard for you to get time on the calendar with their people for onboarding. But I would still recommend talking to them if you can because it's always a pleasure.
I think that ChurnZero is a super usable software that almost anyone can use, that works as a CSM. I have not used software like it so I don't have a good comparison, but using our CRM to do similar tasks was for sure not cutting it. I think that it is a beautiful addition to our CRM, and is great for our CSM team in implementing processes to give better value to our customers who are loyal to using our products.
I have not worked directly with their tech support, but our CSMs from ChurnZero, Krista, and Madison have been wonderful to work with in helping us with the adoption of the software. Other people on our team have worked with their tech support and had generally good experiences.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero for our Customer Success teams daily functions. ChurnZero has enabled us to begin proactive outreach and management of our clients which helps to encourage renewal and upsell opportunities. Our current client total is close to 150 with 3 subscription types however ChurnZero absolutely is a great fit for both smaller and larger companies. It assists us in onboarding, in-flight and renewal engagements with clients.
  • Proactive client management
  • Training and client education
  • Renewal and upsell identification
  • Upsell Identification
  • Training Hubs
  • Multi-integration
It is well suited for any CS team looking to better operationalize their actions. It can benefit both high touch and low touch client use cases and is great for small to medium size teams. More data driven SaaS companies may find the implementation side different from expected or not quite fit for their needs.
Very easy to understand and training is super helpful. The client community gives you space to connect with other users to discuss best practices. Was able to be trained and start using the product within a few weeks which was awesome. The rest of the team was also able to adopt it quickly.
Our CSM ... and implementation specialist ... are both incredible. They not only provide technical support but also give advice and guidance on best practices. Amazing at helping you understand the product, quick to respond to emails and incredibly friendly and welcoming. The team is the best and definitely a reason for considering ChurnZero in the future as well.
Gino Orvieto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our Customer Success Team was on the left side of the maturity and sophistication curve, before ChurnZero we were managing customer lists in spreadsheets and manually keeping track of renewals, customer issues, and complaints. We were simply falling behind and being extremely reactive. With ChurnZero we can now be PROACTIVE with our customers!
  • Account scoring.
  • Churn modeling/projecting.
  • Reporting and account dashboards.
  • Automated journeys.
  • Customer segmentation.
  • Lack of real time data updates, the churn score, which is the basics of ChurnZero, does not update in real time.
  • Reporting can be a little laggy in the UI.
  • Need to refresh segments to see changes in data/reports.
ChurnZero is great for companies that have made the decision to increase the maturity of their Customer Success function. Managing a CS team with spreadsheets is just a nightmare! When CS teams start to scale, the need for a CS tool is a must, and ChurnZero fits the "just starting out" use case greatly. The mere concept of the churn score introduces a layer of sophistication to these teams. The great thing is that ChurnZero will grow/adapt as your CS function matures. ChurnZero can help create automated actions through customer journeys, you can assign automated actions to take place at different stages of the customer lifecycle. ChurnZero is also a great tool to provide CS visibility to the rest of the company. Which customers are at risk? Which customers are up for renewal? All that can easily be shared with the rest of the company using ChurnZero. I think ChurnZero is less appropriate for a company that even though has a CS function, is not willing to put in the time or the work to get ChurnZero to work for them! Meaning, if a company hasn't decided to increase the maturity of the CS function, then they are not ready!
Overall, ChurnZero does a really good job in outlining the most important information that a customer success team needs to be proactive, and successful, ChurnZero provides visibility into which accounts are at risk and allows us to create a very specific set of actions to prevent those accounts from churning. The very concept of the ChurnScore gives each account the right level of attention required!
We haven't really had a need to submit too many support cases, but when we've needed help from ChurnZero, whether it is from their Support team or from our Customer Success Manager, we always get extremely timely and insightful information. We are yet to experience any lack of support and therefore we are extremely happy with how responsive they are!
Chris Williams | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is a crucial part of my team's everyday software stack and acts as the primary home 'hub' for most of the activities we conduct each and every day. It allows us to monitor the health and wellbeing of our growing customer base at scale, as well as automate communications, log meetings, develop custom scoring models, and more. Given our customer success team's purview of ensuring the satisfaction and well-being of our customers, ChurnZero is an indispensable tool for us.
  • Automated drip communication cadences
  • At-a-glance account management
  • Automated data exports
  • UI and UX have a steep learning curve
  • Churnscore model could benefit from additional complexity and flexibility.
ChurnZero is a fantastic tool that's tailor-made for Customer Success teams, but it's fairly narrowly targeted at that niche. It's optimized for post-sales customer account management and that alone. ChurnZero is especially valuable for managing larger books of business at scale and less optimal for smaller, higher-touch BoBs for which automation is less critical.
Once configured, ChurnZero is a very powerful and capable tool, but as a result of reliance on integration with disparate CRM platforms, usability suffers from complicated and often unintuitive backend configuration. This is not entirely ChurnZero's fault, but it's a reality of building on this platform.
We've had fantastic support from our CSMs at ChurnZero, including Bri Adams and Kerry Finley, who deserve some kudos for the great work they do.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero helps us keep a finger on the pulse of our clients and how they interact with our systems. While our team hunkers down in the trenches, ChurnZero provides a cumulative view that allows us to make sure we keep a high level of user engagement. With hundreds of clients, this gives us a better idea of who needs to be kept up with while still allowing us to focus on the various tasks we deal with on a daily basis. The system is practically a member of the team in its own right.
  • Allows for flexible creation of user milestones and metrics that we want to keep track of as a company.
  • Provides a complete picture of customer activity.
  • Enables our team to work on our individual tasks while utilizing our data to provide efficient and insightful reporting metrics.
  • Platform definitely requires continuous training/consultation.
  • Product would be difficult to set up without help from the ChurnZero team.
  • Requires a large amount of time commitment from your internal team to maintain.
This is a truly impressive platform and tool for any business. Sure, it requires some effort and time to set up. However, ChurnZero has a team of dedicated and knowledgeable associates that will help you every step of the way. You really need to treat them like an extension of your own team, but the effort to get everything set up and functional is well worth it. Highly recommended.
I think the platform is pretty easy to get into and start using. I rate it a 9/10 because it does require some setup that you will either need someone who is tech-savvy or has time to work with the ChurnZero team in order to learn and get the most from the platform.
The representatives from the ChurnZero team are excellent. They are standing by for any problems that may come up as well as very active about working with your team to make sure that you have everything that you need. Regularly scheduled meetings without account representatives are an invaluable part of their process and we learn more about the platform each time we talk with them.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is a product that we utilize for the health management of our clients. We use it on a daily basis, and it has saved time through automated plays, health score generation, and many other tools that give us a much better view of what our clients are doing. I use ChurnZero for the management of daily tasks and operations, and it helps me get a quicker overall view of my current account workload.
  • Automate Life Time Journey
  • Create Tasks for To-Do's that are normally forgotten
  • Manage a large book of business more easily
  • ChurnZero needs more training resources
  • ChurnZero needs more reasons to be inside of their app, when I have so many competing software
  • ChurnZero needs more automation that can be built
Anytime I learn that someone in my organization isn't using ChurnZero, I do everything I can to quickly get them up to speed on how to use the product. I use ChurnZero daily, and I can't imagine being in my current role without utilizing it. My workload is heavy and ChurnZero makes it much more manageable.
As a product I use every single day, ChurnZero is an easy tool to implement with any team. Whether a veteran group of tenured staff or at a start-up, ChurnZero will help manage and automate all processes to make sure clients are performing optimally. Very easy to use, and very easy to incorporate.
Since training originally on how to use the product, I've had resources like the ChurnZero Academy, but no other real follow up from our Customer Success Rep. I would love to see or hear about at least some basics on best practices on utilizing ChurnZero, but most of what I have discovered has been my own research.
Klaas Schippers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is used by:
- Customer Success
- Product
- Marketing
- Senior Management
(- Onboarding to follow soon)

With the help of the automation that CZ provides us, we are able to have visibility on all of our customers. As we service thousands of them, a manually going into each and every account would just not be doable, not even with hundreds of CSM's! Thanks to the DevLess automation that CZ offers, all we needed to do was add a javascript line to our code, and CZ tracks which user is active, and where! Further to that, we added more 'events' that show us how healthy a customer is. If a customer shows signs of disengagement, we get alerts and can reach out. With a daily dashboard, all our CSMs have a place to work from. Thanks to the Slack integration, all of the company has access to the key details of each and every customer. Customer Success is not done by a department, it is carried out throughout the organisation, and CZ is at the center of it.
  • Churn scores.
  • In-App messages.
  • Reducing manual tasks!
  • Onboarding takes a lot of time.
  • Slack app is sometimes a little buggy.
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!
Lauren Dill, Ed.D. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We purchased ChurnZero to support a tech touch enablement process and it has delivered on that and so much more! It has become the core of how we not only do customer success but has helped to push and evolve the business to be more data-driven and data-rich. More importantly, individual CSMs, now feel empowered with what they own and we have been able to build out scalable playbooks that allow us to meet the needs of teams and the needs of our customers.
  • Customer Success
  • Onboarding
  • Insights into product roadmap
Well suited for start ups and high growth companies.
Ease of use and value of the product.
Adore our CSM Lucas.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero to judge customer health and predict churn. We have an active dashboard that helps us segment and see the health of customers based on segments we have set up. We also use ChurnZero to automate customer outreach and small admin task, finally it is used for surveys and eventually onboarding help (still to be set up).
  • Customer Health scoring
  • Segmenting Customers
  • Customer Comms Automation
  • Custom tables from Salesforce.
It is well suited for CS orgs looking to streamline and scale, it is not suited for Product Managers at scale.
The initial learning curve is steep, but once you learn segments you are set.
The support team through email is great, I have had great CSMs in the past, and current CSM is okay.
Score 9 out of 10
Vetted Review
Verified User
Review Source
My team uses ChurnZero for all things Customer Success Management. We track all customer details, notes, risk, usage, churn details, etc. It's an integral piece of our day-to-day supporting our customers. We also utilize ChurnZero for our NPS surveys, which is critical to our service/business improvements daily.
  • Fantastic segmentation engine across accounts, contacts and much more
  • Easy NPS flows
  • Great "Plays" or communication and internal notification cadences
  • The UI and UX can use improvement - mainly the Email editor is clunky and tough to format
  • When sync issues occur from ChurnZero to Salesforce, it's tricky understanding the full impact and details
ChurnZero is perfect when using a great CRM like Salesforce to connect to - makes it really easy on CSMs to fully track their book of business and all the key details alongside them.
This is the area I'd say ChurnZero could improve on. I have a lot of minor issues with things like the email editor, finding the correct merge fields, or custom fields to select and use. It never causes significant problems, but still, improvements would be welcomed.
Super, super fast support team and a top-notch CS team.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I work with ChurnZero on a daily basis to manage more customers through automation. I have become 5 times more effective at work due to ChurnZero. This helps me become more proactive towards customers.
  • Automated communication towards customers depending on their usage of our platform, both through emails and SMS.
  • Dynamic segmentation of customers.
  • Getting insights about customers makes it possible for me to become more proactive in my communication with customers.
  • The hierarchy if you are several teams working in ChurnZero but you don't want everyone to see all customers.
For people working with customers who want to become more proactive, this is a great tool. You become more efficient at work, can manage more customers at the same time as well as you getting more creative of thing you can develop towards customers.
I love ChurnZero and it had helped me a lot in my work life to manage my customers. The only thing not compatible with our company is when expanding the company and you don't want all employees in different regions to see each other's customers.
Quick and transparent.
Frank Bauer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I use ChurnZero to help monitor and track customers that are at risk of churning. ChurnZero allows me to see what are the main drivers when it comes to customer churn. I am also able to monitor tasks and action plans set in place for those customers to help mitigate their risk of churning.
  • Organization
  • Responsiveness
  • Creating Segments of Customers
  • Training
  • A bit busy
Scenarios that are helpful to monitor and track in ChurnZero are creating and maintaining a success plan with a customer who may not be as happy with the system or using it as much. I was able to monitor customer responses and usage and was able to pinpoint where they were having trouble.
I would give it this rating because I am able to use ChurnZero effectively every day. This allows me to stay on top of my work and remain organized and, in turn, hit my objectives in a timely manner.
I gave it this rating because I did feel supported when first learning the system, and I also enjoy the Success Center widget. It really allows me to see all things ChurnZero as it relates to my portfolio and our account as a whole.
May 13, 2022

ChurnZero is SaaS

Score 10 out of 10
Vetted Review
Verified User
Review Source
It helps to automatize a lot of our interactions with customers and also to filter and prioritize our daily tasks.
  • Custom Dashboards to filter our accounts and target specific fields.
  • Segments to filter our accounts
  • Playbooks to automatize actions
  • Command Center to have a quick view of my daily tasks
  • Custom Tables could be easier to read
  • I would like to add graphics to send on automatized emails
  • Plays more user friendly
It is very useful to prioritize accounts and automatize tasks
Some sections are very intuitive
Efficent
Aaron Schafer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero to organize and track each of our customer accounts. Integrating Salesforce, ZenDesk, and surveys we have access to pertinent information that we can quickly act on and plan for. The use of plays and alerts in conjunction with the external disparate systems allows us to stay on track and engaged.
  • Alerts
  • Segments
  • To Dos
  • Plays
  • Quick access to meeting notes.
  • Would like integration with Outlook tasks.
  • The ability to "pin" the sidebar open would be nice.
Well suited for customer success teams that want to progress and stay on top of their game while keeping their accounts engaged and successful. We use playbooks and journeys with specific formulas to automate or trigger alerts and tasks that help us stay on track.
The software is intuitive and easy to navigate.
Support is responsive and helpful.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Like most SaaS companies we struggled to consolidate all our customer data to create a full picture of customer sentiment, stickiness, and growth rates. We use several services (Hubspot, Zendesk, Intercom, our app, TeamWork, etc.) that contained customer data including the full customer lifecycle. We selected CZ to help us aggregate all our services, automate the customer facing onboarding flow, track usage, provide tooltips and guides, and collect customer feedback into a single platform.
  • Usage tracking - we can track the journey a use takes through our app to understand which pages are the most useful and to streamline paths to make their experience better.
  • Tooltips and guides - assuming you're not iframing anything, the tooltip and guides is super nice especially when launching a new feature or app. We relied on this functionality a lot, which allowed us to free up dev cycles for building apps and fixing bugs.
  • Analytics - The thing that set CZ apart from other services we reviewed were the analytics they provided out of the box. Assuming you've setup your environment properly you can accurately track potential churn before it happens, track growth rates, see real time workload on staff and much more.
  • Powerful segments - CZ operates on creating segments to containerize specific accounts and contacts. These segments have very powerful filtering capabilities, which enables someone to create all kinds of automations.
  • Segment object types walled off - CZ doesn't let you create a segment that contains filters for both contacts AND accounts, which can create a challenge when needing to find contacts by specific parent or child account attributes. For example, if you want to get a list of all contacts who belong to accounts with more than $50k annual revenue, it's not possible. Real bummer.
  • No segment filter for child accounts - CZ uses a parent --> child relationship when you have accounts which have sub accounts. However the filtering in CZ segments doesn't allow you to filter by objects that are a parent or a child or objects that exist in a parent or child.
  • No contact deduplication - If a user exists in a parent account (Hubspot for example) and a child account (the sub account from your app), that user will exist twice in your CZ environment with different contact IDs. They are not related in anyway and you cannot remove them unless they are removed from the source. CZ has a good reason for doing this, but it creates a ton of work to filter out contacts to avoid duplicates. Now if CZ segments had a in child account = yes/no filter option, then it wouldn't be such a big deal.
CZ is great for aggregating data from many sources and helping you build a more complete picture of your customer's journey in your app. You can lean on the included CSAT, NPS and other surveys to collect actional feedback from clients to help you improve your service and experience.

Where CZ struggles is when you have an app that supports multiple sub accounts and users that normally exist in more than one of those sub accounts. You end up with a bunch of duplicate contacts which requires you to have to go through and tag one contact on each account in order to avoid sending duplicate email blasts to customers.
CZ gets dense quickly and the learning curve is steep due to the required data and structured needed to make it work well. It takes several weeks to get everything connected and pulling the right data. When you get the data you need you may get stuck with duplicate contacts and an inability to filter across object types.
CZ support is fast and responsive. They usually get back to customers within a few hours after submitting a ticket. Support is typically email based, but they can do screensharing if a problem is too complex to resolve via email. If you pay for it, you can get a dedicated CSM who can help you out as well.
Will Patterson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We only recently completed our onboarding journey with ChurnZero, so we're still implementing the platform for the team. Though, we knew going into this journey exactly what we were looking to address with our company's first customer success platform. The primary business opportunities were in scaling our CSM team's ability to manage more accounts, improving our onboarding journey, and gaining a better idea of our customers' health through a dynamic customer health score (or ChurnScore).
  • Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
  • UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
  • Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.
  • Backend Visibility - Many of the integrations ChurnZero uses (CRM, Support, Atlassian, etc) only have very basic administration, to make any changes requires reaching out to their support team. (Though, their support team is extremely quick at making these changes so it hasn't been an issue at all for me). As a power user though, I miss having total and complete control over how a platform communicates with my other tools/databases.
  • I was a fan of Gainsight's Success Snapshot feature. ChurnZero doesn't have this functionality today, though they do have things like Custom Dashboards which can be shared that could be a possible segue for me until I find a replacement for automated QBRs for the team.
  • Customer Facing Product Roadmap - I know feature requests are collected by our CSM, but it'd be great to have visibility into what is in the near term as well as an active voice in what's being considered. I'm a fan of being able to see what other customers are asking for and being able to upvote or add comments.
I honestly believe that ChurnZero is one of the best customer success platforms on the market right now. It's entirely focused on being a best-of-breed platform for not just the CS Ops professional, but the CSMs who use it each and every day.
You can tell they put a lot of thought into the UI/UX for both the persons who administer the platform as well as the CSM who uses it.
Throughout the entire onboarding experience, I felt very well taken care of knowing I had a dedicated CSM and Implementation engineer FROM ChurnZero and not a contracted 3rd party. Post onboarding, I've had a handful of simple support requests that I've made via email and in every case, I was responded to promptly and with very little back and forth.
Gianna Cassio | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I use ChurnZero to manage my ~30 accounts. It helps me streamline tasks, quickly identify how each account is performing, log meeting activities, and where I should focus my time. I also enjoy being able to start journeys for my accounts, (for example an onboarding journey) that walks me through the onboarding steps as well as the ability to mass communicate to my accounts. I love ChurnZero because it helps keep me organized and on top of my accounts!
  • ChurnZero will help you stay organized with all of your accounts and help reduce account churn
  • ChurnZero will help you mass communicate to your accounts quickly and efficiently.
  • You can see what activity your accounts are doing (for us site creation) as well as how many meetings we've had, and the emails we have sent to them.
  • My manager can also check how my accounts are performing without asking me, which is a nice too!
  • I would like the Important Account Notes section to be scrollable, instead of expandable.
  • The ability to mass change the due date for tasks would be nice.
  • Muting alerts instead of having to exit them would be nice too.
ChurnZero is well suited for me because it allows me to manage my day more efficiently, set reminders to do in the future, and continue to manage my accounts and assist them in growing. We are still working on pulling more data into our ChurnZero, so I currently need to go to other systems to look this up, which currently takes me some time.
It's the first tool I've used to manage my accounts and it's been great to use and organize them.
I have not used ChurnZero's support yet.
Score 7 out of 10
Vetted Review
Verified User
Review Source
I use it to keep track of my customers and their usage. It helps me in keeping a track of customer support tickets, unpaid invoices, and other metrics.
  • Organise accounts
  • Help with useful insights
  • Tags against each account
  • The platform lags a lot sometimes
  • Regular sign outs are troublesome
  • Auto account reshuffling is hindering with ownership
  • Email composition is not friendly
Its best when you want to download your account book in a particular format. Its not great at email campaigns and in generic composing emails.
The product is good but has a lot of scope of improvement in terms of user friendliness
I do not know much about this since I have not used their support
Score 9 out of 10
Vetted Review
Verified User
Review Source
ChurnZero helps consolidate all our customer data and helps implement impactful customer success strategies.
  • Customer outreach
  • Automation
  • Consolidation of data
  • More work with customer data
  • Better UX
  • Better integrations
Excellent for growing customer success teams. But I worry it may not be perfect for large scale organizations
It’s great software but there is always room for improvement. The ability to do more with the data in ChurnZero
Excellent support
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero in our organization to overcome several post-sales hurdles for our customers who belong to different industries/verticals. We mainly use it to improve our customers' onboarding experience, drive user/product adoption to ultimately offer a better customer experience, and increase our customer growth through renewal and expansions to ultimately fight churn and maintain our customer base.
  • Data segmentation
  • Automation
  • Integration
  • Reporting
  • User interface
  • Resources
ChurnZero is a great tool for customer/data segmentation. It is a great way to help organize your customers in specific views for when you would like to break your customer base down to segments for any upselling campaigns or renewal automation workflows. We also take advantage of their top-notch metrics and events to always be on top of the game in terms of tracking down the current status of our customers.
ChurnZero is an amazing platform with a high level of granularity when it comes to tracking down and measuring the product onboarding, user adoption, metrics monitoring, renewal state, upselling opportunities, and churn rate of your customers. If only they had a better reporting engine and a slicker user interface, they would be very hard to compete with.
I have not had a chance to engage their support yet.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero largely to accurately track our customers and where they are in the onboarding journey as well as automate customer experience. We wanted a tool that could display the metrics we need for reporting AND scale our customer success department without scaling headcount.
  • CS automation
  • Customer journey tracking
  • Integrations with key tools
  • Customer reporting
  • Visually representing a customer journey. Not just the Journey, but showing how plays and segments interact with that journey so we can see the entire picture all at once. (Think: miro board)
  • There is some lacking functionality in the automation features including logic and triggering an action before a meeting is going to take place
  • I'd like to be able to customize everything. Some fields and set up are not customizable which is frustrating because not all pre-set fields are relevant to our use case.
ChurnZero is great for tracking and automating a customer journey. It isn't a project management tool though. We use different software to track things like feature requests, content requests, etc.
ChurnZero is very user-friendly. Sometimes it can be hard to find things in the admin section for the overall account set up. But it is easy to set up plays and journeys. One thing that Totango has is a visual setup of journeys and plays. That would be great to see on ChurnZero!
Super responsive and take the time to look into the issue to fully resolve it.
March 28, 2022

ChurnZero is my Hero!

Score 7 out of 10
Vetted Review
Verified User
Review Source
ESG is using ChurnZero to drive internal processes from deal close to wind down/churn. Through Customer Journeys, Playbooks, Alerts and Reporting mechanisms, we are able to create consistent internal processes for our Onboarding Managers and Program Managers. In leveraging ChurnScores and Live Exports within ChurnZero through meaningful data integration definitions, we are creating predictive analysis for customer risk and driving processes within the Task & Notification functionality in ChurnZero with clear action steps.
  • Journey Task & Milestone Tracking
  • Customer Health Scoring
  • Alerting via Data Changes
  • ChurnZero Created Fields for Customer Happenings
  • UI
  • UX
  • CZ Data Structure Support / Flexibility for Native Integrations
  • Playbooks to Support Email Messages to INTERNAL team members
  • Customizable Dashboards for Pro Edition
ChurnZero offers the most aesthetically pleasing UI and a UX that makes complex configurations and enablement achievable for admins across varying levels of expertise. As an admin, set up is a seamless experience. As a user, I have concrete functionality to enable me to be effective in my day-to-day; as well as strong visibility regarding what's happening with customers given ChurnZero's core functionality and Segments. I think there are areas where CZ (ChurnZero) could become an even better platform; data aggregation support across multiple sources for account insights and dashboard feasibility, internal email messaging via playbooks, and with more data structure flexibility.
Overall, I only have a few product enhancement requests. As a whole, ChurnZero is a really amazing product and platform.
Quick response time, great knowledge-base, knowledgable support employees.