ChurnZero

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.

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.

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.

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.

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.

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!

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.

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.

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.

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!

Well suited for start ups and high growth companies.

Ease of use and value of the product.

Adore our CSM Lucas.

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.

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.

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.

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.

It is very useful to prioritize accounts and automatize tasks

Some sections are very intuitive

Efficent

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.

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.

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.

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.

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

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

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.

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.

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.