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ChurnZero

ChurnZero

Overview

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success…

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Recent Reviews

ChurnZero is AWESOME!

10 out of 10
April 01, 2024
Incentivized
I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown …
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ChurnZero Review

10 out of 10
March 04, 2024
Incentivized
We use ChurnZero for our implementation and client success teams. ChurnZero has allowed us to build scalable processes for both functions …
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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 (215)
    8.0
    80%
  • Product usage (215)
    8.0
    80%
  • Customer health scoring (220)
    7.9
    79%
  • Dashboards (217)
    7.1
    71%

Reviewer Pros & Cons

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Verified User
Account Manager in Customer Service
Consumer Goods Company, 501-1000 employees
KB
Kyle Bell
Customer Success Manager
PTC (Computer Software, 10,001+ employees)
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Pricing

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ChurnZero

ChurnZero

N/A
Unavailable

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.…

Entry-level set up fee?

  • No setup fee

Offerings

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

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Gainsight CS

Gainsight CS

$2,500
Per Company Per Month
What is Gainsight CS?

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…

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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.7
Avg 8.7

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

8.2
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

7.9
Avg 8.7

Customer Success Management

Customer Success Management

7.5
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.2
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Product Details

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.

ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays, reporting, real-time alerts, walkthroughs, collaboration centers and more, and integrates with the user's CRM and tech stack.

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 an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible 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.
How ChurnZero is helping Untappd improve its onboarding and customer engagement while helping increase customer retention.
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...
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In Customer Success, creating and ideating on new content, strategies and engagements is key to building relationships and driving results. But it's a time-consuming task—which is why ChurnZero has launched Customer Success AI™. Now, ChurnZero can be asked for content or ideas...
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ChurnZero Integrations

ChurnZero Competitors

ChurnZero Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

ChurnZero Downloadables

Frequently Asked Questions

Gainsight CS, Totango, and ClientSuccess are common alternatives for ChurnZero.

Reviewers rate Role-based user permissions highest, with a score of 8.7.

The most common users of ChurnZero are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(305)

Attribute Ratings

Reviews

(1-25 of 130)
Companies can't remove reviews or game the system. Here's why
December 27, 2023

ChurnZero - Customer Success done right

Greg Watkins | TrustRadius Reviewer
Greg Watkins
Senior Customer Success Manager (Strategic Accounts)
Tipalti (Financial Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
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.
October 24, 2023

When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner

Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Wolf-Ekkehard Hindrichs
Solutions
XOi (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
Easy to use, also has in-app walkthroughs and videos -- anyone can pick it up and use ChurnZero without any significant training and a few minutes of clicking around
September 29, 2023

ChurnZero Automation

Verified User
Project Manager in Product Management
Accounting Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
The interface design is user friendly and has reporting and charts built in. We are excited to turn on the journeys and see the time savings and customer retention improvements.
September 29, 2023

I couldn't do my job without ChurnZero!

EI
Eden Ivie
Director of Client Success
MouthWatch (Health, Wellness and Fitness, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
Once ChurnZero is set up, it is easy to navigate and accomplish tasks within the software. From the dashboard, CSM's cab view upcoming tasks, emails to review and send, and accounts that might be in trouble. Managers and executives can monitor CSM's progress and overdue tasks as well as product and feature usage.
September 29, 2023

ChurnZero is my Work BFF

Verified User
Manager in Professional Services
Computer Software Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
I have not come across one tool in ChurnZero that I would not use. Yes, there can be a heavy lift in importing data and connecting outside systems, but once its in that data is truly eye-opening. There is a lot of configuration that goes into making a robust system like this work, buy you do get out of it what you put in. Like most technology, having someone to lead the implementation and understand the endpoint is key to bringing all the data together so it's complete and useful. It does take time to learn as well, but if you're in the system every day you can quickly see how all the tools interlink which leads to deeper understanding of the system and your accounts. Overall, as long as it is set up correctly on the admin side, its a very intuitive tool that is easy to use.
August 30, 2023

ChurnZero is Awesome!

Verified User
Manager in Customer Service
Information Technology & Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
ChurnZero is a super powerful tool and on a management level, we find it SUPER useful. We did struggle for a long time working to get our CS teams to be the end users as they found it a bit overwhelming. As time passed, we really focused on global elements, and the teams are focused more today on using ChurnZero for usage vs. communication (which has worked really well for us). We find a TON of value in ChurnZeo.
August 29, 2023

ChurnZero or Churn"Hero"

Holly Maddox, Ed.S | TrustRadius Reviewer
Holly Maddox, Ed.S
Client Success Manager
Crisp (Marketing & Advertising, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
It was easy to use with very little training. It is easy to navigate, and the tasks are easy to make as complete. There were no guessing games when I started using it, and I caught on very quickly to exactly where everything was. I have not had any issues not being able to find a component of it, or had to ask very many questions.
July 21, 2023

ChurnZero a game changer in the customer success world!

IS
Isaac Sprague
Customer Success Manager
Caliber Public Safety (Public Safety, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
ChurnZero makes my work life a complete game changer. I say it all the time ChurnZero is a one stop shop for data! I don't fumble through numerous different programs, try to remember different passwords, I literally login to CZ and it is right there in front of me.
July 12, 2023

Customer Churn-Automated

JR Austin | TrustRadius Reviewer
JR Austin
Customer Success Manager
AxisCare (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
My entire team is having a tough time adopting ChurnZero. I explain to them, at every opportunity, that initial setup is going to take time but the overall automation/time savings is well worth it.
I am learning new things about CZ every day and share that knowledge with my team.
June 20, 2023

ChurnZero is awesome

Alex Price | TrustRadius Reviewer
Alex Price
Client Success Manager
WatchMyCompetitor (Market Research, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
It is my daily lifeline into product usage and segmentation. Without it, I would be creating multiple spreadsheets and pages which I could lose or forget about. I have never used it before and within a matter of weeks I am up and running and coaching others on some of the functionality. Our CSM, Anca is also a legend and really helped me get set up and ready to take on the world.
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