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…
ChurnZero helps make more money!
ChurnZero is a no brainer if you care about churn!
ChurnZero Review
Superhero for Customer Success!
We need more integration.
Brings all relevant data front and center for easier account tracking and decision making
ChurnZero is leading the market
- Churnscores and risk
- Achieving first value with customer due to automated tracking
- Renewal motions
- Details on customers …
Game changer for any CSM
ChurnZero - Customer Success done right
Powerful CSM tool.
When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner
ChurnZero: Powerful made simple
Fantastic product, fantastic support!
Robust Platform
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
- Automated workflow (214)8.080%
- Product usage (214)7.979%
- Customer health scoring (219)7.979%
- Dashboards (216)7.070%
Reviewer Pros & Cons
Pricing
What is ChurnZero?
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.…
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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.
- 8.7Role-based user permissions(189) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
- 8.1API(163) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
- 8.2Integration with Salesforce.com(167) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Customer Data Extraction / Integration
Customer data extraction / integration
- 7.9Product usage(214) Ratings
The software integrates with your application to track how customers are using your product.
- 7.8Help desk / support tickets(173) Ratings
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Customer Success Management
Customer Success Management
- 8.1NPS surveys(194) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
- 4.7Sponsor tracking(76) Ratings
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
- 8Customer profiles(207) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
- 8Automated workflow(214) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
- 7.2Internal collaboration(181) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
- 7.9Customer health scoring(219) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
- 8.2Customer segmentation(213) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
- 7.9Customer health trends(211) Ratings
The software allows executives to view customer health trends over time.
- 8.1Engagement analytics(206) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
- 5.7Revenue forecasting(68) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
- 7Dashboards(216) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
ChurnZero Videos
ChurnZero Integrations
- Salesforce Sales Cloud
- HubSpot Marketing Hub
- NetSuite ERP
- Zendesk Suite
- Slack
- Microsoft Teams
- Spiro.ai
- Zoho CRM
- Chargebee
- Microsoft Dynamics 365
- Teamwork.com
- Help Scout
- Jira Software
- Teamwork Desk module
- HubSpot Service Hub
- Zoho Desk
- Freshdesk
- Jira Service Management
- Pendo.io
- Intercom
- Mixpanel
- Stripe Payments
- Recurly
- SaaSOptics now part of Maxio
- Maxio
- Wrike
- Asana
- Skilljar’s Customer Education LMS Platform
- Higher Logic Thrive
- ChartMogul
- GoTo Webinar
- Snowflake
- Higher Logic Vanilla
ChurnZero Competitors
ChurnZero Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
ChurnZero Downloadables
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(301)Attribute Ratings
- 8.7Likelihood to Renew5 ratings
- 9.1Availability1 rating
- 6.4Performance1 rating
- 6.2Usability130 ratings
- 5.9Support Rating122 ratings
- 7.3Online Training2 ratings
- 6.4In-Person Training1 rating
- 8.5Implementation Rating3 ratings
- 6.4Configurability1 rating
- 9.1Product Scalability1 rating
- 7.3Ease of integration1 rating
- 9.1Vendor post-sale1 rating
Reviews
(101-125 of 225)Love CZ!
- Playbooks.
- Automation.
- Viewing customer data.
- Some email templates can't be customized.
- Email signatures are very basic.
- Quirks like scrolling in reports you have to go all the way to the bottom of the page and then scroll one direction then scroll all the way up to the top of the page.
Are you ready to ChurnZero?
- ChurnZero has great notification capabilities. The daily alerts make a huge difference in how I assess where my accounts are and how to move forward with getting accounts back on track.
- ChurnZero's account data regarding the customer's message history syncs with Salesforce which is very helpful. It makes it easy to see who the last contacts I communicated with were.
- I love the ChurnZero dashboard regarding email and activity history. I appreciate that it allows me to see where I've touched accounts and where I have not.
- The tasks assigned to a journey are my biggest pain points. Each customer has varied journeys regarding how they "GO LIVE" and I would love to have the ability to really delete a task in ChurnZero since that's the place I add additional tasks. Instead, I have to delete tasks through Salesforce.
- The Dashboard settings don't always stay as I've set them, which can be frustrating, because instead of seeing my current accounts, I end up seeing all of the accounts I've ever worked with. I would like the ability to customize my dashboard with more specific user data, but I know that's not an included feature in my subscription.
- The lag time in ChurnZero can be a major pain. Sometimes, the updating process is very long and I have to refresh the page to ensure a task is actually completed. This also relates to adding a completed date in an assigned task that's related to journey. If I need to backdate the day the task was completed, it's not always consistent with completing the task.
Perfect solution you can mature into!
- Configurable contact and account alerts.
- Consolidation of information in one place.
- Actionable insights, objective analytics we can drive improvements from.
- play configuration can take some trial and error to get expectations right
- you do need someone internally with an analytical (and technical) aptitude to support a good adoption
- would be good to see their own in-app guides deployed against their own customer's deployments. For ex, in-app tips presented to ChurnZero users in areas they don't regularly use.
Updated Churn Zero Review After 2 Year Usage
- Track customer activity
- Send out automated messages
- Track NPS responses
- Link with Salesforce
- Note taking ability
- Allowing all reps to see customer specific notes
- Gmail integration- sending messages that do not look like spam w/o a ton of configuration
ChurnZero Platform Usability
- Customer Dashboarding and Presentation of Customer Health.
- Automation of email communication to specific customer segments or groupings.
- Integration to CRM like HubSpot to sync information.
- More in depth reporting or visual displays of the data.
- Expansion of the ability to adapt to Customer Health criteria based on data received.
- Tracking of customer notes and info on the company profile.
- ChurnZero provides visual health metrics of our customers and provides full visibility into customer activity.
- ChurnZero allows users to create segmented reports to automate workflow and create custom-centric initiatives.
- Our Customer Success Team can execute Onboarding, Adoption and Renewal strategies with playbooks, journeys and automated processes using ChurnZero.
- Creating workflows does get redundant when you are unable to duplicate tasks, milestones, etc across different Journeys/Playbooks.
- Creating segments for every initiative does get redundant and it forces us to create numerous fields in other CRM's that integrate with ChurnZero.
ChurnZero Certainly Leaves Zero Doubt
- Maintain Account Health Status (Green, Yellow, Red).
- Track Primary & Secondary Risk Identifiers.
- Track Next Upcoming Renewal Date/Contract Expiration.
- While customizable, there are way too many fields to be filled out within CZ, which can leave a lot of empty space for accounts to sift through.
- Notifications within ChurnZero can often be a burden and complicated to sift through.
- CS pulls all accounts for Salesforce and if Salesforce is (and it usually is) a mess then CZ will reflect this with duplicate accounts and a hard time trying and find the right one.
Great for segmenting
- Segmenting customers based on behavior.
- Syncing with Salesforce.
- Allowing multiple users to edit.
- Integration with gmail.
- Integration with Salesloft.
- Ability to track sends/opens on emails.
I recommend for all Customer Success Teams - easy, accurate data on customer health, user friendly
- Data accuracy of client.
- Understand the health of client.
- Automated follow up.
- Filtering segmented reports is difficult to understand.
- When you search the customer the automated search drop-down covers the customers to choose.
ChurnZero Review
- Communication.
- Segmentation.
- Net promoter score.
- Account snapshots.
- Custom reporting and dashboards.
- In-app tools.
Choose ChurnZero
- Creates tasks for the CSM to complete within the week.
- Communicates to the CSM when a customer is coming up for an Annual Review and tells us what sort of message needs to be sent.
- Can easily run segmented reports to understand how a CSM is tracking against quarterly goals.
- Ability for a user to export reports from ChurnZero.
- Ability to search for customers even with the incorrect spelling (have the system say "did you mean...").
- There are a few fields ChurnZero is not able to pull from our CRM system. I am still using ChurnZero and our CRM to get the full story for each customer.
Consider ChurnZero - You Won't Regret It
- Customer Service - Their Customer Success team (notably Naomi A.) and Technical Support Group (notably Matt S., Josh M., and Dash M.) are unparalleled in professionalism, empathy, and genuine interest in seeing our continued adoption of all features ChurnZero has to offer.
- ChurnScores - As mentioned earlier, adopting ChurnScores has granted us incredible visibility into how our customers are doing, but more importantly, how they receive value from our products and services. Most of our assumptions as to how and why our customers leveraged our product was outdated, and ChurnScores showed that to us.
- Journeys & Plays - ChurnScores are important, but not nearly as impactful if not paired with Journeys or Plays. Utilizing these features has enabled our Customer Success and Account Management teams to tactically engage their books of business in such a way that we engage with a focus on customer value, not the outcomes we seek to achieve as a company.
- User Experience - the look and feel of ChurnZero can be tough to adjust to, especially for us visual folks.
- Visibility into Account History - ChurnZero is constantly streaming valuable data from multiple systems - our CRM, our product, our billing system, our ticketing system, etc. As such, it's difficult to pinpoint why an account is no longer qualified for a segment. Since segments drive everything in ChurnZero, from plays to ChurnScores, there's a limit to how far I'm able to troubleshoot on my own without engaging ChurnZero's Technical Support team. They're great, but, being able to dig in and rectify issues on our own is our ideal outcome.
A CSM's Dream Platform!
- Comprehensive dashboards with varying metrics.
- ChurnScores to identify client health immediately.
- Easy to see client usage.
- Easy to create account segments.
- Better visibility into contacts section.
- Better customer facing journeys (customers can view notes on progress, etc.).
- Improved layout for tasks and reminders. Think of Apple reminders app (able to separate into buckets, etc.).
Efficiency and Churn Mitigation
- I love the dashboard that gives me a great snapshot of what I have going on.
- I love the ability to sort my accounts by churn score.
- I love the usage tab on the account profile so I can see if my customers are actually using the software.
- I wish things synced with Salesforce better. I don't like that I still have to go into Salesforce to update Contacts and wait for it to feed over.
- I wish the reporting functionality was a bit less clunky.
Essential to our Success
- Qualify clients for automated outreach based on a multitude of criteria.
- Makes it easy for CSMs to efficiently manage their clients.
- Effective at identifying client health using highly customizable health scores.
- Reporting could be a bit more robust.
- Ability to target clients in certain areas via a radius feature.
- More customizable options for client facing features like announcements and success panels.
Top Notch Experience with ChurnZero
- Customer success.
- Customer management.
- Organization and responsiveness.
Great product and even better support
- Automates basic tasks like customer reminders, renewals, and training milestones.
- Tracks customer Churn Scores and sentiment leveraging key product attributes and their usage.
- Allows for additional mechanisms of customer outreach that can be timely and nonintrusive.
- Dashboards very simplistic unless you pay for the Enterprise version.
- Could include walkthroughs with the Customer Journeys as they can become complex.
End User Review
- Allows you to take a quick view of all your accounts and rank them based on account health.
- Allows you to set r eminders of contacting customers and maintaining notes.
- Allows you to set alerts so that for example when a new account is created you are alerted.
- Allows us to go through and work on company campaigns in an effective manner.
- A mobile application that you could access while on the go would be fantastic.
- A better integration with Salesforce as we work with it daily.
- Ability to allow access to someone else while in the application if you are out of office.
Data oriented software especially for CSM's
- Data metrics
- Setting up the goals
- Graphical Representation
- Creating own Templates
- Creating own tables
- Documentation design
Great CRM tool
- Account management
- Logging activities
- Tracking numbers
- Reports
- Snapshot of current numbers
- Calendar Integration
- Custom reporting
ChurnZero is Awesome!
- Pull in data for all accounts and quickly assess the health of my client accounts.
- See dollar distribution and health - especially for higher contract value clients.
- Receive alerts for accounts where usage has increased or decreased recently (for example).
- Retrieve information on an account-by-account basis and review which pages in my platform are being used most often (and trended over time).
- I would love for the search bar at the top of the screen to be a different color to be more identifiable.
- I would like for the area on my dashboard called "Total Contract Amount by Churn Risk for All Accounts" to be clickable / hyperlinked.
- No other complaints.
- 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.
- I like how ChurnZero is built specifically for the Customer Success side of a business.
- It has all data we need to access front and center, and it also helps visualize our accounts as a whole and all of the upcoming tasks associated with them.
- ChurnZero is very simple to use, user-friendly, and helps automate many of the repetitive tasks a CSM does to support their clients.
- The biggest downside I see is that it does not sync Salesforce Events over to the platform. [ChurnZero] only [syncs] tasks.
- Events are helpful since they have a start and end time. [We've] had to change out [our] process to accommodate ChurnZero not having the [event] ability.
- It also does not have as robust reporting as some other platforms.
Excellent Tool and Brilliant Service
- Customer Success
- Pulls together insights from different places into one.
- Account health scores.
- Automating regular communications
- Time saver
- Inability to CC multiple individuals on one email.
- For journeys and plays, you need to have created the segments first, it would be a little easier if you could just add the criteria to the play itself rather than having separate segments.
- Flexibility - Lots of ways you can structure data and extract insights.
- Easy of use - the information architecture is set up in an intuitive manner.
- Support - The CS and support teams are very responsive and helpful.
- Text input fields are a bit clunky. Line breaks come out weird unless doing shift + enter.
- Some admin level features require saving twice to actually save something. This has been improved so that you don't lose work though!!
- The UI design is a little outdated.
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.
ChurnZero is our hero!
- Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
- Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
- Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.
- When creating a segment based on messages, there's currently no way to identify or add in which account is being messaged. There is user-level data to identify who sent or received the message, but no way to tie that user back to the account they're on. This is likely limited due to parent/child relationships where the same user might be listed on multiple accounts.
- There is no ability to create generic notes or tasks within ChurnZero - everything has to be tied to a specific account. We want to live in as few softwares as possible, so having to use something external for just general meeting notes or task lists can cause some fatigue and it would be great if there was just a generic section within the program.
- I generally find myself having multiple tabs of ChurnZero open at once, which is not really a problem in and of itself, but if there was some added functionality to not have a new page open for each new section (maybe building in previews instead), it could help with switching back and forth between different tabs.