Skip to main content
TrustRadius
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…

Read more
Recent Reviews

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 …
Continue reading
Read all reviews

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 (214)
    8.0
    80%
  • Product usage (214)
    7.9
    79%
  • Customer health scoring (219)
    7.9
    79%
  • Dashboards (216)
    7.0
    70%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

110 people also want pricing

Alternatives Pricing

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded…

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…

Return to navigation

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 8.6

Platform & Infrastructure

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

8.2
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.9
Avg 8.6

Customer Success Management

Customer Success Management

7.4
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
Return to navigation

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...
 Show More
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...
 Show More

ChurnZero Technical Details

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

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(301)

Attribute Ratings

Reviews

(101-125 of 225)
Companies can't remove reviews or game the system. Here's why
January 13, 2022

Love CZ!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our entire Customer Success team uses this from onboarding to customer success to growth and marketing. We automated as much as we can within the tool. We use data to set up plays and segments for our customers. We use ChurnZero to log all of our customer information and the tools drive our day-to-day work life.
  • 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.
We use ChurnZero to drive all aspects of our customer outreaches.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I use ChurnZero to manage my implementation data for customers that are in onboarding journeys. It's helpful to me to understand how many customers I've interacted with over a given period of time, and it's also helpful to understand what types of communication I've used to reach out to other customers. My dashboard and command center are two of my most-utilized aspects of ChurnZero because I have to implement 50-60 accounts at a time. In an implementation, I have to track the progress customers make with their implementation journeys. With having to provide one-on-one training to customers throughout a given week, leveraging ChurnZero makes it feasible for me to better understand how to connect to customers who may not be actively utilizing the software I'm implementing.
  • 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.
ChurnZero is a great tool to measure the likelihood that a customer is well-adopted to using your software. It also provides detail into the type of customer activities that have occurred throughout the course of a month, which is helpful to monitor if the user is simply logging in or if they're an active user of your software. I am not a fan of the tasks feature in ChurnZero. I have a task-oriented role as I'm in implementation, and the list of to-dos just piles higher and higher because it's not easily accessible to get to the tasks for each of my customers. If I delete a task, it will reappear unless I delete it in Salesforce. If I attempt to update my journey tasks, I have to navigate to the Journeys tab in the customer's profile, and I wish this aspect was more easily accessible as well. Sometimes it takes a lot of clicks to get to where I need to go.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are consolidating information from our internal/external applications, marketing communications, and sending surveys all under one platform. We are able to chirp outcomes directly in our Slack channels & objectively measure user sentiment as well as user community engagement to the wider organization.
  • 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.
Perfect for organizations that have access to data, even if they are not mature/ready to integrate or implement all features/functions from the start. You can grow and mature into the full use of ChurnZero, and adopt their more enterprise capabilities as you need them. Plays and surveys were used earlier than planned because the solution was easy to adopt. We started simple with CRM integration, then moved to manually import a few of our application events, like login, which gave us additional insight to support NPS & other survey feedback methods.
Jazmine Whitlock | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We utilize ChurnZero as our CRM platform for CSM's. We keep all of our customer notes in there. We also use it to schedule tasks and reminders for each CSM to keep track of the account and share with others what is going on. We have playlists for onboarding that we follow. we have tasks for EBRS to deliver to each customer. We also send our NPS surveys via ChurnZero. We track customer activity so we know who is clicking what in the portal and in emails. We send email campaigns through ChurnZero and have automated notifications sent to customers. We have Gmail and salesforce linked as well. We also have scheduled tasks for each CSM based on account for beta projects to let everyone see if the customer is interested in the new product and if they would pay money to use it.
  • 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
Churn zero is great to see who is active in a customer account as well as track a specific customer's activity. This way you know who your power users are and if someone is online so you can message them.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
At Proformex we leverage ChurnZero to help with our Customer health monitoring and pro-active communication. ChurnZero helps us identify customer health, in addition, to helping identify quickly which customers are leveraging key pieces of our software. From the usage metrics identified our Customer Success Managers have the ability to set up plays or journeys to trigger automatically.
  • 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.
Well suited for identifying overall customer health and helping to prioritize customers that need more attention. By identifying customers with low health, our CSM can quickly identify who they need to spend the most time with to increase the % of renewal.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Currently, ChurnZero is being used by our Customer Success Team. The problem we are solving with ChurnZero is setting up more automated processes that help our CSMs streamline and organize their day. Rather than our CSMs fire fighting and run by email inboxes, our CSMs can control their tasks by diving into ChurnZero and focusing on customer priorities. We can visually see our tasks, due dates, renewal dates, and the help of journeys and playbooks takes off time from our hands having to deal with manual processes.
  • 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 is well suited for customer-centric departments that use systems that have the ability to integrate with it. Although we currently are unable to connect our customer usage tool to ChurnZero, we still have the ability to create tasks and have visibility to customer needs.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
As a Customer Success Manager, my role is to be an advocate for our clients and ensure their continued success with our product portfolio. I utilize ChurnZero to keep track of my client accounts by updating any and all notes regarding the health of the account and interactions I have. ChurnZero allows us to maintain the health of clients and keep detailed notes so that we can continue to retain them as customers as well as track any upsell opportunities.
  • 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.
Because it is highly customizable, ChurnZero can be a very advantageous tool to utilize in keeping tabs on your clients and ongoing communication. On that same note, because it is highly customizable, your organization may be in control of what is mandatorily displayed as fields within accounts even though it may not be relevant.
November 16, 2021

Great for segmenting

Kara Morin | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It is being used by a few departments (sales, customer success, operations, marketing). It primarily is a way to engage with accounts and track meetings, notes, etc. We use it a lot in tandem with Salesforce. I use the segments feature the most. It is also a way for multiple users to collaborate across one account.
  • 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.
It is amazing for segmenting customers based on their behavior within our app, salesforce, our interactions with them, etc. I like the ability to send bulk messages to a subset of customers, but I hate that I cannot see sent messages in my outbox, nor can I track sends or clicks. I do not recommend it for that. It is great for Account Management/Customer Success.
Amy Roth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
CZ is used within our Customer Success department. It allows for the CSM to manage their organizations in a strategic manner. It's easy to use, allows for all customer information and follow-up to be recorded, automated emails and a great view of the entire account to review the health of the customer.
  • 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.
For SaaS companies in their Customer Success department or in a sales department. You can track the customer, view the health of the customer, create tasks for follow up and also automate follow-up emails.
October 26, 2021

ChurnZero Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero is used as our Customer Success Platform to track customer detail, send out NPS surveys and utilize walkthroughs and send communication. We are currently expanding our use in the next six months to include more automated alerts plays and segments to truly utilize as a source of truth for account management. I hope to also incorporate it with our Salesforce.
  • Communication.
  • Segmentation.
  • Net promoter score.
  • Account snapshots.
  • Custom reporting and dashboards.
  • In-app tools.
ChurnZero is great for a growing CS org. However, I can see our business outgrowing ChurnZero within the next few years if it doesn't step up to the plate in comparison with Gainsight.
October 26, 2021

Choose ChurnZero

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We utilize ChurnZero daily. By week, our customer base is put into a variety of plays (Annual Reviews, No Meetings in last 90 days, Check-ins, etc.) that correspond to some sort of action the CSM needs to take. Then by day, we fulfill the need of each play, jump into the application to check on analytics to see how customers are using our product, and log customer calls/training completed. Currently, only a few departments are using ChurnZero but I would imagine in the future more and more departments will be added. ChurnZero has helped the Customer Success department manage hundreds of customers effectively.
  • 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.
When your organization's customer base is growing rapidly, purchase ChurnZero. With the application, your Customer Success department can handle more customers than expected. ChurnZero will keep your team organized, lean, and effective with managing daily to-dos.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We utilize ChurnZero as our primary method of factoring Customer Health via ChurnScores. Additionally, our Customer Success teams utilize ChurnZero for onboarding & implementation (Journeys), strategic engagement (plays), management of daily activities (custom dashboards), and territory planning (Account Insight Reports). Operationalizing onboarding & implementation via Journeys has had a drastic correlation to a decrease in Freshman Client TTV. Most notably, by adopting ChurnZero's ChurnScore functionality, we're able to forecast net retention for the next 6-months with greater than 80% accuracy.
  • 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.
I've had the opportunity to serve as a reference for ChurnZero for several companies within our portfolio, as well as organizations within my network of Customer Success/Revenue Operations professionals. The only disclaimer I've ever given in my referral conversations is that the state of your data integrity going into your ChurnZero implementation is crucial. It's very important to understand what key systems you wish to integrate into ChurnZero, and how a record between those systems can be identified (i.e. a CRM ID or a Billing Account Number). If the state of the data is undefined or in need of reconciliation, a ChurnZero implementation is not appropriate until data integrity exists.
October 20, 2021

A CSM's Dream Platform!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
When I first started with my company, our CSM team had virtually no standard means of keeping track of our accounts as a whole. Each CSM had an entirely different way of managing their account such as using Google Sheets, using Salesforce, some people used OneNote notebooks to record interactions, etc. If you were not a very organized person, it was very easy to lose track of opportunities with accounts, and you could easily forget to follow up on many things. Now that our CSM team utilizes ChurnZero, all of the CSM's are finally working through the same standard process, and we are able to track all of our accounts' metrics by following a comprehensive CSM dashboard that was built out by our team leads. I am so much more organized and on top of my accounts than ever before now that we use ChurnZero. Before ChurnZero, we also had to look into each account to get an idea of the health of that account, and that process could take at least 5 minutes per account. Now that we can see ChurnScores and get quick metrics on account health, it has saved me so much time identifying account health.
  • 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.).
ChurnZero is well suited for any Customer Success team that wants to track customer usage metrics of software to ensure that customers are actively using the software in an optimized state. With ChurnZero, you can get a quick snapshot glance of a client's health by viewing a "ChurnScore" that is dependent on specific factors being met by that account. For example, a "Green" ChurnScore shows me that an account is utilizing all of their purchased licenses, is making submissions on a daily basis, has enabled 3 or more of our features, is regularly updating data, etc. ChurnZero also allows for comprehensive dashboards to be built out which can give me an immediate view into my overall book of business. We also use ChurnZero to create "onboarding journeys" which help keep our customers on track. ChurnZero may not be as useful for a role that does not manage a book of accounts, but for any role that manages many accounts at one time and needs to ensure proper account health (AM, CSM, etc.), ChurnZero would be very helpful!
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our Customer Success department is using ChurnZero to manage our accounts. It helps us identify the accounts that are most at risk and focus on those rather than the healthy accounts. It's helping us reduce our churn risk.
  • 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.
I live and breathe ChurnZero. I spend my entire workday functioning in the system. Looking up accounts, digging into their usage, see the last communication I've had with them, pulling reports. I love the ability to run Plays to keep me focused on certain projects. Overall it's a great product that helps me manage my day well.
October 12, 2021

Essential to our Success

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are using ChurnZero to make data-driven decisions and to streamline/automate various forms of targeted client communication. It allows us to quickly and easily qualify clients for targeted outreach based upon their usage, tenure, etc. It makes our communication more effective and our Client Success department much more efficient.
  • 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.
ChurnZero is incredibly beneficial to growing companies [that are] looking to support their client success teams and make them more effective. As a member of Client Success Operations, I am able to build out automated messaging, generate reports, identify trends, and monitor client health easily for the entire success team. This enables them to be both more efficient and more intentional with their client outreach.
Score 10 out of 10
Vetted Review
Verified User
ChurnZero is being used by our customer care team, implementation team, and customer success team as a central repository to store customer information, run automated plays and track customer progress in different journeys of the customer lifecycle.
  • Customer success.
  • Customer management.
  • Organization and responsiveness.
ChurnZero is most likely good for small/medium size companies across all industries. The application might not be as well suited for major enterprises that require more flexibility.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Currently being used by the CS and Sales departments. Allows CS teams to execute on the deliverables of the customer journey for customers of Encircle. Allows the team to automate trivial tasks and organize the CSMs' day to be more efficient in the delivery of onboarding, upselling, and renewing customer contracts.
  • 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.
ChurnZero is great for a Customer Success team that manages large numbers of customers. Lends itself well to guide customers through the customer lifecycle from onboarding to renewals. It is critical to ensure that backend critical data can be synched with ChurnZero and upfront efforts should be undertaken to ensure that this data is easily exposed prior to launching the product.
August 30, 2021

End User Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
As an organization, we deal with maintaining customer accounts and reducing churn account base. This is accomplished by maintaining communication with our customers and taking a proactive approach with customers so that we can address the areas of opportunities that may stem from support issues; areas of growth or other areas to grow and maintain the relationship. ChurnZero is being used so that we can properly identify any accounts that need attention and organize our communication so that we maintain the relationship with our customers in an effective way.
  • 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.
I would say that it is well suited if you would like to improve your organizational skills with your workload, understand your account health, and also maintain an understanding of the information. I personally do not see a scenario in which ChurnZero would not be beneficial.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our company is a data-driven company and we totally rely upon the data to see which customer may Churn in the future and proactively reach out before they make the decision. It is a very good data-driven software that I ever used. You can set the requirements and you can see them individually or as a company. Best software for the data out there for sure! Loving it!
  • Data metrics
  • Setting up the goals
  • Graphical Representation
  • Creating own Templates
  • Creating own tables
  • Documentation design
Not most of the software out there is data-driven to see where everything is. But ChurnZero has that ability and we love seeing those metrics all in one place.
June 30, 2021

Great CRM tool

Score 9 out of 10
Vetted Review
Verified User
My company is currently using this awesome service as a CRM tool. It is allowing us to manage tasks as well as log opportunities and activities within a specific account. Before ChurnZero, my company did not have a CRM tool, which was causing a lot of problems with follow-up and account management. Since starting with ChurnZero things have been absolutely amazing and I couldn’t be more happier with the service.
  • Account management
  • Logging activities
  • Tracking numbers
  • Reports
  • Snapshot of current numbers
  • Calendar Integration
  • Custom reporting
It allows me to utilize the service log my opportunities and create tasks for follow ups or even for team members to complete tasks. We rely heavily on departments completing tasks so if I can create a task or even a calendar invite churn allows me to coordinate everything
Score 7 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero is being used within Pathmatics to assess customer health, customize alerts across customers, assess platform usage and be able to run plays across various segments of our business. Currently, I find that the data is hugely helpful in working across my entire book of business, as opposed to looking account by account (which is also possible, in great detail). I especially like the Dashboard view, which gives me a very quick and succinct way to see the overall client book, distribution of dollars across 'risk levels' as well as accounts coming up for renewal.
  • 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.
Areas, where ChurnZero is very well suited, would be:
  • Quickly finding accounts that may be at high risk of churning.
  • Identifying, at a glance, which accounts may have dropped in usage (and if this is out of the ordinary for that specific account).
  • Identifying when usage has increased on an account - this may lead to more conversations, upsell opportunities or new executive contacts.
  • Being able to run email campaigns through the system targeted at specific people or accounts.
At this time I don't really have any scenarios I've felt that ChurnZero is not well suited.
Score 10 out of 10
Vetted Review
Verified User
We use ChurnZero for all of our client-facing team members. The biggest problem we are solving is visibility across the board on all of our clients to all the different people in our company that interact with our clients. We have also been able to achieve better consistency in the service we provide since our process is built right into ChurnZero. We have realized tons of time savings and the ability to roll out new wrinkles in our procedures [is] much more effortless. We can update email templates, add new automation, and create new segments that all provide value to our CSM team without them having to do or remember anything.
  • 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.
ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Louise Cunningham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Used by our Success team, Churn Zero allows us to identify growth and churn risks with the use of real-time data. It allows us to understand how individual users are engaging with the product and gain insights into the whole user base, not just the contacts we have the best relationships with. We were working blind before, talking to those who were shouting loudest and not always knowing about those who were quietly struggling.
  • 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.
If you want to bring data from a CRM, SAAS product and helpdesk together to get an overall view of what your clients are doing, it's a great tool!
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We're using ChurnZero for the Customer Success team. The rest of the company has insight via Slack, but primarily it's for the CS team. It's helping us consolidate data in one location so that we don't have to jump between several tools to see how an account is doing. Having a single source for our customer data is a tremendous time saver.
  • 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.
Great for managing customers health, communications, contacts.
Not great for marketing or sales exclusively. Works well in conjunction with other software for these things though (like HubSpot or Salesforce). If you are combining any of these systems with CZ it definitely helps to have them set up in at the same time though as the setup in HubSpot was tricky for us due to how our Sales and Marketing teams wanted to use HubSpot vs how it needed to be structured to play nicely with CZ.
James O'Neal | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero is specifically being using by the customer success team at CallRail. From a 30,000ft level, it's used to give us a good idea of what our day ahead looks like each morning. Do I have 2 or 3 customer meetings? Then I need to make sure I've logged as many if not more activities to show. It's also incredibly helpful to break down our very large customer base into bite sized segments - from these segments, we can target our accounts for industry-specific communication (i.e. healthcare, real estate, etc.) or set up custom alerts on these accounts such as an alert to tell us when it's been 30 days since our last communication or when a customer submits a support ticket. It really helps us manage our books of business without too much manual work.
  • 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.
ChurnZero is great for making account management easy and efficient. The main dashboard gives a high level overview of everything you have going on during a day (so long as you're using CZ to its fullest capability) to take the guess work out of what things you need to get done that day. We really benefit from being able to send out mass communication easily to certain segments of customers and CZ makes it effortless. It's also great for adapting over time - all you need to do to be successful segments is to start somewhere. Once you go along and have more detail, you can start filtering more and more to get your segments in a perfect spot for you. In this sense, ChurnZero is highly customizable.
Return to navigation