ChurnZero Reviews

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86 Ratings
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Score 9.1 out of 100

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Reviews (26-50 of 75)

Anonymous | TrustRadius Reviewer
September 12, 2019

ChurnZero

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero for linking the Customer Success team with their respective client accounts. We track NPS, Support tickets, etc. through ChurnZero. We also send mass emails for the purpose of communicating any company-wide updates. We track health scores, login activity of the clients, and sync gmail with our ChurnZero accounts, so that when the account transitions to another success manager, he/she is updated with the latest communication.
  • To keep a tab on support tickets by syncing it with our official mails.
  • Mass email communications.
  • Upcoming renewals.
  • The UI could be friendlier. At the moment, I feel its little complex, as I feel lost inside the respective modules at times.
It's very good when it comes to giving alerts on the support tickets raised by your respective clients. It's a good way to communicate any downtime or company developments, such as product roadmap updates, etc. The contacts of all your stakeholders of different clients are in the respective merchant page, which makes it easier for the CSMs to fish out the contacts. When NPS is given, we know who is happy/unhappy with the product/service, which lets the success managers reach out to those specific stakeholders and understand their grievances.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using ChurnZero across all of our customer-facing teams which includes implementation, support and customer success. In addition to helping us track customer health scores, ChurnZero allows us to run in-app NPS surveys and has powerful tools for creating a customer experience using "plays" as they are called in the app.
  • NPS surveys in-app
  • In-app guidance
  • Email customer journeys via "plays"
  • Salesforce integration takes a lot of internal work for us.
For SaaS companies where churn potential can be measured by in-app indicators, I think ChurnZero is a natural fit and brings a lot of value. It's a powerful tool but you need to have enough data on hand to determine what metrics make good churn indicators and which ones do not. For organizations that haven't nailed that down yet, you might want to start there before adding ChurnZero to measure those things.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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We use ChurnZero to better understand our customers, their behavior, and how they interact with our product. The goal is to reduce churn, increase expansion/upsells, and to better develop our product to serve our customers' needs.
  • Usage Tracking.
  • Churnscores.
  • Segmenting.
  • Honestly, I can't think of any off the top of my head.
ChurnZero is great for getting a really granular understanding of your customer-base, and to be able to make decision and take action based on customer needs and activity. It can be a little overwhelming at first because of all the information you have access to, but they organize it very well.
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Sanjusha Kolli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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It is being used by the corporate department to help build out plays and journeys that automate our upgrade process. It allows us to be notified when we get assigned an account, and showcases the next steps in the process. We hope to set it up so that when one task is completed, it will trigger the next step.
  • The automation process organizes all the accounts and the steps to complete our project all in one place. It shows what step you're stuck on in a certain account which is very useful.
  • The ability to choose what can be manual and what is automatic helps customize the details.
  • Removes the need for numerous documents and also allows management to track progress.
  • The email that is sent out to clients does not tie to our company or that it's coming from Churnzero. It is too general which may confuse clients.
  • Attachments are not allowed which is not too important for right now but can be useful in the future.
ChurnZero increases visibility and allows more organization in the sense that I can easily track what needs review, what was newly assigned to me, and what I need to do next. The fact that it is in one place, and I can create my own plays to ensure it happens is very useful to my workflow.
Read Sanjusha Kolli's full review
Marcus Torres | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We currently use ChurnZero to better understand and forecast customer churn. It is currently only be used by the Client Success department. Specifically, we chose Churnzero because we believed that their tool would allow us to better scale and manage our client management system, but allow us to better forecast customer churn, while also give us more insight on usage and expansion opportunity based off of data.
  • An easy to navigate interface that allows admins to customize their user experience and focus on what is most important to their use case for the platform.
  • Their automation capabilities, specifically the ability to completely customize messaging that can be automatically created and used for completely different phases in the customer lifecycle.
  • Data, data, data. Their ability to integrate with multiple data points based on your needs was extremely impressive. The ability to use the data points within their platform and understand customer engagement in realtime, easily, all within the same tool is a home run.
  • Additional ways to view multiple accounts, currently you can only view one account. There are no additional tab options available in the platform.
  • More reporting options for historical meetings and correspondence.
Churnzero is a fantastic solution that allows teams to better forecast churn, but more importantly, give your team the ability to better automate and manage a client book more efficiently. When a rep is managing a book of business, the use of ChurnZero allows you to have a full insight of usage, sentiment, and account information all within one platform.
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Mete Kural | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero for customer success automation. It is primarily used by our Customer Success Department, but other departments take advantage of it via the Salesforce connected app ChurnZero has provided.
  • Tracking customer lifecycles
  • Automating customer communications
  • Driving product adoption
  • Analyzing churn
  • NPS campaigns
  • This is not specific to ChurnZero but customer success automation, and in fact, customer success, in general, is a new and fledgling field so it takes a good deal of educating internal teams on how to take advantage of customer success automation.
ChurnZero is amazing if your company has a customer success team. If you don't have a customer success team yet, your product team or customer support teams can lead initiatives to drive product adoption and churn fighting efforts using ChurnZero.
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Chad Schexnayder | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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ChurnZero has been adopted by our Client Success team, and it has been a game-changer. Our CS Team is utilizing the platform to monitor customer engagement and outreach. Creating plays allows us to monitor specific outreach goals per team member, and is automated enough to schedule recurring touchpoints during each customer's lifecycle.
  • Command Center: a great place for all CS team members to see which tasks they have remaining and what is upcoming.
  • Syncing: ChurnZero syncs with Zendesk, SFDC, and the API connection with our own platform, to monitor and report on usage/engagement.
  • Alerts: set up for when specific users take certain actions on the platform or enter low engagement.
  • I would make the editor to log activities larger by default, so that I can take notes without having to enlarge the window.
ChurnZero is great for CS teams, and for those who rely on customer information to always be up to date and monitored. The platform allows anyone to pick up exactly where they last left off with the client, since it enabled all correspondence to/from the customer to be rolled up into one place.
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Pedro Vittes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used by our Account Management and Customer Success team to assure that our customers are getting everything they need from the platform. With our product being in the SaaS world it is vitally important for us to know how much our customers are using our product. If we can identify a customer who is either doing very well or doing very poorly with the product it allows us to adjust accordingly and assure the customer gets what they need.
  • Customer tracking.
  • Metrics.
  • Ease of use.
  • Better automated emails.
  • Better customization of campaigns.
  • Better integrations into CRMS.
ChurnZero is fantastic for any companies that need to track a users performance. Overall, it directly identifies power user vs struggling users and makes it possible to adjust your strategy to each type of customer. It is simple yet elegant and allows you to really know what your customers are doing well and what they are doing poorly.
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Ben Butler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being utilized across several departments including Customer Success, Sales, and Product Specialists. The data reporting allows us to see trends and stay on top of our customer's journeys while also helping us take a proactive approach to at-risk of churn accounts. From an engagement perspective, the realtime data certainly helps us connect with our customers to help them see the value they are getting from our site. On the flip slide, the data also lets us strategize with customers who may be struggling to get things going and may need a boost in the right direction.
  • The command center dashboard/UI is fantastic and allows me to see all of my tasks and to-dos in one place.
  • The alerts/messaging/playbooks all work beautifully together where I can automatically receive a notification to interact with an account based on specific criteria that we set so that nothing falls through the cracks and we can stay on top of everything in a very manageable way.
  • Being able to track all of the customer activity within the site helps us to strategize with each and every one of our customers in a very specific manner allowing us to build much stronger relationships.
  • I have not had enough experience with ChurnZero to where I can recommend areas that could use improvement. As a new addition to the CSM team, our department is still getting a handle on all of the functionality and capabilities that ChurnZero provides.
ChurnZero is very well suited for Customer Success teams that want to build engaging and long lasting relationships with customers outside of the initial onboarding process. Whenever your software is involved in the process change management realm, being able to change strategies and approaches is important and ChurnZero will allow us to follow up with actual data to help keep the key decision makers accountable.
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Allison Cloyd | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We're using ChurnZero within our Customer Success team to manage all of our clients. We had data in multiple systems that we had to pull together by hand in order to get a semi-decent view of where an account was at, so we decided to implement CZ to make it easier for our CSM's to see and understand what was happening with an account. We're specifically interested in NPS and retention, and in using plays and journeys to better manage multiple onboardings at once.
  • Really fantastic on-boarding with the ChurnZero team.
  • Being able to deploy and segment multiple NPS surveys is a huge win.
  • Calculating account health scores is infinitely easier when all of your data is in one place.
  • I'd like to see a bit of an easier flow to create segments, or to jump to creating segments from another part of the app since they're required everywhere.
  • I would love to see a Slack integration for NPS responses included with access.
ChurnZero is really well suited for onboarding accounts and users -- journeys and plays make it really easy to keep track of what has happened and what still needs to happen. I really like being able to mass email or send in-app messages depending on who we're targeting without having to create lists by hand. It gives us the ability to work on accounts as a group since all of the data is in one place.
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José Antonio Zalem Hernández | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use it in a department of the company, and it helps us a lot to take the management and control of our clients, to see the use and the critical points of the client to help them improve. At the same time it helps us to allocate our time and makes work less stressful.
  • Customer management
  • Time saving
  • Autogestion
  • Integrate more information from the customer base
  • Greater customization in the To-Dos list
  • Journey times do not apply at the weekend
Any scenario in which the use or performance control of a client or many clients can be applied, including client retention, would recommend the use of ChurnZero. In the use of customer management for the marketing and sales area I do not see it as adaptable (I could be wrong).
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Dave Dorsey | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our entire Sales organization uses ChurnZero to proactively reach out to prospects when we can see they are engaging with our software. Insight provides us with what they are doing or have done so we can ask them about the experience with that feature to help close a sale.
  • Emails me promptly based on rules.
  • Allows me to see when a client becomes a paid subscriber.
  • Tells me about the interaction a client is using with the software we provide.
  • Make it easier to access directly from Salesforce.
  • More pre-created rules of engagement.
  • Allows editing the Dashboard.
If your company provides trials, ChurnZero is a great tool for tracking engagement from clients in the trial period.
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Mark E | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
My department uses ChurnZero to keep track of customer health. Churnzero allows us to monitor trends from customer satisfaction to the number of support incidents reported through integrations with Zendesk. The greatest benefit we gain from this software is the amount of time we save from business workflows. ChurnZero's features and integration flexibility allows us to efficiently carry out our department duties.
  • ChurnZero does well-creating workflows through journeys and plays.
  • Segments allow filtering of any actionable items.
  • NPS surveys and reports allow tracking of customer satisfaction.
  • Having recurring journeys would be great for journey scenarios that occur more than once
ChurnZero is well suited for monitoring and keeping track of customer health that includes customer satisfaction, products bought and support incidents.
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Brian Hartley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are currently using ChurnZero to help monitor engagement and activity within our client base. As we have a large number of clients, this platform is instrumental in allowing us to monitor usage from a single application. Currently, it is being used by client success but the data that originates in ChurnZero is exposed company-wide. It has helped us identify trends and get out in front of clients who may disengage.
  • Excellent customer service/success consultants.
  • Robust functionality.
  • Reliable.
  • Due to its robust nature, it can sometimes be overwhelming to navigate.
  • Integrating with Salesforce.com can have its perks and challenges, not related to ChurnZero but data integrity has to be top of mind.
If you have a large client base but limited resources to support, leveraging ChurnZero will help automate touch points.
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David McNerney | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used primarily in our customer success department, but the data/insights it provides are being used throughout the entire organization.
  • Playbooks/Journeys: very customizable, easy to trigger based on a variety of customer actions.
  • HealthScores: custom scores for various customer segments, automated scoring of our customers' health.
  • Calendar Tool: keeps me organized day-to-day and helps to stay on top of tasks/notes.
  • Set-up: I wish I had more control of my CZ set-up and didn't have to rely as much on my CSM to make changes.
  • Daily Updates to HealthScores: having to wait until the next day to see a change in score is frustrating.
Great for automating CSM processes and customer engagement.
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Emily Mikes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
CZ is being used by the Customer Success Departments. Trainers and those who work with current customers use the system to monitor usage and milestones achieved by new accounts as they start using our software. It allows us to see what accounts are at a high risk of canceling so we can proactively reach out to see what we can do to help them utilize our system.
  • Alerts you to accounts that have moved from medium risk to high risk and vice versa.
  • Easy to create and manage tasks.
  • Very simple to add filters to pull out different segments of a large customer base.
  • I wish there was a support number to call.
  • I wish it had a dialer.
  • I wish I could change the colors to a darker background, the white screen hurts my eyes.
Great if you have a large customer base and want to prioritize what accounts should be touched first.
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Richard Diener | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our client success team uses Churnzero daily to communicate with our clients, to track the client's usage, to gauge the likelihood of churn risk, to ensure clients invoices are paid, and to run playbooks based on specific occurrences. Although we use JIRA for Ops and Zendesk for support our client success team can see progress from both teams to better support our clients. We also use Churnzero's client success team as a model of how to provide client success services to our clients. I can't say enough how impressed I am with this company.
  • Segments clients into an unlimited number of categories so you can handle or review clients in batches.
  • Creates a scoring system to evaluate your clients use of your product to stay abreast of possible churn risk.
  • They walk the talk about their own client success team and are not bashful with sharing best practices,
  • It seems the UI is always improving so the minor points I notice will likely be fixed soon.
  • Some of the notifications on the dashboard could allow you to click right on it and take you to the relevant data, but this too is likely being done.
  • Have an outward facing task list for clients, but this is on the development map as I understand it.
I can only speak to situations where client values are high. I see more than enough opportunities for customization to execute on world-class client success. Churnzero has this space figured out. Other software I have used only goes part of the way. For companies with tens of thousands of clients, I cannot speak to the application.
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Felipe del Sol F. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero helps us understand our customers and automate the communications with them. Allows us to understand what they are using and engage them with all the features so we minimize churn. With ChurnZero we established our onboarding process and can follow it in detail with every new customer.
  • Automate messages depending on usage, country, type, plan, etc.
  • Getting a proper onboarding process in place
  • Understand users
  • Dashboard of Team activities
  • Dashboards in general
If you want to establish and follow an onboarding process, measure usage in detail, have the control on every customer and make more efficient communications with customers, ChurnZero is the way to go. Every customer success team should have it.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Currently, it is only being used for the Account Management and Sales Operations teams. The main business problems that it addresses is reducing churn through the use of more insightful data and analytics. It also helps our team with adoption and upsells efforts by having the ability to create segments and automate campaigns and workflows from there.
  • Segments: The ability to pull a seemingly infinite amount of contact and account related segments based off of account data that helps to drive strategic activities for us as account managers, whether it's getting in front of Churn when we see certain usage data or whether it's being able to identify upsell opportunities
  • Automation: The ability to automate saves a ton of time, being able to bulk send campaign or renewal email and run plays for all different segments of contacts frees up time for other activities.
  • Integrations: Churnzero has great integration with Salesforce, not only does it save time from having to use multiple platforms and applications but it has bi-directional sync which helps with data integrity.
  • The segments section is a little overwhelming to use in the beginning, a lot going on there to digest when started but it's because there are so many segments you can create.
  • Home page dashboard is a bit cluttered, lots of information and data squeezed onto one page.
Churnzero is well suited for sales, success and operations departments. Not so much on the acquisition side of a company but any scenario where you are in a customer-facing sales/success role (and even non-customer-facing Ops role), it would be beneficial. There are so many data points, insights, and automations that can really help you strategize how to connect with, retain and grow your customers.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use ChurnZero to help automate our account management workflows. In the past, all of the account reviews were done manually. Now, the team is alerted to changes in account activity. This has let us focus our resources where they are needed. We have seen an increase in retention already and only have more planned for the future.
  • Usage data capture on a user and account level
  • Automate plays to included tasks, emails, and in-app announcements
  • Salesforce integration
  • The reporting is very robust and I don't have any suggestions for improvement
This is a great tool for any SaaS Companies.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being used to track our client's usage on our web tool and mobile app. The client success department uses it to track when our clients are using the software on a daily basis and what aspects they are using. It addresses the clients who begin slipping with no other indicator that they are unhappy with the service.
  • Customer Service Managers who actually take the time to connect with you over email and GoToMeeting to ensure you are using the software at its best potential.
  • Tracks daily usage, monthly usage, allows you to see all timelines for reports.
  • Easy to follow software once the first training has occurred.
  • Easy to change settings without feeling like its a 'drastic change'.
  • Specific on number of active users which puts a damper on a new employee trying to learn the software.
  • Many aspects to try and understand at first before knowing what you are doing.
Companies offering software that should be being used daily would benefit from ChurnZero as it gives you an easy at a glance look at what progress your clients are making. It would be less appropriate if you are not centralized around a technology that needs to be tracked on the daily.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is being mainly used by our customer-facing team, Customer Success, Marketing, and Enterprise team. Although we have a few internal tools that we use to help us identify customer use, history, and pull insight about their account, there are multiple tools our team has to bounce between and unable to get the full picture. With ChurnZero, it is providing us the opportunity to review accounts with more insights all in one place that all users in the organization can review as well.
  • Allow for integration across multiple platforms that provide data about your accounts.
  • Plays and journeys allow our team to do outreach to multiple customers all without leaving my command center.
  • Alerts me when a customer has submitted a support ticket even if I am not logged into ChurnZero.
  • More understanding in the difference between plays and journeys to truly utilize to their full potential.
  • allow for font tools in the notes.
I have found ChurnZero to be more user-friendly and adaptable than Gainsight, a huge plus! Based on feedback from my Director, the integration of third-party platforms has not been as difficult or a headache compared to Gainsight. Additionally, the pop-ups from my tasks or things I need to review I find to be great in that I do not need to leave the dashboard.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is used by our client success team to do event-based account management and automation of client nurture campaigns.
  • Intuitive UI.
  • Highly customizable.
  • Understands the client success role well.
  • Doesn't work well with multiple billing currencies.
It's great if you have some flexibility in your CS process, or are open to adopting some new best practices. Also, it's most powerful if you're able to integrate it with your other tools or your own software platform (if you have one). If you bill in multiple currencies, be prepared to adopt some workarounds.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our CSM team are the primary users of ChurnZero. Renewal emails, introduction emails and automation are the main use case to date.
  • Automated email and segmentation allow us to streamline our processes
  • Churn scores are a great way to quickly see if our customers are at risk.
  • I really like the live export feature that has been introduced. Exporting the segmented data to Google Sheets and using Google Data Studio allows another level of reporting and dashboard creation.
  • Actual reporting within the application is quite limited. Relies on exporting data if you want to manipulate it in any way.
  • The data and dashboards they have are nice, however, it would be nice to have a reporting tool within the application similar to Salesforce where you can create your own reports.
Allows our users to manipulate Salesforce data in a way that is not easy to do in Salesforce. Native reporting and charts and graphs could be better.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is being used across the entire organization. On the Training side, we use it to ensure our clients are benefiting from our training. Using ChurnZero allows us insight into the specific areas they are spending the most time on with our software, setting up alerts to ensure that we are touching base with clients not using our software, and plays to be sure we are reaching the correct people.
  • The interface is user-friendly.
  • Provides clear and effective insight into how clients are using our software.
  • The training we were provided from the ChurnZero staff was incredibly insightful.
  • I don't have any weaknesses at this point.
If you are looking for detailed information on how your clients are using your software, this tool is the perfect fit. As someone who has never worked with a software like ChurnZero before, after one call with Abby, we felt like we had been using it for years. It is easy to use and incredibly valuable at providing details on how and how often clients are using our software. It also allows us to get directly in front of the user by easily adding pop-ups in our software.
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Feature Scorecard Summary

Role-based user permissions (62)
8.5
API (57)
8.5
Integration with Salesforce.com (53)
8.6
Product usage (72)
8.5
Help desk / support tickets (59)
8.4
NPS surveys (60)
8.5
Sponsor tracking (25)
7.9
Customer profiles (68)
8.5
Automated workflow (72)
8.5
Internal collaboration (57)
8.1
Customer health scoring (73)
8.7
Customer segmentation (72)
8.9
Customer health trends (70)
8.5
Engagement analytics (71)
8.6
Dashboards (73)
8.3

About ChurnZero

ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, (2) assesses customer health and likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. The vendor says ChurnZero customers see ROI in terms of more productive and better informed customer success managers who can provide their customers with better just-in-time service from the automated playbooks.
Categories:  Customer Success

ChurnZero Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Does not have featureRevenue forecasting
Has featureDashboards
Does not have featureCustomer lifetime value
Does not have featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureIn-app communication

ChurnZero Screenshots

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Support Options

 Paid Version
Phone
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ChurnZero Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No