ChurnZero is AWESOME!
I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown …
Overview
What is ChurnZero?
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success…
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Popular Features
- Automated workflow (215)8.080%
- Product usage (215)8.080%
- Customer health scoring (220)7.979%
- Dashboards (217)7.171%
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What is ChurnZero?
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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 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 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
Reviewers rate Role-based user permissions highest, with a score of 8.7.
The most common users of ChurnZero are from Mid-sized Companies (51-1,000 employees).
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Reviews
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September 18, 2023
ChurnZero is a CS Must-Have.
We use ChurnZero to track usage, renewal, client, and sales data for our Customer Success Managers. Conveniently, ChurnZero syncs to SalesForce, which makes it easy for us to sync and send data between the two platforms. Our CSMs love CZ because it gives them a snapshot of their accounts, their health, potential churn "red flags," and more!
- Ability to create ChurnScores per product to give a snapshot of their health.
- Fully customizable solution that allows us to pick, choose, and build our interface to fit our needs (aka not standardized).
- Support! Their support team is incredible and fast.
- The ability for admin users to delete and edit custom fields.
- Ability to have users have multiple direct reports (e.g.: for creating alerts in your domain).
- Ability to update contact level and account level information between each other (e.g.: if you select a contact as a SPOC on the account level, then it updates the user on the contact level).
August 30, 2023
ChurnZero is Awesome!
We use ChurnZero for all things retention-focused (proactive and reactive retention). We focus heavily on product usage/lack thereof and work on product adoption goals. We do both these things through a series of direct-to-consumer touch points through ChurnZero and internal prompts for teams to take action on the account.
- Product usage data
- Customer communication
- Advanced segmentation/reporting
- I'd like the ability to sync data back and forth between Salesforce on the Task level. I think this is probably a pretty specific use case, though.
- I'd like the ability to export plays (to include emails in the play) in one file for reference
- Email editor with more advanced functionality.
August 29, 2023
ChurnZero or Churn"Hero"
ChurnZero is like having the MOST helpful assistant that keeps track of important tasks throughout the client journey. It sets up tasks linked to my calendar, and helps me make sure nothing falls through the cracks. The platform will auto-send surveys after tasks are done, so I can ensure every client gets a chance to provide feedback. ChurnZero helps everything running smoothly, connect better with my customers, and make decisions based on the feedback they provide. Personally, I love how my clients can fill out their survey after our call, and ChurnZero pushes it out to a Slack channel for visibility. My clients are always providing me with feedback that makes me super thankful I am valuable to them. ChurnZero reminds me of upcoming tasks and helps me ensure I am sending the emails, and logging the calls I have had. It solves organizational issues and provides transparency.
- Reminds me when a specific email template needs to be sent.
- Talks to Salesforce to log when calls and other tasks are completed.
- I wish ChurnZero talked to Front so that when I sent an email to Front, it would auto-tag it and know the task was completed.
- I wish you could mark an email as sent and not have to delete it if you choose not to send it through churn.
We use ChurnZero as essentially the main customer hub for information. Prior to CZ, we had data stored in various platforms across various systems. CZ allows me to quickly look up customer contact informatoin, settiment, products owned, and gauges their current temperature based on activity. This essentially has allowed me to jump to one site, and be able to jump page to page on that site and see everything on one customer.
- Ease of use. It is very easy to search literally anything on a customer.
- Ease of learning the software. Working in the industry Caliber does, and the adult element in general, people don't adapt to change well and are resistent to change. CZ made the change from our previous system super easy and the staff at CZ are always available to help.
- Integration with other software is awesome. From our support tickets, to billing, to contact management, making changes to keep data accurate and the data flowing back and forth between all software makes ChurnZero a must have.
- They need a phone app. Often times, I am out in the field traveling and trying to access some of ChurnZero on a phone Web browser can prove to be rather difficult and getting a laptop out may not be feasible.
- Uploading documentatoin could be a little easier. I am a note taker in OneNote, I wish it was a little easier to add a PDF copy of the note to the account.
- More accurate alerts. This I think maybe a user thing, but fine tuning alerts and the times they came. I used to get alerts for customer changes at 1 am and would get them in bulk. They would come to me three ways, text, email, and TEAMS so I was definitley clear and awake on the alert.
July 12, 2023
Customer Churn-Automated
My team uses ChurnZero to monitor and action against Customer Churn. It is integrated with our Software so we can see when users are in our system and what kind of features they are using/underutilizing.
I particularly use the CS AI tool to compose emails for me. Segments are created and alerts built around those.
I particularly use the CS AI tool to compose emails for me. Segments are created and alerts built around those.
- Segments/Alerts
- CS AI
- Playbook
- Email signature
- View area
July 10, 2023
CSMs love this and saves them a lot of time!
We use it for better control of the accounts and good customer service, making this tool available to the CSM to save time and have everything more organized. It is also useful for managers to be able to review the work of our direct reports without them feeling controlled or thinking that we want to micromanage them.
- Surveys sent to clients
- Reports and data analysis
- Traking of all emails sent to that address
- Some data could be better shown visually
July 10, 2023
ChurnZero: The Game-Changer for Customer Success
We use ChurnZero to scale our Customer Success team and process. ChurnZero helps us to understand customer health, activity, engagement and next steps (the overall customer journey). With the launch of ChurnZero we are able to focus our CS Teams' time on the customer rather than the burdens of admin task tracking.
- Customer Journey tracking
- Communication Templates/Plays
- Reporting
- AI
- UI/UX
July 07, 2023
Love ChurnZero!
ChurnZero is being used by our Customer Success department and helping us scale. It makes it possible for our CSMs to work with more customers by aggregating data and automating touch points. It also helps our CSMs know the next best actions they should be taking with their customers and gives them a tool to do most of their daily work.
- Automating touch points
- Aggregating data
- Identifying customer needs
- Could be better with true e-mail templates
- Ability to reply to e-mails from a inbox like page would be huge
- The visuals are a bit outdated
June 20, 2023
ChurnZero is awesome
We use ChurnZero to manage our renewal pipeline and monitor churn score changes, It is fantastic for this. I also use the tasks and call notes to filter through to salesforce to prevent multiple tasks. The segments and the plays also come un super handy - basically we use most of the functionality and I love it!
- User Friendly
- Intuitive
- Creativity
- creating segments
- creating plays could be slightly easier
- details behind parameters into the churn score
June 20, 2023
A CRM with Smart Automation and Easy Integration
We need a system to manage our customer data and their daily communication, billing, and growth status.ChurnZero helps us to provide the Churn, billing and other essential reports to analyze and manage our business.
- Manage Customer Data
- Gives a live overview of the Churn and other aspects of the customer
- Missing some of the functionality to integrate with other systems as per the business usecases
June 01, 2023
CS Hub, Easy Implementation, Great Customer Support
We primarily use ChurnZero to manage the day-to-day administrative activity of our accounts, track renewal and upsell opportunities, and keep a close eye on usage. We also leverage health scores to keep a close eye on what we can be doing to ensure the customer is reaching value in the expected amount of time.
- Easy to use command center for CSMs
- Raw Usage Data with details - easy to read and for customers to understand
- Accurate Health Scores based on the attributes that matter most to your business
- Would love an inbox connection - when using Plays, unless we CC/BCC ourselves, we can never find the message again in our email
- Would like a scheduling functionality added
With our EdTech company, we have lots of different users. From teachers to principals to district administrators, with ChurnZero we are able to segment our communications to create meaningful interactions for our customers! This saves us a ton of time and has increased our interactions with customers.
- ChurnZero's segments are a game changer for sending out meaningful customer interactions.
- ChurnZero provide exceptional customer success support for customer success teams!
- ChurnZero's platform allows for an incredible amount of customization in the health score tracking, customer journeys, and account information.
- Some of ChurnZero's features don't directly align with education / EdTech customer lifecycles, however our CSM has been incredibly helpful in finding alternative solutions with the product to support us.
- The navigation and viewing abilities can be challenging. For example the timeline for accounts and contacts is small and hard to see. However, all of the information is available, which is great.
- Customer surveys are not customizable at all purchasing levels.
May 29, 2023
ChurnZero review
Use as our customer success platform that helps subscription businesses fight churn, expand current accounts, increase product adoption, and optimize the customer experience. ChurnZero can help businesses to improve the overall customer experience by providing a variety of tools to engage with customers and help them get the most out of their product.
- Customer churn: Churn is a major problem for subscription businesses. ChurnZero helps businesses to identify and prevent churn by providing real-time insights into customer usage and engagement.
- Customer expansion: ChurnZero also helps businesses to expand their customer base by identifying customers who are likely to renew or upgrade their subscriptions.
- the 'Or ' functionality for plays
ChurnZero is our core customer communication platform and it's responsible for all current client health scores. Our Customer Success Management team spends most of their time in the platform, reviewing NPS and CSAT scores so that we can quickly provide support to customers whenever the need arises. We use ChurnZero for all NPS surveys, CSAT responses as well as plays to automate our dataflow and support alerts.
- Plays
- Health Score Customization
- Large number of features but more user friendly than its competition
- Professional Edition does not include decision trees in plays
- Pushing data to Salesforce from ChurnZero costs extra
May 02, 2023
Great product for bringing more value to your customers through better management at a fair price
Deliver enhanced value to our customers - be able to react quickly to customer feedback and behaviour
Monitor customer usage of our product and alert if dips
Standardisation in delivery and working with customers through Journeys
Automation through playbooks allowing us to be able to move to a high touch and low touch customer model
Better understanding of what success means for our customers
Monitor customer usage of our product and alert if dips
Standardisation in delivery and working with customers through Journeys
Automation through playbooks allowing us to be able to move to a high touch and low touch customer model
Better understanding of what success means for our customers
- Journeys - standardisation of delivery to customers
- Alerting on key customer behaviour
- Plays for automation
- CRM for customer accounts and contacts
- Slackbot integration - allowing a wider audience access to customer information
- Reporting - I understand the reporting functionality is an add on, but for a smaller start up like us, better reporting would allow us to demonstrate the value more easily within Panaseer and expose the benefits of ChurnZero more easily to a wider stakeholder group across the executive LT
Want to work smarter and not harder? ChurnZero has all the tools to help with that! This product allows our team to grow and scale while maintaining a consistent and thoughtful touch with our full book of business. The insights and transparency into customer behaviors and risk factors is hugely beneficial as is the ability to set up plays to reach unresponsive customers and those who might be lagging in the onboarding process timeline. I've only just started using CS AI for crafting customer emails and call scripts but I can already tell it is a GAME CHANGER!!! This will revolutionize the CS world and allow us all to be more effective without putting in overtime hours in order to do so.
- Customer behavior predictive factors and monitoring
- Automated plays to better engage unresponsive customers
- CS AI to craft the perfect customer email to get the response you are seeking
- Some of the CS AI prompts aren't as in-depth as I would like but they are a good start to create your own prompt from
- Some of our Salesforce fields have mapped over a bit awkwardly but that may have been due to implementation from our managers instead of the product capabilities
- The segments menu can be a bit difficult to sort through but that could be due to my user permissions and not the capabilities of the product
April 06, 2023
ChurnZero makes your day to day a breeze!
We use ChurnZero to capture client health information, as well as pull reporting, and task management. This gives us the ability to focus on the clients that need more attention, while easily keeping track of next steps. Segments really allow a streamlined processes, and are so incredibly helpful for looking at data, and mass completing certain items!
- Task Mangement
- Segments for Data
- Platform Ease
- Sync with Email and Calendar
- On demand client reporting
- Syncing with other CRM's
- High level account notes easily accessible
- Segments can be complicated to set up if youre just getting started
March 27, 2023
Good system that helps you do more with your customers
Using ChurnZero to manage customers on scale. Saves time, and you can efficiently manage lots of customers at once via tasks, journeys & plays.
- Task automation
- Segmenting - Filter which customers want to focus on based on criteria
- Build out automated journeys, based on the rules you set
- Timeline of events would make it easier to review all interactions with a customer (this is being developed by CZ currently, so they are listening to feedback!!)
- True reporting - Segments allows you to filter down and focus on select customers but it isn't a full reporting functionality
March 27, 2023
Intuitive and Informative!
Score 9 out of 10
Vetted Review
Verified User
I use ChurnZero to gauge the engagement and utilization of users for every account with our product, conduct analysis based on data we gather from ChurnZero. I love the fact you can see NPS data on every account and get a historical view into the interactions of the account's user with your product. The overall look and feel of the product are great and I highly recommend using it.
- NPS Reviews backlog
- Utilization and Engagement metrics
- UX/UI is great! very intuitive
- Flexibility around reporting
- Filtering and configuration around survey data
March 06, 2023
Great Product
We use ChurnZero to map the customer journey, we track product adoption and next steps with clients on the platform. We use it to flag clients who are at risk and who have high churn scores. The main use case for my organization is to have visibility of the client and use the insights that ChurnZero provides to make appropriate decisions.
- How comprehensive the platform is and the insights it provides.
- Integration with Salesforce
- Ability to track activities with clients
- Ability to create templates and plan next steps
- The Salesforce Integration took a long time, so it would have been great for it to have been done sooner
- My team would have greatly benefited from additional trainings
- The ability to set up plays could be made easier
March 04, 2023
Overall best Customer Management / Growth software
I use ChurnZero to organize any past communication, as well as any future outreach, activity usage, & customer growth/retention. With ChurnZero, I'm able to organize my customers and make sure all customers are seen, no matter the work load.
- Usage Report
- Custom Fields
- Segments
- ChurnScores
- Generating a more accurate churn scores from usage with other platforms
- Having Gmail messages automatically save on logged activities
- A more dynamic experience
March 03, 2023
Zero to worry about with ChurnZero
We use ChurnZero to curate information on Accounts and Contacts for our CSMs. Understanding how usage and interactions with our software from the end-user side is a valuable tool to connect with the customer, increase adoption and to show the ROI. We can also use the data to identify ways we can expand our offering (services, features, integrations etc.). On a weekly basis I am, using plays to help automate tasks, notifications and email correspondence.
We also depend on ChurnZero's WalkThroughs to help guide end-users with basic "how-to" or insights for our products. We use notifications to celebrate milestones and alert customers (and internal staff) when specific elements are reaching capacity. This also provides a touch-point for upselling/expansion.
We also depend on ChurnZero's WalkThroughs to help guide end-users with basic "how-to" or insights for our products. We use notifications to celebrate milestones and alert customers (and internal staff) when specific elements are reaching capacity. This also provides a touch-point for upselling/expansion.
- CZ has a diverse feature set
- The UI/UX is easy to use and is constantly being enhanced to work better
- Excellent usage metrics and tracking capabilities
- Branding controls for customer facing communications (pop-ups, walk throughs, notifications, etc.) is very comprehensive
- I often cannot find answers to what I'm looking for in the knowledge base or academy. Although I will say when I reach out to support I usually get an answer quickly.
- The Email HTML "Branding Templates" often do not maintain formatting and are not that robust.
- Testing the above formatting (for emails) is not always reliable.
- There are so many filters to factor in to segmenting content in CZ it is almost impossible to know them all. This honestly could be a positive, but when you search to segment something and cannot find the forest through the trees it can be frustrating.
February 15, 2023
CSM Review
We use CZ on a day to day basis for account management for customer success. With the use of CZ we are able to monitor daily usage of our platform, provide business kpi's, monitor csm engagement/workload, successfully implement plays to assist in general comms, journeys to track and monitor progress as well as tags and segments to strategically plan areas of focus for references, upsells etc. CZ has allowed us to gather NPS results that we can broadcast company wide and streamline communications between teams for a seamless experience on our customers end.
- Plays-automated comms
- Dashboards
- integrations
- I would love to see more flexibility in journeys
February 14, 2023
Churn Zero is the best assistant
As a not too big company, we used to have all our information about clients in different places and the follow-up was tedious and difficult. Also, we used to have different tools to automatized tasks, with CZ we can have all in just one place, automatized tasks in just one place, so we can follow up better our clients and help them grow with us.
- Presenting all the information of a client in one place
- Automatizing the tasks around the client management in a very easy way
- The customer care they have is the best, I am always advised by my CSM on how to do things better.
- They have very great tools that are available for more money, and probably they need to think is this very small companies that need them the most.
February 08, 2023
ChurnZero - the best CRM tool out there
Churnzero is used as a CRM for us at Inflo. We use it to understand our customers more and how they are using our software.
We can gauge usage, sentiment and health of a customer at a few clicks of the button.
We can gauge usage, sentiment and health of a customer at a few clicks of the button.
- Churnscores - giving you the chance to tailor the things that are important for your business into understanding if a customer is likely to churn
- NPS - surveys directly set up from plays through CZ
- Usage - stats on who is the best and what they are using
- incorporate more api's
- support system - include live chat bots etc..