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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January 04, 2023
Data-driven churn fighting!
Score 10 out of 10
Vetted Review
Verified User
ChurnZero has become the single source of truth for our client data and is therefore used across departments to share crucial information. This rich and customized database can be queried and filtered using the excellent Segments feature which has the power to consolidate and filter the data you have, to answer real-world business questions.
- Churn scores, and the ability to have several customized algorithms of score calculations, depending on factors such as the type or size of the client. This allows for accurate client health measurement using data points such as usage, communications, and journeys.
- The client database can be queried and filtered using the excellent Segments feature, which has the power to consolidate and filter the data you have, to answer real-world business questions.
- The view of all the data points consolidated in the churn score algorithm allows us to monitor the health of our clients accurately and in a timely manner.
- The Journeys feature is a great concept, but in reality, it is not very flexible compared to a proper project management tool. I heard this is being improved, but as of today, it’s not quite there.
January 03, 2023
A must-have tool for CSM's and Account Management Teams!
We use CZ for managing our customer journeys, especially the onboarding journey. It allows us to identify and address potential issues with customers and prepare them for renewal. It also allows us to segment our customers so that we can mass email certain groups of customers for specific purposes (i.e. new feature releases, offers, requests for reviews etc.). We also use the usage data in CZ to figure out which features our customers are/are not using and as well as if they're using the platform at all.
- Segmenting Customers for Individual Reachouts.
- Ability to filter segmentation by pretty much any usage data/metrics/health score.
- Ability to set up campaigns or 'plays' to automate reachouts and tasks.
- Additional customization options for how data is displayed inside account details page.
- Ability to duplicate segments.
December 22, 2022
Has potential but needs some improvements
Score 1 out of 10
Vetted Review
Verified User
We are working to get ChurnZero setup to help us with all aspects of client retention, including onboarding, mid contract monitoring, and renewals. Our client are marketers who run multi channel marketing campaigns and there is quite a bit of client training that goes into the onboarding process. We want ChurnZero to help us track the progress during this phase. We also want to monitor usage post onboarding to make sure that the client gets value from our solution. We would like ChurnZero to help us identify those clients at risk, way before we get to the renewal phase.
- Tracks upcoming renewals
- Segments customers based on flexible critera
- Provides a process to guide clients through a journey
- Getting information out to the key stake holders in the company in the form of reporting
- Needs to be easier to setup and configure
- Dashboards are not very flexible
December 22, 2022
Not very happy, haven't achieved ROI
Score 1 out of 10
Vetted Review
Verified User
We are attempting to use ChurnZero to support our client retention, staying ahead of churn, and allowing ChurnZero to inform us of red flags within accounts. We also use it in hopes of bettering the onboarding experience of new clients.
- Allows the user to automate communications based on client behavior
- In-App messaging
- From my experience, the product is not easy to use, even with great minds working, we haven't launched in almost a year.
- For a Churn software I feel it does not easilly track renewal percentages, this baffles me
- They do not provide real world working examples that we can model our implementation after, no proof it actually works or recommendations on how to set it up, just theory.
- In my opinion, it doesn't seem like they even use the product themselves, otherwise we should as a client feel like its working
December 22, 2022
I would not invest in ChurnZero again. Marketing is good, onboarding and support are 1 out of 10.
Score 1 out of 10
Vetted Review
Verified User
We purchased CZ for obvious reasons, to increase our client adoption and improve their experience. After a year we are still not able to use this product. CZ themselves recognize the problem and agree that they did not support us, do not have other users we can see how the product works, no references, no solutions architects to help. You ask for help in the onboard process and it takes them weeks to respond. I am so disappointed in the decision to implement this product, it has put our company back a year.
- I don't know yet. After a year we have not been able to implement due to support from CZ. they agree it is their support issue but have not improved the process in any significant way.
- Lack of onboarding support.
- Product is so difficult they themselves do not use it to onboard a client. KEY RED FLAG
- They don't have one client that will be used as a reference. Not one and we have asked them repeatedly.
- No solutions architects or professional services. Their marketing is good. But the product does not work.
December 15, 2022
Customer Health Meets Proactive Data
Customer Success and Onboarding team uses this. It addresses customer behavior scores, all customer communication, and allows our processes to be automated.
- Integration with Pendo
- Task automation
- Visibility of customer data
- Customer Health Scores
- Dashboards
- Email customizability with Plays/In-app
December 13, 2022
ChurnZero is great for not letting accounts slip through the cracks!
The biggest feature I used in ChurnZero is the tasks. Both automated and manual- it's great to have everything in one place.
- Automated tasks based on events
- Account Health overview
- Integration with multiple platforms
- Better training about tools available - I feel I could be using so much more but don’t know how
December 13, 2022
Excited about results & impact
We use ChurnZero to help our Client Success Team better manage our clients and assist them in getting the most out of our legal practice management software. It has been a game changer for us in learning more about the usage of different features and which ones drive the most adoption of our product.
- Client Management
- Proactive Outreach
- Client Health
- The sync & configuration could be smoother
- More ways to track user created data points over time (i.e. sentiment)
- More dynamic date range filters
December 13, 2022
ChurnZero - Happy client making clients happy!
ChurnZero has been beneficial to my organization as it does two major things for us. Firstly, it gives us a great (thorough yet brief) overview of our client's usage of our platform so that we are able to determine their likelihood of continuing to work with us. If we identify a problem early we can work to correct it and save the revenue.
The other incredibly helpful thing ChurnZero does is it allows us to set up and run a variety of plays/actions that go out both externally and internally. We use this function to ensure we don't 'forget' to connect with clients for too long and to make sure we are given quick insights as to what is or may be going on. This has been helpful!
The other incredibly helpful thing ChurnZero does is it allows us to set up and run a variety of plays/actions that go out both externally and internally. We use this function to ensure we don't 'forget' to connect with clients for too long and to make sure we are given quick insights as to what is or may be going on. This has been helpful!
- Snapshot on Client Usage
- Run plays to connect with Clients
- Run internal plays to ensure nothing get left behind
- More Dynamic Flexibility for the ChurnScore
- Integrate smoothly with our other 'Tools'/platforms
- It would be cool if CZ could determine if someone is active on platform vs just has it open in a 'background' tab
December 13, 2022
Great Product!
ChurnZero helps me keep track of current customer needs and usage of our product. I can form segments and plays based on specific use case criteria that help me reach customers and help me stay in contact with them. We especially like our customized ChurnScores. We're currently building scores to help us get better insight to each section of our product.
- Insight
- Details
- Outreach
- complexity
- training
We use ChurnZero to stay in touch with our current end users. We also use it for onboarding trial users and new users. We create alerts based on churn scores to signal when an end user may be preparing to churn so that we can reach out to them in advance before they churn. We are fairly new to ChurnZero, so some things we are still building internally, but we love it. It's very easy to use and the support is great.
- Create Churn scores
- Build plays for email campaigns
- Onboarding new users
- Building out Churn scores is complicated
- The ChurnZero Academy is just ok
- We have had 3 success managers in 6 months
December 10, 2022
ChurnZero in Customer Success
As a Customer Success Manager, I use ChurnZero to keep tabs on my book of clients. The customer health organization by color and score allows me to properly prioritize accounts and create actionable insights. This helps me keep my clients engaged to increase the likelihood of contract renewal and upsells.
- Automated organization of accounts
- Filtering capabilities
- DHC platform usage tracking
- Unpredictable glitches in account profiles. For example, one of my account profiles populated 0 users, despite no one manually changing this metric from 10.
- Increase in turnaround time for updates in Salesforce. Normally takes about a full 24 hours, which can make it hard to see if my business partner has already logged something.
- More user friendly interface for filtering segments. It took me a few months to adjust to the functionality.
December 05, 2022
#1 Software for Reducing Churn!
In our organization, ChurnZero is used to monitor client usage, and their journey status, and to also open the lines of communication between teams - to make sure we are servicing our clients in the best possible way throughout their implementation of our software.
- Tracks client engagement and usage with our product
- Tracks clients journey between teams
- Allows us to keep track of various client tasks
- Interactive 24/7 chat support functionality for all users
- Ability to delete past contacts, or mistakenly added contacts
November 17, 2022
ChurnZero is the tool every SaaS CSM needs.
ChurnZero is equal parts task list, email automation, report builder, and company pulse check. We use it daily to keep an eye on our customers and how well they are utilizing our product especially the deployment of assets which in our case are media pieces. ChurnZero plays a big role in customer retention and upsell through its customizable fields and reports.
- Email automation
- Task workflow
- Report building
- The terminology is a little strange. What's the difference between a journey and a play? Why are reports called segments? Can be a bit confusing at first.
- It's customizable to a point. But there are small differences between businesses that are sometimes hard to capture.
- Sending email through ChurnZero is great, but it's also hard to find the trail again in gmail.
November 08, 2022
Overall happy with the product
Churnzero is helpful for us to maintain unified data for all of our customers and a 360-degree view of our customer data. It helps us make automation flows to our customers so that our communication can be done efficiently. We are very happy with ChurnZero and its services.
- Integration
- data points capturing
- automation
- integration
- more customization
- reporting
October 28, 2022
Review of ChurnZero as a professional in a supporting role outside of a customer success team.
We use ChurnZero mainly to better manage our customer information, journeys, experiences and relationships. CZ has also been extremely instrumental in running the NPS campaign and process globally. CZ is a great tool for remote, distributed global customer success teams to come together and serves as a single, uniformed source of truth for standardizing processes on a global scale.
- Bring visibility to both details and important milestones
- Great visualization of data and the possibility to drill down to great depth if needed. So, it goes from the big picture to the needed nuances
- CZ performs great for integrations to other software tools.
- I value CZ Academy resources and the way they can bring together a group of people with the same passion and purpose for customer success.
- At first, it is difficult to get the hang of it and there are so many fields and different paths for a similar process. It takes time to strengthen the muscle memory to get really good at using it.
- Customer onboarding is easy and agile, but you always expect the most and have an extremely high bar for a brand named Churnzero, right. Mostly even the highest expectations are met.
- Sometimes in their effort at Churnzero to be proactive the use and interruption of their chat box feature can be a nuisance.
October 11, 2022
CZ is a Major Key for CSMs
ChurnZero empowers our CS team to have a healthier work-life balance. Because we are able to automate tasks, see information at a glance, and track vital data, it allows CSMs to focus on customers and provide proactive support. It cuts out human error while also letting us do more with the same amount of people. The data that is collected by CZ also helps us create strategies for the future that we did not have a great way of accessing before.
- Automation
- Data Collection
- Data Analysis
- Mitigate Churn
- Outdated product design
- Tedious playbook creation
- Time to onboard
September 29, 2022
ChurnZero is a must if you are in validation for CSM
For this year our focus is to put all customer info in one place as this did not exist in my company. With ChurnZero we found that tool and way more, as we found out all the processes we can automate with it.
- Automate your proecesses
- Complete overview of projects and customer life cycle
- Nice reporting options
- Delete accounts by myself (only possible via ChurnZero support)
- ChurnZero Knowledge base is on a low level - try to bring it more to users
- User should be able to create / edit their dashboards more to their needs
September 21, 2022
CZ is great!
Track accounts for renewals and upsells.
- Account journeys
- Account details in a quick and easy to read format
- Customer segments
- Alerts and notifications
- Email features need to be easier to configuration
- Make email more like gmail
- Email features
September 12, 2022
Churn won't be a problem with ChurnZero
ChurnZero has been implemented to support our customer success team in tracking engagement, usage, and deeper data analytics of our enterprise level customers.
- Notifying you of customers "in the red" according to your filters
- Great segmentation and reporting
- Automated sequences, plays, notifications
- Tracking for different users of the account
- The "save" button could be better placed or more clear in certain places
- The UI is slightly dated looking but there is a lot of information they need to provide so it's as clear as it could be
- Cloning certain automations more easily
September 08, 2022
Great platform for driving customer engagement!
ChurnZero drives our customer engagement through automated workflows leveraging data. This creates a consistent customer experience throughout the CS org and ensures we can easily transition customers from one CSM to another.
- ChurnZero provides the ability to see the high-level health of a customer by aggregating data across support, product adoption, engagement with CS, etc.
- ChurnZero holds all customer data allowing our team to leverage one central location to see everything they need to know about the customer ahead of interactions.
- ChurnZero is able to leverage all of the data points listed above to drive automation. This creates consistent and seamless customer interaction cadences.
- The UI is a little outdated, although it is still intuitive to use.
August 29, 2022
Honest review from a newer CSM
ChurnZero helps by tracking product usage, implementing NPS scores, providing options for proactive outreach, and easy to export data for analysis. Before ChurnZero, we were unable to project potential at-risk accounts and possible churn. We also didn't have the means to effectively fight churn. We went from reactive to proactive in our CSM department.
- ChurnScores are customizable variables that provide a quick evaluation of the overall health of an account/customer
- Exporting data is quick and easy and provides value for book of business reviews
- ChurnZero Plays is an amazing tool for proactive outreach with great customization features
- Being able to integrate our software as well as Salesforce with ChurnZero has been essential
- The ability to create Tasks and Log Activities on an account level provides clear communication throughout our team and aids in daily outlook planning and prioritizing
- We would love to see the ability to delete contacts from accounts when the person has left the company.
- I would love additional customization features when creating Plays, being able to stylize them even further to be eye-catching and pleasing.
- We have some customers who are active seasonally. We run into issues with the Usage Frequency field for these customers as sometimes they are marked as inactive. It would be cool if there was an on/off switch to mark an account Seasonal so this is taken into account for their usage. Or if the algorithm was able to check historical usage and identify the account as seasonal on its own.
August 09, 2022
ChrunZero is great for CSM's!
We use ChurnZero to log all of our interactions with our clients. we can also use it to see usage within the system. We also use it to mass communicate to them and then can use that to track those who open it.
- Lots of things that it can do!
- Keeps you organized!
- Send yourself tasks!
- Keep track of all client interactions
- There is so much that you can do that I don't know where to start!
- Wish it was easier to report on things.
August 09, 2022
ChurnZero is the CS lifecycle product you are looking for.
ChurnZero allows us to automate a lot of our CS processes, allowing for more team bandwidth and the ability for the company to keep the CS team lean. It also allows us to put a lot of information as well as customer communication for all types of updates and training in-app, which increases our app usage and enables our customers to confidently continue to use our product.
- In-App communication
- Automation of customer touch points
- Ability to move customers through journeys and plays automatically or manually depending on needs.
- This is not an implementation process that can be handled by one person unless they are given time. The process can be dev-less, but, it's going to be important to put a team on this implementation process to make sure that all bases are covered.
July 06, 2022
ChurnZero is a must have tool for Customer Service
ChurnZero identifies the activity of their use within our platform- DonorSearch. It can also be used as an organizational tool to generate reports and track tasks. My use case within ChurnZero is to identify clients who have low activity, so I can be proactive and reach out.
- Tracks usage
- Many filters for segmentation and reports
- Tracks tasks and productivity
- Links to Salesforce
- Currently the emails that we send out do not link up to Salesforce.
- Currently the usage isn't tracked within our billing system
- Interface with account plays can be confusing