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 …
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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…
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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 and Ratings
(305)Attribute Ratings
Reviews
(76-100 of 226)Companies can't remove reviews or game the system. Here's why
At my company, we use ChurnZero to get an idea of how our clients are doing using our product, their process of adopting it, and identifying the risk of clients who aren't getting value from what we offer. This allows us to proactively help clients who may not even realize they aren't getting as much out of our product as they could.
- Automating parts of customer experience.
- Identifying cancelation risks.
- Identifying client adoption of product.
- Custom Date range for the usage panel on a Customer Profile.
- Custom Links for linking to different internal systems that there may not be a direct integration for.
- Connecting to a VoIP system like Ring Central would be cool, so I don't have to always go into my CRM to make client calls but it's definitely a "nice to have" and not critical.
July 02, 2022
A Great CRM for Success
Score 10 out of 10
Vetted Review
Verified User
We use ChurnZero for our Customer Success teams daily functions. ChurnZero has enabled us to begin proactive outreach and management of our clients which helps to encourage renewal and upsell opportunities. Our current client total is close to 150 with 3 subscription types however ChurnZero absolutely is a great fit for both smaller and larger companies. It assists us in onboarding, in-flight and renewal engagements with clients.
- Proactive client management
- Training and client education
- Renewal and upsell identification
- Upsell Identification
- Training Hubs
- Multi-integration
Our Customer Success Team was on the left side of the maturity and sophistication curve, before ChurnZero we were managing customer lists in spreadsheets and manually keeping track of renewals, customer issues, and complaints. We were simply falling behind and being extremely reactive. With ChurnZero we can now be PROACTIVE with our customers!
- Account scoring.
- Churn modeling/projecting.
- Reporting and account dashboards.
- Automated journeys.
- Customer segmentation.
- Lack of real time data updates, the churn score, which is the basics of ChurnZero, does not update in real time.
- Reporting can be a little laggy in the UI.
- Need to refresh segments to see changes in data/reports.
ChurnZero is a crucial part of my team's everyday software stack and acts as the primary home 'hub' for most of the activities we conduct each and every day. It allows us to monitor the health and wellbeing of our growing customer base at scale, as well as automate communications, log meetings, develop custom scoring models, and more. Given our customer success team's purview of ensuring the satisfaction and well-being of our customers, ChurnZero is an indispensable tool for us.
- Automated drip communication cadences
- At-a-glance account management
- Automated data exports
- UI and UX have a steep learning curve
- Churnscore model could benefit from additional complexity and flexibility.
ChurnZero helps us keep a finger on the pulse of our clients and how they interact with our systems. While our team hunkers down in the trenches, ChurnZero provides a cumulative view that allows us to make sure we keep a high level of user engagement. With hundreds of clients, this gives us a better idea of who needs to be kept up with while still allowing us to focus on the various tasks we deal with on a daily basis. The system is practically a member of the team in its own right.
- Allows for flexible creation of user milestones and metrics that we want to keep track of as a company.
- Provides a complete picture of customer activity.
- Enables our team to work on our individual tasks while utilizing our data to provide efficient and insightful reporting metrics.
- Platform definitely requires continuous training/consultation.
- Product would be difficult to set up without help from the ChurnZero team.
- Requires a large amount of time commitment from your internal team to maintain.
June 09, 2022
A General Review of ChurnZero
Score 10 out of 10
Vetted Review
Verified User
ChurnZero is a product that we utilize for the health management of our clients. We use it on a daily basis, and it has saved time through automated plays, health score generation, and many other tools that give us a much better view of what our clients are doing. I use ChurnZero for the management of daily tasks and operations, and it helps me get a quicker overall view of my current account workload.
- Automate Life Time Journey
- Create Tasks for To-Do's that are normally forgotten
- Manage a large book of business more easily
- ChurnZero needs more training resources
- ChurnZero needs more reasons to be inside of their app, when I have so many competing software
- ChurnZero needs more automation that can be built
May 31, 2022
ChurnZero - The Gift That Keeps on Giving
We purchased ChurnZero to support a tech touch enablement process and it has delivered on that and so much more! It has become the core of how we not only do customer success but has helped to push and evolve the business to be more data-driven and data-rich. More importantly, individual CSMs, now feel empowered with what they own and we have been able to build out scalable playbooks that allow us to meet the needs of teams and the needs of our customers.
- Customer Success
- Onboarding
- Insights into product roadmap
We use ChurnZero to judge customer health and predict churn. We have an active dashboard that helps us segment and see the health of customers based on segments we have set up. We also use ChurnZero to automate customer outreach and small admin task, finally it is used for surveys and eventually onboarding help (still to be set up).
- Customer Health scoring
- Segmenting Customers
- Customer Comms Automation
- Custom tables from Salesforce.
May 27, 2022
A top notch CS platform
My team uses ChurnZero for all things Customer Success Management. We track all customer details, notes, risk, usage, churn details, etc. It's an integral piece of our day-to-day supporting our customers. We also utilize ChurnZero for our NPS surveys, which is critical to our service/business improvements daily.
- Fantastic segmentation engine across accounts, contacts and much more
- Easy NPS flows
- Great "Plays" or communication and internal notification cadences
- The UI and UX can use improvement - mainly the Email editor is clunky and tough to format
- When sync issues occur from ChurnZero to Salesforce, it's tricky understanding the full impact and details
I work with ChurnZero on a daily basis to manage more customers through automation. I have become 5 times more effective at work due to ChurnZero. This helps me become more proactive towards customers.
- Automated communication towards customers depending on their usage of our platform, both through emails and SMS.
- Dynamic segmentation of customers.
- Getting insights about customers makes it possible for me to become more proactive in my communication with customers.
- The hierarchy if you are several teams working in ChurnZero but you don't want everyone to see all customers.
May 13, 2022
En Route to Zero Churn with Churn Zero
I use ChurnZero to help monitor and track customers that are at risk of churning. ChurnZero allows me to see what are the main drivers when it comes to customer churn. I am also able to monitor tasks and action plans set in place for those customers to help mitigate their risk of churning.
- Organization
- Responsiveness
- Creating Segments of Customers
- Training
- A bit busy
May 13, 2022
ChurnZero is SaaS
Score 10 out of 10
Vetted Review
Verified User
It helps to automatize a lot of our interactions with customers and also to filter and prioritize our daily tasks.
- Custom Dashboards to filter our accounts and target specific fields.
- Segments to filter our accounts
- Playbooks to automatize actions
- Command Center to have a quick view of my daily tasks
- Custom Tables could be easier to read
- I would like to add graphics to send on automatized emails
- Plays more user friendly
May 12, 2022
ChurnZero is a game changer
Score 10 out of 10
Vetted Review
Verified User
We use ChurnZero to organize and track each of our customer accounts. Integrating Salesforce, ZenDesk, and surveys we have access to pertinent information that we can quickly act on and plan for. The use of plays and alerts in conjunction with the external disparate systems allows us to stay on track and engaged.
- Alerts
- Segments
- To Dos
- Plays
- Quick access to meeting notes.
- Would like integration with Outlook tasks.
- The ability to "pin" the sidebar open would be nice.
Like most SaaS companies we struggled to consolidate all our customer data to create a full picture of customer sentiment, stickiness, and growth rates. We use several services (Hubspot, Zendesk, Intercom, our app, TeamWork, etc.) that contained customer data including the full customer lifecycle. We selected CZ to help us aggregate all our services, automate the customer facing onboarding flow, track usage, provide tooltips and guides, and collect customer feedback into a single platform.
- Usage tracking - we can track the journey a use takes through our app to understand which pages are the most useful and to streamline paths to make their experience better.
- Tooltips and guides - assuming you're not iframing anything, the tooltip and guides is super nice especially when launching a new feature or app. We relied on this functionality a lot, which allowed us to free up dev cycles for building apps and fixing bugs.
- Analytics - The thing that set CZ apart from other services we reviewed were the analytics they provided out of the box. Assuming you've setup your environment properly you can accurately track potential churn before it happens, track growth rates, see real time workload on staff and much more.
- Powerful segments - CZ operates on creating segments to containerize specific accounts and contacts. These segments have very powerful filtering capabilities, which enables someone to create all kinds of automations.
- Segment object types walled off - CZ doesn't let you create a segment that contains filters for both contacts AND accounts, which can create a challenge when needing to find contacts by specific parent or child account attributes. For example, if you want to get a list of all contacts who belong to accounts with more than $50k annual revenue, it's not possible. Real bummer.
- No segment filter for child accounts - CZ uses a parent --> child relationship when you have accounts which have sub accounts. However the filtering in CZ segments doesn't allow you to filter by objects that are a parent or a child or objects that exist in a parent or child.
- No contact deduplication - If a user exists in a parent account (Hubspot for example) and a child account (the sub account from your app), that user will exist twice in your CZ environment with different contact IDs. They are not related in anyway and you cannot remove them unless they are removed from the source. CZ has a good reason for doing this, but it creates a ton of work to filter out contacts to avoid duplicates. Now if CZ segments had a in child account = yes/no filter option, then it wouldn't be such a big deal.
May 04, 2022
Best of Breed Customer Success Platform
We only recently completed our onboarding journey with ChurnZero, so we're still implementing the platform for the team. Though, we knew going into this journey exactly what we were looking to address with our company's first customer success platform. The primary business opportunities were in scaling our CSM team's ability to manage more accounts, improving our onboarding journey, and gaining a better idea of our customers' health through a dynamic customer health score (or ChurnScore).
- Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
- UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
- Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.
- Backend Visibility - Many of the integrations ChurnZero uses (CRM, Support, Atlassian, etc) only have very basic administration, to make any changes requires reaching out to their support team. (Though, their support team is extremely quick at making these changes so it hasn't been an issue at all for me). As a power user though, I miss having total and complete control over how a platform communicates with my other tools/databases.
- I was a fan of Gainsight's Success Snapshot feature. ChurnZero doesn't have this functionality today, though they do have things like Custom Dashboards which can be shared that could be a possible segue for me until I find a replacement for automated QBRs for the team.
- Customer Facing Product Roadmap - I know feature requests are collected by our CSM, but it'd be great to have visibility into what is in the near term as well as an active voice in what's being considered. I'm a fan of being able to see what other customers are asking for and being able to upvote or add comments.
April 28, 2022
ChurnZero makes my Account Manager life so much easier!
I use ChurnZero to manage my ~30 accounts. It helps me streamline tasks, quickly identify how each account is performing, log meeting activities, and where I should focus my time. I also enjoy being able to start journeys for my accounts, (for example an onboarding journey) that walks me through the onboarding steps as well as the ability to mass communicate to my accounts. I love ChurnZero because it helps keep me organized and on top of my accounts!
- ChurnZero will help you stay organized with all of your accounts and help reduce account churn
- ChurnZero will help you mass communicate to your accounts quickly and efficiently.
- You can see what activity your accounts are doing (for us site creation) as well as how many meetings we've had, and the emails we have sent to them.
- My manager can also check how my accounts are performing without asking me, which is a nice too!
- I would like the Important Account Notes section to be scrollable, instead of expandable.
- The ability to mass change the due date for tasks would be nice.
- Muting alerts instead of having to exit them would be nice too.
April 22, 2022
It does help reducing my Churns to a Zero
I use it to keep track of my customers and their usage. It helps me in keeping a track of customer support tickets, unpaid invoices, and other metrics.
- Organise accounts
- Help with useful insights
- Tags against each account
- The platform lags a lot sometimes
- Regular sign outs are troublesome
- Auto account reshuffling is hindering with ownership
- Email composition is not friendly
ChurnZero helps consolidate all our customer data and helps implement impactful customer success strategies.
- Customer outreach
- Automation
- Consolidation of data
- More work with customer data
- Better UX
- Better integrations
We use ChurnZero in our organization to overcome several post-sales hurdles for our customers who belong to different industries/verticals. We mainly use it to improve our customers' onboarding experience, drive user/product adoption to ultimately offer a better customer experience, and increase our customer growth through renewal and expansions to ultimately fight churn and maintain our customer base.
- Data segmentation
- Automation
- Integration
- Reporting
- User interface
- Resources
March 30, 2022
CS Automation Software You and Your Team Will Enjoy!
We use ChurnZero largely to accurately track our customers and where they are in the onboarding journey as well as automate customer experience. We wanted a tool that could display the metrics we need for reporting AND scale our customer success department without scaling headcount.
- CS automation
- Customer journey tracking
- Integrations with key tools
- Customer reporting
- Visually representing a customer journey. Not just the Journey, but showing how plays and segments interact with that journey so we can see the entire picture all at once. (Think: miro board)
- There is some lacking functionality in the automation features including logic and triggering an action before a meeting is going to take place
- I'd like to be able to customize everything. Some fields and set up are not customizable which is frustrating because not all pre-set fields are relevant to our use case.
March 28, 2022
ChurnZero is my Hero!
Score 7 out of 10
Vetted Review
Verified User
ESG is using ChurnZero to drive internal processes from deal close to wind down/churn. Through Customer Journeys, Playbooks, Alerts and Reporting mechanisms, we are able to create consistent internal processes for our Onboarding Managers and Program Managers. In leveraging ChurnScores and Live Exports within ChurnZero through meaningful data integration definitions, we are creating predictive analysis for customer risk and driving processes within the Task & Notification functionality in ChurnZero with clear action steps.
- Journey Task & Milestone Tracking
- Customer Health Scoring
- Alerting via Data Changes
- ChurnZero Created Fields for Customer Happenings
- UI
- UX
- CZ Data Structure Support / Flexibility for Native Integrations
- Playbooks to Support Email Messages to INTERNAL team members
- Customizable Dashboards for Pro Edition
March 14, 2022
Successful Customer Success with Churn Zero
ChurnZero is used by Customer Success and Sales Teams and Leadership for effective and efficient customer lifecycle management.
- Single Source of Truth for Customer Activity.
- Integration into Salesforce.
- Effective and efficient Account Manager through plays, journeys, and tasks.
- Personal Task and Special Project task management.
- Special Customer Project Folders that are unique from Journey's and Plays.
- Timeline functionality - history of the customer relationship displayed in a customizable timeline.
We use ChurnZero to manage the customer experience after-sales. We manage our customer onboardings, adoption, renewals, and upsell/cross-sell. We also administer our NPS, CSAT, and CES surveys through the system and our In-App messaging. We also implemented the ChurnZero code into our software to use data. This has been a game-changer! Because ChurnZero centralizes all of the customer information (including Freshdesk ticket info and financial info through SaaSOptics integration), we have considerably more intelligence on every customer account and can segment our customers in ways we never thought possible. We have also been able to save money by eliminating subscriptions to 3rd survey platforms and in-app messaging platforms because ChurnZero can do it all.
- In-App Messaging.
- Integration with Freshdesk and SaasOptics.
- Segmenting customers based on usage data.
- Automated CSM plays.
- Being able to send emails in product if you are not the account owner.
- Exporting segment lists to Excel.
March 03, 2022
ChurnZero, one churn score to rule them all
ChurnZero gives us insight into customer interactions from various systems to help identify and resolve customer issues before they churn. Being able to include customer usage information along with customer data provides a different look into the health of our customers. We're also able to better define and report on risk of churn to senior leadership.
- Connections into other systems
- Slack integration
- Combining data in reporting
- Churn score only updates 1x per day
- Chart update timeframes can be difficult to discern
February 28, 2022
Best AM/CSM platform on the market that I have used
Account Management/Customer Success. Helping our clients have the best experience on our platform and get the most out of it: monitoring clients' general usage, feature utilization, communication, and customer support. ChurnZero lets us take a deep dive into the accounts and see client behavior within the product. Both AM and CSM teams can see how each team is doing their job and supporting each other, and most importantly, the clients themselves.
- Onboarding.
- Usage.
- Client Communication.
- Email communication.
- General account notes.
- API integration.