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ChurnZero

ChurnZero

Overview

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success…

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Recent Reviews

ChurnZero Review

10 out of 10
March 04, 2024
Incentivized
We use ChurnZero for our implementation and client success teams. ChurnZero has allowed us to build scalable processes for both functions …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 16 features
  • Automated workflow (214)
    8.0
    80%
  • Product usage (214)
    7.9
    79%
  • Customer health scoring (219)
    7.9
    79%
  • Dashboards (216)
    7.0
    70%

Reviewer Pros & Cons

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Pricing

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What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.…

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  • No setup fee

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  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

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

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.7
Avg 8.6

Platform & Infrastructure

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

8.2
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.9
Avg 8.6

Customer Success Management

Customer Success Management

7.4
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
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Product Details

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.

ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays, reporting, real-time alerts, walkthroughs, collaboration centers and more, and integrates with the user's CRM and tech stack.

ChurnZero Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible to keep all groups in the loop. ​

ChurnZero Videos

ChurnZero helps subscription businesses fight churn. The platform is designed to help Customer Success teams intimately understand their customers.
How ChurnZero is helping Untappd improve its onboarding and customer engagement while helping increase customer retention.
How ChurnZero is helping FiscalNote to improve their customer retention quarter over quarter.
The Churn Monsters introduces a “churn monster” (a common #customerchurn risk) that hides in customer accounts and scares #SaaS businesses. This video shows how #CustomerSuccess teams use ChurnZero to slay these destructive monsters and grow customer retention. This episode d...
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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...
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ChurnZero Technical Details

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

Frequently Asked Questions

Gainsight CS, Totango, and ClientSuccess are common alternatives for ChurnZero.

Reviewers rate Role-based user permissions highest, with a score of 8.7.

The most common users of ChurnZero are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(301)

Attribute Ratings

Reviews

(1-25 of 206)
Companies can't remove reviews or game the system. Here's why
March 28, 2024

ChurnZero Rocks!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Churnzero is crucial for our CS team. We use it every single day for things like Automation of mass emails, keeping tasks organized, Creation and execution of "plays" for customer life cycle. We are able to add and track new users as the onboard and get relevant information to them atomically as they onboard.
  • Organize tasks
  • Automate emails with a chance to review
  • give key information about users and accounts
  • customizable views/dashboards
For any user or team who has to work with a lot of accounts ChurnZero is invaluable. I personally have a few hundred tech touch accounts that without ChurnZero, would be unmanageable. We use it as new users become customers, to send information about updates, reach out for health checks and set up review calls, and to get ahead of upcoming renewals.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero helps me organize my day, track customer needs, and efficiently handle my book of business.
  • Monitor customer health day to day
  • Send large groups of messages to many customers
  • Manage renewals and upsell opportunities
  • Navigating through segments
  • Better email composing to single contact
ChurnZero can be modified so that it focuses on factors that important to health with the use of your software or product.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use ChurnZero to track how my customers are using my product. Oftentimes, I am able to talk to them about what they are looking at, without them having to share that information with me. The plays and journeys features help ensure that any new customers are properly trained and are remaining on course during the onboarding process.
  • tracking customer usage
  • enacting plays and journeys to help prevent them churning
  • seeing exactly what the customer is looking at
  • its such a robust tool that simplification would be great
  • some minor UI things that I honestly can't think of right now
If you are wondering exactly how customers are using your product, this tool is invaluable. Being able to see exactly what a customer was looking at before I jump on a call with them helps me show up better prepared for our call together.
March 04, 2024

ChurnZero Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero for our implementation and client success teams. ChurnZero has allowed us to build scalable processes for both functions and also gives us good insight into where our team and managers need to focus. We recently upgraded from the Professional edition to the Enterprise edition and I'm loving the additional flexibility with dashboards. ChurnZero also utilizes AI technology which gives my team tools to create their own messages that address specific client needs.
  • Journey mapping
  • Automated and manual playbooks
  • Client Support
  • Reporting
  • User management
The journeys allowed us to scale quickly (we went from 3 CSMs to over 20 in 3 years). Having a repeatable process allowed us to onboard new team members quickly.
Jeremy Wingate | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
ChurnZero is vital to our organization. We use it to assist with our welcoming and onboarding for new customers, communicating promotions and events, monitoring customer health and risk, managing our NPS program, helping reps stay engaged and connected with their customers, and so much more. We have thousands of customers, all with diverse verticals, goals and use cases. We solve a wide array of business problems with our software and internally, we use a lot of different applications to help our teams manage what they do. ChurnZero is the glue to help connect the dots. It allows individuals to look into our customer base and see what's going on across many different applications, including our own. It also helps to call out what or who might need attention, and helps to make our reps even better at what they do. We have amazing teams that do so much, and giving them tools like ChurnZero helps them to stay informed and engaged with their clients. We are able to say the right things, to the right people at the right time. ChurnZero is critical to this.
  • ChurnScores (Health Scores in ChurnZero) are highly customizable.
  • Their NPS tools are easy to deploy and manage, keeping a finger on the pulse of the customer.
  • They have a great team of individuals that make us feel take care of, and push us to learn.
  • Segmentation is extremely powerful and easy to use.
  • We love the Daily digest!
  • Early in our time, it would have been useful to have had a consultant set up the application, but the software has grown so much since then.
  • Some minor limitations in sorting on segments. (we have work arounds though).
If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.
February 06, 2024

We need more integration.

Mateus Costa | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We used ChurnZero to control health customers. The area of Customer Success needs tools for control and need indicators, and after this, we can make important decisions to reduce the churn rate and satisfaction of our customers. The main thing would be the churn score and sending surveys to customers; this way, we can measure CSAT, NPS, and CES, among other surveys.
  • ChurnScore
  • Surveys
  • Segments
  • Integration aplication mobile for surveys (whatsapp).
  • Usability system
  • Documentation
Some integration needs better; in Brazil, we use a lot of Whatsapp and other apps on mobile, and for this, if we can send the surveys for these apps, the indicator probably would be better, and after this, we will control our better customers. I think the system it's a little complicated.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero is at the forefront of our Customer Success strategy. ChurnZero brings together relevant data from several other tools (e.g CRM, Salesforce, Intercom, our own app) and helps CSMs quickly realize what actions need to be taken on both an account and contact level. For example, if a previously highly engaged POC hasn't logged in to our app in a while (e.g. 10 business days), then it might be a good idea to reach out and find out why. For example, have they moved to a different position, are they still with the company, etc.? ChurnZero is the first thing I check every morning as it gives a holistic view of how healthy our accounts/contacts are, and it allows the creation of Tasks so as not to forget to do something (e.g. follow up with a customer about an issue they mentioned via a support ticket in Intercom).
  • Captures events in our app.
  • Reminds CSMs of Tasks that may need to be taken for an account or contact.
  • Allows the sending of personalized emails and in-app messages at scale.
  • Enables the viewing of accounts/contacts in a highly-configurable manner via Segments.
  • It does take a lot of configuration, but that is only because of how powerful it is, and it is totally worth the time spent to do it and maintain it.
ChurnZero is an outstanding tool. It does take some getting used to, but it is really worth it.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use CZ for:
- Churnscores and risk
- Achieving first value with customer due to automated tracking
- Renewal motions
- Details on customers internal performance
- Tasks, Dashboards and more

The above allows us to do a lot more with a lot fewer teams. Their recent addition of 'Round Robin' has been a breakthrough.
  • Health Scores
  • Automation
  • AI
  • Admin area (i.e. profile section admin has duplicates)
Suited if you are a scale up and simply need to be able to stay on top of more customers at the same time. Also great for scaled CS programs. Its also good if you have a more evolved tech stack because the number of integrations that ChurnZero has with other applications is quite big. If there is nothing you can use, you can still use Webhooks, that can be connected to a lot of other services.
January 09, 2024

Game changer for any CSM

Nayara Lima | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use ChurnZero to manage my book of business. It was game-changing in my life as a CSM, as now I can understand the health of my customers, understand the areas that need more attention, register conversations and goals, and send many communications, saving time to focus on what really matters.
  • Churnscore
  • Log Activities
  • Notes, and follow up emails
  • Reply to emails to customers
  • The "To" field when composing should appear empty
  • Be able to see the sent messages in the day
This is appropriate for CSMs that have a large BoB to manage and need to track the health of the portfolio. Also suitable for companies that would like to scale their contact with customers, using the Playbooks. It isn't so appropriate for those that have a small portfolio, as this can be done in other software.
Greg Watkins | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero was decided on by both our CSM and sales teams as well as our management. The reason we needed to implement a new solution was because we were operating in siloed systems without visibility across the team. This was causing a lot of friction and pain. We needed reporting badly, and we needed a way to easily identify and locate customers and trends in a single place. The major problems were around reporting, adoption and usage, and implementing playbooks for the long tail of our CSM operations.
  • Great CSM partnership with easy-to-schedule training.
  • The system is very easy to implement but does take some time to configure and customize to your liking.
  • Integrations are a strong suit for the system, as it has the ability to integrate with several existing systems.
  • Too much functionality; the system is very robust and requires some time and playing around to get used to.
  • We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
  • We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
  • Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
ChurnZero is a great scalable solution for a growing company who demands more robust reporting and more proactive communications and playbooks build out. The solution is cost preventative compared to some of the much more pricier solutions on the market such as Gainsight which is an industry leading solutions. The team has done a great job training us and getting us to full speed, and our management team has equally done a good job rolling out and training us on the new processes. Flexibility is a strong strength here, as it is quite endless the number of dimensions that you can track and measure customer activity, our use cases are a bit more specific to fintech companies, which I know they work some of our competitors. Lastly, they are startup company who is more nimble and easier to influence their product roadmap and make an impact.
October 29, 2023

Powerful CSM tool.

Jean Mangum | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
In order to centralize our processes, we've deployed Churn Zero for our full Client Success team to help us automate client success onboarding, identify and measure churn risk, and run plays for risk mitigation. Before CZ, we had a hard time reporting on what actionable items we could take as a client success team to be proactive on her accounts. Additionally, there was very little consistency and communication that was being sent out, so it was hard to measure what actions were moving the needle.
  • Churn Scores- Being able to build in whatever factors and weight them has been great.
  • Insightful reporting- surfacing reporting into end sites for the team to action on has been very helpful.
  • Native integrations- turn zero integrated with so much of our software it was fast to set up.
  • Churn zero is not the most intuitive UI. It has taken quite a bit to train the team to consistently use it.
  • There is a lot of setup and training to make happen before the team starts to see value.
Churn Zero has been really great at helping us get consistent with our messaging by running please and putting our clients into journeys. Specifically, we have built out our onboarding journey for our clients where they are triggered to enter the journey, and the CS rep can focus on making more discovery and connecting with the client and less of the administrative work of making sure that they're getting all of the resources and checking usage.
Wolf-Ekkehard Hindrichs | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero to manage customer journeys, client health, and usage. I specifically use it to manage to the customer onboarding and implementation journey, so I'm in it every day. It helps keep me organized and move our customers through their onboarding at the right pace so that daily and weekly tasks are broken up into easy to follow actions.
  • Standard Journey
  • Monitor Client Usage and Health
  • Tee up automated emails and plays
  • Conditional Functionality
  • Branching Functionality
  • Journey Pausing/Delaying
ChurnZero is great for when you have clients that need to go through repeatable processes, or when you need to monitor their usage and tee up plays or emails based on their usage. What I find particularly helpful is the history section, where you can see everyone's interaction with the client (emails, meetings, notes, etc.)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
As a software company, we use ChurnZero extensively to manage our clients and prevent churn. ChurnZero plays a pivotal role in addressing several critical business problems and enhancing our customer success efforts. In summary, ChurnZero serves as a comprehensive solution for managing clients, enhancing their engagement, and preventing churn. Its robust features empower our customer success team to provide proactive, personalized, and data-driven support, ultimately leading to increased customer satisfaction and business growth.
  • Client Segmentation: We use ChurnZero to segment our clients into different categories based on their usage, feedback, and demographics. This segmentation helps us tailor our communication and support strategies for different client groups, ensuring a personalized experience.
  • Customer Health Monitoring: ChurnZero helps us monitor the health of our clients' accounts. By analyzing user engagement, feature usage, and support ticket data, we can identify clients who might be at risk of churning.
  • Upselling and Cross-selling: ChurnZero helps us identify opportunities for upselling or cross-selling based on clients’ usage patterns. For example, if a client frequently uses a specific feature, we can suggest upgrading to a higher-tier plan that offers additional functionalities, thereby increasing our revenue.
  • Some users find the initial setup and configuration process complex. Simplifying the user interface and providing more intuitive onboarding processes could enhance the user experience, especially for new users or smaller businesses with limited resources for extensive training.
Our Customer success teams leverage ChurnZero to monitor customer health, automate communication, and intervene at critical points. For instance, in software companies, it's beneficial for ensuring users are adopting new features and finding value. We find it less valuable in other departments as it becomes less relevant. We are able to see a high level view of customer health earlier on which helps us find out reasons for low usage.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero to automate and eliminate time-consuming manual email tasks, for providing onboarding resources to new customers, get information from customers at renewal, for project management on professional services, general account management and tracking, and more. We have a small customer success team, so time is very valuable. ChurnZero has helped us get back so much time, so we can focus on taking care of customers.
  • Automated onboarding and check ins with a personal touch. The emails come from their CSM, but their CSM doesn't have to manually send them.
  • ChurnZero alerts our CSMs when key things come up with our customers so we can act on them quickly
  • Flexible segmentation of customers allows for endless opportunities to target specific segments of customers with specific communications
  • Health scoring allows us to keep a pulse on the health of our customers and notify us when something is off.
  • Customer service is second to none! Fantastic support, implementation and ongoing account management
  • The UI can be a bit clunky in some areas. They are regularly releasing new features and enhancements to the product that are slowly making things more smooth and streamlined
If your CS team is bogged down with manual tasks and emails, ChurnZero is fantastic. We reduced manual email check-in tasks by 75% in the first year. Its been quite remarkable. If you are looking for a great way to track the health of your customers or your book of business, ChurnZeros the way to go.
September 29, 2023

Robust Platform

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We utilize ChurnZero to have a better understanding of our clients. We are better able to manage our customer relationships and streamline our communication in order to deliver the right message, at the right time, and through the right channel. We have a better view of when our clients are at a high risk of churning and we've built specific workflows to trigger off that risk.
  • Giving us an accurate understand of product usage by our clients
  • Ability to be proactive with our clients based on their engagement
  • Better communicate with our clients at the right time
  • The system is so robust that sometimes it can be hard to navigate or find the information I am looking for
  • The "academy" is less helpful than I hoped, I find better / more accurate answers when I reach out to our CSM directly
  • The support team is generally responsive but can sometimes be slow or fall off
ChurnZero is a robust and thorough platform that is well suited for B2B SaaS companies. It truly gives you a better insight to your clients, increases efficiencies for your Customer Success team, and allows your organization to be proactive with your customers. Companies who aren't the typical "SaaS" product may find that some of the features aren't incredibly relevant (though I think that would be the case with any CS software) and their academy can be difficult to navigate at times. Overall, they have a wonderful and supportive team of Customer Success Managers who are invested in the success of their clients and it shows.
September 29, 2023

ChurnZero Delivers Results!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero for our day-to-day Customer Success activities. We were looking for a tool to automate and streamline our activities. We did a through assessment and compared ChurZero to many other tools and found that they're aren't any that have the capabilities that ChurnZero offers.
  • Custom Dashboards
  • Plays
  • Churn scores
  • The ability to see outgoing emails with Gmail
  • The ability to bring attachments into ChurnZero from Salesforce
The automation and ability to streamline our tasks have increased the number of accounts one representative can manage.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero to manage the entire lifecycle of our customers after the purchase of our suite of DTEN products designed for Zoom Rooms for touch. ChurnZero helps us with automating customer journeys that include: delivery, onboarding, adoption, growth, and advocacy. We're also able to send out customer satisfaction and NPS surveys to gauge how our customers are doing through the various lifecycle stages. As our business has grown, ChurnZero has been able to scale to our changing business requirements.
  • ChurnZero is designed specifically for Success organizations.
  • ChurnZero is scalable to growing and changing business requirements.
  • ChurnZero can automate many of the business processes through the customer lifecycle.
  • ChurnZero has many features that we haven't even tried out yet...
  • There are many training videos to review in order to gain proficiency in setup, deployment, and use.
From our initial deployment of ChurnZero, we have not had any issues using the service. As our business requirements changed, ChurnZero is able to scale and improve the way we work and manage our customer's lifecycle with DTEN. We're still figuring out how best to integrate ChurnZero into our suite of backend systems and develop data analytics specific to our needs.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use CZ to manage our onboarding process, track our clients' product use, and manage communication with our clients. We use CZ to segment our customer communication based on product usage. We use custom reports to track onboarding, CSM engagement, and major KPIs as well.
  • Connects with our product and pulls over relevant information
  • Allows for each communication with the clients through Success Centers.
  • Allows us to build out specific custom reports related to our data.
  • The email interface within the software is weak.
  • The history pane is not super user friendly.
  • It would be nice to be able to create calculation fields on my own.
It seems good to measure customer success, and it is good to measure renewals. It is not as helpful if you have auto renewing contracts.
September 29, 2023

ChurnZero Automation

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are working with the ChurnZero professional development team to create Journeys to automate our year one product subscription process as well as annual renewals. This includes automatic emails as well as alerts based on triggers, to offer our customers a better experience as well as automating our employee touchpoints.
  • Our Customer Success Manager has been there guiding us through every step from data integration to journey creation.
  • IT support is very helpful and responds quickly to questions or issues we have.
  • Professional services are doing a great job of automating our journey and making sure we did not miss important steps to get the results we are looking for.
  • At this time only one CRM integration is allowed, Salesforce or D365 or others. However, you can use APIs to send data from more than one system so you can still bring in that data.
ChurnZero is helpful in setting up rules to automate actions including emails and alerts. This is helping our customer service team manage as our customer base grows.



Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero to manage every phase of client success, from onboarding through implementation and ongoing support. ChurnZero allows us to automate our processes while maintaining a personal and high touch experience for our clients. With ChurnZero we can accurately monitor client progress through onboarding and identify successful implementation. Customer health scores allow us to proactively address customer needs before they become major issues.
  • ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
  • The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
  • We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
  • Implementation is a serious time commitment. It was a lot of work, but totally worth it.
  • Segmentation can be complicated (this is a pro and a con). Everything is customizable, but building segments can be tedious.
  • Minor annoyances in software navigation have been improved greatly over the last few months!
If your platform does not have built in reporting or visibility on usage, ChurnZero is a must! It will provide all of the tools needed to support your customers and reduce churn. Automated onboarding and check in emails make life easy for CSM's and give them a clear picture of where every client is in their onboading journey.
September 29, 2023

ChurnZero is my Work BFF

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero to mitigate customer churn. This includes allowing us to have consistent communication with our customers, track and address at risk accounts, review and support renewals and new product deployments, and manage our tasks and messaging. From a mangerial POV, I check that my staff are staying in touch with their customers and proactively guiding them to grow and deepen their use and understanding of our products. When we identify accounts that are doing well, we use CZ to inform cross-sell potential.
  • Informs data driven decisions
  • AI generates messaging and summaries to save time
  • Dashboards to get a deep and high level understanding of customer health
  • Playbooks to outline next steps for specific scenarios
  • Journeys to track the life cycle of an account
  • When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
  • In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
  • The content templates can be hard to stylize if you don't know html
  • Add the Merge Fields functionality to tasks, especially tasks made by playbooks
Our CZ instance is great to get a holistic view of the account - product usage, messages, tickets, health, renewals, etc. There are some great features like the churn score that pull data together to create the customer churn score, which identifies district that are healthy, neutral, or unhealthy. This information allows my team to focus on accounts that need the most help, rather than focusing on when the next renewal is. We're using the system to pull ALL of our data to gather to make informed data driven decisions.

We aren't using CZ for marketing. We may use the system for up-sell and cross-sell, but its not suited for cold-calls and generating new business (at least for us).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use ChurnZero to help manage all our processes around preventing churn. In particular, we rely on ChurnScores to tag our customer risk level back to our CRM where our entire company is able to see the information. We use Plays extensively to manage repetitive processes and eliminating manual tasks for our CSMs.
  • Allows multiple ChurnScores that enable CSMs to view churn risk based on these varying factors
  • Automate creation of tasks using segments
  • Simplifies management of daily tasks
  • More clarity around our usage (event) data - it can be difficult to understand all the terminology ChurnZero uses
  • Add more functionality for use cases of Operations teams - currently focused mainly on CSM usage
  • Ability to set defaults when viewing dashboards and command center - currently all choices reset
For basic usage by CSMs, like ChurnScore for prediction of churn, ChurnZero is well suited and easy to use. For customer success organizations that have an operations team (or person) the functions available to the ops person are limited because they don't "own" accounts. ChurnZero is not as well suited for this situation but seems to making strides toward this.
Jackie Breuer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero has allowed us to create more standardized ways of serving our clients, forecasting health, and implementing practices that allow our account managers to work on more accounts. We're a small company looking to put practices in place as we scale to ensure that we're doing things in the most efficient manner.
  • Plays: Allows you to bulk send emails out to clients based on easy to make segments. Also, allows us to track success of a play. Previously, we had to work with our marketing team to send out any emails and it was an extremely bulky process that took far too long for the payout.
  • Segments: Better than any other CRM reporting functionality. Allows us to more accurately look at portions of our clients based on different factors that are extremely easy to use.
  • Health Scores: The customization allows us to really play around with different health scores as we figure out what good health across clients and services really look like.
  • Transparency: Allows me as a manager to see a much better comprehensive look at my team's performance.
  • Turnaround time: Sometimes my emails can go unanswered for a week or so and it requires us to follow-up. However, when we've needed Support, their support team is extremely responsive.
I think ChurnZero could really help any org that's trying to create a more standardized approach to managing clients and forecasting revenue for revenue retention and expansion. I have used it at an org that has a website that provides data to track client satisfaction and use. I'm not using at an org that doesn't have any web use traffic and we've been able to develop strong health data. It's all about what you put into it and how you hold your team accountable for using it.
Brad Falvey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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).
ChurnZero is well suited for all things Customer Success. We used to have our CSMs live on multiple platforms, but CZ allows us to take all their current daily workflows. Using in CZ only. As for less appropriate examples, please refer back to the previous question on limitations.
August 30, 2023

ChurnZero is Awesome!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
There are a lot of business cases for ChurnZero and, candidly, after 5 years sometimes I feel like I am barely scratching the surface of what we could be doing to reduce churn and engage customers to better utilize our product. ChurnZero has been helpful for our organization in targeting the key product components needed to keep our customers sticky and really focus proactively on the risk elements.
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