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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- 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?
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
(1-23 of 23)Companies can't remove reviews or game the system. Here's why
October 12, 2023
ChurnZero: Powerful made simple
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.
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
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
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
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.
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 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
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.
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.
October 20, 2021
A CSM's Dream Platform!
When I first started with my company, our CSM team had virtually no standard means of keeping track of our accounts as a whole. Each CSM had an entirely different way of managing their account such as using Google Sheets, using Salesforce, some people used OneNote notebooks to record interactions, etc. If you were not a very organized person, it was very easy to lose track of opportunities with accounts, and you could easily forget to follow up on many things. Now that our CSM team utilizes ChurnZero, all of the CSM's are finally working through the same standard process, and we are able to track all of our accounts' metrics by following a comprehensive CSM dashboard that was built out by our team leads. I am so much more organized and on top of my accounts than ever before now that we use ChurnZero. Before ChurnZero, we also had to look into each account to get an idea of the health of that account, and that process could take at least 5 minutes per account. Now that we can see ChurnScores and get quick metrics on account health, it has saved me so much time identifying account health.
- Comprehensive dashboards with varying metrics.
- ChurnScores to identify client health immediately.
- Easy to see client usage.
- Easy to create account segments.
- Better visibility into contacts section.
- Better customer facing journeys (customers can view notes on progress, etc.).
- Improved layout for tasks and reminders. Think of Apple reminders app (able to separate into buckets, etc.).
September 18, 2020
My experience using ChurnZero
As the product name suggests, we use ChurnZero to combat churn and manage a delightful customer success experience. Our success team uses ChurnZero on a daily basis to keep track of our customers, nurture customer health, manage our messaging through playbooks, and more. We are able to get the pulse of our customers and make sure our customer-base grows!
- Extremely flexible
- Powerful integrations
- Incredible Support
- User Interface
- Native Freshdesk integration
- Product led user onboarding
July 19, 2020
Wonderful support and easy to use platform!
Helping to streamline customer onboarding. Utilizing tasks and plays to reduce customer churn. Using alerts for account management and triggers if an account's churn score is slipping. We've recently started monitoring account activity and events to see how accounts are progressing with their onboarding. A new feature ChurnZero released allows you to see the sum of all events for an account in a given time period, which helps a lot with reporting!
- The support is phenomenal: Always quick to respond and on top of any issues. We accidentally bulk deleted all of our tasks, and CZ was able to restore everything!
- The plays are life-saving: They make it so easy to manage hands-off customer relationships with smaller accounts.
- The journeys provide valuable insights on how long our onboarding is taking and where we can make improvements. We use journeys both for customer onboarding as well as more long term processes like data migrations.
- I'm just starting to get more into their reporting and alerts, but so far I'm really enjoying those as well!
- They are continuously releasing new features that improve the customer experience.
- Is it a bad thing to have too many cool features?
- The amount of data in CZ is sometimes overwhelming in terms of all you can do with it. If I had more time during the day I would love to invest it in learning CZ more!
- I think the documentation could be a little more robust.
October 24, 2019
ChurnZero is a No Brainer for Customer Success
We use ChurnZero as the primary automation tool for our customer success org. It allows us to take those processes that have been successful for individuals or pockets of users and scale/automate them for our entire org. This has brought an incredible increase in synergy and collaboration to our team. Because the tool is so easy to learn and use, it allows us to strike the perfect balance between a robust system that meets all our needs, without a complex backend that can only be run by a technical expert.
- Shallow learning curve = quick adoption
- Robust integrations
- Intuitive ux
- Scalable
- Need ChurnZero rep to add new fields, edit page layouts, and configure new custom tables
- Can not customize the Account or Contact header resulting in a useless widget unless your business works exactly like the model the widget was built for
- Does not allow us to connect to our native mobile app, diminishing the value of in app features
Currently, Churn Zero was implemented for the client success department only. We realized we needed to strongly focus on the retention of our client base, which led to looking at customer support platforms. We felt Churn Zero was the only tool that allowed us to tailor it to our exact needs and I feel very strongly it will lead to much better retention rates. It also allows us to be proactive in a reactive job and target/segment our client base based on their unique needs/wants.
- Via our online portal that our client base uses, we can send direct messages, pop-ups and even NPS surveys directly to their online account. This is extremely important because this is where our clients are logging in so we can tell them important things like "we have a new release, watch this video" or "do not lose access to your data, your renewal is right around the corner so email me". I feel like we're communicating with our clients in a way we could never do before.
- It allows you to create segments. For example, I could create a segment of clients that are up for their renewal who have low usage. When a client enters that segment it can then alert me. Or even better, it can automatically send out an email and log activity to our CRM to follow up in a week. This 1 example will help us reach out to clients when they stop using the tool and/or find out why they did.
- It integrates with all our systems: Salesforce, Zendesk, Gmail, Google Calendar, Slack, webinars, etc.
- Support is amazing!
- It's a very advanced system so the onboarding is pretty extensive. It is not an "out of the box" tool so you need to expect that going into it. However, we are not a one size fits all company, so I like that it was tailored to us and built based on our unique tool/client base.
- It definitely has a learning curve. Using it the tool will be the hardest part for your team so motivating them to use it is key. I recommend using their help center, it has so many awesome 'how-to' articles that are really helpful.
- The Churn Score is tough to set up and at first, I was really overwhelmed at this point. However, our rep explained it as it takes a while to figure out what makes your client churn.
September 30, 2019
ChurnZero Review
ChurnZero is going to be primarily used by the customer success team to measure customer performance, track health scores, identify areas of upselling. As the head of the department, ChurnZero will allow me to keep track of my team and overall churn analysis. My product and marketing team might use it as well to identify where there is potential growth or areas of improvement.
- Custom integration with our product information.
- Reporting is easy to set up at the individual CSM level.
- Integration with Salesforce is great.
- I wish ChurnZero would rebrand the churn-score to health score. It's intimidating to present "churn-scores" since it's negative.
- Manager level reporting needs to be done through reports.
September 13, 2019
ChurnZero helps keep customers!
To understand the customer journey and when customers drop off. The software makes it very easy to get around the app and explore what factors can come Into play. ChurnZero helps us understand when a customer is not having any activity on their account and prepares us for saving that relationship.
- Easy to navigate
- Powerful tools
- Memorable name
- At a glance account health
- Full service CRM
- Long load times
- Weak support center. No videos and specific step by step.
July 12, 2019
New to ChurnZero and very happy thus far!
ChurnZero is being utilized across several departments including Customer Success, Sales, and Product Specialists. The data reporting allows us to see trends and stay on top of our customer's journeys while also helping us take a proactive approach to at-risk of churn accounts. From an engagement perspective, the realtime data certainly helps us connect with our customers to help them see the value they are getting from our site. On the flip slide, the data also lets us strategize with customers who may be struggling to get things going and may need a boost in the right direction.
- The command center dashboard/UI is fantastic and allows me to see all of my tasks and to-dos in one place.
- The alerts/messaging/playbooks all work beautifully together where I can automatically receive a notification to interact with an account based on specific criteria that we set so that nothing falls through the cracks and we can stay on top of everything in a very manageable way.
- Being able to track all of the customer activity within the site helps us to strategize with each and every one of our customers in a very specific manner allowing us to build much stronger relationships.
- I have not had enough experience with ChurnZero to where I can recommend areas that could use improvement. As a new addition to the CSM team, our department is still getting a handle on all of the functionality and capabilities that ChurnZero provides.
February 20, 2019
A great product for small to medium sized Customer Success Teams
Score 9 out of 10
Vetted Review
Verified User
We currently use ChurnZero for the Customer Success team. However, my marketing team has access and sees a lot of value that could be gained once they start to leveraging it appropriately.
We are somewhat early in the life cycle. My team has gained a lot of value in segmenting our accounts, creating alerts and pulling usage data. We plan on developing plays and automated tasks in the future.
We are somewhat early in the life cycle. My team has gained a lot of value in segmenting our accounts, creating alerts and pulling usage data. We plan on developing plays and automated tasks in the future.
- Account Segments - we are now able to create extremely specific account segments. This allows us to approach each segment in a unique and tailored approach.
- Alerts - I now know when my accounts open up a ticket with my support team. I can get ahead of it or follow along if needed. Before I wouldn't have any visibility unless I was specifically made aware
- Usage stats - we are now able to get a much better view in the usage stats of our various features and functions. We can leverage these stats into our segments so that we are managing the correct accounts with the appropriate messaging.
- There is a learning curve but that could be said with most all software. Once it became part of our daily process we started getting the hang of it pretty quick!
- The initial implementation seemed to take a long time. Of course there are always going to be some road blocks when bringing in a new system that isn't set to communicate with your own systems right out of the box.
- We are still working through some data issues. However, our rep is very helpful and extremely responsive.