ChurnZero is AWESOME!
I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown …
Overview
What is ChurnZero?
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success…
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Popular Features
- Automated workflow (215)8.080%
- Product usage (215)8.080%
- Customer health scoring (220)7.979%
- Dashboards (217)7.171%
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What is ChurnZero?
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What is ChurnZero?
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.
ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays, reporting, real-time alerts, walkthroughs, collaboration centers and more, and integrates with the user's CRM and tech stack.
ChurnZero Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
ChurnZero Screenshots
ChurnZero Videos
ChurnZero helps subscription businesses fight churn. The platform is designed to help Customer Success teams intimately understand their customers.
How ChurnZero is helping Untappd improve its onboarding and customer engagement while helping increase customer retention.
How ChurnZero is helping FiscalNote to improve their customer retention quarter over quarter.
The Churn Monsters introduces a “churn monster” (a common #customerchurn risk) that hides in customer accounts and scares #SaaS businesses. This video shows how #CustomerSuccess teams use ChurnZero to slay these destructive monsters and grow customer retention.
This episode d...
Show More In Customer Success, creating and ideating on new content, strategies and engagements is key to building relationships and driving results. But it's a time-consuming task—which is why ChurnZero has launched Customer Success AI™. Now, ChurnZero can be asked for content or ideas...
Show More ChurnZero Integrations
- Salesforce Sales Cloud
- HubSpot Marketing Hub
- NetSuite ERP
- Zendesk Suite
- Slack
- Microsoft Teams
- Spiro.ai
- Zoho CRM
- Chargebee
- Microsoft Dynamics 365
- Teamwork.com
- Help Scout
- Jira Software
- Teamwork Desk module
- HubSpot Service Hub
- Zoho Desk
- Freshdesk
- Jira Service Management
- Pendo.io
- Intercom
- Mixpanel
- Stripe Payments
- Recurly
- SaaSOptics now part of Maxio
- Maxio
- Wrike
- Asana
- Skilljar’s Customer Education LMS Platform
- Higher Logic Thrive
- ChartMogul
- GoTo Webinar
- Snowflake
- Higher Logic Vanilla
ChurnZero Competitors
ChurnZero Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
ChurnZero Downloadables
Frequently Asked Questions
Reviewers rate Role-based user permissions highest, with a score of 8.7.
The most common users of ChurnZero are from Mid-sized Companies (51-1,000 employees).
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Reviews
(1-25 of 44)Companies can't remove reviews or game the system. Here's why
December 27, 2023
ChurnZero - Customer Success done right
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!
October 29, 2023
Powerful CSM tool.
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.
October 24, 2023
When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner
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
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.
September 29, 2023
ChurnZero- A scalable path to Customer Success
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.
September 29, 2023
ChurnZero helps you understand your customer
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
ChurnZero is our core customer communication platform and it's responsible for all current client health scores. Our Customer Success Management team spends most of their time in the platform, reviewing NPS and CSAT scores so that we can quickly provide support to customers whenever the need arises. We use ChurnZero for all NPS surveys, CSAT responses as well as plays to automate our dataflow and support alerts.
- Plays
- Health Score Customization
- Large number of features but more user friendly than its competition
- Professional Edition does not include decision trees in plays
- Pushing data to Salesforce from ChurnZero costs extra
March 27, 2023
Good system that helps you do more with your customers
Using ChurnZero to manage customers on scale. Saves time, and you can efficiently manage lots of customers at once via tasks, journeys & plays.
- Task automation
- Segmenting - Filter which customers want to focus on based on criteria
- Build out automated journeys, based on the rules you set
- Timeline of events would make it easier to review all interactions with a customer (this is being developed by CZ currently, so they are listening to feedback!!)
- True reporting - Segments allows you to filter down and focus on select customers but it isn't a full reporting functionality
March 06, 2023
Great Product
We use ChurnZero to map the customer journey, we track product adoption and next steps with clients on the platform. We use it to flag clients who are at risk and who have high churn scores. The main use case for my organization is to have visibility of the client and use the insights that ChurnZero provides to make appropriate decisions.
- How comprehensive the platform is and the insights it provides.
- Integration with Salesforce
- Ability to track activities with clients
- Ability to create templates and plan next steps
- The Salesforce Integration took a long time, so it would have been great for it to have been done sooner
- My team would have greatly benefited from additional trainings
- The ability to set up plays could be made easier
March 04, 2023
Overall best Customer Management / Growth software
I use ChurnZero to organize any past communication, as well as any future outreach, activity usage, & customer growth/retention. With ChurnZero, I'm able to organize my customers and make sure all customers are seen, no matter the work load.
- Usage Report
- Custom Fields
- Segments
- ChurnScores
- Generating a more accurate churn scores from usage with other platforms
- Having Gmail messages automatically save on logged activities
- A more dynamic experience
December 22, 2022
Has potential but needs some improvements
Score 1 out of 10
Vetted Review
Verified User
We are working to get ChurnZero setup to help us with all aspects of client retention, including onboarding, mid contract monitoring, and renewals. Our client are marketers who run multi channel marketing campaigns and there is quite a bit of client training that goes into the onboarding process. We want ChurnZero to help us track the progress during this phase. We also want to monitor usage post onboarding to make sure that the client gets value from our solution. We would like ChurnZero to help us identify those clients at risk, way before we get to the renewal phase.
- Tracks upcoming renewals
- Segments customers based on flexible critera
- Provides a process to guide clients through a journey
- Getting information out to the key stake holders in the company in the form of reporting
- Needs to be easier to setup and configure
- Dashboards are not very flexible
December 13, 2022
ChurnZero is great for not letting accounts slip through the cracks!
The biggest feature I used in ChurnZero is the tasks. Both automated and manual- it's great to have everything in one place.
- Automated tasks based on events
- Account Health overview
- Integration with multiple platforms
- Better training about tools available - I feel I could be using so much more but don’t know how
December 13, 2022
Excited about results & impact
We use ChurnZero to help our Client Success Team better manage our clients and assist them in getting the most out of our legal practice management software. It has been a game changer for us in learning more about the usage of different features and which ones drive the most adoption of our product.
- Client Management
- Proactive Outreach
- Client Health
- The sync & configuration could be smoother
- More ways to track user created data points over time (i.e. sentiment)
- More dynamic date range filters
December 13, 2022
Great Product!
ChurnZero helps me keep track of current customer needs and usage of our product. I can form segments and plays based on specific use case criteria that help me reach customers and help me stay in contact with them. We especially like our customized ChurnScores. We're currently building scores to help us get better insight to each section of our product.
- Insight
- Details
- Outreach
- complexity
- training
September 12, 2022
Churn won't be a problem with ChurnZero
ChurnZero has been implemented to support our customer success team in tracking engagement, usage, and deeper data analytics of our enterprise level customers.
- Notifying you of customers "in the red" according to your filters
- Great segmentation and reporting
- Automated sequences, plays, notifications
- Tracking for different users of the account
- The "save" button could be better placed or more clear in certain places
- The UI is slightly dated looking but there is a lot of information they need to provide so it's as clear as it could be
- Cloning certain automations more easily
August 29, 2022
Honest review from a newer CSM
ChurnZero helps by tracking product usage, implementing NPS scores, providing options for proactive outreach, and easy to export data for analysis. Before ChurnZero, we were unable to project potential at-risk accounts and possible churn. We also didn't have the means to effectively fight churn. We went from reactive to proactive in our CSM department.
- ChurnScores are customizable variables that provide a quick evaluation of the overall health of an account/customer
- Exporting data is quick and easy and provides value for book of business reviews
- ChurnZero Plays is an amazing tool for proactive outreach with great customization features
- Being able to integrate our software as well as Salesforce with ChurnZero has been essential
- The ability to create Tasks and Log Activities on an account level provides clear communication throughout our team and aids in daily outlook planning and prioritizing
- We would love to see the ability to delete contacts from accounts when the person has left the company.
- I would love additional customization features when creating Plays, being able to stylize them even further to be eye-catching and pleasing.
- We have some customers who are active seasonally. We run into issues with the Usage Frequency field for these customers as sometimes they are marked as inactive. It would be cool if there was an on/off switch to mark an account Seasonal so this is taken into account for their usage. Or if the algorithm was able to check historical usage and identify the account as seasonal on its own.
August 09, 2022
ChurnZero is the CS lifecycle product you are looking for.
ChurnZero allows us to automate a lot of our CS processes, allowing for more team bandwidth and the ability for the company to keep the CS team lean. It also allows us to put a lot of information as well as customer communication for all types of updates and training in-app, which increases our app usage and enables our customers to confidently continue to use our product.
- In-App communication
- Automation of customer touch points
- Ability to move customers through journeys and plays automatically or manually depending on needs.
- This is not an implementation process that can be handled by one person unless they are given time. The process can be dev-less, but, it's going to be important to put a team on this implementation process to make sure that all bases are covered.
July 06, 2022
ChurnZero is a must have tool for Customer Service
ChurnZero identifies the activity of their use within our platform- DonorSearch. It can also be used as an organizational tool to generate reports and track tasks. My use case within ChurnZero is to identify clients who have low activity, so I can be proactive and reach out.
- Tracks usage
- Many filters for segmentation and reports
- Tracks tasks and productivity
- Links to Salesforce
- Currently the emails that we send out do not link up to Salesforce.
- Currently the usage isn't tracked within our billing system
- Interface with account plays can be confusing
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
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 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
January 07, 2022
Are you ready to ChurnZero?
I use ChurnZero to manage my implementation data for customers that are in onboarding journeys. It's helpful to me to understand how many customers I've interacted with over a given period of time, and it's also helpful to understand what types of communication I've used to reach out to other customers. My dashboard and command center are two of my most-utilized aspects of ChurnZero because I have to implement 50-60 accounts at a time. In an implementation, I have to track the progress customers make with their implementation journeys. With having to provide one-on-one training to customers throughout a given week, leveraging ChurnZero makes it feasible for me to better understand how to connect to customers who may not be actively utilizing the software I'm implementing.
- ChurnZero has great notification capabilities. The daily alerts make a huge difference in how I assess where my accounts are and how to move forward with getting accounts back on track.
- ChurnZero's account data regarding the customer's message history syncs with Salesforce which is very helpful. It makes it easy to see who the last contacts I communicated with were.
- I love the ChurnZero dashboard regarding email and activity history. I appreciate that it allows me to see where I've touched accounts and where I have not.
- The tasks assigned to a journey are my biggest pain points. Each customer has varied journeys regarding how they "GO LIVE" and I would love to have the ability to really delete a task in ChurnZero since that's the place I add additional tasks. Instead, I have to delete tasks through Salesforce.
- The Dashboard settings don't always stay as I've set them, which can be frustrating, because instead of seeing my current accounts, I end up seeing all of the accounts I've ever worked with. I would like the ability to customize my dashboard with more specific user data, but I know that's not an included feature in my subscription.
- The lag time in ChurnZero can be a major pain. Sometimes, the updating process is very long and I have to refresh the page to ensure a task is actually completed. This also relates to adding a completed date in an assigned task that's related to journey. If I need to backdate the day the task was completed, it's not always consistent with completing the task.
October 26, 2021
Choose ChurnZero
We utilize ChurnZero daily. By week, our customer base is put into a variety of plays (Annual Reviews, No Meetings in last 90 days, Check-ins, etc.) that correspond to some sort of action the CSM needs to take. Then by day, we fulfill the need of each play, jump into the application to check on analytics to see how customers are using our product, and log customer calls/training completed. Currently, only a few departments are using ChurnZero but I would imagine in the future more and more departments will be added. ChurnZero has helped the Customer Success department manage hundreds of customers effectively.
- Creates tasks for the CSM to complete within the week.
- Communicates to the CSM when a customer is coming up for an Annual Review and tells us what sort of message needs to be sent.
- Can easily run segmented reports to understand how a CSM is tracking against quarterly goals.
- Ability for a user to export reports from ChurnZero.
- Ability to search for customers even with the incorrect spelling (have the system say "did you mean...").
- There are a few fields ChurnZero is not able to pull from our CRM system. I am still using ChurnZero and our CRM to get the full story for each customer.