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 101)Companies can't remove reviews or game the system. Here's why
March 28, 2024
ChurnZero Rocks!
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
March 04, 2024
ChurnZero Review
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
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 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 Delivers Results!
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
September 29, 2023
A powerful tool for managing your customer base
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.
September 29, 2023
ChurnZero Automation
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.
September 29, 2023
Worth Every Penny! Won't work anywhere without it!
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.
September 18, 2023
ChurnZero is a CS Must-Have.
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).
August 30, 2023
ChurnZero is Awesome!
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.
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
June 20, 2023
ChurnZero is awesome
We use ChurnZero to manage our renewal pipeline and monitor churn score changes, It is fantastic for this. I also use the tasks and call notes to filter through to salesforce to prevent multiple tasks. The segments and the plays also come un super handy - basically we use most of the functionality and I love it!
- User Friendly
- Intuitive
- Creativity
- creating segments
- creating plays could be slightly easier
- details behind parameters into the churn score
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
May 02, 2023
Great product for bringing more value to your customers through better management at a fair price
Deliver enhanced value to our customers - be able to react quickly to customer feedback and behaviour
Monitor customer usage of our product and alert if dips
Standardisation in delivery and working with customers through Journeys
Automation through playbooks allowing us to be able to move to a high touch and low touch customer model
Better understanding of what success means for our customers
Monitor customer usage of our product and alert if dips
Standardisation in delivery and working with customers through Journeys
Automation through playbooks allowing us to be able to move to a high touch and low touch customer model
Better understanding of what success means for our customers
- Journeys - standardisation of delivery to customers
- Alerting on key customer behaviour
- Plays for automation
- CRM for customer accounts and contacts
- Slackbot integration - allowing a wider audience access to customer information
- Reporting - I understand the reporting functionality is an add on, but for a smaller start up like us, better reporting would allow us to demonstrate the value more easily within Panaseer and expose the benefits of ChurnZero more easily to a wider stakeholder group across the executive LT
Want to work smarter and not harder? ChurnZero has all the tools to help with that! This product allows our team to grow and scale while maintaining a consistent and thoughtful touch with our full book of business. The insights and transparency into customer behaviors and risk factors is hugely beneficial as is the ability to set up plays to reach unresponsive customers and those who might be lagging in the onboarding process timeline. I've only just started using CS AI for crafting customer emails and call scripts but I can already tell it is a GAME CHANGER!!! This will revolutionize the CS world and allow us all to be more effective without putting in overtime hours in order to do so.
- Customer behavior predictive factors and monitoring
- Automated plays to better engage unresponsive customers
- CS AI to craft the perfect customer email to get the response you are seeking
- Some of the CS AI prompts aren't as in-depth as I would like but they are a good start to create your own prompt from
- Some of our Salesforce fields have mapped over a bit awkwardly but that may have been due to implementation from our managers instead of the product capabilities
- The segments menu can be a bit difficult to sort through but that could be due to my user permissions and not the capabilities of the product
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 27, 2023
Intuitive and Informative!
Score 9 out of 10
Vetted Review
Verified User
I use ChurnZero to gauge the engagement and utilization of users for every account with our product, conduct analysis based on data we gather from ChurnZero. I love the fact you can see NPS data on every account and get a historical view into the interactions of the account's user with your product. The overall look and feel of the product are great and I highly recommend using it.
- NPS Reviews backlog
- Utilization and Engagement metrics
- UX/UI is great! very intuitive
- Flexibility around reporting
- Filtering and configuration around survey data
March 03, 2023
Zero to worry about with ChurnZero
We use ChurnZero to curate information on Accounts and Contacts for our CSMs. Understanding how usage and interactions with our software from the end-user side is a valuable tool to connect with the customer, increase adoption and to show the ROI. We can also use the data to identify ways we can expand our offering (services, features, integrations etc.). On a weekly basis I am, using plays to help automate tasks, notifications and email correspondence.
We also depend on ChurnZero's WalkThroughs to help guide end-users with basic "how-to" or insights for our products. We use notifications to celebrate milestones and alert customers (and internal staff) when specific elements are reaching capacity. This also provides a touch-point for upselling/expansion.
We also depend on ChurnZero's WalkThroughs to help guide end-users with basic "how-to" or insights for our products. We use notifications to celebrate milestones and alert customers (and internal staff) when specific elements are reaching capacity. This also provides a touch-point for upselling/expansion.
- CZ has a diverse feature set
- The UI/UX is easy to use and is constantly being enhanced to work better
- Excellent usage metrics and tracking capabilities
- Branding controls for customer facing communications (pop-ups, walk throughs, notifications, etc.) is very comprehensive
- I often cannot find answers to what I'm looking for in the knowledge base or academy. Although I will say when I reach out to support I usually get an answer quickly.
- The Email HTML "Branding Templates" often do not maintain formatting and are not that robust.
- Testing the above formatting (for emails) is not always reliable.
- There are so many filters to factor in to segmenting content in CZ it is almost impossible to know them all. This honestly could be a positive, but when you search to segment something and cannot find the forest through the trees it can be frustrating.
February 08, 2023
ChurnZero - the best CRM tool out there
Churnzero is used as a CRM for us at Inflo. We use it to understand our customers more and how they are using our software.
We can gauge usage, sentiment and health of a customer at a few clicks of the button.
We can gauge usage, sentiment and health of a customer at a few clicks of the button.
- Churnscores - giving you the chance to tailor the things that are important for your business into understanding if a customer is likely to churn
- NPS - surveys directly set up from plays through CZ
- Usage - stats on who is the best and what they are using
- incorporate more api's
- support system - include live chat bots etc..
December 22, 2022
Not very happy, haven't achieved ROI
Score 1 out of 10
Vetted Review
Verified User
We are attempting to use ChurnZero to support our client retention, staying ahead of churn, and allowing ChurnZero to inform us of red flags within accounts. We also use it in hopes of bettering the onboarding experience of new clients.
- Allows the user to automate communications based on client behavior
- In-App messaging
- From my experience, the product is not easy to use, even with great minds working, we haven't launched in almost a year.
- For a Churn software I feel it does not easilly track renewal percentages, this baffles me
- They do not provide real world working examples that we can model our implementation after, no proof it actually works or recommendations on how to set it up, just theory.
- In my opinion, it doesn't seem like they even use the product themselves, otherwise we should as a client feel like its working
December 22, 2022
I would not invest in ChurnZero again. Marketing is good, onboarding and support are 1 out of 10.
Score 1 out of 10
Vetted Review
Verified User
We purchased CZ for obvious reasons, to increase our client adoption and improve their experience. After a year we are still not able to use this product. CZ themselves recognize the problem and agree that they did not support us, do not have other users we can see how the product works, no references, no solutions architects to help. You ask for help in the onboard process and it takes them weeks to respond. I am so disappointed in the decision to implement this product, it has put our company back a year.
- I don't know yet. After a year we have not been able to implement due to support from CZ. they agree it is their support issue but have not improved the process in any significant way.
- Lack of onboarding support.
- Product is so difficult they themselves do not use it to onboard a client. KEY RED FLAG
- They don't have one client that will be used as a reference. Not one and we have asked them repeatedly.
- No solutions architects or professional services. Their marketing is good. But the product does not work.
December 13, 2022
Excited about results & impact
We use ChurnZero to help our Client Success Team better manage our clients and assist them in getting the most out of our legal practice management software. It has been a game changer for us in learning more about the usage of different features and which ones drive the most adoption of our product.
- Client Management
- Proactive Outreach
- Client Health
- The sync & configuration could be smoother
- More ways to track user created data points over time (i.e. sentiment)
- More dynamic date range filters
December 13, 2022
ChurnZero - Happy client making clients happy!
ChurnZero has been beneficial to my organization as it does two major things for us. Firstly, it gives us a great (thorough yet brief) overview of our client's usage of our platform so that we are able to determine their likelihood of continuing to work with us. If we identify a problem early we can work to correct it and save the revenue.
The other incredibly helpful thing ChurnZero does is it allows us to set up and run a variety of plays/actions that go out both externally and internally. We use this function to ensure we don't 'forget' to connect with clients for too long and to make sure we are given quick insights as to what is or may be going on. This has been helpful!
The other incredibly helpful thing ChurnZero does is it allows us to set up and run a variety of plays/actions that go out both externally and internally. We use this function to ensure we don't 'forget' to connect with clients for too long and to make sure we are given quick insights as to what is or may be going on. This has been helpful!
- Snapshot on Client Usage
- Run plays to connect with Clients
- Run internal plays to ensure nothing get left behind
- More Dynamic Flexibility for the ChurnScore
- Integrate smoothly with our other 'Tools'/platforms
- It would be cool if CZ could determine if someone is active on platform vs just has it open in a 'background' tab