TrustRadius
https://media.trustradius.com/product-logos/v9/ED/3VPDVD13U87A.JPEGWonderful product and customer serviceWe use ChurnZero for customer success automation. It is primarily used by our Customer Success Department, but other departments take advantage of it via the Salesforce connected app ChurnZero has provided.,Tracking customer lifecycles Automating customer communications Driving product adoption Analyzing churn NPS campaigns,This is not specific to ChurnZero but customer success automation, and in fact, customer success, in general, is a new and fledgling field so it takes a good deal of educating internal teams on how to take advantage of customer success automation.,9,Drove churn down Drove product adoption up,Natero and Gainsight,Salesforce Analytics Cloud,6 to 10 peopleAn all-in-one tool that allows teams to be proactive, instead of reactive with their customer base.We currently use ChurnZero to better understand and forecast customer churn. It is currently only be used by the Client Success department. Specifically, we chose Churnzero because we believed that their tool would allow us to better scale and manage our client management system, but allow us to better forecast customer churn, while also give us more insight on usage and expansion opportunity based off of data.,An easy to navigate interface that allows admins to customize their user experience and focus on what is most important to their use case for the platform. Their automation capabilities, specifically the ability to completely customize messaging that can be automatically created and used for completely different phases in the customer lifecycle. Data, data, data. Their ability to integrate with multiple data points based on your needs was extremely impressive. The ability to use the data points within their platform and understand customer engagement in realtime, easily, all within the same tool is a home run.,Additional ways to view multiple accounts, currently you can only view one account. There are no additional tab options available in the platform. More reporting options for historical meetings and correspondence.,9,Churnzero has met or exceeded all expectations we had. It allows our team to work from one platform to understand all key areas of a customers journey. Customer outreach has been greatly impacted because ChurnZero allows our reps to work more efficiently and better track our touch points with our customer base. Churn! The platform allows us to fully forecast possible Churn well in advance, allowing our team to work proactively instead of reactively with our customer base.,Pendo.io, Salesforce App Cloud and Gainsight,Calendly, Zendesk, Smartsheet,1 to 5 peopleChurnZero is Awesome!ChurnZero is being used within Pathmatics to assess customer health, customize alerts across customers, assess platform usage and be able to run plays across various segments of our business. Currently, I find that the data is hugely helpful in working across my entire book of business, as opposed to looking account by account (which is also possible, in great detail). I especially like the Dashboard view, which gives me a very quick and succinct way to see the overall client book, distribution of dollars across 'risk levels' as well as accounts coming up for renewal.,Pull in data for all accounts and quickly assess the health of my client accounts. See dollar distribution and health - especially for higher contract value clients. Receive alerts for accounts where usage has increased or decreased recently (for example). Retrieve information on an account-by-account basis and review which pages in my platform are being used most often (and trended over time).,I would love for the search bar at the top of the screen to be a different color to be more identifiable. I would like for the area on my dashboard called "Total Contract Amount by Churn Risk for All Accounts" to be clickable / hyperlinked. No other complaints.,10,Huge Time Savings!!!,,Salesforce Analytics Cloud, Outreach, Join.me,1 to 5 peopleChurnZero is a One-Stop-ShopChurnZero is being used by my team, the client services team and only our team. The main reasons for us to sign up for CZ was that we had several different software and areas that we had data in that were pertinent for us to have in making sure our clients renew with us. It was difficult for us to truly get a grasp of if a client has truly adopted our software and who were the users and are there infographics and exports, etc... so it's great to have a consolidated solution. We are able to create more compelling stories and get a better grasp of a client's health.,I like that there are easy data exports. Often times I'm tasked with pulling usage reports, but more importantly, what are they looking at when they log in. I like the alert system. My mind is often in several places so it's good to be reminded of a client that I may not have thought of in a while. The segments are also great because not only am I able to create my own segments, but I'm able to be easily assigned things which helps with my organization.,It would be helpful to be able to customize a specific time frame that we'd like to look at. Right now it's only specific segments, last month, this month, etc...,9,I'm not completely aware of the specific impacts this has made from a ROI perspective.,Salesforce Lightning Platform, Pendo.io, HubSpot, Salesforce Service Cloud and Outreach,Outreach, Pendo.io, Salesforce App Cloud,1 to 5 peopleNew 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.,10,Too early in the process to tell.,,HubSpot CRM, Slack, RingCentral Meetings,1 to 5 people,Online training Self-taught,10,Yes, the product is very easy to navigate and user-friendly. I would recommend a combination of exploring the site and learning how to navigate on your own, as well as a scheduled training session with a CSM to cover all of the specifics that may have been overlooked.Easy to use, Easy ChurnZeroWe use it in a department of the company, and it helps us a lot to take the management and control of our clients, to see the use and the critical points of the client to help them improve. At the same time it helps us to allocate our time and makes work less stressful.,Customer management Time saving Autogestion,Integrate more information from the customer base Greater customization in the To-Dos list Journey times do not apply at the weekend,8,More work comfort More control Greater personal performance,,HubSpot, Skype, Aircall,6 to 10 peopleChurnZero helps our Sales team close dealsOur entire Sales organization uses ChurnZero to proactively reach out to prospects when we can see they are engaging with our software. Insight provides us with what they are doing or have done so we can ask them about the experience with that feature to help close a sale.,Emails me promptly based on rules. Allows me to see when a client becomes a paid subscriber. Tells me about the interaction a client is using with the software we provide.,Make it easier to access directly from Salesforce. More pre-created rules of engagement. Allows editing the Dashboard.,10,Quickly allows for conversion of trials. We can be more productive with calls to trial accounts. Easy to learn so no special training was required.,,Salesforce App Cloud, iContact, Microsoft 365 Business,11 to 25 peopleRobust platform with superb customer serviceWe are currently using ChurnZero to help monitor engagement and activity within our client base. As we have a large number of clients, this platform is instrumental in allowing us to monitor usage from a single application. Currently, it is being used by client success but the data that originates in ChurnZero is exposed company-wide. It has helped us identify trends and get out in front of clients who may disengage.,Excellent customer service/success consultants. Robust functionality. Reliable.,Due to its robust nature, it can sometimes be overwhelming to navigate. Integrating with salesforce.com can have its perks and challenges, not related to ChurnZero but data integrity has to be top of mind.,10,Insight into all clients.,Totango,Salesforce App Cloud, TargetProcess, HubSpot, QuickBooks Pro, UserVoice, Google Data Studio,1 to 5 peopleGreat tool for automating and scaling CSM processes!ChurnZero is being used primarily in our customer success department, but the data/insights it provides are being used throughout the entire organization.,Playbooks/Journeys: very customizable, easy to trigger based on a variety of customer actions. HealthScores: custom scores for various customer segments, automated scoring of our customers' health. Calendar Tool: keeps me organized day-to-day and helps to stay on top of tasks/notes.,Set-up: I wish I had more control of my CZ set-up and didn't have to rely as much on my CSM to make changes. Daily Updates to HealthScores: having to wait until the next day to see a change in score is frustrating.,10,Saves 3-5 hours a week for CSM previously spent on manual tasks.,Gainsight, ClientSuccess and UserIQ,LinkedIn Sales Navigator, ZoomInfo,1 to 5 peopleGreat product, clean layout and easy to useCZ is being used by the Customer Success Departments. Trainers and those who work with current customers use the system to monitor usage and milestones achieved by new accounts as they start using our software. It allows us to see what accounts are at a high risk of canceling so we can proactively reach out to see what we can do to help them utilize our system.,Alerts you to accounts that have moved from medium risk to high risk and vice versa. Easy to create and manage tasks. Very simple to add filters to pull out different segments of a large customer base.,I wish there was a support number to call. I wish it had a dialer. I wish I could change the colors to a darker background, the white screen hurts my eyes.,10,Our churn rate has decreased significantly as we are able to spot and help the at-risk accounts before they want to cancel,,1 to 5 peopleThe software is great but their client success is even betterOur client success team uses Churnzero daily to communicate with our clients, to track the client's usage, to gauge the likelihood of churn risk, to ensure clients invoices are paid, and to run playbooks based on specific occurrences. Although we use Jira for Ops and Zendesk for support our client success team can see progress from both teams to better support our clients. We also use Churnzero's client success team as a model of how to provide client success services to our clients. I can't say enough how impressed I am with this company.,Segments clients into an unlimited number of categories so you can handle or review clients in batches. Creates a scoring system to evaluate your clients use of your product to stay abreast of possible churn risk. They walk the talk about their own client success team and are not bashful with sharing best practices,,It seems the UI is always improving so the minor points I notice will likely be fixed soon. Some of the notifications on the dashboard could allow you to click right on it and take you to the relevant data, but this too is likely being done. Have an outward facing task list for clients, but this is on the development map as I understand it.,10,As a CEO it has had a positive impact on my state of mind knowing where we stand. Our churn has decreased after switching to Churnzero, the whole package and their execution played a significant part in the objective.,Amity and ClientSuccess,Salesforce App Cloud, JIRA Software, Zendesk,1 to 5 peopleKnow your customers and reduce churn!We use ChurnZero to get a granular view of what features our customers are using (or not using) so that we can make meaningful proactive outreaches to them. ChurnZero is being used across multiple teams: Success/Support/Marketing/Product. It gives us instant insights that we otherwise did not have access to.,The search function is very fast There is a lot of customization Incredible support team,The implementation phase can take a while but this was mostly due to the dev work required on our end.,10,We have been able to identify at risk customers much sooner.,UserIQ and Gainsight,Zoom, Asana, Namely,1 to 5 peopleAn all-in-one churn fighting tool for sales and success teamsCurrently, it is only being used for the Account Management and Sales Operations teams. The main business problems that it addresses is reducing churn through the use of more insightful data and analytics. It also helps our team with adoption and upsells efforts by having the ability to create segments and automate campaigns and workflows from there.,Segments: The ability to pull a seemingly infinite amount of contact and account related segments based off of account data that helps to drive strategic activities for us as account managers, whether it's getting in front of Churn when we see certain usage data or whether it's being able to identify upsell opportunities Automation: The ability to automate saves a ton of time, being able to bulk send campaign or renewal email and run plays for all different segments of contacts frees up time for other activities. Integrations: Churnzero has great integration with Salesforce, not only does it save time from having to use multiple platforms and applications but it has bi-directional sync which helps with data integrity.,The segments section is a little overwhelming to use in the beginning, a lot going on there to digest when started but it's because there are so many segments you can create. Home page dashboard is a bit cluttered, lots of information and data squeezed onto one page.,9,Has helped us get in front of potential churn faster by using Churnscores and usage/adoption data to find who is most likely to churn based on that and then focus our attention there. We have been able to more strategically go after upsell opportunities by creating account segments. Super easy and fast to find out which customers are/aren't using a specific portion of the platform and then can create a plan to pursue those opportunities in a timely and strategic manner Greatly increased our onboarding adoption as well, used to be a big gap from sales to implementation to post onboarding and Churnzero has really helped us iron out that process.,Groove,Salesforce App Cloud, Dialpad, Zuora,6 to 10 peopleChurn Zero has the tools and features that makes our CSMs more productiveWe use ChurnZero to help automate our account management workflows. In the past, all of the account reviews were done manually. Now, the team is alerted to changes in account activity. This has let us focus our resources where they are needed. We have seen an increase in retention already and only have more planned for the future.,Usage data capture on a user and account level Automate plays to included tasks, emails, and in-app announcements Salesforce integration,The reporting is very robust and I don't have any suggestions for improvement,10,We are able to do more with our existing team. At the price point, it is very easy to realize the ROI quickly.,Gainsight and UserIQ,6 to 10 peopleHow ChurnZero has improved our team, everyday!ChurnZero is being mainly used by our customer-facing team, Customer Success, Marketing, and Enterprise team. Although we have a few internal tools that we use to help us identify customer use, history, and pull insight about their account, there are multiple tools our team has to bounce between and unable to get the full picture. With ChurnZero, it is providing us the opportunity to review accounts with more insights all in one place that all users in the organization can review as well.,Allow for integration across multiple platforms that provide data about your accounts. Plays and journeys allow our team to do outreach to multiple customers all without leaving my command center. Alerts me when a customer has submitted a support ticket even if I am not logged into ChurnZero.,More understanding in the difference between plays and journeys to truly utilize to their full potential. allow for font tools in the notes.,10,We hope to be able to identify possible churn customers earlier in their journeys to be able to be more proactive earlier. Understanding trends of possible churn customers. Saving the customer-facing teams valuable time spend researching through multiple platforms can be spent being proactive.,Gainsight,Zendesk, Slack, HubSpot,1 to 5 peopleIntuitive, well designed solutionChurnZero is used by our client success team to do event-based account management and automation of client nurture campaigns.,Intuitive UI. Highly customizable. Understands the client success role well.,Doesn't work well with multiple billing currencies.,9,Allows our CSMs to focus on clients at risk. Enables us to better prioritize key accounts. Helps monitor and alert on the health of our client programs.,Amity,Zendesk, Freshdesk,1 to 5 peopleGreat customer retention tool for our growing SaaS companyOur CSM team are the primary users of ChurnZero. Renewal emails, introduction emails and automation are the main use case to date.,Automated email and segmentation allow us to streamline our processes Churn scores are a great way to quickly see if our customers are at risk. I really like the live export feature that has been introduced. Exporting the segmented data to Google Sheets and using Google Data Studio allows another level of reporting and dashboard creation.,Actual reporting within the application is quite limited. Relies on exporting data if you want to manipulate it in any way. The data and dashboards they have are nice, however, it would be nice to have a reporting tool within the application similar to Salesforce where you can create your own reports.,10,Automation frees up a lot of time for our CSM team. Churn scores allow us to focus on the customers that need our attention the most. ROI for us so far is we do not need to add additional CSM resources to handle our growing customer base.,Gainsight and Amity,SurveyMonkey, Lucidchart, Zendesk Chat (formerly Zopim),1 to 5 peopleA well-designed, purpose-built tool. Loving it!Our Customer Success and Support teams use ChurnZero to guide our customers through an onboarding process and help to maintain the ongoing relationship. Previously, we had no visibility into which customers needed our attention, and ChurnZero's analytics give us just the visibility we need.,It's fairly easy for developers to bring the JavaScript code in to a SaaS tool and ChurnZero does a really great job at pulling all of that data in to a single place and allowing to view trends and report on that data. The concept of "Churn Score" is a really neat way to pull a bunch of pieces of data in to a single account record and to understand whether or not an account is healthy. This helps to avoid having to use just certain pieces of data as a proxy for customer health. The amount of flexibility the tool contains is awesome - their team has programmed everything we've asked for in order for us to get a better look at our customers.,Something that's supposed to be coming soon, but ChurnZero currently lacks a calendar integration, which is tough for us since we like to know when our customers have future meetings scheduled. The lack of email/message templates feels like the biggest miss for me. Having standard language - either for an individual or for an entire team - could be a huge time saver.,9,We've only had ChurnZero for a little while, but we're already really enjoying the straight-forward approach in locating and understanding customer data in a way that we didn't have before. We're able to get insights that simply didn't exist. The addition of NPS is awesome. We've never had an option to survey our customers, and starting to see that information roll in is really exciting.,Amity and Natero,Help Scout,1 to 5 peopleA great product for small to medium sized Customer Success TeamsWe 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.,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.,9,The main positive I have seen is getting a holistic view of who our customers are and what they are doing with our application in place. Before, we had this information but it was not easily accessible and hard to interpret.,Gainsight and Totango,Slack, Zendesk, Salesforce.com,1 to 5 peopleHow meta!? I'm having a great onboarding experience in the SaaS tool that is supposed to help me improve onboarding in my own SaaS tool.We're the customer success team within a 17+ year old SAAS company — we've never had a dedicated success platform before, and have always used ad-hoc methods of trying to strategize for/retain our customers... We've mis-used our existing sales CRM tools in the past, and that got us only so far. Now that we've got ChurnZero, we're using it to more acutely manage the onboarding of new customers, and we're using the business intelligence, gathered from ChurnZero, to make decisions about how we'll proceed with certain new retention strategies. It's directly addressing an issue we've faced for years: having to build our own reporting and having to try to use that reporting info to help us direct our attention towards customers that are struggling to adopt our platform.,Connecting data between HubSpot (our CRM) and our own SAAS tool's back-end, so that we have vital stats, all in a single place, and can build views that help us cross-section our customer population for more strategic insights. The fact that it can allow us to build "health scoring" for our customer populations based on fairly specific & tailored criteria — that's been one of the most exciting benefits The ability to push data back out to other systems & live-export to Google Sheets has been really handy.,As you create your own "plays" (workflows) and NPS Campaigns, you're likely to take a misstep... but the system won't allow you to clean up some of those errant "Plays" and NPS campaign views... so the ensuing clutter can be a little annoying. This is a bit of a nit-pick, but certain primary data points cannot be used when factoring customer health-scores... Maybe, over time, this won't feel like a big issue, but as a new user — I had some plans to measure things a certain way, and I've found that I can't do it exactly as I'd ensivioned Lack of calendar/scheduling integration is a bit of an annoyance — I've heard that they'll likely have this in the future... but it's something that's so valuable to us that I'm struggling without it.,9,It's pretty soon after we implemented, but I'm already seeing meaningful impact on my ability to quickly judge how to spend my time on/with certain customers. Knowing, in the moment, when it will be the right time to re-engage with a customer... that's going to be a game changer for us. Being able to draw some metrics around our customer success team is going to make it easier to build a case for team expansion,Natero and Amity,HubSpot, Bugzilla, Mailchimp,1 to 5 peopleChurnZero Helps You Manage Your Churn Proactively!ChurnZero is being utilized by our entire Customer Success organization. We use ChurnZero as a dashboard that pulls in data from our own software platform, as well as disparate systems to give us a single point of management for our books of business. Having the data come from these other systems is integral to our management of churn. Data lives in different systems, being able to centralize this in a way that is meaningful for our business is imperative in our efforts to win renewals and address potential issues before they turn into churn risk.,Dashboard for management of book of business Customer Success Manager provided - Chase Tinkham was amazing to our onboarding success! Ability to create segments to analyze data across the organization or for smaller subsegments Ability to create specific tasks related to a customer journey, to help ensure we don't miss anything while guiding our customers through journeys Knowing which of my customers is currently logged into my software platform in real time,After Journey is created, would be good to mark something as Not Applicable, rather than marking it as completed,9,ChurnZero helps me get ahead of my renewals before they are due ChurnZero is going to help me get ahead of problems which may impact the renewal ChurnZero will reduce the time it takes each member of the CSM team from digging into disparate data sources for information,Gainsight and Totango,6 to 10 peopleLove ChurnZero!We currently use ChurnZero for our Account Management and Customer Success teams. It helps us better understand how our customers are using the platform, who is using it frequently, who is bound to cancel, and who is adding users. It also enables us to set up "plays" which are a cadence of how to follow up with clients better.,Helps with tracking customer usage of our platform Helps us set up email/call cadences for different customer plays such as renewals Does a great job of showing me who is really actively using the platform Love the map of which customers are signing in and what their location is,It is a little hard to set up plays at first Sorta confusing to bring accounts over from Salesforce,10,Has a great ROI, really helps me get ahead of account renewals so I can work with the ones who are not as active. Also super positive because with a very quick glance I can get a gist for how many accounts are very active and how many aren't. Another positive, helps management get a great sense of who is doing well at their job vs. not by showing how many accounts they engage with.,,Join.me, SalesLoft, RingCentral,6 to 10 peopleHelping to organize a quickly growing companyWe're using ChurnZero to track our customers journey from On-boarding to Advocacy. Currently this is only being used by our Customer Success team but it fills the void of not being able to track a customer along their lifespan, including any/all activities within our platform that they are doing, last time they logged in, how many surveys have been sent, and a slew of other metrics. We use a lot of "Journeys" that help us keep track of our clients and gives us action items depending on what is going on with that particular user. That's quite helpful.,Help from their CS team and Dev team Loads of customization based on the data you have and want to use/track Pretty responsive to emails,Not being able to email a group of customers that are part of the same company. Each person gets an individual email instead of grouping everyone together on a single email.,9,Better tracking for internal KPI's Organization for a quickly growing company Sometimes it adds to the noise, but that's because we haven't made journeys specific enough and things can get messy,,Intercom, Slack, Calendly,6 to 10 peopleChurnZero allows you to be proactive with customers instead of being reactiveChurnZero (CZ) is being used by the customer success team to manage where our customers are at in onboarding, adoption and advocacy of their success journey. We have a variety of journeys built out to be able to best track out customers. CZ allows us to not only know where people are at but to also be proactive about reaching out when we see drops in usage or other indicators to predict churn. This allows us to be more proactive with our customers. When we got ChurnZero, I felt like a light had just turned on where as before I was trying to find my way around in a dark room. Allows much more insight into our customers.,Journeys and managing where people are at - nice to be able to see where people are at with their usage of our platform Integrating with Salesforce and our own platform - allows us to spread information between teams and colleagues Predicting churn - creating our customized churn score to be able to predict happy / unhappy customers.,Cannot CC people on emails sent from CZ if they are not users in CZ. This is frustrating as we often have several contacts associated with each account that we would want to CC on emails sent from CZ. This makes it so that we don't really use the email feature in CZ. But, our CSM (who is awesome- Chase) told us that functionality is on the roadmap Cannot accurately report on plays - reporting on journeys is great but reporting on plays is difficult A few other technical glitches.,9,We are seeing less churn overall which is clearly a positive impact More accountability for CSMs which is positive More granulated ways to track customers and report on them,Gainsight,6 to 10 peopleChurnZero - Top CRM SoftwareToday, companies are looking for a CRM that is meeting all of their needs, not just part of them and then needing to supplement the software with maybe a detailed spreadsheet or [something] that is not very user-friendly, even if it technically does the job. When I was hired at Briostack, they were using Salesforce. Which has many great things about it. In my experience, it was better than AS/400 for example. Sales and Client Services are the main departments using the CRM. At least with me personally, I found it difficult to track project completion and had a spreadsheet to supplement what I personally was not getting out of Salesforce. I know that there were other areas that motivated the company to look for an alternative, and at the time decisions were being made to go with ChurnZero (CZ), I was very skeptical it would be better than Salesforce combined with my spreadsheet. I was surprised that instead, CZ significantly exceeded my expectations. Not only just with easier project tracking and what my spreadsheet provided to supplement but so much more was introduced that proved to be a more comprehensive solution!,Task Default Setup & Tracking Log Activities Journeys used to section like customer groups Customer Tagging Attachments Sales Product Details NPS Customer Rating and Tracking,It is difficult to find anything I dislike.,10,I am very happy with this NEW and cutting-edge CRM software! CZ is much more advanced than other CRM options. I don't have to have any spreadsheets to supplement a CRM. I highly recommend CZ to ANY company! It will make a big difference in your business and bottom line. Most importantly, your customers will sense you are organized and create a exceptional support experience! The integration with other systems, such as Copper and Zoho, make CZ the most efficient option! When it comes to finding information quickly, being able to track project progress, and just overall saves time so that operations can focus on the customer, because the team is able to much more better, that results in significant savings that ultimately help the bottom line. One of the integrations is with our actual Brio software with Briostack! CZ actually provides information on customers utilization in our own software so that we understand what they are using and what they are not using. This can help in creating an email compaign to maybe market other areas that are under utilized. Or, when speaking with them, to be in the know to a large degree before we even start talking with them related to where they are with leveraging our own company software. I have never seen a CRM do that much for a company!,Salesforce App Cloud,ChurnZero, Zoho CRM, Copper (formerly ProsperWorks),6 to 10 people
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ChurnZero
58 Ratings
Score 9.3 out of 101
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ChurnZero
58 Ratings
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Score 9.3 out of 101

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Marcus Torres profile photo
July 26, 2019

An all-in-one tool that allows teams to be proactive, instead of reactive with their customer base.

Score 9 out of 10
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I think ChurnZero more than holds it own with other products I have used in the past. Their user interface, automation options, data collection, and display match or exceed their competitors. Having said that, what sets them apart is their ability to listen to their clients, take feedback, and make real changes in their product based on that feedback.
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Jordan Chen profile photo
July 20, 2019

ChurnZero is a One-Stop-Shop

Score 9 out of 10
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I would say that all of those tools are great, but just reiterating that the ease and central location of everything that I need is extremely helpful and vital. I literally have everything I need in the various tabs that are included when I look up a specific account.
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David McNerney profile photo
June 05, 2019

Great tool for automating and scaling CSM processes!

Score 10 out of 10
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Good bang for your buck in terms of spend vs feature set, not too expensive, but has all the key features. ChurnZero's high-touch on-boarding process was a big reason why I selected them, I suspected (and this proved true in implementation) that having a dedicated CSM to help us get things set-up would speed up the implementation and launch process which it did.
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Richard Diener profile photo
April 30, 2019

The software is great but their client success is even better

Score 10 out of 10
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We used Amity and Churnzero has direct integration with Quickbooks, very helpful. I evaluated client success but the functionality of ChurnZero was by far more robust. Lastly, the client success process itself of Churnzero puts them head and shoulders above the competition.
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August 15, 2019

An all-in-one churn fighting tool for sales and success teams

Score 9 out of 10
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Churnzero has more actionable data and far deeper segmentation capabilities. Other products seem a little more one dimensional with their offerings while ChurnZero can offer an array of sales and success related features/functions. From plays, to journeys, segments, and Churnscores, there is a lot more data, usage and analytics behind their platform that is super easy to digest and make actionable
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July 26, 2019

How ChurnZero has improved our team, everyday!

Score 10 out of 10
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Compared to Gainsight, ChurnZero is much more user-friendly and quick to adapt to my day-to-day. It allows for much easier integration with third-party platforms in order to get our data into the ChurnZero and allowing our team to move forward. Additionally, moving through Gainsight is very clunky, slow, and requires a 24hour turn-around when adding a new customer or making major changes which I have not found to be the case with ChurnZero.
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Trevor Machinia profile photo
February 20, 2019

A well-designed, purpose-built tool. Loving it!

Score 9 out of 10
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In general, while ChurnZero's reporting is a tiiiiiiny bit less flexible than that of Natero's, it's clear that ChurnZero was more tailor made for teams like ours, both in terms of look and overall functionality. Also, in our interactions with the sales team, ChurnZero seemed more like the kind of company we'd much prefer working with.
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Alex Dingley profile photo
February 15, 2019

How meta!? I'm having a great onboarding experience in the SaaS tool that is supposed to help me improve onboarding in my own SaaS tool.

Score 9 out of 10
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We selected ChurnZero based on how well the sales team was able to help us connect the dots... and how confident we felt in the company, based on the thoroughness of the sales-person. They really did take the time (like we would) to get to know the business needs... whereas the other two sales teams (at Amity and Natero) really lobbed it in as we shopped. Plus, the cost was pretty comparable between all 3. We like the features slightly better with ChurnZero, but mostly — we felt WAAAAY more comfortable trusting them with our business.
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Lisa Hern profile photo
January 26, 2019

ChurnZero Helps You Manage Your Churn Proactively!

Score 9 out of 10
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I feel like ChurnZero has all the right functionality but is a bit simpler to navigate and deploy than Gainsight and also Totango (not that these are bad systems, neither of them is a bad choice, I just find them to be a little overly complicated). While ChurnZero may not have all the features of a Gainsight, I feel it has the right feature sent to help me manage my book of business in real time in ways that don't create more complications.
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Jordan Kruger profile photo
January 08, 2019

Love ChurnZero!

Score 10 out of 10
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We selected ChurnZero because it was easy to use, easy to buy, and it was easy to work with their reps. It was just an easy to transition overall. It has truly helped us gain quick insight into things we were all doing manually before and now everyone's job is a lot easier in my department!
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Rex Muhlestein profile photo
October 02, 2018

ChurnZero - Top CRM Software

Score 10 out of 10
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I am familiar with AS400, Salesforce and other CRM software. Other alternatives no doubt satisfy needs. The main difference, and it is a big one, is it is as if ChurnZero completed a thorough analysis of all competitors and what those software providers do and do not do. They have what the others have, but better. Then, they have much more than the others have, filling a big gap in the market. One factor that I think this was easier for them to do this than more legacy systems, such as AS400, is that it was new and innovative with updated market information from the start. It did not involve a need to try and take where you are and without revamping everything, make it what they need it to be to be more comprehensive. As a result, I sincerely see an opportunity in the CRM market space for ChurnZero to take a majority of the market.
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Feature Scorecard Summary

Role-based user permissions (41)
8.6
API (37)
8.4
Integration with Salesforce.com (34)
8.8
Product usage (48)
8.5
Help desk / support tickets (39)
8.4
NPS surveys (36)
8.4
Sponsor tracking (18)
8.0
Customer profiles (45)
8.5
Automated workflow (47)
8.4
Internal collaboration (37)
8.1
Customer health scoring (48)
8.7
Customer segmentation (46)
8.9
Customer health trends (46)
8.7
Engagement analytics (48)
8.7
Dashboards (47)
8.2

About ChurnZero

ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, (2) assesses customer health and likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. The vendor says ChurnZero customers see ROI in terms of more productive and better informed customer success managers who can provide their customers with better just-in-time service from the automated playbooks.
Categories:  Customer Success

ChurnZero Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Does not have featureRevenue forecasting
Has featureDashboards
Does not have featureCustomer lifetime value
Does not have featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureIn-app communication

ChurnZero Screenshots

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Support Options

 Paid Version
Phone
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ChurnZero Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No