ChurnZero

ChurnZero

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.1 out of 100
Top Rated
ChurnZero

Overview

Recent Reviews

ChrunZero is great for CSM's!

9 out of 10
August 09, 2022
We use ChurnZero to log all of our interactions with our clients. we can also use it to see usage within the system. We also use it to …
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A Great CRM for Success

10 out of 10
July 02, 2022
We use ChurnZero for our Customer Success teams daily functions. ChurnZero has enabled us to begin proactive outreach and management of …
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Awards

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

Popular Features

View all 16 features
  • Automated workflow (155)
    8.4
    84%
  • Customer health scoring (158)
    8.3
    83%
  • Product usage (155)
    7.9
    79%
  • Dashboards (156)
    7.7
    77%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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What is 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)…

Entry-level set up fee?

  • No setup fee

Offerings

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

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Alternatives Pricing

What is Gainsight Customer Cloud?

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

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is also…

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Product Demos

Simply Put, ChurnZero Helps SaaS Companies Fight Churn.
01:43
ChurnZero - Untappd Customer Testimonial
02:05
ChurnZero - FiscalNote Customer Testimonial
02:10
Meet the Churn Monsters: Disengaged Dave
01:03
BIG RYG DC 2021 - Where is Customer Success Headed
49:19
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Features Scorecard

Security

9.1
91%

Platform & Infrastructure

8.7
87%

Customer Data Extraction / Integration

7.4
74%

Customer Success Management

8.2
82%

CSM Reporting & Analytics

7.9
79%
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Product Details

What is 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.

ChurnZero Features

Customer Data Extraction / Integration Features

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

Customer Success Management Features

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

CSM Reporting & Analytics Features

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

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

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

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing a powerful overview of everything in progress.Screenshot of Collect, analyze and turn customer data into actionable insights.Screenshot of The most effective way to reach customers when and where they need it most is within the tools themselves, with ChurnZero's superior set of communication features. ​Screenshot of Grow your book of business without overwhelming the team by automating customer engagements. ​
​

ChurnZero's best-in-class automation makes it possible for you to scale effectively without sacrificing the high-touch service your customers expect.Screenshot of Teamwork makes the dream work, including both internal and external teams. ChurnZero's collaboration features make it easy to keep all groups in the loop. ​

ChurnZero Videos

ChurnZero helps subscription businesses fight churn. The platform is designed to help Customer Success teams intimately understand their customers. Whether it’s getting in front of changing customer health, upcoming renewals, or expansion opportunities, ChurnZero helps Custo...
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How ChurnZero is helping Untappd improve its onboarding and customer engagement while helping increase customer retention 12%.
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
Abby Hammer, Chief Customer Officer at ChurnZero and You Mon Tsang, CEO & Founder of ChurnZero discuss how far Customer Success has come, and where it is heading.

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Gainsight Customer Cloud, Totango, and ClientSuccess are common alternatives for ChurnZero.

Reviewers rate Role-based user permissions highest, with a score of 9.1.

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

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Reviews

(1-25 of 103)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero was a solution that better fit our needs. The pricing was better for our budget, and the product wasn't split up into pieces like some other products were. As a B2B software company, the ability to have ChurnZero sit in our app for success centers, walkthroughs, and training was huge. Other companies offered those as well, but ChurnZero's seems like not only the easiest dev process but the best use case for our customers.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce is great for storing your data in one centralized place. It doesn't track usage though, and that's why I like ChurnZero. ChurnZero gives you insight into the customer's journey. Salesforce is more of a customer relationship management database. The good news is you can integrate the two together for a seamless workflow.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We chose ChurnZero due to a few factors. The first was cost, ChurnZero offered a package that fit our lower budget while Gainsight did not have any wiggle room with a more expensive product. Next, the implementation period for ChurnZero was much faster than that of Gainsight. Last, ChurnZero offered similar product matches however adoption was much faster.
Gino Orvieto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
During the sales cycle, ChurnZero seemed to better fit our use-case of "early stages" start-up, and they provided better pricing options. But it was more than just pricing. We felt that the ChurnZero team "talked the talk and walked the walk" when it comes to Customer Success. The expertise of their own Customer Success team allowed us to trust them with the growth and maturity of our CS team.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I compare ChurnZero to Salesforce because of the flexibility of the platform and the powerful reporting tools. The ability to set specific events and milestones for your clients is instrumental to having a better idea of how successfully your clients are adopting your services. I would say that ChurnZero is easier to use and to learn overall than Salesforce and that the team behind the product is a huge boon for learning and setting up the platform.
Score 10 out of 10
Vetted Review
Verified User
Review Source
In comparison to what I have been using in the past, ChurnZero sets the bar for customer interaction. With the ease of access and cross-department compatibility, it's been refreshing to have a service that makes it that much easier to identify any trends from my clients. Great software that when stacked against the competition is the clear winner.
Klaas Schippers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero has a better tech stack, but was in price comparable with ClientSuccess. We dug deep and found out that ChurnZero has more specific features that we wanted to use. One of the key differences is the great Slack application that ChurnZero offers that ClientSuccess does not have. ClientSuccess however does report on multicurrency.
Will Patterson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight CS and Gainsight PX are both amazing platforms in their own right, but the integrations between the two are still (many years post-acquisition of aptrinsic) just okay. Gainsight is certainly moving in the right direction, with its acquisition of inside for example. But the behemoth platform is still a few years away from being a true single pane of glass. From an ops perspective, seeing that ChurnZero had many of these elements married into a single platform was comforting. Things just work and the UX/UI greatly benefits from having the tools integrated. Where in Gainsight, if I wanted to make a multi-channel touch campaign within Journey Orchestrator, I'd need to set aside at least an hour (if not more - if the audience for that JO was going to be complex) to build out a proper journey. ChurnZero makes building these journeys extremely easy. Even the building of audiences is easy. In fact, the Segments feature alone within ChurnZero is just lightyears better than what I was working on within Gainsight, plus it's something I was able to empower my CSMs to be able to use.
Score 7 out of 10
Vetted Review
Verified User
Review Source
This is my first time to be working off the Customer Success platform on a day-to-day basis. While I have not had the chance to work closely with other Customer Success Platforms, I would love to experiment with Planhat sometime due to the favorable reviews I have come across recently.
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero was feature-rich and had everything we needed (Totango was lacking in key features such as displaying a journey to a customer and having them follow along). ChurnZero was way more financially approachable than Gainsight. ChurnZero also was much more of a CS platform than Monday. Monday is a great project management tool but definitely not a CS tool. Salesforce's solution was also much more of a project manager than a CS automation tool.
Mike Holihan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Freshsuccess (formerly Natero)
Much more robust with plays, segmentation, and in-app messaging capabilities. Also, better sales experience. Churn Zero took the time to learn our business and that made our implementation more customized for us. There were also integrations to other systems that we use that other solution didn't have. Overall, ChurnZero felt like the most complete solution for end-to-end customer experience and success management.
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