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 (159)
    8.3
    83%
  • Product usage (156)
    7.9
    79%
  • Dashboards (157)
    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 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…

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…

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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. Schedule your live demo here.

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. ​
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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 163)
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September 21, 2022

CZ is great!

Score 9 out of 10
Vetted Review
Verified User
Review Source
CZ helps with my every day things to do and my all around job. It's easy to go account to account to check on my customer usage, churn score, and tasks.
Score 9 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is well suited to any scaling CS organisation, especially those leveraging multiple platforms across sales, support, product, and BI. Allowing the team to refocus their time on value added activities rather than constantly wrangling data to understand what to do next with their customer.
Score 10 out of 10
Vetted Review
Verified User
Review Source
For companies just beginning to implement Customer Success Managers and looking to fight churn, ChurnZero is a great first step! Very user-friendly and an all-in-one multitool that offers endless value to a team. I believe Account Managers/Executives can find a lot of value in this software as well, specifically in upsells and being more informed on accounts.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We spend our day contacting our clients and making sure they are happy. ChurnZero is amazing to use so that we can keep track of every interaction by the client. We can create tasks as to-do lists for proactive reach outs. Great tool for all things needed for your CSM teams!
Score 10 out of 10
Vetted Review
Verified User
Review Source
Their implementation teams are fantastic, and their knowledge base is great, making for a great onboarding experience. Most CS software like ChurnZero is built for large companies and large client bases, but the software is also applicable to smaller companies like mine based on the ability to scale the product as you grow as a company. ChurnZero should become your daily use tool for your CS team, in conjunction with your product and CRM. This is not just an onboarding tool, but a lifecycle product meant to be used to manage your client's needs for the life of their interaction with your company.
Score 10 out of 10
Vetted Review
Verified User
Review Source
A growing customer organization is well suited for this product. The tracking of the usage and automation is the best way to stay proactive and efficient. I would say that a small customer service shop may not need something like this. It depends on the business and the daily operations and volume of your customer base.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I would recommend ChurnZero to literally anyone that could benefit from user insights and client retention processes. Sure there are some small things I would tweak, but this could be said of any product since every company has slightly different needs. There are no unicorns that do attrition prevention, CRMs, email clients, and VoIP phone systems all in one. But ChurnZero when used alongside a good CRM is as close as you are ever gonna get. I couldn't recommend it more, and every CSM we have worked with while using their product has been phenomenal. I also would say that their academy for training is one of the best I have ever seen and makes it super easy to get up and running on your own time. They have great resources for this if it's hard for you to get time on the calendar with their people for onboarding. But I would still recommend talking to them if you can because it's always a pleasure.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is well suited for any CS team looking to better operationalize their actions. It can benefit both high touch and low touch client use cases and is great for small to medium size teams. More data driven SaaS companies may find the implementation side different from expected or not quite fit for their needs.
Gino Orvieto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is great for companies that have made the decision to increase the maturity of their Customer Success function. Managing a CS team with spreadsheets is just a nightmare! When CS teams start to scale, the need for a CS tool is a must, and ChurnZero fits the "just starting out" use case greatly. The mere concept of the churn score introduces a layer of sophistication to these teams. The great thing is that ChurnZero will grow/adapt as your CS function matures. ChurnZero can help create automated actions through customer journeys, you can assign automated actions to take place at different stages of the customer lifecycle. ChurnZero is also a great tool to provide CS visibility to the rest of the company. Which customers are at risk? Which customers are up for renewal? All that can easily be shared with the rest of the company using ChurnZero. I think ChurnZero is less appropriate for a company that even though has a CS function, is not willing to put in the time or the work to get ChurnZero to work for them! Meaning, if a company hasn't decided to increase the maturity of the CS function, then they are not ready!
Chris Williams | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is a fantastic tool that's tailor-made for Customer Success teams, but it's fairly narrowly targeted at that niche. It's optimized for post-sales customer account management and that alone. ChurnZero is especially valuable for managing larger books of business at scale and less optimal for smaller, higher-touch BoBs for which automation is less critical.
Score 10 out of 10
Vetted Review
Verified User
Review Source
This is a truly impressive platform and tool for any business. Sure, it requires some effort and time to set up. However, ChurnZero has a team of dedicated and knowledgeable associates that will help you every step of the way. You really need to treat them like an extension of your own team, but the effort to get everything set up and functional is well worth it. Highly recommended.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Anytime I learn that someone in my organization isn't using ChurnZero, I do everything I can to quickly get them up to speed on how to use the product. I use ChurnZero daily, and I can't imagine being in my current role without utilizing it. My workload is heavy and ChurnZero makes it much more manageable.
Klaas Schippers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Suits well if you want to scale your organisation, or have a very complex tool, absolute gamechanger if you want to scale AND have a sophisticated product that you offer to your customers.

Unfortunately, ChurnZero does not support MultiCurrency yet, this means that, if your organisation sells and reports in multiple-currencies, you need to take some extra steps during the implementation process.
Score 10 out of 10
Vetted Review
Verified User
Review Source
For people working with customers who want to become more proactive, this is a great tool. You become more efficient at work, can manage more customers at the same time as well as you getting more creative of thing you can develop towards customers.
Frank Bauer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Scenarios that are helpful to monitor and track in ChurnZero are creating and maintaining a success plan with a customer who may not be as happy with the system or using it as much. I was able to monitor customer responses and usage and was able to pinpoint where they were having trouble.
Score 8 out of 10
Vetted Review
Verified User
Review Source
CZ is great for aggregating data from many sources and helping you build a more complete picture of your customer's journey in your app. You can lean on the included CSAT, NPS and other surveys to collect actional feedback from clients to help you improve your service and experience.

Where CZ struggles is when you have an app that supports multiple sub accounts and users that normally exist in more than one of those sub accounts. You end up with a bunch of duplicate contacts which requires you to have to go through and tag one contact on each account in order to avoid sending duplicate email blasts to customers.
Will Patterson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I honestly believe that ChurnZero is one of the best customer success platforms on the market right now. It's entirely focused on being a best-of-breed platform for not just the CS Ops professional, but the CSMs who use it each and every day.
Gianna Cassio | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
ChurnZero is well suited for me because it allows me to manage my day more efficiently, set reminders to do in the future, and continue to manage my accounts and assist them in growing. We are still working on pulling more data into our ChurnZero, so I currently need to go to other systems to look this up, which currently takes me some time.
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