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ChurnZero

ChurnZero

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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Recent Reviews

ChurnZero is AWESOME!

10 out of 10
April 01, 2024
Incentivized
I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown …
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ChurnZero Review

10 out of 10
March 04, 2024
Incentivized
We use ChurnZero for our implementation and client success teams. ChurnZero has allowed us to build scalable processes for both functions …
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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 (215)
    8.0
    80%
  • Product usage (215)
    8.0
    80%
  • Customer health scoring (220)
    7.9
    79%
  • Dashboards (217)
    7.1
    71%

Reviewer Pros & Cons

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Verified User
Account Manager in Customer Service
Consumer Goods Company, 501-1000 employees
KB
Kyle Bell
Customer Success Manager
PTC (Computer Software, 10,001+ employees)
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Pricing

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ChurnZero

ChurnZero

N/A
Unavailable

What is ChurnZero?

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.…

Entry-level set up fee?

  • No setup fee

Offerings

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

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Gainsight CS

Gainsight CS

$2,500
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What is Gainsight CS?

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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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.7
Avg 8.7

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

8.2
Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

7.9
Avg 8.7

Customer Success Management

Customer Success Management

7.5
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.2
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Product Details

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

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible 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.
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...
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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...
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ChurnZero Integrations

ChurnZero Competitors

ChurnZero Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

ChurnZero Downloadables

Frequently Asked Questions

Gainsight CS, Totango, and ClientSuccess are common alternatives for ChurnZero.

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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Comparisons

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Reviews and Ratings

(305)

Attribute Ratings

Reviews

(26-50 of 226)
Companies can't remove reviews or game the system. Here's why
September 18, 2023

ChurnZero is a CS Must-Have.

Brad Falvey | TrustRadius Reviewer
Brad Falvey
CS Ops Manager
SchoolStatus (Education Management, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is well suited for all things Customer Success. We used to have our CSMs live on multiple platforms, but CZ allows us to take all their current daily workflows. Using in CZ only. As for less appropriate examples, please refer back to the previous question on limitations.
August 30, 2023

ChurnZero is Awesome!

Verified User
Manager in Customer Service
Information Technology & Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
There are a lot of business cases for ChurnZero and, candidly, after 5 years sometimes I feel like I am barely scratching the surface of what we could be doing to reduce churn and engage customers to better utilize our product. ChurnZero has been helpful for our organization in targeting the key product components needed to keep our customers sticky and really focus proactively on the risk elements.
August 29, 2023

ChurnZero or Churn"Hero"

Holly Maddox, Ed.S | TrustRadius Reviewer
Holly Maddox, Ed.S
Client Success Manager
Crisp (Marketing & Advertising, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When I get off a Zoom call, I can easily go in, copy and paste the link, mark the task as completed, and Churn sends out an email to my client at 5 p.m. to see how they enjoyed the call. I really love that. Churn also helps remind me of upcoming tasks and helps keep my thoughts organized by what is a higher priority and what is a lower priority. I like that it tells me when I should be sending specific email templates to clients.
July 21, 2023

ChurnZero a game changer in the customer success world!

IS
Isaac Sprague
Customer Success Manager
Caliber Public Safety (Public Safety, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is best suited for businesses that have a heavy customer load, and have various data points they need to know. ChurnZero is a "one-stop shop" for data. Previously, I would have to go to Outlook, our sales software, and our support ticketing software to find products owned, contact information, support tickets, sales opps, or whatever bit of data I needed. Now with tight integration that ChurnZero has, I literally search for the customer, go to their landing page and I can see all their information in one stop.
June 20, 2023

ChurnZero is awesome

Alex Price | TrustRadius Reviewer
Alex Price
Client Success Manager
WatchMyCompetitor (Market Research, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When you have a book of clients who you need to monitor and prioritise, Churn Zero is the one. They really allow in an depth segmentation and customised approach which gives a perfect opportunity to be strategic in my role. Given we usually work with a large book of clients, this is invaluable to cut out the noise and spend time where it is needed. The plays then mean I can automate a lot of the manual outreach which comes with a customer account manager role - its just a game changer
June 01, 2023

CS Hub, Easy Implementation, Great Customer Support

Hilarie G. Williams | TrustRadius Reviewer
Hilarie G. Williams
Senior Customer Success Manager
Demandbase, Inc. (Computer Software, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are a larger company (500+ employees), ChurnZero is right for you; if you are a smaller organization looking for a tool to be used by your CX org, and track onboarding milestones, customer journeys, and give your CSMs a hub to do their work, there are other tools that require less of a lift to implement, and have similar functionality.
May 29, 2023

ChurnZero is a gamechanger for segmenting customer interactions in the EdTech space!

BH
Blair Husted
Senior Customer Success Associate
Life is Tech, USA (Education Management, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is perfect for companies looking to segment accounts and contacts for meaningful and intentional interactions and insights. As an EdTech company with schools and districts as our customers, we needed to segment accounts based on program type, and contacts based on their role. The segments allow us to do this and individually track account and contact progress, then make decisions and outreach based on our insights for each segment.
May 29, 2023

ChurnZero review

Verified User
Advisor in Customer Service
Transportation/Trucking/Railroad Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Overall, ChurnZero is a valuable tool for subscription businesses that are looking to reduce churn, expand their customer base, and improve their product adoption and customer experience. However, it is important to consider the specific needs of your business before deciding whether or not ChurnZero is the right solution for you.
May 02, 2023

A fantastic all-around Customer Engagement Platform with great value for its cost

Andrew Mooney | TrustRadius Reviewer
Andrew Mooney
Sales Systems Manager
Built In (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is a great tool for those looking for something more usable and less expensive than some of the other major competitors in the marketplace. It allows you to deeply customize your customer experience, from NPS to CSAT scores, while also allowing for journeys to help guide your customers on how to best use your product. For smaller SaaS organizations, ChurnZero is the perfect balance between cost and customizability. And, as a company dedicated to keeping your customers happy, they have an exceptional customer success to help guide you through the process every step. A great product, and a great team.
May 02, 2023

Great product for bringing more value to your customers through better management at a fair price

CJ
Charlotte Jupp
Head of Customer Success
Panaseer (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Speed to get up and running - got all data sources integrated within 3 months. Ability to cluster customers for reporting based on their properties and behaviours. Automation and standardisation capabilities that support growth and low/high touch customer models.
April 19, 2023

Customer Success Teams - Work Smarter Not Harder with this great tool!

Verified User
Account Manager in Professional Services
Marketing & Advertising Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is great for a Customer Success team that is looking to gain additional insights and alerting when customers are showing initial warning signs and allows the CS team to act in a timely manner in order to rescue the customer relationship before it's too late. It is also very helpful for a team with a larger book of business so they are able to use plays to better automate more the more routine outreach touch points to customers.
I haven't yet found a scenario where ChurnZero is less appropriate but perhaps for teams that are not focused specifically on Customer Success.
April 06, 2023

ChurnZero makes your day to day a breeze!

Kalyn Thorne | TrustRadius Reviewer
Kalyn Thorne
Client Success Partner
Dice (Information Technology & Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero has really helped me set up and streamline my day. Using ChurnZero to track and manage my daily tasks, as well as using the health scores to help identify those clients that need more touch bases. Setting up segments, is also a great way for me to view data, various ways that we don't have the internal ability to pull. This has been very beneficial to my workflow, and helps create better client relationships!
March 27, 2023

Good system that helps you do more with your customers

Verified User
Account Manager in Sales
Information Technology & Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For managing customers on scale ChurnZero is a really good tool. The majority of people have used a CRM, but using a system like ChurnZero alongside a CRM allows you to take the customer experience to the next level. I can touch more customers with the same amount of effort as traditional methods.
March 27, 2023

Intuitive and Informative!

Verified User
Analyst in Marketing
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
ChurnZero is a great tool for managing your CS organization in an optimal way to make data-driven decisions and excel at anything account-management-related. It generates insights that can benefit not only CS but the entire company and is a treat to work with. I wholeheartedly recommend using ChurnZero if you manage a large pool of clients and would like to stay on top of your customer success goals.
March 06, 2023

Great Product

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend ChurnZero to any customer success team looking to manage their relationship with clients more effectively. I think ChurnZero is great for mid-size companies and they do a great job at supporting smaller teams. I would say that in order to set up the platform in an effective way other teams need to be involved.
March 04, 2023

Overall best Customer Management / Growth software

Verified User
Employee in Customer Service
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We are many customer success managers at the moment. ChurnZero is helpful to see and assist ALL customers, assigned to me or not. This is helpful as we can always pick up right were they left off for pending tickets, training, issues with the last point of contact.
March 03, 2023

Zero to worry about with ChurnZero

RL
Richard Lewis
Client Success Opertations Manager
MarcomCentral (Online Media, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero can do so much, it is hard to know of and keep track of all the things you can do. I will say you can get amazing segments using data from your products and CRM to automate a variety of activities and create actionable tasks. It also does an incredible job at keeping your customers informed through a variety of communication tools (email, messages or notifications, walk throughs and success center/panels). I am constantly asked to do things with CZ for sales, but considering it is targeted for customers, I often cannot oblige; unless it is to upsell or expand.

We have a few product lines that are independent of each other (although may all be integrated at some point) and we are trying to use CZ to support the accounts and contacts in these different silos. You can do it, but you really need to know what you are doing or the information may be very misleading. It would be nice to have a simple way to partition the different products and choose what you want to connect.
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