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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

(51-75 of 226)
Companies can't remove reviews or game the system. Here's why
January 04, 2023

Data-driven churn fighting!

AI
Asif Ikram
VP, Services & Operations
VidCruiter (Computer Software, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
ChurnZero is well-suited for data consolidation. We used to hold much of the data in spreadsheets and other disparate systems. This meant that although we had the data, we had no way of overlaying it to see what it meant - ie the clients who were at risk of churn. ChurnZero allows us to see this data with context.
December 22, 2022

Has potential but needs some improvements

Craig Hath | TrustRadius Reviewer
Craig Hath
Client Success
MindFire, Inc. (Marketing & Advertising, 11-50 employees)
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
We have been working to get setup for almost a year now and really haven't had much success. The areas we have trouble in are in getting accurate views of ALL of our clients activities, and then being able to alert the right people at the right time when something important is happending with a client. Right now the alerts and reporting is fairly generic so we are not happen with the information we are getting out.
December 22, 2022

I would not invest in ChurnZero again. Marketing is good, onboarding and support are 1 out of 10.

LW
Leta Wood
VP
MindFire (Marketing & Advertising, 51-200 employees)
Score 1 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Significantly poor decision to go with this company. It has put us behind one year in our customer journey. They agree that they lack support, knowledge and ability to help clients onboard the product. It takes weeks to get responses from them. In meetings they tell us they understand we are 6 months behind on onboarding and they are hiring to help us. But even with escalations the onboard team has their hands tied. CZ doesn't even use their own products. That says something. And they have not been able to give me one reference to talk to. I am highly disappointed that I used CZ for our customer success platform and we are trying to figure out how to unravel the mess that it has made. Literally impacted our organization significantly.
December 15, 2022

Customer Health Meets Proactive Data

Brad Hackett | TrustRadius Reviewer
Brad Hackett
Director of Customer Experience
DriverReach (Transportation/Trucking/Railroad, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Churnzero has been a great platform for us. We are constantly finding new ways to get more out of it. Unfortunately, we did not get fully engaged with it internally for buying until the last 6-months. Our CSM, Tina is amazing, and Kerry prior was amazing as well. They take the time to understand your business and follow up on tasks/requests diligently.
December 13, 2022

ChurnZero is great for not letting accounts slip through the cracks!

Verified User
Employee in Customer Service
Non-profit Organization Management Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is super helpful for me to see a snapshot of my account's health. I view specific data points and all the information in one place for each of my accounts, so I don't have to chase around parts of the puzzle each time I want to review.
December 13, 2022

Excited about results & impact

Verified User
Director in Professional Services
Legal Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is a magnificent platform for better understanding your clients health and to find ways to help them with your product/s. You can get as granular as you want when segmenting the client base to find key insights. The data filters leave something to be desired, as I would like for more options to be able to see trends within our client groups.
December 13, 2022

ChurnZero - Happy client making clients happy!

RM
Ryan McGreevy
Senior Account Manager
Critical Mention (Research, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is great for wanting to know how active or engaged a client is. It is able to keep track of multiple 'actions' and users/organizations can choose how much weight to give each action.

The ability to have emails/outreach automatically go out is also very helpful. We were able to set up some plays to ensure nothing slips through the cracks and since starting those plays nothing has!
December 13, 2022

Great Product!

Verified User
Account Manager in Product Management
Education Management Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
CZ is great for figuring out which customers need out reach outside of a normal touch cycle.

I have a hard time going straight to CZ to do a lot of tasks, a stronger integration with Salesforce would be awesome.
December 12, 2022

Overall, ChurnZero is a very valuable product and we are getting a lot out of it.

SK
Shannon Ketchum
Digital Media Manager
Kickserv (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Overall, we are very happy with the software. While there is room for improvement, we are very pleased with it and are glad we took the plunge. It will serve us well as we build out more plays and alerts.
December 10, 2022

ChurnZero in Customer Success

KR
Kathleen Riley
Customer Success Manager
Definitive Healthcare (Hospital & Health Care, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think ChurnZero is great for someone with an existing book of business because it allows the user to monitor changes in account health in real-time. Being able to see usage, NPS scores, and customer communications paints a clear picture of my relationship with an account. I could also see this being a useful tool for sales, because it allows you to create and prioritize tasks, and send out customized, automated emails. Outside of sales, customer service, and anything communication/behavior-based, I don't know if the ChurnZero I use would be effective.
December 05, 2022

#1 Software for Reducing Churn!

Brittany Cormier | TrustRadius Reviewer
Brittany Cormier
Implementation Specialist
VidCruiter (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is well suited for tracking the client's journey and engagement during the implementation and post-implementation phases. It is less suited for interaction between teams, and the ability to communicate with each other. However, each team has the ability to add notes and comments at various stages of the process which helps keep the lines of communication open between departments.
November 17, 2022

ChurnZero is the tool every SaaS CSM needs.

Adam Temple | TrustRadius Reviewer
Adam Temple
Enterprise Customer Success Manager
Built In (Human Resources, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I really think every CSM at a SaaS company should have ChurnZero. I love the alerts I get for under-utilized products, for upcoming renewals, and in general its ease of use. I don't think ChurnZero makes sense for companies that are non-SaaS. Not sure how its features would solve for non-SaaS businesses.
November 08, 2022

Overall happy with the product

Verified User
Director in Customer Service
Information Technology and Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Integration and ease of access to data are plus points for ChurnZero. UI can be managed well since it is very basic. Reporting is not very impressive and needs to be worked upon. Overall the tool seems satisfactory but still needs a lot of modifications. Very old style UI
October 28, 2022

Review of ChurnZero as a professional in a supporting role outside of a customer success team.

Mariel Bretón | TrustRadius Reviewer
Mariel Bretón
Director of Corporate Programs
Roambee (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurznZero (CZ) is very well suited for global, distributed and remote customer success teams that work in the SaaS start-up environment. They get it, this is their playing field and they have a great platform with useful features that contribute to both time efficiency and process eficacy. The tool will only be as good for your company as the effort you make to name a champion to deploy it and the time investment you make in learning it. If you are serious about fighting churn and are willing to make a commitment for over one year to learn how to use CZ then this is the perfect tool for your organization. After 1 year you will experience its complete capabilities and would have reaped both the short term and long term benefits. It is a tool that needs to be both built in your culture and built up constantly.
October 11, 2022

CZ is a Major Key for CSMs

Hanna Jadin | TrustRadius Reviewer
Hanna Jadin
Customer Success Manager
Recast Software (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is an incredible tool that I use daily as a CSM. The platform integrates with every tool I use (Salesforce, Outlook, etc.) and provides insightful data. It allows our CS team to automate tasks, emails, and stay proactive in communicating with customers. ChurnZero Academy was very helpful in learning how to navigate the platform and utilize the tool to its full capacity.
Top benefits:
-Saves time (plays, integration, automation)
-Mitigates churn risk
-Customizable-Data & visualization
September 21, 2022

CZ is great!

Verified User
Account Manager in Sales
Environmental Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
September 08, 2022

Great platform for driving customer engagement!

BN
Ben Nicastri
Customer Success Manager
HiBob (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 29, 2022

Honest review from a newer CSM

BM
Brandais Markey
Customer Success Manager
DTN (Sports, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 09, 2022

ChrunZero is great for CSM's!

Verified User
Advisor in Customer Service
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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!
August 09, 2022

ChurnZero is the CS lifecycle product you are looking for.

Verified User
Director in Customer Service
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 06, 2022

ChurnZero is a must have tool for Customer Service

Verified User
Employee in Customer Service
Philanthropy Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
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