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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
Per Company Per Month
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

(76-100 of 226)
Companies can't remove reviews or game the system. Here's why
July 02, 2022

ChurnZero - the CSM and retention software you never knew you needed

TN
Thomas Nickel
Customer Success Manager
BoxCast (Broadcast Media, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 02, 2022

A Great CRM for Success

Verified User
Employee in Other
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
June 28, 2022

ChurnZero is the must-have tool if your CS Team is ready to take it to the next level!

Gino Orvieto | TrustRadius Reviewer
Gino Orvieto
Principal Technical Account Manager
Armory (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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!
June 11, 2022

Powerful, scalable tool after enduring tricky backend configuration with outside CRMs.

Chris Williams | TrustRadius Reviewer
Chris Williams
Lead Customer Success Manager
Nylas (Computer Software, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 09, 2022

ChurnZero to Hero- A Platform that gives back more than you put in

JC
Joseph Clark
Implementation Project Manager
Interplay Learning (Education Management, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 09, 2022

A General Review of ChurnZero

MM
Mckay May
Customer Success Manager
Kenect (Telecommunications, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
May 13, 2022

Great tool to manage your customers in a more effective way!

Verified User
Employee in Customer Service
Education Management Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
May 13, 2022

En Route to Zero Churn with Churn Zero

Frank Bauer | TrustRadius Reviewer
Frank Bauer
Customer Success Manager
TalentReef (Staffing & Recruiting, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
May 12, 2022

ChurnZero is a game changer

Aaron Schafer | TrustRadius Reviewer
Aaron Schafer
Customer Success Manager
ABBYY (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Well suited for customer success teams that want to progress and stay on top of their game while keeping their accounts engaged and successful. We use playbooks and journeys with specific formulas to automate or trigger alerts and tasks that help us stay on track.
May 08, 2022

ChurnZero is a powerful tool setup and used properly

Verified User
Analyst in Information Technology
Computer Software Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
May 04, 2022

Best of Breed Customer Success Platform

Will Patterson | TrustRadius Reviewer
Will Patterson
Program Manager, Customer Experience
Boulevard (Information Technology & Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
April 28, 2022

ChurnZero makes my Account Manager life so much easier!

Gianna Cassio | TrustRadius Reviewer
Gianna Cassio
Strategic Account Manager
Duda (Internet, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
April 15, 2022

ChurnZero - The mighty CS platform albeit with an Achilles' heel

Verified User
Consultant in Other
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
ChurnZero is a great tool for customer/data segmentation. It is a great way to help organize your customers in specific views for when you would like to break your customer base down to segments for any upselling campaigns or renewal automation workflows. We also take advantage of their top-notch metrics and events to always be on top of the game in terms of tracking down the current status of our customers.
March 28, 2022

ChurnZero is my Hero!

Verified User
Professional in Professional Services
Information Technology & Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
ChurnZero offers the most aesthetically pleasing UI and a UX that makes complex configurations and enablement achievable for admins across varying levels of expertise. As an admin, set up is a seamless experience. As a user, I have concrete functionality to enable me to be effective in my day-to-day; as well as strong visibility regarding what's happening with customers given ChurnZero's core functionality and Segments. I think there are areas where CZ (ChurnZero) could become an even better platform; data aggregation support across multiple sources for account insights and dashboard feasibility, internal email messaging via playbooks, and with more data structure flexibility.
March 14, 2022

Successful Customer Success with Churn Zero

Verified User
Employee in Customer Service
Marketing & Advertising Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's a great tool, that integrates well with other tools. The one thing I struggle with is having to manage customer time and personal project time in different tools. I want to create tasks that are not client-specific but are related to my overall role and I want to track how much time is spent on them.
March 03, 2022

The best solution for customer success and experience management.

Mike Holihan | TrustRadius Reviewer
Mike Holihan
Director of Marketing and Customer Success
MasterLibrary (Facilities Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are a SaaS business looking to have all of your customer data centralized in one area, with robust segmentation, automation, and reporting, this solution is for you. It is not a ticket system. It integrates well with Salesforce and our customer data is handed off from sales in Salesforce to ChurnZero for our customer success teams.
March 03, 2022

ChurnZero, one churn score to rule them all

Mark Polino, CPA.CFF.CITP, CGMA | TrustRadius Reviewer
Mark Polino, CPA.CFF.CITP, CGMA
Director of Customer Success
Fastpath (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's reasonably easy to get started. The reporting tools are easy to use and build reports with cross app data. A single churn score is helpful for everyone to work off the same metric. Alternate churn scores are available for different looks, but it's not easy to compare alternate churn scores across customers.
February 28, 2022

Best AM/CSM platform on the market that I have used

Zlatan Divjakinja | TrustRadius Reviewer
Zlatan Divjakinja
Account Manager, Customer Success
SalesIntel.io (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would highly recommend ChurnZero over any other AM/CSM enablement platform. It is straightforward to use, and their customer support team is fantastic! You have to invest time integrating it and fine-tuning it for your usage and team. That is the initial investment that you need to make from the beginning to set your team and clients up for success.
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