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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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110 people also want pricing

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Totango

$2,988
per year
What is Totango?

Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.

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

8
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

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
September 29, 2022

ChurnZero is a must if you are in validation for CSM

Verified User
Project Manager in Customer Service
Information Technology & Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
For this year our focus is to put all customer info in one place as this did not exist in my company. With ChurnZero we found that tool and way more, as we found out all the processes we can automate with it.
Pros and Cons
  • Automate your proecesses
  • Complete overview of projects and customer life cycle
  • Nice reporting options
  • Delete accounts by myself (only possible via ChurnZero support)
  • ChurnZero Knowledge base is on a low level - try to bring it more to users
  • User should be able to create / edit their dashboards more to their needs
Likelihood to Recommend
It is a great tool for the customer life cycle but also for the implementation phase of our software
ChurnZero Feature Ratings
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
80%
8.0
Help desk / support tickets
100%
10.0
Customer Success Management (4)
97.5%
9.8
NPS surveys
100%
10.0
Internal collaboration
90%
9.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
90%
9.0
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Revenue forecasting
100%
10.0
Dashboards
60%
6.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (1)
100%
10.0
API
100%
10.0
Return on Investment
  • as we are in our first year with ChurnZero we are not able to tell yet
Alternatives Considered
For our CSM teams it is the better product. Also, in ChurnZero I can create things to our needs
Other Software Used
Usability
9
it would be a 10 if we would be able to delete accounts, contacts... by our own
Support Rating
8
If I need support, it is great. But I receive too many mails of ChurchZero support or CSM to ask if I need some help and they want a call set up to talk. that is not necessary, when I am fine
Users and Roles
15
Customer Succes
Finance
CEO
Support Headcount Required
1
You need some understanding of an CRM and technical knowledge, but also understand the needs of the people & teams working with it
Business Processes Supported
  • Customer Overview
  • Implementation Phase
  • Engagement Phase
  • Reporting
Innovative Uses
  • We can automize more as thought in the beginning
  • The complete overview of a customer
  • The quick and simple reporting
Future Planned Uses
  • We will build sections / tables for project management
  • We will automatize what we have on word doc right now...
Likelihood to Renew
10
We just started to build up and use CZ for our daily needs and it is surprising us a lot what we are able to accomplish with it. Therefor we will keep it in the future
Products Replaced
Yes
The whole Customer Success team switched to CZ instead of Jira (Jira stays for development)
Key Differentiators
  • Product Features
  • Product Usability
The product features might be small on the first sight, but gives you a lot when you dive deeper
Evaluation Lessons Learned
I would do it the same way, as we use it from this year on (spring time)
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
Yes
1. Learning with the Academy and define our processes
2. Set up CZ to our needs
3. Transition phase so people can get used to it as it is their daily tool and to adapt processes after a while working with it and having feedback from the teams
4. Transition closed
Change Management Lessons
Change management was minimal
Some people understand the usage of CZ from the first day on and others need more time. But this is normal when it comes to implement a new tool and get rid of one people knew. My lesson learned: to be more patient and to not expect the same understanding I have ;)
Implementation Issues
  • Understanding the meaning of a feature
  • how to clean up old data
Implementation Rating
10
I implemented CZ in 4 months. When I look back, this is not a long time where I needed to get to know CZ by myself (as I did not have knowledge of it at all..) study the Academy, playing around in the test environment and setting up in live environment.
Premium Support
No, because not needed
Bug Resolution
No
Exceptional Examples of ChurnZero Support
In our starting phase, when no one in my company knew how to set up and deal with a part of the journey. after a call with support it was very clear and we were able to proceed fast.
Easy Tasks
  • Journey
  • Survey
  • Segments
Difficult Tasks
  • Deleting Accounts & Contacts
Mobile Interface Availability and Impressions
Yes, but I don't use it
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