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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 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 (214)
    8.0
    80%
  • Product usage (214)
    7.9
    79%
  • Customer health scoring (219)
    7.9
    79%
  • Dashboards (216)
    7.0
    70%

Reviewer Pros & Cons

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Pricing

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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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Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded…

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 8.6

Platform & Infrastructure

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

8.2
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.9
Avg 8.6

Customer Success Management

Customer Success Management

7.4
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
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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 Technical Details

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

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

(301)

Attribute Ratings

Reviews

(1-1 of 1)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use it only at the Customer Success department. It helps us structure the CS mindset throughout the company, helping us organize our customer information on our CRM - with easy-to-use software and playbooks that help us with bulk actions.
Our CS department is recent in the company, but the ChurnZero team really helped us with great service and product, and also showing us how CS can be used in all fields in a company, helping us shape our company here.
  • Helping us with questions.
  • Attending our needs regarding the system and CS in general.
  • Organization of our database.
  • Centralisation of information from all the management systems we use.
  • Great UX.
  • Easy-to-use platform.
  • Better method of integration with systems that don't have native integration.
  • Different language speaking employees. As we are from Brazil and not all of us speak English, sometimes, the communication was a bit difficult. But they did their best with what they had right now.
Well suited:
- To be used as a method to learn and take actions based on what your customers think of you.
- Tracking NPS.
- Tracking the satisfaction of the customer.

Less appropriate: used as a CRM. Even thought they are great, the platform does not have the resources for that.
Customer Data Extraction / Integration (2)
40%
4.0
Product usage
30%
3.0
Help desk / support tickets
50%
5.0
Customer Success Management (6)
80%
8.0
NPS surveys
100%
10.0
Sponsor tracking
20%
2.0
Customer profiles
100%
10.0
Automated workflow
90%
9.0
Customer health scoring
80%
8.0
Customer segmentation
90%
9.0
CSM Reporting & Analytics (3)
80%
8.0
Customer health trends
100%
10.0
Engagement analytics
80%
8.0
Dashboards
60%
6.0
Security (1)
70%
7.0
Role-based user permissions
70%
7.0
Platform & Infrastructure (2)
90%
9.0
API
80%
8.0
Integration with Salesforce.com
100%
10.0
  • Great price compared to competitors, even Brazilian ones.
Another product not listed: SenseData.
They were great contestants with even more structure and functions to the platform, but it was more expensive and CZ already fulfilled our needs.
1 to 5 people
5
Customer Success Managers, The head of CS department, Customer Success Operations.
1
  • Playbooks.
  • Campaigns.
  • Customer profiles.
  • Helping us with a marketing campaign.
  • Integration with Pixeon's systems and tracking activities of customers.
Great support and relationship with them.
No
  • Price
  • Product Usability
  • Prior Experience with the Product
Price
I did not participate on the decision making, but negotiate more users to use CZ.
  • Implemented in-house
No
Change management was a small part of the implementation and was well-handled
  • Difficulty to integrate different systems to CZ.
Sometimes, it can be hard to implement other systems to CZ.
  • Online training
  • in-person training
There are functions that is not so easy to pick up on your own. I recommend watching the webinars and doing the training. It really helps.
Sometimes, it is too limited.
To get CZ if you use other products that have native integration with it.
No - we have not done any customization to the interface
No - we have not done any custom code
All the customization is really easy and speaks well with Salesforce.
I didn't use the support very much yet. The few times I used, was great.
Yes
Yes! It was resolved before we even finished our talk with them.
It was actually always a fast response.
  • Playbooks.
  • Playbooks reports.
  • Segments.
  • Explaining bulk actions to our CSM.
Because we can do almost anything we want there. Sometimes, a few kind of segments are hard to filter, but overall it is great.
Easy to escalate.
Quick response by the CZ team.
  • Benner
  • Dynamics
  • Jira Service Desk
  • Other Pixeon products to be done
Salesforce: native integration - easy.
Jira: supposed to have native integration but our Jira is on premises so it did not work, have to do it by API.
Benner: doens't have native integration and it is a complex system. The integration is still on evaluation but it does not work properly yet.
Dynamics: stating to integrate now.
  • Dyanmics - services use, not CRM.
I don't know.
  • File import/export
  • API (e.g. SOAP or REST)
Could be easier.
I didn't participate on the saled process
5 licences to use.
Free use for other Pixeon users to integrate other systems.
No
  • More users.
No
No
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