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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

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

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

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
September 03, 2020

ChurnZero actually helps with keeping your churn zero!

BD
Beatriz de Rosa Soares
Customer Success Operations
Pixeon (Information Technology & Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
ChurnZero Feature Ratings
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
Return on Investment
  • Great price compared to competitors, even Brazilian ones.
Alternatives Considered
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.
Other Software Used
Number of Customer Success Managers
1 to 5 people
Users and Roles
5
Customer Success Managers, The head of CS department, Customer Success Operations.
Support Headcount Required
1
Business Processes Supported
  • Playbooks.
  • Campaigns.
  • Customer profiles.
Innovative Uses
  • Helping us with a marketing campaign.
Future Planned Uses
  • Integration with Pixeon's systems and tracking activities of customers.
Likelihood to Renew
10
Great support and relationship with them.
Products Replaced
No
Key Differentiators
  • Price
  • Product Usability
  • Prior Experience with the Product
Price
Evaluation Lessons Learned
I did not participate on the decision making, but negotiate more users to use CZ.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Change Management Lessons
Change management was a small part of the implementation and was well-handled
Implementation Issues
  • Difficulty to integrate different systems to CZ.
Implementation Rating
7
Sometimes, it can be hard to implement other systems to CZ.
Training Types Used
  • Online training
  • in-person training
In-Person Training
7
Online Training
8
Ease of ChurnZero 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.
Product Configurability
7
Sometimes, it is too limited.
Configuration Lessons
To get CZ if you use other products that have native integration with it.
UI Customization
No - we have not done any customization to the interface
Extensibility and Customization
No - we have not done any custom code
Additional Customization Considerations
All the customization is really easy and speaks well with Salesforce.
Support Rating
9
I didn't use the support very much yet. The few times I used, was great.
Bug Resolution
Yes
Yes! It was resolved before we even finished our talk with them.
Exceptional Examples of ChurnZero Support
It was actually always a fast response.
Easy Tasks
  • Playbooks.
  • Playbooks reports.
  • Segments.
Difficult Tasks
  • Explaining bulk actions to our CSM.
Usability
8
Because we can do almost anything we want there. Sometimes, a few kind of segments are hard to filter, but overall it is great.
Scalability
10
Easy to escalate.
Reliability and Availability
10
Quick response by the CZ team.
Performance
7
Systems Integrated With
  • 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.
Future Integration Plans
  • Dyanmics - services use, not CRM.
I don't know.
Types of Integration
  • File import/export
  • API (e.g. SOAP or REST)
Ease of Integration
8
Integration Lessons Learned
Could be easier.
Pre-Sale Experience
I didn't participate on the saled process
Post-Sale Experience
10
Key Negotiation Points
5 licences to use.
Free use for other Pixeon users to integrate other systems.
Upgrade Process
No
Anticipated Benefits from Future Upgrades
  • More users.
Migrating Between Editions
No
Future Edition Upgrade Plans
No
July 12, 2019

New to ChurnZero and very happy thus far!

BB
Ben Butler
Customer Success Manager
Workzone (Internet, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
ChurnZero is being utilized across several departments including Customer Success, Sales, and Product Specialists. The data reporting allows us to see trends and stay on top of our customer's journeys while also helping us take a proactive approach to at-risk of churn accounts. From an engagement perspective, the realtime data certainly helps us connect with our customers to help them see the value they are getting from our site. On the flip slide, the data also lets us strategize with customers who may be struggling to get things going and may need a boost in the right direction.
Pros and Cons
  • The command center dashboard/UI is fantastic and allows me to see all of my tasks and to-dos in one place.
  • The alerts/messaging/playbooks all work beautifully together where I can automatically receive a notification to interact with an account based on specific criteria that we set so that nothing falls through the cracks and we can stay on top of everything in a very manageable way.
  • Being able to track all of the customer activity within the site helps us to strategize with each and every one of our customers in a very specific manner allowing us to build much stronger relationships.
  • I have not had enough experience with ChurnZero to where I can recommend areas that could use improvement. As a new addition to the CSM team, our department is still getting a handle on all of the functionality and capabilities that ChurnZero provides.
Likelihood to Recommend
ChurnZero is very well suited for Customer Success teams that want to build engaging and long lasting relationships with customers outside of the initial onboarding process. Whenever your software is involved in the process change management realm, being able to change strategies and approaches is important and ChurnZero will allow us to follow up with actual data to help keep the key decision makers accountable.
ChurnZero Feature Ratings
Customer Data Extraction / Integration (2)
100%
10.0
Product usage
100%
10.0
Help desk / support tickets
100%
10.0
Customer Success Management (7)
85.71428571428571%
8.6
NPS surveys
100%
10.0
Sponsor tracking
N/A
N/A
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
100%
10.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (3)
100%
10.0
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Dashboards
100%
10.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (2)
50%
5.0
API
100%
10.0
Integration with Salesforce.com
N/A
N/A
Return on Investment
  • Too early in the process to tell.
Alternatives Considered
As a CSM at my previous employer, the CRM was homemade and not very useful or robust in its capabilities.
Other Software Used
Number of Customer Success Managers
1 to 5 people
Training Types Used
  • Online training
  • Self-taught
Online Training
10
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
Ease of ChurnZero Training
Yes, the product is very easy to navigate and user-friendly. I would recommend a combination of exploring the site and learning how to navigate on your own, as well as a scheduled training session with a CSM to cover all of the specifics that may have been overlooked.
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