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…
ChurnZero helps make more money!
ChurnZero is a no brainer if you care about churn!
ChurnZero Review
Superhero for Customer Success!
We need more integration.
Brings all relevant data front and center for easier account tracking and decision making
ChurnZero is leading the market
- Churnscores and risk
- Achieving first value with customer due to automated tracking
- Renewal motions
- Details on customers …
Game changer for any CSM
ChurnZero - Customer Success done right
Powerful CSM tool.
When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner
ChurnZero: Powerful made simple
Fantastic product, fantastic support!
Robust Platform
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
- Automated workflow (214)8.080%
- Product usage (214)7.979%
- Customer health scoring (219)7.979%
- Dashboards (216)7.070%
Reviewer Pros & Cons
Pricing
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
Would you like us to let the vendor know that you want pricing?
110 people also want pricing
Alternatives Pricing
What is Totango?
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…
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.
- 8.7Role-based user permissions(189) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
- 8.1API(163) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
- 8.2Integration with Salesforce.com(167) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Customer Data Extraction / Integration
Customer data extraction / integration
- 7.9Product usage(214) Ratings
The software integrates with your application to track how customers are using your product.
- 7.8Help desk / support tickets(173) Ratings
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Customer Success Management
Customer Success Management
- 8.1NPS surveys(194) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
- 4.7Sponsor tracking(76) Ratings
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
- 8Customer profiles(207) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
- 8Automated workflow(214) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
- 7.2Internal collaboration(181) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
- 7.9Customer health scoring(219) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
- 8.2Customer segmentation(213) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
- 7.9Customer health trends(211) Ratings
The software allows executives to view customer health trends over time.
- 8.1Engagement analytics(206) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
- 5.7Revenue forecasting(68) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
- 7Dashboards(216) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
ChurnZero Videos
ChurnZero Integrations
- Salesforce Sales Cloud
- HubSpot Marketing Hub
- NetSuite ERP
- Zendesk Suite
- Slack
- Microsoft Teams
- Spiro.ai
- Zoho CRM
- Chargebee
- Microsoft Dynamics 365
- Teamwork.com
- Help Scout
- Jira Software
- Teamwork Desk module
- HubSpot Service Hub
- Zoho Desk
- Freshdesk
- Jira Service Management
- Pendo.io
- Intercom
- Mixpanel
- Stripe Payments
- Recurly
- SaaSOptics now part of Maxio
- Maxio
- Wrike
- Asana
- Skilljar’s Customer Education LMS Platform
- Higher Logic Thrive
- ChartMogul
- GoTo Webinar
- Snowflake
- Higher Logic Vanilla
ChurnZero Competitors
ChurnZero Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
ChurnZero Downloadables
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(301)Attribute Ratings
- 8.7Likelihood to Renew5 ratings
- 9.1Availability1 rating
- 6.4Performance1 rating
- 6.2Usability130 ratings
- 5.9Support Rating122 ratings
- 7.3Online Training2 ratings
- 6.4In-Person Training1 rating
- 8.5Implementation Rating3 ratings
- 6.4Configurability1 rating
- 9.1Product Scalability1 rating
- 7.3Ease of integration1 rating
- 9.1Vendor post-sale1 rating
Reviews
(1-5 of 5)ChurnZero - Customer Success done right
- Great CSM partnership with easy-to-schedule training.
- The system is very easy to implement but does take some time to configure and customize to your liking.
- Integrations are a strong suit for the system, as it has the ability to integrate with several existing systems.
- Too much functionality; the system is very robust and requires some time and playing around to get used to.
- We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
- We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
- Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
- Product usage
- 80%8.0
- Help desk / support tickets
- 90%9.0
- NPS surveys
- 70%7.0
- Sponsor tracking
- N/AN/A
- Customer profiles
- 80%8.0
- Automated workflow
- 80%8.0
- Internal collaboration
- 70%7.0
- Customer health scoring
- 90%9.0
- Customer segmentation
- 90%9.0
- Customer health trends
- 90%9.0
- Engagement analytics
- 80%8.0
- Revenue forecasting
- 80%8.0
- Dashboards
- 90%9.0
- Role-based user permissions
- 90%9.0
- API
- 80%8.0
- Integration with Salesforce.com
- 90%9.0
- So far we have not have to hire as many CSMS as we had originally forecasted this year.
- Less additional tools that we need in order to fulfill our reporting requirements.
- Less time spent on manual activities, so we can focus on saving our customers more.
- Customer Journey
- Revenue Forecasting/ Reporting
- Customer Adoption / Usage
- Customer Playbooks Automation
- AI automation for emails
- Automating our CS assignment process for net new customers
- Global alerts for customers who dropped in revenue
- Upsell Identification
- X-sell Identification
- Usage based alert automation
- Scalability
- Integration with Other Systems
- Ease of Use
- Building Segments
- Exporting to CSV
- Creating Tasks/ Logging activities
- Building a new play from scratch
Great product for bringing more value to your customers through better management at a fair price
Monitor customer usage of our product and alert if dips
Standardisation in delivery and working with customers through Journeys
Automation through playbooks allowing us to be able to move to a high touch and low touch customer model
Better understanding of what success means for our customers
- Journeys - standardisation of delivery to customers
- Alerting on key customer behaviour
- Plays for automation
- CRM for customer accounts and contacts
- Slackbot integration - allowing a wider audience access to customer information
- Reporting - I understand the reporting functionality is an add on, but for a smaller start up like us, better reporting would allow us to demonstrate the value more easily within Panaseer and expose the benefits of ChurnZero more easily to a wider stakeholder group across the executive LT
- Product usage
- 90%9.0
- Help desk / support tickets
- 90%9.0
- NPS surveys
- 100%10.0
- Sponsor tracking
- 100%10.0
- Customer profiles
- 100%10.0
- Automated workflow
- 100%10.0
- Internal collaboration
- 70%7.0
- Customer health scoring
- 90%9.0
- Customer segmentation
- 90%9.0
- Customer health trends
- 90%9.0
- Engagement analytics
- 70%7.0
- Revenue forecasting
- N/AN/A
- Dashboards
- 60%6.0
- Role-based user permissions
- 90%9.0
- API
- 80%8.0
- Integration with Salesforce.com
- 100%10.0
- Better visibility of customer health across the organisation
- Better ability to react to customer sentiment or behaviours
- Improved standardisation of experience for customers
- Customer health tracking and reporting
- Automation through plays
- Ability to react through alerting
- Product usage analysis
- Low touch / high touch customer model
- Integration with Other Systems
- Ease of Use
- Other
- Implemented in-house
- Pendo integrations - less knowledge with the Implementation Specialist
- ChurnScore
- Plays
- Customer segmentation
- Journeys - no view functionality
- Reporting having to be done through live exports and Excel
ChurnZero is a must if you are in validation for CSM
- 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
- Product usage
- 80%8.0
- Help desk / support tickets
- 100%10.0
- NPS surveys
- 100%10.0
- Internal collaboration
- 90%9.0
- Customer health scoring
- 100%10.0
- Customer segmentation
- 100%10.0
- Customer health trends
- 100%10.0
- Engagement analytics
- 100%10.0
- Revenue forecasting
- 100%10.0
- Dashboards
- 60%6.0
- Role-based user permissions
- 100%10.0
- API
- 100%10.0
- as we are in our first year with ChurnZero we are not able to tell yet
Finance
CEO
- Customer Overview
- Implementation Phase
- Engagement Phase
- Reporting
- We can automize more as thought in the beginning
- The complete overview of a customer
- The quick and simple reporting
- We will build sections / tables for project management
- We will automatize what we have on word doc right now...
- Product Features
- Product Usability
- Implemented in-house
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
- Understanding the meaning of a feature
- how to clean up old data
- Journey
- Survey
- Segments
- Deleting Accounts & Contacts
ChurnZero actually helps with keeping your churn zero!
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.
- 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.
- Product usage
- 30%3.0
- Help desk / support tickets
- 50%5.0
- 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
- Customer health trends
- 100%10.0
- Engagement analytics
- 80%8.0
- Dashboards
- 60%6.0
- Role-based user permissions
- 70%7.0
- API
- 80%8.0
- Integration with Salesforce.com
- 100%10.0
- Great price compared to competitors, even Brazilian ones.
They were great contestants with even more structure and functions to the platform, but it was more expensive and CZ already fulfilled our needs.
- Playbooks.
- Campaigns.
- Customer profiles.
- Helping us with a marketing campaign.
- Integration with Pixeon's systems and tracking activities of customers.
- Price
- Product Usability
- Prior Experience with the Product
- Implemented in-house
- Difficulty to integrate different systems to CZ.
- Online training
- in-person training
- Playbooks.
- Playbooks reports.
- Segments.
- Explaining bulk actions to our CSM.
- Benner
- Dynamics
- Jira Service Desk
- Other Pixeon products to be done
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.
- File import/export
- API (e.g. SOAP or REST)
Free use for other Pixeon users to integrate other systems.
- More users.
Making an impact for a small team
- Really fantastic on-boarding with the ChurnZero team.
- Being able to deploy and segment multiple NPS surveys is a huge win.
- Calculating account health scores is infinitely easier when all of your data is in one place.
- I'd like to see a bit of an easier flow to create segments, or to jump to creating segments from another part of the app since they're required everywhere.
- I would love to see a Slack integration for NPS responses included with access.
- Product usage
- 80%8.0
- Help desk / support tickets
- 90%9.0
- NPS surveys
- 100%10.0
- Sponsor tracking
- N/AN/A
- Customer profiles
- 100%10.0
- Automated workflow
- 100%10.0
- Internal collaboration
- N/AN/A
- Customer health scoring
- 90%9.0
- Customer segmentation
- 90%9.0
- Customer health trends
- 100%10.0
- Engagement analytics
- 100%10.0
- Dashboards
- 100%10.0
- Role-based user permissions
- 100%10.0
- API
- N/AN/A
- Integration with Salesforce.com
- 100%10.0
- We've just really started using it, but are seeing an uptick in CSM awareness, which will hopefully result in lower churn and higher renewal numbers.
- We've started segmenting users by the features they are using, to find the features they are not, which helps us to increase stickiness.
- Price
- Product Features
- Product Usability
- Third-party Reviews