Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading
Read all reviews

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

View all pros & cons
Return to navigation

Pricing

View all pricing
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

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…

Return to navigation

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
Return to navigation

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...
 Show More
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...
 Show More

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(301)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Greg Watkins | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
ChurnZero was decided on by both our CSM and sales teams as well as our management. The reason we needed to implement a new solution was because we were operating in siloed systems without visibility across the team. This was causing a lot of friction and pain. We needed reporting badly, and we needed a way to easily identify and locate customers and trends in a single place. The major problems were around reporting, adoption and usage, and implementing playbooks for the long tail of our CSM operations.
  • 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!
ChurnZero is a great scalable solution for a growing company who demands more robust reporting and more proactive communications and playbooks build out. The solution is cost preventative compared to some of the much more pricier solutions on the market such as Gainsight which is an industry leading solutions. The team has done a great job training us and getting us to full speed, and our management team has equally done a good job rolling out and training us on the new processes. Flexibility is a strong strength here, as it is quite endless the number of dimensions that you can track and measure customer activity, our use cases are a bit more specific to fintech companies, which I know they work some of our competitors. Lastly, they are startup company who is more nimble and easier to influence their product roadmap and make an impact.
Customer Data Extraction / Integration (2)
85%
8.5
Product usage
80%
8.0
Help desk / support tickets
90%
9.0
Customer Success Management (7)
68.57142857142857%
6.9
NPS surveys
70%
7.0
Sponsor tracking
N/A
N/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
CSM Reporting & Analytics (4)
85%
8.5
Customer health trends
90%
9.0
Engagement analytics
80%
8.0
Revenue forecasting
80%
8.0
Dashboards
90%
9.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (2)
85%
8.5
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.
Our management team reviewed both Gainsight and Totango, while both were very robust and feature rich, the cost and price point did not make sense for a team of our size and where we would be scaling to. It also seemed that through our conversations both of those tools would have taken a longer time to implement so the time to value was longer, which our management team did not prefer.
40
The teams that are currently using is just our customer success team which is global, as well as the managers. We are looking to expand our usage to also include our product team and members of our account management team, but have not expanded our usage yet since.
2
We have two people - one is our manager of CS operations who helps us create and execute plays, and we have have a data integrations person who is more on the technical side that helps with Zendesk and Jira integration and reporting as well.
  • 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
Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters.
No
  • Scalability
  • Integration with Other Systems
  • Ease of Use
We evaluated multiple systems, but cost was a huge component, as well as ease of use. We needed a system that would be easy enough for our team to use, and to gain better adoption. We also realized that it would take a long time to evaluation and replace a solution which would set us farther back then we already were.
So far so good, I have only had to deal with customer support on two different occasions, but the issue was more so on our side and how we implemented the product. Their team was responsive and easy to reach. I also asked my team when they needed help or support and our CSM has been easy to get a hold of to ask questions when needed.
No we did not, I am not sure the rational behind it, but it seems our team does not really have a need for it today.
No
The system is quite easy to use once it has been set up from implementation and the system administrators. Because the system is so complex, it does take some time to set up, but rolling it out to the team should be a much easier process. Our main use cases are reporting revenue ad hoc from an individual customer basis, as well as from a CSM basis. We also have developed playbooks and customer journeys which are automated campaigns that can be sent when a customer reaches a particular point within their lifespan using our products.
  • Building Segments
  • Exporting to CSV
  • Creating Tasks/ Logging activities
  • Building a new play from scratch
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Deliver enhanced value to our customers - be able to react quickly to customer feedback and behaviour
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
Speed to get up and running - got all data sources integrated within 3 months. Ability to cluster customers for reporting based on their properties and behaviours. Automation and standardisation capabilities that support growth and low/high touch customer models.
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
90%
9.0
Help desk / support tickets
90%
9.0
Customer Success Management (7)
92.85714285714286%
9.3
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
CSM Reporting & Analytics (4)
55%
5.5
Customer health trends
90%
9.0
Engagement analytics
70%
7.0
Revenue forecasting
N/A
N/A
Dashboards
60%
6.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (2)
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
We selected ChurnZero based on price and having the functionality we needed for right now. Gainsight had more features, but at a much higher cost and these features weren't necessarily items we needed to get ourselves up and running now.
Intuitive, easy to use. Also good support knowledgebase for user guides and community to ask questions.
Very swift responses, have been happy with the answers on the whole.
15
Product, Customer Success, Technical Delivery, Sales
2
Customer success managers
  • Customer health tracking and reporting
  • Automation through plays
  • Ability to react through alerting
  • Product usage analysis
  • Low touch / high touch customer model
Really pleased with the product so far, about 5 months in.
No
  • Integration with Other Systems
  • Ease of Use
  • Other
Price and functionality, integrations with our existing technologies.
N/A. Wouldn't change anything.
  • Implemented in-house
Yes
Focused on different tool integrations. i.e. SalesForce then Pendo then Zendesk.
Change management was a big part of the implementation and was well-handled
Prepare users to start using it as 'a day in the life' from the get go. Recommendations on how they should use it to be successful.
  • Pendo integrations - less knowledge with the Implementation Specialist
Very smooth overall, and quite quick, completing within 3 months which included Christmas break!
No, didn't know this was an option but don't believe it is needed.
No
The opportunity to find support through the knowledgebase, support function, your CSM and also the ChurnZero community.
  • ChurnScore
  • Plays
  • Customer segmentation
  • Journeys - no view functionality
  • Reporting having to be done through live exports and Excel
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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
It is a great tool for the customer life cycle but also for the implementation phase of our software
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
  • as we are in our first year with ChurnZero we are not able to tell yet
For our CSM teams it is the better product. Also, in ChurnZero I can create things to our needs
it would be a 10 if we would be able to delete accounts, contacts... by our own
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
15
Customer Succes
Finance
CEO
1
You need some understanding of an CRM and technical knowledge, but also understand the needs of the people & teams working with it
  • 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...
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
Yes
The whole Customer Success team switched to CZ instead of Jira (Jira stays for development)
  • Product Features
  • Product Usability
The product features might be small on the first sight, but gives you a lot when you dive deeper
I would do it the same way, as we use it from this year on (spring time)
  • Implemented in-house
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 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 ;)
  • Understanding the meaning of a feature
  • how to clean up old data
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.
No, because not needed
No
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.
  • Journey
  • Survey
  • Segments
  • Deleting Accounts & Contacts
Yes, but I don't use it
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
Allison Cloyd | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We're using ChurnZero within our Customer Success team to manage all of our clients. We had data in multiple systems that we had to pull together by hand in order to get a semi-decent view of where an account was at, so we decided to implement CZ to make it easier for our CSM's to see and understand what was happening with an account. We're specifically interested in NPS and retention, and in using plays and journeys to better manage multiple onboardings at once.
  • 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.
ChurnZero is really well suited for onboarding accounts and users -- journeys and plays make it really easy to keep track of what has happened and what still needs to happen. I really like being able to mass email or send in-app messages depending on who we're targeting without having to create lists by hand. It gives us the ability to work on accounts as a group since all of the data is in one place.
Customer Data Extraction / Integration (2)
85%
8.5
Product usage
80%
8.0
Help desk / support tickets
90%
9.0
Customer Success Management (7)
68.57142857142857%
6.9
NPS surveys
100%
10.0
Sponsor tracking
N/A
N/A
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
N/A
N/A
Customer health scoring
90%
9.0
Customer segmentation
90%
9.0
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
N/A
N/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.
1 to 5 people
No
  • Price
  • Product Features
  • Product Usability
  • Third-party Reviews
As a startup, I needed to balance budget with features, so I was looking for an app that had a very wide range of features. I was semi-replacing a product that we had tried to substitute in for this, so I knew what I didn't want, but wasn't sure what I did until I started looking. I compared a number of CS softwares to each other, but I was looking for a place to pull in all our data, that synced with Salesforce, would create health scores, and could do NPS to reduce the number of tools we were using.
I would have started earlier, since I missed my self-imposed implementation deadline. I would also have brought in my technical team earlier to talk about what that implementation would look like from our end; it wasn't onerous, but they gave some weird estimates based on not knowing a lot, and that would have been better to start earlier.
Return to navigation