ChurnZero Reviews

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86 Ratings
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Score 9.1 out of 100

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Reviews (1-25 of 75)

Amar Sarao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is used by our client success team within the corporate sales department. We use ChurnZero as a CRM tool and a data management tool. As client success managers, we need to be able to search through hundreds of accounts to find trends and upsell opportunities. ChurnZero makes it easy for me to comb through my accounts and has helped me gain a better understanding of my book of business. By utilizing segments and plays, I have been able to save time and be more strategic with my outreach.
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Ofir Partok | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero helps us achieve complete visibility into the health of our accounts across a number of factors. Using its segmentation feature, we can run insightful reports on our customers and better evaluate their risk levels. It also integrates directly into our product, so we can get usage data in real-time.
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Kristin Sours | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

Currently, Churn Zero was implemented for the client success department only. We realized we needed to strongly focus on the retention of our client base, which led to looking at customer support platforms. We felt Churn Zero was the only tool that allowed us to tailor it to our exact needs and I feel very strongly it will lead to much better retention rates. It also allows us to be proactive in a reactive job and target/segment our client base based on their unique needs/wants.
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Dan Nicholson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero gives us a comprehensive holistic view of our client base health with the ability to dig deeper into individual accounts. The full suite of integrations provides tremendous value for our organization and allows for streamlined communication inter-departmentally. Members of our organization can easily review the status of an account without needing a ChurnZero license by leveraging the Salesforce integration which has been very helpful for our sales team.

Our Customer Success department leverages ChurnZero the most, with other departments checking in from time to time to review status and progress updates.
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Jonathon Plowman-Samson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We instituted ChurnZero at our company to help our Customer Success Team. We were looking for a solution that would provide additional insights by tracking customer usage, as well as automate some of the contact points and progression through our custom-built customer journey. These were the primary reasons that we started using ChurnZero, and we've already received overwhelmingly positive feedback from OUR clients, saying they love that we're tracking the new insights and sharing it with the key decision makers.
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Samuel Hewstone | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Use Cases and Deployment Scope

Currently at TGA, we're using ChurnZero to start giving our customers the best possible experience with our product, helping them with onboarding messages, keeping track of their use of tool and making sure they use it properly.

We're also using it to track customer satisfaction through NPS scores and identify which companies could drop, and which ones to prioritize regarding certain actions.
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Jenni Byers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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Use Cases and Deployment Scope

We use ChurnZero (CZ) in our customer success team to help us monitor and manage our customer's health. The data and reporting it provides is used at board level to help us understand that health, growth and churn trends and hone ideal customer profiles, among other things. It means churn never comes as a surprise and we can be proactive as a team to spot and combat signs early.
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Catherine Zauner | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

This is being used by our client success department. The in-app messaging and ability to set up actions for certain events in the customer life cycle are game-changers for our productivity. These 2 features alone have made such a big difference in our operations and we've gotten great feedback from our clients about the in-app communication.
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Victor Oliboni | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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Use Cases and Deployment Scope

No doubt ChurnZero made our job a lot smoother and faster. Since we added it to our Customer Success Team, we came closer to our customers and got a better understanding of what each one of them needs from our product. Before ChurnZero, we weren't able to fully engage with our customers, but that completely changed after the first few weeks using their software. From more engagement with our customers to personal reach-outs, I can say that we are a lot better at what we do because of ChurnZero.
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Morgan Walker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is being primarily by the customer experience (CX) department to have a standard metric for account health, enable proactive outreach to clients to fight churn and create a pleasant experience for our customers, and is also automating processes so that account management is not overwhelming when the number of accounts is quite large and continues to scale.
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Megan Grosskopf | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is used in our Client Success department to monitor and maintain retention rates. This platform provides additional insights as to what our clients are doing, what accounts are at risk of churning, training opportunities, and allows us to engage with our clients in multiple ways. Through ChurnZero we are able to host in-app announcements to engage our clients, including video walkthrough tutorials, and can even send and log emails through ChurnZero. This has also been key in identifying those customers who may be likely to churn so we can be sure we are working with them to ensure they have all they need. Internally, the retention rate is something we pay very close attention to, so it has been extremely helpful being able to see those rates and data points. ChurnZero has also been helpful in automating certain processes to free up account managers' time so they are able to focus on working directly with their customers instead of having to focus on admin work.
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Rhiannon Thompson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is being used by our Customer Success team. It primarily helps us develop stronger relationships with our customers and much stronger retention. It helps identify challenges in the customer lifecycle, level of engagement, opportunities for up-sell, and risk factors for churn.
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Tahima Begum | TrustRadius Reviewer
September 30, 2019

ChurnZero Review

Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is going to be primarily used by the customer success team to measure customer performance, track health scores, identify areas of upselling. As the head of the department, ChurnZero will allow me to keep track of my team and overall churn analysis. My product and marketing team might use it as well to identify where there is potential growth or areas of improvement.
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Maura Kelly | TrustRadius Reviewer
September 13, 2019

ChurnZero is Awesome!

Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is being used within Pathmatics to assess customer health, customize alerts across customers, assess platform usage and be able to run plays across various segments of our business. Currently, I find that the data is hugely helpful in working across my entire book of business, as opposed to looking account by account (which is also possible, in great detail). I especially like the Dashboard view, which gives me a very quick and succinct way to see the overall client book, distribution of dollars across 'risk levels' as well as accounts coming up for renewal.
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Jordan Chen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is being used by my team, the client services team and only our team. The main reasons for us to sign up for CZ was that we had several different software and areas that we had data in that were pertinent for us to have in making sure our clients renew with us. It was difficult for us to truly get a grasp of if a client has truly adopted our software and who were the users and are there infographics and exports, etc... so it's great to have a consolidated solution. We are able to create more compelling stories and get a better grasp of a client's health.
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Elsie Coffey | TrustRadius Reviewer
September 09, 2019

You'll never look back :)

Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is used by all different areas of our business but it's strongest impact is in the Customer Success Team. It allows us to track and measure our customer's onboarding journey so that we can reach out and provide personalized and strategic support whenever we notice that someone's stuck. It allows our marketing team to create extremely specific mailing lists based on our customer's usage—we can see what will be helpful and share it with them immediately. The best part of all is how empowered ChurnZero has made us when it comes to helping our customers.
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Marcus Torres | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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Use Cases and Deployment Scope

We currently use ChurnZero to better understand and forecast customer churn. It is currently only be used by the Client Success department. Specifically, we chose Churnzero because we believed that their tool would allow us to better scale and manage our client management system, but allow us to better forecast customer churn, while also give us more insight on usage and expansion opportunity based off of data.
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Javier Lopez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

To understand the customer journey and when customers drop off. The software makes it very easy to get around the app and explore what factors can come Into play. ChurnZero helps us understand when a customer is not having any activity on their account and prepares us for saving that relationship.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

Previously we had data hidden in multiple locations across our organization. User data was reported in the admin portal of our solution, support data was in Jira, account data was in Salesforce, and marketing engagement data was in Hubspot. ChurnZero has allowed our CSMs a birds-eye view of this information in one place. This has allowed them to focus in quickly on where they need to spend their time and take action, making them more productive. We have also been able to build a health score that gives us a pretty accurate view of how each customer is doing, and by using ChurnZero's NPS tool, we've been able to layer in a way to capture customer discernment as well.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We use ChurnZero as the primary automation tool for our customer success org. It allows us to take those processes that have been successful for individuals or pockets of users and scale/automate them for our entire org. This has brought an incredible increase in synergy and collaboration to our team. Because the tool is so easy to learn and use, it allows us to strike the perfect balance between a robust system that meets all our needs, without a complex backend that can only be run by a technical expert.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero makes it easy for our department to monitor product engagement, facilitate communication and keep all of my customer information synced across all internal systems. It is used by our Customer Success department and is being adopted more broadly by our Product Marketing department. The product has evolved quickly and in-line with our feedback to the team. I would highly recommend ChurnZero to any organization looking to scale their Success department.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

It allows us for the first time in my 5 years managing client success to be proactive and reach out to clients that are at risk for not renewing. I also love the automation through setting up plays... it's such a time saver! In the past, we've had fairly easy processes that we just couldn't automate and now with ChurnZero, we can. I also love the segments and alerts. It's such a simple thing but I wasn't looking at certain clients and I certainly didn't get alerted when they fell into that segment.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We use ChurnZero to communicate changes and upgrades to our current clients. We will also take a look at their usage and be proactive about how they are using our tools and services. This helps us to keep engagement rates and usage of our tools and services at a higher rate so that we know that our clients are using our services.
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Feature Scorecard Summary

Role-based user permissions (62)
8.5
API (57)
8.5
Integration with Salesforce.com (53)
8.6
Product usage (72)
8.5
Help desk / support tickets (59)
8.4
NPS surveys (60)
8.5
Sponsor tracking (25)
7.9
Customer profiles (68)
8.5
Automated workflow (72)
8.5
Internal collaboration (57)
8.1
Customer health scoring (73)
8.7
Customer segmentation (72)
8.9
Customer health trends (70)
8.5
Engagement analytics (71)
8.6
Dashboards (73)
8.3

About ChurnZero

ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, (2) assesses customer health and likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. The vendor says ChurnZero customers see ROI in terms of more productive and better informed customer success managers who can provide their customers with better just-in-time service from the automated playbooks.
Categories:  Customer Success

ChurnZero Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Does not have featureRevenue forecasting
Has featureDashboards
Does not have featureCustomer lifetime value
Does not have featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureIn-app communication

ChurnZero Screenshots

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Support Options

 Paid Version
Phone
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ChurnZero Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No