ChurnZero is AWESOME!
I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown …
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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Popular Features
- Automated workflow (215)8.080%
- Product usage (215)8.080%
- Customer health scoring (220)7.979%
- Dashboards (217)7.171%
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What is ChurnZero?
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.…
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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 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 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
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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Reviews and Ratings
(305)Attribute Ratings
Reviews
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April 01, 2024
ChurnZero is AWESOME!
- Customer Tracking
- Notifications
- Success
- Reports Saving
- Easier navigation
March 28, 2024
ChurnZero Rocks!
- Organize tasks
- Automate emails with a chance to review
- give key information about users and accounts
- customizable views/dashboards
March 21, 2024
ChurnZero helps make more money!
- Monitor customer health day to day
- Send large groups of messages to many customers
- Manage renewals and upsell opportunities
- Navigating through segments
- Better email composing to single contact
March 19, 2024
ChurnZero is a no brainer if you care about churn!
- tracking customer usage
- enacting plays and journeys to help prevent them churning
- seeing exactly what the customer is looking at
- its such a robust tool that simplification would be great
- some minor UI things that I honestly can't think of right now
March 04, 2024
ChurnZero Review
- Journey mapping
- Automated and manual playbooks
- Client Support
- Reporting
- User management
February 29, 2024
Superhero for Customer Success!
Score 10 out of 10
Vetted Review
Verified User
- ChurnScores (Health Scores in ChurnZero) are highly customizable.
- Their NPS tools are easy to deploy and manage, keeping a finger on the pulse of the customer.
- They have a great team of individuals that make us feel take care of, and push us to learn.
- Segmentation is extremely powerful and easy to use.
- We love the Daily digest!
- Early in our time, it would have been useful to have had a consultant set up the application, but the software has grown so much since then.
- Some minor limitations in sorting on segments. (we have work arounds though).
February 06, 2024
We need more integration.
- ChurnScore
- Surveys
- Segments
- Integration aplication mobile for surveys (whatsapp).
- Usability system
- Documentation
February 01, 2024
Brings all relevant data front and center for easier account tracking and decision making
- Captures events in our app.
- Reminds CSMs of Tasks that may need to be taken for an account or contact.
- Allows the sending of personalized emails and in-app messages at scale.
- Enables the viewing of accounts/contacts in a highly-configurable manner via Segments.
- It does take a lot of configuration, but that is only because of how powerful it is, and it is totally worth the time spent to do it and maintain it.
January 16, 2024
ChurnZero is leading the market
- Health Scores
- Automation
- AI
- Admin area (i.e. profile section admin has duplicates)
January 09, 2024
Game changer for any CSM
- Churnscore
- Log Activities
- Notes, and follow up emails
- Reply to emails to customers
- The "To" field when composing should appear empty
- Be able to see the sent messages in the day
December 27, 2023
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!
October 29, 2023
Powerful CSM tool.
- Churn Scores- Being able to build in whatever factors and weight them has been great.
- Insightful reporting- surfacing reporting into end sites for the team to action on has been very helpful.
- Native integrations- turn zero integrated with so much of our software it was fast to set up.
- Churn zero is not the most intuitive UI. It has taken quite a bit to train the team to consistently use it.
- There is a lot of setup and training to make happen before the team starts to see value.
October 24, 2023
When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner
- Standard Journey
- Monitor Client Usage and Health
- Tee up automated emails and plays
- Conditional Functionality
- Branching Functionality
- Journey Pausing/Delaying
October 12, 2023
ChurnZero: Powerful made simple
- Client Segmentation: We use ChurnZero to segment our clients into different categories based on their usage, feedback, and demographics. This segmentation helps us tailor our communication and support strategies for different client groups, ensuring a personalized experience.
- Customer Health Monitoring: ChurnZero helps us monitor the health of our clients' accounts. By analyzing user engagement, feature usage, and support ticket data, we can identify clients who might be at risk of churning.
- Upselling and Cross-selling: ChurnZero helps us identify opportunities for upselling or cross-selling based on clients’ usage patterns. For example, if a client frequently uses a specific feature, we can suggest upgrading to a higher-tier plan that offers additional functionalities, thereby increasing our revenue.
- Some users find the initial setup and configuration process complex. Simplifying the user interface and providing more intuitive onboarding processes could enhance the user experience, especially for new users or smaller businesses with limited resources for extensive training.
September 30, 2023
Fantastic product, fantastic support!
- Automated onboarding and check ins with a personal touch. The emails come from their CSM, but their CSM doesn't have to manually send them.
- ChurnZero alerts our CSMs when key things come up with our customers so we can act on them quickly
- Flexible segmentation of customers allows for endless opportunities to target specific segments of customers with specific communications
- Health scoring allows us to keep a pulse on the health of our customers and notify us when something is off.
- Customer service is second to none! Fantastic support, implementation and ongoing account management
- The UI can be a bit clunky in some areas. They are regularly releasing new features and enhancements to the product that are slowly making things more smooth and streamlined
September 29, 2023
Robust Platform
- Giving us an accurate understand of product usage by our clients
- Ability to be proactive with our clients based on their engagement
- Better communicate with our clients at the right time
- The system is so robust that sometimes it can be hard to navigate or find the information I am looking for
- The "academy" is less helpful than I hoped, I find better / more accurate answers when I reach out to our CSM directly
- The support team is generally responsive but can sometimes be slow or fall off
September 29, 2023
ChurnZero Delivers Results!
- Custom Dashboards
- Plays
- Churn scores
- The ability to see outgoing emails with Gmail
- The ability to bring attachments into ChurnZero from Salesforce
September 29, 2023
ChurnZero- A scalable path to Customer Success
- ChurnZero is designed specifically for Success organizations.
- ChurnZero is scalable to growing and changing business requirements.
- ChurnZero can automate many of the business processes through the customer lifecycle.
- ChurnZero has many features that we haven't even tried out yet...
- There are many training videos to review in order to gain proficiency in setup, deployment, and use.
September 29, 2023
A powerful tool for managing your customer base
- Connects with our product and pulls over relevant information
- Allows for each communication with the clients through Success Centers.
- Allows us to build out specific custom reports related to our data.
- The email interface within the software is weak.
- The history pane is not super user friendly.
- It would be nice to be able to create calculation fields on my own.
September 29, 2023
Great if you know the ins and outs
- Support
- Onboarding practices
- Account monitoring
- Churn scores are tough to nail down
- You really have to be a pro and know the ins and outs of each feature to get full usage
- Code
September 29, 2023
ChurnZero Automation
- Our Customer Success Manager has been there guiding us through every step from data integration to journey creation.
- IT support is very helpful and responds quickly to questions or issues we have.
- Professional services are doing a great job of automating our journey and making sure we did not miss important steps to get the results we are looking for.
- At this time only one CRM integration is allowed, Salesforce or D365 or others. However, you can use APIs to send data from more than one system so you can still bring in that data.
September 29, 2023
I couldn't do my job without ChurnZero!
- ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
- The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
- We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
- Implementation is a serious time commitment. It was a lot of work, but totally worth it.
- Segmentation can be complicated (this is a pro and a con). Everything is customizable, but building segments can be tedious.
- Minor annoyances in software navigation have been improved greatly over the last few months!
September 29, 2023
ChurnZero is my Work BFF
- Informs data driven decisions
- AI generates messaging and summaries to save time
- Dashboards to get a deep and high level understanding of customer health
- Playbooks to outline next steps for specific scenarios
- Journeys to track the life cycle of an account
- When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
- In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
- The content templates can be hard to stylize if you don't know html
- Add the Merge Fields functionality to tasks, especially tasks made by playbooks
September 29, 2023
ChurnZero helps you understand your customer
- Allows multiple ChurnScores that enable CSMs to view churn risk based on these varying factors
- Automate creation of tasks using segments
- Simplifies management of daily tasks
- More clarity around our usage (event) data - it can be difficult to understand all the terminology ChurnZero uses
- Add more functionality for use cases of Operations teams - currently focused mainly on CSM usage
- Ability to set defaults when viewing dashboards and command center - currently all choices reset
September 29, 2023
Worth Every Penny! Won't work anywhere without it!
- Plays: Allows you to bulk send emails out to clients based on easy to make segments. Also, allows us to track success of a play. Previously, we had to work with our marketing team to send out any emails and it was an extremely bulky process that took far too long for the payout.
- Segments: Better than any other CRM reporting functionality. Allows us to more accurately look at portions of our clients based on different factors that are extremely easy to use.
- Health Scores: The customization allows us to really play around with different health scores as we figure out what good health across clients and services really look like.
- Transparency: Allows me as a manager to see a much better comprehensive look at my team's performance.
- Turnaround time: Sometimes my emails can go unanswered for a week or so and it requires us to follow-up. However, when we've needed Support, their support team is extremely responsive.