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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)
    8.3
    83%
  • Product usage (215)
    8.3
    83%
  • Customer health scoring (220)
    8.2
    82%
  • Dashboards (217)
    7.4
    74%

Reviewer Pros & Cons

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Pricing

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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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Alternatives Pricing

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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…

What is Freshsuccess?

Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats,…

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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.

8.9
Avg 9.0

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

8.4
Avg 8.7

Customer Data Extraction / Integration

Customer data extraction / integration

8.3
Avg 8.8

Customer Success Management

Customer Success Management

7.7
Avg 8.5

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.5
Avg 8.4
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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 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 8.9.

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

(306)

Attribute Ratings

Reviews

(1-25 of 226)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Jeremy Wingate | TrustRadius Reviewer
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).
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Greg Watkins | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.

Jean Mangum | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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

ChurnZero Automation

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Jackie Breuer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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