ChurnZero

ChurnZero

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.1 out of 100
Top Rated
ChurnZero

Overview

Recent Reviews

ChrunZero is great for CSM's!

9 out of 10
August 09, 2022
We use ChurnZero to log all of our interactions with our clients. we can also use it to see usage within the system. We also use it to …
Continue reading

A Great CRM for Success

10 out of 10
July 02, 2022
We use ChurnZero for our Customer Success teams daily functions. ChurnZero has enabled us to begin proactive outreach and management of …
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 (155)
    8.4
    84%
  • Customer health scoring (158)
    8.3
    83%
  • Product usage (155)
    7.9
    79%
  • Dashboards (156)
    7.7
    77%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of ChurnZero, and make your voice heard!

Return to navigation

Pricing

View all pricing
N/A
Unavailable

What is 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)…

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?

51 people want pricing too

Alternatives Pricing

What is Gainsight Customer Cloud?

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 Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is also…

Return to navigation

Product Demos

Simply Put, ChurnZero Helps SaaS Companies Fight Churn.
01:43
ChurnZero - Untappd Customer Testimonial
02:05
ChurnZero - FiscalNote Customer Testimonial
02:10
Meet the Churn Monsters: Disengaged Dave
01:03
BIG RYG DC 2021 - Where is Customer Success Headed
49:19
Return to navigation

Features Scorecard

Security

9.1
91%

Platform & Infrastructure

8.7
87%

Customer Data Extraction / Integration

7.4
74%

Customer Success Management

8.2
82%

CSM Reporting & Analytics

7.9
79%
Return to navigation

Product Details

What is 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.

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 a powerful overview of everything in progress.Screenshot of Collect, analyze and turn customer data into actionable insights.Screenshot of The most effective way to reach customers when and where they need it most is within the tools themselves, with ChurnZero's superior set of communication features. ​Screenshot of Grow your book of business without overwhelming the team by automating customer engagements. ​
​

ChurnZero's best-in-class automation makes it possible for you to scale effectively without sacrificing the high-touch service your customers expect.Screenshot of Teamwork makes the dream work, including both internal and external teams. ChurnZero's collaboration features make it easy 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. Whether it’s getting in front of changing customer health, upcoming renewals, or expansion opportunities, ChurnZero helps Custo...
 Show More
How ChurnZero is helping Untappd improve its onboarding and customer engagement while helping increase customer retention 12%.
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
Abby Hammer, Chief Customer Officer at ChurnZero and You Mon Tsang, CEO & Founder of ChurnZero discuss how far Customer Success has come, and where it is heading.

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Gainsight Customer Cloud, Totango, and ClientSuccess are common alternatives for ChurnZero.

Reviewers rate Role-based user permissions highest, with a score of 9.1.

The most common users of ChurnZero are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews

(1-25 of 162)
Companies can't remove reviews or game the system. Here's why
September 21, 2022

CZ is great!

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Account journeys
  • Account details in a quick and easy to read format
  • Customer segments
  • Alerts and notifications
  • Email features need to be easier to configuration
  • Make email more like gmail
  • Email features
Brooke Weinbaum | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Notifying you of customers "in the red" according to your filters
  • Great segmentation and reporting
  • Automated sequences, plays, notifications
  • Tracking for different users of the account
  • The "save" button could be better placed or more clear in certain places
  • The UI is slightly dated looking but there is a lot of information they need to provide so it's as clear as it could be
  • Cloning certain automations more easily
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • ChurnZero provides the ability to see the high-level health of a customer by aggregating data across support, product adoption, engagement with CS, etc.
  • ChurnZero holds all customer data allowing our team to leverage one central location to see everything they need to know about the customer ahead of interactions.
  • ChurnZero is able to leverage all of the data points listed above to drive automation. This creates consistent and seamless customer interaction cadences.
  • The UI is a little outdated, although it is still intuitive to use.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • ChurnScores are customizable variables that provide a quick evaluation of the overall health of an account/customer
  • Exporting data is quick and easy and provides value for book of business reviews
  • ChurnZero Plays is an amazing tool for proactive outreach with great customization features
  • Being able to integrate our software as well as Salesforce with ChurnZero has been essential
  • The ability to create Tasks and Log Activities on an account level provides clear communication throughout our team and aids in daily outlook planning and prioritizing
  • We would love to see the ability to delete contacts from accounts when the person has left the company.
  • I would love additional customization features when creating Plays, being able to stylize them even further to be eye-catching and pleasing.
  • We have some customers who are active seasonally. We run into issues with the Usage Frequency field for these customers as sometimes they are marked as inactive. It would be cool if there was an on/off switch to mark an account Seasonal so this is taken into account for their usage. Or if the algorithm was able to check historical usage and identify the account as seasonal on its own.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Lots of things that it can do!
  • Keeps you organized!
  • Send yourself tasks!
  • Keep track of all client interactions
  • There is so much that you can do that I don't know where to start!
  • Wish it was easier to report on things.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • In-App communication
  • Automation of customer touch points
  • Ability to move customers through journeys and plays automatically or manually depending on needs.
  • This is not an implementation process that can be handled by one person unless they are given time. The process can be dev-less, but, it's going to be important to put a team on this implementation process to make sure that all bases are covered.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Tracks usage
  • Many filters for segmentation and reports
  • Tracks tasks and productivity
  • Links to Salesforce
  • Currently the emails that we send out do not link up to Salesforce.
  • Currently the usage isn't tracked within our billing system
  • Interface with account plays can be confusing
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Automating parts of customer experience.
  • Identifying cancelation risks.
  • Identifying client adoption of product.
  • Custom Date range for the usage panel on a Customer Profile.
  • Custom Links for linking to different internal systems that there may not be a direct integration for.
  • Connecting to a VoIP system like Ring Central would be cool, so I don't have to always go into my CRM to make client calls but it's definitely a "nice to have" and not critical.
Gino Orvieto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Account scoring.
  • Churn modeling/projecting.
  • Reporting and account dashboards.
  • Automated journeys.
  • Customer segmentation.
  • Lack of real time data updates, the churn score, which is the basics of ChurnZero, does not update in real time.
  • Reporting can be a little laggy in the UI.
  • Need to refresh segments to see changes in data/reports.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Allows for flexible creation of user milestones and metrics that we want to keep track of as a company.
  • Provides a complete picture of customer activity.
  • Enables our team to work on our individual tasks while utilizing our data to provide efficient and insightful reporting metrics.
  • Platform definitely requires continuous training/consultation.
  • Product would be difficult to set up without help from the ChurnZero team.
  • Requires a large amount of time commitment from your internal team to maintain.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Automate Life Time Journey
  • Create Tasks for To-Do's that are normally forgotten
  • Manage a large book of business more easily
  • ChurnZero needs more training resources
  • ChurnZero needs more reasons to be inside of their app, when I have so many competing software
  • ChurnZero needs more automation that can be built
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Fantastic segmentation engine across accounts, contacts and much more
  • Easy NPS flows
  • Great "Plays" or communication and internal notification cadences
  • The UI and UX can use improvement - mainly the Email editor is clunky and tough to format
  • When sync issues occur from ChurnZero to Salesforce, it's tricky understanding the full impact and details
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Automated communication towards customers depending on their usage of our platform, both through emails and SMS.
  • Dynamic segmentation of customers.
  • Getting insights about customers makes it possible for me to become more proactive in my communication with customers.
  • The hierarchy if you are several teams working in ChurnZero but you don't want everyone to see all customers.
May 13, 2022

ChurnZero is SaaS

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Custom Dashboards to filter our accounts and target specific fields.
  • Segments to filter our accounts
  • Playbooks to automatize actions
  • Command Center to have a quick view of my daily tasks
  • Custom Tables could be easier to read
  • I would like to add graphics to send on automatized emails
  • Plays more user friendly
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Usage tracking - we can track the journey a use takes through our app to understand which pages are the most useful and to streamline paths to make their experience better.
  • Tooltips and guides - assuming you're not iframing anything, the tooltip and guides is super nice especially when launching a new feature or app. We relied on this functionality a lot, which allowed us to free up dev cycles for building apps and fixing bugs.
  • Analytics - The thing that set CZ apart from other services we reviewed were the analytics they provided out of the box. Assuming you've setup your environment properly you can accurately track potential churn before it happens, track growth rates, see real time workload on staff and much more.
  • Powerful segments - CZ operates on creating segments to containerize specific accounts and contacts. These segments have very powerful filtering capabilities, which enables someone to create all kinds of automations.
  • Segment object types walled off - CZ doesn't let you create a segment that contains filters for both contacts AND accounts, which can create a challenge when needing to find contacts by specific parent or child account attributes. For example, if you want to get a list of all contacts who belong to accounts with more than $50k annual revenue, it's not possible. Real bummer.
  • No segment filter for child accounts - CZ uses a parent --> child relationship when you have accounts which have sub accounts. However the filtering in CZ segments doesn't allow you to filter by objects that are a parent or a child or objects that exist in a parent or child.
  • No contact deduplication - If a user exists in a parent account (Hubspot for example) and a child account (the sub account from your app), that user will exist twice in your CZ environment with different contact IDs. They are not related in anyway and you cannot remove them unless they are removed from the source. CZ has a good reason for doing this, but it creates a ton of work to filter out contacts to avoid duplicates. Now if CZ segments had a in child account = yes/no filter option, then it wouldn't be such a big deal.
Will Patterson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
  • UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
  • Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.
  • Backend Visibility - Many of the integrations ChurnZero uses (CRM, Support, Atlassian, etc) only have very basic administration, to make any changes requires reaching out to their support team. (Though, their support team is extremely quick at making these changes so it hasn't been an issue at all for me). As a power user though, I miss having total and complete control over how a platform communicates with my other tools/databases.
  • I was a fan of Gainsight's Success Snapshot feature. ChurnZero doesn't have this functionality today, though they do have things like Custom Dashboards which can be shared that could be a possible segue for me until I find a replacement for automated QBRs for the team.
  • Customer Facing Product Roadmap - I know feature requests are collected by our CSM, but it'd be great to have visibility into what is in the near term as well as an active voice in what's being considered. I'm a fan of being able to see what other customers are asking for and being able to upvote or add comments.
Gianna Cassio | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • ChurnZero will help you stay organized with all of your accounts and help reduce account churn
  • ChurnZero will help you mass communicate to your accounts quickly and efficiently.
  • You can see what activity your accounts are doing (for us site creation) as well as how many meetings we've had, and the emails we have sent to them.
  • My manager can also check how my accounts are performing without asking me, which is a nice too!
  • I would like the Important Account Notes section to be scrollable, instead of expandable.
  • The ability to mass change the due date for tasks would be nice.
  • Muting alerts instead of having to exit them would be nice too.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Organise accounts
  • Help with useful insights
  • Tags against each account
  • The platform lags a lot sometimes
  • Regular sign outs are troublesome
  • Auto account reshuffling is hindering with ownership
  • Email composition is not friendly
Return to navigation