Zero Chance of Churning from Churn Zero
November 05, 2020

Zero Chance of Churning from Churn Zero

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ChurnZero

We use ChurnZero, as you might expect, in our Customer Success team, and so far we're loving it.

Before we had ChurnZero, we struggled with spreadsheets and a failed implementation with another CS platform. The result was that we were missing key dates and deadlines, didn't have reliable company-wide insight into the health of our customers, and a lot of our time was spent searching through different systems for information that we didn't know if we could trust. ChurnZero changes that.
  • Clear user experience makes it simple for CSMs to see "This is what I need to do right now/today/this week."
  • Great CS team helps you get off the ground and drives you to get things done to succeed.
  • Wide breadth of knowledge available to help you improve as a CS team using their tools.
  • Some of the administrative side is a little harder to get to grips with than the main CSM-facing part.
  • Many integrations are somewhat inflexible - you integrate in the way they have defined and that's just how it integrates.
  • If your SaaS product is deployed across multiple URLs, it's a lot harder to get data back. We're having to do considerable dev work to get usage data and metrics.
  • We have not been users for long enough to calculate true ROI, but we are definitely renewing customers earlier than previously and fixing our scheduling problems, simply due to the improved visibility of key dates.
We selected ChurnZero as while the other platforms (not limited to those listed here, just some aren't options on TrustRadius), ChurnZero matched my concept for what I wanted to provide my team. Until I tried ChurnZero in a demo site, I was completely sold on ClientSuccess, but wishing it had a true landing page, a way for my team and I to start our days and go "here's what I need to do today." That's exactly what I saw when I signed into ChurnZero.

The user interface is detailed but not cluttered with tables and fields, the strategy is baked into the software. It's both what we needed right then, and what we needed in the future as we grow and scale our team.

Do you think ChurnZero delivers good value for the price?


Are you happy with ChurnZero's feature set?


Did ChurnZero live up to sales and marketing promises?


Did implementation of ChurnZero go as expected?


Would you buy ChurnZero again?


The UI has been designed to work for the CSM first. Not for stakeholders or its own system requirements, not for some imaginary range of personas where in trying to serve everyone it serves nobody - it serves the CSM. They know what to do, where and how. The admin setup is mostly clear with a few minor inconveniences, and they don't bother me enough to knock a point off.
Their customer success team and implementation team are fantastic, and always happy to help.

I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far.
ChurnZero is ideal if you have a small-medium Customer Success team that needs actionable data and processes to evolve to the next level.

ChurnZero is less ideal if your product doesn't fit their common patterns for integration (which to be clear is an issue for all CS platforms), and is likely not the most flexible if you have already implemented significant processes and workflows that you don't want to change.

ChurnZero Feature Ratings

Product usage
Help desk / support tickets
NPS surveys
Not Rated
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Not Rated
Role-based user permissions
Integration with