Updated Churn Zero Review After 2 Year Usage
December 28, 2021

Updated Churn Zero Review After 2 Year Usage

Jazmine Whitlock | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ChurnZero

We utilize ChurnZero as our CRM platform for CSM's. We keep all of our customer notes in there. We also use it to schedule tasks and reminders for each CSM to keep track of the account and share with others what is going on. We have playlists for onboarding that we follow. we have tasks for EBRS to deliver to each customer. We also send our NPS surveys via ChurnZero. We track customer activity so we know who is clicking what in the portal and in emails. We send email campaigns through ChurnZero and have automated notifications sent to customers. We have Gmail and salesforce linked as well. We also have scheduled tasks for each CSM based on account for beta projects to let everyone see if the customer is interested in the new product and if they would pay money to use it.
  • Track customer activity
  • Send out automated messages
  • Track NPS responses
  • Link with Salesforce
  • Note taking ability
  • Allowing all reps to see customer specific notes
  • Gmail integration- sending messages that do not look like spam w/o a ton of configuration
  • Better customer segmentation
  • Identify Risk accounts
  • Identify and share when champions leave

Do you think ChurnZero delivers good value for the price?

Not sure

Are you happy with ChurnZero's feature set?


Did ChurnZero live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ChurnZero go as expected?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?


Overall I think that Churz Zero provides a lot of value to CSM's and allows us to effectively manage our accounts. I think there are some clumsy pieces and I feel like the note-taking and sharing capabilities are really lacking. I think the NPS capabilities and customer tracking are the strongest parts of the product.
I have never used the support feature
Churn zero is great to see who is active in a customer account as well as track a specific customer's activity. This way you know who your power users are and if someone is online so you can message them.

ChurnZero Feature Ratings

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