About ChurnZero

ChurnZero is a cloud-based customer success management platform, which helps subscription businesses to understand their product reception among customers, predict the likelihood of subscription renewals and automate the processes of enhancing customer experience through relevant touch-points such as improvising in-app content.

Key features of ChurnZero include account alerts, account management, communication management, customer engagement, lifecycle management, health score, onboarding, revenue management, usage tracking/analytics and win/loss analysis. Well-suited for small to large enterprises, it aims to deliver personalized experiences to customers across all products and services.   

ChurnZero integrates with Salesforce, NetSuite, In...


Read More

Supported Operating System(s):

Web browser (OS agnostic)

75 Reviews of ChurnZero

Average User Ratings

Overall

4.81 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(64)

64

4 stars

(9)

9

3 stars

(1)

1

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 75 results

October 2017

Winnie from Humantech

Verified Reviewer

Company Size: 11-50 employees

Industry: Management Consulting

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2017

Great CS platform for SaaS businesses

- Increased visibility on usage stats - Better understanding of which clients are high/medium/low risk of churning (good for our CS team) - Knowledge of which features of our SaaS platform are used most widely (drives more R & D and good info for our product teams) - Smoother annual renewal process (good for our sales teams) - Improved and consistent communication and setting up plays - Understanding our various segments and the activities we see among them

Pros

Implementing ChurnZero has been one of the highlights of our year. It is a great feeling knowing we are proactively able to monitor client health and manage renewals appropriately. We used to track activities and usage internally but it was a much more manual process. ChurnZero's platform and sleek UX is easy to use and navigate. Reports, dashboards, and key metrics are easy to understand and digest and enable our teams to take actionable steps. In less than 6 months, we were able to not only fully implement ChurnZero but have data and analysis in time for our annual user conference in October. Our enterprise clients were thrilled with our new usage stats we were able to provide to them...definitely made us look great!

Cons

While there are options to tailor/customize certain elements (like segmentation, churn score, etc) there is still opportunity to allow further tailoring of the site and features. For example, tailoring notifications is great but having the ability to remove tags would be beneficial. Being able to see what browser our end users are using while in our platform would also be helpful because many of our customer troubleshooting begins with us identifying whether they are using browsers that are too old or are no longer being supported. ChurnZero has been good so far at listening to us and accepting feedback and helping us with implementation. I have no doubt they have good product roadmap plans and will incorporate elements as more and more of their customers suggest improvements. ChurnZero is also a very robust system and we have it integrated not only with our SaaS platform but also with Salesforce so fully implementing everything took longer than expected (~3 months). This was mainly due to our internal resources having the time to work with the implementation team (not ChurnZero's fault) but I wish we had more of a heads up prior to rolling out.

June 2020

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2020

Optimize your CSM team with ease!

We had the need to make our CSMs more efficient. With the high number of accounts each is set to manage, we needed a way to automate as much as we could and have a way to serve up the information rather than spend time researching it all. ChurnZero made that possible. From the initial sales process, through implementation and now in production, the ChurnZero team continues to be phenomenal to work with.

Pros

ChurnZero is very easy to use. The automation of tasks, emails, etc that make the proactive aspect of the CSM role so valuable are the most beneficial parts of the tool. Being able to segment customers and determine targets makes sifting through data a thing of the past.

Cons

I like this feature, but I think it could use some enhancements. Currently only able to add certain segments to command center for quick look. And perhaps opening up the ability to make more changes to the opp data coming from SFDC - not a deal breaker, but would love to be able to live in just ChurnZero for all updates.

Reasons for Choosing ChurnZero

Ease of use, value for price

October 2020

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

October 2020

Great Customer Success Management tool

Pros

Churnzero's easy implementation and integration with Salesforce is great. Having these datapoints in the tool makes it easy to analyze and set up actions accordingly

Cons

I find switching between different tabs to be clunky and often discover that I did not actually click on the tab I thought I had and have to go re-click.

December 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 6 months

Review Source: GetApp


Ease-of-use

2.0

Value for money

1.0

Customer support

1.0

Functionality

2.0

December 2018

Ok Tool but Will Deceive to Close the Sale

Pros

Journeys and Plays both have some great elements to them. Journeys for tracking the path of an account through their experiences. Plays for automation or processes.

Cons

During the sales process they told us their integrations worked a certain way and they had certain functionality that they later told us did not work when we tried to get it up and running during the onboarding process. Unfortunately, this occurred quite a few times with little to no recourse. It is very clear that their team is ok with stretching the truth or not giving the full answer in order to close a sale. If they had been honest with the functionality the whole time it would have been easier to adapt but unfortunately, they kept changing their story causing us to lose time and money in continually changing our processes to suboptimal methods as they revealed the product did not work as expected. Particular pain points: - Emails can be sent from ChurnZero but only with one recipient. - Despite claiming to have a Segment integration, it is not a full integration and is intended for only events. They can set it up to accept attributes but it can be very glitchy. - The HubSpot integration is only "bi-directional" for some attributes and not others. This is not outlined anywhere. - The HubSpot sync only syncs tasks, there is no sync for emails or notes. - The Custom Table interface (where integrations sync to) is really badly formatted making it difficult to read. - The HelpScout sync only shows a small preview and formats badly to where the small preview takes up the whole page making it difficult to easily see past conversations. - If a Play is created for an account it creates it for every single contact on the account even if it's just creating a single task for the account - The UI is a little glitchy in places formatting weirdly - There's no way to add your own attributes or upload csvs, all this needs to be done by sending the information to their team. - There is no way to customize how many accounts appear in their lists (known as Segments) meaning only 10 accounts can be viewed at a time (a big pain points for CSMs skimming their account list). I'm sure there's many other nuiances we still have yet to discover. We were really excited for this tool and the possibilities but unfortunately it has been a lot of let-downs in the functionality.

Response from ChurnZero

Replied December 2018

Thanks for the review. It is appreciated and I'm sorry we got off to a bad start. 1) I do object to the word "deceive"; it may be miscommunication or lack of deep knowledge or even sloppiness. Since we, of course, believe in customer success, we know that deception at any point bites back. We wouldn’t knowingly deceive, but we'll work to improve in our communication to customers and prospective customers alike. 2) We do see consequences from this problem and you have been given recourse. We have changed our development schedule to build functionality to bridge the gap here. This is the price we are paying from the problem and it is a big one. We will strive to deliver on what was promised to you and your team. 3) Thanks for the thoughts on some of the other features. They are great feedback for our team. I will make sure they read this. I believe we have tried to make right what was a bad start to the partnership. I hope we can continue to show that we have the best interest of our customers in mind.

November 2017

Daniel from Cision

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

4.0

November 2017

ChurnZero has changed the way I manage my clients, making it easier successfully do my job!

Pros

I am constantly working with clients and scheduling calls, so ChurnZero is great for me to quickly check usage reports, recent activities, and even active contacts. There have been a few times I've been able to identify new users simply from the CZ dashboard or my custom alerts, which has helped me to be visible to everyone I should be engaged with. The trigger emails/custom alerts I mentioned are lifesavers. I've been able to promptly address potential client "fires" with the client before the client brought them up to me. This positioned me as a knowledgeable ally and resource that they can come to for assistance.

Cons

There's not much to dislike with the service. Sometimes the ChurnScore might not be as representative of my clients' health, but that is basically subjective to each client and their own strategy & use of their platform.