ChurnZero Reviews and Ratings

Rating: 9.6 out of 10

Score

9.6 out of 10

Community insights

TrustRadius Insights for ChurnZero are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Highly Customizable ChurnScores: Users have found ChurnZero's ChurnScores to be highly customizable, allowing for personalized evaluations of customer health based on various factors. The flexibility in tailoring these scores has been particularly appreciated by users.

Ease of Deployment and Management: Reviewers appreciate the simplicity of deploying and managing NPS tools within ChurnZero, which facilitates a quick assessment of customer satisfaction. This streamlined process has enhanced user experience significantly.

Efficient Segmentation Capabilities: Customers value the ease and power of segmentation within ChurnZero, noting its benefits for crafting targeted customer communication strategies. Additionally, users highlighted the Daily Digest feature for delivering consolidated and pertinent information efficiently, enhancing their daily workflow.

Reviews

229 Reviews

One reliable tool for churn prevention

Rating: 10 out of 10

Incentivized

June 5, 2025

Use Cases and Deployment Scope

We use ChurnZero in our organization to understand the usage data across all our 3000+ customers, analyzing usage trends at individual contact and company level and also identify how we can prevent customer churn and retain customers. Our scope of use case is limited to our paid customers who enter on a minimum 1 year contract with us.

Pros

Trends on usage data is intuitive
Integration with CRM Salesforce is seamless
The platform itself is very easy to understand and interpret.

Cons

More AI-powered intel can be generated
Licensing structure can be made a bit simpler
Better communication on upcoming product features, roadmaps

Likelihood to Recommend

ChurnZero is well suited for organizations with a good number of customer base and their data to analyze on, else if the sample size is less the accuracy of data would not be there. It is well suited also for those organizations that do not have visbility on how customers may be getting churned or they may know the problem exists but do not know the reason. It may be less suited for startups just starting their ops.

Verified User

Director in Marketing (501-1000 employees)

Vetted Review

2 years of experience

ChurnZero is a game changer!

Rating: 10 out of 10

Incentivized

November 1, 2024

Use Cases and Deployment Scope

We use ChurnZero on a day by day basis! We measure our customer's health, we have created journeys and plays to automate processes and measure initial adoption and the list goes on. We have been using ChurnZero for almost 3 years and it has been a game changer!!

Pros

Automates processes and communication for our digital accounts!
Measures adoption of our product within the first year!
Helps us track accounts at risk way ahead of renewals to try and get in front of churn!

Cons

Dashboards can be a little tricky to build.
I would love OR criteria in segments.
I also wish that when updating field names in ChurnZero (CZ), it would sync the label name update instead of leaving the API name.

Likelihood to Recommend

ChurnZero has allowed us to nurture every single sales driven account on some level. Whether it is a lighter touch or a heavier touch, it has transformed the way we communicate with our customers. For example, we have plays that send welcome call invites, renewal invites 90+ days out, journeys to track adoption, CSATS, NPS, and alerts to focus on risk and follow up. It has also allowed us to effectively forecast and get in front of churn risk. It is not currently set up to manage our self serve clients but that is something we are excited and hoping to do with ChurnZero.

Verified User

Manager in Customer Service (51-200 employees)

Vetted Review

3 years of experience

ChurnZero is AWESOME!

Rating: 10 out of 10

Incentivized

April 1, 2024

Use Cases and Deployment Scope

I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown of each client and helps you navigate each individual client!

Pros

Customer Tracking
Notifications
Success

Cons

Reports Saving
Easier navigation

Likelihood to Recommend

ChurnZero is able to help track the clients progress and lets you know each point of the clients account where it can track and watch the client to be able to assist the client better and it shows each individual clients success.

Verified User

Account Manager in Customer Service (501-1000 employees)

Vetted Review

1 year of experience

ChurnZero Rocks!

Rating: 10 out of 10

Incentivized

March 28, 2024

Use Cases and Deployment Scope

Churnzero is crucial for our CS team. We use it every single day for things like Automation of mass emails, keeping tasks organized, Creation and execution of "plays" for customer life cycle. We are able to add and track new users as the onboard and get relevant information to them atomically as they onboard.

Pros

Organize tasks
Automate emails with a chance to review
give key information about users and accounts

Cons

customizable views/dashboards

Likelihood to Recommend

For any user or team who has to work with a lot of accounts ChurnZero is invaluable. I personally have a few hundred tech touch accounts that without ChurnZero, would be unmanageable. We use it as new users become customers, to send information about updates, reach out for health checks and set up review calls, and to get ahead of upcoming renewals.

Kyle Bell

Customer Success Manager in Professional Services at PTC (10,001+ employees)

Vetted Review

3 years of experience

ChurnZero is a no brainer if you care about churn!

Rating: 10 out of 10

Incentivized

March 19, 2024

Use Cases and Deployment Scope

I use ChurnZero to track how my customers are using my product. Oftentimes, I am able to talk to them about what they are looking at, without them having to share that information with me. The plays and journeys features help ensure that any new customers are properly trained and are remaining on course during the onboarding process.

Pros

tracking customer usage
enacting plays and journeys to help prevent them churning
seeing exactly what the customer is looking at

Cons

its such a robust tool that simplification would be great
some minor UI things that I honestly can't think of right now

Likelihood to Recommend

If you are wondering exactly how customers are using your product, this tool is invaluable. Being able to see exactly what a customer was looking at before I jump on a call with them helps me show up better prepared for our call together.

Verified User

Administrator in Customer Service (51-200 employees)

Vetted Review

1 year of experience

ChurnZero Review

Rating: 10 out of 10

Incentivized

March 4, 2024

Use Cases and Deployment Scope

We use ChurnZero for our implementation and client success teams. ChurnZero has allowed us to build scalable processes for both functions and also gives us good insight into where our team and managers need to focus. We recently upgraded from the Professional edition to the Enterprise edition and I'm loving the additional flexibility with dashboards. ChurnZero also utilizes AI technology which gives my team tools to create their own messages that address specific client needs.

Pros

Journey mapping
Automated and manual playbooks
Client Support

Cons

Reporting
User management

Likelihood to Recommend

The journeys allowed us to scale quickly (we went from 3 CSMs to over 20 in 3 years). Having a repeatable process allowed us to onboard new team members quickly.

Verified User

Director (51-200 employees)

Vetted Review

3 years of experience

Superhero for Customer Success!

Rating: 10 out of 10

Incentivized

February 29, 2024

Use Cases and Deployment Scope

ChurnZero is vital to our organization. We use it to assist with our welcoming and onboarding for new customers, communicating promotions and events, monitoring customer health and risk, managing our NPS program, helping reps stay engaged and connected with their customers, and so much more. We have thousands of customers, all with diverse verticals, goals and use cases. We solve a wide array of business problems with our software and internally, we use a lot of different applications to help our teams manage what they do. ChurnZero is the glue to help connect the dots. It allows individuals to look into our customer base and see what's going on across many different applications, including our own. It also helps to call out what or who might need attention, and helps to make our reps even better at what they do. We have amazing teams that do so much, and giving them tools like ChurnZero helps them to stay informed and engaged with their clients. We are able to say the right things, to the right people at the right time. ChurnZero is critical to this.

Pros

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!

Cons

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).

Likelihood to Recommend

If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.

Jeremy Wingate

Vice President, Revenue at CallTrackingMetrics (51-200 employees)

Vetted Review

5 years of experience

View profile

We need more integration.

Rating: 9 out of 10

Incentivized

February 6, 2024

Use Cases and Deployment Scope

We used ChurnZero to control health customers. The area of Customer Success needs tools for control and need indicators, and after this, we can make important decisions to reduce the churn rate and satisfaction of our customers. The main thing would be the churn score and sending surveys to customers; this way, we can measure CSAT, NPS, and CES, among other surveys.

Pros

ChurnScore
Surveys
Segments

Cons

Integration aplication mobile for surveys (whatsapp).
Usability system
Documentation

Likelihood to Recommend

Some integration needs better; in Brazil, we use a lot of Whatsapp and other apps on mobile, and for this, if we can send the surveys for these apps, the indicator probably would be better, and after this, we will control our better customers. I think the system it's a little complicated.

Mateus Costa

Customer Sucess in Information Technology at Pixeon (501-1000 employees)

Vetted Review

3 years of experience

View profile

Brings all relevant data front and center for easier account tracking and decision making

Rating: 9 out of 10

Incentivized

February 1, 2024

Use Cases and Deployment Scope

ChurnZero is at the forefront of our Customer Success strategy. ChurnZero brings together relevant data from several other tools (e.g CRM, Salesforce, Intercom, our own app) and helps CSMs quickly realize what actions need to be taken on both an account and contact level. For example, if a previously highly engaged POC hasn't logged in to our app in a while (e.g. 10 business days), then it might be a good idea to reach out and find out why. For example, have they moved to a different position, are they still with the company, etc.? ChurnZero is the first thing I check every morning as it gives a holistic view of how healthy our accounts/contacts are, and it allows the creation of Tasks so as not to forget to do something (e.g. follow up with a customer about an issue they mentioned via a support ticket in Intercom).

Pros

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.

Cons

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.

Likelihood to Recommend

ChurnZero is an outstanding tool. It does take some getting used to, but it is really worth it.

Ryan Bernstein

Customer Success Manager in Information Technology at Transifex (51-200 employees)

Vetted Review

2 years of experience

ChurnZero is leading the market

Rating: 10 out of 10

Incentivized

January 16, 2024

Use Cases and Deployment Scope

We use CZ for:

- Churnscores and risk

- Achieving first value with customer due to automated tracking

- Renewal motions

- Details on customers internal performance

- Tasks, Dashboards and more

The above allows us to do a lot more with a lot fewer teams. Their recent addition of 'Round Robin' has been a breakthrough.

Pros

Health Scores
Automation
AI

Cons

Admin area (i.e. profile section admin has duplicates)

Likelihood to Recommend

Suited if you are a scale up and simply need to be able to stay on top of more customers at the same time. Also great for scaled CS programs. Its also good if you have a more evolved tech stack because the number of integrations that ChurnZero has with other applications is quite big. If there is nothing you can use, you can still use Webhooks, that can be connected to a lot of other services.

Klaas Schippers

Customer Success Operations Specialist in Customer Service at Linnworks (201-500 employees)

Vetted Review

3 years of experience

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Superhero for Customer Success!

Rating: 10 out of 10

Incentivized

February 29, 2024

Use Cases and Deployment Scope

Pros

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!

Cons

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).

Likelihood to Recommend

Jeremy Wingate

Vice President, Revenue at CallTrackingMetrics (51-200 employees)

Vetted Review

5 years of experience

View profile