ChurnZero Reviews & Insights

Score9.6 out of 10

311 Reviews and Ratings

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.

ChurnZero Reviews

23 Reviews

Sales

A fantastic all-around Customer Engagement Platform with great value for its cost

Rating: 9 out of 10

Incentivized

May 2, 2023

Use Cases and Deployment Scope

ChurnZero is our core customer communication platform and it's responsible for all current client health scores. Our Customer Success Management team spends most of their time in the platform, reviewing NPS and CSAT scores so that we can quickly provide support to customers whenever the need arises. We use ChurnZero for all NPS surveys, CSAT responses as well as plays to automate our dataflow and support alerts.

Pros

Plays
Health Score Customization
Large number of features but more user friendly than its competition

Cons

Professional Edition does not include decision trees in plays
Pushing data to Salesforce from ChurnZero costs extra

Likelihood to Recommend

ChurnZero is a great tool for those looking for something more usable and less expensive than some of the other major competitors in the marketplace. It allows you to deeply customize your customer experience, from NPS to CSAT scores, while also allowing for journeys to help guide your customers on how to best use your product. For smaller SaaS organizations, ChurnZero is the perfect balance between cost and customizability. And, as a company dedicated to keeping your customers happy, they have an exceptional customer success to help guide you through the process every step. A great product, and a great team.

Andrew Mooney

Sales Systems Manager in Sales at Built In (Computer Software, 51-200 employees)

Vetted Review

1 year of experience

View profile

ChurnZero makes your day to day a breeze!

Rating: 10 out of 10

Incentivized

April 6, 2023

Use Cases and Deployment Scope

We use ChurnZero to capture client health information, as well as pull reporting, and task management. This gives us the ability to focus on the clients that need more attention, while easily keeping track of next steps. Segments really allow a streamlined processes, and are so incredibly helpful for looking at data, and mass completing certain items!

Pros

Task Mangement
Segments for Data
Platform Ease
Sync with Email and Calendar
On demand client reporting

Cons

Syncing with other CRM's
High level account notes easily accessible
Segments can be complicated to set up if youre just getting started

Likelihood to Recommend

ChurnZero has really helped me set up and streamline my day. Using ChurnZero to track and manage my daily tasks, as well as using the health scores to help identify those clients that need more touch bases. Setting up segments, is also a great way for me to view data, various ways that we don't have the internal ability to pull. This has been very beneficial to my workflow, and helps create better client relationships!

Kalyn Thorne

Client Success Partner in Sales at Dice (Information Technology & Services, 501-1000 employees)

Vetted Review

1 year of experience

View profile

Good system that helps you do more with your customers

Rating: 9 out of 10

Incentivized

March 27, 2023

Use Cases and Deployment Scope

Using ChurnZero to manage customers on scale. Saves time, and you can efficiently manage lots of customers at once via tasks, journeys & plays.

Pros

Task automation
Segmenting - Filter which customers want to focus on based on criteria
Build out automated journeys, based on the rules you set

Cons

Timeline of events would make it easier to review all interactions with a customer (this is being developed by CZ currently, so they are listening to feedback!!)
True reporting - Segments allows you to filter down and focus on select customers but it isn't a full reporting functionality

Likelihood to Recommend

For managing customers on scale ChurnZero is a really good tool. The majority of people have used a CRM, but using a system like ChurnZero alongside a CRM allows you to take the customer experience to the next level. I can touch more customers with the same amount of effort as traditional methods.

Verified User

Account Manager in Sales (Information Technology & Services company, 11-50 employees)

Vetted Review

1 year of experience

ChurnZero is the tool every SaaS CSM needs.

Rating: 10 out of 10

Incentivized

November 17, 2022

Use Cases and Deployment Scope

ChurnZero is equal parts task list, email automation, report builder, and company pulse check. We use it daily to keep an eye on our customers and how well they are utilizing our product especially the deployment of assets which in our case are media pieces. ChurnZero plays a big role in customer retention and upsell through its customizable fields and reports.

Pros

Email automation
Task workflow
Report building

Cons

The terminology is a little strange. What's the difference between a journey and a play? Why are reports called segments? Can be a bit confusing at first.
It's customizable to a point. But there are small differences between businesses that are sometimes hard to capture.
Sending email through ChurnZero is great, but it's also hard to find the trail again in gmail.

Likelihood to Recommend

I really think every CSM at a SaaS company should have ChurnZero. I love the alerts I get for under-utilized products, for upcoming renewals, and in general its ease of use. I don't think ChurnZero makes sense for companies that are non-SaaS. Not sure how its features would solve for non-SaaS businesses.

Adam Temple

Enterprise Customer Success Manager in Sales at Built In (Human Resources, 201-500 employees)

Vetted Review

1 year of experience

View profile

CZ is great!

Rating: 9 out of 10

Incentivized

September 21, 2022

Use Cases and Deployment Scope

Track accounts for renewals and upsells.

Pros

Account journeys
Account details in a quick and easy to read format
Customer segments
Alerts and notifications

Cons

Email features need to be easier to configuration
Make email more like gmail
Email features

Likelihood to Recommend

CZ helps with my every day things to do and my all around job. It's easy to go account to account to check on my customer usage, churn score, and tasks.

Verified User

Account Manager in Sales (Environmental Services company, 201-500 employees)

Vetted Review

1 year of experience

Excellent all in one tool for growing CS teams with some functionality with product management/adoption monitoring

Rating: 8 out of 10

Incentivized

May 31, 2022

Use Cases and Deployment Scope

We use ChurnZero to judge customer health and predict churn. We have an active dashboard that helps us segment and see the health of customers based on segments we have set up. We also use ChurnZero to automate customer outreach and small admin task, finally it is used for surveys and eventually onboarding help (still to be set up).

Pros

Customer Health scoring
Segmenting Customers
Customer Comms Automation

Cons

Custom tables from Salesforce.

Likelihood to Recommend

It is well suited for CS orgs looking to streamline and scale, it is not suited for Product Managers at scale.

Verified User

Account Manager in Sales (Marketing & Advertising company, 51-200 employees)

Vetted Review

3 years of experience

Best AM/CSM platform on the market that I have used

Rating: 9 out of 10

Incentivized

February 28, 2022

Use Cases and Deployment Scope

Account Management/Customer Success. Helping our clients have the best experience on our platform and get the most out of it: monitoring clients' general usage, feature utilization, communication, and customer support. ChurnZero lets us take a deep dive into the accounts and see client behavior within the product. Both AM and CSM teams can see how each team is doing their job and supporting each other, and most importantly, the clients themselves.

Pros

Onboarding.
Usage.
Client Communication.

Cons

Email communication.
General account notes.
API integration.

Likelihood to Recommend

I would highly recommend ChurnZero over any other AM/CSM enablement platform. It is straightforward to use, and their customer support team is fantastic! You have to invest time integrating it and fine-tuning it for your usage and team. That is the initial investment that you need to make from the beginning to set your team and clients up for success.

Zlatan Divjakinja

Account Manager, Customer Success in Sales at SalesIntel.io (Computer Software, 51-200 employees)

Vetted Review

1 year of experience

View profile

Perfect solution you can mature into!

Rating: 10 out of 10

Incentivized

December 29, 2021

Use Cases and Deployment Scope

We are consolidating information from our internal/external applications, marketing communications, and sending surveys all under one platform. We are able to chirp outcomes directly in our Slack channels & objectively measure user sentiment as well as user community engagement to the wider organization.

Pros

Configurable contact and account alerts.
Consolidation of information in one place.
Actionable insights, objective analytics we can drive improvements from.

Cons

play configuration can take some trial and error to get expectations right
you do need someone internally with an analytical (and technical) aptitude to support a good adoption
would be good to see their own in-app guides deployed against their own customer's deployments. For ex, in-app tips presented to ChurnZero users in areas they don't regularly use.

Likelihood to Recommend

Perfect for organizations that have access to data, even if they are not mature/ready to integrate or implement all features/functions from the start. You can grow and mature into the full use of ChurnZero, and adopt their more enterprise capabilities as you need them. Plays and surveys were used earlier than planned because the solution was easy to adopt. We started simple with CRM integration, then moved to manually import a few of our application events, like login, which gave us additional insight to support NPS & other survey feedback methods.

Verified User

Vice-President in Sales (Computer Software company, 51-200 employees)

Vetted Review

3 years of experience

Updated Churn Zero Review After 2 Year Usage

Rating: 8 out of 10

Incentivized

December 28, 2021

Use Cases and Deployment Scope

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.

Pros

Track customer activity
Send out automated messages
Track NPS responses
Link with Salesforce

Cons

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

Likelihood to Recommend

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.

Jazmine Whitlock

Customer Success Manager in Sales at Red Canary (Security & Investigations, 201-500 employees)

Vetted Review

2 years of experience

View profile

ChurnZero Certainly Leaves Zero Doubt

Rating: 9 out of 10

Incentivized

November 30, 2021

Use Cases and Deployment Scope

As a Customer Success Manager, my role is to be an advocate for our clients and ensure their continued success with our product portfolio. I utilize ChurnZero to keep track of my client accounts by updating any and all notes regarding the health of the account and interactions I have. ChurnZero allows us to maintain the health of clients and keep detailed notes so that we can continue to retain them as customers as well as track any upsell opportunities.

Pros

Maintain Account Health Status (Green, Yellow, Red).
Track Primary & Secondary Risk Identifiers.
Track Next Upcoming Renewal Date/Contract Expiration.

Cons

While customizable, there are way too many fields to be filled out within CZ, which can leave a lot of empty space for accounts to sift through.
Notifications within ChurnZero can often be a burden and complicated to sift through.
CS pulls all accounts for Salesforce and if Salesforce is (and it usually is) a mess then CZ will reflect this with duplicate accounts and a hard time trying and find the right one.

Likelihood to Recommend

Because it is highly customizable, ChurnZero can be a very advantageous tool to utilize in keeping tabs on your clients and ongoing communication. On that same note, because it is highly customizable, your organization may be in control of what is mandatorily displayed as fields within accounts even though it may not be relevant.

Jeffrey Serra

Customer Success Manager in Sales at Synopsys (Information Technology & Services, 10,001+ employees)

Vetted Review

2 years of experience

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