ChurnZero Professional, Scientific, and Technical Services 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

71 Reviews

Professional, Scientific, and Technical ServicesLegal Services1Accounting2Information Technology & Services41Marketing & Advertising17Market Research1Public Relations & Communications1Research2Computer & Network Security1Translation & Localization1Human Resources4

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 (Information Technology Services company, 501-1000 employees)

Vetted Review

2 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 (Marketing & Advertising, 51-200 employees)

Vetted Review

5 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 (Translation & Localization, 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 (Information Technology & Services, 201-500 employees)

Vetted Review

3 years of experience

Game changer for any CSM

Rating: 10 out of 10

Incentivized

January 9, 2024

Use Cases and Deployment Scope

I use ChurnZero to manage my book of business. It was game-changing in my life as a CSM, as now I can understand the health of my customers, understand the areas that need more attention, register conversations and goals, and send many communications, saving time to focus on what really matters.

Pros

Churnscore
Log Activities
Notes, and follow up emails

Cons

Reply to emails to customers
The "To" field when composing should appear empty
Be able to see the sent messages in the day

Likelihood to Recommend

This is appropriate for CSMs that have a large BoB to manage and need to track the health of the portfolio. Also suitable for companies that would like to scale their contact with customers, using the Playbooks. It isn't so appropriate for those that have a small portfolio, as this can be done in other software.

Nayara Lima

Customer Success Manager in Customer Service at AppFollow (Marketing & Advertising, 51-200 employees)

Vetted Review

1 year of experience

View profile

When the tasks are piling up, ChurnZero can help keep them organized in a logical, easy, and straightforward manner

Rating: 10 out of 10

Incentivized

October 24, 2023

Use Cases and Deployment Scope

We use ChurnZero to manage customer journeys, client health, and usage. I specifically use it to manage to the customer onboarding and implementation journey, so I'm in it every day. It helps keep me organized and move our customers through their onboarding at the right pace so that daily and weekly tasks are broken up into easy to follow actions.

Pros

Standard Journey
Monitor Client Usage and Health
Tee up automated emails and plays

Cons

Conditional Functionality
Branching Functionality
Journey Pausing/Delaying

Likelihood to Recommend

ChurnZero is great for when you have clients that need to go through repeatable processes, or when you need to monitor their usage and tee up plays or emails based on their usage. What I find particularly helpful is the history section, where you can see everyone's interaction with the client (emails, meetings, notes, etc.)

Wolf-Ekkehard Hindrichs

Solutions at XOi (Information Technology & Services, 51-200 employees)

Vetted Review

1 year of experience

View profile

ChurnZero Automation

Rating: 10 out of 10

Incentivized

September 29, 2023

Use Cases and Deployment Scope

We are working with the ChurnZero professional development team to create Journeys to automate our year one product subscription process as well as annual renewals. This includes automatic emails as well as alerts based on triggers, to offer our customers a better experience as well as automating our employee touchpoints.

Pros

Our Customer Success Manager has been there guiding us through every step from data integration to journey creation.
IT support is very helpful and responds quickly to questions or issues we have.
Professional services are doing a great job of automating our journey and making sure we did not miss important steps to get the results we are looking for.

Cons

At this time only one CRM integration is allowed, Salesforce or D365 or others. However, you can use APIs to send data from more than one system so you can still bring in that data.

Likelihood to Recommend

ChurnZero is helpful in setting up rules to automate actions including emails and alerts. This is helping our customer service team manage as our customer base grows.

Verified User

Project Manager in Product Management (Accounting company, 1001-5000 employees)

Vetted Review

1 year of experience

Worth Every Penny! Won't work anywhere without it!

Rating: 10 out of 10

Incentivized

September 29, 2023

Use Cases and Deployment Scope

ChurnZero has allowed us to create more standardized ways of serving our clients, forecasting health, and implementing practices that allow our account managers to work on more accounts. We're a small company looking to put practices in place as we scale to ensure that we're doing things in the most efficient manner.

Pros

Plays: Allows you to bulk send emails out to clients based on easy to make segments. Also, allows us to track success of a play. Previously, we had to work with our marketing team to send out any emails and it was an extremely bulky process that took far too long for the payout.
Segments: Better than any other CRM reporting functionality. Allows us to more accurately look at portions of our clients based on different factors that are extremely easy to use.
Health Scores: The customization allows us to really play around with different health scores as we figure out what good health across clients and services really look like.
Transparency: Allows me as a manager to see a much better comprehensive look at my team's performance.

Cons

Turnaround time: Sometimes my emails can go unanswered for a week or so and it requires us to follow-up. However, when we've needed Support, their support team is extremely responsive.

Likelihood to Recommend

I think ChurnZero could really help any org that's trying to create a more standardized approach to managing clients and forecasting revenue for revenue retention and expansion. I have used it at an org that has a website that provides data to track client satisfaction and use. I'm not using at an org that doesn't have any web use traffic and we've been able to develop strong health data. It's all about what you put into it and how you hold your team accountable for using it.

Jackie Breuer

Executive Director in Corporate at Gravity Research (Research, 51-200 employees)

Vetted Review

2 years of experience

View profile

ChurnZero is Awesome!

Rating: 10 out of 10

Incentivized

August 30, 2023

Use Cases and Deployment Scope

We use ChurnZero for all things retention-focused (proactive and reactive retention). We focus heavily on product usage/lack thereof and work on product adoption goals. We do both these things through a series of direct-to-consumer touch points through ChurnZero and internal prompts for teams to take action on the account.

Pros

Product usage data
Customer communication
Advanced segmentation/reporting

Cons

I'd like the ability to sync data back and forth between Salesforce on the Task level. I think this is probably a pretty specific use case, though.
I'd like the ability to export plays (to include emails in the play) in one file for reference
Email editor with more advanced functionality.

Likelihood to Recommend

There are a lot of business cases for ChurnZero and, candidly, after 5 years sometimes I feel like I am barely scratching the surface of what we could be doing to reduce churn and engage customers to better utilize our product. ChurnZero has been helpful for our organization in targeting the key product components needed to keep our customers sticky and really focus proactively on the risk elements.

Verified User

Manager in Customer Service (Information Technology & Services company, 51-200 employees)

Vetted Review

5 years of experience

ChurnZero or Churn"Hero"

Rating: 10 out of 10

Incentivized

August 29, 2023

Use Cases and Deployment Scope

ChurnZero is like having the MOST helpful assistant that keeps track of important tasks throughout the client journey. It sets up tasks linked to my calendar, and helps me make sure nothing falls through the cracks. The platform will auto-send surveys after tasks are done, so I can ensure every client gets a chance to provide feedback. ChurnZero helps everything running smoothly, connect better with my customers, and make decisions based on the feedback they provide. Personally, I love how my clients can fill out their survey after our call, and ChurnZero pushes it out to a Slack channel for visibility. My clients are always providing me with feedback that makes me super thankful I am valuable to them. ChurnZero reminds me of upcoming tasks and helps me ensure I am sending the emails, and logging the calls I have had. It solves organizational issues and provides transparency.

Pros

Talks to Slack to post feedback in Slack channel for visibility.
Reminds me when a specific email template needs to be sent.
Talks to Salesforce to log when calls and other tasks are completed.

Cons

I wish ChurnZero talked to Front so that when I sent an email to Front, it would auto-tag it and know the task was completed.
I wish you could mark an email as sent and not have to delete it if you choose not to send it through churn.

Likelihood to Recommend

When I get off a Zoom call, I can easily go in, copy and paste the link, mark the task as completed, and Churn sends out an email to my client at 5 p.m. to see how they enjoyed the call. I really love that. Churn also helps remind me of upcoming tasks and helps keep my thoughts organized by what is a higher priority and what is a lower priority. I like that it tells me when I should be sending specific email templates to clients.

Holly Maddox, Ed.S

Client Success Manager in Customer Service at Crisp (Marketing & Advertising, 51-200 employees)

Vetted Review

1 year of experience

View profile

Loading Reviews List....

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 (Marketing & Advertising, 51-200 employees)

Vetted Review

5 years of experience

View profile