ChurnZero Reviews

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128 Reviews

- Industry: Logistics & Supply Chain
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Sophisticated machine
Reviewed on 2022/03/11
Usage insights, NPS launch, Support ticket view
Usage insights, NPS launch, Support ticket view
Pros
The integration and CS support we have gotten
Cons
The fact that you cannot @ mention colleagues and interact real time
- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Almost one year in, and zero regrets
Reviewed on 2021/07/12
ChurnZero is slowly but surely making us better at Customer Success as a team. Every journey we...
ChurnZero is slowly but surely making us better at Customer Success as a team. Every journey we implement, every play we create, every report we run, makes us more process-driven and less reactionary. Our ChurnZero CSM has been amazingly helpful, our onboarding specialist helped us navigate the hellscape that was our system previously, and the support team have been quick and excellent.
While the software itself is great, the experience of working with the team over at ChurnZero, especially our CSM Bree, is what tips them over the bar into excellence. ChurnZero are our partners in customer success, not just our vendor.
Pros
ChurnZero has an extreme emphasis on the user experience of the Customer Success Manager. This is absolutely vital. Every second one of our team spends wasting thought on "Why isn't the system working" or frustratedly struggling with some unintuitive menu is one not spent tending their book of customers. ChurnZero comes at customer success from the right angle - when customer success managers are happy and equipped, they succeed.
Cons
The software isn't great at handling a multi-tenant or multi-product subscription-based SaaS product like ours. We're going to have to do some major restructuring to our account structure for the ChurnZero event tracking to actually get usable data. This is because at the time of writing journeys and events are tied to accounts rather than subscriptions or sites, which is a level of abstraction the system is not set up for. This structure is fine for single-site customers, but when a customer can have multiple products and subscriptions on their account, it gets clunky and mixed up fast.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Good platform, some integration issues
Reviewed on 2021/02/11
Prior we were only using Salesforce for CSM management so this platform helped a lot but there are...
Prior we were only using Salesforce for CSM management so this platform helped a lot but there are some shortcomings.
Pros
Overall this product gives the customer success team the information they need to see. It is simple for them to see aggregate NPS Score, Revenue, etc of all their accounts.
Cons
The integration with Salesforce is not designed well- its pretty basic, if you have a more complicated SF setup it may not integrate well. Example- it does not integrate with custom objects, we use a custom Task/Event object for activities rather than the out of the box one and churner activities will not sync with out custom object.

- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Visibility Is Power
Reviewed on 2018/11/19
It's all about protecting the MRR, my experience has been great.
It's all about protecting the MRR, my experience has been great.
Pros
There are so many benefits in utilizing ChurnZero. However what I like most is that you're able to see the big picture. From churn scores to net promoter scores, you're able to see client health. When you have dozens and dozens of clients, it's easy to lose track of what's going on. It's easy to have client's slip through the cracks. Using ChurnZero significantly reduces that risk.
Cons
Learning how to use a lot of the features does take some time before you're comfortable with it.

- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great software to manage your customers and reduce churn
Reviewed on 2019/06/08
Excellent. ChurnZero assisted us to keep our churn under control and reduce it. Their support team...
Excellent. ChurnZero assisted us to keep our churn under control and reduce it. Their support team is super efficient and fast and our queries quickly addressed.
Pros
Very simple to to use when we compared it with competitors, integration to other software like SalesForce and Zendesk was smooth. ChurnZero is the 'working platform' in which our CSMs manage their daily operations, good dashboards exists to provide 360 view of your customers overall health.
Cons
I'm hoping that in the soon future they'll develop some AI capabilities that will be able to predict churn according to data analysis.

- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
Completely customizable for your needs
Reviewed on 2018/11/24
Pros
We integrated our product in with ChurnZero so that we could track how our customers are using our product and what features they like and what features are not getting use as much. I love that we were to complete customize what data from our product gets pushed to ChrunZero. At every step of the integration we worked with our ChurnZero account representative and she was so helpful and very tentative to our needs and questions.
Cons
The integration has taken longer than we expected it to take, and are still working on some minor kinks.

- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Perfect for what we needed
Reviewed on 2017/11/15
Pros
The product is flexible enough for our diverse customer base. Some need high touch and others we want to automate. We have that choice and flexibility with ChurnZero. Their implementation team is very good and has put in the time to make sure we are seeing results.
Cons
We were a little aggressive setting up a ton of events from the start so implementation has been intense although its completely self imposed. I would suggest starting off with just the events and properties that are must haves and add the nice to haves later.

- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Useful Retention Tool
Reviewed on 2017/11/21
Pros
ChurnZero makes managing a large number of clients manageable for our team. It has allowed us to monitor client behavior, report on engagement, and get ahead of risk.
Cons
There is a bit of a learning curve as the UI can be somewhat overwhelming for new users. There is so much valuable information - it can be hard to know where to start!
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great CS product for medium sized businesses
Reviewed on 2019/06/04
Before CZ we were managing our customers and churn with various different user metrics buried...
Before CZ we were managing our customers and churn with various different user metrics buried within our own platform, multiple spreadsheets and reports, and different BI and martech software. CZ has been able to surface all of those data points into one central platform.
Now we have valuable data that can be accessed easily, segmented and acted upon quickly.
Pros
Highly customizable but not too cumbersome. Support on the ChurnZero side has been great. They are quick to respond and provide valuable insight with each interaction
Cons
Like most products in the same space the implementation was long (and still ongoing to a point). There is also a pretty steep learning curve. However, it can be intuitive once you know what you're doing.

- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A CSM Dream Come True!
Reviewed on 2018/12/06
I love ChurnZero - hands down, if you have CSM's, you need this. I would spend hours each week...
I love ChurnZero - hands down, if you have CSM's, you need this. I would spend hours each week trying to get a pulse on my clients and their activity. Too much wasted time and not a strong guarantee on accuracy. ChurnZero has allowed me to accurately gauge my clients giving me the upper hand knowing how to be a valuable asset to my client.
Pros
My day-to-day tasks are revolved around a large client base and many touch-points to ensure they stay happy clients! ChurnZero take away the "guess work" on a clients standing with their activity, follow up tasks, appts, etc. Its the best thing I have experienced as a CSM.
Cons
I think things like segments could be a little more "all in one" vs creating many individual ones so you could forecast renewals a little quicker but I think this is something we are working on to setup.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great segmentation
Reviewed on 2021/07/15
Even with some hiccups, I believe ChurnZero has helped us a lot to understand the best way to look...
Even with some hiccups, I believe ChurnZero has helped us a lot to understand the best way to look at Customer Success in our company and how to better apply it with the information we have.
Pros
Chunzero is a funcional, relatively easy to learn and implement software if you use other softwares with native integration like Salesforce.
Churnzero can also do great segmetation with all the information it has, and we can be really creative with how it works and can do.
We use a lot of the segments to create presentation and reports to the company's manegament and higher ups.
Cons
Unfortunatelly it is not a cheap product, and it has some limitations. Some segments are not that easy to do or to export, for example, when checking the responses to a survey, you can see in the survey area all the answers, when answerd, the answer itself, how many times that person answers (if the survey is recurrent) etc, and from there you can extract the segment manually. But it is not possible to extrat all the info automaticly via "live export" like other kinds of segments.
Reasons for Switching to ChurnZero
Previous knolege of the tool and price.- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Awesome Product - Always Getting Better, Too!
Reviewed on 2017/08/01
We're using ChurnZero to solve the challenges involved with measuring, monitoring & analyzing...
We're using ChurnZero to solve the challenges involved with measuring, monitoring & analyzing customer activity & actions within our application, combining it with CRM & customer/deal specific data, and then deriving meaningful information to actually act on.
Building off of this, ChurnZero provides a great medium to grab a pulse of your customers on every level possible - as an aggregate, segmented by defined groups, as an individual customer, and even down to individual users.
While we could certainly pull all this information ourselves, it would be inactionable, certainly more time intensive, and likely something much harder for the customer success team to digest compared to the incredible UI/UX provided by ChurnZero.
By & large the best benefits have been around the time saving achieved by putting all the information about a customer at the finger tips of the customer success team & allowing them to act from there.
Pros
As the administrator/technical user, I like that they try to make everything as easy as one could to configure & set-up.
From setting up the tracking code for measuring different user activities in our application, to lining up the salesforce.com integration to tie to our customer accounts from our database, the whole process is very straightforward and can be completed by running through their documentation once and just knocking it out yourself.
Aside from the set-up, I'm a huge fan that they're always adding features and functionalities, while enhancing others, and it's apparent that they take customers requests into mind when building these out.
Going further, I really appreciate that they never roll out anything too early or half baked - each & every feature rollout has been packed with great new enhancements that really allow you to take how you're using ChurnZero to another level.
Cons
There's nothing I can say that I outright dislike about ChurnZero, just 'wish-list' types of things that come up.
On occasion, I find myself saying "damn, I wish I could also do x, y, z" when using a certain feature or function or "it would be cool if you could do a, b, c".
The good news is that ChurnZero is a great SaaS company & constantly improving their product, so chances are always high that eventually I can do xyz and abc - they've been great about taking feedback over our time with them and actually building features and functions out around them.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Optimize your CSM team with ease!
Reviewed on 2020/06/23
We had the need to make our CSMs more efficient. With the high number of accounts each is set to...
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 Switching to ChurnZero
Ease of use, value for price- Industry: Hospital & Health Care
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Game changer for our customer success department
Reviewed on 2021/07/09
Before CZ we did not have any visibility on customer usage and we had to rely on customer reporting...
Before CZ we did not have any visibility on customer usage and we had to rely on customer reporting to understand how and if our product was being used. With CZ we can measure adoption and usage and provide intervention and support as needed.
Pros
ChurnZero has allowed us to create an effective, personalized and scalable onboarding process for our clients. It has given us the insight and the tools we needed to improve retention and expansion.
Cons
It's time consuming to integrate and implement, but totally worth it.
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easy to use platform providing user engagement in real time
Reviewed on 2018/05/04
Improved loyalty and reduced churn. Ability to easily send NPS surveys and tabulate results and...
Improved loyalty and reduced churn. Ability to easily send NPS surveys and tabulate results and address issues as required.
Pros
Simple set-up, easy to use, great customer support. The product easily interfaced to our CRM and customer cloud-based SaaS platform and provides real-time insight to client usage and behavior. It is an awesome tool to segment your client base into manageable areas and to target each segment with automated campaigns to address concerns or give shout outs. Great at NPS surveys and allows quick replies to comments/scores. Over-all highly recommend to improve retention and reduce churn.
Cons
Ability to predict client churn is based on criteria chosen by company then red, yellow, green colors indicate those groups most likely to churn. In our case, criteria is difficult to determine and we change choices based on input from sales, support, etc. Not easy to see if our choices are the best determination in churn prediction however that is on us. ChurnZero does not automatically calculate churn percentages of clients by day, week, month, etc. exporting to data to spreadsheets still required.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Managing Customer Accounts is Easy with ChurnZero
Reviewed on 2020/12/04
Overall, my experience has been great using ChurnZero. It's easy to manage accounts, send bulk...
Overall, my experience has been great using ChurnZero. It's easy to manage accounts, send bulk emails, and get a grasp on how all my accounts are doing without having to dive deep into each account. The reports are upfront and fully customizable.
Pros
The organization and integrations with ChurnZero make it so easy to manage all customer accounts. The marketing emails are great too.
Cons
Task Management just needs a slight tweak. Right now it's tough to quickly jot down notes on accounts without having to navigate through a few check boxes to get it added. This is what I need to fully switch over to using it for all task management.
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
ChurnZero is critical, but not perfect
Reviewed on 2021/07/01
Overall, I am glad we have the tool and it helps our CSM team be more efficient and recognize the...
Overall, I am glad we have the tool and it helps our CSM team be more efficient and recognize the needs of our customers. But it’s not perfect and has some room for growth for our team.
Pros
We use ChurnZero as our CSM software of choice to manage and nurture our customers after the sales team. One of the best features is the journeys, which act as a checklist and roadmap for how we will onboard and nurture a client when they start working with our company. We also have a renewal journey to help prepare our customers for their annual renewal period.
Cons
The product design just doesn’t happen to include the most beautiful or user friendly UX. That is probably my biggest gripe. A couple of other notes is that they are now offering custom surveys, but only on the enterprise package, which was disappointing for us. Same thing with their new more customizable dashboard, sounds great, but only for enterprise customers.
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Good use for very linear functions and businesses
Reviewed on 2022/05/25
Pros
A good way to see utilization and engagement from a client
Cons
Not the best when it comes to non-linear businesses. For example, it's good for a business that does say, 4 calls a month and to see engagement. However, when it comes to multiple timelines and "journeys", things get messy and not as easy.
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easily check the health of your customers and identify red flags.
Reviewed on 2017/08/01
We're helping provide more customers with greater value by looking at their activity through...
We're helping provide more customers with greater value by looking at their activity through ChurnZero before having conversations to see usage data and figure out who isn't getting the full use out of the platform and may need additional help. ChurnZero helps me address problems that I otherwise wouldn't have been able to see. Having the quick insight into usage data helps me know which clients I need to contact and address an issue with, which helps me save revenue or build a more accurate forecast.
Pros
Before we had ChurnZero, I used to have to generate more than one usage report per account to get any important usage information about an account. Now I can just login to ChurnZero and see usage data for any account with a couple clicks. Also, it has a dashboard that easily identifies which accounts are "red flags" and I should re-engage in conversation to FIGHT CHURN!
Cons
We were fortunate enough to have onsite training, but for users who don't get that experience, they might be intimidated by all of the functionality that the system has to offer.
- Industry: Public Relations & Communications
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Churnzero provides insight into Customer use and patterns that are complete gamechangers!
Reviewed on 2017/10/30
Provides visibility on client use of our software. Helps identify possible gaps in use, where I can...
Provides visibility on client use of our software. Helps identify possible gaps in use, where I can step in as the account manager to not only help our clients fully utilize our tools, but also show the value for clients to add on features that may not be currently in their system in order to make their day to day jobs easier.
Pros
Tool provides the great insight! This tool is like having a cheat sheet on how our clients engage with our software. Most clients have a million tasks they have to deal with, instead of trying to gauge client use through asking, this provides tangible and reportable data on client usage.
Cons
Still waiting on in app messaging. I know this already on the roadmap, and available for a lot of other users, I am really just anxious to go live company wide over here.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
ChurnZero and it's support
Reviewed on 2021/07/12
Once we finally got up and going with it, it has freed up our team members to push other balls...
Once we finally got up and going with it, it has freed up our team members to push other balls forward and use our time in more efficient ways.
Pros
Having a tool dedicated to CSM's has been a game changer for us.
Cons
Our company had a hard time finding the right person/team to implement this. Some guidanance in those initial setup steps would have been helpful.
- Industry: Market Research
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
ChurnZero provides us with insight to customers that we normally wouldn't have.
Reviewed on 2017/12/08
Helps us identify when a client has or hasn't adopted our product
- Scoring helps us understand...
Helps us identify when a client has or hasn't adopted our product
- Scoring helps us understand the health of an account
- Improved customer conversations
- Email campaigns are very helpful with adoption
-Reporting helps us with our daily workflow and responsibilities
Pros
Helps us identify when a client has or hasn't adopted our product
Scoring helps us understand the health of an account
Improved customer conversations
Email campaigns are very helpful with adoption
Reporting helps us with our daily workflow and responsibilities
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
It's been a great way for me to view all the information related to an account.
Reviewed on 2017/11/07
Pros
How it consolidates all the information you'd need about your clients and users into one place. Most importantly it pulls in extremely helpful information on assessing whether or not a client is in good health. It's hard to keep all of that information organized and to check up on it regularly but between ChurnZero's notifications and consolidation of information, you feel much more confident that you are up to date.
Cons
It does feel like there is a lot crammed onto every page. I think there could be less graphics and visuals on the dashboard and command center.
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Churn Zero has taken us from being reactive with customers to proactive. It allows for great...
Reviewed on 2018/06/21
being able to easily track where my clients are at and take action before issues arise.
being able to easily track where my clients are at and take action before issues arise.
Pros
alerts, slack integration, being able to create your own customized journeys, being able to have cool dashboards and insight into customers usage right there at your fingertips. Integration with SFDC is great and it is just so customizable for our needs. The support and our CSM, Chase, has been amazing too.
Cons
I don't love the way that they do 'plays' but I've already talked to our CSM about it and they are working to improve that. There is very little to not like.
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great tool for CSM teams
Reviewed on 2019/06/04
Great tool. Highly recommended!
Great tool. Highly recommended!
Pros
Love the customer service provided by the Success Management team. They've taken the time to understand our company, anticipate our needs and help us understand how we can implement ChurnZero for our team's needs.
Cons
Naturally, an important piece of ChurnZero is the data that you're pushing into it. If you're not pushing clean, normalized data in, you're going to get bad data out. I wish it were clearer how the data is being translated and what we needed to do to make it work well in ChurnZero.