ChurnZero Reviews & Product Details

ChurnZero has supported our Customer Success Team's ability to add a new segment to our operations: a Rotational CSM model. As the developer of this new model, I've been able to use ChurnZero's automated playbooks that support our ability to run the Round Robin setting to assign tasks to different CSMs in our team daily. Pulling contact and account segments into those plays has offered us the level of detail we need to target accounts that might need more support in different areas of our own product. We have seen an increase in communication from historically non responsive customers by 10% since using the tools in ChurnZero. We have also easily integrated ChurnZero with our CRM, HubSpot, for constant communication with our Account Managers and the rest of the sales organization. Review collected by and hosted on G2.com.

The only challenges we have faced is making sure that new features, like the Success Plans, are understood by the team and running properly. Sometimes, it can be challenging to find exactly what we're looking for in the Knowledge Base, but through reading articles and looking at the ChurnZero community, we've been able to figure it out for our business processes. Review collected by and hosted on G2.com.

I've used several other products, including Totango and Gainsight, among others. I purchased ChurnZero several years ago at a previous company and loved my experience so much that I purchased it again at my current company.

When you first sign with ChurnZero, you're placed into a first-class onboarding experience, with a robust team of experienced employees who help set up your instance, build your data, create initial customizations, and brainstorm with you on how to achieve things. ChurnZero integrates with numerous products and allows you to customize most aspects, including individual user dashboards and spaces, reporting dashboards, completely customized playbooks and automations, and health scores. We've been able to bring in Salesforce contract and customer data, Intercom support data, other customer support data, our product usage, and more, to create comprehensive and customized reporting and health scores.

Also, once you're up and running, you're not left alone to your devices, but meet regularly with your account owner to have check-ins on what else you may need or are trying to accomplish. We're always trying to build something new, and it's been great to have access to experts. But beyond our account owner, their Support team is quick to respond to any requests, so I know I can always get help when I need it.

We had a competitor's software for 2 years before switching to ChurnZero. Our account teams refused to use the other software - it was difficult to use, not intuitive, and the language just didn't make sense. It was also incredibly limited in what we could do. We've been fully integrated with ChurnZero for nearly 5 months, and I no longer have to chase account managers to update their accounts or log meetings. Everything is done automatically, and they are in their ChurnZero accounts all day, every day, without fuss. Review collected by and hosted on G2.com.

There's very little I dislike about ChurnZero. If you're looking for a fully customizable option, this isn't for you. While it is an off-the-shelf software, it does offer some customization, although not 100%.

For instance, we calculate survey results differently than ChurnZero does, and there isn't a way for us to manually create a formula in the dashboards to calculate it our way. Therefore, I have to export survey results and calculate them in Excel or Google Sheets.

You can create custom dashboards for reporting, which I have built several for executive and board needs. However, they are not visually appealing, and there are limitations to how you can design them. But they work.

Overall, these are minor annoyances, but not enough to make us unhappy or to even say we dislike it. Review collected by and hosted on G2.com.

The biggest benefit of using ChurnZero so far is its ability to efficiently monitor client data and keep everything in one place. It helps in creating tasks and maintaining focus, which is crucial for a healthy customer base.

We have been using ChurnZero for 1 year and have integrated it with Netsuite. We have plans to integrate with other platforms.

I've found the learning academy and knowledge base have been excellent and these supplement the support from our Customer Success Manager and technical experts at ChurnZero.

The customer success managers use ChurnZero everyday. Review collected by and hosted on G2.com.

Like any software that you start to use, it won't always fit your existing ways of working. Reporting is a good example because with ChurnZero, we can report on various metrics in real-time but some of the reporting doesn't directly replace what we've had in the past. So managing change, stakeholder management and communication are all things to consider when implementing ChurnZero.

Users will take longer to gain benefit of using ChurnZero if they're not used to working in a process driven way or are less comfortable with technology. Consider additional support for them.

I don't think there are any downsides of using ChurnZero. We didn't have Customer Success software before so implementing ChurnZero so the biggest challenge has been changes to ways of working and ditching Excel, One Note and various other places that information was recorded. Review collected by and hosted on G2.com.

There has been thought put into many different aspects of the product that are simple, yet very helpful and valuable. It works as advertised and can help beyond large-scale automations for onboarding or renewals. The conditional logic in automated plays (could be emails/tasks/field updates) is very flexible and has reduced the number of automations that need to be built and also how many steps we need to build into them.

It has a bit of a learning curve to it but once you get the hang of things, it's very easy to use and very efficient.

The Composite Churnscores are being explored and are exciting, it's a potential answer to using conditional logic in the churnscore. Review collected by and hosted on G2.com.

An automated meeting recorder that can record meetings, attendees, do a summary with action items like Gong or Chorus, and then draft a follow up email to all attendees based on that summary for the CSM to review and send would be game-changing. Without the content generation and automated meeting/activity recording in CZ, the current sequence of steps and other processes can only get "so close" to breaking a lot of adoption barriers.

Current limitations around data manipulation with custom tables can be frustrating when trying to absorb greater data reporting functions from other tools. Review collected by and hosted on G2.com.

ChurnZero has been an incredibly valuable tool for our Customer Success Managers. It helps us efficiently manage customer relationships, monitor customer health, and keep all engagement data centralized in one place. The platform makes it easy to segment customers and generate insightful reports, which has had a big impact on how we approach our work.

The tool becomes even more powerful when product usage data is integrated, giving our CS team a full view of the customer journey and enabling them to make informed, proactive decisions.

We've had a great experience working with our CSM, Kerry, who has consistently provided outstanding support during implementation and whenever questions or issues have come up. Our team uses ChurnZero daily, and we’ve found the implementation, training, and ongoing maintenance to be straightforward and manageable.

Overall, ChurnZero has become an essential part of our Customer Success operations. Review collected by and hosted on G2.com.

Custom Table records do not have the ability to tag individuals. Review collected by and hosted on G2.com.

ChurnZero's extensive integration network has allowed us to bring in data from other platforms to track or engage with our users/customers. Having access to all this data brings a wealth of opportunities to segment our data, build insights, and dive deeper into our customers.

From an admin perspective, it is easy to set up these integrations to bring the data to our CSMs. In cases where a native integration does not exist, they provide multiple ways to bring the data in. Review collected by and hosted on G2.com.

There was an update to reporting this past year that made reporting much better, but there are still limits to the ways reports can be displayed/created and the number of tiles on a dashboard. The limit of tiles on a dashboard lead us to create many overlapping dashboards that we would have preferred to have in one dashboard. Review collected by and hosted on G2.com.

I love the journeys! They make my life and role so much easier to use. Also as the business and our company's goal evolves our customer journeys can to! Adding and removing tasks and milestones are also easy to do. I live in my command center now, after the last update I don't use my custom report as often. The custom reporting is also a great feature, we have a pretty insane full team dashboard that my manager uses in our team meetings. Review collected by and hosted on G2.com.

Whenever we add an integration its not the best, a week or two after a major integration things don't always go as expected. Our program manager and I'm assuming the CZ CSM do a great job of fixing things rather quickly, but if we didn't have someone on our team that really manages it, I don't know how well those would have gone. We have done about 3 integrations in the past year so our team is also a bit ambitious.

Not sure if its configurable but one thing that is a bit annoying as an onboarding manager is that all my customers that are actively being onboarded have a medium-high risk because they have not completed their journey, which I understand. I'll just never have an active customer with a good churnscore per the nature of my role, so I tend to ignore whatever score they have. Review collected by and hosted on G2.com.

ChurnZero covers all aspects of Customer Success and has the total circle of the client journey covered. It is specifically dedicated to Customer Success processes and that is what makes it unique. It is very easy to use and it's customer support is also amazing. I have reached out a couple of times and they were always helpfull. ChurnZero is included in our daily tasks and we use it very often, for the most of our processes. I have managed to succesfully integrate it with my Microsoft accounts (Calendar and Email) and I am able to see all messages in the account profile and the meetings as well, which makes my day organised. Review collected by and hosted on G2.com.

The only thing that I see that could be improved is the UI and the looks of the platform. Sometimes, it feels a bit outdated and I personally would like a bit more colour in it. This is nothing important, just a "cosmetic" thing :D Review collected by and hosted on G2.com.

Configurability! I love how much I can change, manipulate and customize for what I need when I need it. There are certainly enhancements to be made but right now it is the best CS tool I have used in my 10+ years in Customer Success. With the recent additions of the Gong integration, AI tools and Success Plans this is helping my CSM Team take it to the next level! They all love it and are living in CZ every single day since it is so easy to use!

Also - I have loved our experience with our CSM Lucas! He is always so helpful, extremly responsive and always challenges me to think outside the box, simplify and consider new things! Huge high five to Lucas! Review collected by and hosted on G2.com.

I am excited for the newer features coming in Q1 and I don't have any negatives at this time! Review collected by and hosted on G2.com.

They've fundamentally built the product to be focused on the right things. The experience a rep gets is organized in a way that clearly identifies where they need to focus their time. The focus on usage data built into everything you do is critical for managing outcomes such as retention and expansion. The fact that I can quickly drill down to an individual user and figure out exactly how they've been using the product is key in today's environment. On top of that, you can customize your alerts and task management in a way that has reps focusing on the most important tasks. Review collected by and hosted on G2.com.

They've dipped their toes in products that are more in the in-app onboarding arena. While they provide a baseline level of functionality, there are better options focused on those specific use cases. To be clear- this is specifically things like in-app product tours; the software is very effective in managing things like customer journeys. Review collected by and hosted on G2.com.