1,408 ChurnZero Reviews
- Alerts for each segment created
- Ability to segment accounts by any possible metric
- Being able to take endless factors into account to create a Churn score for each account
- A number that calculates the probability to churn.
-CZ integrations with other platforms are very useful for me
- gives us automation to our workflow to our CS Team
- Customer Journey is great.
- Survey about CSAT and NPS
-Health Score
- Email Marketing
-To-Do List
- Better understanding of which clients are high/medium/low risk of churning
- I can stay more in touch with all of my accounts and it takes much less time
-Custom Dashboards Review collected by and hosted on G2.com.
We must spend a lot of time to configure it since it has many possibilities and although the system is user-friendly, it sometimes takes its time.
If I edit my name it modifies all the segments to which I am associated
CZ is constantly improving so I always see possibilities for them to add functionality.
it's hard to find negatives to the product. Review collected by and hosted on G2.com.
I enjoy that it integrates with Outlook and Salesforce. This helps a lot in creating dashboards to visualize the data. Churnozero is easy to use and understand; it makes the life of the user easy as you can easily have all the data you need in front of you if you know what you need. Review collected by and hosted on G2.com.
Churnzero is not that smart when it comes to ingesting data and recognizing it. For example, after ingesting assets, the stored database won't remove the assets that don't exist and cause confusion when analyzing the data. I was doing a health check for a customer and questioned them about some assets that were showing up but in reality those assets had been decommissioned, the database Churnzero ingested data from had that information already updated however Churnzero itself still kept it as a manual action needed to be taken to get the assets list updated. Another thing I dislike is the inability of editing the emails it reads from outlook, instead of displaying the data as a regular task or activity you log, it shows that data as a read-only field that does not give you the ability of logging the time spent on that activity for example, so you will need to log an activity separated for that same email which is double work in my opinion. Review collected by and hosted on G2.com.
We've designed our ChurnZero deployment to ensure our CSMs are as efficient as possible with their time. ChurnZero ensures our team is engaging with the right clients at the right times. Our ability to acutely dial in our client health scores has allowed us to ensure that when a client is in need of attention we are aware...sometimes even before they are. The integrations available to our CRM, our call recording platform, and our finance system are invaluable. The ChurnZero team is always willing and able to assist, their support (to include Cassidy, our CSM) have been awesome to work with. Review collected by and hosted on G2.com.
It isn't as intuitive as some other platforms, it does take some time to become proficient. We are lucky to have a very technical team member who serves as our SysAdmin, which is essential for us. Report generation is sometimes slow, as well. Review collected by and hosted on G2.com.
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.
What I like best about ChurnZero is how easy it is to use day-to-day. The interface is intuitive, which makes it simple to stay on top of customer needs, and I find myself using it frequently because it consistently adds value without being overly complex. Review collected by and hosted on G2.com.
Newly onboarded customers will always have very high churn scores, as they have not interacted with the platform as much which can be misleading. Not a huge deal, but something worth noting. Review collected by and hosted on G2.com.
Churnzero helps me to make the best out of my time, and I find that, with the new AI integration I can get account insights in the blink of an eye. I find the features easy to use and it just got a lot easier and better after that latest revision. Review collected by and hosted on G2.com.
As far as I am concerned, C0 includes all the options. One thing if that is a bit stretch I can think of is to have an ability to configure the surveys, like in MS forms.
Well, I should not say that it's a let off. Review collected by and hosted on G2.com.
