--- title: "ChurnZero Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ChurnZero the right Customer Experience solution for you? Explore 130 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/157980/ChurnZero/reviews/" page_type: "reviews" language: "en" --- ChurnZero 4.7 (130) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 3rd, 2026 # Reviews of ChurnZero Ease of use 4.3 Customer Service 4.9 ## Pros and Cons in Reviews DS Des S Manager, Customer SuccessSecurity and Investigations, 51 - 200 employeesUsed the software for: 6-12 months. “It is incredibly flexible and configurable, allows a more holistic view of my data with stunning dashboards and their support / CSM team is incredible.“ October 14, 2025 JL Jess L VP Customer SuccessRetail, 201 - 500 employeesUsed the software for: More than 2 years. “For example, rules that site across the top of the system that restrict uses on sending plays to entire database without a manager review or plays that we would never want to occur on certain clients as we set up their contract.“ March 11, 2022 DS Des S Manager, Customer SuccessSecurity and Investigations, 51 - 200 employeesUsed the software for: 6-12 months. “ChurnZero has been the most helpful CSM tool throughout my 13 years in customer success.“ October 14, 2025 JL Jess L VP Customer SuccessRetail, 201 - 500 employeesUsed the software for: More than 2 years. “Main problem is being able to dissect customer data across separate systems and being able to automate some of our proactive outreach efforts.“ March 11, 2022 Cody S OwnerPhotography, 2 - 10 employeesUsed the software for: 1-2 years. “Churnzero was built to include analytics at its core, which is a benefit over competitors who use a data partner.“ April 5, 2024 PS Pauline S CS Operations Senior ManagerComputer Software, 201 - 500 employeesUsed the software for: 1-2 years. “Custom dashboards not being included in the standard plan (we have to export the data every time outside CZ to provide the team with graphs), NPS Surveys available only in one language (sending NPS Surveys in different languages means creating different surveys which will result in having several NPSs for the same product - which is not what we want)“ July 20, 2021 AI Asif I VP, Services & OperationsComputer Software, 201 - 500 employeesUsed the software for: 1-2 years. “This rich and customised database can be queried and filtered using the excellent Segments feature which has the power to consolidate and filter the data you have, to answer real-world business questions.“ January 4, 2023 CA Chris A Program Manager, Digital ExperienceComputer Software, 10,001+ employeesUsed the software for: 6-12 months. “In our instance at least, certain pages and reports can take some time to load.“ March 11, 2022 ## Showing most helpful reviews Showing 1-25 of 130 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Holly J. Chief Operations Officer Computer Software Used the software for: Less than 6 months ### "A must have if you're looking to increase client retention" August 4, 2026 5.0 Overall, we LOVE CZ! The support has been phenomenal. Every team member that we've worked with is very knowledgeable and friendly. Pros We loved how much insight we can see into managing our client accounts. The automation, data insights, and the amazing onboarding and support we get with CAZ have been very valuable. Cons It's a little confusing figuring out the best way to have churn scores for new clients vs existing clients. Review Source Doug M. Sr. Customer Enablement Manager Computer Software Used the software for: 1-2 years ### "Game Changing CS Platform for Companies of All Sizes" March 11, 2022 4.0 Pros The CZ team and culture are easily two of the most important factors in why we chose ChurnZero. They're tremendously responsive, incredibly supportive, and understand the CS is a growing field and no one has all the right answers all the time. Our team has been able to adopt and onboard the CZ platform with ease and without an administrator being dedicated to its setup. The ease of configuration, implementation, and integrations were key to being successful immediately. Big shoutout to \[SENSITIVE CONTENT\] - our Success and Implementation team. The support we've gotten has been next-level, and I owe a huge amount of our success with the system to the CZ team proactively knowing what we'd need and leaning in to assist. Cons The UI can be clunky. I really hate the slide out drawer nav ... but there really aren't any details of the system where there are complete misses. Alternatives considered [ClientSuccess](https://www.capterra.com/p/157971/ClientSuccess/)[Vitally](https://www.capterra.com/p/179837/Vitally/)[Planhat](https://www.capterra.com/p/149430/Planhat/)[Catalyst](https://www.capterra.com/p/203639/Catalyst/)[SmartKarrot](https://www.capterra.com/p/189459/SmartKarrot/) Reason for choosing ChurnZero ChurnZero's team approach to our success made them stand out above the competition. They knew where we were on our CS journey, and met us there instead of trying to force us to fit their ideal customer model. We had some unique data issues that they were able to listen to, understand, and resolve, which helped confirm our decision that we'd be understood throughout the process. Switched from [Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Competitive solutions/organizational decision. Review Source VR Verified Reviewer Data Analyst Information Technology and Services Used the software for: Less than 6 months ### "Ok Tool but Will Deceive to Close the Sale" December 18, 2018 2.0 Pros Journeys and Plays both have some great elements to them. Journeys for tracking the path of an account through their experiences. Plays for automation or processes. Cons During the sales process they told us their integrations worked a certain way and they had certain functionality that they later told us did not work when we tried to get it up and running during the onboarding process. Unfortunately, this occurred quite a few times with little to no recourse. It is very clear that their team is ok with stretching the truth or not giving the full answer in order to close a sale. If they had been honest with the functionality the whole time it would have been easier to adapt but unfortunately, they kept changing their story causing us to lose time and money in continually changing our processes to suboptimal methods as they revealed the product did not work as expected. Particular pain points: - Emails can be sent from ChurnZero but only with one recipient. - Despite claiming to have a Segment integration, it is not a full integration and is intended for only events. They can set it up to accept attributes but it can be very glitchy. - The HubSpot integration is only "bi-directional" for some attributes and not others. This is not outlined anywhere. - The HubSpot sync only syncs tasks, there is no sync for emails or notes. - The Custom Table interface (where integrations sync to) is really badly formatted making it difficult to read. - The HelpScout sync only shows a small preview and formats badly to where the small preview takes up the whole page making it difficult to easily see past conversations. - If a Play is created for an account it creates it for every single contact on the account even if it's just creating a single task for the account - The UI is a little glitchy in places formatting weirdly - There's no way to add your own attributes or upload csvs, all this needs to be done by sending the information to their team. - There is no way to customize how many accounts appear in their lists (known as Segments) meaning only 10 accounts can be viewed at a time (a big pain points for CSMs skimming their account list). I'm sure there's many other nuiances we still have yet to discover. We were really excited for this tool and the possibilities but unfortunately it has been a lot of let-downs in the functionality. Review Source Response from ChurnZero December 26, 2018 Thanks for the review. It is appreciated and I'm sorry we got off to a bad start. 1) I do object to the word "deceive"; it may be miscommunication or lack of deep knowledge or even sloppiness. Since we, of course, believe in customer success, we know that deception at any point bites back. We wouldn’t knowingly deceive, but we'll work to improve in our communication to customers and prospective customers alike. 2) We do see consequences from this problem and you have been given recourse. We have changed our development schedule to build functionality to bridge the gap here. This is the price we are paying from the problem and it is a big one. We will strive to deliver on what was promised to you and your team. 3) Thanks for the thoughts on some of the other features. They are great feedback for our team. I will make sure they read this. I believe we have tried to make right what was a bad start to the partnership. I hope we can continue to show that we have the best interest of our customers in mind. DM Doug M. Manager, Corporate Customer Success Computer Software Used the software for: Less than 6 months ### "The software is great, the team is amazing" July 19, 2021 5.0 Five out of five starts. The team has been amazing from the start, and we're excited to be a part of the CZ Community. No software is perfect, but ChurnZero definitely puts customers first, and we've enjoyed every minute of the partnership so far. Pros The team that supported our onboarding and success has been absolutely next level. Through the entire sales/post sales process, our organization has felt like a priority, and the CZ team has seamlessly handled every curveball we've thrown. For the last 2 years, our org has operated without a CS platform, so bringing ChurnZero in to the fold has been an immediate game changer for our CS org. The ease of use for CSMs, the increased visibility into tasks, responsibilities, and journeys/plays has made our team more efficient than ever. As we continue to develop our use cases and build out the platform, we continue to be impressed with the capabilities to support our needs. We're still early in our lifecycle with ChurnZero, but have been blown away. As we continue to dig in, we know there's a lot to do, but we're excited at what the platform has unlocked for us already! Cons The only downside is the inability for an admin to delete custom fields that they created on their own (requires a support ticket). I understand the purpose, but as someone who builds first and thinks later, this leads to a bit of a slow down when I need to go back and clean things up. On that note, the support team has been incredibly responsive and supportive. Second "negative" is the lack of flexibility with the default "dashboard" the command center. Our CSMs/segment leaders would love the ability to create/define/build their own weekly views, but we've been able to make do with the default command center and some custom dashboards. Alternatives considered [ClientSuccess](https://www.capterra.com/p/157971/ClientSuccess/)[Vitally](https://www.capterra.com/p/179837/Vitally/)[Planhat](https://www.capterra.com/p/149430/Planhat/)[Catalyst](https://www.capterra.com/p/203639/Catalyst/)[SmartKarrot](https://www.capterra.com/p/189459/SmartKarrot/) Reason for choosing ChurnZero We were able to narrow our selection down based on a few critical criteria: Health Scoring and flexibility, ease of task management and visibility, Automations through plays - enter and exit criteria, extensibility with our other systems (looker, salesforce, pendo, bigquery), data security, and ease of working with the team. Frankly, several options fell out of consideration for being too pushy/salesy too early in the process. Switched from [Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Gainsight released a competitive product to Pendo (Gainsight PX) and we mutually decided to part ways a few years ago. Gainsight was too much engine for our org at the time, and caused what we refer to as "CTA Hell" based on overly automated alerts. Review Source EC Elsie C. Director of Customer Care Computer Software Used the software for: 2+ years ### "ChurnZero changed my life!" July 13, 2021 5.0 It's been overwhelmingly positive. I absolutely love the Customer Success Managers that I've been lucky enough to work with - they have been wonderful! I'm at a place where I've been with CZ for nearly 3 years and I feel like I still have so much more to get out of it - it's the gift that keeps on giving. I think this might be the most dramatically positive review I've ever written! Pros ChurnZero gives you visibility on every customer who interacts with your organization. It is an incredibly robust tool that is limited only by the data that you send to it! If you spend the time to get to know all of the ways that you can leverage CZ you'll never look back. It has completely changed the way that we are able to interact with and empower our customers. The greatest Pro is the people though - the support team is the most responsive I've dealt with (I'm talking replies within MINUTES sometimes) and the Customer Success Managers are the best in the world. They have fantastic webinars and weekly content so it's just the beginning of your best practice adventure. Cons I'll admit it was tricky to set up. But any system like this will be! That's the nature of robust systems - you need development work and a clear picture on where you are going. But you'll get an implementation specialist who will guide you through every step and (provided you have developer availability!) you can get through it easily. The only other Con I have is that the Email Tool can't be used for Email Marketing - it's great for one-on-one messages but you can't create big colourful branded emails in it. It's just not robust enough. Instead, I create these in Hubspot and port over the HTML code which is a great workaround but very time consuming. But CZ put out so many massive enhancements and new features I have absolute faith that they'll work on this one day and I'm happy to wait until then (that's saying something!) Alternatives considered [Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero It was the most robust! They had an implementation specialist who could walk us through the whole process. They are constantly releasing huge features and enhancements. Everyone is the best at what they do! Review Source TJ H. Chief Operating Officer Computer Software Used the software for: 2+ years ### "ChurnZero gives you the most bang for your buck!" July 12, 2021 5.0 Pros The best thing about ChurnZero's software is the responsiveness of their team and their reflective approach to product development. Their CS team is best in class, and their product is constantly updating to reflect requests from customers. Integrations are a breeze with them, which helps us remain flexible as we need new data in ChurnZero from various sources. Cons There are times where the UX is confusing to me, but once I figure out how to find something, its very easy to use. Alternatives considered [ClientSuccess](https://www.capterra.com/p/157971/ClientSuccess/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero ChurnZero was in a sweet spot between our primary considerations: cost and functionality. It had the right number of features that we were looking for in a price point that fit our budget. Other products were either too expensive or didn't do enough of what we wanted. Review Source AS Ashley S. Director, Customer Success Operations Computer Software Used the software for: 1-2 years ### "Swiss Army Knife for your CS Toolset " July 12, 2021 5.0 Great experience from the start. The implementation team is top notch and the customer success team is responsive, knowledgable, and always willing to go the extra mile. ChurnZero has truly reformed our customer onboarding experience and we are working to set up similar processes for customer adoption. Pros ChurnZero integrations allow us to pull all of our customer data into one place and then action on key insights in a truly meaningful way. This not only helps us to perform better as a CS org, but allows are customers to achieve better results. Cons Native dashboards leave a little something to be desired. Upgrading to Enterprise Edition would solve that problem. Alternatives considered [ClientSuccess](https://www.capterra.com/p/157971/ClientSuccess/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero We selected CZ because of the cost and ease of implementation. Review Source PS Pauline S. CS Operations Senior Manager Computer Software Used the software for: 1-2 years ### "Great CS platform" July 20, 2021 5.0 CZ makes it much easier to segment clients and contacts, and to reach out to the right accounts and contacts. Plays and Journeys are sometimes a bit difficult to link (emails to be sent semi-automatically after a specific step of the journey has been completed for example) and Journeys are really something the CSMs struggle dealing with. Otherwise, the Support is always very reactive. Pros Multi-currencies, Integrations with other tools we use internally (Salesforce, Wootric, Webhooks, Intercom), ability to create as many segments as needed, native NPS surveys Cons Custom dashboards not being included in the standard plan (we have to export the data every time outside CZ to provide the team with graphs), NPS Surveys available only in one language (sending NPS Surveys in different languages means creating different surveys which will result in having several NPSs for the same product - which is not what we want) Alternatives considered [Planhat](https://www.capterra.com/p/149430/Planhat/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero Not sure, I was on a sabbatical when my manager decided to make the switch to another tool. But I guess CZ ticked more boxes than the other alternatives that were considered. Review Source BN Brendan N. Sr. Manager, Global Renewals Computer Software Used the software for: 6-12 months ### "Powerful tool, great company, leaves some to be desired." July 9, 2021 4.0 Our experience to date with the account and services teams at ChurnZero has been extremely positive. All high-energy folks who are ready and willing to help. With ChurnZero, we genuinely feel like we're able to understand the risk to our business and manage it in a consistent and scalable way. Pros I love that I can see the health of each of the customers (and customer segments) my team is managing. This provides visibility we were lacking before we had ChurnZero. We're still getting used to the Playbooks and Journeys, but there are a lot of rich features that automate tasks we were previously managing manually. I expect that ChurnZero will save our global CSM team countless hours per month tracking activities, tasks & collecting data over the next year. Cons There are certain workflows that are unnecessarily painful in ChurnZero, like searching for an account. For example, if our CRM has duplicate accounts, it can be difficult to know which account to choose in the CZ search dropdown. Alternatives considered [ClientSuccess](https://www.capterra.com/p/157971/ClientSuccess/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero ChurnZero had the ability to manage multiple products (Client Success did not). It also felt like the right combination of enterprise features that weren't too complex or expensive (why we didn't go with Gainsight). Review Source NS Nick S. Onboarding Trainer Facilities Services Used the software for: 6-12 months ### "ML - CZ Review" March 17, 2022 5.0 I cannot see myself using another platform other than Churnzero. It's been a tremendous help in my department. Pros I love that I can create plays for my customers depending on where they're at in their onboarding journey. It really takes the weight off of my shoulders trying to manually create & send emails to clients. I also love the journey reports, as it's an easy way to see how many accounts are active, and which are on track, behind or stuck. Cons I think overall I've only had positives with churnzero. I only use a few sections of the program, so my scope is limited, but the areas I have used have been fantastic. Switched from [Basecamp](https://www.capterra.com/p/56808/Basecamp/) Churnzero does a better job with customer focus and revolving around the customer. Review Source VR Verified Reviewer Customer Success Team Lead E-Learning Used the software for: 6-12 months ### "Almost one year in, and zero regrets" July 12, 2021 5.0 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. Reason for choosing ChurnZero The alternatives considered lacked what I believe to be absolutely essential features, such as the Command Center, a good user experience for CSMs, and actual native integrations rather than purely relying on Zapier. ChurnZero were actually weaker in the sales process than some of the alternatives (possibly because we're a small account), but their product spoke for itself. It took about 15 minutes of me getting hands on with the product to want it in my working life. Review Source JT James T. Senior Director, Customer Success Security and Investigations Used the software for: 1-2 years ### "Great Combination of Value and Usability" March 16, 2022 5.0 Pros We brought on ChurnZero to perform a few different functions. 1.) Operationalize our customer journey; 2.) Deliver more targeted user outreach, and do so more efficiently; and 3.) Have a single pane to understand our customer engagement. ChurnZero has helped us reach these goals through its straight forward but powerful user interface. The user experience is superbly intuitive which has allowed our team to quickly get key functionality set up with minimal effort. We are able to consistently refine our customer journeys and the ways in which we operationalize them because of this ease of use. We have seen benefits in terms of better customer outcomes through targeted outreach or standardized support, and substantial time savings from operational efficiencies. Cons "Like least" is harsh terminology and there isn't really anything that meets the criteria of "not liking". One thing that would have been a nice to have is more professional services to support onboarding. We are a resource limited team who needed hands-on support to get our internal data organized for ingesting into ChurnZero. Of no fault of ChurnZero, but due to our resourcing constraints this has taken some time to accomplish - an option for a more robust onboarding would have been hugely beneficial in terms of outcomes. Alternatives considered [Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero Simplicity / Price. Review Source GM Ghizlaine M. Director, Customer Success Computer Software Used the software for: 1-2 years ### "A Must-Have for Customer Success" August 11, 2017 5.0 Increased visibility into how and when our customers interact with our platform. The ability to communicate with customers in a scalable way. The ability to build out trends and usage benchmarks as they relate to the customer journey. Pros ChurnZero revolutionized the way we communicate with our customers. Not only can I build targeted cadences (that include email and in-app messages) based on activity, but I can quickly search for a particular user to determine how they've interacted with our platform prior to a call. The cadence feature, known as Playbooks, is KEY to engaging with customers in a scalable fashion. I can build Plays based on activity or in-activity - meaning if a customer has not logged into our platform in the last week, they'll automatically receive a personalized message from me prompting them to do so and asking why they haven't. I've received hundreds of responses from customers telling me WHY they do / don't use specific features. I can also use Plays to specify what segments of customers see within their "Success Panel" - this is a key feature when announcing our own product releases, upcoming events, or special announcements. I always check a specific person's usage prior to hoping on a call with them - it gives me leverage in understanding their activity within our platform without having to guess or ask them. I can also keep customers accountable when they have "homework" between trainings. All in all - GREAT tool with an amazing team. I cannot say enough nice things about Abby, the VP of Product who meets with my team biweekly to discuss best practices. We're in great hands with ChurnZero. Cons Honestly, I can't think of anything. It'd be great if we could see which browser a user is on when interacting with our tool - this is key for us as we don't support particular browsers. When "bugs" are reported by users, we almost always ask about the browser. It'd be awesome to know this during troubleshooting but also to build a Play around this to remind folks to use a compatible browser. I'm fairly certain this is on ChurnZero's roadmap though. Review Source VR Verified Reviewer Manager of Customer Success Telecommunications Used the software for: 1-2 years ### "Optimize your CSM team with ease!" June 23, 2020 5.0 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. Alternatives considered [Tatango](https://www.capterra.com/p/145849/Tatango/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero Ease of use, value for price Review Source EI Eden I. Director of Client Success Hospital & Health Care Used the software for: 6-12 months ### "Game changer for our customer success department" July 9, 2021 5.0 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. Review Source PP Pete P. Customer Success Manager Used the software for: 1-2 years ### "Easy to use platform providing user engagement in real time" May 4, 2018 5.0 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. Review Source VR Verified Reviewer Consultant Computer Software Used the software for: 6-12 months ### "Managing Customer Accounts is Easy with ChurnZero" December 4, 2020 5.0 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. Review Source KS Katie S. Director of Customer Success Real Estate Used the software for: 6-12 months ### "ChurnZero is critical, but not perfect" July 1, 2021 4.0 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. Review Source VC Vivia C. Ops Manager Marketing and Advertising Used the software for: 1-2 years ### "Good use for very linear functions and businesses" May 25, 2022 4.0 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. Review Source AG Alex G. Account Executive Computer Software Used the software for: 1-2 years ### "Easily check the health of your customers and identify red flags. " August 1, 2017 5.0 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. Review Source CD Chinasa D. Client Development Specialist Public Relations and Communications Used the software for: 1-2 years ### "Churnzero provides insight into Customer use and patterns that are complete gamechangers!" October 30, 2017 5.0 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. Review Source LL Levi L. Implementation Manager Information Technology and Services Used the software for: 1-2 years ### "ChurnZero and it's support" July 12, 2021 5.0 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. Review Source CP Craig P. Director of Customer Success Information Technology and Services Used the software for: 6-12 months ### "Great insights at the click of a button" August 20, 2019 5.0 Overall we are happy with CZ. The CSM we have been assigned to is great, and is always very responsive when I have a question. CZ has certainly given us a glimpse into our customers that we did not have before. Pros Consistent theme throughout the product makes it easy to figure out. Shows great insights into your accounts, and you can manipulate the data to see exactly what you want. Cons Data is pushed in 1 day after it occurs Lack of time of day activity is occurring reporting, only total for the day. Alternatives considered [Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing ChurnZero Price to value Review Source SN Shona N. Customer Success Manager Computer Software Used the software for: 1-2 years ### "Easy to Customize and Incredibly Valuable" June 5, 2019 5.0 Pros ChurnZero is incredibly customizable. Any point of information you need about your clients you can pinpoint with ChurnZero and create entire workflows to ensure the flow of communication. Their customer support and customer success team are incredible and are very dedicated to helping your needs. Cons It takes a bit of time to get used to the software and understand how everything flows together. Off boarding and on boarding new CSMs can be a bit of a process as well. Review Source Haniel D. Digital Marketing Strategist Marketing and Advertising Used the software for: 6-12 months ### "Next level accountability" August 28, 2018 5.0 Pros I love how the software works with our data to give us the health status of our clients based on our own success metrics. Cons There really isn't much not to like about his product to be honest. 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