ChurnZero Pros and Cons

It helps me outline what I need to do for the day to ensure I am reaching out to my customers appropriately and getting them all the information I need. ChurnZero is great for alerting me when a customer needs more attention and when to congratulate them on hitting milestones. Review collected by and hosted on G2.com.

It's too easy to customize my tasks for specific customers. I cannot currently think of anything that I dislike about ChurnZero as I am continuing to increase my process everyday. Review collected by and hosted on G2.com.

Account Management is really easy with Churnzero.

My accounts have a visibilty of entire history of the conversation I had which are integration with my notes on cadence and I can check the renewal date at once ensuring the churn is minised.

There are dashboards which help me, Account Health, Usuage, Time Spent are insightful data which ensures that I have an holistic view over my portfolio.

I almost use it daily as it my source of truth. Review collected by and hosted on G2.com.

Maybe if there were playbooks we could have enabled automation for onboarding, email for accounts which are not active. Review collected by and hosted on G2.com.

ChurnZero's methodology for calculating Project churn score and present it in a quantifiable format is excellent. The tool really offers one stop shop for multiple aspects related to Project & it's integration within systems is brilliant.

In my experience with ChurnZero for 2 years I found it very easy to use, and gives great insights. I'm using the tool on weekly basis & in case of any issues, the support provided by customer team has been wonderful. Review collected by and hosted on G2.com.

Nothing specifically to be mentioned about ChurnZero Review collected by and hosted on G2.com.

I like the reminders and notifications that come with pending to-dos. I love the access to the complete details related to the customer accounts, from their usage stats to their renewal dates, from their login trends to their tickets. Review collected by and hosted on G2.com.

The Snapshot AI could be further optimized and to give answers faster. Review collected by and hosted on G2.com.

Working in CS Ops, my entire world is in CZ, and i use it daily. The ability to dynamically segment accounts and contacts (and many other items) to put customers in buckets for reference or for actions is so useful. Show me customers who are past renewal, with X Product, who don't have a SPOC assigned, that are in Pennsylvania who have a high churn score.

Of course automating plays for messaging and internal tasks and alerts is great, but bringing it all together in dashboards make all the data useful.

Support is terrific and responsive! Review collected by and hosted on G2.com.

My biggest advice is take the time to document everything. When you consider something like NPS surveys, for example, the actual survey is simple, and setting up the segment to be surveyed is pretty easy, too. But what do you do with the data after you collect it? That's when things can get complex. And for me, the minute I look away from my process, it's hard to come back to it.

Be meticulous about documenting your processes. Review collected by and hosted on G2.com.

My company started using ChurnZero in April 2024 and I was incredibly impressed by the setup and implementation support we received. Regular meetings with CZ staff enabled us to get started quickly and we were up and running with ease.

We have received fantastic support from ChurnZero staff, with special mentions to Jackie and Tina. The platform knowledge they have is first class, always explaining things well, as well as always being happy and friendly.

The platform itself is very powerful and delivers everything we need to run our CS team: Revenue/Renewals hub, powerful segmentation, great alerts, endless automation and customisation, great integration with our other tools (Hubspot, Snowflake, Segment etc), and very useful tools to help you to your day to day.

You can use ChurnZero in a basic way to help you do your job, or you can really go into detail to help the wider team scale and be more efficient.

I use ChurnZero for multiple hours every day and I am very pleased we made the switch. Review collected by and hosted on G2.com.

One of my only complaints with Churn Zero is the sync with Hubspot being every 15 minutes. This is very minor but means we have to wait for onboarding clients.

The other issue is that you cannot pin notes, which was a very useful feature with our previous platform. Review collected by and hosted on G2.com.

I love the organization it allows, the segments and the note taking ability. Review collected by and hosted on G2.com.

I wish some things were not so granual when you need them to be simple Review collected by and hosted on G2.com.

I love the UI, it's level of flexibility, and customization. They have an amazing Support team, and CS team. Overall their system just makes sense.

I found Gainsight to be overwhelming and more for leadership. Totango was leaps and bounds behind Churnzero in its functionality, time to value, and impact. I will be a CZ supporter forever. Review collected by and hosted on G2.com.

Sometimes it doesnt fit all data models, for example a business that does not want to bring all of their user contacts into the system, and usage metrics aren't very frequent. We primarily care about admin contacts and usage goals for them are very low because we have a set it and forget it model. Getting full value out of that is difficult. Review collected by and hosted on G2.com.

I love creating segments to identify the accounts that need extra care or that can be offered a new product based on their needs.

Churnzero academy makes it really easy to learn the basics and implement automations. I use churnzero every day. The digest makes it easy for me to identify accounts at risk and prioritize the tasks I need to focus on.

In case of need, the customer support team is readily available. Review collected by and hosted on G2.com.

I enjoy every aspect of CZ so far and there is nothing wrong with it. Review collected by and hosted on G2.com.

ChurnZero helps me keep track of all my clients in one platform. It helps me keep an eye on their progress and usage in a convenient way while keeping me consistent. Review collected by and hosted on G2.com.

Downsides include making it difficult to customize email outreach. You cannot continue an email thread using ChurnZero, making it difficult to continue a conversation. Review collected by and hosted on G2.com.