Consolidation of the customer journey (Onboarding and Adoption) in one place including opportunities for embedding communication and process automation Review collected by and hosted on G2.com.

I've been using it for 10 years and would like to see the play building process made easier. Review collected by and hosted on G2.com.

I like the customer account management database in ChurnZero. It's accessible and provides crucial information related to the accounts, reporting, and serves as a tool to identify areas where we're lagging, like renewals and incident tickets. I appreciate the customizable reporting feature which lets me adjust reports to my needs, including Segments, account growth, and Account health score. This keeps us in control and helps us prioritize our actions for specific accounts. The initial setup was easy, which was a plus for my team. Review collected by and hosted on G2.com.

Sometimes there's a sync failure with the integrated solution or tool, like Salesforce. Some fields or information still don't reflect the changes when done. Review collected by and hosted on G2.com.

There is a lot to appreciate here. The user interface is clean and intuitive, making it easy to navigate. As admins, we find it simple to use, which helps us work efficiently and spend less time on configuration, allowing us to focus on other projects and initiatives. The platform provides a comprehensive view of the customer and integrates well with our existing tech stack. Additionally, the rapidly evolving roadmap consistently delivers new, useful features and enhancements that are almost entirely free of bugs. Review collected by and hosted on G2.com.

At times, there are limitations on certain features that render them unusable for our needs. For instance, the default 'my dashboard' isn't accurate for us because it relies on fields that we don't utilize. It would be much more helpful if we could configure this feature to better suit our business and make it truly useful. Review collected by and hosted on G2.com.

I like that ChurnZero is easy to set up and offers a huge amount of features and capabilities. It allows me to track events taken in production and analyze customer activity, which helps improve product flows and increase adoption. I appreciate the ability to map UI actions into usable insights, knowing where a user clicks and in what order, and understanding how long it takes them. This feedback is valuable for our product and design teams to improve the product and overall increase adoption and spending on our platform. Review collected by and hosted on G2.com.

A lot of the features are paywalled and the price is quite high considering we can get a lot of these metrics via our own telemetry. Review collected by and hosted on G2.com.

I appreciate ChurnZero for helping us organize our books of business and provide a quick view of customer information. It integrates with our software and HubSpot, allowing us to track key usage data and customer trends effectively. The ability to get detailed profile information for each customer is crucial, especially compared to other systems where this information was difficult to access. I also like that we can run campaigns based on the products customers are or aren't using. Review collected by and hosted on G2.com.

The client summaries are a little clunky. They give a good initial picture but I don't rely on them fully. I'm not sure if the system is picking up all of the communication with clients or that it understands the context well. Review collected by and hosted on G2.com.

The ability to summarize on going issues with our customers. Review collected by and hosted on G2.com.

Honestly, my biggest headaches with it have been on our company's end in getting me the permissions to see what I need for my role. Review collected by and hosted on G2.com.

I like ChurnZero because it actually makes my job easier. It gives me a clear view into how clients are using the product, nudges me when someone might need support, and helps me stay organized without feeling robotic. It lets me reach out at the right time, with the right context, so conversations feel helpful, not forced. Review collected by and hosted on G2.com.

Sometimes I feel that it can be hard to find client communication within ChurnZero. It also rates clients at a very high level “churn” score even when the client has been using the platform somewhat frequently, so I find that misleading. Review collected by and hosted on G2.com.

Easy to use and navigate, especially understanding the latest communications to the clients. Good at large scale plays and surveys. Good at segmenting customer info and analyzing customer base.

No issues with performance. Good integration with Salesforce. Review collected by and hosted on G2.com.

Parent/ Child accounts can be a bit challenging.

Journeys and Success Plans are a bit limiting.

Unable to link a customized survey to a churnscore. Review collected by and hosted on G2.com.

ChurnZero is a very strong Customer Success platform with a clean, intuitive UI and a lot of depth once you get under the hood. The support team is consistently responsive and knowledgeable..

One of the biggest differentiators for us is the Live Export functionality to Google Sheets, which allows us to manage and extend dashboards outside the platform without losing freshness. That flexibility is huge for our team and leadership.

The design and configuration experience is modern and easy to work with, and it’s clear the product team is staying ahead of the AI curve with new feature sets and enhancements that feel purposeful rather than gimmicky. Review collected by and hosted on G2.com.

The onboarding journeys and initial setup could benefit from some simplification, especially for more advanced use cases. While the platform is very powerful, new users can feel a bit overwhelmed early on without clear opinionated defaults.

Once you’re up and running, things click quickly, but reducing early complexity would improve time-to-value. Review collected by and hosted on G2.com.

I like ChurnZero's interface because it has been very easy to navigate to accounts and review the account history within minutes, which helps get up to speed on clients. The integration with communication channels is great too; I enjoy being able to sync with my email and having an at-a-glance view of my calendar. Review collected by and hosted on G2.com.

I'm finding it challenging to understand how segments can be created under different tabs. There seems to be a potential for duplicates because segments can be created on both a user level and a corporate/global level. Also, a user has to become familiar with the filters to know what can be created. It would be great if there was a test or training environment for users in addition to the visual aids in the training courses. Review collected by and hosted on G2.com.