ChurnZero Reviews

“Excellent customer success software

Pros

We have been able to automate so many things like onboarding, quarterly business reviews, success planning, annual reviews and even executive business reviews. All this is a huge time-saver and keeps everything running smoothly.

Cons

Integrating with CRMs could be better. Even though it is good, but it could definitely be much more better.

“Thanks to ChurnZero, we have gained better visibility

Pros

I love how we can set up automated journeys to really understand where our customers are thriving or struggling during onboarding. Plus, being able to see customer usage data in real time makes it so much easier to take action when needed.

Cons

I have only run into a few setup issues so far, but they can be limiting. For example, there are certain fields I can't edit and it is not possible to make retroactive changes, which is frustrating.

“Has been key to our growing success team

Pros

It's very easy to use for anyone in their role to use when managing their outreach. Most people pick it up quickly and we can even learn from how other team members are using it. We often copy segments, plays and other setups, which makes it easy to try out different approaches. I also really appreciate the flexibility as it is simple to tweak things like segmentation and plays, and I can always download Excel reports of filtered data on the fly. This is a lifesaver when leadership or cross-functional teams need quick answers, like how many clients are up for renewal this year but haven't logged into a specific system. Plus I can cross-reference customer event data across systems without any hassle. Setting up live exports has also been a game-changer because now other teams can use the data outputs without needing full access to the platform.

Cons

As our organization grows, I think we need a bit more structure or guardrails. It would be great to have rules at the top level of the system. Like stopping someone from sending plays to the entire database without manager approval or making sure certain plays do not run on specific clients due to their contracts. The flexibility is awesome for adoption and use but as we scale, having some additional layers for risk management would be a big help.

“An excellent solution for customer success and experience

Pros

CZ customer segmentation features are very powerful. They drive smart automation and help us engage with customers in a much more better way.

Cons

At least in our setup, I have noticed that some pages and reports can take a while to load.