I use ChurnZero to empower our CS team with insights on client data, and it has solved multiple problems for us. It integrates information from various systems into a single view, and its health scoring helps in understanding renewal risk. Our CSM, Mark, is fantastic. He is a true strategic partner who understands our needs and helps find the right solutions, showing genuine care for us as clients. ChurnZero provides insights that we previously lacked and helps us move good ideas into action while holding the team accountable. Its custom dashboards, ChurnScores, and playbooks have made a substantial impact. The platform also seamlessly integrates with existing tools, and the initial setup was very easy, thanks to a strong implementation process and team. Review collected by and hosted on G2.com.

We could use additional customization on certain platform features. For example, the Success Plan functionality works great for our needs. We use that functionality to power Save Plans, too. Unfortunately, we can't rename Success Plans to just 'Plans'. Accordingly, we see the term 'Success Plan' when we're looking at 'Save Plans' creating some confusion. Review collected by and hosted on G2.com.

Being able to easily automize our platform with CZ (Creating segmentation, playbooks, in-app messages, etc.) We use it every day to keep track of our customers journeys. Review collected by and hosted on G2.com.

There's nothing to dislike about ChurnZero. Review collected by and hosted on G2.com.

I like the automations in ChurnZero and being able to assign things to different people in my company easily. It saves me time and helps me assign tasks to people without having to go through a lot of back and forth communication. Review collected by and hosted on G2.com.

I think the user experience is kind of clunky to get a handle on it first. But once you do, it's okay. I think the biggest thing is someone new to customer success might not be aware of all of the customer success specific language. It could be helpful to have a training on what all of these mean. Review collected by and hosted on G2.com.

It takes all customer interactions from multiple CRMs and anaylizes it through it AI/Intelligence Review collected by and hosted on G2.com.

I with the JIRA integration was a bit better, similar to how the Salesforce Connector is with JIRA. Review collected by and hosted on G2.com.

I love having a single tool that brings together customer data from all of our different systems, so we can take meaningful action to improve our customer communications and make day-to-day work easier for our CSMs. Review collected by and hosted on G2.com.

Nothing so far. I do wish the Knowledgebase came with more screenshots to accompany their instructions/ steps. Review collected by and hosted on G2.com.

ChurnZero has really worked hard over the last few years to update the UI and reorganize to make usability even easier. I love the addition of the Success Center. Always a happy CZ customer! Review collected by and hosted on G2.com.

I would love if you could custom emails a little better in-app instead of having to use styling templates. It needs better padding options, style, etc. to help make emails look nicer. Review collected by and hosted on G2.com.

Segments are easiest item to create and use to manage accounts. They are my go to for a quick look at my team's book in different "cuts" Review collected by and hosted on G2.com.

i wish i could combine multiple journeys into a single reporting structure Review collected by and hosted on G2.com.

ChurnZero has been a huge help in getting my technical team focused on actual customer-facing work instead of digging through dashboards all day. We leaned heavily on Plays, which made it really clear what needed attention and let my team spend their time doing the work rather than interpreting metrics.

It also gave us visibility into our active projects without anyone feeling like they were being micromanaged or forced to update the same information in a dozen different places. For a team juggling a lot of moving parts, that mattered. Review collected by and hosted on G2.com.

On the downside, the no-code reporting can get pretty heavy if you have complex or layered requirements. And when my board wanted raw data exported into Excel to blend with other systems, it was harder than it should be to get something clean and reliable. It sounds like some of the newer AI-driven outbound connections may solve that, but it wasn’t quite there yet when we needed it. Review collected by and hosted on G2.com.

I like ChurnZero's email automation functionality, especially how easy it is to build emails and the depth of customer segmentation. The email automation allows us to create workflows consisting of an email series with informative content that educates customers and empowers them to use our products more effectively. The customer segmentation sophistication is impressive as it permits a lot of customization and parsing of customer profiles based on different variables, like plan type, length of time as a customer, and our features' use. Review collected by and hosted on G2.com.

The UI could be improved for sure; it feels a bit outdated and hard to navigate at times. Specifically, the use of 'playbooks' doesn't automatically connect in my mind with what this tab actually is, i.e. automated email workflows and one-offs. It feels like the platform opted for fancy sounding names over readily understood ones that any user could grasp. Review collected by and hosted on G2.com.

I really like the visibility that ChurnZero provides. It's super helpful to see customer health scores, usage data, and engagement all in one place instead of digging through different tools like we did before. Review collected by and hosted on G2.com.

The setup and customization of ChurnZero can be a bit overwhelming. There are so many features, but it definitely takes time to configure everything properly and make sure the health scores and playbooks are actually meaningful. The initial setup was moderately easy, with the basics being straightforward, but getting everything fully set up took time, even for our engineers. Review collected by and hosted on G2.com.