--- title: ChurnZero Reviews meta_title: 'ChurnZero Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1604 reviews by the users' company size, role or industry to find out how ChurnZero works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 1604 scale: '5' date_modified: '2026-07-22' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # ChurnZero Reviews **Vendor:** ChurnZero **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,604 ## About ChurnZero ChurnZero is the AI platform and partner for customer growth. Customer teams use ChurnZero to drive revenue and retention, work more efficiently, and deliver the best possible customer experience. The platform unifies your customer data, team expertise, and AI into a single system engineered to elevate customer success. It provides clear insight into what customers need and helps you deliver it, making it easy to scale onboarding, adoption, renewal, and expansion programs as your customer base grows. ChurnZero’s AI agents are purpose-built for the specific needs of customer teams. They interpret customer data, embed seamlessly into your existing workflows, and are flexible by design. You decide how much you want AI to do, and where and when it does it, so you’re always in control. ChurnZero is more than software. Our CS, implementation, and support teams are true partners who ensure your team succeeds at scale. ## ChurnZero Pros & Cons **What users like:** - Users find ChurnZero to be **intuitive and easy to use** , enhancing their onboarding and daily tasks effectively. (139 reviews) - Users appreciate the **user-friendly interface and efficient client engagement tools** of ChurnZero, enhancing productivity and teamwork. (95 reviews) - Users value ChurnZero's **automation capabilities** , which streamline workflows and enhance engagement through efficient task management. (86 reviews) - Users value the **fantastic and responsive customer support** from ChurnZero, enhancing their data management and workflow efficiency. (78 reviews) - Users value ChurnZero's **efficiency** in streamlining workflows and organizing customer data for targeted success initiatives. (76 reviews) - Users value the **customizable integrations** of ChurnZero, enhancing their ability to manage customer data efficiently. (69 reviews) - Customization (58 reviews) - Intuitive (54 reviews) - Visibility (51 reviews) - Time-saving (50 reviews) **What users dislike:** - Users find the **learning curve challenging** , as navigating the interface and setup can be time-consuming. (54 reviews) - Users find the **complexity** of ChurnZero's interface challenging, especially when seeking specific options or reports. (41 reviews) - Users find the platform **not intuitive** , often feeling overwhelmed and facing a steep learning curve initially. (39 reviews) - Users express frustration over **missing automation and paywalled features** , complicating their workflow and increasing costs. (34 reviews) - Users highlight a **steep learning curve** for ChurnZero, finding it challenging to navigate segmentation and available options. (33 reviews) - Limitations (27 reviews) - Missing Functionality (24 reviews) - Integration Issues (23 reviews) - Difficult Navigation (21 reviews) - Limited Customization (21 reviews) ## ChurnZero Reviews ### 1. Good **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2025 **What do you like best about ChurnZero?** The number of features of the CZ is very helpful. **What do you dislike about ChurnZero?** You get used to it, but it could be more user-friendly **What problems is ChurnZero solving and how is that benefiting you?** Customer Onboarding and Journey information ### 2. Best tool I have used for CSM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2024 **What do you like best about ChurnZero?** I love how easy it is to update the customer 360 fields, and keep tabs on your task, meetings, book of business, and plan campaigns to benefit the client. It makes my work so easy I dont have to worry to log tasks like meetings because it already reads my calender. **What do you dislike about ChurnZero?** Nothing as of now, maybe they can enhance surveys and playbooks a bit. **What problems is ChurnZero solving and how is that benefiting you?** Account 360 is so clear on CZ and can give you insights so easliy espeacially through segmenting and reports. ### 3. An all in one Churn Prevention Solution! **Rating:** 5.0/5.0 stars **Reviewed by:** Sreeram K. | Senior Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about ChurnZero?** What I like best about churn zero is it's configurability which is essential for any tool to be a single source of truth for a variety of organisations with very different processes. You can configure this with a fair amount of freedom which is very helpful. **What do you dislike about ChurnZero?** I am not very happy about the user interface which has a learning curve and seamlessness in the processes which could have some click optimisations. **What problems is ChurnZero solving and how is that benefiting you?** It's able to give me a birds eye view of my book of business It's able to give me a single source of truth related to everything in the account. It's able to seamlessly connect with various other third party applications which make my job easier. ### 4. A year in and loving it! **Rating:** 4.5/5.0 stars **Reviewed by:** Mike S. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 08, 2024 **What do you like best about ChurnZero?** ChurnZero is always enhancing its product offering and investing in partnerships that support client success initiatives. We've been a client for a year and it seems like they've released several material enhancements (such as, Renewal Hub, Play Templates, the list goes on). The platform has a ton of features and customization to develop and iterate on client journeys and plays. The customization was very important to support our complex business model. Lastly, we've been able to make our team more efficient and increase client load because of ChurnZero. Prior to implementing CZ we were working out of multiple systems making us incredible slow to react to what our data was telling us. **What do you dislike about ChurnZero?** There isn't much. I do wish their reporting capabilities and dashboard building were more robust in platform. Other than that this is an excellent platform and one organizations should STRONGLY consider. **What problems is ChurnZero solving and how is that benefiting you?** Improved renewal forecasting; Increased efficiency and better account management; ability to marry product event data with proactive client outreach; More sophisticated and predictable client heath metric for tracking and actioning upon. ### 5. Great for organization and transparency **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 31, 2024 **What do you like best about ChurnZero?** The Plabooks, automation, integration and churnscore visibility **What do you dislike about ChurnZero?** searching for items in not always intuitive, a lot of clicking is required **What problems is ChurnZero solving and how is that benefiting you?** Visibility into client satisfaction, NPS survey record keeping and distribution saves time with playbook automation ### 6. Great account management **Rating:** 5.0/5.0 stars **Reviewed by:** Christine H. | Product Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2024 **What do you like best about ChurnZero?** The automated emails created after you type up notes on a meeting/call are fantastic! All the automations you can create make work so much easier. Support is great as well. **What do you dislike about ChurnZero?** It is a bit confusing at first and took a while to learn and understand their language, but now that I understand how it all works it is quite easy! **What problems is ChurnZero solving and how is that benefiting you?** Helps keep track of account activity and make sure you are staying on top of all your tasks no matter how many accounts you have! ### 7. Across multiple Companies, ChurnZero has been a hit **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan D. | Sr Director of Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about ChurnZero?** Ease of use and Customer Success have been the bigest benefit to myself and my teams. I have used CZ at mutiple companies and have never had a bad experience with the product or support. **What do you dislike about ChurnZero?** Ability to customize the platform to cater to our needs **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero give my CS team one centralized place to go to enter all things customer related. It also gives visibility to the Exec team who don't typically look into ChurnZero. ### 8. Our team is more efficient than ever with Churn Zero **Rating:** 4.5/5.0 stars **Reviewed by:** Kiana L. | Partner Success Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about ChurnZero?** How easy it is to source customer information, pull data, and customize alerts to stay on top of ever-changing journeys. **What do you dislike about ChurnZero?** There have been a lot of changes to the home page that catch my team off guard. A lot of my CSM are tenured so it can feel like there's a new system as soon as we get used to the last one. **What problems is ChurnZero solving and how is that benefiting you?** CRM for customer success, journey mapping and playbooks for CS team. Automation! ### 9. Great tool to track progress with clients **Rating:** 5.0/5.0 stars **Reviewed by:** James K. | Senior Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2024 **What do you like best about ChurnZero?** *The data it provides on how our clients are progressing *Automation of emails *The ablity to quickly and easily view client details and notes from meetings *All clients are seperated and you can see them at the company level but also at the individual level **What do you dislike about ChurnZero?** Takes some using to understand and start setting up plays and journeys **What problems is ChurnZero solving and how is that benefiting you?** Tracking of client progress through journeys. We are able to easily see how are clients are progressing through implementation. ### 10. A great source of insight for our team. **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica J. | Provider Revenue and Retention Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about ChurnZero?** I love that the platform for ChurnZero is user-friendly and inviting. I use ChurnrZero in my daily workflow so it needed to be easy. Integration for our team was also easy; many have seen its perks. It was also easy to implement in my daily activities. **What do you dislike about ChurnZero?** I have noticed that there are so many capabilities of the platform that I have not yet been able to discover and use. It can be a bit overwhelming but also exciting. **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero is making it easier to understand the clients that I am serving and helping me to understand when I need to reach out to them for additional support. ### 11. Its one of the most helpful and easy tool i have ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Hazem M. | Customer Success Manager | Partnering for Growth, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2024 **What do you like best about ChurnZero?** it helps organise all the work at one portal which really save a lot of time **What do you dislike about ChurnZero?** maybe it needs more enhancement in reports **What problems is ChurnZero solving and how is that benefiting you?** organise all tasks which really save a lot of time for me ### 12. The best tool for the Account Managers and Customer Success Professionals **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2024 **What do you like best about ChurnZero?** ChurnZero provides a 360 degree view of all the customers and helps the AM and CS teams to proactively monitor all the accounts. The tool is loaded with tons of useful features and integration capabilities. **What do you dislike about ChurnZero?** I personally do not feel there is anything to be highlighted as a negative point about the tool. **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero has proved to be extremely helpful in keeping an overview of the complete customer journey. Tracking various metrices and datapoints has become very easy now. ### 13. Transforming Client Success Operations **Rating:** 4.0/5.0 stars **Reviewed by:** Ezgi A. | CSM, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about ChurnZero?** 1. I really like their updated dashboard view. 2. Journeys are simple to create and manage. 3. Good support/CSM team. **What do you dislike about ChurnZero?** 1. Lack of customisation, especially for some view/profile options. 2. It is a little bit hard to work on the design templates. 3. Some segment logic is missing. **What problems is ChurnZero solving and how is that benefiting you?** It helps me to manage client information and data effectively. Segmentation and automation help me to focus on what matters the most. ### 14. All encompassing tool for making business run smoothly. **Rating:** 5.0/5.0 stars **Reviewed by:** Christina W. | Data Migration Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2024 **What do you like best about ChurnZero?** ChurnZero helps the business to run smoothly on a daily basis. The tasks are laid out for each department, deadlines/goals are set, easy to follow, and it's all encompassing. Tasks and deadlines are easily added and edited if needed. Custom support is quick and is able to answer questions. ChurnZero has been easily implemented and integrated into the company for every day use. **What do you dislike about ChurnZero?** At this time I have not seen any downsides. **What problems is ChurnZero solving and how is that benefiting you?** Migrating all business tasks into one easy-to-use site. ### 15. Efficiency and depth with room for improvement: my experience with ChurnZero **Rating:** 4.0/5.0 stars **Reviewed by:** Carlos L. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 09, 2024 **What do you like best about ChurnZero?** What I like most about ChurnZero is its ability to provide a deep and detailed understanding of customer behavior. This tool has been fundamental in allowing us to accurately track how our customers interact with our solutions, which is invaluable for any business focused on customer retention and satisfaction. The ease of use of ChurnZero is remarkable; from the beginning, I found it intuitive and accessible, which facilitates the efficient and effective implementation of tracking and engagement initiatives. The platform makes it possible to develop and execute retention strategies without complications, allowing our team to focus on what really matters: building strong and lasting relationships with our customers. **What do you dislike about ChurnZero?** Despite its numerous strengths, ChurnZero has areas that could be improved. One of the aspects I find limiting is the email creation functionality, which offers little in terms of customization and design. For brands looking to differentiate themselves and communicate uniquely with their customers, this limitation can be an obstacle. Additionally, the user interface, although rich in features, can sometimes be cluttered, making it difficult to quickly find specific tools and functions. This aspect can be overwhelming for new users or for those who prefer a cleaner and more minimalist user experience. **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero is solving essential customer retention and engagement problems in our organization, providing key tools that allow us to monitor and significantly improve the user experience. By using the ChurnScore, we can continuously assess the health of our customers, identifying churn risk signals based on their behavior and interaction with our solutions. This visibility allows us to act proactively to address specific concerns, improving customer retention and satisfaction. Additionally, ChurnZero's Journeys have transformed our ability to customize the onboarding process by customer type, allowing us to tailor the experience and monitor each customer's progress individually. This personalization ensures that each customer receives the necessary attention and support to maximize their success from the start, which not only improves satisfaction and retention but also optimizes our operational efficiency. Overall, ChurnZero is benefiting us by providing the necessary tools to better understand our customers, personalize their experience, and make informed decisions that drive long-term loyalty and growth. ### 16. Fantastic tool for understanding your customers **Rating:** 5.0/5.0 stars **Reviewed by:** Tony R. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2024 **What do you like best about ChurnZero?** ChurnZero serves as a home base of sorts for understanding where your customers are in their lifecycle with your organization. Integreates well with apps such as Salesforce. Very easy to use once you have a decent command of segementation. I use this tool daily to track changes in sentiments and plan my work accordingly **What do you dislike about ChurnZero?** Some things that could work better with CZ are building out reporting easier, and keeping a similar dashboard type view for those coming over from a dedicated CDM **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero solves a major loophole in where you are able to avoid "watermelon" customers. That is, having a strong sentiment on the outside and upon research, realizing they are a churn risk. ChurnZero allows you a full view based on the work that is actively done on accounts ### 17. ChurnZero Review **Rating:** 5.0/5.0 stars **Reviewed by:** Tyler Jensen S. | Professor, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2024 **What do you like best about ChurnZero?** 1. Very attentive and responsive CSMs and support team 2. User freindly and highly configurable for our needs 3. Has many features that usually require you to purchase additional tools for i.e. NPS 4. API and intigration with CRM and other key platforms as well as the built-in reporting functionality. 5. CS AI is really great for generating email templates and customer briefs. 6. Great automation features via playbooks and journeys. **What do you dislike about ChurnZero?** The downside is because ChurnZero does a lot it came be overwhelming for new users, specifically admins, but this can be mitigated by visiting their acedmey page. It does not have the UI features you see in competitors but these are primarily aesthetic and personal preference. **What problems is ChurnZero solving and how is that benefiting you?** 1. Customer health overviews and reports are helpful so we can focus on assisting our customers who need it the most based our criteria. 2. Single source of truth for all things customer ensures we know where and how to get the required info to inform decisions and conversations. 3. Automation and consistency helps us be more efficient in our day to day. ### 18. Great tool and service **Rating:** 5.0/5.0 stars **Reviewed by:** David C. | Technical Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2018 **What do you like best about ChurnZero?** The piece we have enjoyed the most is the assistance we have received through our onboarding process. Our CSMs have been great, giving us a full understanding of the solution's capabilities, best practices across the industry and many other tips for a successful deployment. The simplicity of integrating ChurnZero to other tools used in our business has been very useful and allowed us to connect it with other systems fairly seamlessly. The ability to segment our base in many different ways is very helpful along with the fact that we can build our own workflows, task creation and responses to live events has made our CSM team much more efficient and effective. **What do you dislike about ChurnZero?** Nothing major, just some nuisances. 1) When attempting to create responses to live events in our application, it would be much simpler to work with specific attributes rather than segments. This is something that was raised and work is being done to implement the capability 2) Unable to see a log of email communications in our email service provider's inbox - we have resorted to including our email addresses to the BCC list on every outbound email to ensure the messages are being delivered and are traceable. **What problems is ChurnZero solving and how is that benefiting you?** 1) Increase touch points and interaction with our customers 2) Automated and personalized reactions to KPIs 3) Solidified onboarding process where milestones and timeframes must be met, otherwise certain actions take place 4) Assisting with other departments' processes through KPI monitoring and task creation ### 19. Amazing insights into how customers actually use your product **Rating:** 5.0/5.0 stars **Reviewed by:** Mitchell Z. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2024 **What do you like best about ChurnZero?** I use ChurnZero to stay on top of how my customers use my product and if their usage numbers start to decrease. Being able to see exactly what a customer looks at most to tailor my calls with them is super insightful and ultimately leads to customer retention. I can't really speak to the implementation of ChurnZero, but since I've started using it, it has easily become one of my most used tools to interact with customers. Elise, our account manager, is fantastic, proactive, and extremely helpful, and friendly. **What do you dislike about ChurnZero?** There really isn't a lot - minor UI things that all websites deal with that ultimately come down to preference. The tool is very robust. **What problems is ChurnZero solving and how is that benefiting you?** Being able to use ChurnZero as the "source of truth" has really been game changing on how I handle my book of business. ### 20. Churn Zero is good. It enhance our access to the customer data as it has good integrations. **Rating:** 5.0/5.0 stars **Reviewed by:** Yash R. | Director - Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2022 **What do you like best about ChurnZero?** Integration with other systems is very easy with ChurnZero. Usually, they help our teams in Integrations too. We are very happy with the overall services and recommend this system. **What do you dislike about ChurnZero?** It's a slightly less mature system. We found some excellent enhancements and passed them on to their teams. However, we saw that the team was very receptive and flexible to adopt. **What problems is ChurnZero solving and how is that benefiting you?** FINANCIAL. Reduce Churn. Increase Expansion. INSIGHTS. Understand the Customer. Manage Customer Health. OPERATIONAL. Onboard New Customers. Manage the Customer's Journey. Drive Adoption. PRODUCTIVITY. Automate Processes. Optimize Costs. ### 21. ChurnZero has been easy to learn and is very robust **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2024 **What do you like best about ChurnZero?** ChurnZero has been very easy to learn and is also very robust in terms of giving customers the ability to customize their instance to fit their specific needs. My experiences with customer support have been top-notch as well. **What do you dislike about ChurnZero?** While I'm a big fan of the fact that ChurnZero can be customized to fit the sepcific needs of each individual customer, that also means it can be easy for a customer to go overboard with the customization, making things messy/cluttered. This is likely a customer-specific problem that can be addressed during the onboarding/implementation phase moreso than a platform-specific problem. **What problems is ChurnZero solving and how is that benefiting you?** Account/deal tracking + keeping track of the customer journey. As a Product Consultant, it is beneficial to be able to open ChurnZero to see notes re: the "history" of the customer journey and to add new notes. It's also helpful to be able to access account/deal data so easily. ### 22. One of the best tools to provide a 360 degree view of you customer. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2025 **What do you like best about ChurnZero?** How easy it is to show customer usage. And that it all ties back to Salesforce. **What do you dislike about ChurnZero?** Custom fields that tie to salesforce can be a little bit particular. **What problems is ChurnZero solving and how is that benefiting you?** We need to see what our customers are doing in our product and how often we're communicating best practices. ### 23. Nice platform, great support - easy to recommend **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2023 **What do you like best about ChurnZero?** There's a lot of information about our clients to collect and analyze . ChurnZero makes it easy to do that. We use multiple software solutions for various purposes, and ChurnZero is my favourite. **What do you dislike about ChurnZero?** There's not much do dislike. If i had to nitpick, i would say that the setup is complex and the workflow that you can create needs to be progressively refined. But that's just the nature of seeting up a solution of this nature **What problems is ChurnZero solving and how is that benefiting you?** We need visibility on the health of our client accounts so that we can optimize our client success efforts and offer an excellent client experience. We also need analytics to better undertand our clients to help give direction to our product development team. ### 24. Great Experience During Sales Process **Rating:** 4.5/5.0 stars **Reviewed by:** Farhad M. | Director of Account Management, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2024 **What do you like best about ChurnZero?** The platform has game changing features like the Healthscoe dashboard, automated task creation, multi channel communication (email and in-app), forecasting, etc. Our Sales Rep - Tala Rhoades, understood our unique position as a company and surfaced the use cases that mattered to us. She was very patient and took the time to understand the complexity of our problem. **What do you dislike about ChurnZero?** I dont have anything of note yet. So far it looks like a robust platform and to get the most value out of it, you have to do the work to set it up properly along with their implmentation / CS team. **What problems is ChurnZero solving and how is that benefiting you?** retention and time to value ### 25. CZ has always been very useful help. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 17, 2022 **What do you like best about ChurnZero?** The day-to-day time saving it has for me. The automation and thinking for me. **What do you dislike about ChurnZero?** The ability to not respond to an email that is already started in outlook. The clunkiness of messaging and formats. **What problems is ChurnZero solving and how is that benefiting you?** It helps with customer proactive work and now has allowed me to tag customers. It also helps me manage my book of business as well as my direct reports. ### 26. Great System for Customer Success and Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Sandra G. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2023 **What do you like best about ChurnZero?** Email automation, task tracking, information tracking and flexibility. There is a lot that makes my job easier and the system is relatively flexible for use cases and needs. Easy to learn how to use. **What do you dislike about ChurnZero?** There are some adjustments that can be made to the system to make processes even more flexible, and easier to manage. Churn Zero is actively working on this, and I see improvements to the system often (for example: I could not snooze emails I didn't want to be sent out that week - it used to sit in my "to-do's" until they actively added that function recently). It cannot be connected to more than one system for usage stats. (Example if you provide more than one user website for software) More of a nice to have - still worth it in my opinion. **What problems is ChurnZero solving and how is that benefiting you?** Automating Customer Success outreach and processes instead of manual outreach and reviewing customer data from several systems. Tracking Customer Success and Onboarding tasks. Understanding customer data and sorting it. Decreases my task time, allows me to see what other teams are doing and their communication with the customer. Easier collaboration. More efficient processes. ### 27. Efficiency is Everything **Rating:** 4.5/5.0 stars **Reviewed by:** Quentin G. W. | Senior Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2024 **What do you like best about ChurnZero?** I love being able to see my day at a glance. Integrations into our other systems has also made things easier over time. **What do you dislike about ChurnZero?** Sometimes little notifications pop up over my tasks while I am trying to click on them. Additionally, it seems like the system is extremely customizable, so you can find yourself doing things the hard way without knowing it. Ask the team for help! **What problems is ChurnZero solving and how is that benefiting you?** We are able to use the notes and reports features to see quickly what engagements our clients have recently had rather that be touch points in the system or with our team. This is really helpful to give visbility back to our AM and CSM teams. ### 28. Multi-taskers DREAM! **Rating:** 5.0/5.0 stars **Reviewed by:** Kelli T. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2024 **What do you like best about ChurnZero?** I use churn Zero every day and I love the ability to create your own segments and track your accounts easily. With being a CSM I manage many accounts and need to remember the needs of each one. By using Churn zero it makes it super easy to look for specifics in each account as well as reminding yourself of things to do down the line. **What do you dislike about ChurnZero?** Nothing I dislike, but think it would be very cool to have churn zero AI be able to create renewal reports for accounts within a segment. This would be to include all usage within their features. Very similar to the AI brief, but more geared towrads renewal with client facing details so we can share it with visuals. **What problems is ChurnZero solving and how is that benefiting you?** Where to focus my attention and how to have a productive day while managing multiple accounts ### 29. Made my work life so much more organized **Rating:** 5.0/5.0 stars **Reviewed by:** Brooke B. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2024 **What do you like best about ChurnZero?** I love being able to create plays for myself/my team and also create tasts. It really keeps me on track with my to do items, I never miss a thing. **What do you dislike about ChurnZero?** It was a little difficult to learn, and there is so much to do, I often feel like I'm not utilizing everything. **What problems is ChurnZero solving and how is that benefiting you?** Reminding me to reach out to clients that I haven't spoken with in awhile. I have a lot of clients to manage and it's easy to forget the clients that don't need as much. But ChurnZero allows us to create plays or send notifications automatically to those clients. ### 30. Very insightful, and great networking opportunity **Rating:** 5.0/5.0 stars **Reviewed by:** Jaden M. | Customer Success Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about ChurnZero?** The accessibility and easy integration with my daily functions **What do you dislike about ChurnZero?** The only thing I'd say is sometimes the academy is a little hard to follow at times **What problems is ChurnZero solving and how is that benefiting you?** It allows me to create playbooks, and journeys that keep my focused and attentive for my day to day tasks with accounts ### 31. Great Tool with Amazing Support **Rating:** 5.0/5.0 stars **Reviewed by:** Josh B. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2024 **What do you like best about ChurnZero?** I like the overall simplicity and ease of use. It's a great way to connect with clients and keep a high-level view and pulse on a business that's easily accessible and reportable. **What do you dislike about ChurnZero?** I was a big fan of Playbooks in Gainsight, so when I had a CTA created, it would have a "checklist" of all my tasks so I know what I've done and what I still need to do. The Upcoming Tasks in CZ can get cluttered and bulky in the view. Otherwise, it keeps me on task and what I need to accomplish next. **What problems is ChurnZero solving and how is that benefiting you?** Keeping me connected to clients and allowing me to be proactive in my outreach and automations to ensure a great experience for everyone involved. ### 32. ChurnZero Is a wonderful tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2024 **What do you like best about ChurnZero?** I love that it helps keep me organized! I enjoy the flexibility to view data that is relevant to role. **What do you dislike about ChurnZero?** There is honestly no downside for me. I have enjoyed using the program. **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero allows my team to focus on what's important for Customer Success. Other tools are tailored for sales teams, but ChurnZero hones in on the data that allows Success teams to understand their book of business and act accordingly. Keeping our customers happy is who we are and ChurnZero is a wonderful tool that assists my team. ### 33. ChurnZero has enabled me to connect with customers in scalable and efficient manner **Rating:** 5.0/5.0 stars **Reviewed by:** Amy T. | Manager of Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about ChurnZero?** Plays and the analytics from sending emails via plays. Gone are the days of not knowing if and how your email campaigns land **What do you dislike about ChurnZero?** Ability to roll up and down account attributes between parent and child accounts **What problems is ChurnZero solving and how is that benefiting you?** Ability to scale CS actions ### 34. Game Changer for CSMs! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2024 **What do you like best about ChurnZero?** I use ChurnZero everyday as a Customer Success Manager! I am happy to say that this makes my job much more consistent. I love knowing I can depend on CZ to keep me on track. I have been a user for about 2 years now, and the platform has improved so much over this time that I am eager to see what is next. **What do you dislike about ChurnZero?** I think there are still parts of the platform that are not super user-intuitive right off the bat. However, they do offer a ton of trainings and a large informational library which can assist with this. **What problems is ChurnZero solving and how is that benefiting you?** It is ensuring that I am able to be there for all of my clients, while reducing/notifying me of any chance of churn. ### 35. Predictable Playbooks Using ChurnZero = Better Customer Retention **Rating:** 4.5/5.0 stars **Reviewed by:** Greg W. | Senior Customer Success Manager (Strategic Accounts), Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2021 **What do you like best about ChurnZero?** The platform is very easy and intuitive to use. There are so many different fields which can be created and different levels of filtering for adhoc reporting, its essentially endless. **What do you dislike about ChurnZero?** Sometimes, because the product is so complex, it can take a while to set up things to your liking and get the correct view which you are looking for. **Recommendations to others considering ChurnZero:** ChurnZero is a no-brainer solution for a company who is fast growing like Tipalti, and needs a partner who could be flexible and nimble. During our investigation, we also reviewed Gainsight which was very overpriced as well as Totango which we quickly passed on. We needed a tool that we could implement quickly, and reap the benefit of the time to value. Lastly, we needed a tool that we can continue to add licenses too which would not break the bank. **What problems is ChurnZero solving and how is that benefiting you?** The main reasons we decided to implement ChurnZero was because we were spending alot of time as a team in multiple systems, doing manually reporting, V lookups and using Excell way to heavily, this was causing a burdon on our team and it was hurting our time management and ability to take on more customers. The benefits are around data centralization, allowing us to see multiple customers and their metrics in one single place which is huge. For myself as a manager it makes me much easier to create segments and anaylaze my teams accounts and areas of focus. We also use it to help automate our CS assignment processes which saves us a ton of time as well. ### 36. Best way to track book of business **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about ChurnZero?** Firstly, I like the UI as it's user friendly. Those who access it for the first time will also be able to navigate hassle free. Makes CSM life easy with all the feature it provides for tracking account essentials. **What do you dislike about ChurnZero?** Currently, there are none to dislike about ChurnZero. **What problems is ChurnZero solving and how is that benefiting you?** Tracking my accounts based on risk categories. ### 37. Makes my work life 10x easier and more organized **Rating:** 5.0/5.0 stars **Reviewed by:** Mike L. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2024 **What do you like best about ChurnZero?** I'm in ChurnZero every single day. I love the Command Center. It has all of my important tasks and to dos, my agenda for the day, and a breakout of custom segments that help me keep an eye on support ticket lead times, reviewing my upcoming client renewals, etc. I also love the new and improved Notes feature. A game changer that allowed me to finally move most of my client related tasks, notes and responsibilities into CZ. Plus, our CSM Hoawrd is the absolute best. :) **What do you dislike about ChurnZero?** The UI can be a little clunky, but they are also always improving it. I find a cool new feature regularly. **What problems is ChurnZero solving and how is that benefiting you?** It makes mundane tasks so easy. The automation it allows for saves me more time in a day than I can count. And I can do it ALL in ONE TOOL. ### 38. My day-to-day as a CSM has never been more efficienct **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Market Research | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2024 **What do you like best about ChurnZero?** ChurnZero has helped me redesign and restructure how I manage clients day-to-day in the best of ways. Activities and Notes are my two favorite features, as you can prep for upcoming meetings in the same place you will take in-meeting notes, create follow-up tasks and send out follow-up emails. Using plays, I've reduced the amount of time needed to create manual tasks for new accounts and have better visbility into the step-progress of each task. Each time I have a feature suggestion or need assistance, our company product-owner has been able to reach our ChurnZero CSM quickly and provides great assistance. **What do you dislike about ChurnZero?** As a user of ChurnZero, I do not have many critical critiques of the platform. There have been minor quirks that have presented, such as the inability to use "tab" when scrolling in a form or risk selecting information you did not mean to, but nothing that would take away from the efficiency gains seen. **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero is allowing me to have better data-driven visibility into my clients as a whole. It brings together data from multiple sources and allows me to "work" with a client in real time and complete any necessary task before moving onto the next client. As a CSM, you have choices on where to keep notes, tasks, client plans, etc., but I prefer how easy ChurnZero is to manage clients in total. If I need to answer question about a client now, I can turn to their CZ account. ### 39. Great tool, very easy to use, intuitive and fast tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ajinkya J. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2024 **What do you like best about ChurnZero?** A platform where you get access to consolidated data from multiple projects. Also the reports/dashboard help you to get insights very quickly and showcases clear picture of the activities/tasks. The UI and font is really good, user friendly, intuitive and fast. I love to access the tool and get/update the required information very quickly. **What do you dislike about ChurnZero?** Nothing at the moment everything is great **What problems is ChurnZero solving and how is that benefiting you?** A great platform where you can access consolidated information in one view having full visibility to any level individual in the system. ### 40. ChurnZero: From Good to Great **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2024 **What do you like best about ChurnZero?** In 2021, when I turned in my first CZ NPS score, I reviewed CZ as an 8. At the time, the tool was at the "Okay" stage it was good, but it needed to get better. Fast forward to today, and I now feel the tool is at the "Great" stage & my NPS rating is a 10. So, why did my mind change? Constant Innovation: It keeps getting better! They listen to their audience when we provide product feedback & push out new features & functionality that help solve the issue. Top-Notch Support: My ChurnZero Managers have been nothing but Rock Stars since I started using the tool. In addition, the Support Team is fantastic & quickly helps me address my issues. They have pulled through for me a few times when I was in a bind. Improved Usability: The tool has become more robust with much-needed new functionality. For example, the ability to purge your records was game-changing & very needed. In addition, sending CZ-only fields back to your CRM was a huge missing link to CZ & now that is available. Lastly, the new ChurnZero certification has helped lift this tool to new heights, allowing users to show their learning & development in the application. **What do you dislike about ChurnZero?** There are still a few system issues that come up at times, and I need to find workarounds for them, but that's with any application. **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero provides a solid CSP. It is easy to learn and use. You can use it right out of the box, or you can develop your skills & build it out for the more custom needs of your specific CS Org. Overall, it can be augmented to fit your needs & that's where you can see the benefit. ### 41. Great Product! Must Try and See **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan J. | Director, Sales Operations & Enablement, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about ChurnZero?** Excellent customer service and engagement team. **What do you dislike about ChurnZero?** a little bit clunky on the back-end and lacking some OOTB integrations! **What problems is ChurnZero solving and how is that benefiting you?** Giving us valuable insights into our customers health and creating journeys and playbooks around those customer interactions ### 42. New Experience with CRM **Rating:** 3.5/5.0 stars **Reviewed by:** Robert J. | Implementation Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2024 **What do you like best about ChurnZero?** Many tabs to tell much of the customer story/journey. **What do you dislike about ChurnZero?** Some information could be better served if it was on one tab rather than spread out over many. **What problems is ChurnZero solving and how is that benefiting you?** Easy to track onboarding process by setting timelines for implementation. ### 43. It's great tool with great support and CSM **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** January 21, 2025 **What do you like best about ChurnZero?** at a glance view of customer usage, contacts and dashboards **What do you dislike about ChurnZero?** a bit too cumbersome to configure and not as flexible **What problems is ChurnZero solving and how is that benefiting you?** customer success optimization ### 44. Great CSM support **Rating:** 3.5/5.0 stars **Reviewed by:** Nichole B. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2024 **What do you like best about ChurnZero?** The CSM team is amazing. Jeff is very responsive. **What do you dislike about ChurnZero?** Learning how to set up Plays and work with segments is not intuitive. CZ does take a team that is tech savy and really ready to dig in. **What problems is ChurnZero solving and how is that benefiting you?** CZ is helping us to segment and connect with at risk customers. It is unclear if it is helping at this point, as we have really just started implementation of the. product and the team. ### 45. Valuable Insight Into User Behavior **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2024 **What do you like best about ChurnZero?** I love the ability to see users' engagement in our software and past trends that correlate with their churn score. I also love the tracking of emails and meetings with the customers so that I can easily see a full communication history with a user. **What do you dislike about ChurnZero?** I think the naming conventions within CZ are somewhat confusing and it's taken a lot of work to filter through the noise of data to figure out what usage patterns are actually valuable. **What problems is ChurnZero solving and how is that benefiting you?** CZ is solving the issue of knowledge transfer with previous client communications and is also helping set standards for what a "healthy" or "unhealthy" customer looks like. ### 46. Grateful for ChurnZero's assistance keeping my busy book of buisness organized **Rating:** 4.0/5.0 stars **Reviewed by:** Tanya v. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2023 **What do you like best about ChurnZero?** I love that my calendar and emails integrate with CZ and that I can have all of my partners information organized in one place. The days of manual speadsheets to keep notes and dates organized is NO MORE! I am starting to utilize the automation and look forward to having CZ take some of the repetative taks off my plate. **What do you dislike about ChurnZero?** I wish that I could search the History section using keywords and bring up all emails and notes that contain the keyword. This would be a god send during customer meetings. It can take quite some time to find a note from a meeting a few months back and get to the details you need to answer questions on the fly. Please add this functionality :) **What problems is ChurnZero solving and how is that benefiting you?** I am so busy and CZ is helping to free up some bandwidth so I can have a better worklife balance and exceed my customers expectations. **Official Response from Maureen Rice:** > Hi Tanya, thank you for your review! I'm Maureen Rice, ChurnZero's customer marketing manager, and I'm so happy to hear that the platform has been so valuable for you! I went ahead and logged product feedback on your behalf for the keyword search - I love that idea. I gave your CSM, Cassidy, a heads up too. Thanks again! ### 47. Good customization options for streamlining business processes and monitoring customer engagement. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 29, 2024 **What do you like best about ChurnZero?** The ability to customize Plays, Segments, and API Integrations has been beneficial. We're adding more and more integrations that give us insight on how our customers are using our software, gather feedback and streamline our processes. **What do you dislike about ChurnZero?** There are a few improvements that I would make to ChurnZero based on my use over the past few months. - The Today's Summary buttons on the Command Center should be clickable. - Allow Notes, Emails and Meeting Details to open in a larger view vs. the default collapsed view. - Enable a dark mode. **What problems is ChurnZero solving and how is that benefiting you?** The ability to see my Client's Churn Scores without manual calculation has been a big time saver. I can see the changes over various time frames with a couple of click. I also find value in being able to see our Client's use right from within their Company page. ### 48. Assist my daily basis routine and saves me time everyday **Rating:** 5.0/5.0 stars **Reviewed by:** Aline B. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2023 **What do you like best about ChurnZero?** I love that in Churnzero I can set up the metrics to keep track of all my accounts and have a macro look with so many details available. It is a great way to start my work daily and keep track of everything I do. The health and engagement of my portfolio are easily available in graphics and colors, and the opportunity to have integrations with so many other tools and teams I work with is incredible. **What do you dislike about ChurnZero?** I don't love the plays as there are detailed but I sometimes lose myself on things I have to review and complete. **What problems is ChurnZero solving and how is that benefiting you?** Using ChurnZero i see when was the last engagement of my client with our products, as well as our engagement status, sentiment and the next steps I have to take for that account. I work well with overviews before getting into the details so that I can prioritize my tasks and to-do list for the day, week, month and be on top of everything. ### 49. Great tool for a busy CSM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2024 **What do you like best about ChurnZero?** One of my favorite features of Churn Zero is the automation of Plays and Journeys that can be triggered by various events or action within a customer segment. This is very helpful to making my customers feel that I am "in touch" and present with them more often. The Academy makes it really easy to learn how to use the system - I went from brand new to comfortable in about a week being already familiar with Salesforce and Hubspot systems and having a marketing background. Others may need longer if they are brand new to automation. The user community can be a great source for new ideas or posting questions for use case scenarios. And their Support team is always VERY responsive, often replying within an hour or less. Integration with Salesforce and Pendo opens up a lot of other possibilities that only strengthen the already great offering. **What do you dislike about ChurnZero?** I haven't come across anything I dislike. **What problems is ChurnZero solving and how is that benefiting you?** Now that we have ChurnZero linked with Salesforce and Pendo, I have a complete picture of customer health. I can easily raise concerns and have data to back it up from NPS surveys or call notes. It helps me keep the pulse of many accounts. ### 50. Simplified Customer Status Monitoring **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2024 **What do you like best about ChurnZero?** I love that I have a dashboard that pulls informtion from my CRM and several other tools to give me a holistic view of my customers. This is the closest I've come to a single pane of glass to understand where I have to focus my efforts to keep my clients happy. **What do you dislike about ChurnZero?** With so much information incorporated into a dashboard, it can be overwhelming. The hardest part for a user is to learn how to methodically navigate the platform to develop a daily/weekly/monthly strategy of how to tackle accounts. **What problems is ChurnZero solving and how is that benefiting you?** ChurnZero helps focus the team's effort on the accounts that are at risk. By gathering relevant data from numerous platforms, it creates a single pane of glass for account intelligence -- all of the things that the account team needs to know to engage the customer in a meaningful way. ## ChurnZero Discussions - [Does ChurnZero have a Customer Success blog?](https://www.g2.com/discussions/blog) - 2 comments, 2 upvotes - [Can I schedule a demo of ChurnZero?](https://www.g2.com/discussions/demo-request) - 1 comment, 2 upvotes - [Why should you choose ChurnZero?](https://www.g2.com/discussions/why-churnzero) - 1 comment, 2 upvotes - [What other products does ChurnZero integrate with?](https://www.g2.com/discussions/native-integrations-829b4a2f-3782-445a-8373-5f4d9fc31118) - 1 comment, 2 upvotes - [Best advice for not getting overwhelmed?](https://www.g2.com/discussions/36867-best-advice-for-not-getting-overwhelmed) - 1 comment, 1 upvote - [View ChurnZero pricing details and edition comparison](https://www.g2.com/products/churnzero/reviews?page=8§ion=pricing&secure%5Bexpires_at%5D=2026-07-22+12%3A15%3A13+-0500&secure%5Bsession_id%5D=377bba86-12b3-4979-86a2-fc82fa6f8b06&secure%5Btoken%5D=1aae39868d22d0fcf8bd647d35ae978cca996e209687175e92d58aae7fc48a76&format=llm_user) ## ChurnZero Integrations - 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Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **User Analysis** - Survey Implementation - Data Analysis **Sales Team** - Flexible Sales Process - Training Mode - Playbooks **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Multiple Personas - Data Analytics **Platform Basics** - Dynamic Segmentation - Journey Optimization **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Onboarding Setup** - Workflows - Templates - Checklists **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **User Support** - User Segmentation - Multi-Language Support - Behavior-responsive Messaging **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions **Project Tracking** - Monitoring - Resources - Content - Tasks - Optimization **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Walkthrough Type** - Audio-visual Walkthroughs - Text Bubble Walkthroughs **Mapping** - Multiple Org Charts - Stakeholder Roles **Platform Additional Functionality** - Journey Mapping - Integrations - Automated Alerts **Customer Engagement** - Portal - Engagement - Branding - Visibility - Collaboration **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Platform Basics - Digital Adoption Platform** - Integration - Communications **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Adaptive Learning - Proactive Assistance **Agentic AI - Experience Management** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Analytics - Digital Adoption Platform** - Analytics **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Natural Language Interaction - Proactive Assistance **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning ## Top ChurnZero Alternatives - [Totango](https://www.g2.com/products/totango/reviews) - 4.3/5.0 (1,140 reviews) - [Custify](https://www.g2.com/products/custify/reviews) - 4.7/5.0 (510 reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - 4.5/5.0 (939 reviews)