I appreciate ChurnZero for its balanced blend of pre-built features align with best practices, coupled with the adaptability to customize workflows tailored to our business needs. Its segmentation functionality is particularly impressive, efficiently organizing the extensive book of business, enabling us to pinpoint specific customers with precise needs, such as correcting negative behaviors or identifying upsell opportunities. I value the Playbooks feature, which streamlines the creation and management of structured processes, helping our Customer Success Managers consistently address issues and maintain effective workflows, such as during customer onboarding. Furthermore, ChurnZero integrates seamlessly with Salesforce, enhancing our ability to make our salesforce data actionable. The simplicity of the initial setup also adds to the positive experience, making adoption straightforward without unnecessary complications. Review collected by and hosted on G2.com.

My experience has been very positive. Review collected by and hosted on G2.com.

I use ChurnZero to manage our nonprofit customer base, and I really appreciate its ease of use. The software provides visibility and churn prevention, which are crucial for our operations. I also think the great customer service is a standout feature. Additionally, the initial setup of ChurnZero was easy, which was a plus for us. Review collected by and hosted on G2.com.

Nothing! Review collected by and hosted on G2.com.

I really enjoy using ChurnZero's custom dashboards; they allow me to showcase all the beautiful, blended data from various sources, including CRM, financial, and technical data. This comprehensive and visual representation is easily accessible without the hassle of digging through vast amounts of data manually. The platform provides immediate updates, which is incredibly useful in painting a story of our customer success both internally and to our customers. Additionally, working with the new AI Agents is very exciting and gives me hope for enhanced scalability. It supports the idea of doing more with less, emphasizing working smarter, not harder. The prospect of efficiency gains through these AI features is promising, allowing us to potentially grow and expand on accounts in innovative ways. ChurnZero helps us monitor key indicators for customer retention, providing alerts before issues arise and helping us tell success stories, which is valuable for leadership and departmental communication. Review collected by and hosted on G2.com.

I would like to see the relationship map from Engagement AI have more flexibility and function. Also, wishing for an AI Agent that prescribes playbooks, as playbooks seem to be the most daunting part of automation and segmentation. Also AI widgets for the custom dashboards would be beneficial to leverage AI data summaries effectively. The initial setup of ChurnZero was challenging, primarily due to internal development and technical blockers, taking over a year to complete our success center build. Review collected by and hosted on G2.com.

Churnzero brings together data from our product, Salesforce, Tableau and other tools, allowing me to review account status and health all in one place. I got familiarized with its layout quickly, and I am able to glance at what a client is doing in a matter of minutes before joining an executive sync, for example. Review collected by and hosted on G2.com.

I wish the filters were collapsable to allow for more useful page space for relevant metrics that I want to see at once. Being able to lock the first column on segments (which I use for account names) would also make my life easier as I am analyzing multiple accounts status at once. Review collected by and hosted on G2.com.

I find ChurnZero to be incredibly valuable for managing our advocacy program because it provides a straightforward, easy-to-use interface. The software acts as a critical source of truth, ensuring full transparency and alignment within our team regarding which clients are advocates and their activities, as well as their membership on our advisory board. Additionally, ChurnZero excels in delivering a comprehensive view, allowing us to document, report, and stay aligned on customer activities. It significantly facilitates our ability to identify and track advocate engagement, ensuring proper acknowledgment of their participation. The transparency into customer accounts that ChurnZero provides is unmatched, which is crucial for closing the loop on our interactions with advocates. Moreover, the support from the ChurnZero community and instructional documentation is immensely helpful during setup, further enhancing the overall experience. The integration with our Salesforce instance adds to its utility, streamlining our workflow. Review collected by and hosted on G2.com.

Initially, I had a little bit of issue with creating segmentation reports because it wasn't as easy to do. Review collected by and hosted on G2.com.

I find ChurnZero incredibly valuable for managing my book of business as a customer success manager. The software's user-friendliness stands out, making it easy to navigate and utilize its many tools effectively. I particularly appreciate the segment tools for creating customer lists to deliver messaging at scale. These tools streamline tracking customer interactions, which is essential for my role. Additionally, the responsiveness of their Customer Success Managers and support teams enhances my experience by ensuring any issues are promptly addressed. ChurnZero's configurability and ease of management also influenced our decision to switch from our previous solution, offering more adaptability to our needs. Furthermore, even though I wasn't involved in the initial setup, I found it easy to learn how to use ChurnZero for my role, which speaks volumes about its intuitive design. Overall, ChurnZero exceeds my expectations in delivering efficient solutions to manage customer success processes. Review collected by and hosted on G2.com.

I would like to see an easier way to manage permissions in the system. There is a lot of granularity in terms of who is allowed to do what within the system, and it's sometimes hard to know what permission grants what functionality. Review collected by and hosted on G2.com.

Its's extremely user friendly, since the last update a lot of colors changed and look way better.

It's way better to use and implement rather than have to use Salesforce, as an example.

Is very easy to use, has a lot of useful information. Way easy to create segment, folders, success plans, very user friendly on terms of submitted tasks.

It's one of my daily tools, literally I use it everyday, also very easy to just do 2 clicks and you can download a report, comes on a spreadsheet and is very useful.

Very easy to get information in terms of licenses, expiration dates and cases (sometimes).

Overall is a great tool to help customers, have information up to date, know how many portal users do they have.

Integration of CZ with other tools like Outlook, Salesforce, and Gmail are pretty cool, I don't have to go to every account and create a task for an email sent.

The fact that I could be more in touch with my customers. Specially based on the alerts of support cases, new opportunities among other things is great. Review collected by and hosted on G2.com.

Since CZ is linked to SalesForce, usually the information displayed in CZ is not accurate or very outdated.

The IA Snapshot doesn't get updated automatically, everytime you haved to there and refresh it manually.

I don't like tghe fact that unless you have admin rights, you cannot do a "bulk upload" such as change a lilst of accounts to my name or viceversa.

In terms of alerts, usually takes a lot of time to get them, and sometimes I get notifications that are old, that creates confusion to be able to help my customers.

Sometimes if there's a customer with a typo or a different email address, CZ wouldn't recognize that contact, and will not include any emails, communications or even meetings from it.

Depending on needs, but CZ for me is not that good on customer support, since we don't have a way to know usage of tools. Review collected by and hosted on G2.com.

I find ChurnZero to be a game changer for our organization, offering exceptional capabilities in managing client accounts efficiently. The software simplifies the process of reviewing data from Salesforce and helps us handle client-specific segments and subgroup messages with ease. I love how it automates processes, eliminating the need for manual effort, such as mail merging, which saves us time and increases our productivity. The ability to create and schedule Plays enhances workflow management significantly. ChurnZero helps us stay organized by automating several processes, ensuring all clients consistently receive the same messaging and high level of care. The product’s data manipulation feature is particularly user-friendly, making it easy to sort crucial information about our clients or product lines within their subscriptions. Plays and segments are among the features I value the most, as they enable intuitive sorting of information and allow for granular messaging management. The facility to send plays by territory or customize verbiage to suit specific territories empowers us to maintain personalized and efficient client communication. ChurnZero’s integration with Salesforce is seamless, improving the overall experience. I appreciate the responsive attitude of the ChurnZero team in considering our feedback and the anticipation of new feature implementations in future updates. Review collected by and hosted on G2.com.

I find some of the interfaces a little bit wonky. I have suggested improvements, such as having a more robust text editor when sending out account insights. Additionally, I requested better reporting and segment capabilities to easily see who is accessing account insights, which currently doesn't appear in the history. I also wish there was a master report of all Salesforce/Churn fields being used in each segment so we can easily determine if a Play is wrong due to a Segment breaking because of a Salesforce field change. Review collected by and hosted on G2.com.

It really automates your day. The integration keeps my task up to date, it keeps me proactive vs reactive to my customer support tasks. Review collected by and hosted on G2.com.

I have no complaints as of yet. If anything, it would nice to have it replace my CRM lol Review collected by and hosted on G2.com.

I really appreciate ChurnZero’s ability to track everything in one area, which simplifies the task of managing customer health and forecast management. The system’s ability to utilize various campaigns as a determinant of customer health is particularly beneficial. It effectively eliminates redundancies across the organization, saving time and ensuring that all necessary customer information is centralized and easily accessible. This centralization means we no longer have to search through multiple areas for critical information. Furthermore, the robust support during the onboarding process, including the assistance from the implementation team and our Customer Success Manager (CSM), made the setup fairly easy, which I found very helpful. This level of support reflects positively on the overall user experience and ease of integration with our workflow. Review collected by and hosted on G2.com.

I find the churn score calculation in ChurnZero to be confusing. It can be difficult to explain to others, and it sometimes lacks clarity because the standard is not intuitive. For instance, understanding whether a higher or lower score indicates better customer health is not immediately apparent, which makes it harder for others to grasp the concept. Review collected by and hosted on G2.com.