ChurnZero vs. Gainsight CS

ChurnZero

311 Reviews and Ratings

Gainsight CS

469 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
ChurnZero	Score9.6 out of 10	N/A	ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays,…	N/A
Gainsight CS	Score8.9 out of 10	Mid-Size Companies (51-1,000 employees)	Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to…	$2,500 Per Company Per Month

Pricing

ChurnZero

Gainsight CS

No answers on this topic

Subscription: $2,500
Per Company Per Month

Pricing Offerings
ChurnZero	Gainsight CS
Free Trial
No	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	Yes

No setup fee

Required

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Community Pulse
Key User Insights
	ChurnZero	Gainsight CS
Considered Both Products	ChurnZero Hilarie G. Williams Senior Customer Success Manager in Customer Service at Demandbase, Inc. (Computer Software, 501-1000 employees) Chose ChurnZero Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, … Incentivized Helpful? Andrew Mooney Sales Systems Manager in Sales at Built In (Computer Software, 51-200 employees) Chose ChurnZero While Gainsight CS and PX are owned by the same parent company, they couldn't be more different on a fundamental level. PX is a nuts and bolts usage data platform which reports on many of the same datapoints as ChurnZero, but beyond that, PX has very little in terms of team … Incentivized Helpful? Verified User Chose ChurnZero ChurnZero seemed a little more geared towards our customer base and goals. Their onboarding was thorough and included (Gainsight's was not). Cost/Budget also came into the picture as well! Incentivized Helpful? Jeremy Wingate Vice President, Revenue at CallTrackingMetrics (Marketing & Advertising, 51-200 employees) Chose ChurnZero ChurnZero was the perfect mix of tools and features at the right price. It has scaled as we've scaled and the new features they roll out are always industry firsts. Incentivized Helpful? Klaas Schippers Customer Success Operations Specialist in Customer Service at Linnworks (Information Technology & Services, 201-500 employees) Chose ChurnZero Gainsight is a great software, and a good alternative to ChurnZero. However for us, ChurnZero had made a number of key changes to their product suite that helped us decide for it over Gainsight. For instance the integrated AI text generator, the new round robin, enhanced note … Incentivized Helpful? Charlotte Jupp Head of Customer Success in Customer Service at Panaseer (Information Technology & Services, 51-200 employees) Chose ChurnZero We selected ChurnZero based on price and having the functionality we needed for right now. Gainsight had more features, but at a much higher cost and these features weren't necessarily items we needed to get ourselves up and running now. Incentivized Helpful? Asif Ikram VP, Services & Operations in Professional Services at VidCruiter (Computer Software, 201-500 employees) Chose ChurnZero We prefer the UI and features of ChurnZero. Incentivized Helpful? Verified User Chose ChurnZero Similar, but ChurnZero was a better price point for all that it offers. Incentivized Helpful? Mark Polino, CPA.CFF.CITP, CGMA Director of Customer Success in Customer Service at Fastpath (Computer Software, 51-200 employees) Chose ChurnZero I wasn't involved in the buying process. I know cost was a factor. Incentivized Helpful? Frank Chao Customer Success Manager in Customer Service at DTEN, Inc. (Electrical & Electronic Manufacturing, 201-500 employees) Chose ChurnZero ChurnZero is a better fit out of the box for our business in terms of its features, functions, usability, scalability, serviceability, and costs. We really wanted a customer success platform that doesn't take a long time to deploy while being flexible enough to allow us to … Incentivized Helpful? Verified User Chose ChurnZero We (our team) were able to manage everything through this solution and did not need an admin. Incentivized Helpful? Verified User Chose ChurnZero ChurnZero was feature-rich and had everything we needed (Totango was lacking in key features such as displaying a journey to a customer and having them follow along). ChurnZero was way more financially approachable than Gainsight. ChurnZero also was much more of a CS platform … Incentivized Helpful? Verified User Chose ChurnZero ChurnZero was the most competitive product for us given the price, ease of use, and feature availability. Incentivized Helpful? Verified User Chose ChurnZero [N/A] Incentivized Helpful? Greg Watkins Senior Customer Success Manager (Strategic Accounts) at Tipalti (Financial Services, 201-500 employees) Chose ChurnZero Our management team reviewed both Gainsight and Totango, while both were very robust and feature rich, the cost and price point did not make sense for a team of our size and where we would be scaling to. It also seemed that through our conversations both of those tools would … Incentivized Helpful? David Jensen Operations Manager, Customer Success in Customer Service at Kenect (Computer Software, 51-200 employees) Chose ChurnZero I have never used a true Customer Success software but I researched about 10 and did a lengthy process of elimination to land on Churnzero. Incentivized Helpful? Verified User Chose ChurnZero We selected ChurnZero as while the other platforms (not limited to those listed here, just some aren't options on TrustRadius), ChurnZero matched my concept for what I wanted to provide my team. Until I tried ChurnZero in a demo site, I was completely sold on ClientSuccess, but … Incentivized Helpful? Verified User Chose ChurnZero The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been … Incentivized Helpful? Verified User Chose ChurnZero Better automation Better dashboards Better navigation Incentivized Helpful? Reanna Dempsey Director - Customer Success in Sales at Unanet (Computer Software, 51-200 employees) Chose ChurnZero Gainsight is incredible too. Nothing negative to say about that tool either! However, ChurnZero had everything we needed, and they are a local company to us with a more palatable price point given our business size. Incentivized Helpful? Beatriz de Rosa Soares Customer Success Operations in Customer Service at Pixeon (Information Technology & Services, 201-500 employees) Chose ChurnZero Another product not listed: SenseData. They were great contestants with even more structure and functions to the platform, but it was more expensive and CZ already fulfilled our needs. Incentivized Helpful? Chantz Oliver Global Head of Customer Success in Customer Service at Emailage (Information Technology & Services, 51-200 employees) Chose ChurnZero ChurnZero has way more features at a much more reasonable price. Incentivized Helpful? Verified User Chose ChurnZero ChurnZero is great for a team that small and growing. It is easy to learn, use, and manage. I did like the Success Plans in Gainsight, but it was so heavy. As a VP, I can quickly create reports and look at data in ChurnZero. That's what I love most about it. When I used Gai… Incentivized Helpful?	Gainsight Verified User Chose Gainsight CS Gainsight CS is beautiful and much more user friendly HOWEVER it does take more time to set up to have the desired impact than a software like ChurnZero. Incentivized Helpful? Verified User Chose Gainsight CS Gainsight CS is more user friendly than ChurnZero on the CSM side and the UI in general is more up-to-date and easier to glean insight. ChurnZero just looks outdated. Incentivized Helpful? Verified User Chose Gainsight CS Gainsight CS simply had a broader set of functionality that we wanted. That said, if Vitally or ChurnZero were to close a few of the functionality gaps that mattered to us, we would prefer to use either of those competitor products. Incentivized Helpful? Verified User Chose Gainsight CS We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively. ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment. Incentivized Helpful? Verified User Chose Gainsight CS We were users of ChurnZero -- however, it reached a point where the features and functionality of Gainsight surpassed what ChurnZero was offering at the time Incentivized Helpful? Verified User Chose Gainsight CS We went with Gainsight above Totango or ChurnZero primarily because of the maturity of their organization. They are the market & thought leaders on Customer Success management and we wanted that in our corner when maturing our own CS organization. Gainsight is also the most … Incentivized Helpful? Penny Ashley-Lawrence Sr. Director, Global Customer Success in Customer Service at LogMeIn (Computer Software, 1001-5000 employees) Chose Gainsight CS My companies both chose Gainsight before I arrived, so I was not part of that process. I have evaluated ChurnZero outside of the process and I think it's a great tool - maybe more so for smaller companies. Incentivized Helpful? Roxanne Rodriguez Manager of Customer Success Operations at Elevation Education (E-Learning, 201-500 employees) Chose Gainsight CS We selected Gainsight CS because of its maturity factor and where we are as a company- we needed to streamline processes across the CS org. Incentivized Helpful? Verified User Chose Gainsight CS Gainsight CS just provided easier to use cooling and better reporting. Incentivized Helpful? Verified User Chose Gainsight CS More customization with Gainsight CS, but Churn zero did have a great UI and easier to use. Would recommend CZ if you're a smaller company with no technical admin. Incentivized Helpful? Verified User Chose Gainsight CS It is the most flexible CS platform in terms of how to manipulate and use your data. Incentivized Helpful? Jordan Filip Sr. Manager, Client Success in Sales at Cengage (Information Technology & Services, 5001-10,000 employees) Chose Gainsight CS Overall look and feel of the platform was what won us initially. We demoed these two side by side and everyday navigation for the CSM's was easier. In the end this is very important as the data is the data either way but if the CSM's enjoy using it and feel the impact on their … Incentivized Helpful? Hillary Bleke Senior CS< in Customer Service at Zillow Group (Real Estate, 1001-5000 employees) Chose Gainsight CS Gainsight CSs integration with Salesforce and Outlook are far superior. Incentivized Helpful? Verified User Chose Gainsight CS The most comprehensive in our evaluations. Incentivized Helpful? Verified User Chose Gainsight CS Gainsight not only has the superior technology, (by a lot) but they have the community, documentation, LMS to overcome the inevitable struggles of adopting a new tool for the first time. It scales with your business and is built for start ups, mid size and large enterprise … Incentivized Helpful? Verified User Chose Gainsight CS Faster, more user-friendly, better UI, and good onboarding process. Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

ChurnZero

Gainsight CS

Comparison of Security features of ChurnZero and Gainsight CS
Feature	ChurnZero 9.8 191 Ratings	Gainsight CS 8.1 174 Ratings
Role-based user permissions	9.8191 Ratings	8.1174 Ratings

Comparison of Platform & Infrastructure features of ChurnZero and Gainsight CS
Feature	ChurnZero 9.7 203 Ratings	Gainsight CS 7.5 217 Ratings
API	9.6165 Ratings	7.5131 Ratings
Integration with Salesforce.com	9.8169 Ratings	8.9216 Ratings
Integration with Marketo	00 Ratings	6.551 Ratings
Integration with Eloqua	00 Ratings	7.022 Ratings

Comparison of Customer Data Extraction / Integration features of ChurnZero and Gainsight CS
Feature	ChurnZero 9.8 219 Ratings	Gainsight CS 8.3 217 Ratings
Product usage	9.6216 Ratings	8.7206 Ratings
Help desk / support tickets	9.9175 Ratings	7.9173 Ratings

Comparison of Customer Success Management features of ChurnZero and Gainsight CS
Feature	ChurnZero 9.2 224 Ratings	Gainsight CS 8.5 230 Ratings
NPS surveys	9.9196 Ratings	8.9181 Ratings
Sponsor tracking	6.177 Ratings	9.0167 Ratings
Customer profiles	9.5209 Ratings	7.7206 Ratings
Automated workflow	9.7216 Ratings	8.1220 Ratings
Internal collaboration	9.8183 Ratings	8.1208 Ratings
Customer health scoring	9.7221 Ratings	9.9223 Ratings
Customer segmentation	9.7215 Ratings	8.0188 Ratings

Comparison of CSM Reporting & Analytics features of ChurnZero and Gainsight CS
Feature	ChurnZero 9.5 224 Ratings	Gainsight CS 9.0 228 Ratings
Customer health trends	9.7213 Ratings	9.7210 Ratings
Engagement analytics	9.6208 Ratings	8.8186 Ratings
Revenue forecasting	9.370 Ratings	8.3114 Ratings
Dashboards	9.4218 Ratings	9.2225 Ratings

User Ratings
	ChurnZero	Gainsight CS
Likelihood to Recommend	9.9 (227 ratings)	8.7 (235 ratings)
Likelihood to Renew	8.2 (5 ratings)	6.8 (14 ratings)
Usability	7.3 (131 ratings)	8.5 (29 ratings)
Availability	9.1 (1 ratings)	8.2 (1 ratings)
Performance	6.4 (1 ratings)	6.4 (1 ratings)
Support Rating	6.5 (122 ratings)	8.8 (134 ratings)
In-Person Training	6.4 (1 ratings)	- (0 ratings)
Online Training	7.3 (2 ratings)	5.5 (2 ratings)
Implementation Rating	8.3 (3 ratings)	6.3 (6 ratings)
Configurability	6.4 (1 ratings)	6.4 (1 ratings)
Ease of integration	7.3 (1 ratings)	- (0 ratings)
Product Scalability	9.1 (1 ratings)	7.3 (1 ratings)
Vendor post-sale	9.1 (1 ratings)	6.4 (1 ratings)