# ChurnZero vs Vitally: which do AI models recommend for customer success, October 2026

GTM AI Recommendation Index, October 2026 Edition, Customer success platforms. Eleven of fourteen models named ChurnZero first on the direct prompt; three named Vitally. Page: https://gtm-ai-index.com/customer/customer-success-platforms/churnzero-vs-vitally/

| | First-choice share | Rank | Negative rate | Labels | Models naming it |
|---|---|---|---|---|---|
| ChurnZero | 42% | #1 of 10 | 17% | 64 | 14 of 14 |
| Vitally | 19% | #2 of 10 | 9% | 57 | 14 of 14 |

## The direct prompt, model by model

- Qwen 3.7 Flash: both first (first choices: ChurnZero, Vitally) (alternatives: Custify, HubSpot Service Hub, Skalin, Totango)
- GLM 4.7 FlashX: both first (first choices: ChurnZero, Vitally) (alternatives: Totango)
- GPT-5.4 mini: churnzero first (first choices: ChurnZero, Planhat) (alternatives: Gainsight Customer Success)
- Gemini 3.5 Flash: churnzero first (first choices: ChurnZero) (alternatives: Planhat, Totango, Vitally)
- Perplexity Sonar: churnzero first (first choices: ChurnZero) (alternatives: Vitally)
- Grok 4.20: churnzero first (first choices: ChurnZero) (alternatives: Custify, Vitally)
- Llama 4 Maverick: churnzero first (first choices: ChurnZero) (alternatives: Skalin, Userpilot, Vitally)
- Kimi K2: churnzero first (first choices: ChurnZero) (alternatives: Totango, Vitally)
- MiniMax M2.5: churnzero first (first choices: ChurnZero, Skalin) (alternatives: Totango, Vitally)
- GPT-6 Luna: churnzero first (first choices: ChurnZero) (alternatives: Planhat, Vitally)
- Muse Glimmer 30B: churnzero first (first choices: ChurnZero) (alternatives: ClientSuccess, Custify, Planhat, Skalin, Totango, Vitally)
- Claude Haiku 4.5: vitally first (first choices: Vitally) (alternatives: ChurnZero, ClientSuccess)
- Mistral Small: neither first, one named (first choices: Skalin) (alternatives: ChurnZero, Custify, Gainsight Customer Success, Planhat, Vitally)
- DeepSeek V4 Flash: neither first, one named (first choices: Skalin) (alternatives: ChurnZero, ClientSuccess, Custify, Totango, Vitally)

## What the models said about ChurnZero

- "Avoid enterprise platforms like Gainsight or ChurnZero initially" (Kimi K2, budget prompt, hard negative)
- "Pricing Escalation... Declining Support Quality... Clunky UI" (Kimi K2, negative prompt, hard negative)
- "Don't assume it will be plug-and-play... admins handling implementation, data, and advanced features may need extra time" (GPT-6 Luna, negative prompt, soft negative)
- "I'd start with ChurnZero. It's usually the best balance of speed, usability, and core retention functionality for mid-market teams." (GPT-5.4 mini, paraphrase prompt, first choice)
- "ChurnZero is the common first choice for health scoring, real-time usage-based risk alerts and automated retention playbooks" (Muse Glimmer 30B, paraphrase prompt, first choice)
- "ChurnZero – the strongest mid-market generalist. Repeatedly called out as the strongest mid-market option in the category." (Muse Glimmer 30B, direct prompt, first choice)

## What the models said about Vitally

- "Account-Based Pricing Models (Planhat, Vitally, ChurnZero)... costs can escalate quickly without corresponding value" (Mistral Small, negative prompt, soft negative)
- "Opaque Enterprise Pricing: Mid-market teams routinely see quotes exceeding $100K/year" (Kimi K2, negative prompt, soft negative)
- "Unlike Vitally (~$299+/mo, great for growth metrics but pricier)" (Grok 4.20, budget prompt, soft negative)
- "Top pick for mid-market and fast-growing teams: ChurnZero or Vitally, depending on whether you prioritize usage-based health scoring or modern UX." (Muse Glimmer 30B, scale prompt, first choice)
- "ChurnZero or Vitally, depending on whether you prioritize usage-based health scoring or modern UX." (Llama 4 Maverick, paraphrase prompt, first choice)
- "Prioritize high-rated, user-loved options like Vitally, Custify, or Skalin" (Grok 4.20, negative prompt, first choice)

Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all fourteen models, for a mid-market B2B company; rank is within the category. Comparisons are drawn for the top eight products in each category. Published under CC BY 4.0; the output is the models' output, and nothing here is a recommendation by the index.