What users are saying about
28 Ratings
12 Ratings
28 Ratings
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Score 7.3 out of 100
12 Ratings
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Score 9.5 out of 100

Likelihood to Recommend

ClientSuccess

Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
Cameron Kinney | TrustRadius Reviewer

Planhat

Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating.
I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
Matthew Wheeler | TrustRadius Reviewer

Feature Rating Comparison

Security

ClientSuccess
8.2
Planhat
9.2
Role-based user permissions
ClientSuccess
8.2
Planhat
9.2

Platform & Infrastructure

ClientSuccess
8.4
Planhat
9.5
API
ClientSuccess
10.0
Planhat
9.3
Integration with Salesforce.com
ClientSuccess
9.0
Planhat
9.6
Integration with Marketo
ClientSuccess
7.3
Planhat
Integration with Eloqua
ClientSuccess
7.3
Planhat

Customer Data Extraction / Integration

ClientSuccess
8.9
Planhat
9.2
Product usage
ClientSuccess
8.4
Planhat
9.3
Help desk / support tickets
ClientSuccess
9.4
Planhat
9.1

Customer Success Management

ClientSuccess
8.6
Planhat
9.3
NPS surveys
ClientSuccess
7.0
Planhat
9.6
Sponsor tracking
ClientSuccess
9.4
Planhat
9.1
Customer profiles
ClientSuccess
9.0
Planhat
9.3
Automated workflow
ClientSuccess
8.9
Planhat
8.8
Internal collaboration
ClientSuccess
7.6
Planhat
9.0
Customer health scoring
ClientSuccess
9.0
Planhat
9.6
Customer segmentation
ClientSuccess
9.0
Planhat
9.9

CSM Reporting & Analytics

ClientSuccess
8.4
Planhat
9.4
Customer health trends
ClientSuccess
9.0
Planhat
9.5
Engagement analytics
ClientSuccess
8.1
Planhat
9.3
Revenue forecasting
ClientSuccess
7.5
Planhat
9.3
Dashboards
ClientSuccess
9.0
Planhat
9.3

Pros

ClientSuccess

  • ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers.
  • The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much.
  • As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity.
  • Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
Anonymous | TrustRadius Reviewer

Planhat

  • Customer support and onboarding experience is really smooth, straightforward, and fast.
  • Dashboards have been really powerful for customer and business intelligence.
  • Management reporting in real time.
Anonymous | TrustRadius Reviewer

Cons

ClientSuccess

  • The support view takes a few steps to get to the meat and potatoes.
  • The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.
Vincent Springer | TrustRadius Reviewer

Planhat

  • Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd.
  • The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.
Erin Gracyalny | TrustRadius Reviewer

Usability

ClientSuccess

No score
No answers yet
No answers on this topic

Planhat

Planhat 9.2
Based on 4 answers
Planhat is an easy-to-use, intuitive software that didn't take long to set up and learn. We are able to view powerful, rich data in dashboards that break everything down so comprehensively. The support team is always there to help and is very quick to respond in live chat--so if you do have an issue or are unsure of how to use a feature, you will more than likely get an immediate response to your query, while still in the platform.
Nicole Brennan | TrustRadius Reviewer

Support Rating

ClientSuccess

ClientSuccess 10.0
Based on 2 answers
They are SUPER responsive...even for late night inquiries.
Cale Conry | TrustRadius Reviewer

Planhat

Planhat 9.8
Based on 4 answers
Planhat support is excellent. We have a dedicated resource allocated to work with us, and he is extremely knowledgeable, articulate and responsive. The wider support team at Planhat is also very good, responding quickly to any issues logged. As an end-user, you can chat with Planhat support if you encounter any issues or have any questions, and they have always helped me.
Matthew Wheeler | TrustRadius Reviewer

Alternatives Considered

ClientSuccess

HubSpot is excellent as it was an easy expansion from the sales and marketing work we were using it for. It meets our needs but isn't entirely as geared towards customer success like ClientSuccess. ClientSuccess has more bells and whistles that are out of the box vs. HubSpot, where the capabilities may exist but require a little more leg work.
Anonymous | TrustRadius Reviewer

Planhat

Planhat was the most agile and easy to use software, while still having unique and powerful features that allowed us to really customize the software around our organization and needs. Planhat is more than a Customer Success tool in essence and adds tremendous value and flexibility over its competitors.
Anonymous | TrustRadius Reviewer

Return on Investment

ClientSuccess

  • Within the first week, leadership was able to have more visibility into the lifestage and health score of each client
  • We needed to become more proactive as an organization and this platform has allowed us to do so with real-time metrics and reporting.
  • We needed to find a way to scale our approach, especially as our Client Success organization continues to grow, and this is already helping.
Samantha Berquist | TrustRadius Reviewer

Planhat

  • Better visibility into customer health, which led to more proactive reach outs to accounts at high risk.
  • Better renewal visibility by being able to surface upcoming renewal accounts and proactively reach out to provide value ahead of time.
Erin Gracyalny | TrustRadius Reviewer

Screenshots

Pricing Details

ClientSuccess

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Planhat

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

ClientSuccess
7.6
Planhat
9.6

Usability

ClientSuccess
Planhat
9.2

Support Rating

ClientSuccess
10.0
Planhat
9.8

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