ClientSuccess vs. WalkMe

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ClientSuccess
Score 8.4 out of 10
N/A
ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics needed to proactively manage customers. For the Executives, they deliver analytics, metrics and reports to provide a comprehensive view of the health of a SaaS business.N/A
WalkMe
Score 7.6 out of 10
N/A
WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within any enterprise software, mobile application or website. Founded in 2011, WalkMe software is used by more than 1,500 enterprises globally, including over 30 percent of Fortune 500 companies.…N/A
Pricing
ClientSuccessWalkMe
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ClientSuccessWalkMe
Free Trial
NoNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
ClientSuccessWalkMe
Security
Comparison of Security features of Product A and Product B
ClientSuccess
8.2
15 Ratings
5% below category average
WalkMe
-
Ratings
Role-based user permissions8.215 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
ClientSuccess
8.4
13 Ratings
1% below category average
WalkMe
-
Ratings
API10.010 Ratings00 Ratings
Integration with Salesforce.com9.012 Ratings00 Ratings
Integration with Marketo7.32 Ratings00 Ratings
Integration with Eloqua7.32 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
ClientSuccess
8.9
16 Ratings
4% above category average
WalkMe
-
Ratings
Product usage8.414 Ratings00 Ratings
Help desk / support tickets9.412 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
ClientSuccess
8.6
17 Ratings
5% above category average
WalkMe
-
Ratings
NPS surveys7.09 Ratings00 Ratings
Sponsor tracking9.411 Ratings00 Ratings
Customer profiles9.017 Ratings00 Ratings
Automated workflow8.917 Ratings00 Ratings
Internal collaboration7.716 Ratings00 Ratings
Customer health scoring9.017 Ratings00 Ratings
Customer segmentation9.016 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
ClientSuccess
8.4
17 Ratings
3% above category average
WalkMe
-
Ratings
Customer health trends9.015 Ratings00 Ratings
Engagement analytics8.113 Ratings00 Ratings
Revenue forecasting7.614 Ratings00 Ratings
Dashboards9.017 Ratings00 Ratings
Best Alternatives
ClientSuccessWalkMe
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Pendo.io
Pendo.io
Score 8.3 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Whatfix
Whatfix
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Whatfix
Whatfix
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ClientSuccessWalkMe
Likelihood to Recommend
7.6
(18 ratings)
8.0
(29 ratings)
Likelihood to Renew
-
(0 ratings)
8.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(2 ratings)
Support Rating
10.0
(1 ratings)
10.0
(1 ratings)
User Testimonials
ClientSuccessWalkMe
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.
Read full review
WalkMe
  • New system implementation - if you're switching or upgrading systems, you can ease users through the transition by providing in-system contextual guidance, extra tips, and automating clicks they don't need to worry about.
  • Data integrity - if you have users making mistakes in the system, you can add validation with WalkMe without the need for developer time and reduce those errors and upstream problems, and related costs
  • Reducing support tickets - if you have support tickets coming through about how to do tasks in a system, you can reduce the time and cost of your support staff answering these tickets by addressing the queries with WalkMe content
  • Change management - ease users through change with guidance and provide in-system surveys
  • Onboarding - bring new users quickly up to speed with onboarding tasks
  • Automation - automate your regular processes and cut system time, freeing users up for more important tasks
  • Process/system analysis - use the analytics to track where users are dropping off in processes and making errors and address these with WalkMe content
  • User experience - make your system more user friendly
Read full review
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.
Read full review
WalkMe
  • Ease of use and getting up-to-speed in a few days only. WalkMe can be used by new users easily and quickly, yet provides a many advance features for power users to keep exploring and creating innovative solutions--there are always some things that you have not used earlier
  • Great analytics on our platform, usage and adoption by users, and surveys
  • Very friendly community of users who help each other all the time and structured upskilling programs, weekly tips keep the learning going
Read full review
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.
Read full review
WalkMe
  • Firefox plugin: The only time I use Firefox is when building a walk-thru. I would like to be able to use Chrome to build the walk-thrus.
  • Logic: Walk-thrus, Launchers, Shoutouts and walk-thru steps use different logic. I can't always fire something based on a click or URL when sometimes I would like to.
  • Design: You can use CSS to customize the look of your walk-thrus, but there isn't a way to remove the sidebar color of the walk-thrus.
Read full review
Usability
ClientSuccess
No answers on this topic
WalkMe
WalkMe has done a great job of making their tool easy to use. However because it is a Firefox plugin it causes me to need another browser and sacrifice the left 2 - 3 inches of my display, when working on a laptop this makes it a bit painful. Also when publishing you can organize your list of walk-thrus, the window size is small and limited to the constraints of the WalkMe tool.
Read full review
Support Rating
ClientSuccess
They are SUPER responsive...even for late night inquiries.
Read full review
WalkMe
The WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible
Read full review
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.
Read full review
WalkMe
My understanding is that WalkMe was selected based on its capability to support our requirements for our enterprise software. We wanted a product that allows us to provide help at the point of need, provide as little or as much help to guide the user to successfully use the product, and a product that is scalable and can support our growing capabilities.
Read full review
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.
Read full review
WalkMe
  • With a promise to help onboard, we found that as people interacted with the walk throughs they didn't get any significant value. Self-service wasn't improved, in fact, we got more complaints from the walk throughs than help from them.
  • NPS surveys were a nightmare to try and integrate with our CRM so we could action the results. Lost time and energy without much support from the WalkMe team
  • No improvement to our Product Adoption, so all cost and time and energy spent on implementation was a loss.
Read full review
ScreenShots

WalkMe Screenshots

Screenshot of Reduce support costsScreenshot of Accelerate the onboarding processScreenshot of Automate any repetitve processScreenshot of Record your users in session to gain valuable visual analytics.