ClientSuccess vs. XaitPorter

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.

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XaitPorter is ideal when a large document, containing many (preferably independent) sections is being created by more than five writers across different office locations and is subject to review by multiple reviewers and requires formal approval. It is particularly suited for external documents which are to be delivered as a non-editable PDF file.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• 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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• This tool gives us the opportunity to work together. We always work in the last revision.
• We can write comments as we go along and all involved will see it straight away.
• We can structure it the way we want/our the way customer wants it and print the whole book in one go. We are sure that pictures/text/tables are where they are supposed to be (they have not moved around the document as it does when using Microsoft Word).

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• 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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• It would be helpful to improve functions used to organize and reorganize sections. They work fine, but could be retooled for ease of use. Simple drag-drop over the tree-view from the primary navigator (not only in the dedicated dialog for reordering sections) would be very good. It would be good to support simple flagging or tagging of sections to indicate whatever is meaningful to the user (e.g., to flag a section as imported text that needs formatting, or a section that is high priority for review). The icons do change to indicate predefined workflow states (e.g. approved), but there isn't support for a user-defined tag, perhaps with the ability to filter by tag as many newer applications can do. That would be handy. These aren't criticisms so much as product enhancement suggestions.
• The editor is ok but could be tuned up a bit. For example, styles in the toolbar dropdown apply only to the whole paragraph. It's hard to indent text. The button tool doesn't consistently remove the button attribute on an existing button; works sometimes, sometimes not. Little stuff. Overall it's adequate for text creation.
• The process of defining templates and styles appears to be a black art. While it's something you don't do often, it should be simplified and better exposed to ordinary admins.
• The ability to have more than one section open at a time in the editor would be fantastic. Great productivity tool.
• Word import/export could be cleaner.
• The ability to export to html with user-defined style sheets would open new markets for Xait. If the product had that, we'd use Xait to maintain our online help site too.
• The ability to link to externally stored images rather than lock them inside the Xait library would be huge, as we've expressed to the support team. We manage hundreds of images (diagrams, screen shots etc.) that are used throughout the company, not just for Xait documents. We would like to store them on a file system (e.g. Dropbox) and have them update into Xait automatically when the master copy is modified. This is a very important capability, though in fairness we didn't find it in other products either. Explicit support for Dropbox/Google Drive/Box would be one way, but dynamic linking a la Microsoft Word would be fine, maybe even better.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

There are too many positive aspects versus negative.

We find it to be intuitive to use with a simple menu and right-click based functionality in place.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

XaitPorter is always there even though we have issues with outages (suddenly the network does not work, but that is internal issue)

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Our reports/Tenders complete in a reasonable time frame, actually faster than Word. We have not integrated with other systems or softwares.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

They are SUPER responsive...even for late night inquiries.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

They have a clear method for reporting any issues and work hard to get a resolution, keeping me informed of progress.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

He was really good. He came from Xait and trained us for several days. He got all involved and answered the questions asked. He was a professional trainee

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

The online training was really good. They know the way of getting people involved and they answered all questions asked. They were there for us.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

I was really satisfied with the implementation

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The standard product for many years has been Microsoft Word. Some have tried to use SharePoint as a collaborative tool, but it is not suited for the purpose and is generally very user un-friendly. It is not intuitive and we have very few persons with any competency in it. Porter is easy to pick up and the new interface is very intuitive, and the way that Porter works removes many of the typical layout and formatting choices that made Microsoft Word so difficult for the average employee. It also greatly simplifies and reduces the amount of corrective work that tender support staff used to have to do. We are not aware of any product in the market that comes close to Porter. It is an ideal product that was purpose built for collaborative writing.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

I just love the system

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• 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.

• Too soon to tell. Right now we're still at the near end of the value chain - it still seems expensive given the outputs to date. But we have a lower proposal volume than some companies, so you need to factor that in.
• Also, the named user licensing is restrictive and problematic in a small company where people perform multiple roles and may dip in and out of the proposal development process over a period of weeks or months. A concurrent user model would be much, much better for us, though I understand you'd need to figure out a way to handle email notifications.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info