What is CustomerSuccessBox? An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution that could deliver ‘proactive’ customer success. Customer Success tracks product adoption to understand customer onboarding, product adoption, usage analysis, and calculating customer health scores.…
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Gainsight PX
Score 7.7 out of 10
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For SaaS products, Gainsight's product experience software enables companies to track every step of their user's journey and fully understand how they're interacting with a product over time.
$0
100 or less MAUs (Monthly Active Users)
Pricing
CustomerSuccessBox
Gainsight PX
Editions & Modules
No answers on this topic
Starter (Free)
$0
100 or less MAUs (Monthly Active Users)
Starter
Starting at $400/M
500+ MAUs (Monthly Active Users)
Growth
Custom
Per MAUs (Monthly Active Users) and more
Offerings
Pricing Offerings
CustomerSuccessBox
Gainsight PX
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
$499 per user
No setup fee
Additional Details
The pricing is different for the types of businesses to which CustomerSuccessBox caters to-
1. Grow- For businesses who want to start with the customer success initiative with a small success team
2. Business- For businesses with mature customer success practices and a large success team
3. Enterprise- For businesses who want to extend with the customer success initiative across a range of products and teams.
For more info on pricing, checkout https://customersuccessbox.com/pricing/
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More Pricing Information
Community Pulse
CustomerSuccessBox
Gainsight PX
Features
CustomerSuccessBox
Gainsight PX
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
CustomerSuccessBox
8.5
11 Ratings
2% below category average
Gainsight PX
-
Ratings
API
8.59 Ratings
00 Ratings
Integration with Salesforce.com
8.57 Ratings
00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
CustomerSuccessBox
9.4
15 Ratings
6% above category average
Gainsight PX
-
Ratings
Product usage
9.315 Ratings
00 Ratings
Help desk / support tickets
9.512 Ratings
00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
CustomerSuccessBox
9.0
15 Ratings
4% above category average
Gainsight PX
-
Ratings
NPS surveys
7.811 Ratings
00 Ratings
Sponsor tracking
9.18 Ratings
00 Ratings
Customer profiles
9.014 Ratings
00 Ratings
Automated workflow
9.514 Ratings
00 Ratings
Customer health scoring
9.313 Ratings
00 Ratings
Customer segmentation
9.515 Ratings
00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
It’s a robust tool that allows you to easily map and track key features and actions within your products. It also allows for in app communications to help guide the user through the path you want them to follow. The ability to connect with Gainsight CS also allows you to leverage that data to drive actions for the account team, incorporate it in health scoring, and use it to trigger digital programs. You do need a well thought out strategy for management of the platform, the data and how you will use it.
Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.
Gainsight PX provides powerful segmentation capabilities to help marketers target the right customers with the right message. Through its segmentation capabilities, Gainsight PX enables marketers to create custom segments based on user behavior, demographics, and other criteria to ensure that the right message is delivered to the right customer.
Gainsight PX offers robust analytics capabilities to help marketers gain insights into customer behavior and engagement. Through its analytics capabilities, Gainsight PX enables marketers to track user engagement, identify customer trends, and gain insights into customer behavior.
Gainsight PX provides an intuitive user interface to help marketers quickly and easily create and manage campaigns. Through its user interface, Gainsight PX enables marketers to create and manage campaigns with ease, allowing them to quickly launch campaigns and track their progress.
Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.
Dashboards. There is no way to provide notes to others which would be very beneficial in consuming data across a team. Lacking functionality - no resizing, no organization options, run into bugs when using it frequently, overall hard to design a layout that is easy to follow.
No way to identify what features/elements are being used but aren't tagged. This would be a huge value add.
Retention Analyzer. Default view doesnt allow for filtering and includes test data. In our case this doesnt allow for a true comparison between two segments.
Segments. You can't use segments in areas you should be able to. I shouldnt have to recreate a segment as a saved filter.
Customer success box is one of the best products we have used as it solves the main problem for us. Use tracking and adoption. The best part about various software integrations is that now we are able to track everything at one single platform with multiple reports, analytics and dashboards.
It is a good product, but like with every product, there is room for improvement or even just things I, as a user, would prefer, such as the ability to click on a company and have it go to Salesforce instead of Insight. It can also be difficult to find certain reports.
I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.
I have not had to contact support frequently but when I have I used the chat and my questions were answered immediately. I've also used their knowledge center, help documentation and training videos which are all very thorough. The support we've received from our Customer Success Manager has been helpful as well.
CustomerSuccessBox provides a great UI where I can manage all the activities related to a client in a single window. This helps to update and focus on key tasks related to the client. Small insights graph helps to quickly analyze the client's health towards our product. The customizable filters are a great help in sorting the data.
Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.
Allow us to integrate actual product usage with Salesforce.
Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.