CustomerSuccessBox vs. Zoho CRM Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CustomerSuccessBox
Score 9.5 out of 10
Mid-Size Companies (51-1,000 employees)
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.…N/A
Zoho CRM Plus
Score 8.3 out of 10
N/A
Zoho Corporation offers Zoho CRM Plus, a customer experience management platform that features a virtual AI assistant, process automation and business rules engine, and customer behavior analytics.
$59
per month per user
Pricing
CustomerSuccessBoxZoho CRM Plus
Editions & Modules
No answers on this topic
Basic
$57
per month per user
Offerings
Pricing Offerings
CustomerSuccessBoxZoho CRM Plus
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup Fee$499 per userNo setup fee
Additional DetailsThe 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/
More Pricing Information
Features
CustomerSuccessBoxZoho CRM Plus
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
CustomerSuccessBox
8.5
11 Ratings
1% below category average
Zoho CRM Plus
-
Ratings
API8.59 Ratings00 Ratings
Integration with Salesforce.com8.57 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
CustomerSuccessBox
9.4
15 Ratings
8% above category average
Zoho CRM Plus
-
Ratings
Product usage9.315 Ratings00 Ratings
Help desk / support tickets9.512 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
CustomerSuccessBox
9.0
15 Ratings
8% above category average
Zoho CRM Plus
-
Ratings
NPS surveys7.811 Ratings00 Ratings
Sponsor tracking9.18 Ratings00 Ratings
Customer profiles9.014 Ratings00 Ratings
Automated workflow9.514 Ratings00 Ratings
Customer health scoring9.313 Ratings00 Ratings
Customer segmentation9.515 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
CustomerSuccessBox
8.8
15 Ratings
7% above category average
Zoho CRM Plus
-
Ratings
Customer health trends9.313 Ratings00 Ratings
Engagement analytics8.614 Ratings00 Ratings
Revenue forecasting8.29 Ratings00 Ratings
Dashboards9.315 Ratings00 Ratings
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CustomerSuccessBoxZoho CRM Plus
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Score 8.8 out of 10
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Score 8.9 out of 10
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Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
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Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
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Score 9.3 out of 10
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User Ratings
CustomerSuccessBoxZoho CRM Plus
Likelihood to Recommend
9.5
(15 ratings)
6.9
(53 ratings)
Usability
9.3
(15 ratings)
7.2
(18 ratings)
Support Rating
9.3
(15 ratings)
7.7
(42 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.2
(16 ratings)
Professional Services
-
(0 ratings)
7.9
(4 ratings)
User Testimonials
CustomerSuccessBoxZoho CRM Plus
Likelihood to Recommend
Customer Success Box
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!!!!!
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Zoho
Starting with campaigns, once we send the campaign out, prospects who open it are moved into the sales funnel; the sales team then calls or emails the prospect. Our VOIP works in conjunction with Zoho CRM Plus, so phone calls are logged into the contact. And generates another call, letter, or appointment with the client on the Zoho calendar. Emails are sent through Gmail since Zoho CRM Plus does not work with Gmail. The client's email must be copied and pasted into Gmail. (responses are tracked in the Zoho CRM Plus). Once the sales team meets with the client and starts the process, it turns into an "opportunity" where all stages in the sale are tracked. We mail merge the contact info to the correct letter template, then download it into "Word," where the letter is proofed and corrected as necessary (Zoho merge does not allow you to work in "Word" 2019). When finalized, it is then uploaded back into Zoho CRM Plus under the Opportunity. The sale then continues through the process, and once signed off on, all the details of the job are logged into the Zoho CRM Plus. When the job is completed and closed out, Zoho CRM Plus automatically sends the client a thank you email. The client will then can biannual automatic emails reminding them to set up their bi-annual inspection.
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Pros
Customer Success Box
  • 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.
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Zoho
  • Zoho CRM Plus is very good at automating many functional areas of our company including: sales, marketing, operations, and engineering. It is functionally rich, and matches the functionality we used to have with Salesforce.com, but at a much more reasonable cost.
  • Zoho CRM Plus is easily "configured" to match our business processes. The ability to configure the user interface is very good, and the "BluePrint", custom functions, and reporting allow us to automate our unique operational needs.
  • The buying process for Zoho CRM is extremely friendly. You can switch between software types from basic CRM to Zoho CRM +. You also can pay monthly, or annually, and don't have to purchase months before your renewal dates and get pestered by sales people.
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Cons
Customer Success Box
  • Health aggregation delay can be improved.
  • 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.
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Zoho
  • Managing attachments. Limited space for each user and you can’t easily delete attachments in bulk so if you reach your limit it becomes expensive to buy more space or labor-intensive to find and delete attachments manually.
  • You can’t filter accounts by their related module fields. For example, in list view, filter all accounts with more than one contact.
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Usability
Customer Success Box
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.
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Zoho
I personally started off as a CRM novice. But in a matter of 2 months, I was writing my own custom workflows, playing with modules and fields, and training my sales and operations teams to manage leads and accounts. Simply put, the system is intuitive after a brief introduction. The level of customization is staggering until you change your mindset. Zoho CRM Plus excels where you're able to attack your goals as problems already solved in the platform — you just need to locate the feature to make what you want to happen... happen! I equate it to the Adobe Creative Suite. You don't pick the fun filter before you lay out what exactly you want to draw. With that mindset intact, you can dial in the system to meet your and your team's needs based on your proposed SOLUTIONS, not just leaning heavily into a single feature to "force" some ROI.
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Support Rating
Customer Success Box
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.
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Zoho
Every account representative I have worked with has been extremely helpful and nice. You can tell the account reps and support staff truly care about the product and want to provide you with the resources that you need. The response time is also fast for support inquiries and that has been a massive help for us.
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Alternatives Considered
Customer Success Box
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.
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Zoho
I utilize HubSpot to gather data based on IP addresses from customers who visit our website. I do not use Zoho CRM for forms since the customization is clunky to design. HubSpot collects account data from the form and that helps me evaluate to sales potential of that account. Then I use Zapier to Zap the info into Zoho. Zoho CRM then is used to reach back out to the customer and begin tracking interactions
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Contract Terms and Pricing Model
Customer Success Box
No answers on this topic
Zoho
I would recommend that module wise update feature be opened up, for free to an additional 50-75% of paid users. These users can be restricted to work on a single module to update information only where they do not cross over multiple modules
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Professional Services
Customer Success Box
No answers on this topic
Zoho
I already discussed this prior with the Enterprise Support. But them aside, I'd be remiss if I didn't mention Zoho is committed to connecting their userbase together. Within a month or two of using the product, we were told about Zoho User Groups. We had one right in my backyard (Chicago). I was able to both attend a meeting (pre-covid), and then stay in touch in an integrated Cliq channel. I always have power-users at my fingertips to ask quick questions. That Zoho makes it a point to keep these connections, and empower them... makes my life easier when inevitable "wants" pop up.
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Return on Investment
Customer Success Box
  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
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Zoho
  • The ROI is significantly positive due to the comprehensive set of modules available.
  • Positive: My clients have better Dashboard data developed through Zoho Analytics than they do even though they use Salesforce. Also, Zoho CRM Plus can integrate with Salesforce or other system either through their own integrations or from Zapier.
  • Campaigns allows me to target specific prospects via HTML emails, and complete tracking. This is a complement to the more shotgun approach of social media,
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ScreenShots

CustomerSuccessBox Screenshots

Screenshot of 360 Degree View 

A fully integrated customer success platform that connects with your CRM, Helpdesks, Billing system, customer engagement system, and even your homegrown systems to provide customer success managers a complete 360-degree view of each account.Screenshot of Actionable Platform

No more juggling between tools, get all customer communication in one place. You get the ability to send emails, make calls and manage tasks from inside the customer success platform. CSMs take preemptive measures to engage with accounts with average or poor health.Screenshot of Segmentation

Customer Segmentation is done based on revenue generated/MRR (Enterprise-Mid market-SMBs or Tier 1-Tier 2-Tier3), location (US, Asia, EMEA, ANZ, etc), Product used or plans opted for, etc.Screenshot of Playbooks 

Time-bound playbooks are created to manage tasks to onboard, increase product adoption, renewals, and upsells.  Playbooks help in creating an Ideal Customer Journey along with various Tasks, Outcomes & Milestones

Zoho CRM Plus Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of