What users are saying about
12 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 6.4 out of 100
Based on 12 reviews and ratings
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.9 out of 100
Based on 17 reviews and ratings
Feature Set Ratings
- Freshsuccess ranks higher in 1 feature set: Security
- Planhat ranks higher in 4 feature sets: Platform & Infrastructure, Customer Data Extraction / Integration, Customer Success Management, CSM Reporting & Analytics
Security
10.0
Freshsuccess
100%
8.9
Planhat
89%
Freshsuccess ranks higher in 1/1 features
Freshsuccess ranks higher in 1/1 features
Role-based user permissions
10.0
100%
5 Ratings
8.9
89%
10 Ratings
Platform & Infrastructure
7.1
Freshsuccess
71%
9.1
Planhat
91%
Freshsuccess ranks higher in 2/4 features
Freshsuccess ranks higher in 2/4 features
API
7.2
72%
5 Ratings
8.8
88%
8 Ratings
Integration with Salesforce.com
7.2
72%
6 Ratings
9.5
95%
6 Ratings
Integration with Marketo
7.0
70%
1 Rating
N/A
0 Ratings
Integration with Eloqua
7.0
70%
1 Rating
N/A
0 Ratings
Customer Data Extraction / Integration
8.6
Freshsuccess
86%
8.8
Planhat
88%
Freshsuccess ranks higher in 1/2 features
Freshsuccess ranks higher in 1/2 features
Product usage
8.1
81%
6 Ratings
8.9
89%
10 Ratings
Help desk / support tickets
9.1
91%
5 Ratings
8.7
87%
8 Ratings
Customer Success Management
7.1
Freshsuccess
71%
9.0
Planhat
90%
Planhat ranks higher in 7/7 features
Planhat ranks higher in 7/7 features
NPS surveys
7.0
70%
2 Ratings
9.4
94%
9 Ratings
Sponsor tracking
7.0
70%
1 Rating
9.1
91%
6 Ratings
Customer profiles
7.1
71%
5 Ratings
8.9
89%
10 Ratings
Automated workflow
8.0
80%
6 Ratings
8.4
84%
10 Ratings
Internal collaboration
5.3
53%
5 Ratings
8.4
84%
10 Ratings
Customer health scoring
8.1
81%
6 Ratings
9.3
93%
10 Ratings
Customer segmentation
7.2
72%
5 Ratings
9.8
98%
10 Ratings
CSM Reporting & Analytics
7.4
Freshsuccess
74%
8.9
Planhat
89%
Planhat ranks higher in 4/4 features
Planhat ranks higher in 4/4 features
Customer health trends
9.1
91%
6 Ratings
9.2
92%
9 Ratings
Engagement analytics
7.0
70%
6 Ratings
8.8
88%
9 Ratings
Revenue forecasting
4.4
44%
4 Ratings
8.5
85%
6 Ratings
Dashboards
9.1
91%
6 Ratings
9.1
91%
9 Ratings
Attribute Ratings
- Planhat is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
6.3
Freshsuccess
63%
6 Ratings
9.3
Planhat
93%
10 Ratings
Usability
Freshsuccess
N/A
0 Ratings
9.2
Planhat
92%
4 Ratings
Support Rating
Freshsuccess
N/A
0 Ratings
9.7
Planhat
97%
4 Ratings
Likelihood to Recommend
Freshsuccess
Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
Marketing Manager – Technology
Kudos®Computer Software, 11-50 employees
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.
Customer Success Manager
PexipTelecommunications, 201-500 employees
Pros
Freshsuccess
- Love the accounts view to see all my accounts, their health and some helpful stats!
- The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
- In the account, you can link to other documentation, which is great!

Verified User
Account Manager in Customer Service
Computer & Network Security Company, 201-500 employeesPlanhat
- 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.

Verified User
Executive in Sales
Marketing & Advertising Company, 1-10 employeesCons
Freshsuccess
- Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
- Automatically triggered emails based on certain usage.

Verified User
Director in Customer Service
Marketing and Advertising Company, 11-50 employeesPlanhat
- 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.
Customer Success Manager
NitroInformation Technology & Services, 201-500 employees
Pricing Details
Freshsuccess
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Planhat
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Usability
Freshsuccess
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.
Customer Success Manager
OnBrandMarketing & Advertising, 1-10 employees
Support Rating
Freshsuccess
No score
No answers yet
No answers on this topic
Planhat
Planhat 9.7
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.
Customer Success Manager
PexipTelecommunications, 201-500 employees
Alternatives Considered
Freshsuccess
I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.

Verified User
Employee in Customer Service
Computer & Network Security Company, 201-500 employeesPlanhat
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.

Verified User
Vice-President in Sales
Internet Company, 1001-5000 employeesReturn on Investment
Freshsuccess
- Visibility - We can now see in one place the many dimensions of customer health
- Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
- Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Customer Success Manager
VividCortexComputer Software, 11-50 employees
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.
Customer Success Manager
NitroInformation Technology & Services, 201-500 employees