Customer Success Software

What is Customer Success Software?

Customer Success Management Software provides a set of tools to help ensure that customers achieve their desired outcomes while using a vendor’s product or service. Customer success software platforms centralize all customer data into an accessible 360-degree view of the customer. The data might include support tickets, product usage, and adoption, downloads, upsells, or other customer signals. The typical goals are decreased customer churn and increased upsell opportunities.

Customer Success Software Features & Capabilities

• Customer engagement analytics

• Product usage tracking

• Customer health scorecards

• Rules-based alerts

• Call-to-action notifications

• Rule-based workflow automation

• 360 degree customer profiles

• Role-specific dashboards

• Renewals dashboard

• Interactive report builder

• Sponsor tracking

• NPS surveys

• Customer communications

• Integration with marketing platforms

Benefits of Customer Success Software

The benefits of using Customer Success Management Software include the ability to:

• proactively find customers that need attention

• prioritize areas of response

• identify upsell and cross-sell opportunities

• optimize the customer lifecycle

• discover customer advocates

The software is primarily used by customer success managers, account managers and sales executives.

Types of Customer Success Software

Some products in this category are broader customer success management suites, offering most if not all of the above capabilities.

Other products focus on a particular area. For example, some products support customer success initiatives by enabling contextual, usage-based communication in-product. Others provide the usage statistics and segmentation capabilities that customer success managers can use to trigger communications from within other systems. (Customer success is one use case for these products; however, they are also used by other customer experience/engagement teams, such as Marketing, and are more likely to be integrated with than compete directly with full CSM suites.)

Pricing Information

Pricing is not generally available, but most platforms have a tiered model, usually based on number of users, revenue managed or accounts managed. A typical schema might charge a one-time upfront fee, and then a per seat monthly fee ranging from $50 to $200 depending on feature set.