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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 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
The benefits of using Customer Success Management Software include the ability to:
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.
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 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.
Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as ...
ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, ...
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is a...
Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.
ClientSuccess is the relatively new customer success management platform from the relatively new company (2014) of the same name in Lehi, Utah. Dedicated to retaining a SaaS company's subscription customers, the ClientSuccess platform provides total lifecycle tracking and health scoring, integrat...
WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within...
Natero is a customer success management platform for SaaS companies that relies on machine learning to judge what customers are at risk and what customers are ready to upgrade.
Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experien...
Custify is a customer success platform designed for B2B SaaS businesses. It helps users better meet customers' needs, reduce churn and increase lifetime value. The user can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant customer...
UserIQ is a walkthrough tool that aims to empower SaaS companies to deliver what each user needs to be successful in every moment, starting with adoption. According to the vendor, key benefits include: effectively scale onboardingincrease feature usageaccelerate time-to-valueultimately drive mor...
Delighted is a tool for quickly and easily gathering real time, actionable feedback from customers via email, web or SMS. Delighted uses the Net Promoter System to measure the customer journey, and takes care of all aspects of the customer feedback process from collection and analysis, through n...
Amity is customer success software. According to the vendor Amity, senses changes in customer health or rhythms, recommends the right actions and measures effectiveness. Additionally, the vendor says Amity’s combination of real-time playbooks, intelligence and automation helps customer success or...
The technology developed by Userlane is designed to guide users through software like a GPS turn-by-turn navigation system. The vendor says this allows every user to operate even complex software on a professional level without any learning curve.Userlane includes interactive step-by-step guides,...
The ServiceSource Customer Success platform is issued by ServiceSource International, a public San Francisco based company, dedicated to reducing churn from subscription customers. To that end it contains customer engagement health metrics and alerts to bring attention to customers in jeopardy, i...
Churnspotter from relatively new (2013) French big data / machine learning company PredicSis is a customer success management platform for SaaS companies and sellers of mobile apps wanting to retain customer interest and maintain subscriptions. By integrating data from Mixpanel, Stripe, and other...
Sparked is a customer success management platform for SaaS companies that uses various intention modeling techniques to score customer loyalty and sentiment, and reduce churn.
Single Customer View from UnifiedVU is a solution allows users to unify all their customer records into one UI.
LogicBox CRM is a cloud-based customer relationship management (CRM) software built around sales force automation, lead management, and pipeline forecasting capabilities.
CustomerGauge is a software-as-a-service platform that helps clients improve customer experiences. The system automatically measures and analyzes feedback. Some key features include: Net Promoter Score, In-depth Loyalty Analytics, and Hierarchy Based Research.
Kapta is a customer success management platform with an account-based approach. The vendor describes Kapta as a key account management platform. It aims to help account managers chart out expectations and progress and report on how well goals are met for high-value customers. Kapta includes forec...
CloudCherry is a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight. CloudCherry is a customizable, easy-to-use SaaS-based product that brands can use to measure key metrics like the Net...
Strikedeck, a Medallia company is a secure SaaS platform that helps the user build and operate an effective, efficient, and scalable customer engagement program. It is a purpose-built Customer Success platform that equips CSMs with the necessary tools to create a customer-centric culture around a...
Akita is a Customer Success Management Platform designed to help you nurture, retain, and grow your customer base. The platform connects to over 100 of the leading Software-as-a-Service tools–from ActiveCampaign to Zuora–providing Customer Success Managers with one unified view of their customer ...
Ask Inline is designed to help teams create and automate customer feedback campaigns using in-app or email based NPS and CSAT surveys. This solution includes surveys, customer segmentation, feedback tagging, and automated categorization.
Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.