TrustMaps are two-dimensional charts that compare products based on satisfaction ratings and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.
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 provides a Customer Success Management solution, to proactively manage retention, reduce unexpected churn and identify upsell opportunities by leveraging “big data” analytics across sales data, usage logs, support ticket, surveys and other sources of customer intelligence. Gainsight cu...
ChurnZero provides customer success software targeted for growing SaaS and subscription businesses. Founded in 2015, ChurnZero is based in Arlington, VA.
Totango delivers a comprehensive customer success solution for recurring revenue businesses by taking a data-driven approach to nurturing customers, accelerating product adoption and ROI, and maximizing lifetime revenue from customers.Totango says it has a unique, differentiated way to manage cus...
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 the pioneer of the Digital Adoption Platform (DAP) — an enterprise-class guidance, engagement, insights and automation platform that helps companies -- across industries and all sizes -- get the most out of their digital assets.
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.
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...
The Freshworks Inc product family includes Freshdesk (Customer Support Software), Freshservice (IT Service Management Software), Freshsales (Sales CRM Software), Freshcaller (Call Center Software), Freshteam (Applicant Tracking Software), Freshchat (Customer Messaging Software) and Freshmarketer ...
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...
Delighted Inc. provides NPS software for companies to measure customer sentiment and collect product feedback. The company is based in Palo Alto, California, and was founded in 2013.
Amity provides Customer Success software. Amity, senses changes in customer health or rhythms, recommends the right actions and measures effectiveness. The combination of real-time playbooks, intelligence and automation helps customer success organizations scale quickly and efficiently.Since 201...
Automate customer onboarding and employee training with step by step interactive walkthroughs. Userlane is a guidance layer that goes on top of any browser-based application to steer users step-by-step through processes in real time.
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.
UnifiedVU was founded in 2014 and is based in the UK.
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 provides a key account management platform that is designed to help companies run customer success programs with an account-based strategy. The company was founded in 2012 and is headquartered in Boulder, CO.
Cloudcherry is a real-time, Omni-channel Customer Experience Analytics & Sentiment Mapping product that helps customer-facing brands track, measure & improve Customer Delight, using the customizable, easy-to-use SaaS-based solution.
Medallia is a leading customer experience management (CEM) SaaS company. Founded in 2001, the company is trusted by some of the world’s top brands -- including Verizon, Macy’s, Sephora, Honeywell, Wells Fargo, Sony, Four Seasons, Sodexo, and Best Western -- to create experiences that customers lo...
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 provides a solution for gathering customer feedback that includes in-app or email based NPS and CSAT surveys.
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.