Customer Success Software

TrustRadius Top Rated for 2023

Top Rated Products

(1-3 of 3)

1
Intercom

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without…

2
Totango

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that…

3
ChurnZero

ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization,…

All Products

(26-50 of 89)

26
SentimarQ
0 reviews

SentimarQ (Sentiment Analysis Tool) is designed as a one-stop solution to analyze and work upon ever-expanding customer data sets, spread across social media platforms, online review panels, sites, surveys-internal and external. It is presented as a way to listen to customer sentiments,…

27
Squelch
0 reviews

Squelch, headquartered in Redwood City, offers their eponymous customer success and customer support tool, which aggregates data from a variety of sources (e.g. Box, Jira, etc.) to provide a complete picture of customer application or product usage, providing guidance for customer…

28
Elevio by Dixa

The Elevio knowledge platform, now from Dixa (acquired February 2021) is designed to intelligently deliver contextual content to customers. Elevio acts as a 24/7 automated support team, intelligently delivering in-app help to the right customer at the right time, and actively deflecting…

Explore recently added products

29
Stagebase
0 reviews

Stagebase is a customer success platform that helps customer success managers at every stage from onboarding and adoption to engagement and renewals. Stagebase boasts a proactive approach that automates customer communication, provides real-time customer insights/analytics, and…

30
MarbleFlows
0 reviews

Gamified onboarding and engagement software, that serves the purpose of creating engaging user flows to: - increase monthly active users - reduce churn - increase product engagement - increase revenue. The software platform most benefits Customer Success Managers, Product Teams…

31
Retain.ai
0 reviews

Retain is a Customer Insights Engine (CIE) that delivers a system for identifying and sharing customer teams’ best habits that drive revenue and retention. Sitting naturally in a team's workflow, Retain enables everyone responsible for engaging customers to make data-driven decisions…

32
Gyde
0 reviews

Gyde is a digital adoption platform that helps users of various software applications in using them effectively & successfully. Gyde is designed to enable anyone with a basic understanding of using the internet to create step-by-step walkthroughs & help articles that assist…

33
Newired
0 reviews

Newired is a digital adoption solution designed to allow companies and organizations to create seamless, smooth, and positive experiences for users, with interactive, step-by-step guidance or tooltips. With Newired, users are guided through the completion of tasks and processes, even…

34
Magentrix Customer Success

Magentrix customer success is a solution with case management, knowledge base, FAQ and social collaboration capabilities. Launch a customer portal in days without depending on developers or complex coding. The product offers: Branded portals: custom themes allow companies to provide…

35
Akita
0 reviews

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…

36
Sparked
0 reviews

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.

37
Churnspotter
0 reviews

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,…

38
ServiceSource Customer Success

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…

39
UnifiedVU Single Customer View

Single Customer View from UnifiedVU is a solution allows users to unify all their customer records into one UI.

40
Logicbox CRM
0 reviews

LogicBox CRM is a cloud-based customer relationship management (CRM) software built around sales force automation, lead management, and pipeline forecasting capabilities.

42
Lou
0 reviews

43
Bolstra
0 reviews

44
Prime AI
0 reviews

45
eBanqo
0 reviews

46
Chaty
0 reviews

48
CrowdPower
0 reviews

49
Tiflux
0 reviews

50
Cami.AI
0 reviews

A customer success platform that lets teams focus on customers and scaling customer love rather than on systems. Cami is designed to help build and maintain consistent revenue. Cami.AI leverages Machine Learning and Artificial Intelligence to help bridge the gaps between all the…

Customer Success Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Learn More About 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. These tools help internal customer success, service, and marketing teams monitor customer activity and sentiment to better understand overall customer account health.

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, increased customer satisfaction (usually measure by an NPS score), and increased upsell opportunities.

Customer Success Software Features

Some customer success software will include all of the features below, while others may focus specifically on one area of customer success tracking or monitoring.

  • 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 potential brand advocates for use in customer stories/case studies
  • identify upsell and cross-sell opportunities
  • optimize the customer lifecycle
  • Maximize customer satisfaction and customer loyalty

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.

Customer Success Software Comparison

  1. CRM vs. Customer Success: does your team need a comprehensive customer success management solution, or are you looking for something that could be built-out in a pre-existing CRM with a little bit of consulting help? Same teams can easily achieve all they would gain from a customer success software by further instrumenting their CRM (and saving money on a customer success platform in the process). However, companies that have a large volume of accounts, a large amount of revenue, or an overall complex customer success lifecycle will likely benefit from investing in customer success software.
  2. Information organization: this type of software might be a better investment for teams that need to organize and centralize a bunch of customer data from multiple different sources. These platforms are great at taking disparate streams of customer data and pulling them into one hub for customer success managers, marketers, and salespeople to view and analyze. But if your team doesn’t have a need to better organize disparate sources of customer data, some of these platforms may not be worth the money.

Pricing Information

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

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Frequently Asked Questions

What does customer success software do?

Customer success software is designed to help businesses monitor how happy customers are with their products or service. They also give customer success and marketing teams a view of customer activity on their platform or application. Most tools include features like customer engagement tracking and analytics, notifications or alerts, in-product calls-to-action (CTAs), customer account health scoring, and customer profiles.

Why do I need customer success software?

Customer success software is great for teams that are building out their customer success/service function, need to gain a deeper understanding of customer sentiment and satisfaction, or that have a large volume of customer data that needs to be centralized and turned into actionable insights.

Some key benefits of using customer success software include:

  • Finding customers that need help or attention
  • Identifying future brand advocates
  • Look for up-sell and cross-sell opportunities
  • Record and track customer satisfaction over time
  • Get direct customer feedback
  • Engage with customers on a more regular basis

What are the best customer success platforms?

According to end-user feedback on TrustRadius, the top-rated customer success software platforms include:

People looking for customer success software on TrustRadius compare the products above with other tools like Salesforce, Pendo.io, ClientSuccess.

How much does customer success software typically cost?

Most vendors that provide customer success software don’t display pricing publicly on their website. Though most platforms follow a subscription-based pricing model that charges either monthly or annually. The cost typically varies depending on the number of seats required, the number of accounts being managed, or the amount of revenue being managed.