Name: Certinia CS Cloud
Author: Certinia

Customer Identity and Access Management (CIAM)

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Flowchart

Text Editors

Development

Barcode

Business Intelligence (BI)

Collaboration

Supply Chain Management

Workspace Planning

Enterprise

Accounting

Digital Banking

Financial Risk Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Authentication

Cloud Storage

Data Collaboration

Data Masking

Digital Experience Monitoring (DEM)

Disk Cloning

Endpoint Security

Fraud Detection

Integration Platform as a Service (iPaaS)

Internet Security

License Management

Log Management

Network Performance Monitoring

Network Security

Operating Systems

Remote Desktop

SOA Governance

Secret Managers

Server Virtualization

Single Sign-On

Software Distribution

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Audience Intelligence

Call Tracking

Channel Management

Content Management

Data Cleansing

Domain Registration Services

Email Marketing

Marketing Automation

Product Management

Referral Marketing

Social Media Management

Social Media Monitoring

Survey & Forms Building

Video Marketing

Web Analytics

Marketing

Email Signature

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Sales

Cloud-Native Application Protection Platforms

Security Information and Event Management (SIEM)

Security

Debt Collection

Equipment Rental

Membership Management

Population Health Management

Real Estate

Rental Property Management

Vertical-Specific

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Certinia CS Cloud

Customer Success Management is concerned with proactively making sure that SaaS customers get value from their relationship with the vendor. CSM platforms typically give early warning of potential customer churn based on disparate data elements, giving the vendor time to take early action to keep the relationship on track.

Certinia elevates business growth through a complete Services-as-a-Business solution
spanning services delivery, finance, and customer success. Native to the leading cloud
platform, Salesforce, Certinia enables organizations to run a connected business, deliver
with intelligence, and achieve scalable agility. Founded in 2009 and headquartered in
San Jose, Certinia is backed by Advent International, Salesforce Ventures, and Technology
Crossover Ventures.

Certinia

Customer Data Extraction / Integration

Product usage

The software integrates with your application to track how customers are using your product.

Help desk / support tickets

The software integrates with your support desk and call center systems to track each customer’s support needs and activities.

Online customer community

The software tracks how each customer interacts with your online customer community or forum.

Billing

The software tracks where each customer stands in terms of billing and payments.

Marketing emails

The software integrates with your email marketing system to track how customers are interacting with your marketing campaigns, e.g., opens, clicks and unsubscribes.

Customer Success Management

NPS surveys

The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.

Sponsor tracking

The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.

Customer profiles

The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.

Automated workflow

The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.

Internal collaboration

The software allows members of your team to communicate and leave notes about any customer issues.

Customer health scoring

The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.

Customer segmentation

The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

Customer health trends

The software allows executives to view customer health trends over time.

Engagement analytics

The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.

Revenue forecasting

Based on customer health trends, churn rates, etc., the software can predict revenue.

Dashboards

Users can create, customize and share dashboards, which provide an overview of the most important metrics.

Customer lifetime value

The software can calculate and report on customer lifetime values.

Churn rate

The software can calculate your churn rate, or the rate at which you lose customers.

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

Role-based user permissions

Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

Integration with Salesforce.com

The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.

Integration with Marketo

The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Integration with Eloqua

The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

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Customer Success Software

Certinia CS Cloud

Overview

What is Certinia CS Cloud?