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Client Success is a versatile software solution that aids organizations in managing client relationships and tracking customer activities. …
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What is ClientSuccess?
ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics…
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- Customer profiles (17)9.090%
- Dashboards (17)9.090%
- Customer health scoring (17)9.090%
- Automated workflow (17)8.989%
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What is ClientSuccess?
ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics needed to proactively manage customers. For…
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What is Freshsuccess?
Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats,…
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What is ClientSuccess?
ClientSuccess is a customer success growth platform built to help SaaS companies build a culture of customer success across their entire company. They vendor states they help customer success teams to better onboard, adopt, retain, and grow their customers. They present ClientSuccess as a one-stop-shop for everything a customer success team needs in order to do their job effectively - from new to renew. Further, they state they are the trusted source of customer insights and analytics for the Executive Team and the Board.
Important customer success challenges they target include:
- Data Consolidation: Most CSMs log into 4-8 apps in order to stay up-to-date with customers, we bring all the key data into a single pane of glass so your CS teams have everything they need at their fingertips.
- Lifecycle Management: Document all the key moments in the customer journey and ensure your team delivers them seamlessly.
- Customer Health Tracking: Give your CSMs and leadership team detailed insights into customer health and alert key people when things are going wrong.
- Revenue Management: Manage all your renewals, cross- & up-sells in one place and provide accurate forecasts layered with contextual customer data.
- Detailed Customer Reporting: Deliver contextual insights all the way from the front line, to the C Suite, and the board with detailed, health, revenue, and lifecycle reporting.
ClientSuccess Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Marketing emails
Customer Success Management Features
- Supported: NPS surveys
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
ClientSuccess Video
ClientSuccess Success Cycle™ helps your customer success team build and execute proactive customer success strategies. You can throw away disparate systems and spreadsheets to manage all you customer journeys from one place which gives your team actionable insights to retain ...
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ClientSuccess Competitors
ClientSuccess Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics needed to proactively manage customers. For the Executives, they deliver analytics, metrics and reports to provide a comprehensive view of the health of a SaaS business.
Reviewers rate API highest, with a score of 10.
The most common users of ClientSuccess are from Mid-sized Companies (51-1,000 employees).
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Client Success is a versatile software solution that aids organizations in managing client relationships and tracking customer activities. With its user-friendly interface and robust features, users rely on Client Success to streamline their customer success efforts, track key performance indicators, and measure account success. This platform has been praised for helping teams become more proactive in servicing customers and providing a holistic picture of account health. By leveraging Client Success, multiple teams, including customer success, product, and sales teams, can have a single snapshot of accounts, enabling them to stay organized and prioritize work effectively.
One of the prominent use cases of Client Success is solving the problem of tracking correspondence, engagement, and subscriptions in a systematic way. Users appreciate how this software centralizes critical client information and actions, providing an up-to-date snapshot of account status. This not only helps maintain accountability but also systematizes processes and allows teams to foresee any risks impacting the network's membership. Moreover, Client Success increases productivity through email automation, alerts/actions, and engagement, making it an invaluable training tool for new hires.
Another key use case of Client Success revolves around effective customer management. Users rely on this software to manage and stay on top of client interactions, concerns, and contract details. The platform streamlines account management tactics by tracking customer interactions and providing valuable insights through data analysis. By eliminating manual tracking and offering visibility into customer engagement and success initiatives, Client Success empowers teams to follow up with customers more efficiently while staying organized in their outreach efforts.
Furthermore, Client Success assists in identifying healthy clients based on various health metrics such as contract size, perceived happiness, key contacts, and renewal dates. This provides senior management with valuable assistance in decision-making processes related to customer retention strategies. Additionally, users have found that the software keeps customer success teams focused and customers engaged with the product.
While some users have reported integration issues with Salesforce that led them to stop using Client Success, overall, the experience has been positive. The software effectively captures the health of customers, reduces churn, and drives adoption and engagement. With its reasonable pricing, easy implementation, and smooth onboarding process, Client Success proves to be a valuable asset for organizations seeking to enhance their client relationships and optimize customer success efforts.
Simple and Easy-to-Use Interface: Many users have found the user interface of Client Success to be simple and easy to use, with a friendly design that was quickly learned. This has been appreciated by several reviewers who mentioned how they were able to navigate the platform without much difficulty.
Effective Customer Success Support: Several users have had positive experiences working with the customer success and support teams of Client Success. They have appreciated the prompt response of the customer service team in addressing any questions or challenges faced during the onboarding process. This has helped users feel supported and confident in their use of the software.
Comprehensive Solution for Client Management: Users have praised Client Success for providing a comprehensive solution for managing clients. The platform offers features such as email automation, pulse collection, automated emails and rules, and a Success Score feature that helps grade customers based on custom fields and usage data. These functionalities have allowed users to easily track client progress, prevent churn, and identify upsell opportunities all within one convenient dashboard.
Limitations on Integrations: Some users have mentioned limitations with regard to integrations in ClientSuccess. One specific integration that users have pointed out as missing is their support channel, Groove. This limitation can be a drawback for those who heavily rely on Groove for customer support management and would like it seamlessly integrated into ClientSuccess.
Rigid Reporting in Client Success: Reviewers express frustration with the reporting functionality in Client Success. While they acknowledge that it is robust, they find it fairly rigid and lacking in flexibility. Users are unable to fully customize reports based on certain custom variables, which limits their ability to extract specific insights and metrics from the system.
Lack of Forecasting Report: Several users have noted that there is no client forecasting report available in ClientSuccess. This absence makes generating board-facing reports more manual and time-consuming. Users would prefer a built-in feature that allows them to easily analyze and present client forecasts within the platform.
Users commonly recommend the following when using Clientsuccess:
- Use it as the main information hub on clients and to track and manage a book of clients.
- Talk through main goals with a representative before launching and have good organization skills to keep track of contract deadlines.
- Connect with the team at CS early and often to help influence the product.
- Ensure smooth integrations and set up the revenue hub.
- Have a solid understanding of your use case before implementing.
- Adopt Clientsuccess as much as possible to get value out of the product.
- Consider it a great CRM platform, especially for managing a low number of high-touch clients.
- Know where your data lives and how to get it into the system.
- Appreciate that Clientsuccess has the basics down.
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Reviews
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December 12, 2019
Taking it to the next level
ClientSuccess is being used to increase production through email automation, alerts/actions, and increasing engagement. It is being used on a few of our inbound customer service clients with hopes of expanding to other clients within the organization. The platforms ability to engage employees has been the biggest surprise win.
- Email automation was great because it integrated with current lists to easily send out.
- Alerts have become a staple at reminding our agents to stay on task and show empathy.
- The support view takes a few steps to get to the meat and potatoes.
- The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.
Our customer experience team used ClientSuccess and supporting team members. We leveraged the platform to keep track of onboarding, ongoing value stream, and renewals. It allowed us to get on paper the specific steps needed to manage a client from onboard to renewal successfully. Besides, it allowed us to prioritize our work in identifying healthy clients with various health metrics.
- Out of the box phases of client management.
- Client support and guidance.
- Easy to use interface.
- Easy to track the progress of clients.
- Easy integration with other systems.
August 07, 2019
Helping us become proactive and scale!
Score 9 out of 10
Vetted Review
Verified User
ClientSuccess is being used by our Client Success and leadership team to keep track of all moving pieces of our client relationships. We use this daily to track client lifecycle and health leading to a more proactive team.
- Ties together different pieces of information such as usage, costs, tasks, and health all into one place for easy comprehension.
- Helps me manage the ClientSuccess team and see what needs to be done client by client before churn.
- Provides an opportunity to scale our processes by applying playbooks (SuccessCycles) to each client.
- More flexibility on the usage that is shared to the platform without having to manipulate anything on our end first.
- Great reporting on Client Pulse (a manually set health metric per client) and would love to see even more reporting on overall health scores (success scores) that tie in additional information.
Score 10 out of 10
Vetted Review
Verified User
It is being used by the Customer Success Team which is just me right now. It addresses concerns about clients. The health of the client, when we last talked to them, what their concerns are, when their contract is up, etc. It has helped me to manage and stay on top of the clients to reach out when needed.
- Pulse - It is so nice to collect the pulses of my client to know if they are healthy or not. I base a lot of my interactions with clients off of pulse. It shows me how many days it's been since I last had a pulse check on someone and from there I can see if I need to reach out or not.
- Automated Emails - It's so comforting to know that my clients are being communicated to when I haven't thought to reach out to them. I have set up a lot of automated emails and rules for when they should go out and I've had a lot of clients get in touch with me from it that need.
- Success Cycles - It has allowed me to set up success cycles for the clients. Because of this, I know exactly how to train them and exactly where they're at in the training process.
- Score Card - Our company has multiple products that our clients use. There is only the option for one score card so it's hard to get an accurate health score because it's all based on one score card. It would be nice to have multiple score cards like we have multiple success cycles.
- Emails - It would be nice to be able to send emails from the platform. Also having more freedom in setting up email automation to what rules YOU want not the ones they set for you.
- Usage - we aren't able to track usage because we have multiple products. It would be nice to be able to integrate all products and be able to track usage from the platform.
July 21, 2019
A great product for memberships and networks
Score 10 out of 10
Vetted Review
Verified User
The platform is being used across the organization. We oversee a network of insurance agencies and this platform has really helped us maintain accountability, systematize processes, and foresee any risks impacting our network's membership. We've also used it internally as a training tool for new hires who need to quickly understand who our key clients are and how our relationship is structured with each firm.
- The Pulse Score is probably my favorite tool. We use that tool monthly to update key client relationships allowing us to quickly save any at-risk accounts.
- Tracking emails is small but efficient resource. We don't duplicate our work with this feature.
- The customer service is also really great. Their team has been very quick to respond to questions or challenges we've faced early on as we became comfortable with their product.
- The only update I would like to see is the ability to reuse success cycles. Once you use a success cycle, you must remove it from the account and apply it again. It would be great to reuse the cycle so we can maintain all of our notes while clients go through the same account management process each year.
July 20, 2019
Great solution for a growing company/team
Score 10 out of 10
Vetted Review
Verified User
At Game Plan we use Client Success to streamline out entire Customer Success efforts. We used client success to keep track of customer activities, set and track KPI's for each account, flag potential issues with accounts, measure account success, and the management of the entire renewal process.
It has helped us streamline and evaluate our efforts throughout the customer lifecycle and effectively management their renewal process all while evaluating CS data for our internal processes and meetings.
- Renewal management and forecasting.
- Reporting.
- Measurement of success.
- Measuring KPIs and key steps in the customer lifecycle.
- On- management.
- As a director, it helps me oversee my team more efficiently.
- Plug-ins to measure cash/payment cycles.
- Reporting that goes year-over-year.
Score 9 out of 10
Vetted Review
Verified User
ClientSuccess is the main software platform our Customer Success team utilizes. It has helped us to streamline so many of our previously inefficient account management tactics. It allows us to track our customer interactions (emails, calls, personal), renewal progress updates, understand the needs of our customers at a deeper level by using data to track our KPIs and create/keep track of to-dos to keep the customers on target.
ClientSuccess provides the tool necessary for our team to keep track of each of our accounts on an individual basis in a detailed way never before possible and allows us to stay focused and up-to-date on the over-arching customer outlook in terms of renewals and success cycles.
ClientSuccess provides the tool necessary for our team to keep track of each of our accounts on an individual basis in a detailed way never before possible and allows us to stay focused and up-to-date on the over-arching customer outlook in terms of renewals and success cycles.
- Renewal tracking/Reporting - in Customer Success this is one of the main KPIs of our industry & the way the software platform is designed allows us to easily present this important information to our CEO. The way the data is pulled so easily & in such a visual way allows us to share information that is very important to the company as a whole.
- Tracking of Customer Interactions - having email integration, the ability to track notes of calls, etc. allows me to easily reference for future interactions. This is KEY to someone who manages 30+ accounts and keeping track of what each customer's concerns or plans are.
- "Success Score" - having a way to "grade" our customers based on custom fields, embedding usage data with that score, and being able to track when customers are slipping or doing well. As customers constantly fluctuate this allows our team to be alerted of and try and stay ahead of any underlying issues.
- It takes awhile to onboard everything into the platform to make it custom to your company, for instance, still working on our side to get the usage of our system piped into ClientSuccess to get that information real-time & applied to the Success Score.
April 25, 2018
Good software - Exactly what we need and nothing more.
Currently my team is using ClientSuccess to keep track of customer engagements, and get alerts based on actions/inactions, allowing us to:
- 1. Be more proactive in servicing our customers
- 2. Get a holistic picture of account health
- UI - the tool is simple and easy to use. For the most part, everything works as expected
- Team - the CS and support teams are great to work with
- CSM DNA - the team has a great DNA and experience in customer success, which shows in their product.
- ClientSuccess could have a stronger health score capability.
- ClientSuccess' success cycles do not have dates/timelines that automatically adjust so that if one timeline gets shifted, everything "should" move, but it does not.
- The salesforce integration could be stronger.
April 24, 2018
Client Success a go!
ClientSuccess is leveraged by not only multiple layers within the Customer Success team, but used by product and sales teams as well. From a business perspective, it allows us to have a single snapshot of our accounts from renewals, to usage, to contacts, to Zendesk tickets, etc.
- Top line account usage
- Customer engagement / communication tracking
- Account health
- Renewal management
April 19, 2018
Affordable, robust solution for client management!
We currently use ClientSuccess to manage our private client network. We previously did not have a systematic way of tracking correspondence, engagement, or subscriptions and ClientSuccess solved all of those problems. I reached a number of products and found that this service was reasonable in cost and was very easy to implement. The whole process from introduction to up-and-running went very smoothly with the help of our efficient account manager.
- Allows you to search and sort easily with filters.
- Has a great "to-do" feature that lets you assign tasks to different team members.
- Easily helps keep the "pulse" of your clients so you can get real-time feedback on where you are with each account.
- I'd like to see the expansion of the reporting feature. The more ways to slice & dice data, the better!
- I'd also like to see the integration of mass email messaging with Outlook. It's something that's in beta-form that I'm looking forward to utilizing.
- Potentially integrate an accounting feature to invoice directly from the system.
April 18, 2018
Client Success Solved So Many Problems.
For our organization, we utilize Client Success across our entire Customer Success team. We use it to manage all of our current client relationships, as well as our it's analytics tools to produce documentation and reports for our investment board.
The biggest problems that Client Success solves for us is that it provides a clean, streamlined, and efficient client management system. We are able to house everything from our client contracts to their weekly or daily usage of our products.
The biggest problems that Client Success solves for us is that it provides a clean, streamlined, and efficient client management system. We are able to house everything from our client contracts to their weekly or daily usage of our products.
- Client Success allows our team to create the custom variables that we need to accurately describe and categorize our clients. This was something that was missing in our past tools, and it is extremely helpful for our team.
- Their notification and alert system help both myself and my team stay on top of meaningful triggers and tasks. The great thing is that you are able to customize when you receive a notification, as well as who else on your team should be included.
- Our company utilizes multiple contract types and income models, and Client Success has allowed us to track all of them in one location while also producing valuable reports based on each category.
- There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching.
- The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables.
- There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.
We utilized ClientSuccess on our customer success team. Ultimately, we stopped using ClientSuccess because we weren't able to get it completely integrated with Salesforce and needed the functionality that provided. I did not personally make that choice. Overall, my experience using ClientSuccess was pretty good. I wanted the search functionality to be improved, but it was easy to log calls and meetings. ClientSuccess was part of my regular day to day.
- Easy to use and intuitive.
- Support responded quickly to concerns or questions.
- Dashboard had a lot of options to get the information desired.
- For our team specifically, we had a hard time connecting with Salesforce for our renewal information.
- Searching for particular notes from a meeting or call could be improved. Usually ended up having to just scroll back to approximate dates and select each set of notes. Often there were so many emails mixed in as well that it became difficult and timely. So they may have had it, but I didn't know how to use it properly, but the ability to filter out types of interactions when searching.
June 07, 2017
CS Review
Over the past 2 yrs, our Client Strategy team has been using ClientSuccess help capture the health of our customers. I believe CS does a good job of reducing churn and help drive adoption/engagement.
- Customer journey - ClientSuccess helps visualize where a customer is in the customer journey.
- Very easy to use.
- Good Salesforce integration.
- Reporting limitations
- Slow to update information from Salesforce.
ClientSuccess is being used by our Customer Success team. We use it to track our customers on many levels including contract size, perceived happiness, key contacts, and renewal dates. Senior management reviews and provides assistance for customers that need help. We are asked to update information about our customers at least once a month.
- The product is easy to use with only a small amount of training
- I like the "My Clients" view that gives a quick snapshot of all of the important information about my clients
- I like how the "Pulse" functionality guides the user to give a status of the customer happiness and key reasons for that status
- The Success Cycle functionality is a little cumbersome and difficult to use
- The integration with Salesforce needs work. Not sure if this is a product issue or the way we implemented the product
June 05, 2017
ClientSuccess Newbie but so far so good
We use ClientSuccess across our CX team to track communications with our clients (via the email tool) as well as highlight key dates, deliverables, contract information, history of the account, and next steps in our Client Experience process. It's a one-stop shop that pulls in information from multiple sources to give an up-to-date snapshot of status and "temperature" for the multiple clients I manage. Not everything is automated with our systems and I would say an area that could use improvement might be data integration or key metric monitoring, but overall CS is a useful tool to centralize critical client information and actions.
- "Engagement" tool that tracks emails (easy reference to current state and history for things that may otherwise get lost in inboxes)
- Salesforce integration: I like that data from Salesforce is fed into my CS client page & there's a quicklink to Salesforce directly if I need more info
- "MyTeam" "My Company" , etc>>Sorting capabilities allow for easily drilling down content you want to see for clients & the ability to view status in one place
- Reporting>>I would love for some of my metrics for clients from the SAAS product we sell to be pulled in directly to CS. Currently I have to manually go in and add certain metrics because it doesn't seem like we have a way to connect/integrate this
- Tasks>>again this is a manual process that would be great to automate in some way or set reminders to input and track tasks (perhaps this is currently available and I have not utilized it or taken the time to go through a tutorial)
- Tutorials/Email reminders>>perhaps when CS sends me an email that something is missing or needs an update, they could also send the tutorial/short video references for tips, tricks, best practice of how to use that tool (I've heard the tutorials and blog are good, but I don't often go back and browse them, it would be great if these resources came in a more organic way while in the working process)
We use Clientsuccess for several different SaaS products within our organization, and have about 5 active users. Before ClientSuccess, we had extremely limited visibility on our customer engagement - all we were able to rely on to stay on top of our customer success initiatives were Salesforce fields, activities, and manual email logging. It was so time-consuming and manual keeping track of who to reach out to, and when, as well as viewing product usage and support tickets for each customer.
ClientSuccess Segments and Account pages have empowered us for those tasks, eliminating the manual Excel-sheet tracking and excessive SFDC fields. ClientSuccess Tasks and Renewals have helped us follow up with customers on schedule and keep us organized in our customer outreach and subscription management. We also have extended insight with the thorough reports that ClientSuccess offers, which is invaluable to our executive team.
- ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers.
- The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much.
- As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity.
- Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
- ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience.
- I believe ClientSuccess could also grow in accommodating for different SaaS business models - right now the playbooks they provide are very standard and don't necessarily conform to the diversity of our organization and its various products/needs.
- ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience.
- The performance of the tool (how quick it responds and syncs and bugs) could be improved as well - but I guess that could be said of any great software app!
May 18, 2017
ClientSuccess is a must see tool
We mostly use Client Success for our CSM team, and I'm sure who else would be interested... Maybe marketing or sales... ClientSuccess keeps all our CSMs on the same page. It keeps our team focused and our customers engaged. ClientSuccess keeps our CSMs focused and our customers engaged with our product. Growth can cause a company to lose sight of its customers' needs, Client Success puts a cork in that leak.
- Everything you need in one convenient Dashboard. Something I wish SalesForce would learn.
- Being able to see upsell opportunities gives our department a clear value and goal.
- Simple to use, easy to explain.
- More integrations. We do a lot of copying and pasting to various task managers, CRMs, emails, and marketing platforms.
- Reporting can feel limited at times, but we make up for it using other tools and spreadsheets in office.
- Seems a little slow at times, but it could be our customer volume.
April 12, 2016
Tracking our Customer Journey with Client Success
I use Client Success to help track and report on all activities for all of our non-solutions customers. I track key contacts, touches, Zendesk support tickets, Gmail emails, specified Salesforce fields, and contracts. It is solely being used by our customer success team (currently a team of 3). The business problem it solves is simplifying key metric reporting for account health on onboarding. It acts as our SOT for the customer success team.
- It allows us to track the "customer journey" and better understand the metrics for each segment within the journey.
- Easy reporting...the reporting functionality has enabled us to set some baseline metrics for our team to improve upon over time.
- I wish the contract edits were more customizable.