ClientSuccess

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.