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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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Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…
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.
Attribute Ratings
Reviews
(1-18 of 18)Companies can't remove reviews or game the system. Here's why
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.