Name: CustomerX
Author: CustomerX

Customer Engagement

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Development

Online Proctoring Software

Education

Association Management

Business Intelligence (BI)

Collaboration

Contract Analysis

Data Analytics  and BI Services

Document Generation

File Sync

Enterprise

Accounting

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Corporate Volunteering

HR Management

Payroll

Recruitment Agency

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

API Design

Asset Tokenization

Cloud Storage

Container Management

DevOps

Disk Based Backup

Fraud Detection

Hadoop-Related

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Managed Private Cloud

Network Access Control (NAC)

Network Performance Monitoring

Relational Database Management Systems

Requirements Management

SSL Certificate

Tower Servers

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Customer Loyalty Program

Digital Experience Platforms (DXP)

Email Marketing

Location Intelligence

Marketing Automation

Personalization Engines

Product Management

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Email Signature

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Sales

Cloud Access Security Brokers

Data Loss Prevention

User and Entity Behavior Analytics (UEBA)

Security

Automotive

Catering

Church Management

Estate Planning

Hotel Management

Insurance Claims Management

Law Practice Management

Multiple Listing Service (MLS)

Vertical-Specific

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CustomerX is a customer success platform designed to assist businesses in managing and enhancing customer relationships. According to the vendor, it offers a range of tools and features that enable businesses to monitor customer health, track customer journeys, conduct surveys, and improve customer engagement and usability. CustomerX is said to be suitable for businesses of all sizes, from small startups to large enterprises. It is utilized by professionals in various industries, including customer success managers, sales and marketing professionals, customer support teams, product managers, and SaaS companies.

**Health Score**: According to the vendor, CustomerX includes a Health Score feature that allows businesses to monitor the overall health and satisfaction of their customers. It enables businesses to track key metrics and indicators to assess customer success and engagement. The vendor claims that the feature helps identify potential risks or issues early on, allowing businesses to take proactive measures to address them.

**Customer Journey**: The Customer Journey feature in CustomerX enables businesses to keep track of their customers' journey over time. According to the vendor, it provides a visualization of the different stages and touchpoints in the customer lifecycle. This feature aims to help businesses understand how customers interact with their business at each stage and identify areas for improvement to optimize the overall customer experience.

**NPS and CSAT Surveys**: CustomerX offers NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys to enhance customer satisfaction and loyalty. According to the vendor, these surveys allow businesses to collect feedback from customers and measure their satisfaction levels. The vendor claims that businesses can use the survey data to identify areas of improvement and address customer pain points, ultimately making data-driven decisions to improve the overall customer experience.

**Engagement and Usability**: CustomerX provides an Engagement and Usability feature that allows businesses to track the usability and engagement of their products and services. According to the vendor, this feature provides insights into how customers are using products and services, identifying patterns and trends in customer behavior. The vendor suggests that businesses can leverage these insights to optimize user experience and drive customer engagement.

**Playbooks and Automations**: CustomerX offers automated workflows and playbooks to increase team efficiency. According to the vendor, businesses can create customized playbooks to guide their team in handling specific customer scenarios. The vendor claims that automating routine tasks and processes saves time and improves productivity, ensuring consistent and effective customer interactions.

**Integrations**: CustomerX seamlessly integrates with other tools and platforms in a business's tech stack. According to the vendor, businesses can connect and sync data from CRM, support, ERP, NPS, and email systems, consolidating all relevant customer data in one central location. The vendor suggests that this integration streamlines workflows and improves cross-functional collaboration.

Glance is a conferencing platform focused on customer engagement through visualization and collaboration.

Lite

Professional

Glance

Estate

Forest

Freshsuccess

CustomerX

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.

Customer Success

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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