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What is Planhat?

Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.

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Recent Reviews

TrustRadius Insights

Planhat is a versatile tool that caters to various teams and departments within organizations. The Customer Success Manager team at Pexip …
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A must have for CS!

10 out of 10
May 15, 2020
Planhat is a must have for a customer success org. It is easy to use, fast to implement. The customer 360 view is incredibly insightful. …
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Great customer success platform

10 out of 10
May 06, 2020
We use Planhat across the global customer success, customer experience organization. It is also used by sales and customer success …
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Very flexible CS platform!

10 out of 10
April 29, 2020
Planhat is used in our customer success, account managment, and business ops teams. Planhat is not only our CS tool but our source of …
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Fantastic Customer Success Software

10 out of 10
April 20, 2020
Planhat is used in the customer success teams, customer growth teams, Ops and leadership.
It's the main tool used for our teams to ensure …
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Popular Features

View all 16 features
  • Customer profiles (11)
  • Internal collaboration (11)
  • Product usage (11)
  • Automated workflow (11)

Reviewer Pros & Cons

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What is Planhat?

Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.

Entry-level set up fee?

  • No setup fee


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is Gainsight CS?

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

Avg 8.7

Platform & Infrastructure

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

Avg 8.6

Customer Data Extraction / Integration

Customer data extraction / integration

Avg 8.7

Customer Success Management

Customer Success Management

Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

Avg 8.2
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Product Details

What is Planhat?

Planhat is a Customer Success Platform built to make Customer Success simple.

Planhat helps users to reduce churn, upsell more, drive user engagement and maximize the lifetime value of customers.

Planhat is built for everyone from the CS rep to the C-Suite, with the functionality and features expected of a modern Customer Success Platform - but the vendor states its difference is in its design, usability and speed to implement.

Planhat Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • 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

Planhat Screenshots

Screenshot of Insights identify outliers in a portfolio to help users understand risks and opportunities.Screenshot of Displays clients through any filter to shows only the information that matters.

Planhat Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.

Gainsight CS, ChurnZero, and ClientSuccess are common alternatives for Planhat.

Reviewers rate Customer profiles and Internal collaboration highest, with a score of 10.

The most common users of Planhat are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings


Community Insights

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!

Planhat is a versatile tool that caters to various teams and departments within organizations. The Customer Success Manager team at Pexip relies on Planhat as their primary tool for storing customer information, tracking usage trends, and managing the renewals process. By utilizing Planhat's reporting capabilities, the team effectively manages upcoming renewals within the next 120 days, identifying risks, spotting upsell opportunities, and forecasting churn. Furthermore, Playbooks tailored to different stages of the customer lifecycle, such as onboarding, upselling, and churn risk management, are created and assigned to customers as needed.

Apart from the Customer Success Manager team, the Solutions Architect team at Pexip also benefits from Planhat by having read-only access to quickly access customer information. This feature enables them to have a comprehensive view of each client before meetings. Additionally, Planhat's portal feature offers a customized onboarding experience for new customers by allowing document uploads and sharing related to the onboarding process.

Planhat has proven to be a valuable tool for Nitro's CSM team as well. Being the first tool of its kind implemented by Nitro, it provides valuable insights into customer health profiles and streamlines various processes. Moreover, Planhat serves as an early warning system that facilitates proactive customer reach-outs before they express dissatisfaction or seek help.

Overall, Planhat's features like customer health scores, renewal management, analytics, and open API integration contribute to reducing churn, identifying up-sell opportunities, enhancing collaboration and engagement across multiple departments. It acts as a single source of truth for customer data and helps prioritize efforts effectively. Planhat receives positive feedback from users due to its intuitiveness and ease of use in improving processes and delivering an enhanced customer experience.

Users recommend doing thorough research before implementing Planhat, ensuring compatibility with integrations, and having a clear understanding of their revenue model. They suggest involving a knowledgeable person in JSON coding to establish health/usage metrics and not rushing through the setup process. Users also advise documenting everything and considering alternatives if NPS surveys are crucial for customer journey requirements. They recommend having a meeting with sales to determine customer-fit and starting a conversation. Users think Planhat is practical for small and big companies, and they suggest trying it as it is sleek and less legacy feeling compared to other competitors. They mention that Planhat offers excellent support, an easy-to-use interface, and powerful reporting capabilities. Users recommend knowing what you are looking for to get the best value out of it. They think Planhat is suitable for smaller CS organizations with good flexibility and describe it as a comprehensive CS tool with great insights and an intuitive UI. Users are happy with Planhat's strong team support and appreciate that it meets their needs. They suggest involving the broader team in the set-up process for better adoption, listing out all requirements, and planning the assessment process during the free trial. Users encourage others to explore the features and workflows in Planhat before making a decision. They were impressed by the responsiveness and knowledge of the Planhat team and assure others that they will not be disappointed by choosing it.

Attribute Ratings


(1-11 of 11)
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Score 9 out of 10
Vetted Review
Verified User
  • Good at capturing and storing all information in one place
  • Excellent visibility for all people on the subscription allows for easier transparency and sharing of information
  • Integrates nicely into other tools
  • Some functionality is rather rigid and hard to edit
  • Some data can be hard to input, and sometimes will not let you edit the field
  • Need hand-holding to get up to speed to start with, but training is offered
Matthew Wheeler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Reporting - you can set up filters with boolean criteria to give you insight into everything you need to know.
  • Playbooks - these are very good for less-experienced CSM's who need a step-by-step guide on how to deal with different stages of the customer lifecycle. More experienced CSM's may not need the playbooks.
  • Usage data for customers - there's a wide range of charts in Planhat that tell the story of client consumption.
  • The data in Planhat can only be as clean as its original source, and we realized that there was a lot of erroneous data shown. That's not a fault with Planhat, but it took us a long time to clean that up.
  • The bubble view is touted as a key differentiator in the product, but in reality, I don't find it very useful.
August 22, 2021

A great tool

Erin Gracyalny | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Customer health
  • Playbooks
  • Salesforce integration
  • Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd.
  • The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.
Score 10 out of 10
Vetted Review
Verified User
  • Excellent customer support and onboarding experience. They are very quick to respond to queries via the live chat. Our CS manager was brilliant in helping us get set up and making sure we were getting the most from all the features.
  • The platform and features are very user friendly and intuitive. It's an extremely powerful tool with a lot of functionality, but thankfully it doesn't take long to learn how to use it.
  • The customer portal is a game changer. The ability to share playbooks, data, and meeting notes all in one place is so useful for our customers and helps build trust and transparency.
  • There are some limitations with sharing usage data for parent-child companies, but Planhat is aware of this and working on some updates.
Score 10 out of 10
Vetted Review
Verified User
  • Great team and customer service.
  • Customer 360 view.
  • Dashboards.
  • Filtering.
  • Easy to use.
  • Fast to implement.
  • Not much to improve on key features, take feedback and implement it well.
  • Additional templates can be added.
May 15, 2020

Great product!

Score 10 out of 10
Vetted Review
Verified User
  • Its a very powerful tool.
  • Really easy to use.
  • Cost effective.
  • Support could improve, but it's OK.
  • They could do more webinars or events for networking & benchmark best practices.
Score 10 out of 10
Vetted Review
Verified User
  • 360 account overview
  • Customer Portfolio overview
  • Customer Segmentation
  • Identifying churn cases
  • Identifying up-sell opportunities
  • Automation
  • Customer Insights (customer intelligence)
  • All customer conversations in one place
  • Even more templates for dashboards
  • Out of the box playbooks
Score 10 out of 10
Vetted Review
Verified User
  • Gives me full control of customer data.
  • Good UX and easy to use.
  • Very flexible.
  • Inspiring team at Planhat.
  • More templates would be great.
Score 10 out of 10
Vetted Review
Verified User
  • Internal Collaboration on customer accounts (CS, Support, exec sponsors, CX).
  • For leadership to standardize methodology and initiatives.
  • Customizeable for basic or advance users.
  • Analytics - internal CS activities as well as customer engagement analytics.
  • Giving access rights to different users is powerful but requires some thinking (who can see which accounts).
  • More templates would be great when creating customized dashboards.
  • Not much to complain about really - the team has been very responsive to feedback.
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