Tracking our Customer Journey with Client Success
Updated April 12, 2016

Tracking our Customer Journey with Client Success

Cale Conry | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ClientSuccess

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.

Pros

  • Key integrations including SFDC, Zendesk, and Gmail. It allows our team to have a single view of the ALL the account activities for all of our customers.
  • 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.

Cons

  • I wish the contract edits were more customizable.
  • Better customer views, meaning overall health at any given period of time.
  • Mostly soft costs, but managing our customer journey and reporting have been key.
Honestly just saw product demos, didn't evaluate hands-on. For our use case, the price point was MUCH more accommodating.
I feel, at this time, ClientSuccess may be suitable for a smaller organization, such as my company, Cloud Elements.

ClientSuccess Feature Ratings

10.0
Product usage
Not Rated
Help desk / support tickets
10
9.0
NPS surveys
Not Rated
Sponsor tracking
10
Customer profiles
8
Automated workflow
9
Internal collaboration
10
Customer health scoring
7
Customer segmentation
10
9.0
Customer health trends
8
Engagement analytics
10
Revenue forecasting
Not Rated
Dashboards
9
10.0
Role-based user permissions
10
9.0
API
8
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

ClientSuccess Support

They are SUPER responsive...even for late night inquiries.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - Not sure if it's offered, but I've never needed it. They use an IM tool and are always super responsive, not matter the time of day...or night!
No - It was resolved in a timely fashion.
Honestly, I submitted questions at 11 PM only to find they responded immediately. These weren't even big issues, just questions, and they got back to me immediately. I've been very impressed with their support team!

Comments

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