"Have Success in Customer Success with ClientSuccess"
May 22, 2017
"Have Success in Customer Success with ClientSuccess"
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ClientSuccess
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.
- ClientSuccess makes it easy for our customer success managers to manage their workflows and provides excellent visibility into our company's customer activity and engagement. We're able to log into CS and regularly check segments of our customers that need to be engaged with on a daily basis, log customer health, and be aware of approaching subscription renewals in order to pay appropriate attention to the right customers.
- The user interface is easy to use, friendly in design, and quick to learn. They make it look attractive with bright color schemes without overdoing it too much.
- As a customer success manager myself, I am appreciative of how this tool has kickstarted our fairly-new Customer Success department and made us much more organized and knowledgeable as a customer-facing entity.
- Their customer success/support teams are excellent as well - which is to be expected. We've felt very well taken care of since we became customers of ClientSuccess.
- ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience.
- I believe ClientSuccess could also grow in accommodating for different SaaS business models - right now the playbooks they provide are very standard and don't necessarily conform to the diversity of our organization and its various products/needs.
- ClientSuccess could improve their integration with Salesforce and other popular software for a more cohesive user experience.
- The performance of the tool (how quick it responds and syncs and bugs) could be improved as well - but I guess that could be said of any great software app!
- ClientSuccess has primarily served as a time-saver, making us more efficient on managing our day-to-day engagement with customers, and this has helped us to become more productive and innovative with other projects that create more value for our customers.
- I believe that ClientSuccess could provide great insight for focusing on growth and improvement on an executive level if we utilized the reporting function more frequently. Currently our team has yet take advantage of this feature.
Before we evaluated ClientSuccess, we took a look at Gainsight. It is a power customer success tool and it definitely covered all the features a Customer Success team could need, but ultimately we selected ClientSuccess as a better fit for our company where we were at the present. Gainsight was extensive and we felt we didn't need the amount of firepower it provided for the cost.