Item: ClientSuccess
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

The product is easy to use with only a small amount of training
I like the "My Clients" view that gives a quick snapshot of all of the important information about my clients
I like how the "Pulse" functionality guides the user to give a status of the customer happiness and key reasons for that status

The Success Cycle functionality is a little cumbersome and difficult to use
The integration with Salesforce needs work. Not sure if this is a product issue or the way we implemented the product

Return on Investment

ClientSuccess has given our team an easy to use tool to highlight potential churn. Our management team takes this seriously and helps out on high-risk accounts

Alternatives Considered

None

Other Software Used

Slack, Tableau Desktop, Atlassian Confluence

Likelihood to Recommend

We have had success tracking many customers at a high-level and using that tracking for resource allocation. We are not using it to track all communications with our customers, so I cannot speak to that functionality. We are using the integration to Salesforce and JIRA, but we have just recently implemented so I do not have much experience with it.

ClientSuccess - Easy to use app to track happiness of many customers

Overall Satisfaction with ClientSuccess