Item: ClientSuccess
Rating: 7
Author: Stephanie Walton

Use Cases and Deployment Scope

We use ClientSuccess across our CX team to track communications with our clients (via the email tool) as well as highlight key dates, deliverables, contract information, history of the account, and next steps in our Client Experience process. It's a one-stop shop that pulls in information from multiple sources to give an up-to-date snapshot of status and "temperature" for the multiple clients I manage. Not everything is automated with our systems and I would say an area that could use improvement might be data integration or key metric monitoring, but overall CS is a useful tool to centralize critical client information and actions.

Pros and Cons

"Engagement" tool that tracks emails (easy reference to current state and history for things that may otherwise get lost in inboxes)
Salesforce integration: I like that data from Salesforce is fed into my CS client page & there's a quicklink to Salesforce directly if I need more info
"MyTeam" "My Company" , etc>>Sorting capabilities allow for easily drilling down content you want to see for clients & the ability to view status in one place

Reporting>>I would love for some of my metrics for clients from the SAAS product we sell to be pulled in directly to CS. Currently I have to manually go in and add certain metrics because it doesn't seem like we have a way to connect/integrate this
Tasks>>again this is a manual process that would be great to automate in some way or set reminders to input and track tasks (perhaps this is currently available and I have not utilized it or taken the time to go through a tutorial)
Tutorials/Email reminders>>perhaps when CS sends me an email that something is missing or needs an update, they could also send the tutorial/short video references for tips, tricks, best practice of how to use that tool (I've heard the tutorials and blog are good, but I don't often go back and browse them, it would be great if these resources came in a more organic way while in the working process)

Return on Investment

Positive: Helping organize critical Client information, history, contacts
Positive: Tool that can work across team of people in managing projects, client experience milestones, and coverage

Alternatives Considered

Haven't used or evaluated others

Other Software Used

Google Drive, Dropbox, Slack

Likelihood to Recommend

I think the more clients you have, the more useful CS can be as a tool to track and utilize its project management capabilities. It's probably less useful if you don't have many clients as the manual process to input some of the essential information may be tedious. In terms of collaborating across Sales and CX, I think CS is useful in getting these groups on the same page and setting goals you can track to together as well as keeping in mind critical contract data.

ClientSuccess Newbie but so far so good

Overall Satisfaction with ClientSuccess