Critical tool to optimise efficiency for CSM- and customer facing activities
May 27, 2025

Critical tool to optimise efficiency for CSM- and customer facing activities

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Planhat

Im part of the CSM function and our team use Planhat every day in pretty much every customer action we do. Besides our CRM tool, its our single source of truth to have our customer information on one single place, check important data points, collaboration between different team on important strategic accounts. We also document all our KPI/metrics progress in Planhat to follow how we are doing towards these goals.

Pros

  • Structure customer data
  • Goal establishment and measure results to clearly make sure we reach them
  • Collaboration tool between departments
  • Document important milestones and KPIs

Cons

  • Flexibility in terms of what data you can bring in from other platforms
  • More flexibility in what graphs we can create
  • More languages in basic system
  • Save a lot of time
  • Increase collaboration between departments
  • Build a streamlined customer interaction process based on critical touchpoints needed
It takes a while to learn Planhat even for experienced users. It has limitations in terms of what data you can present where, but its important to set internal guides outside Planhat as well so everybody working collaborative. But as CSM Planhat is a great- and critical tool which I use daily to optimise my work schedule and customer interaction with various topics.
Overall performance is great in Planhat, and value vs investment (money) is good! Planhat is made for larger companies and teams that want to create a scalable way of working cross departments.

Do you think Planhat delivers good value for the price?

Not sure

Are you happy with Planhat's feature set?

Yes

Did Planhat live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Planhat go as expected?

I wasn't involved with the implementation phase

Would you buy Planhat again?

Yes

Its a great tool for being a one source of truth for customer data and interaction, and at the same time building standard templates for different meetings with customers. Planhat is not a single source of truth based on feature limitations like marketing and quote capabilities, but also its scalability to tailor it.

Planhat Feature Ratings

7.5
Product usage
7
Help desk / support tickets
8
7.3
NPS surveys
7
Sponsor tracking
8
Customer profiles
8
Automated workflow
6
Internal collaboration
7
Customer health scoring
7
Customer segmentation
8
6.8
Customer health trends
7
Engagement analytics
8
Revenue forecasting
5
Dashboards
7
7.0
Role-based user permissions
7
6.5
API
7
Integration with Salesforce.com
6

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