Great for Evaluating Products Especially when Word of Mouth Recommendations are Slim

I was tasked with designing and implementing a customer success program for my company. Amongst other things, I needed to find a CRM that was geared towards Customer Success. I needed to review the options and decide on the best for our team and budget. Word of mouth was not super helpful as most folks were using platforms not specifically designed for Customer Success, and had no experience with the platforms that were. I was able to review various products including Gainsight, ChurnZero, and and Totango on TrustRadius. I made the recommendation of Totango to our CEO and we did eventually go with it.

For the most part vendors tended to be upfront with their pricing. Some of them wanted you to take a meeting with them first, but when I used for pricing so as not to waste anyone's time, they were forthcoming. Companies do tend to list their lowest price, and I would appreciate a range as the lowest price is never what you pay.

It is super important to have confidence in the reviews that are left. Being able to trust the advice of a stranger is what is most important to me on these review sites. The verification that TrustRadius does makes me feel confident in the reviews that are left. Overall, because of this, TrustRadius is my go to review site.

Both the score and the number of reviews are very important to me. I will not consider a product if it has less than four out of five stars. Additionally, if it only has a dozen reviews or so, I am less likely to trust the score. For a large purchase I would like to see at least 100+ reviews.

The first challenge was not being able to get word of mouth recommendations from folks in in my field. They were looking to me to give them a recommendation once I found something good. This is one of the reasons why I looked on TrustRadius for reviews. The second challenge was price. These tools are very expensive and that needs to be taken into account.