TR is the Gold Standard for B2B Customer Reviews in the Tech Space.
June 24, 2020
TR is the Gold Standard for B2B Customer Reviews in the Tech Space.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with TrustRadius for Vendors
We use the TrustRadius platform to efficiently gather in-depth customer reviews and ratings. These reviews are objective, comprehensive, balanced and complementary to those we gather through our own surveys. The TrustRadius reviews give the prospective buyers of our construction software another perspective on our capabilities and on what it's like to do business with CMiC. In addition to having the reviews available on the TrustRadius portal, we have started syndicating them through our website and will soon proactively share them through our inside and outside sales teams. Comprehensive, 3rd party reviews, ratings and references are an essential component of how our enterprise and Cloud software buyers evaluate vendors and choose a solution that is aligned with their requirements and expectations.
- Reviews and ratings are based on comprehensive questionnaires.
- Reviewers are encouraged to include both pros and cons.
- The TrustRadius team was able to accommodate the depth and breadth of the capabilities across our technology platform.
- Syndicating the reviews through our website was a relatively straightforward process.
- The embedded analytics in the TrustRadius portal allow for meaningful analysis of the information captured.
- Our Customer Success Manager, Merrell Ligons, represents what every CSM should be. He listens well; he's taken the time to understand our business and our priorities; he's proactive and always follows up; he understands the value of the TR platform and how it can help our business; he's a strong communicator; and he's one of the most approachable, genuine and likable professionals I have ever worked with in a CS role.
- Within an industry (e.g., construction software), better standardization across product categories (and product nomenclature) so that different vendors can be more easily compared.
- A more streamlined process to define the different tags that get deployed as part of each vendor profile.
- More visibility around the way customer reviews are solicited: target sub-groups, email waves, response rates, follow-ups, opportunities for message tuning, etc.
- Better visibility into 'WIP/incomplete' review follow-up to drive higher completion rates.
- We only started using TrustRadius three months ago, so quantifying the value of the service is challenging since our sales cycles range in duration from 4-18 months. Having said that, we have started sharing the reviews with both inside and outside sales team members and they have expressed enthusiasm about leveraging these 3rd party reviews as part of the prospecting and opportunity management activities.
- In addition, TrustRadius reviews give our Customer Success Team another data point to help gauge satisfaction as well as opportunities to follow-up when customers describe -- in detail -- issues that were not previously well understood or documented.
- Lastly, our Product Management Team uses the reviews as 'another' input into their understanding of how our customers are using our products and how our capabilities can be enhanced to deliver greater value.
The quality of the content is high given the thoroughness of the questions in the surveys, the ability to include 'custom' questions, and the time spent by reviewers completing the questionnaires. One of the main reasons that we decided to work with TrustRadius was the comprehensive, balanced and objective nature of the customer reviews they had captured about other vendors in our space.
We have only recently started using custom questions. However, we believe that they provide opportunities to capture more focused and detailed perspectives about our products and how they are unique in the industry. We look forward to adding more custom questions as we learn more about how customers are responding to the existing surveys -- the depth and breadth of the information they are sharing.
We also evaluated G2, Capterra and FeaturedCustomers but concluded that TrustRadius was in the best position to help us accelerate the acquisition of a critical mass of comprehensive, objective customer reviews and to find ways of maximizing their impact to our organization. TrustRadius was the obvious choice for us and the standard to beat when it comes to 3rd party B2B customer reviews in the tech space.