Customer Success reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Best Customer Success Software for Enterprise Businesses
Top 7 Customer Success Software for Enterprise Businesses
- Gainsight
- Totango
- Accelo
- Planhat
- ChurnZero
- Verint Foresee
- CustomerGauge
About Gainsight®: Gainsight’s innovative customer-centric technology is driving the future of customer success. The company’s Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do. Companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and
Totango is the leading customer success platform that enables organizations of all sizes to improve growth and retention by guiding strategic customer engagement for businesses. With a data-driven approach, Totango creates a comprehensive and shareable profile of the customer, turning customer information into actionable insights. TotangoSpark breaks down the customer lifecycle into simple, easy-to-manage stages that let companies prioritize their processes to hit the goals that drive growth for
Accelo is built for Service Businesses. Our all-in-one professional services business system makes it easy to manage all your client work, from prospect to payment, and everything in between. Easy-to-use, automated and intelligent - Accelo lets you finally run your entire business in the cloud. Experience the most streamlined, integrated, and powerful Service Operations Automation software that easily allows you to connect all the moving parts of your business in one cloud-based platform. Wit
Planhat is a Customer Success Platform built to make customer success simple. Planhat is beautiful and easy to use. It helps you reduce churn, upsell more, drive user engagement and maximize the lifetime value of your customers. Planhat is built for everyone from the CSM to the C-Suite. It has all the functionality and features you would expect in a modern Customer Success Platform - the difference is in the design, usability and speed to implement.
ChurnZero's real-time customer success platform helps subscription businesses fight customer churn. Our platform is uniquely designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including i
ForeSee is the driving force behind more than 2,000 of the world's most revered brands and organizations — in retail, financial services, government, healthcare, consumer packaged goods, and other industries — that understand the powerful intersection of CX and business impact. Understanding the full voice of your customer and an increasingly complex customer journey is challenging. Point solutions result in fragmented processes and systems. Data can lead to dead-end results or insights with n
CustomerGauge is a B2B customer experience management platform that enables clients to: - Collect customer feedback from multiple stakeholders in an account - Create custom dashboards for displaying real-time results - Set goals and targets for closing the loop with customers - Segment customer insights by region, product, facility, and more. - and align employees CX-related business initiatives CustomerGauge is also the first and only customer experience management solution that automatically
Learn More About Customer Success Software
What is Customer Success Software?
Customer success is the part of a business dedicated to helping customers achieve their goals with the product or service a company provides. Customer success software supports this practice by fostering and monitoring relationships, tracking key performance indicators, and alerting customer success associates to potential issues and opportunities. Other names for customer success include professional services, fulfillment, and account management.
Key Benefits of Customer Success Software
- Decreases customer churn
- Creates more opportunities to upsell and cross-sell
- Increases customer lifetime value (CLV)
- Improves brand image of a company
Why Use Customer Success Software?
Buying a product or service is the first step in a customer’s journey to achieving a positive return on investment. Implementation, customization, and training are some of the other obstacles they face. A vendor that doesn’t offer customer support post-sale risk their future revenue from renewals. Customer success software provides an avenue for vendors and customers to work together in a productive way, ensuring success at all stages of the purchasing process. A business without a system in place can troubleshoot problems as they occur. However, customer success software goes a step further and provides an efficient channel that is dedicated to addressing consumer issues while allowing businesses to establish a customized methodology for supporting customers.
Visibility — Customer success software keeps important issues from getting lost in a sea of emails, phone calls, and other contact methods.
Focus — Having a team dedicated to helping customers get the most from their investment requires a different mind-set than a help desk, which is intended for solving immediate and discrete problems.
Data gathering — A customer success program will see a broad number of use cases amongst customers. Over time, experience will reveal weaknesses in the product and the sales methodology, as well as suggest new areas for development.
Testimonials — Case studies and testimonials help sell products, and the customer success system has records of results, as well as the people involved. This is gold for marketing and sales initiatives at a company.
Who Uses Customer Success Software?
Many businesses that sell complex products and services include a customer success organization. It is distinct from customer service, and is staffed by customer success managers (CSM). These individuals are the main point of contact between the company and its customers, and each typically has several specific customers as their responsibility. The CSM gets involved at the end of the sales process, taking over responsibility from the sales rep. Large customers in particular might have two or more CSMs operating as a team.
Because of the value derived from successful customer relationships, CSMs become close with their clients, learning their company’s goals and difficulties almost as well as one of their executives, and acting as their advocate to the vendor. The CSM role requires some authority over many functional areas of the vendor’s business, and customer success software serves as the interface for this network of relationships.
Customer Success Software Features
Account management — This feature is similar to what is found in account-based marketing software and many sales tools. It includes history, feedback, and engagement tools.
Success metrics — This software tracks specific customer KPIs and the likelihood of churn in addition to general indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
Opportunity management — Part of customer success is identifying appropriate upselling opportunities. The software highlights areas of the customer’s business that might benefit from additional products or consulting.
Service management — When issues arise, there must be a way to resolve them. The software includes some means of creating cases and work orders to address whatever problems the customer may encounter.
Potential Issues with Customer Success Software
Overlap — Customer success software might be seen as superfluous in a company that already has good CRM and help desk applications. This argument has more validity for smaller companies with fewer customers or less complex product offerings, less for larger enterprises. A specialized tool will always outperform a general one, and it is important that these systems be integrated well enough that no information silos are formed.
Software is the start — For customer success more than many other applications, the tool is not a magic wand that fixes business problems. Customer success software only provides a means of communication, measurement, and recordkeeping; it is up to CSMs operating with sound practices to drive actual success.
