This page was last updated on June 9th, 2025
Customer success software is used by businesses to ensure that customers achieve the outcome that enterprises anticipate them to reach through interactions with the company as they use the product. Using this platform to track customer behavior, preferences, and usage patterns, agents can coordinate their success planning with greater accuracy and prevent the likelihood of churn. This software uses detailed analysis of past behavior to create a "health score" to predict a customer's future satisfaction. This allows companies to systematically grow an established customer base, identify any red flags, and increase customer retention rates.
These products are used by customer success and sales teams as off-the-shelf solutions to optimize customer relationships. Customer success initiatives are vital to preserving and expanding revenue, boosting customer advocacy, and sustaining corporate profitability and growth. Customer success software often integrates with CRM software, help desk software, and social media management software.
To qualify for inclusion in the Customer Success category, a product must:
Build or identify customer profiles
Capture customer data, history, and feedback, including survey results, renewals, invoicing, product usage, sentiment, and team interactions
Facilitate engagement with customers throughout the customer lifecycle
Provide feedback, customer success scores, and success reports based on the analysis of historical data
Automate workflow processes like communications, alerts, coordinating engagements, analyses, success planning, and reporting
Predict future customer growth, red flags, and trends as dashboards or graphs using data related to interactions, payments, inquiries, and more
Scale, according to the size of the company and method of customer adoption or engagement
