Customer Success Management Platforms Reviews and Ratings

ChurnZero has allowed me to grow a team of Client Success managers and Implementation managers very quickly (from 3 to 20 in 2 years). Having the ability to build repeatable processes via journeys and create playbooks has made onboarding new team members so much more efficient. Integrating product usage with ChurnZero allows my CSMs to make data-driven decisions that drive results for our clients. We have defined our expectations for usage and when a client is not meeting those expectations, we have playbooks created to help get them back on track. We also use data to identify clients who are at risk of churn, which gives us time to address any product issues, service issues, or product misalignment ahead of renewals to meet our retention goals. Integrating ChurnZero with Salesforce gives our Sales team insight into client sentiment, usage, and activities that help them identify expansion opportunities. We also integrate with our learning management system, support ticketing system, and invoicing system to give CSMs a comprehensive view of what is happening with each client in their portfolio.

The tool helps a lot of in our work as Customer Success, but there is information with a different name than the ISC, which makes it difficult for us to identify the opportunity and the deployment process I also consider to be flawed in terms of Cloud consumption

I use freshdesk on daily basis as our team's primary tool for ticketing. Its a great tool for ticket management. I have also downloaded the phone app which makes it easy to access if I am away from laptop

This product was great and really easy to use, it was visually appealing and had easy adoption for even our most senior employees.

Very good Customer Success team and invaluable to our operations as a CS Team

As a Customer Success Manager, I use Gainsight daily to automate my workflow to keep me organized. The ability to create Call to Actions with Tasks helps to keep me organized.

Kapture CRM has proven to be an invaluable asset to our business and revolutionized the way we manage customer relationships and streamlined the process. The user-friendly interface and the efficient contact management make them stand out from the outside competition when compared to the cost.

Custify has been an absolute gamechanger for our business, moving us from managing customer data in spreadsheets and our CRM, to a platform that gives us insights and visibility of everything that matters. We are on target to reduce churn, increase retention and improve the customer experience for all our customers, while reducing CSM admin effort.

Great tool if you have a high touch model with your account because it tracks all of the necessary components when interacting with an account. However, the product has struggled with automating workflows. We found some automations fired as expected, some never fired, some fired at odd times, etc.