Adobe Real-Time Customer Data Platform vs. Planhat

Adobe Real-Time Customer Data Platform is well suited for organisations that have extensive PII data with attributes & consumer behaviors. Also, who wants to run omnichannel customer acquisition and focus on middle- or low-funch campaigns? Also, having multiple digital assets (i.e., website, mobile application, CRM, SMS campaign channels, etc).

Incentivized

Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating.

I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.

Incentivized

• Real time segmentation and profiling on high volume of customer data
• Integration of various customer data sources, ranging from CRM, Web Analytics, EDL and other custom sources
• Data governance of customer data in the platform, down to attribute based access controls
• Activation across paid media, marketing automation and experience optimization platforms
• Easy to use interface for marketers

Incentivized

• Excellent customer support and onboarding experience. They are very quick to respond to queries via the live chat. Our CS manager was brilliant in helping us get set up and making sure we were getting the most from all the features.
• The platform and features are very user friendly and intuitive. It's an extremely powerful tool with a lot of functionality, but thankfully it doesn't take long to learn how to use it.
• The customer portal is a game changer. The ability to share playbooks, data, and meeting notes all in one place is so useful for our customers and helps build trust and transparency.

• Some features that are not yet released to all customers are necessary to manage cases like device sharing
• The methodology of how data is stored and manage is relatively unique and requires some ramp-up to fully understand
• There are some areas, like deduplication, where the platform doesn't provide the flexibility one would expect

Incentivized

• Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd.
• The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.

Incentivized

Adobe Real-Time Customer Data Platform quickly becomes a must-have once you are through the "build it" phase. Direct integration with a wide variety of disparate systems makes it a difficult proposition to remove once users are trained in its various systems and fully bought into the strategy behind its use. Support for a wide range of teams is helpful in adoption and continued use of Adobe Real-Time Customer Data Platform - everyone in data engineering, martech, frontend marketing can find a use case to pursue.

Incentivized

Activation - great Segmentation - in UI, there should be the possibility of writing advanced code Tags. Both Mobile and Desktop Data Ingestion - might be pain in the ass. Changing one customer attribute is time-consuming. It should be some super admin or some feature. One user can change some customers' attributes easily. Data Transformation - Maybe there are some modules for that in AJO?

Incentivized

It takes a while to learn Planhat even for experienced users. It has limitations in terms of what data you can present where, but its important to set internal guides outside Planhat as well so everybody working collaborative. But as CSM Planhat is a great- and critical tool which I use daily to optimise my work schedule and customer interaction with various topics.

Incentivized

Planhat support is excellent. We have a dedicated resource allocated to work with us, and he is extremely knowledgeable, articulate and responsive. The wider support team at Planhat is also very good, responding quickly to any issues logged. As an end-user, you can chat with Planhat support if you encounter any issues or have any questions, and they have always helped me.

Incentivized

Adobe CDP is a very capable product that offers all of the features that its competitors offer and more. The only differences can be noticed while connecting with other external tools. Adobe can help easily connect with tools within its ecosystem: Analytics/Marketo/Target, etc.

Incentivized

I believe Planhat is the best Customer Success Management tool in the market. It gives me a 360-degree view of all my customers and has a modern interface as compared to the other similar tools that I have used. Planhat also offers a competitive pricing that makes it easier for my team to evaluate as compared to other similar platforms. The support team of Planhat is also great which makes it the right fit for my organisation

Incentivized

• it has allowed us to gain more insights into our profiles
• we have been able to manage our schemas with ease

Incentivized

• Planhat has, for the first time, given us a 360-degree view of all our customers and access to all the different types of communication we have with them across different departments and functions.
• The ability to automate workflows, tasks, and assign playbooks to the various phases of our customer lifecycle has aligned all our departments.