#1 most frequent
United States of America
80.0%40 installations of 50
What is ClientSuccess?
ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics needed to proactively manage customers. For the Executives, they deliver analytics, metrics and reports to provide a comprehensive view of the health of a SaaS business.
Categories & Use Cases
Videos
Top Performing Features
API
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
Category average: 8.2
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.7
Sponsor tracking
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
Category average: 8.1
Areas for Improvement
Integration with Marketo
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Category average: 7.5
Integration with Eloqua
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Category average: 7.2
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 9.3
Who Buys & Uses ClientSuccess
#2 most frequent
Canada
4.0%2 installations of 50
#3 most frequent
India
4.0%2 installations of 50
Taking it to the next level
Pros
- Email automation was great because it integrated with current lists to easily send out.
- Alerts have become a staple at reminding our agents to stay on task and show empathy.
Cons
- The support view takes a few steps to get to the meat and potatoes.
- The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.
Return on Investment
- Increased production form email automation.
- Increased engagement which in turned lower attrition.
Helping us become proactive and scale!
Pros
- Ties together different pieces of information such as usage, costs, tasks, and health all into one place for easy comprehension.
- Helps me manage the ClientSuccess team and see what needs to be done client by client before churn.
- Provides an opportunity to scale our processes by applying playbooks (SuccessCycles) to each client.
Cons
- More flexibility on the usage that is shared to the platform without having to manipulate anything on our end first.
- Great reporting on Client Pulse (a manually set health metric per client) and would love to see even more reporting on overall health scores (success scores) that tie in additional information.
Return on Investment
- Within the first week, leadership was able to have more visibility into the lifestage and health score of each client
- We needed to become more proactive as an organization and this platform has allowed us to do so with real-time metrics and reporting.
- We needed to find a way to scale our approach, especially as our Client Success organization continues to grow, and this is already helping.
Highly Recommend this INCREDIBLE product to ALL CSM'S
Pros
- Pulse - It is so nice to collect the pulses of my client to know if they are healthy or not. I base a lot of my interactions with clients off of pulse. It shows me how many days it's been since I last had a pulse check on someone and from there I can see if I need to reach out or not.
- Automated Emails - It's so comforting to know that my clients are being communicated to when I haven't thought to reach out to them. I have set up a lot of automated emails and rules for when they should go out and I've had a lot of clients get in touch with me from it that need.
- Success Cycles - It has allowed me to set up success cycles for the clients. Because of this, I know exactly how to train them and exactly where they're at in the training process.
Cons
- Score Card - Our company has multiple products that our clients use. There is only the option for one score card so it's hard to get an accurate health score because it's all based on one score card. It would be nice to have multiple score cards like we have multiple success cycles.
- Emails - It would be nice to be able to send emails from the platform. Also having more freedom in setting up email automation to what rules YOU want not the ones they set for you.
- Usage - we aren't able to track usage because we have multiple products. It would be nice to be able to integrate all products and be able to track usage from the platform.
Return on Investment
- All positive- It has helped us stay on top of our clients and help remind me of renewal when it comes up to in return provide more ROI for us. It has also helped me engage more with the clients being able to see their health every day. Also keeping in touch with them by automation.
A great product for memberships and networks
Pros
- The Pulse Score is probably my favorite tool. We use that tool monthly to update key client relationships allowing us to quickly save any at-risk accounts.
- Tracking emails is small but efficient resource. We don't duplicate our work with this feature.
- The customer service is also really great. Their team has been very quick to respond to questions or challenges we've faced early on as we became comfortable with their product.
Cons
- The only update I would like to see is the ability to reuse success cycles. Once you use a success cycle, you must remove it from the account and apply it again. It would be great to reuse the cycle so we can maintain all of our notes while clients go through the same account management process each year.
Return on Investment
- Retention rate has increased to 98%.
- NPS has increased to 80+ and continuing to grow.
Great solution for a growing company/team
Pros
- Renewal management and forecasting.
- Reporting.
- Measurement of success.
- Measuring KPIs and key steps in the customer lifecycle.
- On- management.
- As a director, it helps me oversee my team more efficiently.
Cons
- Plug-ins to measure cash/payment cycles.
- Reporting that goes year-over-year.
Return on Investment
- Customer health scores.
- Customer lifecycle management.
- Reporting.
- Management of renewal.
Alternatives Considered
Gainsight
Other Software Used
Slack, Trello, Cyfe, Mailchimp
