Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Cat avg: 8.8
Top Performing Features
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Cat avg: 8.7
Customer health trends
The software allows executives to view customer health trends over time.
Cat avg: 9.2
Dashboards
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Cat avg: 9
Worst Performing Features
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Cat avg: 8.1
Internal collaboration
The software allows members of your team to communicate and leave notes about any customer issues.
Cat avg: 8.4
Integration with Marketo
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Cat avg: 7.5
Freshsuccess Features from Reviews
Security
This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.
10+14%
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.8
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
7.1-16%
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
Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.4
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
Customer Data Extraction / Integration
Customer data extraction / integration
8.6-1%
Product usage
The software integrates with your application to track how customers are using your product.
Category average: 8.8
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
Customer Success Management
Customer Success Management
7.1-17%
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
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
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Category average: 8.4
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Category average: 9
Internal collaboration
The software allows members of your team to communicate and leave notes about any customer issues.
Category average: 8.4
Customer health scoring
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
Category average: 9
Customer segmentation
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
Category average: 8.8
CSM Reporting & Analytics
Reporting & Analytics specific to customer success management
7.4-17%
Customer health trends
The software allows executives to view customer health trends over time.
Category average: 9.2
Engagement analytics
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
Category average: 9
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 8.1
Dashboards
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Category average: 9
Freshsuccess Features from the Vendor
Customer Data Extraction / Integration
Vendor-reviewedProduct usage
The software integrates with your application to track how customers are using your product.
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Billing
The software tracks where each customer stands in terms of billing and payments.
Marketing emails
The software integrates with your email marketing system to track how customers are interacting with your marketing campaigns, e.g., opens, clicks and unsubscribes.
Customer Success Management
Vendor-reviewedSponsor 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.
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Internal collaboration
The software allows members of your team to communicate and leave notes about any customer issues.
Customer health scoring
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
Customer segmentation
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
CSM Reporting & Analytics
Vendor-reviewedCustomer health trends
The software allows executives to view customer health trends over time.
Engagement analytics
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
Dashboards
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Customer lifetime value
The software can calculate and report on customer lifetime values.
Churn rate
The software can calculate your churn rate, or the rate at which you lose customers.
Security
Vendor-reviewedRole-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Platform & Infrastructure
Vendor-reviewedAPI
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.
Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Additional Features
Vendor-contributedMachine Learning
Team Performance Analysis
Single Sign On (SSO)