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.
Cat avg: 8.2
Top Performing Features
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.
Cat avg: 9
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
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.
Cat avg: 9.4
Worst Performing Features
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Cat avg: 8.1
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.
Cat avg: 9
Product usage
The software integrates with your application to track how customers are using your product.
Cat avg: 8.8
Vitally 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.
9+2%
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.
9.5+12%
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
Customer Data Extraction / Integration
Customer data extraction / integration
8-8%
Product usage
The software integrates with your application to track how customers are using your product.
Category average: 8.8
Customer Success Management
Customer Success Management
8.7+1%
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
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
7.3-19%
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