Customer Success Software
Customer Success Software Overview
Top Rated Customer Success Products
These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.
Customer Success Software TrustMap
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TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.
Customer Success Products
(1-25 of 41) Sorted by Most Reviews
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor,…
Key Features
- Customer profiles (208)82%8.2
- Customer health scoring (210)74%7.4
- Product usage (202)73%7.3
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to…
Key Features
- Dashboards (204)95%9.5
- Customer health scoring (202)94%9.4
- Automated workflow (201)88%8.8
ChurnZero
ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use…
Key Features
- Customer health scoring (118)86%8.6
- Automated workflow (117)85%8.5
- Dashboards (117)77%7.7
Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.…
WalkMe
WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks…
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…
Key Features
- Customer profiles (17)90%9.0
- Customer health scoring (17)90%9.0
- Automated workflow (17)89%8.9
CustomerSuccessBox
What is CustomerSuccessBox? An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution that…
Key Features
- Customer segmentation (15)96%9.6
- Dashboards (15)94%9.4
- Product usage (15)94%9.4
Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.
Key Features
- Product usage (10)93%9.3
- Customer profiles (10)93%9.3
- Role-based user permissions (10)92%9.2
Custify is a customer success platform designed for B2B SaaS businesses. It helps users better meet customers' needs, reduce churn and increase lifetime value. The user can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant…
Key Features
- Role-based user permissions (10)97%9.7
- API (10)97%9.7
- Product usage (10)97%9.7
Learn More About Customer Success Software
What is Customer Success Software?
Customer Success Management Software provides a set of tools to help ensure that customers achieve their desired outcomes while using a vendor’s product or service. These tools help internal customer success, service, and marketing teams monitor customer activity and sentiment to better understand overall customer account health.
Customer success software platforms centralize all customer data into an accessible 360-degree view of the customer. The data might include support tickets, product usage, and adoption, downloads, upsells, or other customer signals. The typical goals are decreased customer churn, increased customer satisfaction (usually measure by an NPS score), and increased upsell opportunities.
Customer Success Software Features
Some customer success software will include all of the features below, while others may focus specifically on one area of customer success tracking or monitoring.
- Customer engagement analytics
- Product usage tracking
- Customer health scorecards
- Rules-based alerts
- Call-to-action notifications
- Rule-based workflow automation
- 360-degree customer profiles
- Role-specific dashboards
- Renewals dashboard
- Interactive report builder
- Sponsor tracking
- NPS surveys
- Customer communications
- Integration with marketing platforms
Benefits of Customer Success Software
The benefits of using Customer Success Management Software include the ability to:
- proactively find customers that need attention
- prioritize areas of response
- Identify potential brand advocates for use in customer stories/case studies
- identify upsell and cross-sell opportunities
- optimize the customer lifecycle
- Maximize customer satisfaction and customer loyalty
The software is primarily used by customer success managers, account managers, and sales executives.
Types of Customer Success Software
Some products in this category are broader customer success management suites, offering most if not all of the above capabilities.
Other products focus on a particular area. For example, some products support customer success initiatives by enabling contextual, usage-based communication in-product. Others provide the usage statistics and segmentation capabilities that customer success managers can use to trigger communications from within other systems. Customer success is one use case for these products. However, they are also used by other customer experience/engagement teams, such as Marketing, and are more likely to be integrated with than compete directly with full CSM suites.
Customer Success Software Comparison
- CRM vs. Customer Success: does your team need a comprehensive customer success management solution, or are you looking for something that could be built-out in a pre-existing CRM with a little bit of consulting help? Same teams can easily achieve all they would gain from a customer success software by further instrumenting their CRM (and saving money on a customer success platform in the process). However, companies that have a large volume of accounts, a large amount of revenue, or an overall complex customer success lifecycle will likely benefit from investing in customer success software.
- Information organization: this type of software might be a better investment for teams that need to organize and centralize a bunch of customer data from multiple different sources. These platforms are great at taking disparate streams of customer data and pulling them into one hub for customer success managers, marketers, and salespeople to view and analyze. But if your team doesn’t have a need to better organize disparate sources of customer data, some of these platforms may not be worth the money.
Pricing Information
Pricing for customer success software is not generally available, but most platforms have a tiered model based on the number of users, amount of revenue managed, or the number of accounts managed. A typical software instance might charge a one-time upfront fee, and then a per-seat monthly fee ranging from $50 to $200 depending on the feature set.
Frequently Asked Questions
Why do I need customer success software?
Customer success software is great for teams that are building out their customer success/service function, need to gain a deeper understanding of customer sentiment and satisfaction, or that have a large volume of customer data that needs to be centralized and turned into actionable insights.
Some key benefits of using customer success software include:
- Finding customers that need help or attention
- Identifying future brand advocates
- Look for up-sell and cross-sell opportunities
- Record and track customer satisfaction over time
- Get direct customer feedback
- Engage with customers on a more regular basis
What are the best customer success platforms?
According to end-user feedback on TrustRadius, the top-rated customer success software platforms include:
People looking for customer success software on TrustRadius compare the products above with other tools like Salesforce, Pendo.io, ClientSuccess.