ClientSuccess

Engagements in the platform are easy to track and manage.

Lack of automation, it would be nice to trigger events based on actions that occur in ClientSuccess

Building a database of engagements to understand customer trends. With ClientSuccess we have been able to identify when a customer is primed for an upsell as well as when they are at risk of churn before both events happen.

The Pulse and the reason codes

Customizable Success Score

Integration with Gmail

Reporting

Good support from the team

Not a lot of automation - cannot send an email in bulk to a list of contacts - you can send an NPS survey though.

The Case view (in our instance Salesforce) is not particularly helpful or well sync'ed.

Currently cannot re-use success cycles multiple times - I heard it's on track for implementation though.

The scorecard is only one for the entire customer base. Would be nice to have different profiles for it, same as for the success score.

more accurate reporting, tailored to our team's needs.

easier to follow up on other CSM's customers when they are OOO, thanks to single point for logging calls, emails, etc.

cool visual dashboards

For me, the stand out thing was the onboarding experience. Our ClientSuccess CSM, Sam, took us through a really well thought out, structured introduction to ClientSucccess over many weeks that really made the onboarding experience as smooth and painless as I think it probably could have been.

The Salesforce and Gmail integrations are great and work well. The Salesforce dashboard/widget is really useful for exposing the data in ClientSuccess to the wider company without having to introduce them to yet another SAAS.

Some of the core CSM functionality, e.g. SuccessScore, Pulse, Usage Data and SuccessCycles, are great and is what originally attracted me to ClientSuccess.

The reports are getting better all the time.

The NPS add on, if you don't already have an NPS solution, is incredible value. (Speaking of which, the product as a whole is very reasonably priced.)

They're actively developing the product and adding new functionality and features, e.g. since we started the new reports are a huge improvement.

I haven't had much occasion to reach out to ClientSuccess support, but when I did, they got back to me promptly and solved/correctly diagnosed my problem.

The API is a bit weird as most objects support PUT but don't support PATCH and the usage stuff is weirdly separated.

Most of my other dislikes are either pretty minor or specific to us. The web UI is pretty confusing at first and parts of it are slower than I would like (e.g. reports). We can't easily map our specific revenue/charging model onto ClientSuccess - but this is an evolving area in ClientSuccess, so maybe we'll be able to eventually.

ClientSuccess has enabled vastly improved transparency within the business about the (dis/)satisfaction of our managed services customers.

It's also allowed for a much more structured approach to Customer Success Management.

How easy it is to use and how simple the layout is. It doesn't take very long at all to get new starters up to speed with how to use it. I think this is so important as adoption is so much easier when a product is not overcomplicated. I also like that product feedback is taken on board and developments are always coming out.

It has taken a long time to get to a point where financial information can flow properly into CS from Salesforce as the subscription module had some issues but the new revenue module looks like it will solve the issue and will mean that we can take advantage of the reporting which we have not been able to get much value from to date.

If you're looking for an easy to use and affordable CS platform with great support and a commitment to continous development, I really recommend ClientSuccess.

Easily accessible data to keep track of activity with clients

We needed a solution to help the CSMs to be more organized and to have the info they needed easily accessible. Having one place to track all customer information, including our customers 'desired outcomes' and usage data, was vital to resolving this. This was key to helping CSMs transition from a reactive state to be more proactive in their workflow.