Should you Deploy Customer Success Software to Better Understand your Customers?
By analyzing the past behavior of customers via surveys, feedback and other means, customer success software tools can prepare a health score to help teams understand their customer’s needs and buying sentiments better. This allows the companies to formulate the best strategies that help drive customer retention.
An interesting customer statistic by Bain & Company states that by improving customer retention by just 5%, a company’s profits can increase by as much as 95%.
Let’s take a look at some best known customer success software available for business users –
Gainsight brings together all kinds of customer data in one place and provides a holistic view of customers success, product experience, customer experience, and more such information to help drive measurable outcomes. With Gainsight, you can gain insight into your data, streamline your workflow, predict and manage risk, cultivate advocacy and a lot more. Their applications include or facilitate better insights, collaboration, engagement and optimized outcomes.
ChurnZero is a cloud-based Customer Success software which helps SaaS and subscription businesses. It helps them to understand how their products are being used by the customers and if the customers are likely to buy or use them again in the future. This helps businesses to further automate and customise the rest of the customer experience and journey. Some of the features it provides include real-time alerts, account management, customer health scores, revenue management, customer segmentation, track customer journeys and more. It integrates with tools like Salesforce, NetSuite, Intercom, HubSpot, Zoho CRM, QuickBooks etc.
ClientSuccess is a customer management platform that aims to bring all customer data in one place for companies to get easy access to insights and analytics. All the features ClientSuccess offers are directed towards maximising the lifetime value of the customer. Some of the key features are customer engagement, it also integrates with Gmail and Office 365, Pulse; helps with real-time updates of the customers buying health, SuccessCycle; to deliver the best customer experience, SuccessScore for an objective view of customer’s health, CRM Syncing, Slack Integration and much more.
ProfitWell provides business intelligence solutions to over 5000 subscription companies. Companies like Autodesk, Zuora, Lyft, Canva, Meetup etc. avail their solutions. ProfitWell offers products that help improve the retention of the customers. Their suite of subscription solutions include ProfitWell Metrics (provides accurate subscription financial metrics free of cost), ProfitWell Retain – (helps reduce churn automatically), ProfitWell Recognized – (audit proofs revenue recognition, and Price Intelligently – for price optimisation).
Accelo is a project management platform built for automation of operational tasks of service-based businesses. The software handles all the client-related activities from automated time sheets, custom reporting, automatically sending emails, creating follow up meetings, payments etc. Its Service Operations Automation Software allows you to connect all the aspects of your business in a cloud based platform and its business intelligence alerts you in case something goes wrong. Accelo offers a free trial after which if you opt for comes at a starting price of $39 per month, per user and requires a minimum of three users.
Planhat is a customer success platform that aims to reduce churn and drive user engagement. This software is built for all kinds of businesses. Some of the key products it offers are health scores i.e. It pools all the customer conversations, revenue, CRM data and other information and assigns health scores based on it, on-boarding – provides reports on average on-boarding time and provides templates so teams can design “playbooks” to track customer lifecycles, prepares campaigns and provides templates so facilitate automated emails and much more.
Strikedeck offers a customer success automation solution to grow and retain every type of account. Strikedeck works by gathering data about customers from tools like CRM, analyses the data once collected and then offers insights and alerts about customers health, sentiment, engagement etc. These insights and alerts can be then used to trigger key actions, workflows, and playbooks. Companies like CallidusCloud, Apttus, HashiCorp, Thoughtspot, and more use the solutions offered by Strikedeck.
Catalyst helps integrate all the scattered data into one tool. It is known to be the most intuitive customer success platform. Catalyst integrates with all the tools you are already using. It proactively alerts the user when a customer is not using certain features that are critical to their success. One of their unique feature and known to be the most accurate one is health score. Their health score feature ascertains whether the customer is likely to grow or churn in the coming months based on the data gained from customers usage. Catalyst can integrate with Salesforce, Mixpanel, Zendesk, among other services.
ZoomInfo InboxAI offers an AI powered CRM automation, playbooks, and predictive analytics to help with the sales pipeline. ZoomInfo connects to a user’s email and their calendar and scans the contacts, activities, and documentations on an on-going basis. It apprehends all the activities within Salesforce and provides a graph highlighting the relationship between the team and their contacts on CRM for them to gauge the right way ahead. ZoomInfo InboxAI also helps manage new business pipelines and provides a holistic view of customers, prospects and partners.
Skilljar is a customer training platform which is changing the way the companies on-board, engage and retain their customers. Its solution empowers the companies to deliver customer training experiences backed by data. However this is not like the usual Learning Management System, it’s features include payments engine, social certifications, advanced analytics, and integrations with Salesforce and Marketo.