- Churn Management : Identify and remove non-compliant clients from portfolios without damaging your reputation.
- Email Management : Monitor all communication with your clients in a way that is easily accessible and organized.
- Document Management : Keep track of everything from proposals to meeting minutes, ensuring accuracy.
- Feedback Management : Track customer feedback and use it to improve your services or products.
- Client Management : Keep up with important contacts, including information about past orders, payments, etc.
- Revenue Management : Provides tools for forecasting revenue based on current trends and planned changes in the market.
- Verified User
Taking notes/logging calls is much easier.
For most customer success teams I think they can find value in ClientSuccess. ClientSuccess is continually upgrading and will get better over time. However, there was a lot of functionality that I never used, but I could see the value in what they were providing and the direction they are headed.
Easy to use and intuitive. Support responded quickly to concerns or questions. Dashboard had a lot of options to get the information desired.
For our team specifically, we had a hard time connecting with Salesforce for our renewal information. Searching for particular notes from a meeting or call could be improved. Usually ended up having to just scroll back to approximate dates and select each set of notes. Often there were so many emails mixed in as well that it became difficult and timely. So they may have had it, but I didn't know how to use it properly, but the ability to filter out types of interactions when searching.
- Cameron KinneyDirector of Customer Success
Our team had previously been using Hubspot CRM as a way to manage client contracts in combination with Trello for simple client progress mapping, and Client Success has eliminated the need to use either of them for client management. Hubspot is designed more for sales processes and was missing a way for our team to get an accurate view of our clients and their details. In a similar manner, Trello is designed more for task and project management and didn't provide the detail orientation we needed.
Client Success is well suited to both growing and established companies who know what they want and need to track for their clients. With the broad ability to support numerous accounts, have multiple users, and its custom success cycles to map a clients progress, it would be a great solution for any Client Success team. I think that teams that are unaware of what they need to track wouldn't find Client Success as useful, and organizations that require a large number of custom client descriptions and variables would find certain limitations a barrier to successfully using this tool.
Client Success allows our team to create the custom variables that we need to accurately describe and categorize our clients. This was something that was missing in our past tools, and it is extremely helpful for our team. Their notification and alert system help both myself and my team stay on top of meaningful triggers and tasks. The great thing is that you are able to customize when you receive a notification, as well as who else on your team should be included. Our company utilizes multiple contract types and income models, and Client Success has allowed us to track all of them in one location while also producing valuable reports based on each category.
There are limitations on their suite of integrations. Currently, the support channel that we use (Groove) is not an available integration, so it limits our team's ability to gain insight into support tickets without channel switching. The reporting in Client Success is robust, but fairly rigid and doesn't allow for fully custom reporting based on certain custom variables. There is not the ability to produce a report based on client forecasting which makes certain board facing reports more manual.