- Sam S.Mid-Market(51-1000 emp.)
There's much more but I think these hit the key points. Review collected by and hosted on G2.com.
- Lucas da Silva A.Customer Success Ops
CSM's are so available and always trying to help us with the best practices. We don't feel alone along the journey, and this is fantastic. Review collected by and hosted on G2.com.
- Jean Marie S.Director of Customer Success
ClientSuccess is easy to implement, does snot require an Administrator, and is easy to understand. It is robust enough to serve all our needs but no so overwhelming that we don't understand it. We LOVE having all our data in one place, giving us a holistic 360 degree view of our customers. Review collected by and hosted on G2.com.
- Verified User in E-LearningMid-Market(51-1000 emp.)
nothing in particular - the tool meets our needs Review collected by and hosted on G2.com.
- Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)
Salesforce integration never materialized properly. Not really important though. Our CSM at ClientSuccess purposely avoided mention of the auto-renew clause, displayed in reduced-sized print below the breakdown on our order form during the lead-up to our renewal. When notified of our decision not to renew, the CSM, for the first time in 3 months, brought up the auto-renew clause. Luckily (meant to read sarcastically), the VP of Customer Success, Kristi Faltorusso, was looped in. After a single meeting and a promise to follow up with me, nothing materialized but a series of bills and threats of collections. We will likely end up paying the bill but not using the software. My feeling is that ClientSuccess does not capable of following its own best practice suggestions and uses business practices I would not recommend to our own CSM team. Review collected by and hosted on G2.com.
- CJ C.Director of Client Services
The reminder features don't work. If you set a reminder, ClientSuccess sends you the notification the day after your reminder was due. It's not helpful when it causes you to miss deadlines. I reached out to the support team on several occasions about this feature not working. The support team rarely responds back; if they do, it's a week or so later, and they give really generic responses like "we're working on it, will have it fixed soon". The glitches I've communicated to them about have been broken for over six months, and I continue to receive the same poorly canned response. For being a Client Success focused platform, I'd expect better communication and service. Review collected by and hosted on G2.com.
- Anonymous ReviewerMarketing and Advertising
I have used this software on a daily basis and is exactly what I need to track all of the details of my various client relationships and interactions. The best feature is that it integrates with my Gmail account so that all email threads with the client automatically post to the account profile. This has been a huge safety net for information updates when I get too busy to make manual entries because the email interactions can be easily reviewed to see the details of all client interactions. Just a very solid platform all around.
- Douglas M.Internet
It has just what you need without too many options and bells and whistles that can distract. Other solutions can cause confusion for CSMs as they have too many options that create confusion and a lack of focus
- Oliver G.Computer Software
Connects to our software data and Salesforce data. Easy to navigate and always open to feedback on how they can improve the product
- Anonymous ReviewerComputer Software
Buggy and too often need to redo some work
- Anonymous ReviewerComputer Software
The reporting and automation was non existent.
- Kent B.
Analytics are poor. Very difficult to manage a team and not have to click into individual accounts. Certain types of workflows are still not supported.
- Kylie McDonaldCustomer Success Director
It is being used by the Customer Success Team which is just me right now. It addresses concerns about clients. The health of the client, when we last talked to them, what their concerns are, when their contract is up, etc. It has helped me to manage and stay on top of the clients to reach out when needed.
- Matt ONeillChief Experience Officer
The platform is being used across the organization. We oversee a network of insurance agencies and this platform has really helped us maintain accountability, systematize processes, and foresee any risks impacting our network's membership. We've also used it internally as a training tool for new hires who need to quickly understand who our key clients are and how our relationship is structured with each firm.
The Pulse Score is probably my favorite tool. We use that tool monthly to update key client relationships allowing us to quickly save any at-risk accounts. Tracking emails is small but efficient resource. We don't duplicate our work with this feature. The customer service is also really great. Their team has been very quick to respond to questions or challenges we've faced early on as we became comfortable with their product.
- Christian KuehneDirector of Customer Success
At Game Plan we use Client Success to streamline out entire Customer Success efforts. We used client success to keep track of customer activities, set and track KPI's for each account, flag potential issues with accounts, measure account success, and the management of the entire renewal process. It has helped us streamline and evaluate our efforts throughout the customer lifecycle and effectively management their renewal process all while evaluating CS data for our internal processes and meetings.
Renewal management and forecasting. Reporting. Measurement of success. Measuring KPIs and key steps in the customer lifecycle. On- management. As a director, it helps me oversee my team more efficiently.
- Verified UserDirector
Our customer experience team used ClientSuccess and supporting team members. We leveraged the platform to keep track of onboarding, ongoing value stream, and renewals. It allowed us to get on paper the specific steps needed to manage a client from onboard to renewal successfully. Besides, it allowed us to prioritize our work in identifying healthy clients with various health metrics.
Easy integration with other systems.
- Stephanie WaltonClient Success Manager
We use ClientSuccess across our CX team to track communications with our clients (via the email tool) as well as highlight key dates, deliverables, contract information, history of the account, and next steps in our Client Experience process. It's a one-stop shop that pulls in information from multiple sources to give an up-to-date snapshot of status and "temperature" for the multiple clients I manage. Not everything is automated with our systems and I would say an area that could use improvement might be data integration or key metric monitoring, but overall CS is a useful tool to centralize critical client information and actions.
Reporting>>I would love for some of my metrics for clients from the SAAS product we sell to be pulled in directly to CS. Currently I have to manually go in and add certain metrics because it doesn't seem like we have a way to connect/integrate this Tasks>>again this is a manual process that would be great to automate in some way or set reminders to input and track tasks (perhaps this is currently available and I have not utilized it or taken the time to go through a tutorial) Tutorials/Email reminders>>perhaps when CS sends me an email that something is missing or needs an update, they could also send the tutorial/short video references for tips, tricks, best practice of how to use that tool (I've heard the tutorials and blog are good, but I don't often go back and browse them, it would be great if these resources came in a more organic way while in the working process)
- Vincent SpringerRegional Director
ClientSuccess is being used to increase production through email automation, alerts/actions, and increasing engagement. It is being used on a few of our inbound customer service clients with hopes of expanding to other clients within the organization. The platforms ability to engage employees has been the biggest surprise win.
- Sarah Jane G.Strategic Success Manager
ClientSuccess makes it easy to manage client information and data, and house it all in one place. Its interface with other internal software used, to include Google Mail, helps to keep a live and up to date record of all client information and contact, making it easy to see relevant and important information quickly. The Customer Service is excellent - very friendly and helpful.
- Matt M.CSM
Overall, the experience has been positive and I really appreciate how easy it is to track Client interactions so that no matter the changes we experience in our personnel, the company always has a book of record for those client interactions so that it doesn't always feel like introducing a new CSM that has to go through all of the traditional discovery questions.
- Verified Reviewer
Overall, this is an excellent software that significantly improved my ability to stay organized in tracking all of my interactions with business partners. I frequently will review important information that is a few years old, which would be impossible without this platform.
- Mike H.Director of CS
Overall the experience has been very positive. Their support and consulting are great and their product is continuing to improve. It doesn't have everything we want yet but we're getting there.
- Patricia D.CSM
It's been a great record of truth for us. We recently got more licenses so that if Product or Sales needs to get better context about a customer they can.
- Holly S.Customer Success Manager
Generally, I think it is a really useful tool, however, I would like to see improvements to its general functionality and speed, including support.